Craig Olson

HVAC non-technical service manager. Came into consistently underperforming division in crisis. Conducted damage control through individual team member consuel and whole team meetings to understand needs and concerns of division. Accomplishments Hired technical service manager to co-manage division. Successfully designed and implemented new HVAC maintenance club plan for customers providing more consumer choice and creating member visability for operations team. Designed and built CRM process for division providing a much healthier customer experience and general organization to division Designed and implemented new invoice that provides better information to techs and customers. Day-to-Day Answer questions from team members in field On-going meetings with team members and stakeholders for continious improvement Communicate with technical service manager daily Handle escalated customer issues requiring manager involvement Managed inventory and cage stock Worked on long term projects

Planned and executed home performance division business plan within established retrofit consturuction company. Hired and trained operations teams, home energy auditors and home performance coordinator. Successfully marketed new services to existing customer base and was operating at P&L margin goals within 3 months of begining operations. Established 5 year growth models for guidance of new management prior to departure.