As an Operations Director, you lead strategic planning and execution to streamline operational processes, aligning them with the company’s vision and growth goals. Your role involves designing and implementing scalable systems, setting standard operating procedures, and driving efficiency across departments. By fostering collaboration with leadership, you ensure alignment with long-term objectives, establishing a strong foundation for scalability. You oversee performance metrics, manage budgets, and improve resource allocation to support sustainable growth. Your expertise ensures operational resilience, adaptability, and continuous improvement in a dynamic environment.Key Responsibilities:Develop and implement standardized processes to enhance operational efficiency.Collaborate with leadership to align operations with strategic goals and future vision.Oversee performance metrics, budget management, and resource allocation.Design systems to support scalable growth and adaptability across departments.Drive continuous improvement initiatives for sustained operational excellence.

As a Strategic Organizational Development Consultant, with a focus on designing and implementing scalable organizational frameworks that align closely with leadership’s long-term vision. Develop initiatives and standardized operating procedures to establish sound, foundational processes that drive sustainable growth. By assessing current systems, I craft solutions that enhance operational efficiency, support scalability, and foster cohesive leadership.Experience working with small businesses across various industries, tailoring strategies to fit their unique challenges and growth potential.

Support a team of 30+ digital account managers for General Motors US, General Motors Canada, Nissan, Hyundai, Genesis and Mini dealers. These account managers are responsible to develop a marketing strategy that aligns the dealer's business goals, offline and online marketing, reporting data and research, national and regional advertising efforts, and OEM policy requirements. As a Team Manager, I am responsible to guide my team to highly execute on their areas of responsibility. These include: 1. Building relationships with their assigned accounts 2. Researching market trends in digital marketing and automotive consumer behavior 3. Reading individual account performance data and interpret appropriately 4. Knowledge to encompass dealership organization, website performance for consumer engagement, SEO, SEM, digital advertising, social media, digital marketing platform, OEM dealership solutions.Additional responsibilities and experience include, developing client retention implementation plans, organizational development, marketing research and implementation of new technology opportunities.

• Practice and Game film breakdown using Synergy Sports Technology.• Maintain the programs Synergy Sports Technology account and handles all tech support issues. • The point of contact for all film inquiries and manage game film exchange account with Krossover.• Recruiting • Assist with Game planning and Game Day Management.• Lead Post Position Skill Development.• Assist in Practice planning and Practice management.

• Oversight of 10-12 Digital District Managers (performance and efficiency) • Contact for special dealer/dealer group assignments (player/coach) • Ensure DDM responsibilities are executed and processes are being followed • Facilitation / resolution of dealer and vendor escalations • Center of expertise for best practices and training • Primary Aftersales contact to drive alignment and ensure go-to-market execution • Assist with performance reviews/CAPs (inputs into Zone Team) • Motivate and develop employees to effectively perform • Responsible for team KPIs and report out to management

• Partner with General Motors Zone and District Managers of Sales, Zone and District Managers of After Sales and assigned dealerships. • Currently managing 18 GM dealership accounts across 7 states + Guam, where the need to be flexible and creative is needed based on the unique personality of each district represented in those states. • Collaborate with a team of support professionals including Account Advocates, Digital Advertising Analysts, Search Engine Optimization Specialists, Technical Support Specialists and fulfillment partners to develop and execute plans meeting ROI and website enhancement requirements.• Build and maintain friendly, warm, high trust relationships and networks of business contacts while acting with integrity and a respect for others and an ability to demonstrate exceptional teamwork. • Participate in National, Regional and Zone Go To Market meetings• Consult closely with assigned dealers to optimize their website presence and ensure that the website strategy is aligned with the customer's business objectives. • Proactively review websites for necessary content changes or performance issues.

• Manage 40 GM dealership accounts across 16 states by consulting closely with assigned clients to optimize their website presence while ensuring that the website strategy is aligned with the customer’s business objectives• Collaborate with a team of support professionals including Account Advocates, Digital Advertising Analysts, Search Engine Optimization Specialists, Technical Support Specialists and fulfillment partners to develop and execute plans meeting ROI and website enhancement requirements, providing world class service• Develop short and long-term efforts to improve customers’ online presence and overall management of product and website inquiries, document all customer communication and optimization activity, review monthly performance reports for clients, while ensuring that marketing activity is compliant with GM policies and procedures• Build and maintain relationships with dealership personnel including internet sales managers, general managers and dealer principals through weekly conference calls and quarterly business reviews while meeting their needs under strict deadlines

• Provide assistance to customers with their vehicle purchase process• Continuously aim to improve customer satisfaction, productivity and efficiency by making recommendations that benefit the customer making their buying experience better• Provide proactive support to consumers requesting assistance with dealer, vehicle locates and product concerns / inquiries.• When appropriate, promote sales and lead captures for the client by accurately and enthusiastically responding to consumer questions about products, features, benefits, incentives, and promotions. • Be a goodwill ambassador for General Motors by courteous treatment of all customers

• Efficiently lead a team of 20 customer service representatives to being the #1 commercial team within the call center.• Effectively coached and mentored eight representatives in preparation for a direct hire position within DTE Energy.• Weekly time tracking and payroll.• Develops, leads, motivates, monitors, trains and coaches a team of Customer Service Representatives in meeting Company, group and individual (quantity and quality) goals and standards. • Develops, implements and monitors procedures and continuous improvement plans • Acts as day-to-day interface between customer and the Company. Tracks day-to-day actual-vs.-target performance levels, using business unit-determined metrics.• Trains, mentors, motivate and develop representatives or related staff, ensuring they have the knowledge, skills and abilities needed to effectively perform their jobs.

• Addressing customer escalated concerns• Responding to job specific questions from Customer Representatives and Supervisor. • Provide feedback, root cause analysis, informal training and coaching for employees, process time sheets and monitor employees attendance• Review and respond to customer post call surveys. • Recommends action for non-compliance of policies and procedures.

• Consistently receive a stellar rating of 95% from more than 500 customers monthly• Efficiently respond to customer inquiries to stop or start service• Apart of a highly engaged team voted by J.D. Powers and Associates• Build customer loyalty by providing superior service that exceed expectations• Assist customers with billing concerns by troubleshooting meters for accurate billing• Educating customers about funding and assisting them to enroll into affordable plans• Process gas leaks and electrical outages to ensure customer safety

• Receive and verify fraud claims pertaining to Credit Cards, HELOC Accounts and Business lines of Credit• Investigate and process commercial and consumer credit card fraud claims within Visa regulations.

Michigan Prep Basketball Association is a non- profit AAU Basketball organization in Kalamazoo, Mi

• Lesson plan development within the Special Education Department• Monitor attendance and course work for IEP students

• Process Daily Cash Deposits• Verify time and attendance of all part-time employees

Personal liaison for mayoral candidate Distributed campaign literature citywide Host at campaign headquarters Customer service and various other duties