When Mercy Villafana joined CCS Facility Services in 2023, it turned out she wasn’t just starting a new job: she was building on a career of helping elevate people through care, precision, and purpose. A native of central Washington, Mercy brought a rich background in restoration and to CCS Facility Services, experiences that have shaped her belief that safe, accessible, and well-maintained environments have the power to change people’s lives.
Before discovering the facility services industry, Mercy worked in restoration, helping families recover from devastating floods and fires. One of her most meaningful experiences came while restoring the treasured belongings of a woman who had lost her son in a house fire. “Restoration taught me that our work is about more than the task in front of us,” she reflects. “It’s about helping people regain stability, dignity, and comfort.”
That same sense of purpose guided her transition into the janitorial industry. “My experience in restoration gave me a strong foundation for understanding what it takes to maintain safe, accessible, and welcoming spaces,” she explains. “At CCS Facility Services, I apply those skills in a broader way by making sure entire facilities function smoothly while creating environments where people feel cared for and valued.”
Now serving as Branch Manager over CCS Facility Services’ Washington and Oregon operations, Mercy has doubled the size of her branch in just two years. Her success is rooted in empathy-driven leadership, hands-on learning, and a deep respect for the hard work performed by her team. That respect translates to not being afraid to roll up her sleeves and (literally) get her hands dirty, from cleaning floors to learning the science behind chemical systems.
Mercy credits CCS Facility Services’ culture of continuous education and ethos of promotion from within as key to her growth
“Leadership isn’t about titles,” she says. “It’s about helping others see their potential and giving them the tools to achieve it.”
What surprised Mercy most about joining the janitorial industry was how essential yet under-recognized the work can be. “Our teams are the unsung heroes,” she says. “They’re the ones making sure hospitals, schools, and offices are clean, safe, and functional every single day.” She has made it her mission to elevate that work, advocating for the respect and recognition her teams deserve, and helping people grow and thrive just as others have helped guide her own growth.
Looking back, Mercy says the transition taught her that true leadership starts with empathy. “The most important thing I’ve learned is to listen,” she reflects. “When people feel supported and seen, they bring their best selves to the job, and that’s when great things happen.”
Her advice to anyone considering a similar career shift? “Come in with an open mind and a service heart,” she says. “The work done in the janitorial industry is essential, and it gives you the chance to make a real difference in people’s lives every single day.”
