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Work Background
Optimum Business SolutionsDirector of Operations
Oct. 2024 - Apr. 2025United States• Developed and employed operational strategies to drive growth and profitability, while maintaining high standards of client satisfaction. • Oversaw operations and management teams to implement business strategies, plans and procedures. • Assisted in the sale of the company’s solution packages based on the marketing plan to attain the annual revenue goal of $500,000. • Created and updated company policies and procedures as the company continues to establish itself in the consulting space. • Gathered feedback from clients and employees to evaluate current company policies and procedures.
CBM Property Services, LLCVP of Operations
Jan. 2013 - Oct. 2024Bridgeport, PA• Responsible for the strategic growth of the organization and continuous management of our existing clients while fostering relationships with new clients. • Implemented real-time and long-term changes that impacted the strategic direction of the company, especially around profitability and growth. • Expanded annual gross revenue from under $1M to over $3M within two years by driving sales to new and existing clients and strategically growing market reach through internal team expansion and enhanced subcontractor coverage. • Delivered and executed all operational procedures, functions and supervision of both internal personnel and subcontractors engaged in property preservation. • Employed new or enhanced operational procedures and organizational functions that promoted sound internal controls to mitigate regulatory, financial and operational risks. • Consulted, advised and provided guidance to property preservation teams in the field to properly complete work in the most efficient and effective manner, while focusing on continuously improving each process.
VanguardLine Manager
Mar. 2010 - Dec. 2012Malvern, PA• Managed supervisors for three separate multi-site business segments, including high net worth clients, totaling 90 employees. • Developed and implemented an asset retention strategy prior to retirement, surpassing a $1.9B company-set goal by achieving $3.4B in retained assets within one year. • Led and developed diverse groups balance the goals of the client, the individual and the enterprise. • Selected and hired highly competent internal and external performers to build successful teams. • Analyzed workflows while identifying gaps and trends that created inefficiencies. • Implemented new solutions and procedural changes that improved overall effectiveness. • Provided high level technical support and expertise regarding the financial services industry, Vanguard services, products, funds, and FINRA regulations.
VanguardContact Center Operations Manager
Sep. 2007 - Mar. 2010Malvern, PA• Governed resource allocation for over 600 contact center associates including scheduling, call traffic management, and business contingency activities to optimize service objectives. • Ensured that short and long-term forecasts and staffing analyses were being utilized to optimize service objectives. • Managed operations team across 2 locations to ensure effective resource utilization. • Mentored and coached team members, resulting in 12 promotions over the course of 2.5 years. • Implemented contingency programs for additional coverage when necessary to meet Daily Service Level Goals. • Maintained vendor relationships, monitored systems and communicated all system issues. • Facilitated Disaster Recovery Tests and made enhancements based on testing results. Developed test plans for new systems and documented results. • Sponsored multiple committees and teams to drive business results focuses on efficiency, improving crew morale, fostering diversity awareness, and encouraging corporate sponsored volunteerism.
VanguardCall Center Supervisor
Jul. 2005 - Sep. 2007Malvern, Pennsylvania, United States• Led a team of 10-15 Communication Associates in the high net worth unit at Vanguard, focusing on organizational goals and cross-divisional workflows. • Developed employees for current roles and future career advancement, fostering a culture of growth and excellence.
VanguardQuality and Compliance Administrator
Feb. 2004 - Jul. 2005United States• Increased the quality and accuracy of problem resolution by analyzing existing workflows. Identified opportunities to enhance operation efficiencies regarding process and/or service improvements. • Developed initial quality control measuring system, metrics and dashboard for reporting to staff and management. • Supported the department’s compliance standards and initiatives by performing compliance audits.
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