Spokane-Coeur d'Alene Area
Operations leader with 15+ years of experience improving field service delivery through automation, process improvement, and frontline enablement. I specialize in building and scaling no-code systems using Zapier, Twilio, Replit, Snowflake, and OpenAI to streamline operations, enhance compliance, and support technician performance. Recent highlights include reducing callback rates across 1,600+ field techs, designing systems to support national service partnerships, and creating automation that enables real-time field communication and policy execution. I blend strategy with execution — building smart, scalable tools while training and coaching teams to adopt them successfully. Core Strengths: • Field Ops Strategy & Support • Workflow & Automation Design • SOP Development & Change Management • No-Code Integration • Technician Training & Adoption • AI-Powered Systems & Communications
Customer Success Manager Sears Home Services — Nov 2024–Present (Field Ops Automation, SOP Development, Technician Enablement) Customer Success Manager Sears Home Services — Nov 2024–Present (Field Ops Automation, SOP Development, Technician Enablement)
Manage Contractor Services network in Home Appliance Service, HVAC, Plumbing, Handyman, Lawn & Garden and Consumer Electronics industries across Alaska, Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South Dakota, Nebraska, Minnesota, Iowa, Wisconsin, and Michigan.
Overseeing regional field operations and service quality of in-home repair technician team exceeding 25 or more direct reports. Responsibilities include: Managing performance and creating action plans through measurable KPI’s, sales coaching and performance, customer service, fleet management, leadership training and mentoring, human resources, hiring and developing new hires, project management and developing new strategies for leadership team and more.
Responsible for all store operations and processes, cash reconciliation, facilities management associate performance management.
Responsible for all store operations, cash reconciliation, P&L, general ledger and stock ledger recording and reconciliation, associate performance management
Effectively managed internal and external shrink values through theft prevention and operational process supervision.
Managed effective pricing for departments, responsible for store opening and functions in entire store, managed effective stock levels on sales floor to increase sales, created effective displays and presentation standards.