Nelly Allen, 30
Director of sales and communication
Owings Mills, Maryland
Nelly Allen’s career has shown her that leadership in the pool industry is primarily about people. She has worked across nearly every corner of the business, from service and repairs to retail, commercial aquatics and construction. Today, she serves as director of sales and communication at The Amenity Collective, which operates across North America.
What sets her current workplace apart, Allen says, is the supportive culture. “I’ve worked in environments where anxiety and stress dominate every day, but that’s not the case here,” she says. “We celebrate birthdays, support each other and help customers improve their daily lives.” She also finds fulfillment in how the industry impacts people. “When someone calls about a broken pool heater or needs emergency service, we’re saving their weekend plans, a celebration or their family gathering,” Allen says.
Allen’s proudest professional achievement is consolidating 10 companies into a single contact center serving The Amenity Collective’s residential, commercial and construction divisions. “These are three highly specialized verticals with distinct client needs, safety requirements and service protocols,” she explains. Launched in 2024, the project unified teams across the country while keeping every service line live. The integration came at a pivotal time in her personal life. “Managing a large-scale contact center integration while preparing for maternity leave tested every leadership skill I had,” she says.
Allen hopes to use her experience to mentor others and elevate frontline employees. “I want every person who starts in a support role to see a path to leadership,” she says. “Too often, contact center and customer service roles are viewed as temporary or transactional. It’s time our industry recognized that and built career paths accordingly.”
Based in Miami, Allen has organized multiple charity drives supporting the Miami Rescue Mission, assembling backpacks of essentials for those in need. At home, she stays active through Zumba and Pilates and is adjusting to life as a new mom, focusing on balance while leading others by example.
