I am an experienced operations and management professional with a passion for driving efficiencies, implementing transformative technologies, and building scalable systems. As the Director of Operations & Management, I co-lead with the executive leadership team, ensuring our internal processes and client-facing services are both efficient and profitable. I specialize in achieving high-impact results by leveraging innovative tools, advancing systems development, and driving operational excellence.Key Areas of ExpertiseOperations Management & Process DevelopmentClient Deliverables Using AI & Emerging TechnologiesWorkforce & Talent Systems ImplementationStrategic Planning & Profitability OptimizationTraining, Mentoring, and Systematizing Workflows

Overview:The Operations Director provides internal support to the Koch Comm team. This position oversees operational activities such as financial performance, quality improvement and process efficiencies. The Operations Director works closely with the leadership and executive teams to traffic, evaluate and optimize all operational activities to ensure operational performance is leading to cost effectiveness and efficient management of programs, tools and processes.Duties and responsibilities:• Auditing and quality assurance of all internal programs (i.e. project management program, time-tracking program, finance-tracking, digital filing system, etc.)• Oversee and propose solutions for operational activities such as financial performance, quality improvement and process efficiencies • Take lead role as checkpoint for all billing changes and estimates• Drive organizational efficiencies by reviewing all reports and create new efficiencies/processes where necessary • Responsible for onboarding/offboarding clients, vendors and employee’s by working with Human Resources (HR), client service teams (CST) and the interactive media department (IM) on processes, templates and checklists• Coordinate with CST on management of vendor hours/SLA and contracts. Review and approve all new contracts• Ongoing internal management of client profitability and work with CSTs (hours, etc.) by supplying Directors with financials based on their billable or non-billable hours reports• Report on internal and external budgets• Oversee operations analyst •Oversee project managers• Perform other duties assigned

• Meets with necessary team members to develop project schedules for current and planned projects that meet client deadlines• Defines, tracks, communicates and monitors project schedules, deliverables, scope and critical milestones for specified projects• Reports project status reports to the Vice President, Media Relations and Vice President of Digital Media • Creates planning materials, such as details needed for statements of work, schedules, estimates/budgets, status reports, scope, etc. for specified projects• Regularly communicates project status with team members and manage communications, expectations and workflows with internal team members and contractors • Tracks project budgets, ensuring project expenditures stay within budgeted parameters• Provides solutions to issues, risks and challenges that arise during projects, develop action plans and report issues to management as needed• Working with each department, assists with tracking, planning, forecasting and estimating capacity at both the project and departmental level• Drives projects to final stages of completion by keeping the team on track and keeping the team highly motivated• Assists in creating and implementing new workflows, procedures and best practices for the company• Responsible for company-wide training and training documentation for any initiatives that cross both divisions• Assists in new business initiatives such as interviewing prospective customers, writing proposals, and creating pitch presentations• Responsible for the onboarding and offboarding of all clients, including creating the statement of work, scheduling a client kickoff meeting, setting up the client on appropriate platforms, removing them from platforms, getting appropriate information sent to accounting, etc.

• Lead daily activities of e-Community managers employing strategic social media techniques to increase visibility, membership, and traffic across all client social media programs using best practices and project management disciplines• Serve as a subject matter expert for all things social media for Koch Communications’ clients by staying current on technology and social media trends• Propose and execute strategies to maximize clients’ social media presences, revenues, brands, reputations, and to serve target audiences• Measure the impact of social media on overall revenue enhancement efforts• Research, gather, and update statistical and useful information as assigned• Utilize strong presentation skills for both training efforts and senior level staff communications

•Acts as the frontline brand manager for clients by interacting with users on various web platforms• Works closely with clients on creating content for all social media sites and identifies possible social media promotions to engage the online community• Identifies threats and opportunities in user-generated content surrounding clients' brand, report to appropriate parties•Serves as photographer/videographer for public relations and promotions projects •Tracks and updates web-specific marketing graphics and content for updating monthly, weekly and daily offers•Applies client’s business metrics and marketing efforts to ensure tight integration with the social media initiative•Creates and implements e-mail campaigns for clients

• Created the social media strategy and managed content for Kirkpatrick Bank’s facebook page• Coordinate Admirals Club events and other special events• Manage and produce customer contact lists• Implement in-branch retail messaging and write press releases for mass media messaging• Assist in customer service strategy development teams• Balance and overlook the marketing budget• Directly communicate with advertising agencies on internal and external projects for the bank

• Processed deposits, money orders, cashier checks, loans, federal tax payments, and cash checks• Encoded and scan each business day’s work• Obtained appropriate information and documentation for large currency transactions• Balanced teller drawer, tax payments and automatic cash dispenser machines• Completed monetary logs and high risk customer spreadsheets when necessary