Michelle Gaither
Moscow
Summary
Results-driven operations leader with extensive expertise in budgeting, forecasting, and contract management. Proven ability to transform financial data into actionable insights that enhance operational performance, control costs, and inform strategic decision-making. Skilled in managing complex contracts while ensuring compliance and optimizing vendor relationships, leading cross-functional teams to achieve business objectives. Recognized for analytical rigor, operational discipline, and a collaborative leadership style that fosters sustainable growth and efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Business Leader - SK on TN
Johnson Controls Inc
Stanton, TN
03.2024 - Current
- Develop deep, long-term relationships with key client executives to understand their business needs, goals, and strategies.
- Manage client retention, renewals, and identify upsell opportunities, while creating strategies to minimize churn.
- Review and optimize customer operational performance, acting as the primary contact for issues and identifying service improvement opportunities.
- Serve as the 'voice of the customer' internally, collaborating with cross-functional teams (sales, product, support) to improve products and services.
- Mentor and manage teams, ensuring they possess the appropriate mindset, disciplines, and processes to maintain high client satisfaction.
- Business Analysis & Reporting: Prepare reports on client metrics, ROI, and service trends to report to senior leadership.
- Oversee the work order management system that is tied to KPI’s, response time, inventory management, preventive maintenance schedules, corrective and warranty work orders.
- Build forecasting sheets on a monthly, 1-year, 5-year plan.
- At the beginning of month send SK On TN the forecast sheet and follow up with any changes during the month.
- Send all customer invoicing information to billing team before end of month for timely invoices.
- Build and update internal budget sheets with daily spending.
- Manage team for procuring goods or services.
Healthcare Team CRC
Johnson Controls Inc
Memphis, TN
01.2016 - 03.2024
- Manage $4.8M in service contracts (PSA & O&M), driving on-time delivery, strong customer satisfaction, and disciplined cost control.
- Improve technician utilization and scheduling efficiency by 10–15% while maintaining 95%+ SLA performance.
- Reduce service cost discrepancies and billing errors through daily reconciliations, CMMS reporting, and cross-functional coordination.
- Receive customer requests for unscheduled or scheduled service, match appropriate skillset to the need.
- Ensure work has been achieved to the customer’s expectations and perform follow-up with the customer, as needed.
- Answer customer inquiries and resolve or escalate customer issues, as appropriate.
- Prepare yearly, monthly, and weekly execution plans for PSA scheduled service visits.
- Hold Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.
- Develop strategic customer relationships to drive revenue growth and enhance client satisfaction.
Insurance Agent/Office Manager
Nationwide Insurance
Memphis, Tn
01.2009 - 01.2016
- Work diligently on day-to-day operation of the office to ensure optimal customer service and workflow management.
- Communicate with customers to identify requirements and successfully sold customized commercial and personal insurance solutions.
- oversee filing, billing, and invoicing operations
- Assist customers with scheduling and inquiries about claims.
- Administer business accounts totaling more than $12 million.
- Input and process weekly payroll for all employees.
- Assist Owner/Agent with hiring and training new agents.
City Manager - Serving as the Financial Manager
City of Moscow
Moscow, Tennessee
01.2001 - 01.2009
- Attend and participate in all meetings of the City Council, the Planning and Zoning Commission, and Economic Development Corporation, providing highly responsible and complex administrative support and analysis.
- Maintain the City Personnel Policy and interpret the policies for employees; Prepare and revise the position descriptions of all employees of the City for consideration and adoption by the City Council.
- Coordinate and prepare the proposed annual City budget for council approval; provide for proper monitoring of the budget on an ongoing basis.
- Provide the department head with financial data for the prior fiscal year, including the projection for the year end, cost of services of outside agencies and appointed officials, factors that will be used in their computation in a standardized format that will be the model for the department’s submissions.
- Communicate with state and federal officials and legislators to present the City’s viewpoint on pending administrative or legislative actions.
- Provide leadership and direction in such areas as major projects and long-range capital programs.
Education
ASSOCIATE degree - Business Management
Southwest Tennessee
Memphis, Tn01-2020
Property, Casualty, Life/Health Insurance License - undefined
Southwest Tennessee
Memphis, Tn01-2009
MTAS City Court Clerk and City Financial Management License - undefined
State of tennessee
01-2001
Associate Degree - Computer Programming
Southwest Tennessee
Memphis, Tn01-1999
Skills
- Type 96 words per minute
- Expert in PM software
- Team player
- Excellent time management skills
- Conflict management
- Public speaking
- Data analytics
- Business strategy development
- Financial analysis
Certification
- JCI Completed Best Field Manager Financial Training
- JCI Completed Synergy Leadership Team Training
- JCI Completed PMDP Safety & Organizing Training
- JCI In process PMDP Quality & Scope Training
- JCI In process Finance and Budgeting Skills Training
- Nationwide Professional Sales Class Certification
- State of Tennessee Department of Commerce & Insurance License
Timeline
Customer Business Leader - SK on TN
Johnson Controls Inc
03.2024 - Current
Healthcare Team CRC
Johnson Controls Inc
01.2016 - 03.2024
Insurance Agent/Office Manager
Nationwide Insurance
01.2009 - 01.2016
City Manager - Serving as the Financial Manager
City of Moscow
01.2001 - 01.2009
Property, Casualty, Life/Health Insurance License - undefined
Southwest Tennessee
MTAS City Court Clerk and City Financial Management License - undefined
State of tennessee
Associate Degree - Computer Programming
Southwest Tennessee
ASSOCIATE degree - Business Management
Southwest Tennessee