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Work Background
Habitat for Humanity of Carroll County, MDHabitat for Humanity ReStore Manager
Feb. 2022Westminster, MDManage all aspects of ReStore, a 20,000 square foot retail and warehouse operation selling donated goods. All proceeds go towards major repairs and building homes for those in need in Carroll County Maryland. Manage all staff and volunteers, develop and manage donations, and promote new business.
Customer Service Experts (CSE) - mystery shops, electronic educational training for airport clientsDirector, Field Operations and Scheduling
Jan. 2020 - Jan. 2020Annapolis, MDLed a team of 6 schedulers and 30K mystery shop contractors annually for multiple clients as a member of the leadership team. Reviewed compliance to ensure fulfillment of client requirements. Managed all mystery shop operations, recruiting and HR, staff training and re-training, property residential and commercial management, and business planning for the Scheduling department. Oversaw the implementation of a new CRM platform. HIGHLIGHTS: ☑ Streamlined tasks and improved efficiencies through developing and implementing new processes and procedures, including processes for updating and communicating shop availability. ☑ Earned “Exceeds Expectations” on 90-Day Performance Review.
ServiceMaster by Singer - Provider of restoration, remediation, and remodeling servicesChief Operating Officer
Aug. 2018 - Oct. 2019Baltimore, Maryland AreaHired for short-term assignment involving franchisee running a $15M operation. Worked with the owners to create a more detailed structure for the company, with a goal of increasing effectiveness of services and raising performance scores. Conducted a comprehensive assessment and provided “next steps” recommendations (including Plan of Action for Year 1), including training, educational and safety programs, and departmental structural changes. HIGHLIGHTS: ☑ Reduced $5M in receivables to under $750K in 1 year, as well as strengthening internal communications through executive and senior meetings (improving compliance and customer satisfaction as a result). ☑ Played key role in the franchisee’s listing as a member of the Top 5 Franchisees for mitigation, construction, and emergency services (first time in company’s history).
Simon Property Group - Fortune 500 company, the largest property management organization worldwideGeneral Manager, Arizona Mills
Oct. 2015 - Apr. 2018Tempe, ArizonaOVERVIEW: Hired to manage and turn around an under-performing, 1.2M sq. ft. Arizona Mills Mall with 225 stores and 14M visitors annually. Directed all mall operations, including retail, food and beverage, and entertainment. Led a team of 19 mall staff, 65 security personnel, and 57 housekeeping employees. Managed leasing and budgeting. Maintained positive relationships with store management, government and business contacts, local police and fire teams, and City personnel. HIGHLIGHTS: ☑ Reduced CAM budget expenses by $67K+ in 2016 and $162K+ in 2017, as well as decreasing the City requirement for public artwork required for the facility by $40K. ☑ Received positive feedback from corporate executives for handling of an emergency crisis (passing of a mall employee at work). Asked by City and police officials to host emergency training events for security guards across the Phoenix metropolitan region. ☑ Enabled the mall to become the offsite alternate Emergency Management location for the Tempe City Government based on recommendations.
TH Management - project management/business services to local, national, and international clientsBusiness Consultant, Project Manager
Jan. 2011MarylandOVERVIEW: Served in a broad range of roles for companies across multiple industries, including personal services, agriculture, property management, and higher education, among others. HIGHLIGHTS: ☑ Contributed to acquiring leases for 9 new airport stores in 18 months for a start-up French Spa/Salon targeting airports in its business development goals. ☑ Brought in 200 customers within 1 year by developing a CSA program for a local farm, resulting in 6 weeks of revenue ($42K); the program is still in use 8 years later and generates sales annually. ☑ Served as a Grant Specialist for a local community college, helping the college capture an $875K grant.
AIRMALL Maryland, Inc. - Concessions program for the Baltimore Washington Thurgood Marshall Airport GM & VP of Operations
Feb. 2008 - Jan. 2011Baltimore, MDCOMPANY: In charge of the Concessions program for the Baltimore Washington Thurgood Marshall Airport (94 businesses, 100K+ sq. ft. retail space). OVERVIEW: Managed all operations related to Concessions programs at BWI Airport, including leasing and renewals, recruitment of new retailers and restaurants, and customer service compliance. Worked with tenants to maintain high-quality, compliant operations. Built relationships with the State of Maryland airport operations teams, fire marshal, airline station managers, TSA, Maryland transportation police, and the FBI. Supervise a team of 10 and badging compliance for 3,600+ employees. HIGHLIGHTS: ☑ Drove a 180-degree turnaround that led to a #1 nationwide ranking for this AIRMALL in 2010. Achieved an 8% revenue increase and 17% profit gain ($350K in cost reductions) while leasing 98.4% of all available space within 18 months. ☑ Facilitated a $750K reduction in annual security costs by working with the State of Maryland to develop and build out a transitional warehouse (where goods are delivered landside and examined/approved by TSA). ☑ Created a plan to assist an under-performing restaurant with a politically connected owner to retire his lease and re-lease the space to a new restaurant that became one of the top 5 locations in the airport in 18 months.
Westfield AnnapolisGeneral Manager
May. 2005 - Feb. 2008Annapolis, MDCOMPANY: International shopping mall developer and owner of 68 properties in the U.S. along with multiple properties worldwide. OVERVIEW: Recruited to lead a turnaround for an under-performing property. Managed all functions and activities within a 1.5M sq. ft. mall, reporting to the VP of Operations and the GM. Supervised a team of over 165, including security, housekeeping, maintenance, customer services, and office team members. Additionally, oversaw a $305M, 300K sq. ft. addition to the property. Maintained relationships with the Gov. of Maryland, Mayor of Annapolis, and multiple City personnel. HIGHLIGHTS: ☑ Drove the property ranking from #14 to #4 in the portfolio as part of turnaround. Conducted extensive tenant outreach, rebuilt employee morale, and recommended housekeeping improvements to boost ranking. ☑ Increased sales to $507/sq. ft. (1st time exceeding the $500 mark), along with surpassing the 2005 budget forecast by $300K and assisting in securing leases for an Apple store and the 1st Under Armour store in the U.S.
SWANAChief Operating Officer
Nov. 1998 - Jul. 2004Silver Spring, MDCOMPANY: A 7,000-member association that serves the solid waste industry in the U.S. and Canada. OVERVIEW: Led all day-to-day operations, overseeing 35 employees and a 42-member Board of Directors. Reported to the CEO and managed a broad range of functional areas, including certification programs, course development, grants, marketing, hiring, sales, membership services, technical program, and business development activities. Planned and executed 14 conferences, 2 training centers, and a trade show/exhibit hall event. In charge of all technology within the organization. HIGHLIGHTS: ☑ Delivered a 17% increase in attendance in all events in 1999 over the previous year, leading to a 12% increase in revenues. ☑ Transformed the association from a non-electronic operations to a complete internet-based, enterprise-wide integrated business within 2 years. ☑ Improved entry-level hiring and reduced turnover 20% by implementing a new Intern program.
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