Oversee a $25MM region, driving client satisfaction and partner growth by achieving year-over-year increases in revenue and retention.Lead and mentor a team of high-performing Client Managers and Care Pro Relationship Managers, resulting in a 20% boost in client satisfaction scores and significantly reducing team turnover.Develop and implement efficient onboarding processes and partner support frameworks, reducing implementation timelines by 30% to enhance partner satisfaction and retention.Manage market P&L to meet and exceed financial targets, maintaining a balance between growth and high-quality service delivery for sustainable profitability.Advocate for partner needs and objectives with senior leadership, contributing to data-driven, strategic process enhancements that elevate care quality and operational efficiency across the market.

Oversee three discrete lines of Business across the two largest markets in the region. This requires operational management over two distributed fleets totaling over 1K vehicles and servicing a growing driver community of 31K.Lead a team of diverse manager roles for multiple business lines with dotted line accountability to 40+ market associates, specialists, and leads.Direct recruiting and training of new team members while maintaining a 100% staffing rate in 2022.Curate and analyze data from three discrete lines of business and synthesize it into actionable insights and business plans for cross-functional partners. Represent Lyft with partners and vendors across multiple business lines. These Partnerships successfully navigated novel operational challenges (Staffing, procurement) onset by Covid and resulted in lower costs and progressive fleet growth YTD despite market headwinds.Co-architect of Lyft Mobile service launch in Houston’s legacy market. Subsequently chosen to act as SME for new market launches across the Company.Recognized as a leader in team development with 7 promotions for my team members in 20 months.Market level liaison to City, airport, and public transportation leadership for Houston and DFW.Represented the local rideshare industry’s capabilities and rider interests to FIFA in a successful bid to host the 2026 world cup.

Houston Galleria Selected to join highest volume Microsoft store in market as Operations manager. This location is regarded as the “Texas flagship” and routinely hosts corporate leadership visits and trainings due to its market leading sales and standards. I was subsequently chosen to lead technical services team as company pivots stores to reflect cloud first, mobile first strategy. Services ManagerSelected to oversee every aspect of technical services and internal lead development team. • 10th highest volume services program in Country.• Second highest volume lead development program in company.• Led team to best Quarter (FY19 Q3) in stores history in Cloud sales, deployment and support.• Services Team consistently leads store in Customer satisfaction scores.• Curate a culture of compliance and adhering to best practice resulting in my team achieving three consecutive perfect scores on Quarterly audits.• Specialized in small, medium and corporate Tier 1 cloud and hardware support in 17th largest business district in the country.• Consistently receive exemplary performance reviews and recently described as the “Complete package” by store manager.Operations Manager Sept. 2016 – July 2018• Key part of management team responsible for store achieving 164% performance to revenue budget in FY19 Q1• Led logistics team through multiple product launches including the Surface studio 1 and 2, Laptop 1 and 2, Surface Go and One X. • Piloted Omni channel program resulting in market leading metrics and revenue. • Critical player in store relocation managing Inventory, Fixture and equipment movement.• Recruited, Interviewed and managed onboarding for dozens of team members leading to a consistent 92% staffing rate.• Recognized as store leader in performance management and employee career development. Have coached multiple team members on career and personal development resulting in 6 promotions.

• Responsible for all aspects of the store’s logistics operations, including leading a team of 6 managers and over 140 employees to drive profitable sales through solid operations, service initiatives and strong team culture. • Utilizes state-of-the art technology to manage the receiving processes, freight flow and replenishment transition, productivity results and backroom inventory.• Provides an open door culture for team member concerns and maintains confidentiality. • Proactively leverage tools, reports, and processes to meet P&L goals.• Drives corporate brand, promotes team culture and protects profit by leading an injury-free culture resulting in over 1,000 days without a DAFW. • Provided supervision and development opportunities for hourly associates in assigned areas by hiring, training, mentoring, coaching, developing, recognizing and evaluating performance. • Holds monthly succession consultation of store leaders for 
talent planning, development and placement. • Analyze, implement and evaluate training material using adult-learning principles for logistics executives.

• Directed a team of 115 employees within Operations, Loss Prevention, Customer Care, Communications, Facilities and Travel. Created budgets and manage P&L.• Evaluated and analyzed financial reports, which include profit/loss, operating expenses, payroll and forecasts.• Developed and implemented adjustments to meet financial goals. Improved overall bottom line profitability by managing operational controllable expenses in 5 separate markets totaling over 8M.• Successfully led the negotiation, acquisition and integration of 7 stores that resulted in 2.5m in annual sales.• Managed the launch of the Orlando market, which added 11 stores per scheduled deadlines and budget constraints. • Developed and implemented standard operating procedures for potential franchisee’s.• Identified and developed associates with leadership or other skills for succession planning. Achieved 95% retention in 2011/12.• Aligned Learning & Development with key departments to implement new carrier partners, compensation plans, policy and procedure and operational compliance.• Led project team responsible for executing yearly sales program to launch strategic visions and goals for the year.• Created, implemented and managed field recognition program in partnership with director of operations to drive desired sales results.