The SPG Team

The Service Profit Group was founded on the principle of helping owners grow their business by focusing on training and accountability.

The Service Profit Group - Team Photo February 2024
The Service Profit Group's Director of Awesomeness, Joe O'Grady headshot from the shoulders up in front of a blurred outdoor background with trees

Joe O'Grady

Director of Awesomeness

Joe has been an entrepreneur for 30 years. He has started 3 successful businesses and run a $7 million plumbing and HVAC business as the Director of Operations.

Joe started in the home service industry 11 years ago at Clockwork Home Services, the largest provider of home services in the United States. He started in franchise sales, getting to know what business owners needed and matching their needs with a franchise offering. During his time at Clockwork, Joe also learned how to train owners, technicians, and CSR’s how to lead a team, run service calls, and dispatch for profits. Joe then went into private consulting, traveling all over the United States helping business owners operate more efficiently. Joe’s vast knowledge of the trades and his business acumen are paramount to his success. Joe is a natural trainer and coach. Joe can show you what is possible with just a little tweak here and there.

Phil Denato, Director of Product Marketing, The Service Profit Group

Phil Denato

Director of Product marketing

Phil has been an entrepreneur for 26 years. He has owned successful businesses including a consulting company, apartment complexes, and a retail store. His passion has always been self-reliance. Phil’s systematic approach and problem-solving skills are the keys to success in his broad variety of business ventures.

Phil also has 15 years of corporate experience in IT and Operations. During this time, he spent 9 years at a leading training company running their online training portal. Phil brings a passion for excellence to our members by helping them with procedural implementation, systems integration, and overall operations efficiency. Phil’s knowledge in these areas will give you a world class perspective that will help you make the right technical decisions the first time, which will give you an advantage over your competition.

Alison Tawney, Director of Operation, The Service Profit Group

Alison Tawney

Director of Operations

Alison has 6 years of experience in the plumbing industry. She has taken on the roles as a dispatcher, operations manager, and service manager. Alison has an innate enthusiasm for ingenuity and takes a hands-on approach. She developed fundamental operational procedures and system controls that grew an Orange County plumbing company from $250,000 to $1.1 million. Alison has worked with many different software companies and has developed strategies to streamline the implementation process. Alison is passionate about developing customized methodologies for companies to improve overall efficiency.

Brian Simpson, Ride Along Coach, The Service Profit Group

Brian Simpson

Ride Along Coach

Brian has over 15 years of hands-on experience in the electrical field. He started his training in high school and has worked as an electrical technician in multiple states across the U.S.. His experience has mainly been in residential and commercial service. In Brian’s last position as an electrical service technician, he maintained an average ticket between $1,800 – $2,000. Brian excelled in learning and implementing the SPG method and went on to train others in the company. He became the top producing technician in less than 9 months.  Brian is passionate about helping others and training the next generation of service technicians to become top performers in their respective fields.

Alex Zambrano, Service coach Manager, The Service Profit Group

Mark Vaughan

Operations COACH

Mark has worked in business operations for 9 years. Starting as a plumbing apprentice, he grew from zero knowledge of plumbing systems to operating his own truck in 14 weeks, producing an average of over $10k in weekly revenue. After learning the tools needed to be a successful technician he worked his way up through the organization and took over as GM where he helped grow the business from 3 to 4.5 million in year one. His experience at all levels of a PHCE business makes him empathetic and understanding of the challenges our members face while also having the knowledge needed to overcome them. Mark is passionate about small business and takes great pride in helping our members see results. His greatest professional joy comes from helping business owners become the best versions of themselves.

Alex Zambrano, Service coach Manager, The Service Profit Group

Jen Jezar

Operations Coordinator

Based in Las Vegas, Nevada, Jennifer has a diverse background with 15 years of experience in both business operations and the behavioral health care fields. She has experience managing an online faucet and sink company with particular focus on inventory control, warehousing, payroll and human resources. Jennifer brings excellent energy, knowledge, and humor to our team with an affinity for systems improvement and team building. She earned her Bachelors degree in Psychology which has allowed her to apply thoughtful principals to the work place and create exceptional communication skills, critical thinking, and conflict resolution strategies.

Alex Zambrano, Service coach Manager, The Service Profit Group

Corey Cooper

Service COACH

After serving 21 years in the Marine Corps, Corey decided to learn a trade. He attended HVAC technical school in 2018. Upon graduating, Corey worked for an HVAC and plumbing company where he advanced from an entry level technician to an opportunity technician, and then to a Service Manager role supervising two service areas. Corey has a proven track record in dispatching for profits and exceptional customer service. During that time Corey earned several highest revenue and technician awards along with multiple service technician MVP awards. Corey is passionate about helping others grow by encouraging positive change and professional growth.

Alex Zambrano, Service coach Manager, The Service Profit Group

Nick Hattaway

Operations Coach

Nick started his professional career as an Officer in the USMC. Upon leaving the Marine Corps, Nick joined the private sector and has over 9 years of experience leading and managing construction service companies. Starting as a Service Manager for a large plumbing department, he quickly demonstrated his mastery of training technicians to achieve and exceed their Key Training Indicators (KTI). Due to his success, Nick was promoted to Operations Manager and implemented and executed key initiatives that increased revenues from $7 to $10 million while producing a consistent 20% net profit for the company. As the operations manager he was integral in running all aspects of the business to include warehousing, administration, call center operations, human resources, and marketing. Nick also has extensive experience HVAC and Fireplace companies and has led multiple organizations across the continental United States as a coach, General Manager, and owner. He loves rolling up his sleeves and getting into the business operations with owners and key leaders of companies. His goal is to help provide them success so that they can increase the general quality of life for all key stakeholders. Nick is passionate about the outdoors and traveling and is excited to visit your company.

Alex Zambrano, Service coach Manager, The Service Profit Group

Sarrah Dinulos

Onboarding Coordinator

Sarrah comes to SPG with over nine years experience in the customer service industry. Starting as a Customer Service Representative, she became proficient in resolving billing issues and managing claims. Advancing to Level Two Support, she handled escalated calls and assisted new employee transition periods from product training to production. As a Call Center Supervisor, she led a 15 member team, fostering excellence. Sarrah’s focus has always been on streamlining processes and driving team performance. She possesses a keen eye for detail and thrives as a team player. By striving for excellence and utilizing data-driven insights, Sarrah maintains an unwavering commitment to customer satisfaction, process optimization, and team performance. She is passionate about helping business owners accelerate their growth and her ultimate goal is to make a lasting and meaningful impact within an organization.

Gain Access to the SPG Team, Your Members Network, and Your Coach’s Corner Today

Increase your operations and net profit.

In this one-on-one consultation with an SPG home service coach, you will learn industry standard KPIs, training implementation, and business improvement solutions.