Mark Savina
Midlothian,VA
Summary
Dynamic Quality Assurance Specialist with a proven track record, enhancing service quality and compliance through targeted coaching and effective audits. Skilled in attention to detail and customer service, I foster technician development and drive performance improvements, ensuring high standards and client satisfaction in pest management solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
American Pest
Columbia, MD
06.2024 - Current
- Achieved improved service quality and regulatory compliance through effective technician ride-alongs and service audits.
- Enhanced technician performance and consistency by identifying training opportunities and providing targeted coaching.
- Maintained high standards of accuracy and completeness in service reports and documentation. Strengthened communication with service and branch managers to close performance gaps and elevate service outcomes.
- Resolved complex pest issues and managed challenging accounts effectively.
- Guided training priorities by monitoring trends in service quality and technician performance.
- Promoted safety and proper equipment usage during field evaluations.
- Supported technician development through actionable feedback while upholding service standards.
Hybrid Technician
American Pest
Fulton, MD
02.2020 - 06.2024
- Eliminated pest infestations by accurately identifying pests and applying appropriate treatment methods.
- Strengthened relationships with commercial accounts through attentive service and consistent communication regarding treatment progress.
- Educated customers on ways to prevent future pest infestations, fostering a proactive approach to property care.
- Prepared reports and kept detailed records of pest control activities.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed quality assurance inspections as needed, and reported training opportunities to management when appropriate.
Service Manager
The Mosquito Authority Of Richmond
VA, MD
01.2019 - 01.2020
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
- Established new accounts through marketing campaigns, cold calling and personal visits to potential customers.
- Handled account payments and provided information regarding outstanding balances.
- Optimized scheduling and routing for maximum efficiency.
- Conducted thorough inspections to identify mosquito breeding and tick harborage sites and implemented appropriate treatment measures.
Commercial Lead Tech
Brody Brother's Pest Control
Owings Mills, MD
07.2013 - 08.2018
- Improved client retention rates by consistently delivering high-quality service and maintaining open lines of communication.
- Used integrated pest management (IPM) treatments to eliminate pests from residential and commercial properties.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Education
High School Diploma -
Emmanuel Episcopal Reformed Homeschool
Baltimore, MD2005
Skills
- Detail-oriented
- Problem-solving skills
- Team collaboration
- Customer service
- Verbal and written communication
- Attention to detail
Certification
- Associate Certified Entomologist (ACE)
- 7A - General pest control
- 7B - Wood destroying insects
- 7C - Wildlife control
- 7D - Rodent control
- 8 - Public Health
Timeline
Quality Assurance Specialist
American Pest
06.2024 - Current
Hybrid Technician
American Pest
02.2020 - 06.2024
Service Manager
The Mosquito Authority Of Richmond
01.2019 - 01.2020
Commercial Lead Tech
Brody Brother's Pest Control
07.2013 - 08.2018
High School Diploma -
Emmanuel Episcopal Reformed Homeschool