Summary

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Entrepreneurial, forward thinking leader offering 9+ years’ progressive growth in operations management; track record of success directing operations across multiple industries.  Strong engagement skills with a passion for communicating vision, executing strategy, and attaining operational efficiency through continuous improvement initiatives.

Areas of Expertise:

·Operations Management 

·Customer Service

·Project Management

·End User Training

·Lean Six Sigma

·Strategy Formation

·Team Building

·Performance Management

·Strategy Formation

·Process Improvement

Work History

Work History
Aug 2012 - Present

Regional Manager

Dish Network

Selected as turnaround expert to lead underperforming territory back to prominence.  Direct all P&L responsibilities for external partners throughout the southeast; provide leadership and strategic oversight for 370 field technicians.  Change agent for 26 fulfillment partners responsible for the brand and image of Dish.

Jan 2011 - Aug 2012

Supply Chain Senior Manager | Customer Service & Ops Support

Novant Health

Recruited by VP to implement and manage a supply chain operations support division. Established division’s first call center, end-user training, internal communications, continuous improvement and supplier management teams.  Partnered with senior executives throughout the organization to communicate supply chain best practices.

§Implemented customer support function in 120 days by quickly assessing organizational needs, selecting and implementing appropriate technologies, developing SOP’s, and recruiting/staffing all team members

§Delivered $250k in timely payment credits through cross functional analysis and improvement of payment cycle

§Cut procurement operating expense by $98k through migrating from fax-based to email based purchase order processing

§Reduced staffing need by 3 FTE through eliminating unnecessary handoffs, retiring wasteful processes, and reallocating working hours 

Jun 2009 - Jan 2011

Senior Project Manager

Aon Hewitt

Led various HR outsourcing/operations projects in a matrix management style. Successfully managed clients, implementations, acquisition initiatives and projects on time and on budget.

§Removed $194k in operating expense through developing client level training manuals and eliminating waste through procedural changes

§Turned around underperforming client teams by standardizing workflow processes, eliminating waste, and developing functional process maps

§Trained and migrated 92% of client tasks to cheaper offshore partners

Jun 2006 - Jun 2009

Call Center Operations Manager

GMAC Insurance

Recruited to participate in company’s Leadership Development program.  Fast-track promotion through a series of increasingly responsible management positions.  Lead 4 multi-site teams with $17M budget. 

§Reduced underwriting labor expense by $86k and lifted service level from 78% to 91% through new workforce management strategies

§Saved $288k in Billing/DMV division using Lean Six Sigma improvement methods yielding savings in print, shipping, cycle time, and labor.

Slashed clerical support staffing need by 21% through front end imaging, production report automation, and development of paperless processing

Education

Education

Bachelor of Arts

Wake Forest

Varsity Football Team Member

Jun 2011 - May 2013

MBA

Liberty University