Oceanside, California, United States
Supervised a 20-person team across 3 departments: emergency dispatch, clinical triage, and social services coordination — all operating 24/7. Ensured emergency calls were answered within an 8-second threshold and triaged within 2 minutes, serving elderly and disabled clientele. Oversaw full compliance with HIPAA regulations, ProQA EMS dispatch protocols, and internal customer service performance metrics. Managed agent scheduling, hiring, onboarding, and performance reviews; issued PIPs and conducted terminations when necessary. Trained new agents on dispatch procedures, compliance standards, and quality benchmarks — reducing error rates and improving scores. Served as escalation point for social services needs; directly handled calls when social care team was unavailable. Collaborated with healthcare agency partners to ensure timely, accurate service delivery and client satisfaction.
Founded and operated a freight dispatch company, managing all business functions from launch through wind-down. Handled client acquisition, contract negotiation, DOT/FMCSA compliance, and day-to-day dispatch operations. Maintained carrier safety protocols and regulatory adherence throughout company operations.
Directed multi-department operations including vendor negotiations, staff supervision, and budget oversight. Grew revenue by 35% through new account acquisition, retention strategies, and targeted sales presentations. Recruited, trained, and managed staff to improve productivity and build a succession pipeline.
Managed full café operations across 3 locations, overseeing hiring and supervision of 75+ employees. Directed catering operations for events of 500+ guests, achieving high client satisfaction and strong repeat business. Reduced vendor costs through strategic negotiations while sustaining service quality. Led marketing initiatives and community partnerships, contributing to year-over-year revenue growth.