• Business Leadership: Launched and currently lead a thriving delivery service partner business with Amazon, overseeing operations that encompass the management of a large team of delivery associates.• Team Development: Expertly recruit, train, and motivate a high-performing team, emphasizing exceptional customer service and operational efficiency to meet daily targets.• Operational Management: Implement strategic operational plans that adapt to seasonal business fluctuations, ensuring seamless delivery operations while maintaining a focus on safety and compliance.• Innovative Problem-Solving: Utilize innovative strategies to navigate the dynamic challenges of a delivery network, driving continuous improvement and operational excellence.• Cost Management: Capitalize on low startup costs and Amazon-negotiated deals to maximize profitability and business growth, demonstrating acute financial acumen.• Stakeholder Engagement: Forge strong relationships with Amazon mentors and support staff, leveraging extensive coaching and support to enhance business operations and service delivery.

• Strategic Workforce Management: Spearheaded the development and execution of comprehensive workforce strategies, optimizing staffing and resource allocation across multiple channels including phone, chat, email, and automated services.• Forecasting and Planning: Led the creation of accurate workload forecasts and staffing models, ensuring efficient operational flow and alignment with service level KPIs such as Answer Rate, Speed of Answer, and Idle Time.• Technology Optimization: Managed and enhanced Workforce Management (WFM) technology tools, including IVR systems and staffing software, integrating cutting-edge AI solutions to improve process efficiency and customer service delivery.• Financial and Operational Oversight: Collaborated with Finance and Operations teams to produce precise financial forecasts and manage resource allocation, significantly contributing to the company's fiscal and operational goals.• Leadership and Development: Built and led a dynamic Workforce Department, fostering an environment of continuous improvement and professional growth while maintaining high levels of team engagement and satisfaction.• International Project Implementation: Successfully implemented an international project in the Philippines, establishing a vendor call center that enhanced global operational capabilities and service delivery

• Strategic Development: Spearheaded the creation of departmental goals and objectives, significantly enhancing patient experiences through targeted employee initiatives.• Project Leadership: Acted as the principal project manager for pivotal operations, orchestrating cross-functional team efforts to achieve strategic outcomes.• Performance Analytics: Led the collection, analysis, and reporting of key operational metrics, providing actionable insights to senior management to drive business decisions.• Operational Excellence: Identified and addressed process gaps and operational roadblocks, advocating for essential changes to enhance market strategy and operational agility.• Client Integration: Facilitated the onboarding of new clients and departments by analyzing patient and provider data to ensure seamless service integration.

• Operational Supervision: Directed daily operations, forecasting, and management of call center teams, focusing on optimizing call routing and employee productivity.• Project Management: Led the implementation of new systems and processes, driving significant improvements in operational objectives and employee performance.• Process Optimization: Utilized critical thinking to develop and implement effective processes and procedures in collaboration with union representatives and department managers.• Data-Driven Management: Monitored and analyzed performance data to measure productivity and goal achievement, adapting strategies to meet business demands and forecast future needs.

• Operational Leadership: Directed comprehensive daily operations, including guest services, budgeting, and human resources, elevating overall restaurant performance.• Cost Management: Implemented cost-control methodologies and managed purchasing budgets, optimizing spending and vendor relationships to secure the best pricing.• Strategic Initiatives: Devised and executed strategic processes and growth-focused operations to enhance productivity and operational efficiency.• Performance Optimization: Targeted and revitalized underperforming areas, reallocating resources and redesigning processes to drive significant operational improvements.• Sales and Profit Growth: Conducted in-depth analyses of operational practices to enhance sales, profitability, and customer retention, significantly increasing new customer acquisition by 40% and return customer rates by 90%.

• Data Management: Developed advanced reporting tools to aggregate and analyze call center data from multiple systems, achieving cost reductions of over $350K.• Financial Impact: Delivered an ROI of $820K within seven months by deploying effective workforce management (WFM) tools and optimizing operational processes.• Resource Optimization: Innovated call flow and queuing strategies, which maximized resource utilization and reduced staffing costs by over $500K.• Quality Assurance: Enhanced departmental adherence rates from 70% to 90% through the implementation of best practices, continuous education, and recognition programs.

• Data Analysis: Delivered comprehensive analysis and reporting on call volumes and service levels to senior management, supporting strategic decision-making.• Reporting Expertise: Generated detailed executive-level reports on productivity and financial metrics across all call center operations.• Scheduling Efficiency: Created and managed an effective workforce scheduling system that aligned with both agent and leadership requirements.• Data Trend Analysis: Identified and acted on data trends to prevent potential operational disruptions, enhancing overall customer satisfaction.• Workforce Optimization: Improved staff scheduling during peak periods, ensuring optimal staffing levels and significantly enhancing operational efficiency.

• Team Supervision: Managed a team of 15, focusing on maximizing employee performance and productivity through targeted training and feedback.• Data Management: Analyzed and synthesized project and vendor data to create informative internal presentations.• Performance Improvement: Developed and conducted training for new employees, resulting in a 60% increase in productivity and customer satisfaction.• Operational Tracking: Maintained meticulous records of field personnel activities, ensuring efficient management of in-progress and completed tasks.• Performance Reporting: Compiled and presented monthly performance and cost reports to the executive team, highlighting key metrics and insights.

• Operational Coordination: Directed equipment operators for optimal alignment and adjustment during construction projects, ensuring precision and safety.• Safety Management: Upheld rigorous safety standards to safeguard team members throughout construction operations.• Technical Proficiency: Interpreted blueprints and technical documents to meticulously plan and execute construction projects, adhering to specified standards.• Cost Estimation: Accurately estimated project costs and timelines, ensuring efficient resource allocation and project completion.

• Quality Leadership: Managed multiple teams to implement quality assurance initiatives, significantly improving operational processes and compliance.• Team Development: Mentored and led QA teams, fostering a deep understanding of internal standards to ensure seamless process integration.

 Developed and oversaw project budgets, schedules, staffing requirements, and life cycle tasks to comprehensively manage all facets of implementation and execution  Adjusted project plans to account for dynamic targets, staffing changes and operational specifications Worked with senior leadership to ensure complex projects were completed on time and under-budget Drove team success through shared vision and recognition of quality performance Established planning objectives for projects by identifying key issues, approaches and performance metrics Generated budgets and revenue streams to hit yearly projections and boost revenue by up to 35% through cost savings, workflow process refinement, and new business development

-Optimize and data process incoming and outgoing loads.-Created policies and procedures for quality assurance, best practices and project management.-Coached and assisted employees with adapting to new processes.-Identified problems and recommended new processes to improve efficiency and reduce costs. -Conducted time study using work measurement tools to validate accuracy of labor standard time.-Collected and organized data for use in key decision-making