Director, Customer Center Training and Quality Terminix
Born and raised in the call center, I am fortunate to do what I love every day. I am responsible for driving performance through training and quality strategy within Terminix customer centers (Memphis, Dallas, Phoenix, Tampa) and HQ (Memphis). I have a rock star team of training professionals in each of the centers, along with an expert-level learning designer. At HQ, I support a team of quality analysts who are responsible for call monitoring and root-cause analyses. Suffice it to say, not a day goes by where I am not presented with a new challenge.
I have been active in training and quality in retail environments (eBay and Walmart) for over 10 years, and home services are a relatively new addition to my CV. I joined Terminix as Director of Training in October 2015, and assumed leadership of the quality team in November 2016. I love developing a good plan and seeing it through to execution, and I am passionate about tapping the potential of human performance and sharing the symbiosis in call center training & quality.
Check out the incredible speaker line-up to see who will be joining Holly.