• Oversee the operations of a Home Management business that was contracted for services with 50 client’s and their high-end homes. • Mentor career and growth development for 6 employees.• Big picture/long term planning of jobs and workload to ensure adequate resource availability and minimize expenses.• Apply broad industry experience to improve and/or introduce new business practices, policies, and procedures necessary to achieve organizational goals.• Lead and develop initiatives intended to improve compliance or adoption of new processes and procedures.• Serve as quality assurance manager responsible for mentoring the project manager who was delivering all phases of construction projects including, project scope, planning, scheduling, budgeting, design, construction, subcontractor management and regulatory interaction in various new construction and renovation projects.• Coordinate all steps and scope of work for projects with budgets ranging from $10K to $3M.• Ability to read and understand construction design documents and specifications.• Work with subcontractors in all trades to include HVAC, plumbing, electrical, framing, carpentry, drywall, paint, masonry, audio/video, pool, landscaping and pressure washing to ensure best quality product is provided.• Collaborate with internal and client stakeholders to identify problem areas and develop and implement strategies for improvement.• Tracking and validation of weekly invoice payment applications for trade contractors.• Responsible for Opportunity and Quote creation of values over $10k and approval of Opportunities under $10k created by others.• Responsible for post project evaluation and analysis along with budget and job costs reviews.• Assist Project Manager and Home Specialists with roadblocks/problem solving that are preventing them from being successful.• Identified inefficiencies in the daily workload and implemented solutions to reduce mileage, overhead costs, and invoice creation.

• Manage / supervise 65 personnel, including: Pickup and Delivery Manager, Operations Manager, Operations Administrator, Office Administrator, Operations Coordinator, Package Handler, Independent Service Provider, Drivers; responsible for oversight of daily organizational work plan for facility• Responsible for $6.8M annual operating budget; manage a system of man-hour controls (Total Labor Hours) to ensure service levels / operational performance goals are met, resulting in fiscal year increased operations cost performance (15%)• Improved (26%) serial annual service levels for on-time service, overnight (25%) and local inbound service (7%) in peak season with increase of 15,000 package deliveries• Subject Matter Expert (SME) for concepts, practices, procedures and transportation regulations used in Pickup and Delivery and Line-haul field operations, including Department of Transportation (DOT) regulations• Responsible as team lead for brain-storming sessions with employees and management staff to resolve issues, concerns, launch solutions, and evaluate outcomes via the Quality Driven Management program; support team oriented environment through motivated, engaged staff members in a continuous improvement climate utilizing Quality Driven Management principals; results were increased and sustained employee engagement and motivation• Responsible for full-cycle recruiting, training / retraining including safety compliance (OSHA, DOT), promoting a ‘Safety First’ safety and accident prevention culture, arbitrator of employee issues, development of employees, performance evaluations, man-power forecasting• Responsible for conducting weekly staff meetings for metrics reviews, training (as needed), completing individual training stats for online and instructor training for exempt management and non-exempt employees; address corporate initiatives (and train or retrain), evaluate feedback, and document reports and metrics for action

• Responsible for man-hour scheduling, logistics workflow, including sorting, handling, delivery, pickup of packages within time parameters and contract deliverables; resulting in ~19,000 packages delivered daily• Manage / supervise three service managers with oversight of ~45 independent service providers and their 20 employee drivers (drivers for FedEx Ground are independent contractors; they owned routes and operated a small business servicing specific areas with responsibility for their own vehicles/drivers) Monitor and manage the seasonal employee FedEx drivers during peak season (holidays); Manage/supervise Independent Contractors and hold accountable to the Operating Agreement was paramount for optimum customer service • Responsible for full-cycle recruiting, training / retraining including safety compliance (OSHA, DOT) for facility drivers (including temp drivers) during initial approval period and then yearly or monthly training provided as needed or new compliance established• Interact with three to six sales representatives to establish, address, maintain satisfactory customer and service levels; responsible for personal visits to customers during sales calls for operations management presence• Responsible for completing and presence during Business Compliance Administrative group (HQs) monthly audits for administrative procedures to ensure quality assurance; review policies and procedures that governed the operation ranging from Department of Transportation (DOT), hours of service documentation, driver file accuracy; responsible for any follow-up and documentation to completed tasks in station • Plan and coordinate delivery routes to meet service goals (pre-computer routing software) for ‘overbooked’ stops for drivers; ensure packages got delivered if any route was not going to be successful by shifting drivers and trucks to accomplish• Responsible for man-hour scheduling, logistics workflow, resulting in 2006, Best Pickup and Delivery Operation

• Managed coordination of / assist independent contractors service accomplished for deliveries; investigate service issues / address with business contact of Independent Service Providers• Investigate customer service complaints: disputed deliveries, missing package, early and late pickups for resolutions; perform settlement adjustments to ensure accurate / timely payments• Responsible for training / retraining including safety compliance (OSHA, DOT) and promoting a ‘Safety First’ safety and accident prevention culture• Coordinate daily line-haul spots, line-hauls, scheduled runs for independent contractors; support coordination of quality, service, administrative functions in pickup / delivery services• Ensure contract standards and Department of Transportation (DOT) compliance for company and vendor equipment, including create / maintains DOT files for all drivers • Developed / implemented corrective action plans if any discrepancies or violations are found in the Business Control Self Assessment monthly tests for the appropriate area • Investigated / reported line-haul schedule delays, accidents, or equipment failures; implemented contingency plans (en-route failures) to ensure on-time load delivery • Subject Matter Expert (SME) for concepts, practices, procedures and transportation regulations used in Pickup and Delivery and Line-haul field operations, including Department of Transportation (DOT) regulations• Liaison between Independent Service Providers and the Pickup and Delivery Manager along with customers and customers service representatives