Chelsea Hart
Nassau
Summary
Accomplished Service Manager at Terminix with extensive experience in team management, daily operations oversight, and conflict resolution. Proven ability to enhance operational efficiency through strategic workforce coordination, process improvement, and performance management. Skilled in PestPac, Mission, Excel, and Google Sheets to streamline reporting, scheduling, and service execution. Recognized for elevating customer experience, driving revenue growth, and leading high-performing teams in fast-paced service environments.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
Service Manager
Terminix
Albany
10.2020 - Current
- Resolved customer complaints in professional and timely manner.
- Oversaw daily operations for home services and route technicians in residential and commercial settings, ensuring efficient service delivery.
- Utilized PestPac and Mission systems to streamline operations.
- Coordinated scheduling and dispatching of technicians for timely service delivery.
- Resolved escalated customer complaints to improve customer satisfaction.
- Hired, trained and supervised team of service staff members to meet business goals.
- Handled invoicing for subcontractors and office billing.
- Led a team of technicians, ensuring projects were completed on time and met quality standards.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products.
- Negotiated with vendors to secure best prices for parts and supplies.
Exclusion Customer Service Representative
Catseye/Terminix
Albany
01.2018 - 10.2020
- Answers high volume multi-line telephone system
- Coordinates schedules for construction crews and nuisance wildlife technicians
- Makes outbound calls to confirm appointments with clients
- Makes outbound calls to collect past due balances
- Reported daily on revenue completion, contributing to goal attainment
- Helping train new customer service representatives
- Worked with and became fluent with various computer programs
- Constant communication with technicians/managers throughout the day
- Managed daily interactions with upset customers, maintaining a positive service experience
- Communicated with inspectors to coordinate service scheduling
- Making sure construction crews have information they need to start the next days job
- Coordinated with third parties to schedule equipment for construction jobs
- Assisting other branches/managers by providing information in regard to bat evictions and exclusion
- Processing of completed work orders and verifying information to maintain accurate records
- Informed clients about current products and services, generating consistent revenue through sales
Veterinary Receptionist
Fort Polk Veterinary Clinic
Leesville
01.2008 - 11.2012
- Greeted/checked in clients and their owners when they arrive for appointments
- Managed daily data entry and scheduled routine and emergency appointments, ensuring efficient client flow and optimal service delivery.
- Worked with and became fluent with various computer programs
- Handled communications with clients professionally
- Promptly answered multi-line telephone system with excellent telephone and etiquette skills
- Refilled prescriptions for clients
- Cash handling, bill payments, and generating invoices
- Medical record maintenance before and after appointments, updating personal/financial information and filed patient charts
- Collaborated with veterinarians and team members to streamline communication and enhance patient care.
- Coordinated with veterinary professionals to educate clients, resolve complaints, and ensure accurate information exchange.
- Managed inventory levels to ensure product availability
- Processed end of the day reports and made daily bank deposits
- Opened and closed the clinic
- Obtained patient history and educated clients about heartworm, flea, and tick prevention options.
- Led as the receptionist and trained newly hired employees.
Server
Club Zydeco
Leesville
09.2010 - 08.2012
- Served food and beverages promptly with focused attention to customer needs.
- Attended to customer needs promptly, delivering personalized service to enhance overall dining experience.
- Managed multiple tables simultaneously, ensuring high service quality and customer satisfaction.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Built strong relationships with regular customers, fostering loyalty and repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Animal Caretaker
Columbia Green Humane Society
Hudson
01.2005 - 01.2008
- Cared for injured, sick, or hostile animals, ensuring their safety and well-being
- Cleaned kennels, fed, bathed, walked animals
- Cut nails, cleaned ears, medicated animals in the facility
- Provided high-quality customer service to families adopting pets, enhancing their experience
- Facilitated animal adoption processes, supporting families in finding suitable pets
- Stayed on top of laundry, sweeping and disinfection protocols.
Education
High School Diploma -
Hudson High School
Hudson06-2007
Skills
- Service Scheduling & Workforce Coordination
- Operational efficiency in PestPac, Mission, Microsoft, and Google
- Performance management
- Invoicing Accuracy
- Team leadership
- Team collaboration
- Solutions-oriented leadership
- Customer experience
- Problem-Solving & Critical Thinking
- Technical proficiency
- Multitasking in Fast-Paced Environment
- Work planning
Certification
Nuisance Wildlife Control Officer License
Timeline
Service Manager
Terminix
10.2020 - Current
Exclusion Customer Service Representative
Catseye/Terminix
01.2018 - 10.2020
Server
Club Zydeco
09.2010 - 08.2012
Veterinary Receptionist
Fort Polk Veterinary Clinic
01.2008 - 11.2012
Animal Caretaker
Columbia Green Humane Society
01.2005 - 01.2008
High School Diploma -
Hudson High School