As a real estate agent in Newport County, I leverage my decades of local residency and personal experience in buying and selling investment properties to provide clients with expert guidance in the real estate market. I specialize in rental properties, helping clients find ideal homes and investment opportunities.My extensive knowledge of the area allows me to offer valuable insights, ensuring clients make informed decisions. With a background in corporate operations, I approach my role with a strategic mindset, prioritizing effective communication and personalized service.I am committed to supporting my clients through every step of their real estate journey, from initial consultation to closing.

As a member of the leadership team, strategize, report, and solve key organizational issues, contributing to overhaul and right-sizing of the company to achieve long-term objectives. Develop processes and procedures to support the execution of the company plan, with a focus on capacity modeling and planning. Implement a comprehensive training, growth, and development plan for the team, and worked closely with the operations director and project manager to ensure client satisfaction and job profitability. Cultivate relationships with partners and vendors, supported executive team initiatives, and developed internal processes to enhance client service.• Implemented a robust capacity planning model providing the leadership team with new dynamic visibility with which to steer.• Coach the service and installation teams to set and achieve goals, ensuring alignment with organizational objectives and individual growth.• Guide and work with the project manager to ensure each client was delighted with their experience, consistently receiving positive feedback.• Cultivate mutually beneficial relationships with partners and vendors, enhancing collaboration and service delivery.• Develope and maintain internal processes around client service, driving the integration and use of client-facing technology.• Manage field technicians, providing coaching, feedback, and guidance to elevate their performance.

Client Advocate | Slayer of Chaos | Solver of ProblemsWarner Realty Group was growing quickly and organically expanding into property management service offerings. They needed help to operationalize and create a scalable business. As operations director I placed a small team and formalized processes by which they can increase their client volume while optimizing efforts and achieving economies of scale. Each new client now provides a higher margin than the previous, allowing for exponential growth in revenue while holding costs flat.

Director of Account Management & Field Services Jan 2018 – Aug 2021Provided comprehensive support to the internal and external customer with a focus on customer engagement and satisfaction. Through relationship building and maintenance, as well as process development and improvement, provided the structural support for sales, deployment implementation, maintenance and support. Managed seamless overlap and integration with Bigbellys technical support and engineering organizations leading the team responsible for the promotion of customer success and satisfaction with all aspects of the Bigbelly system. • Developed, launched, and managed an operational account management program to address a gap between sales support and customer engagement, increased revenue and profit opportunity, reduced churn. Managed four account managers covering North America.• Simultaneously managed the field services organization as defined below.• In regions where sales changes occurred ramp time was not impactful; sales dips typically present with region changes were eliminated. • Increased installation and service work by double under subscription service sales. • Created and managed a high margin/low error rate service provider network.

Plan, direct and coordinate the operations of the organization, managing daily operational activities and planning use of materials and human resources toward maximum productivity. Oversee service delivery and establish and implement long-term goals and objectives for the organization by implementing departmental goals, procedures and policies. Coordinate technical product development needs, and manage the delivery process, with engineering as it pertains to and drives service delivery for the existing and expanding client base as well as internal operational systems users and stakeholders.

Create, execute, maintain and analyze project plans for new customer project implementation and legacy client process improvement. Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and new service offering goals. Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to organization. Establish and maintain a trust-based relationship with new and existing clients. Create alignment of program scopes with business objectives; coaching and organizing other departments to work cohesively toward the common goal tuning existing and creating new processes which successfully accommodate the new business initiatives associated with project enterprise clients.

Manage three divisions; TRC (dispatch group), Service (customer service response for all break/fix and MAC service needs) & IT. Responsible for the recruitment, development and retention of employees for each team. Set and manage to cost cutting and revenue increasing initiatives. Report statistics weekly, monitor progress, make recommendations and act on recommendations. Prepare and provide financial, statistical, and management reporting for clients and CEO. Technical Resource Center defines all dispatching of national, Canadian & US Territory field resources both direct employees and external subcontracted partners. -Manages team who schedule, recruit and negotiate contracts with field resources.. Successfully responsible for maintaining the most profitable and customer satisfactory blend of field resource usage. Evaluates all aspects of field labor to accomplish the following objectives: Optimize the allocation of field recources, Analyze data captured to make strategic scheduling decisions, Analyze forecasts to properly staff in volume and geographical location to accommodate the organizations business flows/ Provide ripple effect outflow of all optimization processes throughout the organization through interaction with other department leaders. Service Division defines call queue of service coordinators and service account managers who respond to customer requests. Creates and implements service processes customized to individual customer needs, propagating the processes throughout the organization and ensuring complete and proper execution within and outside of my own departments. Information Technology - All IS, IT and desktop support initiatives. Responsible for the strategic development. Responsible for the company’s data/telecommunications infrastructure, software, and hardware technology. Responsible for all spending and budget control. Support and maintenance of CRM and telecommunication systems.

Led the research and development of Swordfish, Spencer’s Enterprise Automated Scheduling and perpetual stock operating system. Throughout the design, implementation, and now ongoing development and maintenance. • Designed user acceptance, testing & training protocols to allow for successful change management. • Established and managed team of developers, report analyst, and tech support team to support the ongoing needs of the organization and successful use of the system to run the daily operations of the company.

After the merger of Spencer and Pinnacle, I assumed full control of Spencer’s Rhode Island Office and developed the national Service Division. Before this office was merged into Company headquarters in Worcester, I maintained full P&L responsibility and oversaw all aspects of operations. Based on my successful performance in this role, promotion to Director of Strategic Planning and then Operations Manager quickly followed.

Created and managed break/fix response service division for entire Company (26m) Establishing a satellite office focused on customer project management and service development. Allowing the company to expand service offerings beyond the installation phase, freeing the Project Management staff to focus on implementation with a secure and value add transition to support services. Manage staff of 6 with full P&L responsibility. Revenues of $3million achieved within first year of operations.