~$600K
Vendor optimization
Reduced handling time by approximately 40 seconds through vendor and process redesign.
Director-Level Operations Leadership
I turn business goals into operating systems that perform.
A Director-level operations leader specializing in analytics-driven performance improvement, workforce strategy, customer operations, and operational transformation. I build scalable management systems that translate executive goals into measurable execution, strengthen financial performance, and improve service outcomes.
Selected Results
Measured impact across operations, workforce, technology, and leadership.
My work has consistently focused on identifying the operational mechanics behind performance, correcting root causes, and building management disciplines that make improvements sustainable.
~$350K
Operational efficiency
Delivered approximately 20 seconds of AHT improvement with significant annualized labor savings.
~$250K
Automation savings
Introduced automation and AI-enabled workflow changes that eliminated roughly five FTE of manual work.
$330K
Budget turnaround
Moved an operation from approximately $90K over budget in April to $240K under budget by year-end.
$450K+
DMAIC savings
Led two Bank of America improvement initiatives generating approximately $225K and $255K in savings.
~10%
Training cost reduction
Redesigned leadership development delivery, reducing cost by approximately $250K while preserving business alignment.
Strategy to Execution
How I approach an operation.
Strong operations require more than dashboards and targets. Leaders need a clear definition of success, trusted data, the capacity to execute, and a management cadence that turns performance information into action.
Define success
Translate executive goals into measurable expectations across financial performance, service, quality, customer experience, and productivity.
Validate the operating truth
Test metrics, reporting, workflows, staffing assumptions, and frontline realities to identify where performance is actually breaking down.
Build the operating system
Align forecasting, staffing, performance reporting, coaching, process controls, and leadership routines around the outcomes the business needs.
Create accountability
Establish daily, weekly, and monthly management rhythms so leaders understand performance, take action, and sustain results.
Leadership Capabilities
Operations leadership with unusually deep workforce and technical fluency.
Multi-Site Operations
Leadership across complex service organizations, frontline teams, managers, vendors, and geographically distributed operations.
Workforce Strategy
Forecasting, capacity planning, scheduling, real-time management, shrinkage, adherence, service levels, and staffing economics.
Performance Analytics
SQL, Tableau, Excel, executive reporting, root-cause analysis, and decision-ready operating insight.
Financial Management
Budget ownership, labor optimization, cost modeling, vendor economics, productivity improvement, and measurable savings.
Customer Operations
Contact center operations, retention, service, QA, customer experience, answer rate, AHT, and leadership performance systems.
Transformation & Technology
Automation, AI-enabled workflows, Avaya ACD, telecom infrastructure, routing strategies, process redesign, and operational change.
Selected Work
Examples of how I move from diagnosis to execution.
These portfolio examples provide deeper context behind the accomplishments summarized in my resume.
Operating Model
Enterprise Operating System Overhaul
A structured approach to rebuilding operating discipline: defining performance expectations, improving reporting visibility, creating management rhythms, and aligning leaders around measurable execution.
View case study →Workforce Strategy
Workforce Optimization
How forecasting, shift design, capacity planning, real-time management, and performance analytics can be integrated to improve service while controlling labor cost.
View case study →Leadership System
Strategy-to-Execution Framework
A leadership model designed for frontline and mid-level managers that connects business requirements, employee leadership, coaching expectations, accountability, and measurable outcomes.
View case study →Built across operations, analytics, workforce, and technology.
Patriot Mobile
Director, Workforce Management & Operations
Built workforce-management infrastructure, capacity planning, KPI/OKR discipline, QA redesign, real-time operations, and leadership accountability for a growing service organization.
ADT / Protection 1
Senior Manager, Enterprise Operations
Led multi-site service operations, analytics, automation, vendor optimization, customer experience, leadership development, and enterprise performance improvement.
ADT / Protection 1
Telecom / Alarm Receiver Engineer
Combined operational knowledge with telecom and routing expertise across Avaya ACD, alarm receivers, server deployments, and production cutovers.
ADT / Protection 1
Manager, Workforce Management
Rebuilt workforce planning and performance disciplines and delivered a major budget turnaround while maintaining service expectations.
Bank of America
Banking, Customer Service & Team Leadership
Developed an early foundation in customer operations, team leadership, process improvement, and DMAIC-based problem solving.
Career Focus
Seeking a senior operations leadership role where disciplined execution and measurable improvement matter.
I am targeting Director and senior operations leadership opportunities involving multi-site operations, workforce strategy, customer experience, analytics, transformation, and cross-functional execution.