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The VPMA Summit Admin Conference is designed specifically for customer service, sales, and marketing staff in the pest management industry. This focused event delivers practical education, tools, and networking opportunities that empower office professionals to strengthen operations, enhance customer service, and play a more strategic role in their organizations.
We have planned this event to be presented in early Spring before the busy season begins, but separate from the VPMA Pest Management Summit to allow the flexibility for you and your staff to attend both events, and to ensure you won't have office coverage issues by having everyone away on one meeting date!
Topics Include:
When the Phone Rings: Are You Ready?
Shannon Harlow-Ellis, ACE, Mosquito Joe Corporate & VPMA President
Pollinator concerns, invisible biting sensations, dead wildlife reports, and invasive species panic are not routine service calls—they are high-emotion, high-risk conversations that test confidence and professionalism. This session prepares office staff and managers to respond with clarity, compliance, and credibility when handling sensitive topics such as pollinator protection, delusory parasitosis, rodenticide non-target concerns, and spotted lanternfly. Participants will learn what to say, what to document, and how to protect both the customer and the company when the stakes are high.
Point–Counterpoint: VDACS Recordkeeping, Certification & Licensing
Eric Pratt, Enforcement and Field Operations Supervisor at Virginia Department of Agriculture and Consumer Services and Local Operations Office Manager at Mosquito Joe
This solution-focused discussion explores one of the most critical compliance areas in our industry—recordkeeping, certification, and licensing requirements. Featuring perspectives from regulatory and industry professionals, the session will clarify best practices related to documentation, credentialing, and registered technician (CLRT) requirements. Attendees will gain practical insight into maintaining compliance while supporting operational efficiency and accountability.
CSR Bug School: Confidently Answering Common (and Uncommon) Pest Questions
Jeffrey Zeiber, ACE, Area Manager at Accel Pest and Termite Control
Designed to strengthen the skills of Customer Service Representatives, this session builds confidence in handling pest-related calls with clarity and professionalism. Participants will learn how to ask strategic, probing questions that uncover critical details, improve service accuracy, and set clear expectations for treatment. With a focus on common pest behaviors and technician information needs, attendees will leave with practical tools to turn uncertain or emotional calls into solution-focused conversations.
Controlling the Controllables: Managing Organizational, Workflow & Emotional Stress in the Admin Role
Brandon Thomas, Area Manager at Accel Pest & Termite Control
Administrative professionals operate at the center of constant movement—phone calls, software issues, technician interruptions, emergency services, seasonal spikes, and customer emotions. This session addresses the three primary stressors impacting today’s admin teams: organizational stress, workflow stress, and emotional stress. Participants will learn practical strategies to prioritize effectively, manage interruptions, and prevent burnout while maintaining professionalism and composure in fast-paced environments.
What’s Hype, What’s Real, and What’s Next: AI in Operations, Marketing & Customer Service
Peter Quan, Co-Founder and Head of Technology at EarthaPro
Artificial intelligence is rapidly reshaping service industries, but separating meaningful tools from industry buzz can be challenging. This session explores how AI is currently being used to streamline scheduling, routing, invoicing, marketing, and customer communication within lawn care and pest control businesses. Attendees will gain a clear understanding of practical applications available today, emerging predictive capabilities, and how to leverage AI to improve efficiency and profitability while maintaining the personal touch customers value.
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The Virginia Admin Summit Luncheon, generously sponsored by Professional Women in Pest Management (PWIPM), will feature guest speaker Alex Sullivan as she shares insights from her professional journey and the lessons behind expanding impact beyond traditional roles. Drawing from her progression through customer experience, IT and special projects, and into leadership, Alex will highlight how field exposure, cross-department collaboration, and industry involvement can lead to deeper understanding, stronger relationships, and measurable operational success. Following her remarks, attendees will participate in guided table discussions focused on how expanding experience beyond the desk can build confidence, increase influence, and create new pathways for career growth within their own organizations.
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