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Skills

  • Budget variance reduction
  • Customer service
  • Workflow Design
  • Budget development
  • Relationship development
  • Project development
  • Problem resolution
  • Process improvement
  • Communications
  • Process automation

Work Experiences

  • Organized 18 months leadership workshops to teach team members about productivity best practices.
  • Oversaw the efficiency of team leadership and data analysis on standard shift, supervising 18 employees.
  • Increased profits by 15% in one year through a restructure of the business line.
  • Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.
  • Trained, coached and mentored staff to support smooth adoption of new method program.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Kept track of 12 employees' daily activities and devised plans to address issues that resulted in system.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Increased revenue while also effectively targeting new markets by executing cross-functional collaboration and stakeholder engagement.

Summaries

  • Veteran High Touch Operations Manager with exceptional budget management and quality assurance abilities.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Offering workflow optimization and performance reporting, meticulous leader and strategic planner with broad managerial acumen.
  • Expertise in technology and product development.
  • Dedicated to providing excellent method services and efficient conflict resolution.
  • Customer-focused General Manager with 3 years of experience who is committed to expanding team leadership and stakeholder engagement.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.
  • 3 years of strategic High Touch Operations Manager experience leading and overseeing standard and framework business activities.
  • High Touch Operations Manager who is forward-thinking and knows a lot about budget management.
  • High Touch Operations Manager with 2 years of successful risk assessment and vendor management experience.

Accomplishments

  • Enabled a 17% increase in client satisfaction through targeted optimization of customer success metrics and proactive issue resolution.
  • Enhanced transparency with clients by regularly updating them on project progress, leading to a 52% reduction in escalations.
  • Proactively responded to client escalations, reducing resolution time by 13% and improving client satisfaction.
  • Decreased onboarding time for new high-touch clients by 85% through workflow restructuring and better documentation practices.
  • Developed real-time monitoring solutions that improved workflow efficiency and reduced client escalations by 78%
  • Realigned operational frameworks to ensure 67% on-time delivery for multi-phase client projects across the Pacific Northwest.
  • Designed and rolled out new KPIs aligned with business goals, enabling performance improvement across logistics.
  • Secured 14% increase in client Net Promoter Score (NPS) by enhancing escalation processes and reducing time to resolution.
  • Managed vendor relationships to improve service delivery, cutting service-level agreement (SLA) breaches by 33%
  • Improved cross-department collaboration by introducing standardized performance metrics, boosting operational efficiency by 45%

Affiliations

  • Strategic Alliance for Operations & Growth (SAOG) - Charter Member
  • American Marketing Association
  • Project Management Institute
  • International Association for Six Sigma Certification (IASSC)
  • Service Leadership Community (SLC) - Chapter Member
  • Jaycees
  • Member of Technology and Services Industry Association (TSIA)
  • Association of Information Technology Professionals
  • Rotary International
  • American Medical Informatics Association

Certifications

  • Certified Net Promoter Associate
  • Predictive Analytics Professional Certification – Meridian
  • Certified Public Accountant (CPA)
  • Certified KPI Professional - Cedar Works
  • CSM: Certified Service Manager – Cedar Works
  • Certified Information Systems Auditor (CISA)
  • Certified Customer Success Manager (CCSM) - Levels 1 to 4
  • CompTIA Network+
  • Customer Service Excellence Certified – Ironclad Systems
  • Microsoft Certified: Azure Fundamentals

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