Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Reynold Cassie

Manager/Service
Lantana ,FL

Summary

Enterprising manager, successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Branch Manager

The Pest Group
04.2021 - 11.2023
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.

Service Manager

Arrow Exterminators, Inc
Boca Raton, FL
05.2019 - 03.2021
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Monitored inventory levels and placed orders to replenish stock.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Service Manager

Terminix International
West Palm Beach, FL
02.1995 - 04.2019
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Monitored inventory levels and placed orders to replenish stock.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Developed customer loyalty programs to increase customer satisfaction.
  • Self-motivated, with a strong sense of personal responsibility.

Packing and Shipping Clerk

Town And Country
08.1993 - 01.1995
  • Minimized returns due to damage or incorrect orders through diligent attention to detail when picking items from shelves.
  • Improved on-time delivery rates by closely monitoring shipment progress and proactively addressing potential delays.
  • Sealed, packed, labeled and affixed postage on packages to prepare materials for shipping, utilizing postage meters, and sealing tools.
  • Handled fragile items with care, ensuring proper packaging techniques were employed for damage prevention during transit.

Education

High School Diploma -

Tunapuna Government Secondary High School
Trinidad, West Indies
06.1985

Skills

  • Branch Operations Management
  • Customer Service
  • Customer Relationships
  • Excellent time management skills
  • Excellent work ethic
  • Coaching and Mentoring
  • Team Supervision
  • Relationship building and management
  • Client Relationship Management

Certification

Florida Department Of Agriculture And Consumer Services, Certified Pest Control Operator.

Accomplishments

  • Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
  • Improved employee satisfaction and reduced turnover.
  • Supervised team of 12-15 staff members.
  • Repeatedly received recognition from superiors for excellence in service.
  • Received the “Award Of Excellence” for exemplary performance and exceeding the company goals.
  • Grew new accounts by sales and by managing customers accounts. Also by resolving customer issues and improving retention.
  • Started as an entry level technician, promoted several times to include "Quality control manager", "Damage claim manager" (Risk management), "Service manager" and "Other special programs".

Timeline

Branch Manager

The Pest Group
04.2021 - 11.2023

Service Manager

Arrow Exterminators, Inc
05.2019 - 03.2021

Service Manager

Terminix International
02.1995 - 04.2019

Packing and Shipping Clerk

Town And Country
08.1993 - 01.1995

High School Diploma -

Tunapuna Government Secondary High School

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Reynold CassieManager/Service