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 history.• 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 more.• 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 all-office survey.• 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: Strategic Initiatives video series, Corporate Values video series, monthly Alarm.com Chronicles contributor, Executive Corner series & CORE News series.• 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.• Crafted engaging and informative communications customized to my audience utilIzing the most engaging mediums such as video & infographics.• Inspired & motivated employees to action for things such as filling out internal surveys and signing up for mission-critical projects.

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 resulted in a 10%+ increase in customer service quality. - The QA program provided three times more touchpoints and insights for the Operations Associates than they had previously.• 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 successful at Teavana. • 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 hires are properly trained.• 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 company. • Set example in customer service by processing all returns/exchanges while present, and confirming customer was 100% satisfied before they left.• Responsible for motivating team members to achieve maximum sales per transaction, and to exceed daily store sales goals.• Focused on driving store sales through relaying correct sales process and keeping all employees responsible for following corporate sales process, while consistently helping build a more effective sales team by consistent coaching of employees on the sales process.• Set, monitored and followed up on productivity goals in order to maximize sales and profitability.

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 Hermanson, who procured over $390 million in 2008.• 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.