I consult with clients to review and implement effective solutions, enhancing their operational efficiency and performance. For a local restaurant, I used advanced data analytics and competitive market research to successfully reduce labor costs by 19%. I implemented POS, inventory, accounting, and tech solutions, contributing to a $2 million annual recurring revenue (ARR) and improving customer service. By managing vendor relationships, ensuring timely invoice payments, contract compliance, and monitoring performance metrics, I maintained high service standards.I conducted in-depth analysis and optimization of residential construction operations for a local construction company, significantly reducing construction delays and boosting customer satisfaction rates. In 2017, I co-founded and grew this construction company to 4 employees with an annual revenue of $300,000, handling strategic partnerships to secure yearly revenue.I also secured minority partner equity at the national brand Green Home Solutions TrueEnviro through my contributions as Platforms Director and by leading major company projects, driving operational improvements and technology integration.

I transitioned to this role from Customer Success Manager to fill a gap in the organization and spearhead new projects. In this capacity, I led projects, overseeing a portfolio of projects collectively valued at over $1 million. I orchestrated end-to-end project plans in collaboration with clients and cross-functional teams to achieve streamlined implementations and enhance client satisfaction. I led comprehensive digital audits using Semrush to analyze URLs, identifying and rectifying inconsistencies, which significantly improved organic traffic and user engagement for client sites.I facilitated cross-departmental collaboration by creating and implementing detailed training materials and project documentation, improving team efficiency and ensuring seamless onboarding of new clients. Additionally, I drove the execution and documentation of customer audits and discovery processes, establishing a foundation for tailored project strategies and client-specific recommendations.

With expertise in driving client satisfaction through detailed project and content management, I ensured timely and relevant communication, collaborating effectively with clients and internal teams to execute projects with a focus on customer success and experience. I led new client onboarding for assigned accounts and managed a portfolio of client accounts with a total annual recurring revenue (ARR) exceeding $1 million. I demonstrated success in overseeing comprehensive client onboarding processes, from customer audit and discovery to implementing recommendations, and I was skilled in creating detailed project plans and managing transitions to future state sitemaps and content requirements.I worked closely with Customer Success Services and Program Management teams to develop and implement data and content strategies, identifying inconsistencies in page layout, design, and content, and providing actionable recommendations for improvement. Utilizing Semrush and other tools, I analyzed existing URLs and organic traffic, playing a key role in quality assurance and pre-launch preparation. I ensured that project documentation and data management aligned with customer and company goals. My adeptness at balancing detailed analysis with rapid project execution ensured that all tasks aligned with client expectations and deadlines.

I analyzed and investigated issues related to billing, claim processing, and reimbursement systems, evaluating their validity and presenting findings to improve the revenue cycle. I ensured the accurate and timely delivery of weekly revenue reports by analyzing, reviewing, and summarizing data from multiple sources. Additionally, I assisted in the development of revenue-related reporting and analysis, including generating periodic reports and responding to ad-hoc analysis requests. I joined this role post-COVID, during which my entire department was eventually eliminated as the company shifted its resources to an international vendor.

I gained this role through the strong relationships I forged during my time as an operations manager in my previous position. Leveraging these connections, I led three major projects that significantly contributed to the company's growth and efficiency.First, I spearheaded the acquisition of a Houston office territory, expanding our market presence and operational capabilities. Second, I managed a CRM system transition, developing and implementing custom workflows to enhance our business processes and improve overall efficiency. Finally, I established and built an internal customer service department, dubbed our 'Happiness Center,' dedicated to client services. This initiative aimed to elevate customer satisfaction and support, aligning with our company’s commitment to excellence.In addition to these projects, I established and supervised the implementation of operational directives, consistently measuring their outcomes to ensure effectiveness. I analyzed and implemented solutions to enhance the performance and functionality of the company’s software products. Utilizing dashboards in ZoHo, Excel, and PowerPoint, I created, updated, and distributed daily and weekly status reports to team managers, directors, and executives, presenting visual, textual, and graphical information detailing the progress of all products and projects.Leading the contact center data management team, I created and deployed call center metrics and reporting tools, enabling the company to evaluate the performance of its products, customer service, and customer support. To further improve the organization’s training and analysis processes, I traveled frequently to office locations, conducting training sessions and reviewing analysis processes. This hands-on approach ensured continuous improvement and alignment with the company’s goals.

The owner of the wireless stores I worked for recognized my leadership and expertise and recruited me to join him in this new venture, demonstrating my loyalty and commitment. Leveraging the same leadership skills I developed while rising from a sales representative to lead district manager, I supervised Audit & Compliance initiatives for wireless stores, ensuring timely completion. My analytical capabilities were key in conducting franchise mapping and demographic analysis for a national indoor air quality company, identifying high-growth regions with low competitor presence. Additionally, I researched and improved the online onboarding process for franchisees, enhancing their initial experience. My role also involved setting up systems and training over 50 franchisees in business management software, including NetSuite, FranConnect, Lead Generation Outlets, and Inventory Management. This comprehensive training empowered franchisees to effectively manage their businesses and optimize their operations, reflecting the leadership and operational excellence I honed in my previous positions.

During my tenure at the company, I demonstrated a consistent track record of success and growth. Starting as a sales representative, I quickly advanced to the role of store manager due to my ability to understand customer needs and deliver customized solutions. My leadership and operational skills further propelled me to the position of district manager, where I managed multiple stores and focused on enhancing sales and profit margins. Eventually, I rose to the role of lead district manager, where my responsibilities included traveling to underperforming districts. In this capacity, I identified problems, implemented solutions, and coached store managers and support teams, significantly improving customer satisfaction and sales revenue. Additionally, I managed vendor relationships to ensure the timely and accurate delivery of products and services, further contributing to the success of the stores under my supervision.

I began my career in wireless sales as a Wireless Sales Consultant, where my primary focus was on meeting with customers to understand their needs and provide tailored solutions. Within the retail environment, I excelled at identifying customer requirements and delivering customized recommendations. My efforts were instrumental in increasing sales revenue, particularly through a company sales initiative. This initiative involved proactively approaching customers, analyzing their wireless bills, and suggesting cost-saving measures through new wireless plans. This hands-on approach not only enhanced customer satisfaction but also contributed significantly to the company's overall sales performance.