The Director of Administrative Operations (DAO) reports directly to the Dean of Wilkinson College of Arts, Humanities and Social Sciences (WCAHSS) and serves a critical role in advancing WCAHSS mission, vision, and values. Provide overall leadership, direction, and management of the college's financial, human resources, and administrative operations to provide maximum customer service to the faculty, staff, and students. The DAO supports the Dean with managing short and long-term priorities, initiatives, and activities related to current academic affairs, financial planning, strategic direction, marketing initiatives and operational imperatives in WCAHSS. The DAO is also responsible for assessing and managing staffing needs and overseeing human resource functions within the college.• Serve as the Dean's deputy for administrative affairs and operations and the systems that support those functions and services. Develop strategies and reports; maintain information and records; and provide expertise, analysis, and interpretation of data to assist the Dean in developing and establishing appropriate college policies and procedures for administrative affairs.• Communicates and explains new directives, policies, or procedures; for major changes, meets with administrative staff, Department Chairs, & Program Directors to train, explain changes, answer questions, and maintain morale.• Advise the Dean in setting budget and financial policy & procedures for the college, including providing business and financial oversight, monitoring college accounts to ensure fiscal responsibility and compliance with university, state, federal, and professional standards.• Assess staffing needs and oversee human resource functions within the college, including hiring, evaluations, promotions, salary increases, and terminations. Establish and conduct regular reviews to set positive, attainable expectations and objectives. Provide feedback, training, and professional growth opportunities.

Responsible for all budgetary, people development and operations objectives for one of the highest volume sort centers in the North American Sort Center Network. Manage and lead a team of 5 Operation Managers and 16 Area Managers, coaching and mentoring the team to ensure performance objectives are met.• Building positive employee relations and building leadership bench strength within the Sort Center. • Drive creation of quality initiatives, process change initiatives and other Lean initiatives to enable functional area and ultimately the Sort Center to meet and exceed business plan. • Responsible for the overall safety, quality, performance and customer experience.• Set and clarify requirements and expectations for Operations and Area Managers. Measure performance and provide feedback through consistent and high quality one on one meetings.• Hold Operation Managers accountable for their performance and the performance of their departments. Leverage the Operations and Area Managers by sourcing and nurturing ideas and rolling them into the creation of improvement plans for the functional area.• Ensure proactive steps are taken and that best practices are shared across all departments, shifts and among the network.• Work closely with support staff (HR, Finance, Facilities, Safety, IT) to build and secure support and resources for projects and initiatives in their area, as well as providing needed support and resources for other staff initiatives.

Responsible for strategic planning, leadership and execution of organizational objectives at the direction of the CEO. Fulfilled mission-critical goals and day-to-day operations of Customer Service, Sales, Multi Site Warehouse, Purchasing, Supply Chain and Finance.• Implement enabling technologies, including SPS/EDI, CRM, and SAP/ERP.• Design and implement best practices and standard operating procedures.• Manage all facets of customer retention including participation in the resolution of customer concerns and defining and developing a customer contact strategy.• Analyze operational processes, escalation procedures and perform training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.• Establish and manage measurable performance metrics for all levels of procurement activities to include but not limited to supplier performance, supplier quality, internal order placement performance, and material shortageelimination• Develop customer service department processes. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.• Managing and overseeing revenue management analytic functions to produce reporting that support and evaluate business strategies• Champion all special projects relating to market research and operational optimization (resource planning, costing, Key Performance Indicators.)• Support the development of talents and skills within the team involving frequent development conversations, performance coaching, and empowerment of team members to try new approaches; working with team membersto set individual goals and track results through a consistent review process• Create individual and team accountability by identifying, measuring, and communicating performance metricsthat define success

Promoted to oversee all aspects of Specialty Division, an ISO Certified Multi Site California Distributor that provides animal feed, bedding and enrichment products to zoos, shelters, government, academia, and pharmaceutical companies. • Optimized sales strategy by monitoring market conditions, inventory, supply and demand, product innovations, competitor activity, and internal marketing and sales performance, adjusting approach based on findings. • Prepared RFP/RFQ responses, timelines, project budgets and P&L reports. • Led all major account presentations and contract negotiations; point person in discussions to influence decisions making and win client confidence to unlock potential opportunities.• Increased declining margins from a low of 18% to 37% and increased profits by adding new more profitable customers, negotiating costs with manufactures, consolidating and aligning supply chain processes and cross selling more product to existing customers.• Cultivated and sustained mutually productive and beneficial relationships with manufacturers. • Spearheaded Total Quality Management System as ISO 9001 custodian. • Instilled a customer centric and success orientated mentality through performance management, individual and team measurements, and internal reward structures.

• Responsible for developing marketing processes, increasing overall sales, and enhancing customer relations and product education initiatives. • Oversaw customer service team, managed performance of direct reports, and enhanced internal processes to better support business. • Delivered critical sales and market research analysis and created monthly reports for division President, CFO, and CEO. • Established and administrated Specialty Division sales and marketing budget, initiating expenditure tracking procedures and return on investment measurements. Coordinated company trade show presence.• Developed and designed product flyers, quarterly newsletters, and division website to drive product and industry education for current and prospective customers. • Implemented customer relations strategy by conducting regular client visits, tracking and resolving customer complaints, and strengthening marketing program. • Enhanced communication with external stakeholders such as manufacturers and clients and between internal departments to effectively address customer needs and issues.