• Drive year-over-year business growth as operations lead, implementing the business’ strategic vision and plan.• Enhance operational efficiency and productivity by managing budgets, accounts, and costs.• Prepare and analyze business reports to track performance, recommending areas the business can improve and implementing short, medium, and long-term strategies to improve business performance.• Provide thoughtful guidance and coaching to the team assisting them in navigating and resolving snags in productivity.• Introduce new methods, practices, and systems to reduce delivery turnaround time and ensure smooth delivery of work.• Implement operational strategies and effectively built customer and employee loyalty.• Perform statistical analyses to gather data for operational and forecasting needs.• Deliver business strategy and developed systems and procedures to improve operational quality and team efficiency.• Management of agency KPIs including budgets and day-to-day operations• Succession planning and procedures across all sites to ensure efficient staff management.• Departmental alignments to company expectations and policies to maximize productivity and maintain operations to budget and cost forecasts

• Reviewed financial and operational reports on a regular basis to make effective decisions.• Implemented productivity tools to eliminate production bottlenecks, boosting productivity.• Managed the transition of the business to a work-from-home model while boosting team productivity and collaboration• Boosted customer satisfaction ratings by resolving issues quickly and effectively.• Maintained excellent customer relationships through consistent delivery of commitments.• Negotiated contracts, pricing structures, and delivery schedules.• Mentored and supervised a diverse workforce, managing scheduling, supervision, and performance management.• Collaborated with executives to develop and execute strategic business plans.• Managed the restructuring of departments to enhance performance, service delivery, and efficiency

• Developed and initiated projects, managed costs and monitored performance• Identified plans and resources required to meet project goals and objectives.• Drove team success through shared vision and recognition of quality performance.• Modified and directed project plans to meet organizational needs.• Led project teams through design, construction and launch process.• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.• Planned, designed, and scheduled phases for large projects.• Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.

• I was in charge of sourcing and acquiring new business, team growth, innovation, research & development as well as project delivery and management• I led the implementation of automation tools for various organizations. These included Governance, Risk and compliance systems, CRM, Business Intelligence, HR, and Project Management tools.• Collaborated with product specialists to understand requirements and align business processes to product features and capabilities.• Created process and delivery improvements to reduce build cycle time.• Supervised the work of programmers, designers, and technicians, assigned tasks, and monitored performance against targets.• Designed, developed, modified, and debugged programs.• Coordinated deployments of new software, feature updates, and fixes.• Translated technical concepts and information into terms parties could easily comprehend.• Created proofs of concept for innovative new solutions.• Analyzed work to generate logic for new systems, procedures, and tests.