Nikita Campbell
Panama City,Florida
Summary
Trainer and customer experience leader with 15+ years in HVAC and home services. Skilled in delivering engaging presentations, coaching staff, and creating training programs that improve performance and drive revenue. Adept at building relationships, developing curriculum, and inspiring teams to achieve personal and professional growth. Experienced in virtual and live training, with willingness to travel extensively to support members and clients.
Overview
17
17
years of professional experience
Work History
Director of Customer Experience
Peaden Air Conditioning, Plumbing & Electrical
Panama City, FL, USA
01.2024 - Current
- Designed and delivered training for call center teams across multiple branches.
- Led onboarding, coaching, and SOP creation, raising booking rate from 68% to 78%.
- Facilitated daily/weekly training sessions and created performance dashboards.
Director of Customer Service
Choate's HVAC, Plumbing & Electrical
Memphis, TN, USA
01.2019 - 01.2024
- Managed and trained 40+ call center staff, improving customer satisfaction scores.
- Developed career pathways and reduced turnover by 25%.
- Delivered executive presentations and led ServiceTitan training adoption.
Customer Service Manager & Training Lead
HVAC Industry
01.2009 - 01.2019
- Created training manuals, facilitated workshops, and coached frontline staff.
- Directed onboarding and communication training to improve team performance.
Skills
- Public Speaking & Workshop Facilitation
- Coaching & Leadership Development
- Curriculum & Content Creation
- Strong Verbal & Written Communication
- Relationship Building & Engagement
- Decision-Making & Problem Solving
Additional Information
Comfortable presenting in person, virtually, and on camera, Willing to travel 60%+ for training and member engagement, Experienced in Nexstar-style peer group operations and home services coaching
Timeline
Director of Customer Experience
Peaden Air Conditioning, Plumbing & Electrical
01.2024 - Current
Director of Customer Service
Choate's HVAC, Plumbing & Electrical
01.2019 - 01.2024
Customer Service Manager & Training Lead
HVAC Industry
01.2009 - 01.2019