Sherry E. Rose Email & Phone Number

Dallas, Tx, Us

Atlanta, Georgia, Us

Delivered leadership and support within a $2.9bn global business consisting of nine brands, a network of 5,500 company-owned locations and franchised license serving 10.5M residential and commercial customers. Reported to the President, I led all contact center operations for Terminix which provides termite and pest control services to approximately 2.8M residential and commercial customers in 47 states. My key accomplishments:* Answered 7M inbound sales and service calls per year, sold 85% of company annual pest contracts, managed $11.4M outbound collections and centralized administration for branches to increase efficiencies.* Managed $42M P&L, delivering a 9% decrease in refunds, saving the company $977K in 2018.* Enhanced customer service scores by 5% through increased agent empowerment, improved training and ongoing process improvements.* Launched a click-to-chat program in sales and service which grew 55% annually.* Identified a BPO partner in 2017 and integrated to drive improved efficiencies in 2019.* Partnered with the internal Transformation Office in launching a multi-year project to implement the Salesforce platform across all customer and employee touch-points.

Atlanta, Georgia, Us

Reporting to the COO, centralized all franchise service functions maximizing efficiencies and driving process improvements. Dispatched 100K leads and 15K work orders annually to the disaster restoration and janitorial franchise networks. Completed QA reviews for $250M in mitigation claims on behalf of national insurance partners. Drove process improvements in product distribution, franchise contract renewals, franchise royalty collections, and bad debt collections. Achievements in this role: * Launched a new software platform across the network of 581 disaster restoration franchisees. The software drove improved reporting to national insurance partners, enhanced standards of service delivery across the network, and improved local account visibility enabling new account growth. * Generated $750K in the first year, 99% of the network converted to the platform ahead of plan due to robust training and support. * Exceeded planned 1st year return by 263%.

Atlanta, Georgia, Us

Reporting to the CMO, developed a national online strategy to drive 400K multi-channel leads to franchisees. Initiated first mobile website for ServiceMaster along and a centralized prospect database to track sales campaigns and account productivity. Conducted monthly department sales meetings to monitor sales results and accountabilities against national and regional insurance targets, creating alignment. Administered the insurance agent continuing education program offered in 46 states. Achievements in this role: * Initiated the new brand name ServiceMaster Restore, separating fro ServiceMaster Clean to better penetrate insurance and commercial markets. * Grew site traffic 15% and decreased cost per lead 18% as well as supervised national trade show and hospitality strategy. * Expanded the national continuing education program to an average of 3,000 agents credits processed monthly.

Atlanta, Georgia, Us

Reporting to the President, spearheaded all branch operations for the largest home cleaning provider in the nation, offering customized residential cleaning services across 900+ franchises and branches in the US and 1,400 franchises worldwide. Activated a field-based sales management program. Planned and executed all branch meetings and training. Optimized safety metrics through training, tracking and improved reporting. Guided 6 regional managers and conducted field visits and business evaluations. Achievements in this role:* Achieved a 4% growth of company-owned locations, to $20M during the economic decline* Drove customer retention rate to 53% through improved service delivery and quality assurance programs.* Reduced employee turnover 30% by instituting centralized HR processes across the employee lifecycle.

Atlanta, Georgia, Us

Reporting to the President, turned around company-owned branches by centralizing marketing strategy and spend, instituting a lead management process, and renewing sales training. Updated brand and all marketing assets and provided sales and marketing leadership to the franchise network. Achievements in this role: * Opened new lead channels, developed annual marketing plans with the collaboration of the franchisees. * Provided the network with refreshed marketing messages and materials targeted to key customer segments driving a more profitable sales acquisition strategy.

Carlsbad, Ca, Us

Joined Jenny Craig as the company launched its expansion across the US.Held operational leadership roles including Regional Director and Divisional Director in the Northeast, ultimately responsible for $34M, 77 centers and 700 employees.Moved to the Corporate Office and held Director roles in Training, New Business and Customer Relationship Management.