Stephanie Summers
Boise,ID
Summary
Experienced leader specializing in franchise management, operational process and profitable growth with a people first approach.
Overview
19
19
years of professional experience
Work History
General Manager
HomeSmiles Idaho
08.2023 - Current
- Developed and implemented operations, sales and marketing strategies for a start up franchise.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Interacted well with customers to build connections and nurture relationships.
General Manager
Merry Maids Of Boise
01.2016 - 12.2022
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Reduced employee turnover by 75% by improving onboarding, training and overall employee relations
- Oversaw all marketing including digital ad spend, Google LSA, and local boots on the ground efforts
- Improved employee safety to over 1,500 accident free days
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Director of Operations
Dionne Enterprises | Merry Maids
07.2014 - 01.2016
- Oversaw 9 western branches for the #1 sales generating Merry Maids franchise owner.
- Reduced AR by 50% over a 3 month period by implementing and overseeing AR policy across all branches.
- Designed, implemented and facilitated new hire training across all branch operational roles.
- Coached and mentored branch managers to obtain top performance
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Customer Service Manager
Dionne Enterprises | Merry Maids
11.2013 - 07.2014
- Oversaw micro call center for Merry Maids franchise owner covering 9 western locations
- Created and implemented training program
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Manager
DHL
09.2005 - 02.2013
- Oversaw 130+ person call center site
- Worked in conjunction with operations to resolve client concerns and complaints
- Coached and mentored supervisor and QA teams
- Adhered to Teamsters labor contract and negotiated grievances at a local and regional level
Education
Business Management
Boise State University
Boise, ID High School Diploma -
Boise High School
Boise, ID 05.1996
Skills
- Vendor Sourcing
- Leadership and team building
- Operations Management
- Customer Relationship Management
- P&L Management
- Recruitment
- Contract Negotiations
- Project Management
- Training Design, Implementation and Facilitation
Timeline
General Manager
HomeSmiles Idaho
08.2023 - Current
General Manager
Merry Maids Of Boise
01.2016 - 12.2022
Director of Operations
Dionne Enterprises | Merry Maids
07.2014 - 01.2016
Customer Service Manager
Dionne Enterprises | Merry Maids
11.2013 - 07.2014
Customer Service Manager
DHL
09.2005 - 02.2013
Business Management
Boise State University
High School Diploma -
Boise High School