Harris Home services the Upstate South Carolina and surrounding region with a wide range of products and services. This includes Smart Home Security & Automation, Cameras/CCTV, Audio/Video, TV/ Monitor Mounts, Low Voltage Wiring, Lighting and more.

Wholesale Account Manager, providing industry leading Security, Fire, Access Control, Audio/ Video products and equipment. I am thankful for my time and experience here at Silmar. There is no other way to learn so much and meet so many great people. Absolutely great company.

I was offered and accepted the position of Field Operations Manager and tasked to rethink our tech on-boarding process and create an Online training curriculum that would teach all procedures, values, and the service it takes to be a Technician. All new technicians would be sent to me to be welcomed and go through the training process to be cleared for installation and service.Starting with tech on-boarding, I created a members-only technician website that included an automated careers page where new hires could submit all needed information, documents, and licensing if applicable. Once submitted, all info would be sent to all Depts involved. This site also included other resources including all documents, video content, tech forums, a built in social platform and more.I was over the content creation and management of the LMS for the field program and created a number of different courses and certifications including on-boarding courses; Company Overview, Getting Started, Customer Care, Payroll, Inventory, Installation, and Service. Other Courses & Content created included; Advanced Training - Covering landlines, hardwire systems, wall fishing, basics of electricity, troubleshooting. Skyline Installation Standards Certification - Covering all standards of installation, inspection, and customer care. CSR & Tech Support Training - This course was created for Customer Service and Tech Support Agents to remotely support common customer issues. Sales Rep CRM Training - Covering all aspects of the account setup via our mobile CRM System. Coordinated the Online Certification of our Manufacturers, including 2GiG GC2 & GC3 and IQ2.I managed and hosted multiple weekly live video conference calls and cover important topics, have guest speakers, and Q & A's. Other highlights include creating the Company Installation Standards, Technician Handbook, and outline of Quality Inspection Program

At Skyline Security, I manage a team of 30 to 40 technicians covering the eastern and mid-United States. I was solely responsible for all hiring advertisement, interviews, on-boarding, training, and maintaining oftechnicians in my region. I created effective and successful training methods and materials for all technicians in my region. I was also responsible for the launching and training of any new programs or processes. As the field manager, I oversaw many different aspects of our field program. I handled any technical problems installers may have as well as closely monitor and coordinate between the inventory, scheduling, payroll, funding, and operations departments. This included handling any discrepancies between technician and dept. I made sure technicians met all deadlines for payroll, inventory, and other departments as well as personally manage their inventory levels and what each technician is allowed to carry. At Skyline Security, accounts were not paid to the technician until the account has been funded. With this, my technicians always held an excellent and high weekly funding percentage and little to no tech errors across the board. I also worked with outside sales representatives to place quality technicians to install, service, and coordinate their accounts. With outside sales, the production and volume were very high and a single technician would install 20 to 30 accounts per week. The technician working with the outside sales representative must be trained and coached on how to effectively install such a large volume of customers each week while maintaining a peak funding percentage and quality of work.

At First Guard Alarm, I oversaw multiple positions and objectives.  I was asked to create and manage a Tech Program to install residential and small commercial alarm systems for a large marketing/ sales company.  In doing so, I created their pay structure, payroll process, field policies, and procedures. I was fully in control of all hiring campaigns, recruiting, interviewing, selection of tech, training, and managing the technician(s) throughout the duration of the techs employment with the company. By the 2nd Month of the company’s field program, I hired and managed 22 technicians averaging 90 installs per week. As the Field Manager, it was my responsibility to manage all operations in the field.  I also managed Payroll. I structured the process, technicians would submit payroll forms to me via email using our Payroll Excel Form. I would then calculate and check the payroll for accuracy and have it in on time to the CEO for approval on the final totals. Once approved I then submit them to the CFO to be deposited into the techs accounts before the cutoff.  I also managed and oversaw the Funding and Payouts of a large majority of the accounts that we installed. This includes fixing or resolving any issues on the accounts, resolving any customer complaints or discrepancies, resolving any cancellations and simply making sure all accounts that we installed are ready and submitted before the deadline at 2 pm each week. As the manager, I created all Training Materials and Training Videos for new company employees and company policies. This would include company behavior and integrity, paperwork, equipment, dress code, programming, troubleshooting, the chain of command, company contact information, and much more.

As a Field Service Technician, multiple installations were placed on my schedule each day. It was my duty to arrive at these appointments on time. Upon arrival, I will go over the work order with the customer and answer any questions they have about the company, equipment, pricing, or any questions they may have. At this time, I would also conduct a walk-through of the customer’s home, making sure to note and point out any vulnerabilities of the home to the customer and what my professional recommendations would be.  Then it was my responsibility to properly fill out all paperwork and collect the correct form of payment or information. Once complete, I would install the system neatly, professionally, to meet guidelines, and exceed customer expectations. Once complete, make sure that the work area has been cleaned to the customers liking. At this time, I will instruct the customer on the use of the system and make sure they are comfortable with its functions. It was very important to do the above in a timely and professional fashion.At Alliance Security, it was part of your job as a Field Technician to Upsell or Upgrade each customers MMR (Monthly Monitoring Rate) while onsite for the installation. In doing so, you would sell the customer more equipment to get them to a higher monthly rate. From the time I started at Alliance, I kept no less than a weekly average of 19.00 a month for each customer.  We also were expected to sell and collect more 60-month agreements rather than 36-month agreements. During my time with the company, I had an overall 90% rating for 60-month agreements. At Alliance, each technician had the opportunity to have the customer go online and write a review on their services as a technician and rate them from 1 to 5 stars on Trustpilot.com. This is something that I took great pride in and during my second month of being with Alliance I won MVP of Trust Pilot. The following month I also won 2nd Place for Most 5 star reviews in the company.

As a Field Service Technician, multiple installations are placed on my schedule each day. It is my duty to arrive at these appointments on time. Upon arrival, I will go over the work order with the customer and answer any questions they have about the company, equipment, pricing, or any questions they may have. Then it is my responsibility to properly fill out all paperwork and collect the correct form of payment or information. Once complete, I am to install the system neatly, professionally, to meet guidelines, and exceed customer expectations. Once complete, make sure that the work area has been cleaned to the customers liking. At this time, I will instruct the customer on the use of the system and make sure they are comfortable with its functions. It is important to do the above in a timely and professional fashion.I also managed Self-Generated Sales for the company. With this, I created all Marketing Strategies. It was my job to make our company stand out from all others in our industry. Once I received a lead it is up to me to consult the customer on our products, what their needs are, and walk the customer through the process of putting together the right package. Once this step was finished I would schedule the customer for a convenient date and time (for both customer and company schedule). It was important to make sure that the customer is ready for the day of installation, prior to arrival.