Lisa Shumaker, Ed.D., Mba Email & Phone Number

Establish the customer experience office from the ground up, post-integration with Terminix, to elevate the overall company strategy. Complete gap analysis to determine best touchpoints and harmonize customer journeys, CRM, and other platforms for best-in-class customer experience. Manage two direct reports and collaborate with Marketing, Customer Service, Operations, IT, and Finance to drive continuous improvement and data-driven decision-making. Prioritize cross-sales and nurture series initiatives at customer touchpoints, creating stronger customer loyalty and heightened revenue opportunities.Highlights of accomplishments in this role include:• Centralized customer journey processes, enabling cross-departmental collaboration and visibility.• Refined Customer Integration Journey to improve the overall customer change management for acquisition integration improving customer retention and satisfaction.• Refined Customer Journey, generating $5M in cost savings and $2M revenue increase across residential, commercial, and new integration customers.• Championed Continuous Improvement Initiatives, generating an extra $9M in retention, $19M in revenue, and $2M in profit.

Remote

Guided the administration and customer service teams of 375+ across the Southeast and West Markets, delivering first-rate customer experience. Partnered with the IT department to implement technological solutions, fostering continuous improvement in customer interactions.Highlights of accomplishments in this role include:• Elevated warranty retention by $3.2M, with projections for a $7M increase next year.• Integrated acquisitions totaling $250M in 2022 and integrated an additional $55M in 2023.• Secured 100% staff retention by incorporating ongoing training and development• Standardized Termite Renewals across RNA, surpassing business case goals and elevating legacy renewal rates from 62% to 74%.

Spearheaded the training of new hires, focusing on a comprehensive understanding of systems, processes, procedures, and policies for the administrative team. Coordinated system training for all colleagues, utilizing team expertise in various systems to enhance operational efficiency. Managed customer service training, integrating tone, empathy, and scripts with system knowledge for improved service delivery. Spearheaded corporate initiatives in the system and project implementation, focusing on enhancing customer and colleague experiences. Directed the integration of 500 colleagues from 8 acquired companies. Developed and applied learning strategies aligned with the organizational mission, vision, and strategic initiatives to foster an environment of continuous improvement and goal achievement.Highlights of accomplishments in this role include:• Achieved 100% retention of trainers by fostering a collaborative and supportive team environment, complemented by strategic succession planning to ensure career progression and satisfaction.• Played a key role in transforming the company's approach to acquisitions, establishing a robust training framework that ensured seamless transition and integration of new staff and systems using modern adult learning strategies and multiple learning delivery methodologies.• Maintained an impressive retention rate exceeding 85% for administrative staff by implementing effective training, development strategies, and career pathing initiatives, fostering professional growth and job satisfaction.• Implemented a sustainable Knowledge Management solution using Google Sites, which remains in active use, enhancing organizational knowledge sharing and efficiency. Maximized the use of the LMS to deliver synchronous and asynchronous learning.

Greater Pittsburgh Area

*Manage the migration process for businesses acquired by Rentokil NA ensuring the personnel from the business is trained on software, processes/policies, and best practices. * Manage the data migration process from the acquired business's system to Rentokil's system of record ensuring a complete and accurate transition.*Train and Develop Junior ADM team members providing them the tools and experience to be successful in their positions. *Ongoing training and support for all new and current district colleagues in all markets across the US. Training and support provided in person, online via Google Hangouts / Webinar, and via phone and email.

*Train and develop new and existing Customer Service and Management staff members in 12 district offices on a variety of areas including customer service, software programs, operations, policies and more. * Develop specialized training material, identify operational inefficiencies, research and implement best practices within the districts, region and company wide.*Assist regional and home offices employees with special projects. *Complete employee annual reviews based on coaching and correctives throughout the year.*Promoted to Senior Administrative Development Manager.

Monroeville, Pa

*Responsible for campus operations, educational quality, HR, meeting student body goals, student services, and overall success of the campus.*Increased average student population by 300%*Improved student and graduate relations to increase re-enrolls, placement, continuing education and overall morale through communication improvements. *Developed and Revised Curriculum for 3 programs.*Director of Marketing for all 3 campuses. Introduced social media, SEO, SEM, email marketing. Redesigned marketing materials. Responsible for all marketing efforts including TV, Internet, Website, and Print. Designed a cohesive brand strategy that improved lead generation by 150%, and improved lead conversion by 75%.

Doctor Of Education - Edd, Educational Leadership And Organizational Innovation

Doctorate Education - Curriculum And Instruction

Master Of Business Administration - Mba, Business Administration

Bachelor'S Degree, Education, History, English