Established a field scheduling tool to optimize field resources.Established KPI’s and developed operational reporting using Microsoft PowerBIRe-organized field operations to promote a healthy culture for employee engagement, customer loyalty, and overall excellenceCollaborated with senior leadership to improve cross functional improvements in communications and process improvements.

Successfully led an operational transformation by introducing daily reporting, accountability, communications, and training resulting in 50% expense reduction.Introduced and implemented "Concierge's Customer Service" resulting in a 20% improvement in customer satisfaction.Integrated all customer facing operations including telemarketing, inside sales, order management, technical support, and service operations under one manager reporting structure.Centralized the customer service operations of 29 calibration labs across the U.S. delivering a 50% expense reduction.Led the project team to integrate the video service operation into 4 individual lean cells.Designed and implemented a centralized field service scheduling/dispatching tool and established key performance indicators to measure the scheduling progress.

Transformed an individually focused operation into to cohesive team including software development, quality control, documentation, customer service, and professional services.Established scheduled software releases including major and minor by reviewing and prioritizing all reported bugs and suggested enhancements.Established an advisory board consisting of existing customers, potential customers, and current associates.

Operational responsibilities for supporting 8000 dealerships including order management, transportation, damage claims, customer delivery, sales incentives, part discrepancies, labor code resolution, and warranty claims.Successfully transitioned the operation from one vendor and geographical location to another vendor in a different geographical location resulting in expense reduction without compromising customer satisfaction.Ensured the long-term viability of The GM credit card by managing the profitability of vehicle sales through the earnings redemption process and by leveraging relationships with our banking partners.Championed a solution driven cross-functional workshop that resulted in the generation and education of weekly sales lead reports to over 8000 Dealers. This workshop allowed Dealers to better manage sales leads resulting in increased sales and increasing market share for General Motors for two consecutive years.Led a committee in the development of a streamlined escalation process for The GM Card earnings redemptions. This process allowed for more timely resolution of The GM Card earnings adjustments decreasing cost and increasing customer and dealer satisfaction.Direct all aspects of facility management duties for a 650+ employee facility including, process risk management, physical & data security, fire & security compliance, emergency response, health & safety, disaster recovery, and technology infrastructure..

Provided consultative services by analyzing incoming call flows resulting in assisting customers in the design of Automatic Call Distribution systems. Configure Definity G3 PBX's in creating Vector Directory Numbers, Agent Login ID's, create and assign Skills to Agents, and create vectors and steps for call delivery. Provide Supervisor and Administrative training on Call Management System software, CentreVu Supervisor software, and CentreVu Explorer Software. Provide ongoing call center troubleshooting and consultative services for customers to enhance their business operations. Provide support for both local account teams and global account teams as needed.

Created & managed a department responsible for providing technical and clinical support 24 hours by 7 days a for all company products. Company products included a global installed base of 45,000 portable multi-parameter vital signs monitors, 400 Sun Microsystems based central monitoring systems, and 50 RF telemetry central monitoring systems.Used Remedy for escalating PCR's (Problem Change Report) to sustaining engineering.Researched, proposed, and purchased new telecommunications equipment including: telephone switch, automatic call distribution software, telephones, and voicemail to meets the demands of the growing and changing business. Implemented Call Tracking System that evolved into a unique remote repair group. This allowed tracking and billing for repairs, primarily Central Monitoring Systems, which were conducted remotely.Established and managed multiple parts depots through third party vendor for expediting essential parts for the support critical medical monitoring equipment.

Supervised and coordinated the preparation and movement of nuclear weapons in a nuclear capable unit.