Regional Service Operations Leader
• Led the region’s service business in eleven offices, 236 service associates with 11 direct reports, increased executed gross margin 2% above annual operating plan.• Created and implemented strategic business plan, merged two 3-state districts into one 6 states region to improve efficiencies and reduce operating cost.• Developed and managed yearly budgets, monthly revenue forecast, and margin forecasting. • Designed customized spreadsheets to automate… Show more • Led the region’s service business in eleven offices, 236 service associates with 11 direct reports, increased executed gross margin 2% above annual operating plan.• Created and implemented strategic business plan, merged two 3-state districts into one 6 states region to improve efficiencies and reduce operating cost.• Developed and managed yearly budgets, monthly revenue forecast, and margin forecasting. • Designed customized spreadsheets to automate financial reporting including Work in Progress (WIP), sales volume and activity compared to annual operating plan and labor load calculations.• Incorporated standard work to improve efficiencies, job satisfaction and overall work life balance. Improved customer satisfaction to 95% (world class), employee engagement rating to 85% (world class).• Integrated the use of multiple digital technologies to increase efficiencies and improve overall customer experience. Show less