Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Heather Murrie

Yorkville,IL

Summary

Customer Success Director with over 15 years of experience leading customer experience and training programs to fuel business growth. Proven track record of building and mentoring high-performing teams, increasing customer retention, and driving customer satisfaction. Expertise in developing and executing customer success strategies, leveraging data-driven insights to enhance decision-making. Skilled in identifying business gaps, implementing continuous improvement initiatives, and maximizing employee performance to unlock business potential and opportunities.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Manager

Rentokil Terminix
10.2022 - Current
  • Spearheaded the development and delivery of comprehensive training programs for over 500+ new hires annually, ensuring high-quality onboarding and skill development aligned with organizational objectives.
  • Led User Acceptance Testing (UAT) initiatives, delivering monthly performance and insights reports to senior leadership to inform strategic planning and business alignment with operational goals.
  • Designed and launched a transformative 60-day mentorship program, yielding an 85% increase in employee job satisfaction, as measured by survey data. The initiative provided ongoing guidance and support, significantly improving new hire acclimatization and retention rates.
  • Performed a gap analysis during a company migration, identifying key operational issues and presenting solutions to the COO, resulting in company-wide recognition for strategic impact.
  • Collaborated cross-functionally to ensure product and process improvements were fully integrated before launch, contributing to streamlined customer service operations.
  • Fostered a culture of engagement and growth, leading to measurable improvements in colleague performance and team cohesion.
  • Honored with the 2023 Q3 company leadership award for exceeding performance benchmarks and demonstrating dedication to team success and customer service excellence.
  • Played a pivotal role in driving company-wide improvements and maintaining customer service excellence during periods of change.

Customer Experience Business Partner

Rentokil North America
12.2021 - 10.2022
  • Led the implementation of a centralized administration model for the central market, overseeing a team of 100+ colleagues and managing 3 direct reports to optimize operational efficiency.
  • Designed and implemented standardized operating procedures (SOPs), streamlining company-wide processes to enhance the customer experience and improve service delivery.
  • Launched the centralized model within 60 days, identifying process gaps, redefining roles and responsibilities, and transitioning the administrative team to remote work, ensuring seamless operations.
  • Developed and executed comprehensive training programs for onboarding the newly established administrative team, building a 100+ member staff from the ground up to support central market operations.
  • Produced monthly performance reports, presenting key insights and recommendations to the Market VP and Regional Directors, to highlight successes and drive continuous improvement in our centralized model.

Director of Training and Development

Rentokil North America
01.2018 - 12.2021
  • Designed and standardized new hire training programs across multiple contact centers, including a Southeast migration training initiative, to ensure consistent learning experiences company-wide.
  • Transitioned new hire training to a remote format during COVID-19, introducing Zoom for live call listening sessions, enhancing learning and engagement for new hires.
  • Developed and maintained a Google Site for customer care, offering key resources and call handling guidelines, contributing to improved customer satisfaction and first-call resolution rates.
  • Led the successful rollout of a new telephony system for 400+ colleagues by coordinating demos, creating training content, and facilitating train-the-trainer sessions.
  • Played a pivotal role in establishing a third-party relationship for after-hours support, creating a training framework that improved customer experience and operational efficiency.

Director of Customer Service

Rentokil North America
05.2016 - 01.2018
  • Oversaw strategic operations for a 300+ staff call center, managing 19 direct reports, including Supervisors, Trainers, and the Quality Assurance team, to drive operational success.
  • Reviewed and refined performance metrics and processes, continuously improving productivity and employee engagement.
  • Led recruitment efforts, contributing to the hiring and development of high-performing customer service teams, achieving 83% colleague retention through leadership and mentoring initiatives.
  • Integrated college interns, leveraging new talent to enhance efficiency and customer service outcomes, while overseeing the successful integration of 8 acquisitions in 12 months.
  • Improved KPIs by 20-30% and achieved 80%+ service levels within five months by optimizing staffing with agency hires, interns, and strategic shift adjustments.

Call Center Manager

Anderson Pest Solutions
Elmhurst, IL
02.2010 - 05.2016
  • Developed and launched a comprehensive Quality Assurance Program and Customer Satisfaction Program, resulting in consistently improved customer satisfaction scores.
  • Created agent scorecards to track performance, guide promotions, raises, and deliver targeted coaching, contributing to a culture of continuous improvement.
  • Designed and implemented training programs for Customer Service Representatives and Residential Sales, focusing on product knowledge, services, and strategic selling techniques.
  • Mentored and led a team of 25 CSRs, along with the Center Supervisor and Team Lead, fostering a high-performing, customer-centric team.
  • Developed retention scripts and standardized processes, increasing customer retention rates by 8.3% and driving higher sales through improved customer interactions.

Education

Associate of Science - Call Center Business Management

Rasmussen University
Aurora, IL

Skills

  • Senior Leadership
  • Client Relationship Building
  • Client Retention & Engagement
  • Program Development & Implementation
  • Data Analytics & Performance Metrics
  • Continuous Improvement & Process Optimization
  • Staff Training & Development
  • Mentoring & Coaching

Certification

  • Finance and Accounting Certification, Columbia Business School | July 2022

Accomplishments

  • Distinguished Performance Award

Timeline

Senior Manager

Rentokil Terminix
10.2022 - Current

Customer Experience Business Partner

Rentokil North America
12.2021 - 10.2022

Director of Training and Development

Rentokil North America
01.2018 - 12.2021

Director of Customer Service

Rentokil North America
05.2016 - 01.2018

Call Center Manager

Anderson Pest Solutions
02.2010 - 05.2016

Associate of Science - Call Center Business Management

Rasmussen University

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Heather Murrie