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Work Background
Pearl Interactive Network Inc.Director of Operations
Dec. 2023 - Sep. 2024Roy, Utah, United StatesOversees program delivery for government contracts, including prime and subcontractor relationships in the healthcare and customer support space.
Pearl Interactive Network Inc.Program Manager
Jan. 2021 - Dec. 2023Roy, Utah, United States
Safe Harbor Crisis CenterDirector of HR and Operations
Feb. 2018 - Oct. 2020Greater Salt Lake City AreaIn first year, generated 7% overall cost savings ($100K against $1.3M operating budget) by renegotiating vendor contracts and clarifying contractor expectations to improve service delivery.
Established standardized hiring and onboarding process to maintain full staffing of 35 high-intensity staff roles with high attrition rates; managed full lifecycle recruiting from job posts and interviewing through compliance and benefits.
Oversee facilities management for 3 facilities, including two residential treatment centers with 40+ residents.
Implemented more rigorous project planning, documentation, and budget management.
Black Turtle ServicesDirector Of Client Services
Apr. 2013 - Jan. 2017Sandy UtahResponsible for the implementation and successful execution of a large government healthcare support organization worth more than $20 million dollars annually. Served as program manager with prime contractor and client during launch and day to day operations of program now in its third year.
The Results CompaniesDirector, Operations
Jun. 2011 - Sep. 2012Responsible for performance of 3 call centers supporting 6 clients. Led teams to deliver against client KPIs while driving low agent attrition and managing cost. P&L responsibility with focus on gross margin acheivement.
The Results CompaniesDirector, Business Development
Dec. 2010 - Jan. 2013Provo, Utah AreaDemonstrate the advantages of working with a strong mid-tier BPO vendor. The Results Companies is nimble and attentive to its clients.
The Results CompaniesManager, Performance Excellence
Dec. 2010 - Jun. 2011Manage process and continuous improvement initiatives throughout the Results call center footprint focused on leadership processes and operational standards with an eye toward new and better ways of servicing our clients.
ConvergysSr. Manager-Client Services
Mar. 2008 - Jul. 2010Manage customer service relationship for worldwide health care services provider focused on medical device technical support.
eBayManager-Seller Support
Nov. 2005 - May. 2007Manage workforce of 80 FTE to deliver superior customer service to eBay PowerSellers and Store owners via phone, email and chat channels.
AOLSr. Program Manager/ Training
May. 2005 - Nov. 2005Designed, built and deployed vendor audit process. Hired and trained team of auditors to assess vendor compliance with AOL business processes and best practices. Consulted with internal and vendor team to develop cure plans.
AOLProgram Manager
Jan. 2000 - Jun. 2005Managed day to day relationships with 3 vendor partners in 6 call centers and three LOBs. Responsible for ensuring site performance against contractual KPIs and driving consistent customer experience.
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