Greater Chicago Area
I help teams bring structure, visibility, and accountability to complex operations. My background includes leading program execution, service operations, supplier and vendor coordination, documentation controls, KPI reporting, workflow governance, and cross-functional process improvement across customer-facing, logistics, and regulated service environments. I am often at my best when operations are growing, workflows are becoming harder to manage, service levels need improvement, or teams need clearer processes to execute consistently. I focus on identifying bottlenecks, building repeatable workflows, improving reporting visibility, strengthening accountability, and turning operational issues into measurable improvements. A few results I am proud of: • Improved SLA performance by 30% by building KPI dashboards, workflow controls, queue prioritization, and escalation visibility • Reduced operational errors by 75% through root-cause analysis, QA checkpoints, SOP updates, and corrective action routines • Increased operational efficiency by 40% by redesigning customer operations, documentation, EDI, fulfillment, vendor, and finance-adjacent workflows • Led and developed a 15-member operations team by setting expectations, coaching performance, balancing workload, and reinforcing accountability My core strengths include program operations, supplier and vendor management, service delivery, KPI reporting, workflow optimization, process documentation, escalation resolution, team leadership, and cross-functional stakeholder management. I am currently pursuing operations and program management roles where I can lead teams, improve execution, strengthen supplier and service performance, and drive measurable improvements in efficiency, quality, and service delivery. 📧 [email protected] | 📞 (847) 691-2161
• Improved SLA performance by 30% by implementing KPI dashboards and workflow prioritization, resulting in increased service consistency and operational visibility. • Reduced operational errors by 75% by leading root cause analysis (RCA) and implementing corrective actions, resulting in improved quality and audit compliance. • Led a team of 15 FTE by implementing performance management, coaching, and workload balancing strategies, resulting in improved productivity and SLA adherence. • Served as primary escalation point by coordinating cross-functional teams to resolve complex operational issues, resulting in faster resolution times and improved customer satisfaction. • Increased processing efficiency by 25% by optimizing document, mail, and workflow operations, resulting in reduced backlog and improved turnaround times. • Strengthened governance and compliance by managing records retention programs and standardizing documentation processes, resulting in improved audit readiness. • Improved operational decision-making by developing KPI reporting and performance dashboards, resulting in actionable insights for leadership. • Managed departmental budget and vendor relationships by aligning service delivery with financial targets, resulting in improved cost efficiency.
• Increased operational efficiency by 40% by redesigning order-to-cash and fulfillment workflows, resulting in faster processing and improved throughput. • Improved order accuracy and reduced chargebacks by aligning operations with retailer SOPs (Amazon, Walmart, Costco), resulting in enhanced compliance and customer satisfaction. • Optimized EDI and billing processes by implementing automation, resulting in reduced manual effort and improved data accuracy. • Managed 3PL, warehouse, and freight operations (LTL, FTL, parcel) by monitoring performance and resolving issues, resulting in Improved service levels and cost control. • Led escalation resolution by coordinating cross-functional teams, resulting in improved customer retention and service outcomes. • Improved operational visibility by analyzing performance data and identifying trends, resulting in continuous process improvements. • Supported financial operations (AR/AP, payroll, budgeting) by aligning operational spending with targets, resulting in improved cost management.
Clients: National Council of State Boards of Nursing (NURSYS), American Society of Anesthesiologists, Kinship Foundation • Improved data accuracy by auditing high-volume operational datasets, resulting in enhanced reporting reliability and compliance. • Standardized SOPs and workflow governance by implementing process improvements, resulting in improved operational consistency and onboarding efficiency.
• Improved operational efficiency by coordinating logistics, vendor services, and program execution, resulting in enhanced service delivery. • Increased program effectiveness by managing national training logistics, travel coordination, and vendor relationships, resulting in successful program execution. • Improved financial tracking by enhancing reconciliation and reporting processes, resulting in greater accuracy and accountability.
• Improved service reliability by coordinating shipments, routing, and dispatch operations, resulting in on-time delivery performance. • Resolved customer and freight issues by managing claims and service escalations, resulting in improved client satisfaction and retention. • Increased operational visibility by tracking performance metrics and reporting KPIs, resulting in improved decision-making. • Collaborated with warehouse and dispatch teams to optimize scheduling and throughput, resulting in improved efficiency.