DEANNA GILLETT
Waynesville,MO
Summary
Customer-centric professional skilled in analyzing performance metrics and driving operational improvements that enhance customer retention. Demonstrates a proven track record of resolving complex issues and elevating service delivery through strategic collaboration. Recognized for contributions to process optimization and the ability to communicate insights effectively.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Credit Card Processing Team Member
Terminix
remote, remote
10.2021 - Current
- Processed credit card transactions efficiently for customer service team.
- Maintained accurate records of all credit card transactions.
- Conducted routine audits to ensure transaction data accuracy.
- Trained new employees on credit card processing procedures.
- Evaluated existing systems for potential improvements in speed or efficiency.
- Advised management on best practices for accepting various forms of payment from customers.
- Monitored merchant accounts for suspicious activity and fraudulent charges.
- Communicated with other departments to ensure proper resolution of any discrepancies related to credit card processing activities.
- Ensured compliance with company policies and financial regulations.
- Maintained records of all incoming and outgoing credit card payments.
Retention Administrator
Rentokil Terminix
10.2021 - Current
- Manage customer retention efforts by resolving account concerns, identifying solutions, and strengthening customer relationships.
- Handle complex customer service issues while maintaining a professional and customer-focused approach.
- Troubleshoot account, program, and system-related issues for customers and internal team members.
- Lead and support a Saturday team of 17 employees, providing coaching, training, motivation, and performance guidance.
- Assist leadership with daily operational activities to ensure efficient workflow and service delivery.
- Support employee development through onboarding assistance, training materials, and ongoing coaching.
- Collaborate with management to improve customer satisfaction, operational effectiveness, and team performance.
- Analyze operational trends and performance metrics to identify opportunities for improvement.
- Coordinate employee incentive programs designed to increase engagement and performance.
- Recognized as Employee of the Month twice in 2024 through peer nominations.
- Managed scheduling and logistics for service appointments and team activities.
- Prepared documentation and reports to assist field technicians and management.
- Maintained inventory records and ordered supplies to ensure operational efficiency.
- Performed data entry tasks into computer databases from paper documents.
Sales Solutions Specialist
Angi
07.2021 - 10.2021
- Consulted with prospective service providers to develop customized advertising solutions aligned with business goals.
- Managed sales pipelines and lead activity through CRM systems.
- Created persuasive presentations and proposals that communicated advertising value and ROI.
- Negotiated contracts and pricing agreements while maintaining company profitability.
- Delivered exceptional client support by resolving concerns and providing ongoing strategic recommendations.
- Shared market insights and advertising best practices to help clients maximize campaign performance.
- Conducted training sessions for team members on sales strategies.
- Managed client relationships to ensure satisfaction and retention.
- Utilized CRM software to track customer interactions and sales progress.
Smart Home Pro
Vivint Smart Home
09.2019 - 07.2021
- Installed, configured, and maintained residential smart home and security systems, including cameras, alarms, access controls, and monitoring equipment.
- Conducted site assessments and recommended customized security solutions based on customer needs.
- Provided technical troubleshooting and repair services for existing systems.
- Educated customers on system operation, maintenance, and best practices.
- Maintained detailed installation documentation and inventory records.
- Supported team success through coaching, collaboration, and leadership by example.
- Consistently delivered professional customer service while managing multiple projects and priorities.
Technician
Southern Star, Inc.
02.2019 - 09.2019
- Installed and configured audiovisual, networking, and security equipment in residential and commercial environments.
- Conducted system testing, troubleshooting, and quality assurance inspections.
- Collaborated with technicians and clients to ensure successful project completion.
- Trained end users on equipment operation and system functionality.
- Maintained inventory, tools, and installation materials while adhering to safety standards.
Shift Manager
CVS Pharmacy
09.2017 - 02.2019
- Supervised daily store operations and led a team of employees to achieve customer service and sales objectives.
- Assisted with recruiting, onboarding, scheduling, and performance management activities.
- Resolved customer concerns and escalated issues while maintaining a positive customer experience.
- Monitored inventory, merchandising standards, and operational compliance.
- Analyzed sales performance and supported initiatives to drive revenue growth.
- Coordinated promotions and special events to increase customer engagement and store performance.
- Supervised daily operations and ensured compliance with company policies.
- Managed team schedules and maintained adequate staffing levels during shifts.
- Trained new employees on customer service standards and operational procedures.
- Coordinated inventory management and assisted with stock replenishment efforts.
- Monitored cash handling procedures to ensure accuracy and security.
- Resolved customer issues and complaints effectively to enhance satisfaction.
Sales Representative
Lithia Motors
08.2017 - 09.2017
- Guided customers through vehicle selection and purchasing decisions using a consultative sales approach.
- Built strong customer relationships through exceptional service and product knowledge.
- Managed leads and follow-up activities through CRM systems.
- Coordinated with finance and operations teams to facilitate successful vehicle purchases.
- Earned positive customer feedback for professionalism, responsiveness, and service quality.
Education
Diplomia -
Skills
- Data Analysis & Reporting
- Microsoft Excel
- Trend Analysis
- Customer Insights
- Performance Metrics
- Business Intelligence
- Data Interpretation
- Client Relationship Management
- Process Improvement
- Critical Thinking
- Quality Assurance
- Dashboard Reporting
- Data Validation
- CRM Systems
- Root Cause Analysis
- Statistical Reporting
- Operational Analysis
- Survey & Feedback Analysis
- Stakeholder Communication
- Presentation of Findings
- Technical Troubleshooting
- Cross-Functional Collaboration
- Documentation & Reporting
- Credit card processing
- Transaction auditing
- Payment system analysis
- Compliance adherence
- Customer relationship management
- Team leadership
- Credit analysis
- Documentation and recordkeeping
- Account investigation
- Presentation skills
AWARDS & RECOGNITION
Employee of the Month – Rentokil Terminix (August 2024), Employee of the Month – Rentokil Terminix (April 2024)
Certification
- CDL
- Certified Fire Inspector (CFI)
Accomplishments
- Top performer award
- Employee of the month
Timeline
Credit Card Processing Team Member
Terminix
10.2021 - Current
Retention Administrator
Rentokil Terminix
10.2021 - Current
Sales Solutions Specialist
Angi
07.2021 - 10.2021
Smart Home Pro
Vivint Smart Home
09.2019 - 07.2021
Technician
Southern Star, Inc.
02.2019 - 09.2019
Shift Manager
CVS Pharmacy
09.2017 - 02.2019
Sales Representative
Lithia Motors
08.2017 - 09.2017