Trenton Cottrell

• Supervise and support a team of 15+ pest control technicians, enhancing their performance through effective training and guidance. • Manages daily operations, including routing and scheduling, to ensure timely service delivery and efficient coverage. • Monitors technician performance metrics, providing coaching and corrective actions to maintain high service quality and customer satisfaction.

• Plan and assign vehicles for reservations and communicate rental needs across the area. • Oversee daily branch operations, including morning huddles, return forecasting, and customer issue resolution. • Train and manage employees in sales, underwriting, and customer service. • Coordinate vehicle logistics, such as oil changes and inventory management. • Analyze KPIs to drive branch performance and achieve sales targets. • Ensure compliance with policies and deliver exceptional customer service to boost satisfaction. Stats Top Performer: One of only 7 branch managers (out of 26 Branch Managers in the city area) who consistently ranked in the top 50% over a span of 6 months from June 2024 to November 2024. #1 Insurance Rate: Achieved the highest insurance rate in the area (out of 26 Branch Managers) in November 2024 Revenue Leader: Led the branch to rank in the Top 5 in Revenue in December 2024. Customer Service Excellence: Consistently maintained a Customer Service Score above the corporate average, achieving 90% “Completely Satisfied” rating in December 2024

This advancement stands out because I bypassed the Home City (Local) Assistant Manager position and demonstrated my qualifications to directly progress to the role of an Airport Assistant Manager. My efforts played a crucial role in elevating Norfolk International Airport to an impressive #2 position in the rankings of the Northeast Airports. I successfully completed a second round of the Best of the Best program and advanced to Branch Manager.

At Branch 21G1, I was part of a team that achieved impressive high customer service scores consistently. The scores were as followed: Nov 2019: 91% Completely Satisfied Dec 2019: 92% Completely Satisfied Jan 2020: 93% Completely Satisfied I also led the Area in Insurance Collision Damage Waiver sales

Early in my career, I proved to be “a head of the pack” by applying and being selected for the Best of the Best program at the Salt Lake City Airport

Sept 2023 to October 2023 - I started an internship opportunity with a Glority Global Group. It’s the company behind the popular plant identification app called “Picture This”. Being a big fan of the app, I reached out to a product leader and offered to explore a gamification feature idea of plant bingo and scavenger hunt. The leader agreed and I started assembling a team of product researchers. We researched possible competitive advantages, current competitors to this feature, gathered customer feedback through surveys and interviews, and conducted other market research. In the end, we discovered that our hypothesis that customers for the Picture This app would enjoy and utilize this feature as a null hypothesis. We discovered that the most important aspect for users is plant identification accuracy above all else.

❏ Marketing rental properties to potential tenants through online listings ❏ Screening potential tenants and conducting background and credit checks to ensure eligibility. ❏ Negotiating lease terms with tenants and preparing rental agreements. ❏ Collecting rent and security deposits, and ensuring timely payment of rent by tenants. ❏ Maintaining accurate records of rental properties and lease agreements. ❏ Inspecting properties regularly to ensure they are in good condition and addressing any maintenance issues that arise. ❏ Responding to tenant inquiries and addressing any concerns or complaints in a timely manner. ❏ Ensuring compliance with state and federal laws related to fair housing, security deposits, and evictions.

❏ Supervising and managing a team of 4-6 call center agents to ensure quality customer service and productivity. ❏ Monitoring call center performance metrics, such as data entry speed, call quality requirements, and implementing strategies to improve performance. ❏ Providing coaching and development opportunities for call center agents to improve their skills and performance. ❏ Resolving customer complaints and escalations in a professional and efficient manner. ❏ Assisting with the development and implementation of call center policies and procedures. ❏ Ensuring compliance with company policies, regulatory requirements, and industry standards. Collaborating with other departments, such as IT, HR, and Training, to improve call center operations. ❏ Providing regular reporting and analysis of call center performance and making recommendations for improvement.

As a Leasing Specialist I acted as a virtual Leasing Agent for apartment communities, residents and prospective tenants across the nation. I handled four types of calls: 1. Leasing Calls: People looking for pricing and availability information 2. Maintenance Calls: Residents who need a work order filled out 3. Resident Calls: Those who need a message passed on to the onsite staff 4. Solicitor/Vendor Calls: Organizations that are in the processing of completing a contract with the community or currently have a contract with the apartment community. My phone call quality and knowledge led to my advancement to Senior Team Lead