Kelly’s Story
Kelly’s story is a powerful example of how curiosity, dedication, and a service-first mindset can lead to a fulfilling and impactful career. Neelands is fortunate to have him on our team, and so are the customers he supports.
From the Field to the Frontlines: Kelly’s Career Journey at Neelands
Kelly’s journey with Neelands began in September 2005 as a Journeyman with our Service department. With an eye for troubleshooting and a drive to learn, Kelly spent over three years serving the GTA and surrounding areas.
In 2012, Kelly transitioned to our Controls department, installing and servicing for national chains. This hands-on experience laid the foundation to transfer into a Startup Technician role in the Construction division.
By 2019, Kelly stepped into the office as an Account Manager, a transition that proved to be a turning point in his career. Management, who would have thought? It was a different challenge compared to being on the road in a service truck.
Building Trust, One Account at a Time
Kelly’s first major account as an Account Manager was Sobeys. He expanded the service from 15 to 36 stores in just the first year. Within a short six months, Kelly was able to build a strong relationship built on trust and collaboration. This set the stage for long-term success, driven by Kelly’s reliability, availability, responsiveness, and customer-first approach.
Questions answered = Issues resolved = Customer satisfaction.
Since then, Kelly has continued to manage Sobeys, also adding Longo’s and a range of independent retailers, including Summerhill Market, Village Grocer, Centennial Food Group, Denninger’s, Lococo’s, amongst others.
Kelly’s approach? Simple but powerful: “Be accessible, build trust, and deliver exceptional service.” Whether it’s picking up the phone on weekends or streamlining multi-page service documents down to something clear and actionable, Kelly brings a level of professionalism and care that sets the standard. Customers, technicians and office staff, guide and help where and when I’m needed.
A Mentor and Trusted Partner
Kelly’s background as a technician gives him an edge in mentoring technicians, office staff and new Account Managers—offering practical advice on quoting, customer communication, best repair options and technician support. Their “golden rules” include always being reachable (nights and weekends), being a trusted advisor, and supporting technicians by setting them up for success. Jump in where I’m needed, so a resolution can happen sooner than later.
What Drives Kelly
When asked about the most rewarding part of the role, Kelly shares: “The company trusts me to grow and maintain customer relationships; that trust motivates me to do my best every day.”
Kelly also credits his success to learning from others: “Take the best from those around you and shape it into the kind of person / business partner you want to be.”
Beyond the Office: Nature, Family, and Fresh Air
Outside of work, Kelly leads an active and family-centered life. Married with two sons, both thriving in their careers. To round out their family, they have two Munsterlander dogs. Kelly finds joy in outdoor adventures, including camping, mountain biking, fishing, and hunting. Kelly’s favourite spot for downtime and reconnecting with nature is camping at Bon Echo Provincial Park in Cloyne, Ontario.