•Responsible for the day-to-day operations and profitability of 70 franchised spas in 4 states and a $70 million P&L•Oversaw the acquisition and onboarding of 30 clinics in a 2-year period•Launched a near-shore, outsourced customer service call center in Jamaica, reducing labor costs by $1.5 million per year while increasing consistency, oversight, and customer satisfaction•Created a shared services organization to oversee strategic planning, project management, inventory/supplier management, real estate/facilities management, and business analytics•Implemented several software solutions to streamline real estate portfolio management, state and county licensure compliance, supply ordering, and maintenance ticketing•Rolled out new inventory management process and renegotiated vendor contracts resulting in a 5.5% YOY decrease in non-payroll COGs•Developed a sales culture through improved hiring, onboarding, reporting, and communication resulting in a 3 year high for sales closing rate

•Launched new market, onboarded 7 strategic partners and grew revenue to $10 million in less than 1 year•Worked with corporate stakeholders and local experts to create operating procedures for new market while ensuring compliance with state and local regulations and standards for care•Streamlined re-staffing protocol to increase operational efficiency and customer satisfaction•Restructured teams to increase inbound call answer rate and first call resolution

•Responsible for clinical outcomes, operational efficiency, and overall profitability of 13 outpatient dialysis centers and a $65 million dollar P&L•Implemented strategic initiatives and outlier processes to improve clinical quality scores by 25%•Optimized patient schedules and implemented data driven oversight resulting in a $500K YOY improvement in labor costs•Designed and implemented career development program to improve proficiency, accelerate certification, and increase engagement and retention of licensed clinical staff•Maintained strong relationships and fulfilled fiduciary responsibilities to joint venture partners•Wrote and implemented new natural disaster emergency preparedness plan after Hurricane Harvey•Evaluated new locations and overall facilities strategy for Houston market•Selected to onboard and train new operations directors after only 1 year in role

•Oversaw 4500 call center agents in 8 outsourced sites using 4 different vendors and an annual budget of $80 million•Implemented operational strategies and overhauled leadership team and incentive plans to turn-around several underperforming locations and move region from worst to first, outperforming all domestic and near-shore regions•Wrote and negotiated vendor contracts, established KPIs and audited invoices and incentive payments•Conducted time-in-motion study and implemented plan that reduced agent handle time by 11%•Improved workforce planning reporting and oversight and reduced fluctuations in ASA•Launched new vendor call centers in Manila, PH and Guadalajara, MX•Part of senior leadership team that achieved $100 million year-over-year reduction in operating costs while improving customer service scores

•Served as the primary liaison between corporate stake holders and the customer service operation•Worked cross-functionally on upstream issues to improve net promoter score by 16%•Developed support plan for launch of white-labeled satellite internet product including developing business rules, staffing plans and agent training•Scaled operations to support a rapid ramp to over 400,000 internet customers in 1 year while decreasing contact rate and improving customer satisfaction•Improved chat tool layout and process flows resulting in a 50% reduction in chat average session time•Increased partner usage of DISH chat tool by 10X, reducing transfers, increasing sales completion rates, and creating a seamless customer experience

• Conducted industry research, including expert interviews, and developed a go to market plan and revenue projections for new internet infrastructure management products• Analyzed key financial data and market trends to rank potential acquisition targets• Benchmarked distributor network management techniques and disseminated best practice guidance

• Wrote and negotiated a natural disaster mutual assistance agreement between the U.S. Marine Corps and the government of Japan• Liaised with Japanese civilian, military and government officials to schedule and facilitate training exercises for over 3,000 U.S. military personnel on mainland Japan• Advised and coordinated with Iraqi Army commanders to conduct over 200 U.S. and Iraqi combined combat operations in Haditha, Iraq• Lead over 300 combat missions, neutralizing insurgent attacks, detaining 12 high-value targets and confiscating numerous weapons resulting in an 80% decrease in incidents of enemy activity in Fallujah, Iraq• Developed training curriculum and served as lead instructor for Reconnaissance Indoctrination Program• Oversaw physical fitness training and testing for all base personnel• Selected for Special Operations duty over hundreds of qualified junior officer applicants