Edward Lisicki
Amelia Courthouse,VA
Summary
Accustomed to customer satisfaction ratings and driving revenue growth through effective leadership and strategic planning. Skilled in cross-functional teamwork and customer relationship management, I've consistently exceeded performance targets. My strong work ethic and exceptional communication foster team success and long-term client partnerships.
Service professional with focus on delivering exceptional customer experiences and resolving conflicts efficiently. Proven success in enhancing customer satisfaction through effective problem-solving and communication skills. Valued team collaborator with results-driven mindset, known for adaptability and reliability in dynamic environments.
Qualified Service Ambassador with strong background in customer relations and conflict resolution. Successfully enhanced customer satisfaction by implementing effective service strategies and resolving issues promptly. Demonstrated ability to communicate clearly and work collaboratively with diverse teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Staff Support , Service Ambassador
Bug Busters Pest Control
07.2021 - Current
- Provided exceptional service for improved customer experiences and increased repeat business.
- Reviewed processes for improved services provided to customers.
- Coordinated closely with other departments to address all service protocols in the overall service experience effectively.
- Streamlined processes for efficient service delivery, reducing wait times for clients.
- Assisted in the evaluation of employees at all levels at the request of the owner in order to elevate the ability of staff to carry out assignments properly and on time.
- Assisted all areas of business to solve customer complaints where managers do not have solutions.
- Assisted sales dept. with alternatives to help close sales.
- Offered alternate protocol to customers who are not satisfied with current services.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Route Service Manager
Rollins / Orkin Pest Control
09.2017 - 06.2020
- Coordinated cross-functional efforts to meet or exceed company revenue goals consistently.
- Fostered a positive work environment that encouraged teamwork and open communication among staff members.
- Managed personnel effectively, fostering accountability, responsibility, professionalism while delegating tasks efficiently.
- Implemented safety protocols to reduce workplace accidents and maintain compliance with industry standards.
Service Manager
HomeTeam Pest Defense
04.2013 - 09.2017
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Branch Manager
Home Paramount Pest Control
03.2012 - 04.2017
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Branch Manager /Regional Manager
APM Pest Control
02.2007 - 02.2012
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Education
High School Diploma -
Dundalk Senior
Dundalk, MD06-1974
Skills
- Strong work ethic
- Patience and composure
- Exceptional communication
- Data entry proficiency
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Performance management
- Customer relationship management (CRM)
- Project planning
- Cross-functional teamwork
- Sales management
- Marketing
- Business administration
- Workforce management
- Contract management
- Expense tracking
- Emergency response
- Expectation setting
- Financial management
- Recruiting and interviewing
- Partnership development
- Data analysis
- Networking strategies
- Disciplinary techniques
- Revenue management
Accomplishments
Commercially licensed in De. , Pa. Wv. , Md. , Va.
Categories from Fumigation to General Pest
American Institute of Baking , in Food Processing , Warehousing and Sanitation
Quality Pro through NPMA , Schools , Green Pro and Core.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved Service issues through Excel Tracking.
Certification
- Facility Management Professional (FMP) – International Facility Management Association.
- CPR/AED Certification
Operations Mgr. of the Year 2006 , Service Mgr. of the Year , HomeTeam Pest Defense 2017
At each award it was due to my ability to lead teams to excel with branch growth through retention of customer and employee base , superior services and control of fleet and inventory cost and superior safety levels.
Timeline
Staff Support , Service Ambassador
Bug Busters Pest Control
07.2021 - Current
Route Service Manager
Rollins / Orkin Pest Control
09.2017 - 06.2020
Service Manager
HomeTeam Pest Defense
04.2013 - 09.2017
Branch Manager
Home Paramount Pest Control
03.2012 - 04.2017
Branch Manager /Regional Manager
APM Pest Control
02.2007 - 02.2012
- Facility Management Professional (FMP) – International Facility Management Association.
- CPR/AED Certification
High School Diploma -
Dundalk Senior
Similar Profiles
Perry AdkinsPerry Adkins
Sales Inspector at Bug Busters Pest Control & Dry SealSales Inspector at Bug Busters Pest Control & Dry Seal
Cynthia KilgoreCynthia Kilgore
Customer Service Representative at bug house pest controlCustomer Service Representative at bug house pest control
Michael CadenaMichael Cadena
Pest Control Owner at A Bug Genie Pest ControlPest Control Owner at A Bug Genie Pest Control