Customer Service Manager - North East Region

- Trained and coached Area Operations Managers, resulting in increased efficiency and improved leadership skills.- Collaborated with the Regional Manager and other assistants to develop and implement new company policies, contributing to a more streamlined and effective operation.- Managed a customer base of over 20,000, ensuring exceptional service and satisfaction.- Participated in cross-departmental policy development, providing valuable insights and perspectives to improve overall company performance.- Traveled to other office locations to train new management and audit processes, ensuring consistency and adherence to company standards.- Led recruitment efforts for Customer Service Supervisor positions, hiring top talent to maintain exceptional service standards.- Conducted regular leadership training in both one-on-one and group settings, fostering professional development and growth for team members.- Provided ongoing feedback on P&L to branches, enabling informed decision-making and strategic planning.- Developed, tested, and implemented a new inventory tracking system, resulting in greater efficiency and cost savings.- Supported a successful pilot marketing strategy within the region, contributing to increased brand awareness and revenue growth.- Collaborated closely with other departments to align objectives and drive coordinated efforts across the organization.- Brainstormed and implemented plans to cultivate a positive and productive company culture, enhancing employee engagement and retention.

- Successfully led and managed two geographically dispersed teams, one remote and one in-person, with exceptional results achieved through effective communication, resource management, and strategic planning.- Designed and optimized service routes for 12,000+ customers to ensure timely delivery of services and enhance productivity.- Collaborated closely with the Branch Manager to drive significant improvements in key performance indicators, including a 7.6% increase in branch completion percentage from Q1 to Q4, a 1.65% reduction in branch cancellation from Q1 to Q4, and a 23% increase in the 90-day Net Promoter Score over a four-month period. Notably, also improved Branch Gross Margin by over 20% through a keen understanding of financial management and business strategy.- Implemented new processes and expectations to optimize team effectiveness and increase branch success.- Designed and delivered individualized leadership training to team members, enabling them to develop new skills and improve performance.- Mentored and trained multiple team members who earned promotions within the company.- Successfully transitioned pest control technicians from hourly pay to a new production pay system, while mitigating any issues that arose during the transition.- Conducted candidate interviews and assessed qualifications for the Customer Service Representative position, selecting the most qualified and suitable candidates.- Analyzed and reported on profit and loss statements to inform strategic decision-making and achieve business goals.

- Successfully sold individualized residential pest control contracts by utilizing door-to-door sales techniques and effectively communicating the benefits of the service to customers who had no prior intention of purchasing pest control.- Participated in leadership training and played a key role in team success by setting and achieving daily, weekly, and monthly goals, tracking team progress, and collaborating with others to discuss improvement techniques and team morale.- Provided excellent customer service and attention both in-person and through phone conversations, building strong relationships with customers.- Pioneered and tested a new outbound sales program for the company, contributing to the development of new sales strategies.- Played a lead role in software support and created complex Microsoft Excel spreadsheets to allow the team to track success, improving the team's efficiency and effectiveness.

- Provided exceptional customer service by promptly addressing and resolving technical issues related to software and membership plans for fitness equipment.- Consistently exceeded sales targets by cross-selling and up-selling membership plans to existing customers.- Effectively managed and documented customer interactions and inquiries in the company's CRM system, ensuring accurate and up-to-date information for future reference and analysis.- Developed and maintained a deep understanding of the company's products, services, and policies, allowing for effective communication with customers and colleagues.