Barbara Hendricks Email & Phone Number

Work with cross-functional teams to gather user requirements for Rentokil-Terminix e-Commerce and customer portal applications, including analyzing and documenting business processes and translating user requirements into business requirements for software development teams. Document quality assurance test plans and perform testing of related environments from initial phase, through final implementation, to assure requirements meet user acceptance criteria. Coordinate user acceptance testing and post production validation. Additional role of providing level 3 support, by assisting users with system issues/questions, through research and documentation, to coordinate resolution. Promoted June 2017 to Analyst III.

Memphis, Tn

Provided support to internal and external users of Terminix systems and applications including AS400, commercial sales application, residential sales application, customer portal, e-sign and mobile app. Documented and reported issues to Business Analysts to create requirements for developers.

Memphis, Tn

Provided support to internal and external users of Terminix and TruGreen systems and applications including AS400, commercial sales application, residential sales application, customer portal, e-sign and mobile app.

Memphis, Tn

Managed customer support for $3.2 million annual national account contract, by serving as liaison between client management and Terminix branches to ensure contract compliance. Led and trained a team to interact between customer and branch operations; created customized reports and provided training for customers and branches utilizing on-line tools. Participated as a subject matter expert on SalesForce project team and selected for National Account team tasked to develop internal site.

Memphis, Tn

Provided software support and user training for upgrades to Terminix main system and applications serving approximately 400 branch offices in the US and Mexico. Performed system troubleshooting and monitoring via Remedy ticketing system. Developed and implemented Handheld Section of Subject Matter Expert Training Manual. Supported and trained branches during roll-out of 5,500 handhelds and upgrades, including Timekeeping and Auto Sync applications.

Memphis, Tn

Partnered with branch managers, field associates, and vendors successfully to determine brand-related needs. Assumed Fleet Support responsibilities and trained peers to support the needs of the Fleet team.

Memphis, Tn

Processed customer payments, entered adjustments and provided status of vendor payments. Reviewed contract details with customers and provided customer service as needed for overflow.

Memphis, Tn Regalia Center

Equity Partner/Business Manager for 55 employee Salon and Day Spa.