THOMAS R. DOSMANN, JR.

4972 Perrone Ave ~ Las Vegas, NV 89141

Phone (702) 489-8195 tdbaee58@westpost.net

OPERATIONS MANAGER / BRANCH MANAGER

General Management ~ Customer Service & Support ~ Profit and Loss Analysis / Man
agement
Revenue / Market Growth Sales / Marketing Strategies ~ Strategic Planning & Lead
ership
Staff Training & Development ~ Organizational Leadership
Award winning, highly dedicated & degreed Business/Operations Manager with exper
ience in all levels of HVAC branch management and operations. Innovative and str
ong visionary leader with a history of developing effective customer service str
ategies for increasing gross profits and meeting stringent budgets. Skilled in a
nalyzing client needs, designing effective solutions and training staff to deliv
er outstanding results. Excellent communication, negotiation, and interpersonal
skills that result in productive relationships and cooperation at all levels.

SELECTED ACCOMPLISHMENTS
YES! Air Conditioning and Plumbing
Taught sales training to 20 to 25 employees; available as go to guy in regards
to sales issues and
advice for employees
Took ownership of escalated issues and rebuilt customer trust; capture rate was
90%
Average service ticket was $635+; moved 8 units in 5 months at $12K each
Established 87% customer request rate (requested by name for additional service
calls)
L & S Air Conditioning
Rebuilt service department to support installed new home systems in CA, NV, AZ
(as opposed to new home installs); developed service work in-house to control qu
ality and maintain profit
Trained phone representative to up sell and solicit new business; trained outsi
de sales representative and brought in 150 commercial accounts
Managed fleet; brought maintenance in-house and reduced downtime for vehicles
Quality One Hour Air Conditioning
Negotiated with supplier to implement just in time parts inventory held on Qual
ity One Hour service trucks; parts were invoiced when they moved off the truck (
$12-15K inventory per truck)
Restructured office hierarchy, eliminated 3 out of 5 office positions and impro
ved service
Lowes
Leveraged payroll (labor) to hit record budget goal of 1.37% of sales (target 3
.1%); ended year with a 2.1% labor costs for the year
Implemented customer service focused training and increased sales by 11.5%
Introduced service ticket inventory accountability; reduced inventory shrink
 Developed training and mentoring program reducing store associate turnover from
67% to 5%
PROFESSIONAL EXPERIENCE
YES! AIRCONDITIONING AND PLUMBING, Las Vegas, NV 2010
Service Specialist
Identified and diagnosed Residential/Commercial HVAC problems; performed necess
ary repairs.
Provided preventive maintenance, adhering to federal/state/local guidelines; es
tablished and maintained high customer service metrics in terms of customer sati
sfaction, ticket revenues, and gross sales.
Promoted customer service as a concept throughout organization and specifically
through sales campaigns.
Increased residential service to private homes by offering special pricing to f
amily & friends of existing clients.
THOMAS R. DOSMANN, JR. Page Two
Phone (702) 489-8195 tdbaee58@westpost.net

PROFESSIONAL EXPERIENCE, Continued

L&S AIR CONDITIONING, Las Vegas, NV 2009

Vice President of Operations
Developed and led efforts to increase business in residential and commercial se
rvice; developed and implemented marketing and sales plans for both sales and se
rvice personnel.
Introduced policies and standards and held personnel accountable.
Marketed flat rate service pricing which resulted in an increase in Residential
Customer base; trained staff in customer service and initiated plan to solicit
residential service during each dispatched service call.
Gained customer trust and respect by performing surprise job site quality inspe
ctions.
Implemented cost control polices; monitored office supplies, service truck inve
ntory, and shop inventory.
QUALITY ONE HOUR AIR CONDITIONING & HEATING, Las Vegas, NV 2008
Operations Manager
Led staff of 40+, restructured organization, and supervised office services and
vendors; reported to general manager and regional vice president.
Prepared/managed budgets; acted as HR support, submitted payrolls and complied
with labor & OSHA laws.
Assessed field and office operations and introduced programs to enhance custome
r service and sales; conducted one-on-one and group customer service training; i
nitiated multiple direct marketing campaigns.
Added service manager, divided work force, and promtoted concentration on indiv
idual performance.
Recruited and trained service personnel and developed customer interaction skil
ls.
LOWES HOME IMPROVEMENT INC., Anderson, IN 2001-2008
Operational Business Manager
Managed 125 staff members serving commercial business and retail customers; dro
ve customer service and quality; achieved sales goals each year, including 110%
of goal for 2005.
Earned top ratings in customer service quality surveys and achieved Customer Fo
cused Award in 2004 and 2006 and Best Audit Score for the district in 2007.
 Developed and implemented policies and procedures resulting in standardized pro
cesses; set policy for sales forecasting and trained management staff on softwar
e that projected hours needed based on sales.
Monitored industry trends/evaluated competition; developed/updated product know
ledge education.
Assisted in forecasting sales/inventories, developed seasonal assortment strate
gies and new floor plans; managed distribution of store presentation guides; exe
cuted aged inventory exit strategies.
Analyzed profit and loss statements and developed and monitored annual budgets
and sales forecasts.
ADCO INC., Elkhart, IN 2000-2001
Project Supervisor/Journeyman
Managed work crews and inspected work, quality, and compliance to local code, c
ustomer requests, and specifications; ensured projects were completed on-time an
d within budget.
Estimated job cost, labor hours, material acquisition and schedule of time to c
omplete project.
THOMAS MECHANICAL INC., South Bend, IN 1994-2000
Owner
Directed and managed formation of start-up business providing high-quality elec
trical, plumbing, and HVAC services and grew business to include 7 employees and
3 subcontractors within 6 years.
Researched market and competition, created strategy, advanced product / service
development, devised marketing plans, established sales channels and developed
and implemented service sources.
EDUCATION
BETHEL COLLEGE, Mishawaka, IN
Bachelor of Science in Organizational Management