Ricky Gonzalez

• Oversaw field operations and coordinated route planning, staffing deployment, and inventory management based on seasonal demand.

• Developed retention playbook outlining proactive check-ins and follow-up cadence to reduce cancellations and improve renewals.

• Technician readiness improved through hiring, training, and coaching support. Onboarding, safety practices, and QA ride-alongs were standardized for more consistent field execution.

• Resolved escalations by coordinating scheduling and sales to deliver same-day solutions as required.

• Launched KPI huddles centered on response time, first-time fix rate, and upsell conversion to maintain ongoing continuous improvement efforts.

• Collaborated on seasonal planning for promotions and community outreach initiatives focused on recurring account growth.

• Manage service operations to boost client satisfaction and retention.
• Implement strategies for measurable client retention improvements.
• Develop recruitment plans to enhance team effectiveness.
• Resolve client issues swiftly to increase service efficiency.
• Collaborate with teams to create a supportive work environment.
• Analyzed service trends to identify improvement areas, resulting in substantial enhancements to operational efficiency.

• Orchestrated daily operations, enhancing customer satisfaction and service efficiency.
• Managed billing, ensuring precise and timely transactions.
• Optimized inventory, achieving cost reductions through strategic planning.
• Conducted follow-ups, boosting service quality and client retention.
• Collaborated in meetings, refining account management and service delivery.

• Managed daily pest control operations, ensuring high service standards and efficient scheduling.
• Increased new customer sales through effective vendor management and strategic planning.
• Streamlined customer scheduling, enhancing service delivery and customer satisfaction.
• Oversaw vendor relationships, contributing to improved service quality and reliability.