Chattanooga, Tennessee, United States
I’m an operations leader focused on making messy, customer-facing environments run better. My background spans service delivery, staff training, workflow improvement, scheduling, customer onboarding, fleet readiness, and cross-functional execution across marine, outdoor, and operationally complex businesses. I do my best work where there’s friction to solve: unclear processes, inconsistent standards, tribal knowledge, weak follow-through, or too much chaos riding on too few people. I build practical systems that teams can actually use — the kind that improve accountability, labor efficiency, service quality, and customer experience without turning the work into corporate theater. Across my roles, I’ve led hiring and training, built SOPs and playbooks, improved incident follow-through, managed budgets and staffing models, supported customer onboarding, and helped teams deliver better outcomes in fast-moving environments. I’m currently exploring opportunities in operations management, process improvement, service delivery, training, implementation, and customer-facing coordination. I’m not pursuing quota-carrying sales roles.
Lead two-location service operations for a 13-boat private club fleet supporting 1,160 annual reservations and 99% fleet uptime by boat availability. Directly manage a 10–12 person dock team with full ownership of recruiting, hiring, onboarding, scheduling, training, performance management, and administrative follow-through. Own labor planning and staffing decisions, building a reservation-based labor model that kept average labor investment below one hour per reservation. Built an AI-assisted SOP and boarding playbook that standardized dock operations, member onboarding, safety expectations, and staff training. Led team to earn Carefree Boat Club’s Platinum Award in Customer Service and Experience, based on member survey performance, NPS feedback, and complaint monitoring.
Coordinate volunteer disaster response communications across volunteer groups and local agencies, supporting resource tracking, logistics, navigation, field coordination, and operational awareness. Manage and support a Zello Work communications network, including Tier 1 support and regular training to improve mission readiness and platform adoption.
Promoted after five months in Inside Technical Sales & Support to own channel operations and product-line execution for GoSun’s electric boat division. Owned channel and product-line execution for an emerging electric boat division, supporting customer onboarding, partner coordination, post-sale support, process design, and product feedback loops. Built sales, reporting, CRM, customer support, partner onboarding, and product feedback workflows to improve process visibility and customer follow-through. Designed and executed a campaign that doubled the prior monthly unit sales record from 5 to 10 units and increased monthly revenue from $76K to $118K. Partnered with executive leadership to refine go-to-market strategy, customer education, and product-line operations.
Managed client campaigns across digital, social, and print advertising, coordinating contracts, deliverables, performance reviews, and internal handoffs. Built and implemented an automated variable commission tracking system adopted across the sales team, reducing administrative workload and payroll issues. Supported recurring account growth through campaign review, client communication, and coordinated execution across advertising channels.
Managed customer projects across consultation, estimating, product selection, scheduling, service coordination, and post-sale support. Built an $800K+ book of business across 550+ clients and generated $550K+ in sales across three states in 2020. Averaged a 94% close rate on qualified estimates through product expertise, relationship management, and needs-based customer guidance.