Parone Group works with executives and their teams in customer service industries. Irma (Parone) is passionate about creating trusting and loyal customers through high-value service levels and engaged employees.
Irma Parone is a graduate of the Industrial Relations Studies Program at Cornell University and has over thirty-five years experience in the service industry.
For 15 years immediately before forming the PARONE GROUP, Irma held the position of Senior Regional Vice President for Weiser Security Services, Inc., a large security company consisting of 4,000 employees within four regions. She served as the senior vice president overseeing the southeast region that included six (6) branches, 1,200 employees and hundreds of customers.
When she departed the firm to form the Parone Group, her region was the top-performing region in the company. Of the 23 company branches, Irma’s team held six of the top seven awards for staffing excellence and captured the best customer retention percentages in the company. Her team also reduced employee turnover by 27%.
Earlier in her career, Irma gained extensive experience in various leadership positions with Burns International Security Services, Inc., a large nationwide security company whose workforce totaled over 50,000 employees. Irma created supervisory development programs, improved union and employee relations and supported her team in exceeding customer expectations.
In her final position with Burns, Irma assumed responsibility for a troubled location suffering a 51.8% customer retention rate. In slightly over 12 months Parone and her team turned customer retention percentage to an impressive 93%.
Irma’s passion for culture started years ago. After moving to Florida she changed her air carrier to Southwest Airlines (SWA) due to their flight schedules. She noticed differences immediately and watched SWA blow away their competition with their low prices combined with great (and fun) service and processes that were hard to beat.
Irma started digging a little and learned that indeed SWA was not (or near) the highest paying airline, yet found and retained engaged employees.
She called SWA to ask if she could fly to Love Field (at her expense) and attend one of their leadership development sessions. Although they declined that request, they DID invite her to attend a new hire orientation. She did attend that session and was extremely impressed.
When Irma talks about this experience she almost glows. “I was so grateful for that opportunity. Watching their unique way of welcoming and preparing new hires for their mission was invigorating. I learned so much!”
Since then she has visited, read, researched, studied and talked to many companies with great processes and high-value cultures including Ritz-Carlton, Mindvalley, and many others. She is always interested in hearing from successful companies and their stories, processes, and culture. Parone continues her growth, saying; “I love learning about these amazing companies. I just can’t get enough. And the best part of all this is helping others with the lessons I learn“.
Irma believes that company success requires a strong and disciplined culture, identifying the right team members, and then providing them with processes that create loyalty and HIGH-value service.
She also believes in a strong commitment to each team player’s ongoing development. After all, Parone says, “These are the people in front of your customers every single day.”
According to Parone, based on all of her experiences ‘Win x 3′ is the winning juice. It’s ok to take care of yourself, she says. That’s one happy person. But when you and every member of your team make critical decisions considering the needs of your clients, your employees, and your company it’s hard to lose! Three wins, very powerful! Sound too simplistic? Think about results when any one of the three become dissatisfied.
Visit our SERVICES page. Let the journey begin with Parone Group.