Patrick Cross
ServiceMaster of North Vancouver Island
Oliver,BC
1
Language
22
years of professional experience
Experienced business owner and project leader with a strong background in operations management, customer relations, and team supervision.
Son of Rocky, from Rocky Cross Construction LTD. located in Alberta and on Vancouver Island. Born and raised into the insurance world, started my career from entry level all the way through to carpenter, project manager and then became a business owner in 2012, where i just sold my restoration business this year. After losing my father in 2004 i went to work for Onside as a carpenter where i was promoted to a project manager and became a high sales PM and also completed years of catastrophic project management and travelling as required. I worked with Onside and left to purchase a restoration company.
Work History
Business Owner/Operator
14 Years 4 Months- Directed daily restoration work to support consistent service delivery and smooth workflow coordination.
- Supported customer communication, project expectations, and issue resolution across active service jobs.
- Handled staffing schedules and crew assignments to keep field operations efficient.
- Applied safety and quality standards during cleaning, restoration, and remediation work.
- Checked job paperwork, estimates, and service records for accuracy and compliance.
- Oversaw staffing, scheduling, and crew assignments to maintain efficient field operations.
- Implemented safety and quality standards for cleaning, restoration, and remediation work.
- Managed customer communications, project expectations, and issue resolution across active service jobs.
- Directed daily restoration operations, ensuring consistent service delivery and workflow coordination.
- Reviewed job documentation, estimates, and service records for accuracy and compliance.
- Coordinated equipment, supplies, and vendor resources to support timely project completion.
- Trained staff on restoration procedures, customer service practices, and operational protocols.
- Improved processes for dispatch, job tracking, and operational consistency across service locations.
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
- Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
- Consulted with customers to assess needs and propose optimal solutions.
- Successfully managed a team of employees, providing guidance, coaching, and performance evaluations to ensure optimal productivity.
- Cultivated strong relationships with suppliers/vendors to secure favorable pricing agreements for materials/services needed for daily operations.
- Trained and motivated employees to perform daily business functions.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Managed financial operations effectively by implementing stringent budget controls and regular financial reporting procedures.
- Fostered a positive work environment that encouraged employee retention, professional development opportunities, and open communication channels.
- Exceeded revenue targets through effective marketing strategies and expanding product offerings.
- Employed prompt decision-making and in-depth research to resolve issues.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Put together realistic budgets based upon costs and fees for successfully operating the business.
- Monitored staff performance, providing final-say assessment over inquiries.
- Increased overall business efficiency by streamlining operational processes and implementing new technologies.
- Implemented cost-saving measures by renegotiating vendor contracts and reducing overhead expenses.
- Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
- Evaluated business risks regularly to develop appropriate mitigation strategies aimed at minimizing potential negative impacts on the organization's success/growth trajectory.
- Optimized inventory management systems to reduce waste, improve stock turnover rate, and minimize out-of-stock occurrences.
- Ensured regulatory compliance by staying informed on industry standards and maintaining accurate documentation for audits.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profits.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked trends and suggested enhancements to both challenge and refine the company's product offerings.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Supervised creation of exciting merchandise displays to catch the the attention of store customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to a robust reporting tool that increased operational quality.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Raised property accuracy and accountability by creating new automated tracking method.
Project Manager
8 Years- Coordinated restoration project schedules, scopes, and subcontractor assignments across active job sites.
- Reviewed mitigation and reconstruction work to confirm compliance with scope and quality standards.
- Coordinated insurance documentation, estimates, and job files to support accurate claim processing.
- Tracked labor, materials, and equipment needs to maintain efficient project execution.
- Resolved field issues quickly, adjusting plans to keep restoration work moving smoothly.
- Led crews and subcontractors through daily priorities, safety expectations, and completion requirements.
- Monitored project closeout tasks, ensuring final inspections, paperwork, and client handoff were completed.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Provided detailed project status updates to stakeholders and executive management.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
- Achieved high levels of team engagement and morale by promoting collaborative and inclusive work environment.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Oversaw implementation of new project management software, facilitating more efficient workflow and better project tracking.
- Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
Skills
Operations management
Small business operations
Financial reporting
Cost control
Digital marketing
Contract negotiation
Contract negotiations
Personnel management
Staff hiring
Revenue generation
Employee development
Quality assurance
Process optimization
Process improvement
Strategic planning
Sales development
Business development
Marketing expertise
Strategic marketing
Customer relations
Customer service
Partnership development
Cross-functional leadership
Professional networking
Team leadership
Entrepreneurial leadership
Business acumen
Strategic advising
Team building
Business management
Attention to detail
Task delegation
Effective leader
Decision-making
Coaching
Decision-making
Effective leader
Accomplishments
- Received Gold and Platinum hammer awards.
- Largest growth in western canada.
- Runner up for business of the year Vancouver Island.
Languages
English
Interests
High-Intensity Interval Training
Enjoy participating in boxing for overall physical and mental well-being.
Martial Arts
Passionate about balancing physical health with mental and emotional wellness.
Team Sports
Gym Workouts
Historical Exploration
Exploring famous landmarks
historical sites
and cultural attractions in a new destination.
Adventure Travel
Timeline
Business Owner/Operator
ServiceMaster of North Vancouver Island
02.2012 - 06.2026Read More
Project Manager
Onside Restoration
01.2004 - 01.2012Read More