In my role as Operations Manager of the Houston Hotshot Operations Group, my responsibilities include providing support to our Customer Service and Dispatch teams, while also building and strengthening relationships with new and existing clients.

As an Operations Specialist with Big Tex, I helped the team succeed in a variety of ways, including:- Customer Service (Both internal and external)- Order Processing- Driver Dispatch- Driver Support- Billing Support- Process Documentation- Warehouse Support- Forklift Operations- After-Hours and Weekend On-Call Support- Driving marketing and customer engagement through social media, growing the follower base and generating new business opportunities- Performed a variety of other duties as the need arose (one of the great things about being part of a small business - it keeps you on your toes!)

Murphy Global Logistics has a 20+years history of delivering freight and serving on time and on budget in hard to reach areas of the world.Key successes prior to team layoff event included:- Reinvigorating sales and marketing efforts, including trade shows, networking events, and ownership of brand promotion on social media.- Onboarding of new client opportunities.- Working with existing clients to strengthen relationships and identify new service opportunities.

In this role, I helped existing and new clients make informed office technology decisions that improved their operational efficiency and profitability. Key successes included:- Onboarded new multi-machine client in first month.- Exceeded gross profitability targets by nearly double.- Tactfully worked with severely delinquent customer, resulting in them bringing both their lease and service accounts current amicably.- Initiated and promoted school supply drive to benefit local non-profit and to increase employee engagement.

After receiving notice my group would be impacted by a planned reduction in force, I proactively worked to ensure the successful wind down and smooth transition of affected team members, equipment and processes. While it is a circumstance no manager wants to go through, ultimately it was a good learning experience and opened the door to explore other opportunities.During this period I was active in a local non-profit job ministry where I co-led a team of senior executives in transition. We assisted fellow job seekers by helping them develop and/or refine their job search tools and skills. We also helped them connect with others and new opportunities. The coolest part was helping others land their new job and celebrating the win with them!

Responsibilities Included:- Stewardship of Quality Assurance, Coordination, Print/Mail Fulfillment, Document Execution, File Room and Mail Room teams.- Direct oversight of up to 90 associates spanning six teams and multiple shifts.- Hiring and managing full- and part-time permanent and contract associates.- Serving as Technology and Operations liaison for design and implementation of both system applications and reporting solutions.- Creating and implementing operational policies, procedures and workflows.- Managing printer and office equipment fleet, including service and supplies.Exceptional Customer Service and Delivery:- Created culture of “Strategic Focus” aimed at the alignment and understanding of client needs, vision, and strategies.- Teams regularly performed at 99%+ SLA for both quality and timeliness.- During Hurricane Harvey, led Business Continuity Team offsite to resume print production, resulting in successfully meeting client expectations.Passionate Focus on Employee Engagement:- 3 Stewart All Partners Award recipients selected from group (company award)- Developed and advanced multiple associates from entry level to Lead or Operations Management positions.- Minimal turnover across groups (less short-term projects).- Fostered participation in employee appreciation and charitable events.

Responsibilities included managing the personnel and processes of the following:Coordination Team:- Implemented Coordination Team and mailing management process as part of a large Loss Mitigation project.- Worked with tech teams to design project workflow management and reporting solutions.- Quickly increased reporting visibility resulting in faster contractual performance compliance.- Increased accuracy and quality of client communications.Quality Assurance Team:- Provided quality review of outgoing letters during both the programming and production phases.- Ensured formatting, verbiage and calculations within the text were accurate and aligned with client requirements.- Refined review processes to improve consistency and accuracy.- Worked with tech teams to design and implement quality assurance workflow management system.- Performed secondary quality reviews to ensure associate compliance with departmental standards.

- Lead Shipping/Receiving Team of 3-5 people.- Protected document chain of custody by managing storage, handling and release procedures.- Maintained accurate document tracking records.- Created Shipping and Receiving training references.

- Performed daily collateral file shipments.- Maintained records of files shipped and received.- Scheduled pickups with storage companies and shipping services.- Fulfilled customer service requests.

- Received and reviewed mortgage closing document packages.- Communicated with lenders and/or customers as needed to resolve document issues.- Prepared and shipped closing packages to customers.

Provided exceptional customer service to business and private aircraft owners/operators:- Managed safe ground handling, fueling and storage of a wide variety of piston and turbine aircraft in a dynamic airport environment.- Provided concierge services (ex. arranged standard or custom catering, hotels, limos, car rentals, etc.)- Secured ramp, office and hangar facilities through routine inspections and safety protocols.- Assisted with ground support equipment maintenance.- Maintained fuel truck and ground support equipment maintenance records.- Entrusted with overnight operations with limited personnel (1-2).- Serviced an average of 15-20+ aircraft per overnight shift, often prioritizing services for multiple aircraft at once.The experience gained working at Atlantic Aviation has informed and guided subsequent positions and growth. In aviation, missing the smallest of details can cause the greatest of issues - potentially life or death; details truly matter. With people, whether preparing their loan documents or servicing the loan later on, missing the smallest of details can cause the greatest of issues - again, details truly matter.Service also matters. For example, after one particular visit, a customer sent a letter to the base manager. He had flown his daughter to Houston for a cancer treatment. After helping his daughter off the plane, I guided her wheelchair into the shade provided by the wing so she would be out of the sun. Unbeknownst to me, the aircraft owner had taken notice of this simple act. The letter he wrote described what happened and recognized me by name. He noted the caring and attentive service they had received at Atlantic. This is just one of many stories of customers who appreciated both the big and small lengths we went to in order to make their experience with Atlantic truly exceptional and memorable.

- Identified and developed a pipeline of leads through a mix of referrals, cold calls, mailer and door-knock campaigns.- Provided both in-home and on-premises appointment services.- Helped individuals and families talk through the sensitive topic of desired funeral and cemetery services prior to need. - Created custom funeral and cemetery service packages to align with customer needs.- Provided individual and group training for a team of 8-10 new and seasoned Memorial Counselors.- Motivated team by providing ongoing encouragement, lead generation, appointment setting and sales presentation support.- Successfully achieved individual and team monthly sales goals on a consistent basis.

- Supported overnight shift operations.- Provided friendly customer assistance.- Safely unloaded multiple freight trucks and sorted products by department on a nightly basis.- Stocked and maintained clean presentation of inventory in assigned department(s).- Executed on strategies to reduce retail shrinkage through careful product handling and loss prevention awareness.