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Work Background
TheOperators.peThe Operators Member
Jun. 2025
Gold Medal PoolsVice President, Service and Maintenance
Oct. 2022 - Mar. 2025Dallas-Fort Worth MetroplexRecruited to drive growth strategy for PE-backed company with mandate to grow 5X in 18 months. Oversaw 170 service staff plus 10-person call center. • Turned around EBITDA +34%, from -17% to +17.2%, and increased YOY gross margin 25% by introducing variable pricing to address market needs and optimize technician pay.
• Boosted revenue of Service and Maintenance division from $7M to $20M in 2 years by restructuring pay and benefits, incentivizing better work habits, establishing KPIs, and creating a culture of quality.
• Built bridges across teams and won buy-in for new processes across 10+ acquired companies, establishing standardized quality processes and restoring trust and morale across staff and accounts.
• Reduced employee turnover by 50% while increasing performance and compliance through implementation of new training program for residential maintenance techs plus ongoing all-hands meetings and daily huddles.
• Cut overhead 20% ($132K/year) by restructuring warehousing and ordering processes and reducing staff redundancies, designing an organizational structure capable of supporting the business’ growth goals. • Led S&M due diligence leading to the acquisition of an additional 1,000 service and maintenance accounts.
• Reduced customer churn from 25% annually to a run rate of 18% or 1.6% monthly by leading implementation of new CRM (HubSpot and AirCall) as part of the redeployment of the customer service team.
Gold Medal PoolsVice President Customer Service Operations
Oct. 2022 - Mar. 2025Dallas-Fort Worth Metroplex
ChiefCHIEF Member
Jun. 2022
PowerhouseVice President, Operations
Aug. 2021 - Sep. 2022Dallas-Fort Worth MetroplexRecruited to replace underperforming leader, revitalize team performance, and aggressively grow business through reoccurring revenue. Owned operational and financial results of PE-backed multi-site, commercial Facilities Maintenance Division with 102 staff (field technicians, analysts, subject matter experts, customer service representatives, and operations leaders). • Executed on mandate to increase Facilities revenue from 30% to 70% of total company revenue; grew revenue 33% to $75M and increased margin 17% through organic and new client growth.
• Led integration of 2 acquisitions that added 15 staff and $10M annual revenue.
• Elevated team expertise by spearheading restructuring of account management function by verticals, enabling more collaboration and knowledge sharing.
• Improved service delivery quality and timeliness by implementing strategic preferred vendor program to deepen our network of trades.
PowerhouseVice President Customer Operations
Aug. 2021 - Sep. 2022Dallas-Fort Worth Metroplex
C&C Ingenieria y ProcesosSenior Principal Consultant
Aug. 2020 - Jul. 2021Dallas-Fort Worth MetroplexDirected proposal for $3M contract with the Bolivian government to audit a cement factory as part of a capital investments expansion strategy. • Managed a multidisciplinary team to conduct technical, financial, and legal reviews of $297M in capital assets. • Secured a $3M contract to recommission production line and increase plant capacity 30% in response to increasing demand.
VixxoVice President, Customer Experience
Jul. 2017 - Mar. 2020Dallas-Fort Worth MetroplexOwned operations-facing IT platforms for technology-driven facilities management company, improving customer satisfaction, consolidating service centers, and rolling out QA programs across a global team of 700 FTEs. Reported to C-suite on IT development budget and ROI. • Increased customer satisfaction scores by 25% as leader of business insights for $1B client portfolio; analyzed client feedback data to create and execute initiatives.
• Shaped product strategy as SME during engagement to develop a new customer app; conducted design and usability studies with all user populations (corporate users, service providers, store personnel) to align products with emerging needs of clients.
• Reduced annual operational costs by over $2M by chairing a cross-functional team of 15 members to execute the service center geographical consolidation.
• Improved quality scores 5% and reduced attrition 3% by rolling out new quality assurance program for 700 domestic and international service center staff.
VixxoVice President Customer Experience
Jul. 2017 - Mar. 2020Dallas-Fort Worth Metroplex
VixxoAccount Executive, Retail
Dec. 2012 - Jun. 2017Dallas-Fort Worth MetroplexLed staff of 70 in new client implementation, contract renewals, and account growth for 5,000 client locations and over 15,000 transactions per month in United States, Canada and the Caribbean. Managed annual revenue for $60M for accounts including Helzberg Diamonds, Verizon Wireless, and Payless ShoeSource. • Generated $150M revenue by successfully negotiating 5-year contract extension and expansion of services for Michaels account.
• Improved uptime by 10% while reducing operational costs $500K per year by developing predictive analytical strategies for capital equipment, including asset information and performance data for replace vs. repair decisions.
• Executed account penetration and expansion strategies with new and existing clients, increasing revenue-per-account through project management offerings (RTU replacements, bathroom remodels, seasonal resets, flooring conversions).
VixxoRetail Account Executive
Dec. 2012 - Jun. 2017Dallas-Fort Worth Metroplex
FM Facility MaintenanceHead Of Human Resources
Apr. 2011 - Nov. 2012Hartford, Connecticut, United States• Transformed the HR Department from an outsourced contractor model into an in-house team with a nimble HR culture to respond to the exponential growth.
FM Facility MaintenanceAccount Manager, Convenience Stores
Nov. 2008 - Mar. 2011Hartford, Connecticut, United States• P&L leader for $120M ExxonMobil account with 2,200 locations.
• Rolled out $5M nationwide general contractor program, onboarded 7-Eleven account, and developed an analytical model that reduced service callbacks by 37%, leading to annual savings of $200K.
FM Facility MaintenanceSenior Business Analyst, Convenience Stores
Sep. 2005 - Oct. 2008Hartford, Connecticut, United States
American ExpressEngineer, Service Engineering Group
Dec. 2004 - Jul. 2005Plantation, Florida, United States
UPSEngineer, Management Trainee
Apr. 2004 - Nov. 2004Deerfield Beach, Florida, United States
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