Donna C. Fayne
Collierville,TN
Summary
National account executive and manager with expertise in strategic account and relationship management. Demonstrated success in improving client retention and satisfaction through effective communication and collaboration with cross-functional teams. Focused on achieving business objectives while proactively identifying and resolving issues with NPS scores and Revenue Integrity ranging from 93-98%.
Overview
12
12
years of professional experience
Work History
National Data Administrator
Rentokil Initial
Memphis, Tennessee
12.2025 - 04.2026
- Developed reports to monitor service performance and operational trends.
- Assisted implementation of new data management tools, streamlining workflow processes.
- Responded promptly to internal inquiries on data-related issues and requests.
- Provided technical assistance in creating queries for data retrieval from databases.
- Reviewed and analyzed data requirements, identifying discrepancies and recommending improvements.
- Maintained database integrity through regular backups and proactive maintenance tasks.
National Portal Office Admin
Rentokil Initial
Memphis, Tennessee
12.2022 - 12.2025
- Identified customer needs promptly, enhancing service delivery and product quality.
- Collaborated with cross-functional teams to align efforts with organizational goals, ensuring project success.
- Conducted comprehensive research and data analysis to inform strategic planning decisions.
- Utilized advanced technical skills to troubleshoot complex problems, enhancing system functionality.
- Contributed innovative ideas that led to improved processes and measurable outcomes.
- Provided support and guidance to colleagues, fostering a collaborative work environment.
- Worked successfully with diverse coworkers to address product-related issues and meet objectives.
National Commercial Account Executive
Terminix International
Memphis, USA
05.2019 - 12.2022
- Identified, maintained, and expanded relationships with account decision makers and influencers to drive engagement.
- Provides comprehensive, strategic account management and penetration to achieve quarterly and annual business goals.
- Impacts Client Retention and Net Promoter Score (NPS) - this is a key metric for the position.
- Solidifies and expands client relationships with regular communication via telephone, email and face-to-face meetings as necessary.
- Collaborated with internal departments and service branch, technical and operations managers to resolve complex service issues, enhancing customer satisfaction.
- Organized and led in-person, telephone, and online meetings with sales teams and clients.
- Works with selling teams to assist in the identification and execution of cross-sell opportunities.
- Supported sales teams in developing contractual proposals for account renewals, ensuring alignment with client needs.
- Works with Accounts Receivable department to facilitate collection of delinquent account prior to credit-hold and refusal of service.
- Effectively works with other department personnel to move account information through appropriate channels in a timely and productive manner.
- Consistently maintains and nurtures good working relationships with external and internal customers.
- Documents imperative communications between client and/or service branch accordingly.
- Builds expertise in assigned strategic business groups (SBGs).
National Commercial Service Coordinator
Terminix International
Memphis, USA
06.2017 - 04.2019
- Managed primary contact for assigned portfolio of national commercial accounts, delivering timely support and communication.
- Facilitated service requests, improving customer satisfaction through effective resolution.
- Partnered with branch management on resolving escalated issues.
- Collaborated with billing on invoicing and reconciliation processes to ensure accuracy and efficiency.
Nationl Client Service Advisor II
First Data
Memphis, USA
09.2014 - 07.2016
- Corporate point of contact across all client acquiring products and services for National accounts of 4M or greater annual revenue.
- Managed comprehensive client profile overviews, including contacts, set-up requirements, and contracts to support effective business partnerships.
- Supported, managed and maintained all client profiles within my portfolio.
- Coordinated projects for new product launches and software installations to enhance client service capabilities.
- Trained clients on new tools and product offerings.
- Resolved escalation tickets utilizing Alerts Management.
- Conducted audits to identify improvement areas and ensure compliance with operational standards.
Education
Coursework - Business
Columbia International University
Columbia, SCSkills
- Data analysis and reporting
- Data management strategies
- Database management
- Project management
- Microsoft Office applications
- Google Workspace tools
- Account management
- Sales Force
- Five 9
Professional References
- Heather Heath, 484.650.9440, Portal Manager Rentokil -Terminix, 3 years
- Christine Brady, 610.425.8265, Revenue integrity Manager -Rentokil Terminix, 2 years
- Ginger Garza, 901-289-0498, Product Management Director -First Data, 15 years
- Jenifer Smith, 972.896.1848, Product Management Director -First Data, 15 years
- Tina Gatwood, Managed Account Coordinator- Fed Ex, 5 years
Timeline
National Data Administrator
Rentokil Initial
12.2025 - 04.2026
National Portal Office Admin
Rentokil Initial
12.2022 - 12.2025
National Commercial Account Executive
Terminix International
05.2019 - 12.2022
National Commercial Service Coordinator
Terminix International
06.2017 - 04.2019
Nationl Client Service Advisor II
First Data
09.2014 - 07.2016
Coursework - Business
Columbia International University