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Work Background
FreelanceConsultant Independent, Austin, TX
Dec. 2021Austin, Texas, United States• Devised comprehensive frameworks for start-up activities across four different sectors, resulting in the successful launch of three new products; frameworks now used by over 15 teams for ongoing operational support. • Spearheaded the strategic direction of the leadership team for an emerging company; orchestrated the launch of a mid-sized local marketing firm, achieving a client acquisition rate of fifty new clients within the first quarter.
• Conducted in-depth assessments of current operational processes, leading to the identification of key inefficiencies; implemented solutions that advanced overall service delivery workflows and contributed to substantial cost reductions.
ModivcareRegional Senior Vice President
Jan. 2019 - Nov. 2021Denver, Colorado, United States• Directed operational strategies that optimized performance metrics, achieving a 30% increase in service delivery speed while ensuring all facilities met compliance standards and maintained a 95% customer satisfaction rating.
• Engaged with leadership to Objectives and Key Results. (OKRs) that measure progress toward strategic goals; designed a tracking dashboard now utilized by fifteen department heads to monitor performance and drive accountability.
• Achieved a consolidated P&L GM of $397MM and an EBITDA of $56MM by implementing strategic cost-reduction initiatives focused on operational efficiencies and optimized resource allocation across departments.
• Drove the analysis and re-engineering of procurement processes, identifying inefficiencies that led to a substantial reduction of subcontractor costs by $15MM+, while enhancing vendor relationships and service delivery timelines.
ModivcareRegional Senior Vice President
Jan. 2019 - Nov. 2021Denver, Colorado, United StatesHelmed operations of 600-employee department. Collaborated with senior leadership and discussed services, marketing strategies, and initiatives affecting performance. Resolved complex business issues from strategy to execution. Navigated complexities of cross-border/diverse teams and engagement. Ensured regulatory policies and procedures were met. Instituted best practices for efficient and effective operations. Conducted training and development for regional employees Established strategic business relationships with suppliers, manufacturers, and industry leaders. Evaluated managers’ performance and confirmed goals and polices adherence. • Led a 2-state call center consolidation that increased customer satisfaction and reduced FTE cost by 12%.
• Spearheaded and revamped the Florida operations leadership team and produced a high performing, award-winning organization with a 30% EBITDA improvement. • Drove 30% new market growth and heightened customer performance metrics in expanded Texas, Florida, and Louisiana territories.
LogistiCareRegional Senior Vice President
Jan. 2017 - Jan. 2019Atlanta, GA• Implemented a data-driven approach to optimize resource allocation for a 1,200-employee region, resulting in a 30% enhancement in resource utilization and a streamlined process that supported more efficient project management.
• Completed a strategic consolidation of call center operations that improved customer satisfaction metrics across all channels; the initiative led to a 12% reduction in full-time employee costs while maintaining service levels.
• Formulated a comprehensive operational strategy that produced a high-performing organization recognized for excellence, achieving a 30% enhancement in EBITDA; engaged stakeholders in process improvements that fostered innovation and efficiency.
LogistiCareVice President
Dec. 2012 - Jan. 2017Austin Texas• Orchestrated quarterly strategic planning sessions for a 280-member operation, aligning departmental goals with overall business objectives; these sessions resulted in 1M+ actionable insights that drove operational excellence and efficiency.
• Spearheaded the establishment of a 300-FTE call center with a $60MM operating budget; developed comprehensive training programs that increased agent performance metrics by 20%, enhancing overall service quality and efficiency.
• Conducted comprehensive reviews of operational analyses to identify vulnerabilities; devised strategic initiatives that mitigated fraud risks, recovering $7 million for the state of Texas, and enhancing overall operational integrity.
ModivcareSenior Vice President Operations
Dec. 2004 - Nov. 2021United StatesOversaw departments, strategic direction, and 280-member operation. Mentored and motivated teams to provide quality work to reach goals and objectives. Managed strategic daily operations. Communicated with leadership teams, client board members and employees. Brainstormed and presented ideas for improvements. Resolved challenges and alleviated problems. Formed and cultivated industry alliances with state officials and subcontractors. • Steered and implemented built a 300-FTE call center with a $60MM operating budget.
• Achieved Consolidated P&L and exceeded goals established for GM and EBITDA by 10%. Revenue $49MM and EBITA 45.6MM.
• Reviewed current operations analyses and devised strategic plans which reduced fraud and returned $7MM to Texas. Subsequently grew the Texas operation to $100MM through partnerships.
LogistiCareArea General Manager
Dec. 2004 - Aug. 2012Area General manager of LogistiCare's Oklahoma / Colorado operations I oversee 2 central business offices and call centers, am responsible for an 8-member management team and 50 staffers. Managing the state's 32 million dollars in revenue for SoonerRide program, including 60,000 non-emergency medical trips a month for over 600,000 eligible Medicaid recipients, covering all 77 counties in partnership with 44 transportation companies that comprise LogistiCare's sub-contracted provider network. I also currently serve as a gubernatorial appointee to Oklahoma's United We Ride council.
Independant ConsultantConsultant
Apr. 2003 - Dec. 2004Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.
Alpha Therapeutic CorporationCenter Director
Oct. 2000 - Apr. 2003Alpha Therapeutic Corporation, Lakewood, CO - Directed and managed the operation of a plasma collection center with a multi- million dollar annual budget and staff of over thirty. Increased profitability by increasing donor volume and decreasing operating costs. Was directly responsibly for strategic planning, customer service, public relations, and business forecasting. Continuously monitored current good manufacturing practices (CGMP). Strong employee and client relation skills including the supervision of on-site physicians. Proven ability to train and coordinate staff and operations managers. Defined and closely monitored short and long-term goals and objectives for the center. Interviewed and evaluated job applicants. Built solid management team to accommodate rapid center growth. Thorough knowledge of computer information systems and marketing strategies.
American Medical ResponseManager
Jan. 1993 - Dec. 2000Managed daily operations including three supervisors, four relief
supervisors, 160 line level employees and over 2.5 million dollars in
assets. o Evaluated internal and external "key performance indicators" o Directed and supported supervisors to maintain consistency in employee recognition, coaching, and discipline. o Interfacing with local union, resolved issues and grievances, avoiding any issue from reaching arbitration.
o Local Safety Officer tasked with safety investigations, reporting,
review and safety program over site at the local level. o Interfaced with our communication/call center resolved issues,
created policy, and provided leadership to create inter departmental
synergies.
o Participated in the relocation of our communication/call center to
the operational headquarters.
American Medical ResponseParamedic
Oct. 1988 - Jan. 1993Provided emergency response, treatment, and transportation. o Rapidly assessed a patient's medical condition.
o Administer drugs, defibrillate, and provided advanced airway
management before and during patient transport to a hospital.
United States Marine CorpsNuclear weapons assembly
Jan. 1982 - Oct. 1988Hawaii, United StatesNuclear Weapons Assembler tasked with highly specialized and sensitive responsibilities related to the assembly, maintenance, and disassembly of nuclear weapons. USMC CMS Vault NCO (Communications Security Material System Vault Non-Commissioned Officer) responsible for managing and safeguarding classified communication materials, equipment, and information within a secure vault environment including SAS cookies for nuclear launch. Combat Operations ground combat during wartime or conflict situations. Use various infantry weapons and equipment, including rifles, grenades, and explosives, to achieve mission objectives.
Conduct offensive and defensive operations in various terrains, such as urban, jungle, desert, or mountain environments.
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