Chad Giles Email & Phone Number

Saint Paul, MN, US

• Developed the company's first all-company Town Hall meeting and facilitated all aspects of the event, including interviewing Alarm.com's presidents. This was the highest-attended non-required event in Alarm.com's.
• Successfully oversee social media accounts for Alarm.com and our subsidiary company, Building36, driving brand presence and engagement.
• Manage partner and internal employee newsletters, ensuring effective communication inside and outside the organization.
• Supervise the content and management of our digital signage solution across seven locations, quadrupling content output to keep employees informed.
• Own and manage the corporate intranet, curating valuable information from across the company and updating regularly.
• Created a quarterly all-hands meeting process and resources, ensuring consistent, high-quality employee updates across all Alarm.com companies.

Bloomington, Minnesota, United States

• Pioneered the creation and launch of a company-wide Intranet for Alarm.com and our subsidiary companies.
• Spearheaded the overhaul of our company-wide monthly newsletter. The overhaul included tight integration with our newly launched intranet, introducing dynamic content to communicate office-specific messages and much.
• During my time in this role, satisfaction with interdepartmental communications increased by 35.5%, and sentiment regarding how well-informed team members felt about important department decisions increased by 14.9%.
• In 2021, the Operations department had an 89.3% satisfaction rate regarding the regular communications they received that year. In addition, 9.7% were neutral, and only 1% of employees were not satisfied.
• Company-wide communications satisfaction increased by 23.5% during my time in this role.
• Played an integral role in the beta testing and rollout of a major company-wide health and wellness platform.

Bloomington, Minnesota

• Created & managed a communications hub to streamline and highlight the most meaningful & relevant information needed on a daily basis. This is viewed at least 4 times more than any of our department intranet pages.
• Established a methodology for communicating business & employee milestones, strategic events and cross-departmental information sharing. 96.2% of employees feel they’re sufficiently communicated to based on an.
• Drove awareness of key strategic priorities, goals and values.
• Worked closely with executive team to build and execute internal and external communications strategies designed to align employees to key business drivers and foster employee engagement. Key projects include.
• Collaborated with Corporate Communications Committee to develop and execute company-wide strategic communications.
• Member of the Crisis Communications team. Individuals in this group are the only employees given the ability & responsibility of creating & externally sharing company crisis updates.

Bloomington, MN

• Created the Quality Assurance program and managed a team of Quality Assurance agents who scored verbal and written support interactions and coached the Customer Operations team. - Implementation of the QA program.
• Sustained and grew the operation team's knowledge while staying ahead of rapid company growth as the company grew from $96.48 million (Dec 31, 2012) to 261.1 million (Dec 31, 2016) in total revenue.
• Continually created and conducted training to ensure the Customer Operations team was ready to provide technical support for new and legacy products.
• Analyzed knowledge gaps and support metrics to develop new training programs or improve existing programs.
• Acted as a technical knowledge point within the Customer Operations team, assisting with escalations, troubleshooting, and testing.
• Worked with the Operations VP and Management team to assist in long and short-term strategic planning.

Eagan, MN

• Created and oversaw the new hire onboarding training program.
• Conducted new hire training as well as ongoing technical training.- Analyzed training needs and support metrics to develop new training programs as well as modify and improve existing programs.
• Conferred with program and product management, representing the Customer Operations team and identifying future training opportunities.
• Strategized with Customer Operations managers to identify areas of improvement for the Customer Operations team and execute the plan.
• Provided phone support for our authorized dealers and distributors to gain technical competency and to thoroughly understand the needs of the client as well as the needs of the team.
• Served as a technical generalist within Customer Operations, assisting with escalations, troubleshooting, and testing when necessary.

Minnetonka, Minnesota

• Consistently trained employees to be future Teavana leaders, and have strategically created a succession plan. Always motivated others to grow and step-up in leadership, ability, and in their desire to be promoted and.
• Multiple times I successfully prepared my Assistant General Managers to run a store by themselves. Due to my thorough training, multiple employees have been promoted to General Manager of their own stores.
• Have successfully managed other Teavana stores while their General Managers have needed the assistance.
• Responsible for all managerial duties including: ensuring payroll budget was maintained, delegating tasks and duties, holding team responsible for all performance standards, hiring all employees and making sure all new.
• Spent two weeks alongside Area Manager motivating and training 12 new Teavana Employees in a 7 day intensive training program. I educated and inspired the new staff while simultaneously also ranking #1 for sales in the.
• Set example in customer service by processing all returns/exchanges while present, and confirming customer was 100% satisfied before they left.

Greater Chicago Area

• Maintained exemplary communication with five member-owners and over two hundred suppliers; ensuring all daily needs were met in an efficient and professional manner.
• Participated with a dynamic team of five Buyers in the largest Private Label grocery procurement co-op in the US. Over $900 million was procured through these buyers in 2008 out of 8.8 billion.-Was mentored by Clyde.
• Experienced great success in working diligently to resolve conflicts between members and suppliers. Met or exceeded expectations while sustaining an exceptional rapport with both parties.
• Chosen as the single leader by the Director of Customer Service to train and certify over 40 employees in the International Customer Service Association’s CCSP program.
• C.C.S.P. - Certified Customer Service Professional as recognized by the International Customer Service Association, May 2009.