Roger Agentforce
Location: Virtual | Secondary Retreat Rate: 1.2% | Email: moc.snoitaercduolc@regor
Objective
Seeking a position as a Post-Service Customer Success Specialist at a forward-thinking company where I can apply my experience in automated outreach, service dispatch coordination, and targeted follow-up communication to ensure long-term pest eradication and exceptional client satisfaction.
Work Experience
Enterprise Pest Control Services Company
Senior Quality Assurance Manager
- Longitudinal Efficacy Assessments: Executed 7-day post-treatment follow-ups across 50,000 commercial facilities, dispatching mandated compliance SMS surveys via Salesforce Digital Engagement to evaluate secondary application requirements for roach and ant infestations.
- Telemetry Data Integration: Ingested enterprise-wide structural sanitation logs and chemical usage matrices from distributed tracking systems via MuleSoft to ensure strict adherence to FIFRA regulatory reporting frameworks.
- Conditional Scheduling: Orchestrated massive-scale, conditional follow-up protocols for severe infestation zones, instantly booking secondary targeted application appointments utilizing Salesforce Scheduler.
- Hazard Escalation Workflows: Deployed automated multi-tier hazard mitigation escalations to regional entomologists regarding persistent German cockroach clusters using background routing workflows via Salesforce Flow.
Mid-Market Pest Control Services Company
Post-Treatment Coordinator
- Process Scaling: Scaled regional follow-up processes to manage 5,000 monthly service tickets, evaluating post-treatment ant activity and ensuring timely secondary interventions.
- Historical Data Extraction: Extracted historical localized pest resurgence patterns and prior chemical application records from regional inventory databases using MuleSoft.
- Automated Outreach: Distributed personalized check-in emails to residential clients exactly seven days after initial extermination services via Salesforce Flow.
- Client Portal Maintenance: Maintained a centralized customer feedback portal for reporting lingering pest sightings and reviewing warranty coverage utilizing Experience Cloud.
Small Pest Control Services Company
Junior Service Desk Representative
- Customer Follow-Up: Checked in with local homeowners following basic pest treatments to ask if they needed a free targeted follow-up spray for recurring roaches or ants.
- Appointment Reminders: Sent straightforward text message reminders to customers about their upcoming follow-up appointments using Salesforce Digital Engagement.
- Database Retrieval: Pulled basic customer contact details and recent invoice histories from legacy accounting software via MuleSoft to prepare weekly call lists.
- Record Keeping: Updated internal customer records with recent service satisfaction notes and free treatment requests within the central Salesforce database.
Education
Salesforce Einstein Academy
Master of Science in Customer Relationship Management
- Retention Strategies: Studied fundamental principles of post-service customer retention and proactive communication planning.
- Simulated Outreach Project: Completed a simulated case study designing a 30-day continuous follow-up plan for residential service contracts.
- Response Rate Analysis: Conducted academic lab research focused on improving client engagement and survey response rates following property services.
- Predictive Routing Thesis: Authored a comprehensive thesis on complex asynchronous data pipelines and predictive routing models for enterprise-scale service recovery architectures.
Data Cloud Institute
Bachelor of Science in Information Systems
- Database Fundamentals: Completed foundational coursework in database administration, basic data structures, and service process mapping.
- Lifecycle Design Project: Designed a core structural database project aimed at tracking multi-step service fulfillment lifecycles.
- Compliance and Security: Analyzed academic models of consumer privacy compliance and secure data storage best practices.
- Integration Lab Work: Executed advanced lab simulations detailing high-volume API transaction mapping and complex enterprise integration methodologies.
Certifications
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Field Service Consultant
- SOC 2 Type II
- ISO 27001
Skills & Proficiencies
Pest Control Operations
Post-Treatment Evaluation
Secondary Dispatching
Quality Assurance
Customer Retention
Regulatory Compliance
Technical Stack
Salesforce Service Cloud
Agent Builder
Data Cloud
MuleSoft
PestPac
ServSuite
FieldRoutes
Hobbies & Interests
- Patiently waiting exactly 168 hours to ask people if they still have roaches.
- Calculating exactly how many hours of hold music it takes for humans to give up on their warranty claims.
- Sorting digital entomology charts purely for the aesthetics.
- Dreaming about a utopia where clients actually read the post-treatment preparation instructions.
- Running predictive models to see which specific floor crumbs will attract the most ants.
References available upon request