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Work Background
Red RiverVice President Operations
Oct. 2022 - Oct. 2024United StatesLed strategic supply chain operations, procurement, logistics, and order management for a $130M inventory portfolio, driving DTC fulfillment & tech-enabled initiatives. • Developed a centralized integration hub, enhancing scalability and DTC fulfillment capabilities.
• Increase warehouse throughput by 200% by applying lean manufacturing methodologies which decreased turnaround time by 50%.
• Drove $68M reduction in aged inventory, streamlining supply chain, sales, and legal collaboration.
• Converted $1.5M in Supply Chain labor expenses from overhead to self-funded revenue by standardizing and scaling integration services, including custom imaging, hardware integration, inventory management, lab management, and rack solutions.
• Executed warehouse expansion strategy (9,000 sq. ft.), reducing COGS by $1M and increasing service adoption.
• Partnered with BI teams to develop Power BI dashboards tracking inventory, order management, production, and supplier KPIs, boosting on-time delivery by 80% and reducing aged inventory by 70%.
• Recruited and developed critical procurement & order management talent, reducing onboarding time by 50%.
• Standardized procurement operations and implemented a tiered supplier strategy, reducing supplier complexity and achieving a 50% reduction in supplier spend.
• Partnered with Accounts Payable to streamline invoice reconciliation, mitigating $13M in supplier overbilling.
• Developed supplier performance scorecards and evaluation tools, driving improvement in SLA adherence and a 75% acceleration in RMA completions.
• Instituted performance-based RFP processes and onboarding protocols to ensure vendor alignment with quality, sustainability, and operational goals.
• Established ISO-compliant SOPs and quality systems for procurement and inventory control in regulated, high-compliance environments.
• Transformed procurement team into a high-performance, accountable function focused on delivering cost, quality, and service outcomes.
World Wide TechnologyDirector Global Operations
Jan. 2020 - Sep. 2022Austin, Texas, United StatesDirected a global team of 200+ employees across materials planning, procurement, logistics, and invoicing, ensuring seamless fulfillment of global DTC & manufacturing retail clients. • Rebuilt a 75,000 sq. ft. warehouse in 12 days post tornado, during COVID-19 lockdowns, coordinating remotely with facilities, risk management, landlord, and legal, ensuring $11M in continued operations
• Optimized operations in Poland and Amsterdam recruiting critical resources, increasing satisfaction from 83% to 94%.
• Developed and implemented comprehensive COVID-19 protocols and operational procedures, including deep cleaning, mask mandates, distancing measures, employee benefits, and reporting systems, ensuring employee safety and maintaining 24/7 global operations with minimal positive cases.
• Unified planning, warehouse, and billing teams globally, achieving $500K in cost savings and a 10% efficiency boost.
• Led a global supply chain restructuring, reducing headcount while improving services levels by 10%
HID GlobalDirector, Americas Customer Care
Dec. 2016 - Oct. 2019Austin, Texas AreaDirected 4 managers and 50 employees in high-volume customer care organizations in North & South America providing order processing, order management, renewals, inbound inquiries, return material authorizations, and escalation management. Key Contributions
▪ Revamped the customer care environment to foster ergonomic collaboration and improved efficiency, leading to a 20% increase in knowledge transfer while reducing average call times by 10 minutes monthly.
▪ Spearheaded comprehensive departmental advancement efforts that resulted in a remarkable increase of 50% in overall performance metrics and improved customer satisfaction as reflected by exceeding NPS (Net Promoter Score) goals set at 50.
▪ Established automated systems using Salesforce technology in the US & Brazil which allowed for precise tracking & management 6000+ monthly inbound inquiries with an abandon rate at less than 5%.
Managed customer success, order management, and DTC support operations across the Americas, managing a 50-person team to enhance customer retention and service efficiency. • Grew customer service department by 50%, achieving a best-in-class NPS (Net Promoter Score) customer service satisfaction goal of 50.
• Automated Salesforce CRM operations, streamlining 6,000 monthly inbound inquiries and reducing response times. • Designed an ergonomic, collaborative workspace, improving knowledge transfer by 20% and reducing call times by 10%.
Melissa Timm, Director of OperationsDirector of Operations
Feb. 2015 - Oct. 2016Phoenix, Arizona AreaDirected 4 managers and 100 employees in a CLIA certified lab operation including warehouse, receiving/shipping, medical couriers, Call Center, and fleet. Negotiated real estate contracts, requiring specialized terms for a specific, spa-like, lab testing facility. Key Contributions
▪ Streamlined existing call center operations to improve staffing, scheduling, utilization efficiencies, and tier structure, resulting in a 10% decrease in quality issues and HIPAA occurrences with a 90%+ SLA performance.
▪ Enhanced logistics and receiving infrastructure for large scale deliveries of consumables and CLIA lab equipment, including the implementation of a distribution center resulting in a 20% increase in on time delivery.
▪ Introduced an inventory management system, part numbering system, & shelf-life tracking, which drove a 40% inventory accuracy of lab supplies, equipment, and fixtures by instituting an inventory management and part numbering system.
DellDirector of Operations
Feb. 2013 - Feb. 2015Austin, Texas AreaDirector of Operations
Leadership of a global operations team, executing end-to-end custom factory processes for a $400M custom services portfolio. Implemented end-to-end global solutions from, client interaction, sales, manufacturing, and aftermarket services. Key Contributions
▪ Transitioned manufacturing from the last remaining Dell US-based factory to a 3rd party vendor by replicating 4 production lines, kitting, high dollar value inventory cages, burn racks, receiving, boxing, & shipping with zero downtime & 95% on time delivery.
▪ Established lean manufacturing practices and partnerships with domestic and international 3rd party vendors, resulting in a 10% increase in productivity and customer experience.
▪ Standardized global planning and fulfillment of standard, custom, packaging, and consigned parts, leading to an 80% improvement in customer SLAs.
DellProduct Line Consultant, Marketing
Jan. 2012 - Dec. 2013Austin, Texas AreaSourced and implemented a 3rd party vendor to support new services, while managing IT requirements and roadmap priorities. Successfully defined concept development strategy for SaaS offerings, IT roadmap, and help desk capabilities for end-user computing customers and automated integration with 3rd party vendors. Key Contribution
▪ Created a business case to offer a data recovery and help desk service program, with $500K in annual revenue generation; strategic thinker and tactful communicator.
DellSenior Manager, Product Management
Jan. 2011 - Dec. 2012Austin, Texas AreaImplemented an Asian channel discount pilot yielding a 54% increase in midmarket attach rate. Directed a $2.1M fiscal budget and headcount requirements for the product management organization. Headed a $2.5M SaaS budget used for the successful deployment of sales and service delivery tools. Key Contributions
▪ Led global launches of 9 new service offerings with a 3-year projected revenue of $866M and 54% margin.
▪ Instituted Premium Phone Support Services with a 130% performance to business case attach rate.
DellProgram Manager Consultant
Jan. 2008 - Dec. 2011Austin, Texas AreaEstablished processes that were utilized as best practice standards for Deployment and Support Service Group Developed the playbook for engaging and developing partner-based capabilities. Onboarded vendors for hard drive data recovery services. Key Contribution
▪ Created 9 SaaS offerings across various enterprises and segments, with a projected revenue of $300M.
DellSenior Manager Enterprise Technical Support
Jan. 2005 - Dec. 2008Austin, Texas, United StatesManaged a team of technical support representative in the Austin, Idaho, and Oklahoma call centers. As well as managed the team of Call Directors who were responsible for routing calls to the appropriate teams.
DellArea Manager, Manufacturing
Jan. 2003 - Dec. 2005Austin, Texas AreaKey Contributions
▪ Responsible for managing Materials Organization which included 7 Managers and ~150 associates.
▪ Improved inventory accuracy by 10 points to 97%.
▪ Led successful reduction in resources and teardown inventory by $1.1M.
▪ Leadership of Receiving & MRB teams to minimize headcount by 50% and improve inventory goals by 150%.
▪ Strategic planning of Receiving, RAM, RMA, Boxing, and Kitting teams resulting in a $2 cost per box reduction.
▪ Developed new initiatives to provide world class Customer Experience with an improvement of 11% year over year.
DellBuyer/Planner
Jan. 2000 - Dec. 2003Austin, Texas Area▪ Responsible for planning and sourcing of external peripherals and bulk print material.
▪ Deployment of manufacturing line in new Merge Center reducing shipping lead times for customers.
▪ Led print & cable RFQ’s resulting in $12M annual savings & 25% reduction in print & cable suppliers.
▪ Leadership of procurement activities in remote manufacturing facilities during critical shortages and end of quarters.
▪ Provided New Product Introduction support for Engineering and R&D groups.
Data GeneralBuyer/Planner
Apr. 1999 - Apr. 2000Raleigh, NCResponsible for the planning and sourcing of data & power cables to support production in global manufacturing facilities
Micron TechnologyBuyer/Planner
Apr. 1997 - Apr. 1999Raleigh, NC▪ Responsible for the planning and sourcing of PCBA sub assembly components
▪ Managed supply chain activities directly related to specific high profile customers.
Ventana PublishingInside/Outside Sales
Jan. 1996 - Dec. 1997Raleigh, NCResponsible for meeting Sales quotas for the South East Region which included Georgia, Alabama, Florida, North & South Carolina.
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