Responsibilities: During this job role, I oversaw all operational functions of the business, including warehouse and logistics, inside and outside service, PMO, installation and field teams, purchasing, and quality assurance—excluding Sales, HR, and Accounting. I drove continuous process improvements and streamlined daily operations to enhance the customer experience, contributing to a 12% revenue increase in 2023, surpassing $60MM. Developed a new inventory tracking method for Service personnel, enabling full visibility from warehouse to last-mile installation, significantly reducing the loss or misplacement of warranty parts.Key Achievements:● Directed a warehouse expansion project, adding 30,000 sq ft of racking and shop space to an existing 20,000 sq ft warehouse, encompassing space optimization design, racking installation, location configuration, and scan-gun software upgrades.● Reduced sales-to-purchase process timeline from 21 days to seven days, enabling PMO to access 100% of project documentation, while allowing installers and subcontractors to submit instant, on-site documentation.● Consolidated off-site inventory into newly expanded warehouse during a seamless two-week transition as well as coordinated labor and product deliveries to achieve a $7MM monthly delivery record.● Led successful warehouse expansion, concluding alternate lease two months ahead of schedule, with no additional headcount and minimal overtime (less than 40 hours, no weekend shifts).● Supported PMO taking ownership of final payment collection, linking financial completion to project success and reducing aged accounts receivable from $2MM to under $200K.● Navigated an EPA project review, ensuring 100% compliance with lead-safe installation practices and regulatory requirements.

Responsibilities: During this job role, I performed a comprehensive analysis of field-service needs and strategically hired service technicians to cover Colorado Springs and Western Slope markets. I optimized geographic areas and system-controlled availability for greater efficiency in Service appointments. I facilitated seamless transition of Colorado Springs and Southern Colorado Service and installation operations to new ownership, implementing system redundancies and overseeing customer needs and employee training.Key Achievements:● Resolved over 200 outstanding building permits by collaborating with local jurisdictions, ensuring 100% compliance for residential customers and establishing processes to maintain future project compliance.● Improved Customer Effort Score for aftermarket Service team by 15 points within first nine months, enhancing employee engagement and understanding by consistently sharing monthly targets and progress.● Drafted and implemented a new subcontractor agreement for 1099 installers to ensure comprehensive protection for both company and customers in cases of damage or negligence.

Responsibilities: During this job role, I developed a ticketing system for escalations related to 1099 contractors to enable effective record-keeping, trend analysis, and improve efficiency across Field Services. I strengthened customer relationships by aligning sales account managers and project management staff with shared targets for project success. I demonstrated sustained improvements in customer metrics by creating customized daily, weekly, and monthly reporting tailored to each customer’s deployment.Key Achievements:● Decreased customer escalations to Executive Leadership by over 50% through coaching Project Management staff on making independent decisions and fostering autonomy.● Partnered with the internal development team to unlock reporting on 100+ database fields, creating a BI tool using Power Pivot and training staff and leadership on its effective use.● Implemented innovative problem-solving strategies at onset of the pandemic, enabling field personnel to continue supporting essential customers (Walmart, Dollar General, Family Dollar), while adhering to 24-hour SLA contract requirements.● Transitioned all employees to remote work, including call center operations, realigning KPIs to maintain productivity and sustain high levels of employee engagement.

Responsibilities: During this job role, I mitigated worker classification risks for 1099 contractors by establishing best-practice tactics across departments and collaborating with legal counsel to revise contract language. I oversaw seamless execution of field service operations, including planning, scheduling, and dispatching technicians to customer sites. I coordinated with internal teams to prioritize customer deployments based on urgency and customer requirements, ensuring timely and efficient service delivery.Key Achievements:● Reduced project launch issues by 50% by implementing Collaborative Onboarding Program, a high-performing cross-functional team that managed all aspects of new customer deployments.● Increased 24-hour onsite SLA performance by 15% through creation of consistent reporting metrics, enabling trend identification and reducing variability in customer expectations.● Advanced a culture of process improvement by developing and delivering a basic process improvement course, successfully training over 60 staff members.

Responsibilities: During this job role, I ensured uninterrupted 24x7 customer service during office relocation of NOC call center by developing and executing a dual-lane contingency plan. I collaborated with cross-functional teams to develop and implement strategies for customer provisioning, ensuring seamless integration and satisfaction for new clients. I conducted market research to identify customer needs and preferences, leading to development of tailored service offerings and improved customer retention rates.Key Achievements:● Created a comprehensive database of 1099 contractor details by partnering with a 3rd party developer to customize Dynamics CRM, integrating with existing dispatch software for enhanced reporting and management.● Managed scheduling of over 4,000 service tickets during a 3-month nationwide customer deployment by hiring, training, and creatively staffing 35 Provisioners to work six days a week.

Responsibilities: During this job role, I fostered a culture of collaboration and continuous improvement by instituting formal feedback loops for team development and process refinement. I spearheaded the planning and execution of field service operations, resulting in a significant increase in overall efficiency and customer satisfaction. I collaborated with field service technicians and other teams to analyze data, identify trends, and implement strategies to enhance service delivery.Key Achievements:● Achieved client’s goal of hiring and onboarding 130 field employees across North America within three months, utilizing virtual interviews and e-signature documents, with just two recruiters.● Leveraged data and analytics to set recruiting targets for five recruiters, standardizing tactics and increasing field capacity of 1099 contractors across North America by 15%, resulting in an active subcontractor base of over 4,000.Additional Experience:Operations Supervisor, Order Entry Department | Operational Lead, Phone Contact Center | Order Specialist | Operational Effectiveness Design Group | Marketing Specialist | Sales Operations Specialist, McMaster-Carr Supply Company – Atlanta, GASenior Contract Analyst, Management Dynamics Inc. – Marietta, GA