Operations Management

Results-oriented, entrepreneurial professional, seeking to enhance the operational efficiency of a people-oriented organization. Effective leadership skills in project management and operations. Experienced in cost reduction, service enhancement, and revenue maximization through operational audit and process reengineering. A dynamic team builder and leader with a passion for people.

• Operations Management
• Process Efficiency
• Contractor Management
• Call Center Operations
• Finance and Accounting
• Experienced Leadership
• Project Management
• Sales and Marketing
• Inventory Management

EDUCATION

Master of Business Administration, Finance Bachelor of Science, Engineering

PROFESSIONAL EXPERIENCE

Confidential, Dallas, Texas 2008 – Present
Call Center Manager

Provide toll-free call services and administrative support to Texas Instruments Education Technology Division. Lead, mentor, and develop team members at all levels, provide feedback and training to enhance performance, handle higher level escalations, and recruit, develop and retain high performance team members.

• Developed and implemented organizational best practices for supervisor duties.
• Decreased unauthorized absences by over 80% through tracking, communication, and incentives.
• Created and executed backup plan for busy season with same staffing that succeeded in achieving all Key Performance Indicator goals, despite volume increase of over 100%.
• Planned/executed shift of customer service focus to software from hardware support–increasing quality results.
• Developed performance metrics and implemented tracking plan, driving 5-100% improvements in measured areas.

Confidential, Irving, Texas 2001 – 2008
Principal

Managed analysis, efficiency, implementation, and training projects for Telecom/Manufacturing companies.

• Reduced overtime by 50% for distribution division, developing and implementing policies and procedures.
• Developed business/strategic plan, doubling client’s sales in six months.
• Valued company for sale and advised owner on options.
• Created financial/business plan for telecom start-up and initiated funding processes through presentations to potential investors and strategic partners.

Confidential, Richardson, Texas 2000 – 2001
Director of Operations
Built and operated regional DSL network and field service, engineering, and support organizations. Identified, acquired, and engineered market hub sites for RF wireless transmission. Launched broadband services in multiple markets and planned multiple market expansion. Restructured Sales and Marketing department.

• Streamlined field service call response process and increased installer capacity to 200% via geographic batching and adjusting call center scheduling processes.
• Reduced network construction costs by 50%, via process reengineering partnering with suppliers/contractors.
• Consistently exceeded corporate customer installation target standards by 33%.
• Trained and managed contractors in building underground cable, telephone, and wireless distribution systems to 100% of defined quality standards, implementing, developing, and negotiating statements of work (SOW).

Confidential, Dallas, Texas 2000
Regional Director of Operations

Led distribution operations for a twelve-state region for MDU and Single Family Unit (SFU) broadband services.

• Increased five-state sub-region’s weekly contractor installations by 100% after planning and executing regional operations review and integrating process changes into customer service process.
• Built foundation to grow distribution operations to increase FTEs tenfold, regional offices fourfold, and vehicles by two and a half.
• Increased field operations productivity by modifying organizational infrastructure design.
• Analyzed, and optimized, process flow for all aspects of field operations including work order processing and assignment, contractor and quota management, and inventory accountability.

Confidential, Grand Prairie, Texas 1999
General Manager/Director of Operations

Led a seven-state region with regional staff at offices in five markets and contractors operating in all seven states– providing services to MDUs and SFUs.

• Increased weekly installations 30% with no FTE increase, through reengineering scheduling processes with customer service center and contractor coordination, notification, and invoicing processes.
• Reduced national inventory expenses by $10M per year.
• Developed and implemented a nationwide Just-In-Time inventory-planning model.
• Decreased field service calls 80%, implementing a process improvement plan developed via operational audit.
• Cut network construction per project cost 15%, initiating and implementing post project ROI audit and measuring results to ensure adherence to project plan parameters.

Confidential, Dallas, Texas1997 –1998
Project Manager

• Led new market analysis and budget development process for acquisitions.
• Defined business case for local telephone market entry by developing and qualifying profitability models.
• Initiated and built processes and budgets for a newly acquired $600 million line of business, achieving seamless integration with parent systems.

Confidential, Dallas, Texas
Financial Analysis Manager

GTE(Telecommunications Services) Irving, Texas
Senior Financial Analyst

UNITED STATES ARMY (Top Secret Clearance-Expired), Global
Infantry Officer/Operations Manager