Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

LaTosha Ash

Belington

Summary

Dynamic Customer Journey Manager at Rentokil Terminix with a proven track record in process development and implementation. Expert in training program assessment and modification, enhancing operational efficiency. Adept at managing multiple projects while fostering a customer-centric culture, driving significant improvements in customer experience and collaboration across departments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Journey Manager

Rentokil Terminix
10.2023 - Current
  • Led cross-functional teams to enhance operational efficiency and drive strategic initiatives.
  • Developed and implemented process improvements that increased productivity across departments.
  • Streamlined communication processes, improving collaboration between departments and external partners.
  • Directed project management efforts, ensuring timely delivery of high-quality outcomes aligned with business objectives.
  • Designed and implemented customer journey maps across multiple touchpoints, identifying key pain points and opportunities for enhanced customer experience.
  • Utilized customer feedback, data analytics, and market research to continuously iterate and improve customer journey strategies.
  • Proven ability to identify customer needs, anticipate pain points, and proactively develop solutions that enhance the overall customer experience.
  • Championed a customer-centric culture within the organization, advocating for the customer's voice in all strategic decisions
  • Managed complex customer journey projects from conception to completion, ensuring timely delivery and alignment with business objectives.

Acquisition Training Manager

Rentokil Terminix
12.2021 - 10.2023
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Led daily, weekly and monthly coaching, counseling, and feedback sessions.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Conducted training courses and prepared videos for long-term use.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Developed departmental systems and procedures to better align workflow processes.
  • Selected and assigned instructors to conduct specific training programs.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Directed field training to enhance participants' skills.
  • Identified plans and resources required to meet project goals and objectives.
  • Modified and directed project plans to meet organizational needs.
  • Oversaw high-profile project planning, designing, and scheduling phases.
  • Built successful project plans covering objectives, resources, and staffing to meet schedules.

Administrative Development Manager

Rentokil Terminix
05.2016 - 12.2021
  • Assessed skill gaps for employees in Central Market Admin department and developed training courses to meet identified needs.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Delivered new employee onboarding and training sessions via virtual sessions and onsite training.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Trained staff during demonstrations, meetings, conferences and workshops.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
  • Directed field training to enhance participants' skills.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Operations Administrative Assistant

Rentokil Terminix
05.2014 - 05.2016
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Arranged rapid office equipment repair and maintenance with vendors.
  • Created PowerPoint presentations for business development purposes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed filing system, entered data and completed other clerical tasks.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Conducted invoicing and investigated accounts receivables discrepancies.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.

Education

Ph.D. - Business Management: Strategy & Innovation

Capella University
Minneapolis, MN
01.2027

MBA - Business Administration

University of Phoenix
Tempe, AZ
09.2022

Bachelor of Science - Business Management

Davis & Elkins College
Elkins, WV
05.2015

Skills

  • Training Needs Analysis
  • Training Program Modification
  • Training Program Assessment
  • Process Evaluation and Enhancement
  • Standard Operating Procedures Maintenance
  • Self-Motivated
  • Flexible and Adaptable
  • Excellent Communication
  • Planning and Coordination
  • Analytical and Critical Thinking
  • Managing Multiple Projects
  • Six Sigma Methodologies
  • Process Development and Implementation

Accomplishments

  • Collaborated with team of multi-departmental functional leads in the development of standard operating procedures and policies.
  • Designed and piloted the concept of the Branch Reference Guide. This guide is now used company wide as a go to resource for colleagues.
  • Collaborated with team in the development of CSC Applications.
  • Led the Acquisition Training Team as they successfully trained and supported several acquisitions as they integrated into current systems and processes.
  • Worked with IMO and BR team to begin collaboration on acquisition preconditioning.

Certification


  • Six Sigma Black Belt Certification – Level I
    Aveta Business InstituteAveta Business Institute
    Issued Jul 2022 ·

Timeline

Customer Journey Manager

Rentokil Terminix
10.2023 - Current

Acquisition Training Manager

Rentokil Terminix
12.2021 - 10.2023

Administrative Development Manager

Rentokil Terminix
05.2016 - 12.2021

Operations Administrative Assistant

Rentokil Terminix
05.2014 - 05.2016

Ph.D. - Business Management: Strategy & Innovation

Capella University

MBA - Business Administration

University of Phoenix

Bachelor of Science - Business Management

Davis & Elkins College

Similar Profiles

CREATE PROFILE