Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
Awards & Recognition
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BRANDON J. STEPHENS, ACE

Fort Worth

Summary

Operations and Business Development Leader with 14+ years of experience driving revenue growth, operational excellence, and team performance across highly regulated service industries. Proven ability to scale districts, exceed quotas, and expand customer portfolios while maintaining 100% compliance with safety and quality standards. Skilled at building high-performing teams, strengthening client relationships, and aligning business strategy with organizational goals to deliver sustained profitability and customer retention. Recognized for balancing strategic vision with hands-on leadership that delivers measurable results.

Overview

16
16
years of professional experience
1
1
Certification

Work History

District Manager

Rentokil
04.2023 - Current
  • Maintained 100% compliance with federal, state, and local regulations, including flawless results across all internal and external annual audits.
  • Directed 200+ inspections and audits annually, eliminating deficiencies and reducing quality issues by 75%.
  • Reduced recurring pest incidents by 50% by engineering tailored site-specific strategies addressing environmental, structural, and sanitation risk factors.
  • Increased district revenue by 22% YoY while boosting customer retention from 89% to 93% through strategic planning and operational improvements.
  • Improved service response time by 28% and technician productivity by 12% by analyzing KPIs and implementing corrective actions.
  • Achieved 90%+ customer retention across 2,000+ accounts by resolving high-impact issues quickly and delivering proactive solutions.
  • Recruited, trained, and retained 30+ technicians, maintaining colleague retention above 90% and fostering a culture of accountability and teamwork.
  • Expanded client base by 20% and drove $1.2M in upsell revenue annually by capturing new opportunities and deepening existing relationships.
  • Lifted district profit margins by 14% YoY by collaborating with senior leadership on strategic planning initiatives.
  • Kept district strategies ahead of industry shifts by integrating emerging trends, regulatory changes, and new technologies.

Operations Manager

Rentokil
05.2019 - 04.2023
  • Directed operations for a $3M service area, consistently exceeding revenue, retention, and sales targets.
  • Reduced turnover by 75% by developing and rolling out a mentoring program that improved engagement and career development.
  • Negotiated vendor and service contracts that cut operational costs by 17% while boosting margins.
  • Increased efficiency by 27% through process improvements that streamlined workflows and optimized technician routes.
  • Improved compliance scores by 30% by standardizing audit preparation and corrective action processes.
  • Expanded district capacity by 11% by aligning staffing and resources with growth opportunities.

Operation Support Specialist

Rentokil
11.2017 - 05.2019
  • Supervised and coached 10 specialists, improving quality scores by 50% and boosting team retention.
  • Achieved 96% customer retention across a diverse portfolio by resolving complex, high-priority issues with speed and professionalism.
  • Increased service quality ratings by 52% by designing and delivering new training initiatives adopted company-wide.
  • Streamlined support processes, reducing case resolution time by 40% and enhancing customer satisfaction.
  • Partnered with district leadership to align support operations with revenue and retention goals, directly contributing to sustained growth.

Pest Control Specialist

Rentokil
12.2015 - 11.2017
  • Delivered pest management services across 500+ residential and commercial accounts, ensuring compliance with safety, regulatory, and environmental standards.
  • Achieved a 95%+ customer satisfaction rating by diagnosing complex infestations and implementing effective treatment strategies.
  • Reduced recurring service calls by 30% through proactive inspections and preventive recommendations.
  • Specialized in integrated pest management (IPM), balancing chemical and non-chemical methods to minimize risk and improve long-term results.
  • Trained new technicians on service protocols and safety practices, contributing to faster onboarding and improved service quality.

Pest/Termite Technician

Terminix
08.2013 - 12.2015
  • Serviced 650+ residential accounts, delivering customized pest management solutions aligned with regulatory and safety standards.
  • Boosted customer retention by 12% through proactive issue resolution and relationship-building with long-term clients.
  • Cut recurring service callbacks by 38% by accurately diagnosing root causes and applying targeted treatments.
  • Recognized for top performance in service quality and client satisfaction within the regional branch.
  • Collaborated with senior specialists to pilot advanced treatment protocols, contributing to improved service outcomes and team knowledge.

Lead Territory Service Representative

Scotts Lawn Service
03.2010 - 08.2013
  • Managed 300+ residential lawn accounts, delivering fertilization, weed, and pest control services with a focus on customer satisfaction and retention.
  • Ranked in the top 10% of reps regionally for sales growth by upselling seasonal services and expanding client packages.
  • Mentored new hires on treatment protocols and customer communication, reducing onboarding time and improving service consistency.
  • Increased renewal rates by 50% through proactive client engagement and tailored service recommendations.

Education

High School Diploma -

Penn Foster High School
05.2007

Skills

    Leadership & People Development

  • Team leadership, motivation, and coaching
  • Recruiting, training, and professional development
  • Performance management & accountability culture
  • Employee relations & conflict resolution

    • Business Development & Client Growth

  • Revenue generation & quota achievement
  • New business development & territory expansion
  • Contract negotiation & client retention strategies
  • Upselling, cross-selling, and key account management

    • Operations & Strategic Management

  • Business management principles & strategic planning
  • KPI tracking, analysis & sales forecasting
  • Cost management & expense reporting
  • Process optimization & operational efficiency

    • Communication & Problem-Solving

  • Strong written and verbal communication
  • Consultative customer engagement & trust building
  • Conflict resolution & stakeholder management
  • Results-driven decision making under tight deadlines

    • Technical Proficiency

  • Microsoft Office Suite (Excel, PowerPoint, Word)
  • Google Workspace (Docs, Sheets, Slides)
  • CRM & service management platforms

Accomplishments

  • Revenue Growth: Increased district revenue by 22% YoY while boosting customer retention from 89% to 93%, strengthening both top-line growth and long-term client relationships.
  • Operational Efficiency: Improved service response time by 28% and technician productivity by 12% through KPI-driven performance management.
  • Audit & Compliance Excellence: Maintained 100% compliance with federal, state, and local regulations, achieving perfect results across 12+ internal and external audits annually.
  • Customer Impact: Achieved 90%+ customer retention across a portfolio of 2,000+ accounts by resolving issues quickly and implementing proactive solutions.
  • Team Leadership: Recruited, trained, and retained 30+ technicians, maintaining 90%+ colleague retention and building a high-performance, accountability-driven culture.
  • Business Development: Expanded client base by 20% and generated $1.2M+ in upsell revenue annually through consultative selling and territory expansion.
  • Profitability: Partnered with senior leadership to implement strategic initiatives that lifted district profit margins by 14% YoY.

Affiliations

  • ESA - Entomological Society of America

Certification

Associate Certified Entomologist

TDA Certified Applicator in Pest

TDA Certified Applicator in Termite

TDA Certified Applicator in Commodity Fumigation

TDA Certified Applicator in Weed Control

TDA Certified Applicator in Lawn & Ornamental

NPMA Green Pro Certification

NPMA Quality Pro Certification

Certification in Integrated Pest Management

Certification in Good Manufacturing Practices

Certification in OSHA 10-Hour Hazard Recognition

Timeline

District Manager

Rentokil
04.2023 - Current

Operations Manager

Rentokil
05.2019 - 04.2023

Operation Support Specialist

Rentokil
11.2017 - 05.2019

Pest Control Specialist

Rentokil
12.2015 - 11.2017

Pest/Termite Technician

Terminix
08.2013 - 12.2015

Lead Territory Service Representative

Scotts Lawn Service
03.2010 - 08.2013

High School Diploma -

Penn Foster High School

Awards & Recognition

  • President’s Club Award (2024) – Honored for ranking in the top 5% of district managers nationwide for revenue growth and customer retention.
  • Operational Excellence Award (2022) – Recognized for maintaining 100% audit compliance across all district branches.
  • Top Performer Award (2019) – Achieved highest customer satisfaction scores in region while leading operations team.
  • Leadership Recognition (2018) – Selected to mentor new managers company-wide, based on exceptional team development and retention results.

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