Kristine Fleming Email & Phone Number

Us

Led establishment of Sentry 1 Fire and Security, LLC, including $500k acquisitionprocess, due diligence, financial modeling, market research, branding, &accounting.Contributed substantial data and financial analysis in partnership with privateequity firm GTCR's $1.6B acquisition of Everon.Played pivotal role in the transitional leadership of Stealth Monitoring as part ofthe post-investment integration team. Quickly identified strengths andopportunities within IT infrastructure, monitoring SOPs, internal communications,and customer service metrics

Boca Raton, Florida, Us

Proposed and led implementation of virtual service and install initiative, reducingtruck rolls by as much as 70% for specific job types and reducing customer waittimes by more than 30%.Developed robust backlog & capacity reports to utilize both FTE andsubcontractor labor more efficiently across markets. Partnered with RVPs to reduce3G replacement labor costs by 18% nationwide.Authored weekly reports to our CEO at his request, providing actionable insightsderived from multi-source data analysis on topics of my choosing. Examplesinclude impact of specific service touchpoints on overall customer sentiment, LTIPrecommendations based on KPIs, sales commission ramp revisions to improveturnover, and product-specific service initiatives to reduce go-backs.Acted as Covid-19 field-liaison authoring daily updates to more than fourthousand employees in addition to serving as member of the WFH taskforce.Led design and testing of critical dashboards within our data platform, such asdrop-ship battery performance and end-to-end installation job tracking whilecontinuing to lead the Scorecard team

Boca Raton, Florida, Us

Managed team of developers, analysts, and architects completing agile sprints toimprove and ensure quality of the Scorecard, ADT's company-wide reporting tool.Developed relationships with key stakeholders throughout the business tounderstand all aspects of sales, operations, customer service, and retention to bestdesign usable, scalable, meaningful reporting.Hosted weekly roundtables with top executives in addition to personally trainingover 3,000 employees on Scorecard use cases and best practices.Researched and designed 'Total Cost of Ownership' report, incorporating all facetsof customer history to determine lifetime value, reducing average call handle timeby 15% on relevant calls.Analyzed Medallia customer sentiment data to recognize high performers andinvestigate anomalies, discovering addressable data manipulation.Leveraged historical data and customer contracts to determine net benefit ofservice plans across cohorts despite bundled pricing and acquisitions.Promoted two tiers of management to report directly to COO after 23 months.

Boca Raton, Florida, Us

Identified and analyzed variances across sales andoperational performance, including tech productivity,job costing & creation multiple, price increases,budget performance, 1st year cancels, and attrition.Evaluated customer service calls & accountmanagement strategy, researched M&A prospects, &assessed value of IT suite across departments.