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Katelyn Luxford

Director-level Sales & Contact Center Leader specializing in revenue growth and multi-site operations

BathWorks of MichiganCentral Michigan UniversityByron Center, MI12 Years ExperienceDirector Level

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About

Operations leader at Bathworks of Michigan who scaled call-center and sales scheduling by commissioning a custom-built tool (drive-time + rep performance routing) as the org grew from ~10 to 30 sales reps, cutting appointment assignment to under 10 seconds. Uses a mix of frontline feedback frameworks and KPI analysis to drive efficiency (e.g., after-hours AI texting + shift changes) and has advised the founder on territory expansion, adding warehouses and leadership layers.

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Key Strengths

  • Built custom scheduling tool for scaling sales org (10 to 30 reps) with drive-time + performance-based routing; reduced booking time to <10 seconds
  • Strong cross-functional rollout and adoption approach (soft launch, real-time feedback loop, day-1 on-call support)
  • Data-driven operational improvements using KPIs (identified low evening contact rates; shifted hours and automated after-hours texting)
  • Process improvement via frontline feedback mechanisms (monthly 1:1s; 'start/stop/continue'; identifies 'workaround' signals)
  • Operational leadership in multi-region expansion planning (sequenced Lansing then Saginaw; added warehouses and leadership layer)
  • Accountability systems tied to outcomes (clear timelines, delegation, and enforcement mechanisms)

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Experience

Contact Center DirectorBathWorks of Michigan · Jan 2025 – Present
Contact Center ManagerTruGreen · Jan 2024 – Jan 2025
Sales ManagerTruGreen · Jan 2023 – Jan 2024
Sales ManagerFoundation Systems of Michigan · Jan 2020 – Jan 2023
Market Sales Manager, Columbus, OH & Lima, OHTruGreen · Jan 2020 – Jan 2020
Branch Sales Manager, Columbus North BranchTruGreen · Jan 2017 – Jan 2020
Branch Sales Manager, Lima BranchTruGreen · Jan 2017 – Jan 2020
Field Sales SupervisorTruGreen · Jan 2015 – Jan 2017
Residential Sales RepresentativeTruGreen · Jan 2015 – Jan 2017
Retirement SpecialistModern District Financial · Jan 2016 – Jan 2017
Sales Team LeaderInsight Marketing · Jan 2014 – Jan 2015

Education

Central Michigan Universitybachelor, Business Administration

Awards

  • President’s Club recognition (TruGreen, 2024)
  • Torch Award for ethics (Better Business Bureau) - Foundation Systems of Michigan / Grand Rapids branch
  • President’s Club Award (TruGreen, 2019)
  • Rookie Sales Manager of the Year Award (TruGreen, 2018)

Skills

Business DevelopmentBudgetingForecastingCustomer ServiceOnboardingCoachingPerformance ManagementCross-Functional LeadershipStakeholder ManagementAccount ManagementRequirements gatheringJiraChange managementStrategic SalesSales Operations

Languages

English

Certifications

Life and Health Insurance LicenseCommercial Applicator License

Memberships

  • Columbus Young Professionals
  • Chamber of Commerce

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OperationsBusiness DevelopmentP&L ManagementBudgetingForecasting

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Connect with Katelyn

Katelyn already has a relationship with Reval, so a warm intro from us gets a much better response than cold outreach.

Typically responds within 24 hours

Recommended

Already have an account?

Hire with Reval

Find your next great hire

Our AI agents source, screen, and vet candidates for your open roles. Get qualified candidates within 48 hours.

$250one-time kickoff
10%on successful hire
Post a Role90-day money-back guarantee
Katelyn LuxfordDirector-level Sales & Contact Center Leader specializing in revenue growth and multi-site operations