TriMark USAService Operations Manager
Feb. 2014Houston, Texas, United StatesTriMark USA Houston, TX | 2013–Present Service Operations Manager | 2021–Present
Directed field service operations across 12 states supporting national and regional chain accounts. Led and developed a team of 8–10 dispatchers overseeing multi-state technician deployment and performance coordination. Oversaw service operations contributing to multi-million-dollar regional revenue performance, including $2.3M in profit in February 2026. Designed and implemented standardized service procedures to improve workflow efficiency, technician utilization, and cross-functional alignment. Partnered with service managers, technicians, sales, and finance teams to align pricing strategies with margin and operational objectives. Monitored SLA compliance and technician productivity metrics, identifying performance gaps and driving operational improvements. Served as primary escalation point for national accounts, strengthening customer retention and issue resolution effectiveness. Supported preventative maintenance program expansion and startup/final connection pricing initiatives to drive service growth. Utilized GE, ServiceChannel, ResQ, ServiceNow, Ecotrak, and Microsoft 365 to track, analyze, and report operational performance. Lead Dispatcher | 2016–2021
Dispatcher | 2014–2016 Promoted through multiple operational roles over a 12-year tenure, expanding leadership scope and regional oversight across multi-state service operations.
