In my current role, I lead efforts to ensure field staff service delivery exceeds customer expectations to maximize customer retention and referrals. I drive recruitment, selection, training, coaching, and performance management of Service Associates and Lawn Care Specialists and mentor 2 Service Managers. I also manage all facets of the Health & Safety program. Key Contributions:• Lead daily morning meetings with Service Managers to communicate attendance, route coverage, service metrics, and prioritization of service duties. • Oversee all Health & Safety Audits, Safety Training, Gate Checks, Truck Rides, Drive with 5 Training Program, Red Flag Meetings, and COVID-19 safety protocols. • Examine team’s work for accuracy, efficiency, and adherence to best practices, SOPs, and policies; review and assist with all policy violation discussions and performance opportunity plans for Service Associates.• Ensure DOT compliance regarding pre- & post-trip inspections, driver qualification files, fleet standards, driver licensing, and equipment maintenance. • Maintain chemical and inventory reports and monitors chemical usage, application practices, and storage to prevent theft.• Develop SOPs to minimize customer complaints based on frequent evaluations of service quality and customer feedback.

As Branch Marketing Manager, I directed a team of 15 Sales Representatives, 12 Telemarketers, and 1 Quality Control Representative in marketing agronomic and horticultural services to commercial and residential accounts across Springfield area. Key Contributions:• Compiled lists of prospective customers for use as sales leads, based on information from direct mail and other advertisements, community activities, trade shows, and business seminars; played key role in closing sales negotiations as needed. • Planned and facilitated on-going training for sales personnel in customer service skills, selling techniques, and safety policies and procedures.• Established KPI metrics, evaluated staff performance, made salary recommendations, and administered disciplinary actions. • Generated revenue increase from $1.6M to $2.5M, and reduced customer cancellations from 35% to 25%.

At this time, I was appointed to serve in 2 back-to-back General Manager roles in St. Peters, Missouri and Springfield, Illinois. I supervised up to 70 employees and oversaw all daily operations across 4 departments: sales & marketing, production & operations, office administration, and customer retention. Key Contributions• Ensured achievement of budgeted revenues, completion of services, and collection of monies for services provided. • Maintained budgeted level revenues and expense control by conducting weekly and monthly P&L analysis.

In this role, I drove Memphis branch marketing department and supervised 24 Sales Representatives, 20 Telemarketers, and 3 Quality Control Representatives in marketing services, providing technical support, and delivering exemplary customer service. Key Contributions:• Boosted revenue from $4.6M to $6.5M, and reduced customer cancellations from 51.3% to 35.4%.

During this time frame, I relocated across the country, serving in a series of TruGreen roles: Branch Marketing Manager, Canton, OH, 1996-1997• Boosted revenue from $4.54M to $5.85M and reduced customer cancellation from 38% to 27.8%. Branch Marketing Manager, Peoria IL, 1992-1996• Increased revenue from $2.5M to $4M and reduced customer cancellation from 41.1% to 32%. Branch Marketing Manager, Bloomington, IL, 1991-1992• Boosted revenue from $1.8M to $2.1M and reduced customer cancellation from 40% to 38%. Sales Representative, Milwaukee, WI, 1989-1991• Promoted sales of full range of agronomics and horticultural services to commercial and residential accounts, including technical support, diagnosis, and problem solving. District Sales Manager Trainee, Ripon WI, 1988