NANCY ADKINS
Dallas,TX
Summary
Experienced operations and customer service professional with a strong background in managing client communication, scheduling, and day-to-day business operations. Skilled at handling inbound calls, building trust quickly, and converting customer inquiries into booked services. Known for being organized, responsive, and creating a smooth, professional experience for both customers and internal teams.
Overview
22
22
years of professional experience
Work History
Director of Marketing & Operations
Doc Danielson Appliance Repair and Care
Celina, TX
08.2008 - 11.2024
- Managed daily customer communication, answering phones, scheduling jobs, and coordinating service calls across a high volume of requests
- Handled inbound customer inquiries from start to finish, ensuring each call was addressed professionally and moved toward a scheduled service
- Turned inbound calls into booked appointments through clear, confident conversations and strong follow-up
- Prioritized and scheduled jobs based on urgency, technician availability, and geographic efficiency
- Organized and maintained daily scheduling to reduce delays, prevent gaps, and keep technicians fully booked
- Set clear expectations with customers on timing, technician arrival windows, pricing, and service details
- Acted as the main point of contact between customers and technicians to ensure smooth communication and job completion
- Resolved customer concerns and service issues quickly while maintaining a positive customer experience
- Improved internal communication processes to reduce confusion and streamline daily operations
- Implemented simple systems and workflows that reduced errors, improved consistency, and increased overall efficiency
- Maintained accurate records of appointments, customer information, and service details
- Built strong, long-term customer relationships through responsiveness, reliability, and professional communication
Marketing Manager & Team Lead
PowerMax Energy
Dallas, TX
03.2003 - 05.2008
- Directed the marketing, operations, training, and field support engine for a deregulated energy company operating across multiple markets. Helped scale the company to one of the most successful teams in the industry.
- Leadership, Scale & Performance
- Oversaw and supported a field force of 1,700 independent reps, providing training, systems, and tools for consistent success.
- Built all training programs, onboarding workflows, sales materials, and field support structures.
- Standardized brand delivery and communication across a large, geographically dispersed field team.
- Brand, Marketing & Communication
- Created the foundational brand identity, messaging, and company presentations used across the organization.
- Developed pitch materials, sales scripts, promotional campaigns, and compliance-ready communication resources.
- Ensured every rep understood the brand promise and how to communicate it effectively.
- Systems, Tools & Technology
- Partnered with IT to design and deploy a custom CRM platform, defining requirements and functionality based on field needs.
- CRM included: real-time customer data, compensation tracking, calendars, marketing assets, rep tools, and onboarding workflows.
- Directed end-to-end system design so reps had everything needed to market, track pay, manage leads, and stay compliant.
- Growth & Revenue Impact
- Contributed to achieving over $350 million in electricity sales within four years, generating $7 million in net profit.
- Implemented scalable marketing and operations systems that enabled rapid expansion.
- Drove improvements in rep performance, recruitment, customer experience, and operational efficiency.
Marketing Manager & Team Lead
Early Career
01.2003 - 01.2008
- Developed a strong technical and business foundation early in career through roles spanning customer service, operations support, sales coordination, and administrative leadership.
- Grew up in the family appliance business, gaining early experience in customer relationships, service delivery, and small-business operations.
- Launched first business in 1990, specializing in microwave oven repair—building hands-on experience in technical troubleshooting, customer service, and business management.
- Began working with computers in 1984, developing early digital fluency before most homes or businesses adopted computer systems.
- Learned programming in 1986 and became certified in data entry, establishing strong technical adaptability and precision.
- Held roles in business operations and customer support that strengthened communication, problem-solving, and process development skills.
- Developed strong proficiency with evolving business technologies, laying the groundwork for future expertise in CRM, automation, and campaign execution.
Education
Business Communication
University of Phoenix
Tempe, AZSkills
- Over 16 years of experience managing dispatch operations, coordinating schedules, and supporting efficient service delivery in fast-paced environments
- Experienced with dispatch and scheduling systems including Service Fusion and Jobber
- Skilled in coordinating technicians, managing appointments, and handling real-time schedule changes
- Proficient in CRM systems such as GoHighLevel, HubSpot, Kajabi, and Skool
- Strong ability to streamline operations using workflow automation tools like Zapier
- Effective in team communication and coordination using Slack, Zoom, and project management tools (Trello, Asana, Mondaycom, Notion)
- Proven strength in customer communication, conflict resolution, and relationship management
- Organized and detail-oriented in managing administrative tasks, reporting, and documentation
- Comfortable using Google Workspace and Microsoft Office Suite for daily operations
- Experienced in tracking performance and maintaining organized systems using analytics dashboards
- Capable of managing websites and client platforms (WordPress, Wix, Shopify)
- Skilled in basic design and document creation using Canva and Adobe Photoshop
- Technically proficient in both Mac and Windows operating systems
- Quick to learn new systems and adapt in fast-paced environments
Accomplishments
- Improved call-to-booking conversion by strengthening communication and follow-up processes
- Reduced scheduling delays by organizing and optimizing dispatch and calendar workflows
- Helped increase overall efficiency by implementing simple, consistent operational systems
- Strengthened customer satisfaction by improving communication and setting clear expectations
- Supported business growth by ensuring steady booking flow and minimizing gaps in the schedule
- Increased one-stop job completion by 20 percent, improving efficiency and driving higher overall profitability
- Reduced missed appointments and gaps in scheduling through better confirmation and follow-up processes
- Improved technician productivity by dispatching jobs based on location, urgency, and availability
- Increased customer retention through strong communication and consistent service experience
- Helped streamline daily operations, reducing stress and improving overall team workflow
Timeline
Director of Marketing & Operations
Doc Danielson Appliance Repair and Care
08.2008 - 11.2024
Marketing Manager & Team Lead
PowerMax Energy
03.2003 - 05.2008
Marketing Manager & Team Lead
Early Career
01.2003 - 01.2008
Business Communication
University of Phoenix
What I Bring?
- Ability to stabilize and systemize marketing operations quickly.
- Expertise in aligning brand, operations, and customer experience.
- Strong leadership that elevates team performance and creates unified direction.
- Fast adoption of new technologies and marketing tools.
- A results-first mindset grounded in relationships, clarity, and profitability.
Ideal Role
A fully remote Integrated Campaign Manager or Marketing Operations position within a mid-sized, growth-oriented company that values clarity, direction, and strong leadership.