PROFESSIONAL PROFILE Focused, results-oriented FIELD OPERATIONS LEADER with MBA and 15+ years of progressive responsibilities in automotive, consumer electronics, government and non-profit sectors. Personable, upbeat and tenacious. Thinks and acts strategically, driving cost savings and generating revenue. Holds self and others accountable for achievement of performance expectations. Demonstrated cross-functional successes in recruitment and staffing, training and supervision, leadership and decision-making, client development and customer service, new product introduction and support, promotion and sales strategies, account management and bottom line financial accountability. Exceptional organization skills, with strong multi-tasking / multi-project capabilities and ability to manage well across multiple sites.
Sep 2000 - Mar 2008
Affiliate Services Manager/Field Service Manager
OIC of America, Inc.
Assumed national territory formerly managed by 5 staff. Directed 60 national affiliate offices. As Interim Director, managed 4 direct reports. Saved $500K in operational expenses. Intervened to organize, manage and hold national conference that was 11 months behind schedule. Oversaw all details and logistics and launched successful event in only 5 weeks. Information presented on fundraising alone increased overall operational funding up to 80%. Brought new affiliate into region, turning current affiliates’ concerns about competition around. Not only was new affiliate welcomed, but they were readily offered technical support from others. Initiated and established relationship between OIC and Bush White House as Interim Director of Field operations. Assisted in restoring affiliate contract with HUD worth $500K annually. Prevented expenditure of $50K in resources and won $300K “At Risk Youth” contract. Uncovered negligent business practices, preventing potential loss of $400K contract. Leveraged connections established with government officials, and access to grant writing resources, to aid OIC affiliate in securing government training contract worth $2M annually.
Nov 1999 - Nov 2002
Product Sales Specialist
Identified sales opportunity and given authority to price and actively market returned goods. Sales of returned goods increased 90%, and overall profitability increased with more floor space open. Met and/or exceeded daily revenue goals and quotas for service plans and replacement plans. Volume generated contributed toward store’s recognition as #1 in sales nationally.
Dec 1995 - Aug 1999
Saint Francis Home for Boys
Promoted to manage 9 direct reports. Set high standards and provided take-charge leadership. Initiated and conducted training, saving organization $15K and preventing potential litigation. Provided leadership that secured retention of 4 qualified but underperforming employees. Developed staff so that 5 of 7 received promotions after coaching and mentoring. Worked in tandem with other agencies, initiating and coordinating effort that prevented client abuse, and reduced Department of Human Service site visits from 4 per year to 1 in 3 years.
Nov 1992 - Nov 1995
Special Allowance Coordinator
Department of Public Welfare/Commonwealth of Pennsylvania
Determined program eligibility for public assistance benefits with adherence to federal and state guidelines. Managed access to social services for clients in conjunction with other organizations.
Feb 1990 - Oct 1991
Service Development Training Instructor
Subaru of America
Created tool in conjunction with Field Operations Manager and Parts and Service Operations Manager that enabled dealerships to increase penetration rate by an average of 20% and to continue to ensure customer retention / brand loyalty. Addressed service disaster affecting 25% of US customers. Increased Owner Services customer satisfaction by 100%, with additional measureable results in customer retention.
Jun 1985 - Oct 1989
Parts & Service Zone Manager
Ford Parts & Service Division
Awarded multiple Zone Manager “Gold Key” awards for outstanding performance and productivity of accounts.
Jun 1981 - Oct 1985
United States Marine Corps
Remained in the Marine Corps Reserve until 1992.