VP of Contractor Success

• Jul 2022 - Present

Franchise Business Coach - Mr. Appliance

• Mar 2007 - Jul 2022

Mr, Appliance is North America’s leading appliance repair franchise with 330+ locations in the U.S. and Canada. • Trusted to coach 50% of our Top Gun franchise-owners (Top 10% in revenue, Net Promoter Score (NPS), and True Market Penetration) • Coached 12 of the past 14 Franchise of the Year winners • Achieved the top Net Promoter Score for Franchise Business Coaches across all Neighborly brands (25+ brands) in 2018 and 2019, earning a high score of 94.0 • Create, conduct, supervise, and manage Training Operations, for franchise owners and Corporate Staff, including at regional and national corporate events. • Re-vamped Mr. Appliance “Discovery Day” training for potential owners. Standard close rate across Neighborly brands was 40%; Achieved a 75% close rate in my first year, resulting in recognition from leadership • Repeatedly invited to deliver training at well-known industry conferences such as ASTI, SkillsUSA, and PSA • Added Key Account contracts resulting in over $10M in additional revenue for our franchisees in 2020; secured five new accounts in my first year in the position Show less

Accounts Manager

• Aug 2002 - Dec 2006

Consulted and advised Coca-Cola bottlers in a five-state area (TX, OK, NM, AR, LA) with various aspects of their business, primarily with product delivery • Ensured new product launches went off smoothly and were introduced seamlessly into the bottler’s businesses • Coordinated shipping routes with railways to ensure timely arrival and customer satisfaction Consulted and advised Coca-Cola bottlers in a five-state area (TX, OK, NM, AR, LA) with various aspects of their business, primarily with product delivery • Ensured new product launches went off smoothly and were introduced seamlessly into the bottler’s businesses • Coordinated shipping routes with railways to ensure timely arrival and customer satisfaction

Regional Trainer

• Jan 1995 - Oct 2001

Managed delivery and tracking of training for all store locations in North and South Carolina • Ran the Regional Training Center; taught several classes including: New Co-Worker Orientation, Customer Service Basics, Co-Worker Impact on Branch Profitability, and the Franklin/Covey course “What Matters Most.” • Within five months, brought Region’s Training Compliance numbers from 70% to 90%. Managed delivery and tracking of training for all store locations in North and South Carolina • Ran the Regional Training Center; taught several classes including: New Co-Worker Orientation, Customer Service Basics, Co-Worker Impact on Branch Profitability, and the Franklin/Covey course “What Matters Most.” • Within five months, brought Region’s Training Compliance numbers from 70% to 90%.

Store Manager

• Jan 1991 - Dec 1994

Opened new video store branches, located inside HEB grocery stores across South Texas • Responsible for hiring, training, scheduling, and ongoing performance management of all employees • The first branch I managed won the H.E.B.’s Jewel Neir Award for Customer Service, making it the first video store to receive this coveted recognition • Consistently exceeded sales and customer service goals • Successfully initiated new Video Central rewind policy Opened new video store branches, located inside HEB grocery stores across South Texas • Responsible for hiring, training, scheduling, and ongoing performance management of all employees • The first branch I managed won the H.E.B.’s Jewel Neir Award for Customer Service, making it the first video store to receive this coveted recognition • Consistently exceeded sales and customer service goals • Successfully initiated new Video Central rewind policy

Area Manager

• Dec 1988 - Dec 1990

promoted to Area Manager Dec 1988 - Dec 1990 • Responsible for hiring, training, scheduling, and ongoing performance management of all employees • Managed the Hardlines II area of the store: hardware, automotive, sporting goods, camera and sound, toys and seasonal • Set promotions and merchandised the entire area • Selected by the District Manager to help open three new store locations • Selected as Area Communicator, responsible for initiating trouble-shooting ideas with other managers within the district • Initially hired for Stock Team; Promoted three times (into management) in first 18 months on the job Show less