Customer Service Data Entry
Resume:
KEVIN DEFFENBAUGH
Harleysville, PA 19438
*****.***********.**@*****.***
EXPERTISE IN SALES, CLIENT/EMPLOYEE RELATIONS, OPERATIONS MANAGEMENT
Forward-looking business professional with an outstanding background in client relations and customer service with solid knowledge of management practices both in theory and application. With a concentration in “Interrnal” and “External” customer retention, along with sales growth, I am looking to secure a position where I may utilize my multifaceted management skills; including but not limited to, quality assurance, incentive programs, P&L, sales management development, training experience, customer service. I also possess a proven track record in a managerial environment promoting inclusion, diversity, and team culture.
CORE COMPETENCIES
Customer Service Sales Leadership Business Management Staff Training
Community Relations Program Development Client Relations Key Account Management
Hospitality Promotional Marketing Quality Assurance Intermediate Spanish Diversity and Inclusion Team Building
EXPERIENCE & ACHIEVEMENTS
Rentokil Terminix (Terminix Legacy Emp.)
Residential Service Manager; Plymouth Meeting, PA 19462 04/2019– CURRENT
Conduct one-on-one and team meetings with employees to review recent performance results.
Coordinate tactical/technical training to promote technician/employee development.
Logistics for routing optimizations and scheduling
Collaborate with Dispatchers each day on:
Review work order results and ensure quality and order completeness.
Prioritize work orders based on pre-determined ranking, customer and financial criteria.
Review technician performance and behavior to maximize customer service and operational efficiency.
Assess and adjust manpower allocation for the day relative to customer demand and based on the approved technician.
Account for:
Scheduled days off (PTO).
Sick calls - assist dispatcher on last minute re-allocation of capacity.
All day jobs or otherwise unavailable technicians.
Unforeseen Increase in demand.
Address customer complaints and satisfaction issues in a timely matter.
Same day response to customer inquiries resulting in a positive response for the customer and LTP.
Inspect trucks and uniforms.
Verify truck inventory has been re-stocked.
Assess truck and uniform condition and address unacceptable results as needed.
During the paperwork turn in process, review prior day invoices and tech time sheet for:
Accuracy and thoroughness
Proper accounting of funds collected.
Opportunities for improvement in customer service and second task management.
Attend/orchestrate Daily Huddle to:
Determine actions needed to hit daily/weekly/monthly goals.
Inform Call Center of resource changes and ensure the board is constantly updated to reflect adjustments in tech capacity.
Provide Same Day Service!
ESSENTIAL JOB FUNCTIONS:
Pest Management solutions for Residential and Commercial properties
Service Solutions and sales
Hold 1:1 meeting with Branch and Divisional Manager to review Service Mgr.'s weekly report and to develop corrective action plans as necessary.
P&L Review
Review revenue and other PNL results relative to budget.
Review direct labor and material %'s to prior year and budget.
Review Route Completion and additional metrics (i.e. Missed Rate, Cust Satisfaction, Emp. performance.)
Determine and execute corrective action plans (when applicable)
OTHER JOB FUNCTIONS:
Participate in Strategic Planning sessions to provide input on future direction.
Collaborate with HR on recruiting, training, retention programs.
RK Environmental Services LLC
Service Specialist; Westwood, NJ/Downingtown, PA 09/2017 – 04/2019
Pest Management solutions for commercial food and pharmaceutical production, processing and distribution facilities
Service Solutions and sales
Current 2018 Sales: 20K
Logistics for routing optimizations and scheduling
Consultation for Audit readiness.
-SQF
-NSF
-ASI
-GMP
-FDA
-MILITARY
-BRC
-THIRD PARTY AUDITS
-SELF AUDITS
Rollins Inc. / ORKIN Pest Control
Sales Inspector York, PA/Wilmington, DE 06/2017 – 08/2017
Inspect residential and commercial properties for conducive conditions.
Consult Home and Business owners how to manage and correct said conditions.
$68,000 in sales of product/services for June, $156,000 in proposals in field for June
$72,000 in sales product/services in July, $143,000 in proposals in field for June
$34,000 in sales product/services in August, $96,000 in proposals in field for August
Rollins Inc. / ORKIN Pest Control
Service Manager New Town Square, PA/Wilmington, DE 05/2016 – 06/2017
Conduct one-on-one meetings with employees to review recent performance results.
Coordinate tactical/technical training to promote technician/employee development.
Collaborate with Dispatchers each day on:
Review work order results and ensure quality and order completeness.
Prioritize work orders based on pre-determined ranking, customer and financial criteria.
Review technician performance and behavior to maximize customer service and operational efficiency.
Assess and adjust manpower allocation for the day relative to customer demand and based on the approved technician.
Account for:
Scheduled days off (PTO).
Sick calls - assist dispatcher on last minute re-allocation of capacity.
All day jobs or otherwise unavailable technicians.
Unforeseen Increase in demand.
Address customer complaints and satisfaction issues in a timely matter.
Same day response to customer inquiries resulting in a positive response for the customer and LTP.
Inspect trucks and uniforms
Verify truck inventory has been re-stocked.
Assess truck and uniform condition and address unacceptable results as needed.
During the paperwork turn in process, review prior day invoices and tech time sheet for:
Accuracy and thoroughness
Proper accounting of funds collected.
Opportunities for improvement in customer service and second task management.
Attend/orchestrate Daily Huddle to:
Determine actions needed to hit daily/weekly/monthly goals.
Inform Call Center of resource changes and ensure the board is constantly updated to reflect adjustments in
technicians’ capacity
Provide Same Day Service!
ESSENTIAL JOB FUNCTIONS:
Hold 1:1 meeting with Branch and Divisional Manager to review Service Mgr.'s weekly report and to develop corrective
action plans as necessary.
P&L Review
Review revenue and other PNL results relative to budget.
Review direct labor and material %'s to prior year and budget.
Determine and execute corrective action plans (if needed)
OTHER JOB FUNCTIONS:
Participate in Strategic Planning sessions to provide input on future direction.
Collaborate with HR on recruiting, training, retention programs
Fundamental of Management @Rollins University (completed requirements for graduation Dec. 9th 2016)
Commercial Pest Control Phase I Certification (June 17th 2016)
Commercial Pest Control Phase II Certification (Nov. 9th 2016)
Servicing Precision Protection Accounts; Gold Medal Accounts Certification (January 2017)
Mastering the Art of Front Line Customer Service Program; Certification (Feb. 2017)
Integrated Pest Management and Good Manufacturing Practices Certification (Feb. 2017)
Rollins Driver Safety Program Certification (May 2016)
Fleet Defense Alert Driving Certification (Jan. 24th 2017)
2017 Sentricon Advanced Training Program Certification (Jan. 2017)
Wendy’s Pest Elimination Certification (July 2016)
Bed Bug Certification (July 2016)
Termite Control Certification (June 2016)
Quality Pro Certification; Mark of Excellence in Pest Management (Mar. 15th 2017)
Serve Safe Certified (exp. 10/2018)
McOpCo (McDonald’s Corporation of the Northeast Philadelphia Region)
Department Manger III / General Manager, Kennett Square, PA Store 10/2014 – 05/2016
Oversee all operations of company location, including sales, service, staffing, payroll, inventory and maintenance. Lead management team and crew to meet or exceed sales goals for store. Accountable for annual P&L. Manage and delegate required daily, weekly, monthly and quarterly audits and reports. Initiate community relations-focused events to build goodwill with the community.
Increased guest retention by 11.1 % over last year.
Increased sales by 11% over last year.
Reduced employee 90 day employee turnovers from 87% to 13%, Rank #1 of six stores in patch, U.S. rank #1 of 1525 stores for crew turnover and staffing with an overall people ranking of #2 in patch, U.S. rank #208 of 1525
In 2014, received McDonald’s Corp. Award for Profitability Excellence and Award for Guest Service Excellence
In 2015 received McDonald’s Corp. Award for “Best In Voice/Customer Satisafaction” for August through November.
Received QCIP bonus for 4th quarter 2015 for achieving Best In Voice Overall, Guest complaints per 100k, Employee 90 day turnover and exceeding all net sales projected vs P&L by 10.7%.
Increased overall store sales by 4.1 % vs. last year.
Overall Profitability U.S. ranking #514 of 1525 stores.
Ranked #1 in patch of six stores in patch for Food Cost, U.S. rank #3 of 1525 stores
Ranked #1 of six stores in patch, U.S rank #524 of 1525 stores for Operations Excellence
Overall ranked #3 in patch of six stores, U.S. rank of #467 out of 1525 stores
Participated in Shop with the Sheriff, Chester County Sheriff Dept. PA 2014 and 2015 to benefit less fortunate children for the Christams/Holiday season.
Department Manger II: People/Guest Services, Pennsville, NJ and New Garden, PA 10/2007 – 10/2014
Created and maintained weekly schedules, staffing levels, orientation and training plans for crew members and subordinate managers. Projected hourly sales or transaction counts and fixed hours (e.g. crew training, PM, merchandising). Ensured daily labor was within projections. Monitored and reported progress on department goals, controls, and objectives. Completed weekly/monthly labor analysis. Conducted cash audits and safety audits.
Increased guest retention by 3% year over year
Decreased employee accidents by 90% vs. previous year
Served as Interim General Manager (GM) as needed (Pennsville NJ and New Garden, PA stores)
Promoted to GM of Kennett Square, PA store in October 2014
Ferm Development Company (a 35-year-old ferm property management co. with $4.2mi in annual revenue)
Operations/Property Manager, New Castle, DE 4/2004 – 9/2007
Accountable for property sales efforts, leasing contracts, client relations, and client retention. Responsible for ensuring top condition for properties, including directing maintenance, grounds keeping, inventory, and ad hoc requests. Charged with other administrative duties, including managing staff, inventory control, and bank deposits. Supervised public auctions.
Created/maintained service/sales plan for assigned base of 500+ accounts; increased revenue by 7%
Streamlined operations by creating fixed routines, creating more efficient auctions and higher revenue.
During tenure, awarded 18 certificates for Outstanding Salesmanship, which are given to top 5% of producers
Cartana LLC (a music production and management company for Metal/Gothic/Industrial artists)
Co-owner/Operations Manager, Bear, DE 1/2001 – 3/2008
Co-founded the partnership in January 2001 to serve as a holding company for record label Dead Cell Records, publishing arm Black Circus Media, and artist management business All Hearts Entertainment. Responsibilities included entertainment management, promotion, marketing, booking, and production.
I was retained by Turner/Warner, owners of Cartoon Network/Adult Swim, to create and produce soundscapes /digital music tracks for the intermission/black quote screens on Adult Swim for a contractual five year royalty payout.
EDUCATION & TRAINING
UNIVERSITY OF DELAWARE 1997 – 1999
core basics and intro to business management
DELAWARE TECHNICAL & COMMUNITY COLLEGE 2000 – 2001
Received certifications in Customer Service, Office Management and Data Entry
THE MOMENTUM GROUP 2006
Completed Sales Technique Workshop
McOpCo (McDonald’s Corporation) 2007 – 2016
Certified in Basic Shift Management (BSM) (2008)
Certified in Advanced Shift Management (ASM) (2009)
Completed Logistical Sales Management (People and Guest Services) (2013-2014)
Completed Dept. Management capstone class (2014)
Serve Safe Certified - expires 10/2018
TECHNICAL SKILLS
Sales, Marketing and Operations
Deployment Strategies
Training and Development
Human Resources
Intermediate Accounting
Intermediate Spanish
High-proficiency with computers, A/V equipment and a multitude of electronics
Point-of-sale and Inventory systems
Microsoft media
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