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Work Background
M&W Termite Control Company Inc. Director Of Business Operations
Aug. 2018Memphis, TN * Manage business operations which includes both residential and commercial customers for a local business owner * Grew reported annual revenue 13% in the first 12 months while on staff * Implemented operational efficiencies to increase the overall productivity of the staff both in the field and office * Effectively introduced a new service line to the company portfolio of services which contributed to the year-over-year growth * Manage the annual marketing plan and budget * Manage contractor and vendor relationships * Create and maintain standard operating procedures for customer service, clerical and field processes * Collect and organize key performance data
ServiceMasterDirector of Customer Service - Franchise Services Group
Jul. 2015 - Mar. 2018• Manage a team of 9 who make up the national account customer service department that contributes over $46M in annual revenue with 4% growth over prior year
• Manage the vendor relationship of work order software, Corrigo, as it relates to product development, maintenance and enhancement of the tool
• Create and maintain standard operating procedures for account coordinators, subcontractors, third party customers and franchise operations • Oversee the collection of accounts receivables for 141 third party accounts ranging from $2,500 - $12M in annual revenue
• Collect and organize key performance indicator data from multiple sources to better understand department productivity and drive operational efficiency
• Lead a team to develop and implement business conferences and conventions with budgets ranging from $500K - $1M for up to 800 participants
ServiceMasterDirector of Business Development
Nov. 2012 - Mar. 2018Memphis, TN• Led a franchise support team of 4 business development consultants who provided operational and marketing support to over 250 franchisees
• Oversaw the management and the accuracy of all franchise agreement compliance related tasks including: royalty reporting, contract renewals, accounts receivables, insurance compliance and customer service related issues
• Used a strong foundation of trust to resolve escalated franchise relationship concerns • Implemented strategic plans designed to meet the service line growth objectives
• Aided in the development and execution of the annual franchise license sales strategy
ServiceMasterBusiness Development Consultant
Jan. 2006 - Nov. 2012Memphis, TN• Assisted franchise businesses with their revenue growth and business optimization. This was accomplished by developing annual sales, marketing, and financial plans with franchises
• Performed regular business evaluations and tracked progress for over 50 individual franchises. Consistently gathered and analyzed data in order to make sound operational and marketing recommendations. Used a foundation of trust and commitment to overcome franchise objections • Advised franchises on how to evaluate and act using financial analysis tools such as profit and loss statement, balance sheet, and cash flow statement
• Identified business needs and opportunities to improve performance and growth by leveraging company operating systems. Facilitated learning and sharing of best practices in a wide variety of formats, including group presentations and face-to-face training ranging from 1 – 100 attendees
• Contributed to the curriculum development and training of all new franchise owners and office managers during the franchise training session
American Home ShieldNational Accounts Manager
Sep. 2002 - Jan. 2006Memphis, TN• Built, managed and served as primary contact for strategic partnerships with internal and external business partners. Partnerships included USAA, Farmers and CitiMortgage
• Organized, planned and directed the implementation of marketing programs for all business partners
• Managed direction of internal functional support, including marketing, business intelligence, operations, legal finance and sales
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