Janet Alverson

The EM is a key leadership role responsible for overseeing the Enhancement department. This dynamic position involves consistent interaction with Regional Ops Team, Clients/Facility Managers, and Service Providers, focusing on the enhancement of commercial landscapes. The EM plays a critical role in leading enhancement projects from inception to completion while ensuring exceptional quality and strong client relationships.

Key Responsibilities

• Enhancement Management: Oversee all aspects of enhancements, including project planning, execution, and completion.

o Outstanding ability to manage and prioritize multiple tasks effectively.

• Team Leadership: Manage a team of four enhancement coordinators and collaborate with regional field managers.

o Provide mentorship and professional development opportunities for team members.

o Proven ability to lead, mentor, and inspire a high-performing team.

o Exceptional interpersonal and communication skills to foster collaboration across all organizational levels.

• Client Interaction: Serve as the primary point of contact for clients, communicating daily to ensure satisfaction and gather feedback on projects.

o Expertise in building strong customer relationships and identifying opportunities for enhancement and innovation.

• Resource Management: Manage team members, subcontractors, equipment, and materials with minimal supervision.

• Operational Oversight: Ensure the efficient coordination of materials, personnel, and equipment for all landscape specialty services.

• Budget and Estimation: Develop accurate estimates for new and existing clients, maintaining acceptable gross margins to achieve branch financial objectives.

• Data and Performance Analysis:

o Monitor performance metrics and identify trends to implement continuous improvement strategies.

o Strong computer skills, with proficiency in Microsoft Outlook, Word, Salesforce, and other third-party systems.

o Translate complex data into actionable insights.

Lead and develop teams while focusing on business-level SLAs. Manage programs and designing SOPs for clients, including Johnson & Johnson, Nectar Allergy, and Wavely. Guide and assist supervisors in writing and delivering corrective actions. Formulate talent acquisition strategies to build a director-level pipeline.

• Ensured all operational tasks were completed by forecasting volume and hours and building effective strategies.

• Built a top-performing team by recruiting for high-level leadership positions.

• Improved employee relations and maintained compliance with HR policies and procedures.

• Fostered an environment of consistent feedback by implementing changes to review processes to create ongoing evaluations.

Utilized Workforce Management tools to maintain schedule compliance during daily phone coverage. Analyzed calls for trends to ensure staff members provided exceptional service and adhered to company policies, procedures, and regulatory compliance.

• Improved team skills by conducting performance reviews for 200+ employees in the call center resulting in $2million saved.

• Resolved issues and maximized customer satisfaction when responding to escalated calls; offered coaching and feedback to staff.

• Built and maintained reporting for all KPI’s and financials.