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Work Background
SafetynetVice President of Operations
Apr. 2021 - Nov. 2025United States, AlbuquerqueManaged a multi-year contract, awarded by the states of New Mexico and Montana to offer driver’s licensing, vehicle registration, inspections, and titling services- at no cost to either state. Collected a combined total of $20M in state fees with a processing error rate less than six percent in a four-year period.
Served as a member of the Senior Executive Leadership Team (SLT)- managed three Director of Operations, fourteen managers, two TSA sites and two call centers. Traveled 50 percent of the time across two states- New Mexico and Montana
Led expansion team across the state of Montana; opened two more stores during my tenure- Bozeman (2021) and Great Falls (2024). YOY- Bozeman is the most profitable of all five Montana locations, averaging $75-80k in revenue per month.
Oversaw $12M P&L -managed budgets and operating costs.
Drove gross margin improvement through effective labor management found wasteful operating costs and new streams of revenue- kept gross margins at sixty to seventy percent annually.
Maintained all administrative and operational functions including driver’s licenses, vehicle registration, and the collection of state fees, for the states of Montana and New Mexico.
Used contract management software to streamline workflows- Workday and Concord
Co-managed contract renewals, addendums, and renegotiations – efforts led to six-year extension in New Mexico- Montana was still in its first award period when company dissolved.
Created a new stream revenue by offering driving tests as appointments and walk-ins. Sought permission from the state of New Mexico and Montana to create a road test route. Efforts created $200k of added revenue in a 12-month period and a total of $800k in a four-year period.
Managed two call centers with ten agents across both states. Implemented cross-training and transaction processing for all agents. Efforts led to an increase in revenue by 10 percent YOY and reduced call center turnover.
TSA/Identgo/Idemia- co-wrote RFP to gain contract. Established TSA centers within our Safety Network stores, to process TSA Pre-Check, TWIC Cards, and Hazmat certification – Added $200k of low-labor cost revenue in a four-year period.
Oversaw budget management including labor, benefits, supplies, company assets, capital investments, depreciation, maintenance, and repair, and third- party contracts.
Found key risk indicators (KRIs) by conducting internal audits or compliance checks, mishap tracking, and near-miss reporting. Assigned risk owners for each risk event to ensure accountability and progress
Created and sustained an effective network of contacts in the targeted business markets to include State agencies and secondary business partners such as driving schools, emissions, and smog- check service providers, car dealerships, and courier businesses.
Private ClientDirector of Operations, Compliance and Customer Service
Aug. 2017 - Feb. 2021United States, Dallas Managed fourteen Operations Managers, seven Customers Service Representatives and three call center agents, across six states.
Responsible for P&L accountability, including budgeting and managing operational expenses and vendor contracts
Sole Administrator for five CRMs and LMSs. Created all accounts, training modules, and scorecards.
Submitted annual budget, monthly forecasts and financial information on schedule and as needed.
Created and lead cross-functional teams, improving performance monitoring/QA and KPI's. Efforts increased recent sales, cross sales, add-on, and retention by 37 percent in 2020.
Ended Sale Programs which prepaid Sales Executives commissions for appointments instead of verified sales. Efforts ended prepaid program which cost the company an average of $1.6 M each year
Developed audit programs that compare historical customer satisfaction data to current customer service metrics.
Created referral programs and incentives which added two percent customer increase and customer retention by seventeen percent in 2020.
Created a Customer Retention Plan to find customers that could experience monetary loss due to COVID-19. Efforts minimized customer loss by twenty-two percent over six months.
Ensured team members receive prompt and proper training and development using a supportive and collaborative approach.
Created a salary improvement program that increased the wages of employees below the average median for Dallas County. Efforts increased morale, reduced, call-ins and employee retention.
Managed newly bought holiday lighting (2019), pool, and lawn care companies (2020)
Prepared all acquisition documentation, including cost estimates cost/benefit analyses and analysis of alternatives, acquisition plans, development of solicitation packages, and preparation of supporting acquisition documentation
City of Carson, CaliforniaCommissioner, Veteran Affairs
May. 2013 - Nov. 2021United States, CarsonDevelops strategic partnerships with businesses, local municipalities and governments, nonprofit organizations, community organizations and stakeholders to provide employment and training opportunities to neighborhood residents
Develops programmatic logic models and work plans for daily operations, create and maintain programmatic design for career readiness curriculum and career tracks for participants
Offers recommendations to the city council and the Mayor regarding the problems, interest and needs of veterans.
Makes recommendations to the Mayor and the Board of Supervisors concerning the coordination of economic development, healthcare and social services programs as they relate to veterans who are residents of the city. Acts as an advisor to the city council and the director of Recreation and Community Services in all matters pertaining to veterans’ issues
United States Air ForceHuman Resources Manager
Jan. 2000 - Aug. 2021United States, Fort WorthAdvisor to leadership on organizational and HR-related issues: performance management, employee relations, change management, talent acquisition, training, and engagement to promote and support a high-performance culture
Conducted new employee orientation and induction programs to ensure a smooth onboarding process.
Conducted exit interviews, analyzed data, and made recommendations to the management team for corrective action and continuous improvement.
Monitored unemployment claims by reviewing petitions; substantiating documentation; and responding to all claims in compliance with state and federal laws.
Implemented and track strong employee relations and retention, AA/EEO compliance and labor relations plans.
Ensured compliance with all applicable federal, state, and local laws and regulations relating to fair employment practices, employee safety, and health, as well as company policies and procedures to include I-9 preparation and audits.
Maintained learning and development through professional networks, seminars,"Train the trainer" workshops, conferences, and reading trending journals, articles, and books.
Provided information to current and prospective employees about company policies, job duties, working conditions, and opportunities for career advancement.
Conducted background credential verifications for potential civilian hires.
Interacted with placement vendors, agencies, and staffing companies to source profiles for various requirements (Vendor Management).
Initiated, and processed personnel evaluations, passports, visas, and the transfer of employment records to new duty stations.
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