Responsible for overall fulfillment operations of the system locations from the node to the home across the assigned area. Supervise installation and service to meet customer expectations, technical quality standards, employee productivity and company safety requirements. Maximize customer satisfaction through quality craftsmanship and operational excellence of the customer premise network. Responsible for the hiring, training, development, and performance evaluation of team.

• Manager of the new Electronic Insurance Verification System Unit. • Liaison between the Vehicle Services Division and the program developers from STS as well as the system vendor.• Work with multiple state agencies involved in the program such as Dept. of Commerce and Insurance, Dept of Safety, and Dept of Transportation. • Coordinate with all 95 TN county offices who aid in the administering of the program• Communicate with 200+ insurance companies who write policies within the State to ensure they are compliant with the James Lee Atwood law. Also maintain relationships with the companies to coordinate data flow for success of the program.• Strategize and implement customer focused processes and procedures that educate and bring awareness of the program; working to efficiently handle customer interactions timely and as accurately as possible. • Building a team of educated and engaged employees to interact with the taxpayers to resolve concerns in regards to insurance information up to and including registration suspension.

• Responsible for all Contract Labor operations for the Middle Tennessee market in regards to installation and drop bury operations.• Managed performance, budgeting, operations, and processes for 4 contract companies, up to 820 installation employees and 12 drop bury crews regionally. • Responsible training and development of field technicians. Maintaining safety standards for employees. • Ensure systems and staff are able to respond to the demands of new technology deployment.• Analyze operations and performance to assure operational efficiencies through productivity, reduction of rework and customer satisfaction.• Coordinated department responses to customer and department issues to a high level of standard and urgency.• Provided superior customer service contributing to improved customer satisfaction and higher retention of existing customers.• Successfully led three separate teams during my tenure to top performance within the market and the region, 2011 and 2013 team of the year. Numerous team quarterly performance awards.

• Managed inventory, purchasing, and monitored sales trends to maintain profitable inventory for retail sales as well as met service department needs.• Provided a superior customer service to the customer both at the parts counter and in the service department. • Managed the daily workflow of the service team. Coordinating with each technician to make sure repairs, upgrades or other maintenance work was completed as promised to the customer. • Achieved Harley-Davidson Expert level PHD

Security ForcesServed as Security Forces member. Also participated in multiple international deployments and operations. Deployed following September 11, 2001 until February 15, 2003. Deployed to assist the Untied States Special Operations Command and the U.S. Central Command in support of Operations Noble Eagle and Enduring Freedom. Last assigned to General Tommy Franks personal protection team. Also Combat Arms Training and maintenance Instructor. Training military personnel on firearms safety, operation, and tactics.

Supported the owner with the initial start up of this franchise and built the business into the number one store in the Dallas/Ft Worth Area. After one year promoted to Store Manager. At the time of my departure we had built the franchise into three successful stores. My responsibilities consisted of daily store operations, customer and employee relations.