• Leads the effective implementation of productivity plans and initiatives to ensure the achievement of objectives.• Implement strategies that improve profitability and lead to labor productivity improvements.• Conducts needs analysis and resource allocation studies to determine the most effective use of human capital resources. Makes recommendations to management based on research.• Assists the organization in achieving greater flexibility and attaining competitive advantages by leveraging its human capital. Provides financial and operational insight and guidance to enhance performance and process efficiency.• Analyzes the impact of employee performance interventions on organizational performance and provides reports to management. Ensures projects meet budgets and deadlines.• Effectively collaborates with business leaders to identify and implement optimal organizational structure to accomplish business objectives and leverage talent.

Support and lead business process improvements and formulate recommendations related to the company’s business transformation strategy. Use lean principles across the organization to reduce costs and ensure efficiencies. Partner with Operations Support team to modify, simplify, and eliminate workload inefficiencies to improve the organization’s operational processes Lead business transformation by performing analyses and providing recommendations for process improvement resulting in $18 million cost exposure reduction Partner with HR leaders to assess needs, develop data driven tools, and implement effective use of solutions Provide leadership, direction, and subject matter expertise to identify sources of waste and drive productivity Collaborate with People Data and Analytics to forecast requirements, and develop strategies to operationalize the pursuit of targets (headcount, FTE, labor spend, etc.) Enhance existing Workforce Management tools to include self-service reporting and team member engagement Development, implementation, and oversight of Labor Models providing direction for 10,000 team members Ownership of financial and people analytics reporting for entire organization with stringent data quality requirements

• Identify, lead and manage multiple complex labor-related projects to drive solutions that improve efficiencies• Work directly with labor efficiencies on time and within budget. Work cross-functionally with business partners to gain trust and establish collaboration for all labor projects• Plan, oversee and guide labor studies department reviews, and labor standards updates• Manage labor standards database, new store set up and ongoing integrity of labor standards• Develop and manage strategic plan for labor efficiencies to address current and future budget requirements• Collaborate with Merchandising Operations team on organizational developments providing feedback and perspective from an efficiency viewpoint• Collaborate with Training team on all proposed process changes and maintain appropriate standards documentation• Maintain store profile databases and prepare standardized reporting on shrink, labor and any other ad hoc reporting to address labor or operational deficiencies

As Director of Operations I play a key role in the leadership, training, and development of site staff and implementation and/or improvement of short and long-term strategic processes. Additionally, I monitor contract performance for various risk based agreements and fee for service clients. It is my pleasure to assume the duties of the Program Director during their absence. Some of my responsibilities include:• Monitoring key performance indicators and optimization of day to day activities to ensure contract compliance while adhering to specific client protocols, while staying within budget to ensure profitability• Providing development and career path guidance to local staff• Conducting Operations/Project status meetings to identify problems and ensure deliverables are met• Analyzing complaint trends and identify root cause, driving accountability and/or process improvements needed to reduce complaints and maximize operational efficiency• Partnering with corporate Call Center and Care Management to ensure agents are leveraging the most appropriate resources to service members• Establish working relationship with the clients and act as a liaison to ensure their expectations are met and any requests for information are responded to in a timely manner• Interact regularly with transportation providers, healthcare facilities, and internal departments to ensure quality services are being delivered• Collaborating with Contracting/Legal/Pricing departments to evaluate new contract opportunities to provide key input related to financial viability• Tracking results of audits (internal and external), successfully remediating any deficiencies• Partnering with Client Services, and the client to participate in Joint-Operating-Committee meetings to identify and correct any service level agreement shortfalls• Analyzing various financial and operational KPIs to drive decision making

• Developed short term and long term strategies resulting in 18% revenue increase, (8%) expense • Implemented corporate strategies and initiatives to achieve desired results• Coordinated and executed promotional events with corporate and local partners• Directed Managers and Partners at multiple to achieve synergies resulting in $600,000 in incremental revenue• Provided input to senior management regarding strategic plan for business segment• Implemented “customer-centric” training initiatives to ensure guests received the highest level of customer service• Analyzed performance indicators & data utilizing Excel and database manipulation to present findings to Executive board• Worked with Legal partners to update existing service contracts and negotiate new agreements• Created performance indicators to measure efficiency and spend analysis • Responsible for pricing promotional and business offerings, developed evaluation models to measure results• Responsible for hiring, directing, coaching, promoting, terminating, and measuring performance of staff

• Managed multiple projects and provided support to teams executing projects to meet company objectives within budget and time constraints• Partnered with Senior Management to develop mission statement and business strategy• Continually edited data systems to provide accurate asset reporting and analyzed asset performance to provide recommendations to Executive Team • Authored and edited policies and procedure manual for a functional area; delegated job duties and tasks to employees and cross functional teams consistent with departmental and company goals• Worked with Director of Marketing to measure and maximize value from marketing efforts• Executed marketing database analytics; provided segmentation insights and recommendations• Assisted with the design of direct mail marketing message and production• Conducted market research with contracted external companies to determine ideal product mix; compiled and analyzed over three years of market data for Executive Team• Established partnerships with vendors and was held responsible for timely delivery of specified products• Interviewed over 80 candidates for front line and managerial positions; assembled Slot department and trained team members to pass a rigorous pre-opening State administered compliance test• Assisted senior management in the negotiation and contract review for asset purchases totaling $12.1 million• Led cross-functional team to install over 1,050 slot machines in a new 40,000 Sq ft

• Responsible for day to day operations in all functional areas• Enhanced operational processes building-wide for efficiency and accuracy • Edited internal controls to operate within compliance of Florida Statutes and Administrative codes; Directed Internal Audit and worked with state officials to complete external audit• Implemented enhancements pertaining to property improvements and maintenance • Conceptualized, planned, and executed special events and tournaments• Implemented promotions that increased growth and revenue approximately 33%• Provided Ad-hoc analysis and reports to Department Heads