The 40% Efficiency Gain: How I Redesigned KPI Tracking at Eagle Pro

By Pablo M. Rivera | East Haven, CT

When Pablo M. Rivera joined Eagle Pro Home Solutions as Maintenance Director, close-out timelines and invoicing were bottlenecks dragging down the entire operation. By designing and rolling out company-wide KPI tracking, Pablo M. Rivera improved both by 40%.

The approach was straightforward: identify the metrics that directly impacted revenue cycle (completion rates, average repair times, cost per job, margin performance), build dashboards that made those metrics visible in real time, and create clear escalation paths when numbers trended off target.

The 40% improvement wasn't a one-time fix — it's sustained because the system creates accountability at every level. When people can see their own performance data and understand how it connects to organizational outcomes, behavior changes permanently.

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Pablo M. Rivera is a bilingual operations executive based in East Haven, CT. Connect on LinkedIn.