Jeremy Lackey

• Oversee and manage operations of all divisions (Pest Control Division, Termite Division, Builder division, Sales Division, and administrative department.) Team of 35 employees, including $5 Million in total revenue.
• Directed and managed 4 managers (2 Service Managers, one Sales Manager, and one Office Manager.)
• Strategically allocated resources to achieve operational efficiency while maintaining service and quality.
• Implemented standardized procedures resulting in streamlined processes and improved service delivery.
• Conducted regular performance reviews, provided feedback, and identified training opportunities to enhance team skills.
• Held weekly training meetings to talk about safety issues, pest training, and customer service-related topics.
• Addressed, escalated customer concerns promptly and effectively, ensuring resolution and customer retention.
• Helped turn around a service division that was at 40% route completion per month to doing over 98%.
• Achieved 100%+ to sales plan consistently each year, while hitting 95%+ sales budget monthly.
• Helped improve employee engagement by opening lines of communication from myself to management to team members during meetings.
• Developed relationships with builder construction managers, and our builder department to help schedule and perform timely tube installations.
• Managed P&L for the branch, optimizing budget allocation and cost control measures.
• Monitored financial performance, analyzed key metrics, and adjusted strategies to achieve profitability goals.
• Collaborated with regional leadership to execute long-term business goals and initiatives.
• Represented the company at industry events, enhancing brand visibility and networking opportunities

• Oversee and manage operations of all divisions (arbor,fertilizer, irrigation, maintenance & remedial), including $1.2m of annual revenue.
• Helped sell $1.1m in new recurring revenue since 2019.
• Develop policies and procedures to ensure consistent standards of service quality are met.
• Routinely visit clients for quality and satisfaction assurance.
• Manage cancellations.
• Work closely with each customer on their annual budgets to give them the best quality service to meet their landscaping needs.
• Manage vendor relationships, order products and negotiate to ensure strong supply pricing is maintained, adhering to profit goals.
• Oversee Account Managers, coach and train on what to look for and how to develop their crews.

• Managed commercial accounts of $1.1 million in annual revenue.
• Conducted daily site audits to ensure strong service quality standards.
• Communicated daily with crews to ensure quality and timely service completion.
• Provide ongoing training to crews.
• Worked closely with customers to ensure satisfaction

With the ultimate goal of moving into management, it was important to emerge myself into learning all facets of the business. Held various roles and 2 promotions throughout my tenure including Customer Service Representative, then promoted to Office Manager. From there moved over to learn the service side of the business and was promoted to Quality Manager. After the acquisition of Heron by Rentokil, moved on to a Commercial Pest Control Technician role.

Commercial Pest Control Technician / April 2017 - July 2018

• Conducted inspections to determine the source of pest activity and provided pest treatments to create a pest-free environment.
• Built customer relationships through friendly and helpful behavior during service visits. Listened to customer needs and offered solutions to pest issues. Recommended appropriate services to resolve customer concerns.
• Upsold and cross-sold additional lines of business to existing customers.
• Continued training and education to learn about new technologies and products to provide a better service to the customers.

Quality Manager / Nov 2015 - April 2017

• Managed all lawn, pest and irrigation technicians at the branch.
• Coached, taught and trained technicians daily.
• Ensured high standards of customer satisfaction by performing random quality audits.
• Handled all pending cancellations, working with customers to address concerns to save the account, while also taking each situation as a teachable training opportunity for the technician.
• Managed a variety of reports including pending cancels, technician cancellation rates, revenue completion, etc.

Office Manager / Nov 2014 - Nov 2015

• Trained and onboarded new Customer Service Representatives.
• Continued development of CSR training manuals.
• Ensured all daily work including revenue production and new sales were inputted into PestPac CRM timely and accurately.
• Managed routing of technicians to ensure revenue completion and route density.
• Managed a variety of reports used to manage KPIs for the business.

Customer Service Representative / Oct 2013 - Nov 2014

• Provided superior customer service, answered inbound phone calls assisting customers with lawn, pest and irrigation service issues.
• Attended continuous weekly training to become more knowledgeable of all lines of business.
• Assisted technicians with any route-related or customer related concerns.
• Posted daily production into PestPac CRM, ensured production revenue was accurately posted so technicians were paid accurately.
• Posted new sales into PestPac CRM daily.
• Created, pulled and managed a variety of reports for individual branches and the corporate office to help manage KPI’s that drove the business.
• Created sales opportunities, by generating leads for additional cross sell services for the sales team from inbound customer calls.

• Conducted systematic daily checks of assigned areas in the county to locate noxious arthropod breeding areas.
• Applied control materials when needed, set and collected light traps for mosquito control surveillance.
• Maintained accurate daily records using a GPS handheld computer along with paper records.
• Reported frequently via 2-way radio.
• Read and interpreted a variety of instructions, maps, diagrams, and schedules to determine appropriate treatment locations.
• Conducted nighttime mosquito control activities as requested.
• Operated spray truck, as needed, with heightened awareness to pedestrian and traffic conditions, for the safe distribution of mosquito control chemicals and insecticides in designated county areas.