Director of Operations resume examples

Choose and edit as your own

Get inspired by the best resume examples picked for your profession and create your!

Add pre-written phrases

Describe yourself as a professional just in 2 clicks! All the phrases you need are prepared by us

Save and Download your Resume

Save it in PDF format. Ready-to-sent to you employer!

This resume is created in 7 minutes.
Professional Summary

Dedicated management & communications professional utilizing innovation and creativity in short term project management and long term business operations. Energetic and results-focused with success in developing and leading diverse teams to achieve outstanding results.

Skills
  • Communications director across local, regional and international company structures and departments
  • Client relations and account management for company partners, with focus on interpersonal approach and long-term positive partnership outcomes
  • Inter-departmental communications and strategic direction for cohesive, cooperative outcomes
  • Project planning/execution and long term company development and strategy with focus on mission and value
  • Budgeting and forecasting for business operations and events, production line creation
  • Skilled in fostering and contributing to a positive, energetic work environment
Work History
Director of Operations, 08/2011 to Current
IndieCade1081 Amoroso Dr., Venice, CA 90291
  • Responsible for company communications across departments, working with internal staff, partners, chairs, developer community and marketing teams to achieve annual goals
  • Partnership acquisition, and account maintenance, ongoing client relations 
  • Provide direction for company growth, strategy and objectives, with a focus on mission and dedication to developer community
  • Responsible for daily company operations, including but not limited to staff oversight, implementing milestones, overseeing project calendars and maintaining company databases
  • Overseeing all hiring at IndieCade including writing job postings, scheduling and running interviews. Preparation of contracts, scope of work memos and RFP's
  • Oversee event production on all annual events and act as core producer on IndieCade E3 Showcase and IndieCade East. Responsible for budget oversight, billing and account reconciliation
Legal Assistant, 10/2008 to 07/2010
Shaver Korff & CastronovoLos Angeles, California, United States
  • Prepared attorneys for trial and organized files into exhibit documents and itemized trial materials
  • Ordered, tracked and maintained subpoena database and files
  • Maintained classified case files and expert testimony documents
  • On site trial support, tracking and voir dire analysis and strategy
Intern, 12/2007 to 08/2008
Columbia University Department Of PsychologyNew York, NY
  • Lab research assistant providing support for studies in visual masking and confidence ratings to determine localization of awareness in pre-frontal cortex neurons
  • Scheduling subjects, administering study and managing data
Office Manager, 01/2007 to 05/2008
Robert Kahn ArchitectsNew York, New York, United States
  • Coordinated logistics and materials for board meetings, committee meetings, and CEO communications, calendar and travel
  • Managed vendors, implemented internal organization strategy, and assisted in fostering positive, cohesive work environment
Education
Bachelor of Science: Theater, 2002
Northwestern University - Evanston, IL

High School Diploma Harvard-Westlake High School
Additional Information
  • Completed post-baccalaureate and graduate courses in developmental neuroscience at Columbia University (2007-2008) and the University College of London (2010-2011)
  • Intermediate Spanish skills (speaking, reading, writing)
  • Experienced artist with focus in printmaking (www.erinshaverprints.com)
  • Extensive world travel and exploration
This resume is created in 7 minutes.
Professional Summary

Delivers results focused management, offering years of progressive hospitality leadership experience. Accomplished and passionate about helping companies improve operational efficiency, team productivity, employee retention and motivation. Hands-on leader with exceptional organizational, critical thinking and prioritization skills. Excellent at learning new concepts quickly, time management, and works happily under pressure.

Skills
  • Operations & Property Management
  • Training & Development
  • Project Management
  • Food & Beverage Operations
  • Risk Management & Compliance
  • Human Resources Management
Professional Experience
Director Of Operations 02/2018 to Current
Intercontinental Hotel Group, IHG New York, NY
  • Oversee operations for Front Office, Engineering, Risk Management & Compliance and Food & Beverage Departments including recruitment, training, development, scheduling and supervision.
  • Direct Hotel operations focused on attainment of key business metrics set by Global HQ, implementing continuous improvement initiatives, updating standard operating procedures with 23 direct reports.
  • Cultivated strong business relationships with clients, guests, and staff to increase overall experience, satisfaction and retention rates while maintaining budget. 
  • Manage 40 team members across 4 department resulting in an 15% increase in revenue while exceeding all metrics goals set forth.
  • Negotiated and finalized contracts with new and existing vendors decreasing costs by 10%.
Global Operations Consultant 01/2018 to Current
Rehabilitation International, NGO/Nonprofit United Nations Plaza, NY
Global Operations Officer 12/2015 to 01/2018
Rehabilitation International, NGO/Nonprofit United Nations Plaza, NY
  • Lead headquarters HR initiatives, project management, event planning, and administrative functions.
  • Redesigned operations, project management and collaboration with outsourced accounting and legal firm resulting in 13% decrease in overall costs.
  • Administer and oversee major gifts, membership development, donations and relationships.
  • Supervise and develop profit & loss, budgeting and forecasting financial reports.
  • Manage complex cross sector engagements between nonprofit executives, corporate associates and international government agencies. 
Business Partner, F&B Delegate Events 06/2012 to 10/2016
Morgans Hotel Group/ SBE, Luxury Hotel Group New York, NY
  • Managed events up to 800 guests for life cycle of planning process, and ensured the execution of food and beverage services, satisfaction, and guest safety.
  • Determined staffing requirements, recruitment, training, collective bargaining and organizational development and effectiveness for multiple venues and restaurants.
  • Set forth and implement departmental policies, goals, objectives and procedures.
  • Partnered with HR and accounting to ensure accuracy of policies in accordance with union collective bargaining agreement. 
Special Events & Operations Manager 06/2008 to 05/2012
The Inn at Irving Place, Boutique Luxury Hotel New York, NY
  • Coordinated with clients from various industries to create ideal event, preparing proposals, accommodating special needs while managing all financial and budgeting aspects.
  • Coached and organized training of new staff and development through course of employment.
  • Managed operations of all front of house and back of house staff to ensure complete customer satisfaction while being gracious, attentive, authentic and accountable.
Operations Manager 08/2006 to 08/2010
JMP Properties LLC, Property Management Company Brooklyn, NY
  • Managed 18 multi-family buildings, with key responsibilities of tenant issue resolution, administered life cycle of tenant and project management.
  • Supervised and directed HR process for employees including payroll, benefits, recruitment, training and employee relations.
  • Coordinated all building repairs and inspections. Screened and prepared all lease agreements and facilitated collaboration with legal and accounting.
Special Events Coordinator 09/2003 to 08/2006
Magnetic Media, Digital Media Company New York, NY
  • Interacted with clients and utilized organizational skills to arrange and coordinate special events, receptions and conventions.
  • Advanced administrative support of CEO and CFO by reorganization and restructure in order to increase productivity and improve overall office environment.
Administrative Assistant 06/2002 to 08/2003
Pace University New York, NY
  • Administrative support to the Executive Vice President & Provost, by collaborating with faculty regarding employment, contracts, tenure, problem resolution and labor relations.
Administrative Assistant 04/2001 to 05/2002
Goldman Sachs New York, NY
  • Provided administrative support to firm partners and the Horace W. Goldsmith Foundation.
Education
Bachelor of Arts: History/ Psychology 2005 The City University Of NY - CUNY - NY, NY
Associate of Arts: History/Psychology 2002 Pace University - NY
Accomplishments
  • FLSD, EAP, & Active Shooter Certified
  • United Nations Delegate
  • Volunteer for Sean Casey Animal Rescue
  • NYRR member/ Completed NYC Marathon
  • Team Leader for Team for Kids fund raiser
  • National Italian Achievement Award recipient
  • BAC Treasurer of Pace University
This resume is created in 7 minutes.
Professional Summary
Highly motivated leader and strategic planner with 8 years of experience in a fast paced product distribution environment. Ability to analyze distribution strategies to help drive revenue growth by increasing efficiencies and reducing costs.
Skills
  • Budgeting and finance
  • Project management
  • Team leadership
  • Process implementation
  • Staff development
  • Risk management processes and analysis
  • Manhattan WMS
  • Self-motivated
Work History
05/2018 to Current
Associate Director of Operations Cigars International Bethlehem, PA
  • Oversee multiple departments: e-commerce fulfillment, samplers, replenishment, projects, and maintenance across three shifts
  • Successfully integrated new acquisition into our business by planning and executing project and labor plans
  • Accountable for both warehouse and facility P&L's
  • Established accountability program which led to a 10% increase in productivity year over year
  • Developed a performance coaching program to help coach lower performing employees while sharing best practices of top performers which led to a decrease in turnover by 7% in 2019
  • Manage relationships/contracts with both internal and external partners/vendors
  • Collaborate with leadership to build an environment of collective responsibility and accountability
  • Maintained 99.5% on time shipping YTD in 2019 with an order increase of 40% with the new acquisition
  • Implemented and trained employees on a new production line which decreased COGS by $43k in two months and increased throughput by 18%
  • Plan and execute successful integration strategies to accommodate new business acquisitions
  • Partner with center of excellence to drive continuous improvement initiatives throughout each department
01/2015 to 05/2018
Operations Manager FedEx Supply Chain Kutztown, PA
  • Manage a 435,000 square foot, food grade distribution center as a 3PL provider for KIND Snacks
  • Lead a team of 4 supervisors and 75 teammates across 3 shifts
  • Formed a partnership with our customer which helped us exceed all service level agreements from 2016-2017
  • Responsible for the overall safety, quality, performance, and customer experience of the operation
  • Drove continuous improvement initiatives resulting in $199,000 in savings over a period of 10 months
  • Ensure, through succession planning, that teammate bench strength is developed to successfully meet organizational long term commitments
  • Implemented several cost saving initiatives which resulted in $641,000 in customer savings throughout fiscal year 2017
05/2014 to 09/2015
Inventory Control Manager NFI Industries Kutztown, PA
  • Managed up to 19 employees in both inventory control and operations at a 3PL facility
  • Partnered successfully with both inbound and outbound operations to develop new processes and procedures to improve overall inventory health
  • Efficiently interviewed and hired 100+ employees to prepare for Amazon\'s peak season
  • Maintain a 99.3% daily inventory accuracy at Amazon and 99.7% accuracy at Juicy Juice
  • Decreased customer order cancellations, due to lost inventory, by 20% in a period of 3 months
  • Decreased damaged and expired juice by 10% over a two month period
08/2009 to 05/2014
Inventory Control Supervisor Construction Specialties, Inc Hughesville, PA
  • Supervised up to 8 employees in the inventory department
  • Managed $15 million worth of inventory at a manufacturing facility
  • Coordinated annual physical inventories which involve the scheduling and planning of job duties for 125 or more people
  • Developed a cycle count program which increased inventory accuracy from 50% to 95% in two years
  • Used an AS400 system for material resource planning
  • Created and maintained many standard operating procedures and work instructions for the company
Education
Bachelor of Science: Business Management Bloomsburg University - Bloomsburg, PA

Business Management Marketing Management

Certifications

Currently studying to become APICS CPIM certified

This resume is created in 7 minutes.
Professional Summary
Experienced, results-focused management professional driven to cut company costs and boost company revenue through innovative management techniques. Organized and diligent, with excellent written, oral and interpersonal communication skills. 
Skill Highlights
  • Fluent in Spanish 
  • Operations management
  • Accounts Payable/Receivable
  • Payroll/Records Management
  • Excellent Customer Service and Client Relations
  • Supply Inventory Control
  • Cross-functional team management
  • Policy/program development
  • Staff training
  • Microsoft Office Proficiency
  • Act Sage Database
  • Intuit Quickbooks
Experience
Director of Operations Feb 2016 to Current
iSER Consulting Fishkill, NY
  • Develop, implement and monitor programs to maximize customer satisfaction 
  • Adjust scheduling conflicts and handles unexpected matters, provide IT support
  • Produce client invoices, receive and view payments, billing, processes and tracks expense reports
  • Coordinate and attend team meetings, prepare agendas and minutes 
  • Responsible for HR compliance, new hire and terminated employee protocol, process employee files and payroll 
  • Serve as mentor to junior team members 
  • Establish and execute budget plans, and project status tracking plans
  • Surpass revenue goals in four consecutive quarters 
  • Develop department's first incentive performance plan which motivated staff and resulted in a 23% increase in sales 
  • Create training manuals targeted at resolving even the most difficult customer issues
Clinical Technical Operations Coordinator Jan 2014 to Dec 2016
Polymedco, Inc. Cortlandt Manor, NY
  • Supported and facilitated professional growth of Executives, Management, Laboratory and Engineering Technicians
  • Directed, controlled, and increased productivity; coordinated department functions   
  • Performed various administrative duties, including data entry and document preparation
  • Created detailed reports summarizing data collected in the laboratory for the research and development, regulatory affairs and marketing teams. Routinely performed medical laboratory tests, procedures, experiments and analyses to provide data for clinical research studies 
  • Coordinated organizational training needs and customer information processes
  • Worked collaboratively with the healthcare team to ensure developmental policies are identified and maintained
  • Provided front line contact with, and analyze incoming customer calls, provide requested information
  • Upgraded the Quality Control Program to an on-line program to allow clinical  laboratories to monitor test results
  • Established a healthy lifestyle by creating a Weight Watchers group, and initiating Zumba and Yoga class schedules, and offered informational seminars to facilitate a better working, communication environment
Director of Operations Feb 2007 to Mar 2013
Hudson Valley Marketplace Poughkeepsie, NY
  • Maintained strong relationships with third-parties (vendors, financial institutions, suppliers) to ensure smooth procurement and delivery of products and services
  • Defined strategy and business plan for organizational goals.
  • Aided in the administration and development of the company, budget, insurance policies, government taxes, licenses, agreements
  • Increased profits by developing, initiating, and managing ideas for improvement
  • Generated monthly financial spreadsheets which assisted in maintaining the bottom line of the business' budget, oversaw all business accounts, issued reimbursements, signed checks, maintained petty cash control, and handled deposits 
  • Responsible for personnel records, compensation management, benefits administration
  • Collected timesheet data, processed payroll, resolved payroll inquiries, and performed evaluations
  • Greeted customers, answered phones and assisted callers, developed correspondence and reports, created presentations
  • Executed integrated relationship and advertising campaign with subcontractors, vendors, and customers across multiple media channels
  • Guided the development and design of the website, marketing material, and was the voice and representative for the company
  • Established an information center which greeted customers, introduced them to the organization, and generated awareness of products and services
Accomplishments
  • Implementation of a Farmers Market from start to finish 
  • Implementation of advanced software program to reduce employee liability and increase productivity
  • Spokesperson for marketing for the organization
Education
High School Diploma Lincoln High School Yonkers, NY, USA
Fred Pryor
Professional Business Training
  • Microsoft Suite/Outlook Computer Classes
  • Project & Time Management
  • Manager & Supervisor Leadership
  • Exceptional Customer Service
This resume is created in 7 minutes.
Summary
Hotel Leader with over 11 years of progressive experience in strategic planning, improving operational efficiency, team building and project management for hospitality industry. Able to quickly understand complex concepts, identify and solve problems, turn ideas into logical strategies, and implement systems that optimize productivity and customer satisfaction, decrease vacancy rates and increase bottom line.
Achievements
 
Nominee for Director Of Operations of The Year Award 2017 for Hyatt Corporations.
Hyatt Centric The Woodlands awarded National Safety Counsel Perfect Record Award for 2016. 
Championed the transition from Hyatt Avia to Hyatt Centric The Woodlands.
Core member of Purpose/Brand activation & GEM for the Brand.
Increased Front Office Upsells by 95% to LY, injecting an additional $1.66 in ADR or a 2.6% of reservations upsold.
Corporate goal YTD for 2015 is $540,000.YTD we have earned a Net Upsell Revenue of $646,831.Nor1 SLAM Award winner for most production and revenue actualized and honored.
Front Desk Team at Hyatt Regency Hill Country attained Gallup Scores of 5.0 for 2012.
Team of the year 2013 for the Front Office Operations
 
Grand Hyatt New York Manager of the Quarter 2013 as a Front Office Manager at the Grand Hyatt New York.
Manager of the Year 2012 Award as a Front Office Manager at Hyatt Regency Hill Country Resort and Spa.
Manager of the Quarter at Grand Hyatt San Francisco as Assistant Housekeeping Manager.
Languages
Spanish: Native English: Native Portuguese: Fluent
Experience
June 2016
to
Current
Hyatt Centric The Woodlands The Woodlands, Texas Director of Operations
  • Nominee for Director Of Operations of The Year Award 2017 for Hyatt Corporations.
  • Maintained an NPS score up 8.9 to LY thought implementation of new strategic initiative in both Rooms and Food and Beverage. Currently 1.2% over our annual goal.  
  • Led operations and business functions for the property with 75 rooms, 6,000 square feet of meeting space, $10 million in annual room revenues and 2 million in Food & Beverage and 67 employees.
  • Successfully Converted Hyatt Avia to Hyatt Centric The Woodlands.
  • Devised and planned all capital expenditures, annual budgets and forecasts; oversaw all volume and profit objectives, P&L, operational strategies and programs.
  • Developed and launched entirely new menus for the restaurant, room service, and events; developed outside catering menus for multiple local corporate offices.
  • Personally and successfully handled all arrangements for high profile guests.
  • Reduce Hotel expenses through Archer and Carpedia applications and best practices.
  • Established significant training programs for each department resulting in increased guest satisfaction.
  • Evaluated and re-negotiated all vendor services contracts, resulting in a 20% annual savings while maintaining quality.
  • Improved employee retention through implementation of departmental training, employee recognition and incentive programs that resulted in a turnover rate of 4.5 % over 15 months.
  • Established internship/mentoring program in three local high schools, allowing selected students the opportunity to experience practices of the hotel hospitality industry.
June 2016
to
Current
Hyatt Centric The Woodlands The Woodlands, Texas Director of Operations
  • Nominee for Director Of Operations of The Year Award 2017 for Hyatt Corporations.
  • Maintained an NPS score up 8.9 to LY thought implementation of new strategic initiative in both Rooms and Food and Beverage. Currently 1.2% over our annual goal.  
  • Led operations and business functions for the property with 75 rooms, 6,000 square feet of meeting space, $10 million in annual room revenues and 2 million in Food & Beverage and 67 employees.
  • Successfully Converted Hyatt Avia to Hyatt Centric The Woodlands.
  • Devised and planned all capital expenditures, annual budgets and forecasts; oversaw all volume and profit objectives, P&L, operational strategies and programs.
  • Developed and launched entirely new menus for the restaurant, room service, and events; developed outside catering menus for multiple local corporate offices.
  • Personally and successfully handled all arrangements for high profile guests.
  • Reduce Hotel expenses through Archer and Carpedia applications and best practices.
  • Established significant training programs for each department resulting in increased guest satisfaction.
  •  
  •  
  •  
  •  
  • Evaluated and re-negotiated all vendor services contracts, resulting in a 20% annual savings while maintaining quality.
  • Improved employee retention through implementation of departmental training, employee recognition and incentive programs that resulted in a turnover rate of 4.5 % over 15 months.
  • Established internship/mentoring program in three local high schools, allowing selected students the opportunity to experience practices of the hotel hospitality industry.
January 2014
to
March 2015
Grand Hyatt New York New York, New York Director Of Housekeeping
  • Responsibilities included scheduling for staff of 280+, inventory management/purchasing of over $1.5 million/year, annual evaluations, hiring,customer recovery, negotiations with Local 6 Union, payroll management of over $13.5 million/year.
  • Reduced overtime and payroll expenses from previous year by .039 CPOR.
  • Implemented inspections, incentive, and accountability procedures Trained, developed, and coached nine assistant managers.
  • Coordinated hotel-wide events for high-profile functions such as United Nations General Assembly, Tennis US Open, MLB All-Star Game, NFL Superbowl,corporate CEO's and Executives, top loyalty guests as well as political figures from around the world.
  • Achieved a Grand Mean of 4.67 in 2014 with an Colleague engagement index of 86% vs 2013 of 63%.
  • 2015 Grand Mean was 4.33.
October 2012
to
February 2014
Grand Hyatt New York, New York Director of Front Office
  • Responsibilities include scheduling, hiring, terminating, evaluations for staff of 55+.
  • Increased check-in process by 18.1% to YE 2013.
  • Trained, coached, developed five assistant managers.
  • Increased "Other Rooms Revenue" by over $10,000 monthly and increased up-sell revenue by 82% YoY through training and follow up Manager on Duty for 1,306 room hotel with mixed clientele.
  • Handled customer recovery and follow up, and implemented many new customer initiatives.
  • Maintained relationships with VIP guests to learn their preferences and exceed expectations.
  • Implemented new programs for loyalty program, room inspections, associate incentives, and Corporate led initiatives.
February 2011
to
October 2012
Hyatt Regency Hill Country Resort and Spa Front Office Manager
  • Responsible for short and long term planning and the management of the hotel's Front Office operations in a 500+ Rooms Resort.
  • Coach and counsel employees to reflect Hyatt Service Standards and Procedures.
  • Perform all tasks of a Front Office Staff as needed to facilitate service.
  • Ensure all operations and cash handling are done per policies and procedures.
  • Maintain excellent communication with the housekeeping department Maintain information on prices, rates, specials, packages, programs,etc, while ensuring all staff are trained in all areas.
  • Analyze, investigate, and resolve guest complaints Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables.
  • Insures proper staffing levels for customer service goals.
  • Coach and counsel employees to reflect Hyatt service standards and procedures.
March 2010
to
March 2011
Grand Hyatt San Francisco Assistant Front Office Manager
  • Manager on Duty at 684 room business hotel.
  • Worked closely with high profile guests and companies.
  • Responsible for cash handling standards, monitoring additional revenues (early departures, cancellations, no-show fees)
This resume is created in 7 minutes.
Executive Profile

An organized and energetic transportation professional seeks a challenging, fast paced position at Chariot. Experienced in building relationships, motivating high performing teams and staying on time and budget.

 

Education
Florida State University

Bachelor of Science - Business Administration. Emphasis on Management and Hospitality.

Professional Experience
Director of Member Support May 2018 to Current
Etsy Brooklyn, NY
  • Orchestrate and direct the customer support teams by establishing a clear vision with measurable goals and objectives.  
  • Scale and support future growth by constantly developing teams and creating new leaders.
  • Identifying high potential employees, provide continual coaching and mentoring, and modeling a tight management and communication routine.
  • Overseeing several international and domestic customer support centers that provide customer support and policy enforcement within a call center environment while achieving top CSAT and NPS scores.
Consultant for Tech and E-Commerce Start-ups Mar 2014 to Current
New York, NY
  • Consulting well funded, high growth technology and e-commerce start-ups on building and scaling a world-class brand and customer experience.
NYC General Manager Dec 2016 to Apr 2017
Curb taxi app by Verifone New York, NY
  • Owned NYC taxi driver training, process improvement, new product development and passenger experience in New York City.
  • Monitored and analyzed key metrics, customer feedback, and observations to build passenger retention.
  • Worked closely with the MTA and Access A Ride piloting paratransit WAV transportation in the 5 Boroughs.
  • Partnered with Via, tested and deployed ride sharing program with NYC yellow taxis.
Director of Fleet Onboarding May 2016 to Nov 2016
Karhoo - Ride Comparison App New York, NY
  • Fleet and driver onboarding director for NY, Chicago, L.A., Miami and Texas for app transportation booking services.
  • Served as primary contact for partners, acting as a trusted advisor and ensuring long-term, mutually-beneficial relationships.
  • Directed marketing teams to develop driver marketing, training materials, communications, and driver incentive programs.
  • Used passenger feedback and data analytics to identify, analyze and solve any service issues.
Director of Operations Mar 2014 to Mar 2015
CityMD Urgent Care New York, NY
  • Led large, high performing teams of medical professionals across multiple locations that consistently exceeded KPIs, NPS and patient expectations.
  • Improved customer satisfaction by identifying customer issues and implementing solutions to drive quality and productivity while achieving service levels.
  • Supervised team leaders, provided leadership, coaching and motivation to achieve organizational goals.
Operations Manager Jan 2006 to Mar 2014
FBO and Hertz Rental Car Apalachicola, FL
  • Ran the daily operations for a Hertz Rental car location.  
This resume is created in 7 minutes.
Professional Profile
Well-rounded, result oriented professional with 23 years' experience in both technical and business operations.  Effective in developing, implementing and managing systems and processes in efficient and cost sensitive manner across the organization.    
Skill Highlights
  • Operations Management
  • Project Management
  • Product Management
  • Remote Monitoring SW & (IoT) Sensors
  • Data Analytics & Analysis
  • ERP / MRP Implementations
  • Supply Chain Management
  • Software Test Engineering
  • Professional Services
  • Electronics Manufacturing
  • Inventory Control / Logistics
  • ERP / CRM: Dynamics, FourthShift (Infor), MAX (Micro Manufacturing Systems), Remedy, Salesforce.com, SAP
  • Tools: Crystal Reports, DOCSIS/HMS, GoTo Assist/Meeting, Java, Linux,  Microsoft Office Suite, Oracle, Power BI, SharePoint, SilkTest, SQL Server, Sun Solaris, SNMP, UNIX, Visual Test, VMWare, WebEx, Windows, WireShark
  • Processes: NPD / PDLC / SDLC Processes, Agile, Waterfall, ISO
Core Accomplishments

Operations Management:

  • Stood up Evoqua's Digital Command Center for provisioning IoT connected devices on companies flagship software application by implementing standards and developing communication channels with Service Branches
  • Initiated manufacturing In-sourcing project resulting in a 25% product line gross margin improvement. 
  • Directed a 3-member team undertaking an outsourcing initiative and generated $500k in cost savings/avoidance the first 6 months of the program.


Technical Operations:

  • Developed and implemented CRM policies and procedures leading to reduced Average Call Resolution time from 60 minutes to under 15 minutes and reduced the Open Issue counts by over 70%.
  • Designed automated test strategies for GUI Regression and Functional Test scenarios and Oracle database verification.  The automated tests reduced Smoke Testing from 2 days to less than 4 hours and reduced Regression testing from 5 days to less than a day. 


Project Management:

  • Orchestrated Link2Site data migration of 750+ sites from a propriety based to an Azure based platform in a time sensitive manner minimizing downtime for application users.
  • Spearheaded redesign and testing of SAP Product Hierarchy and Profit Center definitions resulting in improved revenue and inventory reporting from C-Suite as well as improved time efficiency in data gathering.
  • Project Manager Lead on ERP package selection for $50MM company. Recommended TIER I package and developed the 12-month implementation roadmap presented to company President within 6 month deadline.  The selection process included, in part, requirements gathering for Manufacturing, Purchasing, Sales, Customer Service, Financial and Engineering disciplines.  
Professional Experience
Evoqua Water Technologies LLC Pittsburgh, PA Senior Manager, Digital Command Center 11/2017 to Current
  • Stood up Digital Command Center for provisioning IoT connected devices on companies flagship web based software application by designing and implementing standards and communication channels with Service Branches and Customer Service. 
  • Extrapolate key insights from large data sets (SAP, Link2Site, Dynamics) providing actionable data to Business Segment decision makers 
  • Create consumable visualizations(Power BI) at scalable levels providing valuable insights across organization 
  • Manage the Water One SD tech support line for finding root causes to issues, training customers and service managers to properly use IoT interface.
  • Lead customer-facing tours of the Digital Command Center, including live SW Demos and technical show and tell explanations of remote motoring equipment 
  • Collaborate with Light Industry Sales Management to manage the design and delivery of custom products (Water One Assurance +)  to customer base.  
Alpha Technologies Inc. Pittsburgh, PA Product Manager, Optical Products 08/2014 to 01/2017
  • Created and implemented successful strategies leading to the development of both hardware and software product solutions in the Telecommunications Market.
  • Managed $4MM product line and associated market P&L to develop and execute product marketing strategies, budgets, and sales plans for the Cable Broadband Status Monitoring business segments.
  • Directed 6 product launches over last 2 years covering Hardware, Software and Firmware products.  
  • Facilitated work sessions with R&D Engineers to leverage technical skills and drive consensus, allocate resources, and define product rollout timeframes meeting customer needs.
  • Authored detail-oriented Business Plan, MRD, and Product Positioning Documents used in NPD process.
  • Designed sales presentations and product demos to train sales force on product benefits and offerings.
  • Accountable for OEM relationships including overall customer satisfaction.
Cheetah Technologies, LP Pittsburgh, PA Director of Operations 09/2011 to 09/2014
  • Managed cross functional team of 15 professionals including Business Operations, System Test Engineering, HR, Legal and Professional Services.
  • Spearheaded manufacturing In-sourcing project, resulting in a 25% increase in product line gross margins.
  • Responsible for $2MM in inventory and defining ISO compatible procedures for cycle counts, security, shop floor kitting and shipping and receiving. 
  • Revamped underutilized ERP application introducing improved Financial reporting techniques, Shop Floor Control methodologies, Customer and Product integration with CRM resulting in enhanced Pipeline and Revenue Analysis.
  • Developed an automated business operations Crystal Report for book/bill, backlog, RMA KPIs, Professional Services KPIs and SW revenue data becoming a key component in weekly Senior Management reporting. 
  • Developed RMA tracking process resulting in reduction in MTTR from 60 days to less than 30 days and improved cost identification for true warranty cost reporting and analysis.   
  • Create SW/FW Test Plan strategies and test cycle schedule of FTE requirements and equipment resources. 
  • Created business stakeholder status reports (WTD, MTD, YTD) and conducted presentations and walk-through session for internal management and customers.  
Tollgrade Communication Inc. Cheswick, PA Manager, Cable Technical Services & System Test 10/2005 to 07/2011
  • Promoted to manage the Customer service and System Test groups including Software and Firmware. 
  • Consistently met performance objectives which included meeting test cycle deadlines, adherence to SDLC guidelines producing a software design maturity level acceptable to the customer base. 
  • Developed and introduced an improved test process allowing for earlier test team engagement resulting in quicker bug identification, shorter overall test cycle times and quicker time to market for product. 
  • Developed and Implemented yearly Software optimization and system health inspection on customer premise through our Professional Services group enhancing customer satisfaction.
  • Design, Develop and Facilitate Automated test scripts with Rational Visual Test and Segue SilkTest to improve efficiency of regression testing, database impacts and tuning, and documenting of testing results.
  • Designed and performed on-site customer training and installation sessions for flagship software product. 
  • Project leader in SDLC from requirements gathering, to Beta test creations, to product ship and test cycle post mortem analysis. 
  • Strengths lie in: strategic design, development and implementation of manual and automated test procedures/cases and plans with an understanding of the Software Development Life Cycle (SDLC) working in a Client/Server or Web Based environment.
Education
BBA: Accounting 1992 Siena College, Loudonville, NY, USA Minor: Operations Management
Associate of Science: Computer Programming and Analysis 2002 Manatee Community College, Bradenton, FL, USA
Certifications and Credentials
Pragmatic Marketing Certified – Level II (PMC-II) - Foundations & Focus
DC Power Systems Training Program 
AdventNet WebNMS 
UNIX II ACE Certification 
Completed suite of 6 APICS CPIM Certification classes