Brian C. Nelson

• Achieved profit improvement year over year of 1.2% or $600,000.
• Improved employee safety by reducing injuries by 43% from prior year.
• Improved region training compliance from 45% to 85% in 12 months.
• Optimized sales efforts by changing supervisor structure to a decentralized model.
• Interviewed, hired, and trained three Center Managers for region.
• Successfully maintained team morale and center performance during company divestiture.
• Personally, met with and engaged top 25% of customers throughout the region.
• Responsible for managing all human resources and benefit functions for remaining two regions.

• Improved quality of service audit scores from 87% in 2013 - 97% in 2015, resulting in a $400,000 increase in incentives paid to company.
• Increased service response rates from 60% in 2010 - 98% in 2015, resulting in a revenue increase of $3,000,000 and a $300,000 increase in incentives paid to company.
• Improved invoicing efficiency by forming and leading a team to develop and deploy mobile application for completion of service work orders electronically.
• Developed and introduced Service Manager and Service Professional Training Programs.
• Added an additional $700,000 in revenue by initiating value added sales training for service professionals.
• Developed and lead both in-person and online training programs and sessions focusing on operations, customer satisfaction, technical skills, and sales.
• Company representative for network and industry associations.

• Improved center financial operations from a loss of $459,000 in 2008 to a loss of $124,000 in 2009.
• Contributed centers first profitable month in 3 years.
• Lead change in customer service orientation of center employees allowing center to regain business from lost customers totalling $450,000 in additional revenue.
• Quickly promoted to Director level position at corporate office.

Towson University

1995 - 1999

B.S. Degree in Business Administration