San Antonio, Texas, United States
Operations Leader and Business Owner. Moves seamlessly from strategy to successful execution for improving bottom line business results and delivering exceptional customer experiences. Experience leading both operational and staff functions, to include transportation systems, call center sales teams, marketing strategy and tactics, learning and development, and process improvement functions. Excels at developing high performing teams. Personal philosophy is to hire the best people; collaborate to set vision and direction; and create an environment for the team to succeed.
Directly responsible for Profit and Loss of a large FedEx Ground Pickup and Delivery operation and meeting FedEx safety and service standards in a high growth market. Leading a high performing team to successfully manage seven-day, last mile delivery operation and maintain a commercial fleet of delivery trucks.
Improved the effectiveness, efficiency, and compliance of Corporate Responsibility, USAA’s philanthropic function for being a force for good in our local and military communities. Reported directly to the SVP, Corporate Responsibility.
Led a team of highly skilled process engineers, employing Six Sigma methods to drive bottom line results. Partnered with enterprise leaders to determine, prioritize, and execute high impact process improvement projects.
Responsible for translating enterprise business strategy and priorities into the learning and development needs of call center employees to achieve business results. Led team of performance consultants specializing in determining fast-path strategies and tactics to enhance employee performance, especially in the development of sales skills. Led effort to create a cross-functional business model and process to anticipate and deliver the future learning needs of the enterprise to achieve strategic goals. Developed highly successful contact center onboarding curriculum and certification process.
Center of excellence for coaching process and call quality monitoring and metrics
High net worth services, proactive outbound sales, and retention operations executive