Managed back-office operations for the 40-person plumbing contracting company. Envisioned and developed company growth strategy and led efforts to train/up-train office staff. Oversaw payroll, budgeting, reporting, and technology initiatives. Collaborated with legal counsel to create and revise employee handbooks. Instrumental in driving YoY growth of 6%.TEAM LEADERSHIP: Maintained open door policy, promoted customer-centric culture among office and field teams, and conducted training and re-training over the years as the company grew in size and capabilities. Provided a commitment to company values and employee training and support. Achieved office retention rate of 85% and field retention rate of 95%.TECHNOLOGY INNOVATION: Initiated and drove efforts to upgrade internal systems as the company grew to support accounting and costing functionalities. Created the first data entry system from the ground up, moved accounting from Quicken to Peachtree to Great Plains, and migrated from SalesLogix to Master Builder (Sage Software). Trained staff in the new procedures and flow of information.PROJECT TRACKING: Developed data analysis system, initially in SalesLogix and later in Master Builder, to track jobs in stage, change orders, billing, and follow-up, enabling timely material and labor scheduling. Used information to analyze costs, generate reports, and source material for estimates.BACKOFFICE EFFICIENCIES: Analyzed operations and instituted processes and software to clarify and simplify inventory tracking, labor tracking, purchasing, receiving, product use, and report generation. FORECASTING & BUDGETING: Created templates, processes, and reports to forecast revenues and developed annual budgets. Timely monitoring and responding to outcomes.

Created annual course schedules and designed messaging appealing to applicants looking to challenge/change their lives. Developed a marketing strategy for increasing commitment, handling inquiries and creating and mailing the course catalog, enrolling students, and guiding them in their preparation to be successful in challenging experiences.DIRECT MARKETING: Produced an annual catalog appealing to personal transformation through adventure and challenge and described the course schedule and details of the locations on the Pacific Crest: Washington and Oregon Cascades and the High Sierra of California.APPLICANT VIDEO: Partnered with programming staff, hired videographer and copywriter, and drove the production of a 7-minute sales video emphasizing the nature of challenges and long-term health, mental, and interpersonal benefits to program participants.APPLICANT / CONSUMER EXPERIENCE: Refined the marketing and admissions process, simplifying and clarifying the admissions experience for callers and responders. Enrollment increased significantly over time. Placed advertisements and used direct mail campaigns.CUSTOMER SERVICE CULTURE & TRAINING: Initiated training and established customer-centric culture within customer service staff, improving responsiveness and customer satisfaction.DATABASE DESIGN: Worked with an in-house programmer on a custom relational database for marketing, admissions, and programming. Functioned to track enrollment and availability of each course offered for sales information and for reporting.

WILDERNESS ADVENTURE: Combined classroom coursework and introductory field experiences to instruct students in the safety and techniques of rock climbing, mountaineering, and cross-country skiing in the wilderness areas of Oregon. Led post-adventure debriefs of these experiences for personal reflection on teamwork, personal performance, and it's significance.

OUTWARD BOUND - THREE SISTERS WILDERNESS AREA, OREGONLed adults and teenagers in 21-day wilderness courses, emphasizing teamwork, consequences of behavior, and reliance on self and others through challenges of group living, backpacking, rock climbing, mountaineering, and wilderness travel. Outward Bound is the epitome of a growth mindset.INDIVIDUAL & GROUP DYNAMICS: Facilitated group dynamics and directly assisted participants in interpreting course experiences as lessons in life. For example, being bone tired, group map & compass navigation, or dealing with mountain rain, disagreements, and uncertainty, and how to process these challenges into a new relationship with oneself. TECHNICAL SKILLS: Instructed/monitored technical skills around safety, navigation, self-care, first-aid, and group safety.OPERATION BREAKOUT - OZARK MOUNTAINS, MISSOURILed 6-week adventure challenge courses for juvenile offenders. Taught skills in canoeing, hiking, navigation, backpacking, and camping. Provided oversight, instruction, and feedback for technical skills, safety, and self-care.LIFE LESSONS: Facilitated group and individual feedback & re-direction. We debriefed experiences to discover lessons as applied to daily lives and decisions, a growth mindset.INTERVENTIONS: Oversaw the safety of the group. Facilitated group direction and conflict, as well as provided individual attention and care.