Fort Wayne, Indiana, United States
➥ I am a resourceful, performance-driven, and multi-faceted professional with a seasoned operations management background, a history of optimizing and scaling business operations, and a talent for marshaling teams around common goals. I combine over 2 decades’ experience managing day-to-day operations and driving growth for multiple high-profile organizations; positioning companies optimally to deliver against their business and revenue goals; developing and implementing key strategies to maximize profit potential; and carefully shaping the processes and policies that sustain an efficient, productive, and highly competitive organization. ➥ I excel at identifying and remediating gaps in day-to-day operations, optimizing labor utilization and mitigating labor costs, building mentor-mentee relationships with high-potential talent, integrating leading-edge tools and technologies, and creating efficiencies across teams and departments. ➥ I am a supportive team leader with a strong ability to take charge of projects, train and empower others, and motivate those around me to do their best work. I believe a leader’s primary duty is to cultivate, professionally develop, and grow confidence in his team. I have the ability, expertise, and coaching skills to drive my team to success. ➥ I have the communication skills to clearly articulate my vision, persuade people to take action, and get the ball rolling in the right direction. Whether I’m sending out emails, communicating with an employee, presenting to a crowd, or anything in between; I communicate quickly, accurately, and effectively.
Brotherhood Mutual is the second largest U.S. provider of property and casualty insurance to Christian churches and related ministries. ⌨ Learn more about our services at: www.brotherhoodmutual.com As Implementation Manager, I am accountable for implementing an integrated growth plan to optimize and scale the organization. I led a suite of process improvement initiatives, implemented state-of-the-art technology tools and solutions, and established a professional development program for internal staff. Among my accomplishments, I have: ➥ Created operating processes and SOPs that are efficient, scalable, and informed by industry best practices. ➥ Led a 10-person team and challenged them to meet or exceed their professional potential. ➥ Created a vision and strategy to drive continuous improvements to internal systems, tools, and technologies. ➥ Facilitated 20%+ YoY growth in the client base for 3 consecutive years (2019, 2020, and 2021). ➥ Implemented a redesign of the existing client onboarding process, resulting in a 22% reduction in team labor costs accompanied by a 10% reduction in cross-team labor costs. ➥ Overhauled the existing technology infrastructure for an affiliate (MinistryWorks) with a focus on workflow optimization, automation, data integrations, cloud-based client data collection, and data analytics; achieved a 25% increase in onboarding efficiency. ➥ Embedded a quality system into the existing technology platform, enabling the creation and monitoring of new KPIs. ➥ Built mentor-mentee relationships with individual team members; enabled 3 employees to promote to progressively senior positions. ➥ Optimized human resource utilization by reallocating certain job responsibilities to junior personnel, resulting in cost savings of $50K+ annually. ➥ Engineered succession plans for all roles as part of a broader incentivization and morale-boosting strategy. ➥ Facilitated 600% growth in the client base.
As Manager of Business Operations, I was tasked with overseeing and professionally developing 200+ employees within the Fort Wayne branch. I ensured all employees were fully trained, supported, and optimally positioned to deliver maximum value for Maxim Healthcare Services and its clients. Some of my additional contributions include: ➥ Partnered with the Branch Manager to develop plans, budgets, and growth strategies. ➥ Facilitated a 50% increase in the client base over a 2-year timeframe, positioning the branch in 2nd place for weekly revenue out of 400+ branches. ➥ Managed employee schedules, implemented training programs to close competency and skill gaps, and increased the ratio of client-facing employees to deliver a differentiated customer experience. ➥ Improved employees’ capacity to handle high-skill medical activities by up to 30%. ➥ Developed a high-performing talent recruitment pipeline to recruit quality, values-aligned talent of all levels. ➥ Planned and implemented a new reporting system to provide visibility into service issues; enabled 100% resolution of all identified issues (up from 30%). ➥ Drove continuous improvements to overall product quality, enabling the sales team to increase annual revenue by an additional 20% over tenure. ➥ Optimized the team culture; transitioned from a highly toxic culture to one of ownership, accountability, and transparency. ➥ Positioned the right people in the right roles according to an assessment of their skills and competencies. ➥ Established best practice policies and SOPs governing back-office operations. ➥ Drove the transition away from manual processes, freeing up critical resources to focus on the client experience.