Recruited into this leadership role to direct operations of five service lines, including facilities, hospitality, and records management; printing and mail services; and hard facility management, for a $17B global organization. In doing so, I led 8 direct and 200 indirect reports. I also superintended quarterly client business reviews.One of my key achievements in this role is orchestrating a large and complex national start-up consisting of operations in 32 states with over 340 team… Show more Recruited into this leadership role to direct operations of five service lines, including facilities, hospitality, and records management; printing and mail services; and hard facility management, for a $17B global organization. In doing so, I led 8 direct and 200 indirect reports. I also superintended quarterly client business reviews.One of my key achievements in this role is orchestrating a large and complex national start-up consisting of operations in 32 states with over 340 team members. In doing so, I rolled out a rigorous due diligence process aimed at process and staffing optimization. I also re-engineered the national support structure to provide a higher level of service to key stakeholders. Under my leadership, the account team was able to demonstrate a high level of change management as the teams were required to be nimble in their service delivery approach due to evolving client business requirements. Another one of my key accomplishments was securing a five-year client contract renewal. I achieved this by consistently exceeding expectations and SLA targets. The key to my success was maintaining the financial health of the organization and saving seven figures in annual expenditure while providing quality services during a global pandemic. I did this by strategically scaling operations and rightsizing the account. Key Skills: Continuous Operations Improvement, Strategic Planning, Staff Leadership & Training, Team Engagement & Accountability, Team Recruiting & Onboarding, Staff Career Development, Customer Success & Engagement, Partnership Development, Executive-Level Decision Making. Show less

In this position, I supervised 20 relocation counselors across four states to direct relocation operations for a multinational retail chain. In doing so, I led the maintenance of optimal real-estate inventory levels. I also created and presented a global footprint expansion framework to the client. My key accomplishment in this role was boosting the customer satisfaction rating to 96.5%. I did this by deploying operations best practices. I also established service delivery KPIs and… Show more In this position, I supervised 20 relocation counselors across four states to direct relocation operations for a multinational retail chain. In doing so, I led the maintenance of optimal real-estate inventory levels. I also created and presented a global footprint expansion framework to the client. My key accomplishment in this role was boosting the customer satisfaction rating to 96.5%. I did this by deploying operations best practices. I also established service delivery KPIs and caseload metrics for relocation counselors. Finally, I pioneered aggressive new-hire training programs on operations, industry-knowledge building, and customer relationship management.The key to my success here was devising innovative business solutions. In doing so, I reduced employee turnover by 30% by deploying the 9-box grid HR model. I also boosted employee morale by initiating a robust employee recognition program to recognize and reward outstanding performers. Key Skills: Sales Target Achievement, Business Model Improvement, Budget Optimization & Cost Control, Employee Engagement, Staff Performance Management, Vendor Relationship Management, Team Career Development. Show less

I was promoted to this position to steer office services and facility management operations for 26 P&L’s in the Southeast region.My biggest accomplishment in this role was transforming an underperforming account portfolio to the best in the US within 18 months. I did this by instituting a culture of operations excellence and focusing on the Four Strategic Pillars approach. As a result of our efforts, we observed a 43% boost in revenues and a 125% improvement in EBIT.Another one… Show more I was promoted to this position to steer office services and facility management operations for 26 P&L’s in the Southeast region.My biggest accomplishment in this role was transforming an underperforming account portfolio to the best in the US within 18 months. I did this by instituting a culture of operations excellence and focusing on the Four Strategic Pillars approach. As a result of our efforts, we observed a 43% boost in revenues and a 125% improvement in EBIT.Another one of my significant achievements was driving business expansion in the Southeast region. In doing so, I designed a scalable leadership and organizational structure to ensure efficient account management. Key Skills: Account Growth & Retention, Internal & External Recruitment, Client Requirements Analysis, Employee Training & Development, Strategy Planning & Institution, Change Management, Team Leadership & Coaching. Show less

Targeted new business initiatives, managing full sales cycles focused on capturing top revenue growth. Provided close analysis of RFPs and generated comprehensive proposals to senior leaders, achieving successful establishment of new accounts.

Directed operational and financial performance for high volume, multi-site locations (4 centers, exceeding $10 million in sales). Produced $5 million+ in sales at a single location, achieving distinction of 3rd largest site out of 1200 in the US. Teamed with sales force to strategize, capture and penetrate various commercial accounts generating more consistent revenue than retail. Directed high performance team of 70 employees.

Responsible for operations and financial stability of 4 key accounts comprised of 15 sites generating revenues greater than $20 million annually. Hired, trained and developed 10 Account Operations Managers with responsibility for 105 employees. Identified opportunities for new services and teamed with executive staff for implementation. Analyzed deployment of resources including labor and equipment to ensure contract levels were met or surpassed. Generated productivity and performance… Show more Responsible for operations and financial stability of 4 key accounts comprised of 15 sites generating revenues greater than $20 million annually. Hired, trained and developed 10 Account Operations Managers with responsibility for 105 employees. Identified opportunities for new services and teamed with executive staff for implementation. Analyzed deployment of resources including labor and equipment to ensure contract levels were met or surpassed. Generated productivity and performance measurement reports. Show less