Manage an annual $200M P&L across the Americas, EMEA, and APAC regions and lead a team of over 200 professionals, overseeing all facets of both international and domestic moving services operations. Focused on project management, strategic planning, learning & development, client escalations, optimizing margins, enhancing customer experience, managing supply chain relationships, and sales partnership.Driving Revenue Growth: Established an internal sales team to improve poor performing markets utilizing virtual survey technology, leading to a 100% increase in B2C sales within two years, while delivering outstanding customer service scores with net promoter scores at 60%+. Operational Innovation: Partnered with IT PMO to create two proprietary apps: A crew-based app that saved $1M+ annually and a consumer tracking app based on client feedback that improved transparency & customer satisfaction. Spearheaded the development of the MoveRight bidding platform in response to global sales teams’ need for a competitive tool, generating $25M in net revenue.Business Transformation: Led a comprehensive change management program designing a global logistics workflow process, integrating APIs to connect to external vendors, aligning 200+ team members across the Americas, EMEA and APAC. Talent Acquisition & Development: Recruited talent across global regions (Americas, EMEA, APAC), created an onboarding program that reduced turnover by 50%, and developed continuous education programs focused on industry standards, enhancing employee engagement and career growth. Customer Service: Led sales and service contact centers globally and redefined roles enabling focus on core competencies, driving a 41% increase in Net Promoter Scores. Productivity & Analytics: Created operational dashboards using Power BI to track real-time performance, identify trends, and tie metrics to incentive programs, boosting productivity by 15% and reducing financial errors by 54%.

Managed a team of routers and capacity planners responsible for optimizing daily routes for 12 districts, with 2,500 in-home service technicians serving over 2.5 million customers annually, balancing technician productivity with part availability, brand expertise, and geographic location. Led 200 in-home service technicians, the fleet of vehicles, and $1M in mobile inventories, customer service, shipping & receiving, and Parts & Repair retail store associates, serving 100,000 to 250,000 customers annually.Key Contributions:Operational Innovation: Key member of strategic route redesign initiative implementing a new drip-feed optimization system, resulting in an 8% increase in North Region technician productivity.Business Transformation: Transformed an underperforming district into the #2 nationally ranked unit (out of 46) through operational excellence, effective team leadership, and continuous improvement initiatives.Productivity & Analytics: Leveraged ISO 9001 tools to refine internal systems & processes, enabling greater adaptability to market changes.

Directed sales and service support for call center operations in the US, Canada, and Mexico with $100M+ in annual revenues. Built Human Resources Department from the ground up. Developed, directed, and administered policies, programs and systems related to HR activities, including employee relations, employee surveys, staffing/recruitment, training & development, compensation planning & benefits, and payroll.Key Contributions:● Created a tier one concierge desk to support increased volume due to new advertising campaigns while increasing staff productivity 32%, cut abandonment rates to less than 3%, improved speed of answer 75%.● Lowered staff turnover 10 points each year and upgraded quality of hires, saving $100K+ annually.● Reduced employee cost per hire 56% by renegotiating vendor contracts and focusing on highest-return recruitment.