Delivered leadership and support within a $2.9bn global business consisting of nine brands, a network of 5,500 company-owned locations and franchised license serving 10.5M residential and commercial customers. Accountable for contact center technology solutions, process improvement efforts and business intelligence initiatives using Agile/Waterfall methodologies. Managed a team of Developers, Project Managers, BI Managers and Business Analysts.- Managed telephony environment handling… Show more Delivered leadership and support within a $2.9bn global business consisting of nine brands, a network of 5,500 company-owned locations and franchised license serving 10.5M residential and commercial customers. Accountable for contact center technology solutions, process improvement efforts and business intelligence initiatives using Agile/Waterfall methodologies. Managed a team of Developers, Project Managers, BI Managers and Business Analysts.- Managed telephony environment handling 10M inbound sales and service calls and 15M outbound calls. - Built first data warehouse linking WFM, telephony, transactional system, and other 3rd party data sources.- Automated all virtual contact center department scorecards and commission calculation processes - reducing resources required by 75% and ensuring accuracy and integrity - Developed business case and implemented Speech Analytics platform producing retention improvements of $1.3M annually (10x investment return)- Coordinated and managed new local branch support pilot program to enhance customer experience producing a 24 bps improvement in customer cancel rates- An integral leader of a pilot development team for $40+ million investment in Salesforce - providing strategy and infrastructure to support the customer experience- Implemented BPO partnership and led technology integration and business process migration in 2019 - full telephony/network led to an immediate improvement in service levels (from 70 to 96) and abandonment rates (from 10% to 2%)- Engaged BPO for manual outbound calling effort to customers with wireless phones generating $4M in unplanned revenue in 7 months- Built in-house customer support response tool enabling real-time notifications and faster resolution times- Project team leader that designed and implemented company’s first multi-product bundle offering to simplify customer experience and product delivery Show less

Created and maintained alignment between the business and IT and managed all strategic projects and technology enhancements.- Managed the ServiceMaster IT Product Portfolio planning process – creating an alignment between the businesses and IT through Scaled Agile planning and prioritization process.- Led all Terminix contact center technology enhancement projects – providing value propositions, business cases, requirements, implementation plans and ensuring all are tracking on… Show more Created and maintained alignment between the business and IT and managed all strategic projects and technology enhancements.- Managed the ServiceMaster IT Product Portfolio planning process – creating an alignment between the businesses and IT through Scaled Agile planning and prioritization process.- Led all Terminix contact center technology enhancement projects – providing value propositions, business cases, requirements, implementation plans and ensuring all are tracking on schedule- Led all Terminix contact center technology enhancement projects – providing value propositions, business cases, requirements, implementation plans and ensuring all are tracking on schedule - Launched first voice-enabled self-service IVR for Terminix – creating a smoother customer experience,more accurate call tracking, and annual labor savings of $3.5M. - Spearheaded complete transformation of Terminix contact center environment in less than 6 months –introducing inbound|outbound blending, escalated transfer groups, technician hotline, multi-campaign outbound dialing, and compensation realignment.- Received “Award of Excellence” for leadership in 2010, 2012, 2016 - awarded annually to the top 3% performers in the business.- Selected as one of twelve employees to be featured in “ServiceMaster 12 Behaviors” video series.- Elected into High Potential employee program by ServiceMaster talent acquisition department. Show less

Created the first multi-brand contact center support structure and alignment between Terminix and TruGreen.- Built first multi-brand contact center operational team of 30 employees to provide 24|7 workforce management, technology and reporting support for 6 Terminix and TruGreen contact centers, 2500 agents, 300 Terminix branches and 13 TruGreen regional outbound centers.- Accountable for call volume forecasting, staff planning and schedule alignment across Terminix and TruGreen -… Show more Created the first multi-brand contact center support structure and alignment between Terminix and TruGreen.- Built first multi-brand contact center operational team of 30 employees to provide 24|7 workforce management, technology and reporting support for 6 Terminix and TruGreen contact centers, 2500 agents, 300 Terminix branches and 13 TruGreen regional outbound centers.- Accountable for call volume forecasting, staff planning and schedule alignment across Terminix and TruGreen - ensuring over 95% call volume forecasting accuracy, 90% schedule adherence, 87% agent utilization and meeting or exceeding service level goals.- Redesigned call routing and skilling strategies for Terminix and TruGreen inbound and outbound environments - providing visibility into true inbound call volumes, outbound dial efforts and introducing more efficient virtual skilling model and tighter outbound compliance.- Built multi-brand call overflow model to more effectively utilize labor and resources across different seasonal peaks- Converted TruGreen branch-based manual outbound dialing environment into national outbound predictive dialing model - reducing labor requirements, increasing dialing capacities, centralizing business rules and processes, providing accurate historical information and ensuring legal compliance. Show less

Responsible for creating and managing first centralized workforce management and business intelligence support team across 3 Terminix contact centers and 300 company-owned branches. - Built workforce management support platform and strategy across 300 Terminix branches - providing the company the first view of actual customer service agent labor utilization.- Led and managed RFP process, vendor selection and conversion from IEX WFM/QA platform to Verint Impact 360 suite.-… Show more Responsible for creating and managing first centralized workforce management and business intelligence support team across 3 Terminix contact centers and 300 company-owned branches. - Built workforce management support platform and strategy across 300 Terminix branches - providing the company the first view of actual customer service agent labor utilization.- Led and managed RFP process, vendor selection and conversion from IEX WFM/QA platform to Verint Impact 360 suite.- Developed first branch-level staffing model - showing call volume required half of existing branch customer service resources ($12M total annual labor savings).- Built telephony routing environment and WFM strategy to support transition from branch-based call routing to national distributed call routing - reducing total customer service agent requirements from 650 to 350 over 3-year period and increased service levels by 40 percentage points.Implemented Acqueon List Management software for Cisco outbound dialer - providing more robust campaign management capabilities, improving production up-time by 30% and ensuring state and national dialing compliance.- Built comprehensive SharePoint team environment – significantly improving collaboration across multi-functional projects and greatly improving process and procedure documentation. Show less

Responsible for all outbound campaign strategy development, project management, technical development and management of dialer support team.- Developed automated campaign processing system in SQL Server – utilizing stored procedures and DTS packages to enable standardized data preparation logic, consistent business rule application, faster data processing times, tight integration with Cisco data servers and automated campaign file exports.- Grew number of outbound sales campaigns… Show more Responsible for all outbound campaign strategy development, project management, technical development and management of dialer support team.- Developed automated campaign processing system in SQL Server – utilizing stored procedures and DTS packages to enable standardized data preparation logic, consistent business rule application, faster data processing times, tight integration with Cisco data servers and automated campaign file exports.- Grew number of outbound sales campaigns from 2 to 8 within 12 months – increasing dialing capacity from 30,000 dials per month to 1,000,000 dials per month and increasing overall sales by $40M.- Built standardized processes and procedures, documented all code and produced troubleshooting guides for dialer support team – laying the foundation for very nimble and expandable environment. Show less

- Responsible for the overall growth and management of $12 million direct marketing budget – comprised of a 30M record annual direct marketing campaign accounting for over $100 million annual revenue.- Managed a team of 5 account/project managers and served as lead client liaison for all other agency departments.- Responsible for overall planning, forecasting and budgeting for all Terminix direct marketing and interactive/database development initiatives.- Managed in-house… Show more - Responsible for the overall growth and management of $12 million direct marketing budget – comprised of a 30M record annual direct marketing campaign accounting for over $100 million annual revenue.- Managed a team of 5 account/project managers and served as lead client liaison for all other agency departments.- Responsible for overall planning, forecasting and budgeting for all Terminix direct marketing and interactive/database development initiatives.- Managed in-house marketing, prospect and lead management database systems and continually improved in-house direct mail file production process.- Served as lead consultant on new channel development, integrated marketing initiatives, data analysis, systems integration and reporting development projects with Terminix Marketing and IT departments.- Manage weekly reporting and analysis of direct marketing results (Cognos) and continually provide strategic insights and recommendations ensuring.- Develop and manage strategic cross-brand direct marketing efforts among major ServiceMaster brands - TruGreen, American Home Shield and Merry Maids.- Worked collaboratively with other direct marketing-related partners such as TMP Worldwide, Digitas, Responsys, Cognos, Equifax, Epsilon, Experian and Knowledgebase. Show less

- Served as lead web and data developer, information architect, planning strategist, data troubleshooter, systems consultant and process designer on all online systems and processes for Terminix.- Awarded “Interactive Programmer of the Year” in 2004 by Memphis Advertising Federation.- Supervised and managed all interactive and database development projects for Terminix utilizing ASP.NET, ASP, PHP, Javascript, Ajax, MS SQL Server.- Developed complete online marketing resource center… Show more - Served as lead web and data developer, information architect, planning strategist, data troubleshooter, systems consultant and process designer on all online systems and processes for Terminix.- Awarded “Interactive Programmer of the Year” in 2004 by Memphis Advertising Federation.- Supervised and managed all interactive and database development projects for Terminix utilizing ASP.NET, ASP, PHP, Javascript, Ajax, MS SQL Server.- Developed complete online marketing resource center - providing extensive marketing and operational tools and analysis reporting for the branch sales force, corporate and contact centers.- Developed data-integration interfaces and lead import processes for external data sources - leading to a complete external replication of Terminix transactional lead data (for disaster recovery, adjusted lead channel allocation/reassignment and consolidated, accurate sales reporting).- Worked with SEO, online advertising and terminix.com partners to ensure standard media purchasing/placement practices and consistency in lead data generation and delivery.- Developed strategy and implementation plans, production schedules and quality control documentation for all development projects. Show less

- Managed and maintained client account relationships for Thomas & Betts, fibermarket.com, VP Buildings, Team Trek and Memphis-Shelby County Airport Authority.- Instrumental in the development and management of creative and marketing strategies for advertising, brand development, sales promotion, direct marketing, public relations and web-related projects.- Provided business strategy consultation and designed and produced successful Halliburton RFP for Thomas & Betts.- Built… Show more - Managed and maintained client account relationships for Thomas & Betts, fibermarket.com, VP Buildings, Team Trek and Memphis-Shelby County Airport Authority.- Instrumental in the development and management of creative and marketing strategies for advertising, brand development, sales promotion, direct marketing, public relations and web-related projects.- Provided business strategy consultation and designed and produced successful Halliburton RFP for Thomas & Betts.- Built presentations for all account team and agency new business presentations.- Researched, formulated and managed media calendars and overlooked all direct marketing schedules, list selections and mailing and fulfillment executions.- Performed market research and prepared competitive analyses for various clients. Show less