Kaleena Cryderman
Vice President of Operations & Public Relations @Handybros. Home Comfort
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WORK HISTORY
Vice President of Operations & Public Relations @Handybros. Home Comfort
As Vice President of Operations specializing in HVAC Customer Service Operations, I lead high-performance call center and customer experience teams that drive revenue, retention, and operational efficiency. I believe the customer journey begins long before a technician arrives — and the strength of the call center directly impacts conversion, loyalty, and long-term growth.With experience in residential HVAC, I focus on optimizing booking rates, maintenance plan retention, membership growth, dispatch efficiency, and first-call resolution. I build structured systems that empower CSRs to confidently handle objections, convert inbound opportunities, and deliver a seamless, service-first experience.I thrive in KPI-driven environments where performance is measured, coached, and continuously improved. From scripting and training to quality assurance and performance dashboards, I implement processes that elevate both the customer experience and revenue performance.Core Expertise:• HVAC Call Center & CSR Leadership• Booking Rate & Conversion Optimization• Maintenance Plan Retention & Growth• Objection Handling & Sales Coaching• Dispatch Coordination & Capacity Planning• Customer Experience Strategy• QA Programs & Performance Metrics• SOP Development & Process StandardizationMy leadership philosophy centers on accountability, clarity, and culture. When customer service teams are properly trained, measured, and supported, they don’t just answer phones — they drive growth.Passionate about building customer service departments that are structured, scalable, and revenue-focused while delivering exceptional homeowner experiences.
EDUCATION
St. Clair College
Office Administration
CDED Career Institute
Medical Office Administration, Medical/Clinical Assistant
ABOUT KALEENA CRYDERMAN
As a results-driven Vice President of Operations, I specialize in building scalable systems, high-performing teams, and operational strategies that drive sustainable growth and profitability. With a strong foundation in process optimization, financial performance, and organizational leadership, I turn vision into executable action. I thrive in fast-paced environments where structure, accountability, and culture matter. From streamlining workflows and improving KPIs to leading cross-functional teams and executing strategic initiatives, I focus on aligning people, processes, and performance. My leadership philosophy is simple: clear expectations, measurable outcomes, and empowered teams. I believe operational excellence is achieved through disciplined execution, data-driven decision-making, and a commitment to continuous improvement.
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