CAREER SUMMARY
Business Operations Manager known for turning ambiguity into action. Finished 3.5 years of college in 11 months. Ready to bring that relentless focus, intelligence, and urgency to high-growth, high-impact process optimization. Once herded a llama mid-consulting call without breaking stride.
MILESTONES & KEY ACCOMPLISHMENTS
- Drove a 32% increase in stakeholder alignment by developing strategic communication frameworks and engagement cadences, driving scalable cohesion across a 100+ franchisee network and contributing to an estimated business valuation of $25,000,000.
- Increased operational efficiency by 20% through process optimization and workflow automation, saving an estimated 2,080 hours and $2,700,000 in annual salary costs.
- 55% drop in customer complaints and 40% increase in positive online engagement by leading root cause analysis and implementing customer experience improvements grounded in Six Sigma
- 50% reduction in administrative workload by streamlining cross-functional workflows, automating milestone tracking, and building scalable internal reporting frameworks.
CORE SKILLS & COMPETENCIES
Skills: Operational Strategy & Execution • Process Optimization & Workflow Automation • Cross-Functional Program Leadership • KPI Development & Reporting Frameworks • OKR Alignment & Business Cadence • Strategic Communication & Stakeholder Engagement • Organizational Change Management • Conflict Resolution & Team Health • Project Ownership & Execution Agility • CRM Implementation & Tech Stack Integration • Lean, Six Sigma & Continuous Improvement Initiatives
Tools & Tech: Power Automate • Monday.com • Microsoft Dynamics 365 • Google Workspace • Salesforce • OKR Dashboards • CRM and LMS Platforms
PROFESSIONAL EXPERIENCE - Remote
BUSINESS OPERATIONS CONSULTANT - McDun Services 07/2024 – Present
Partnered with small business owners to drive process efficiency, visibility, and scalability.
- Strengthened operational efficiency by 15% through automated reporting workflows that ensured seamless data continuity during team turnover, and protected customer experience quality.
BUSINESS OPERATIONS MANAGER - The UPS Store Area Office 01/1998 – 07/2024
Grew from admin assistant to director of operations supporting 100+ partner sites. Served as strategic partner to executives, translating vision into actionable plans, driving cross-functional initiatives, and scaling organizational growth.
Operational & Change Management Leadership
Led strategic planning and quarterly business reviews, using data-driven analysis and stakeholder alignment to inform $25,000,000+ in performance decisions, budgeting, and growth strategies.
- Drove major operational transformation initiatives, achieving 20% sales growth while leading a multi-state technology migration from 0 to full-scale
Program Manager, Sales & Operations
Executed scalable local marketing by streamlining planning and aligning cross-functional efforts across marketing, operations, and support.
- Decreased ramp-up time by 30% through redesign of sales and partner enablement programs, accelerating onboarding and boosting stakeholder engagement.
- Owned mission-critical, cross-departmental initiatives with 98% on-time delivery across 60+ simultaneous projects, leveraging Theory of Constraints and stakeholder mapping to drive alignment and execution at scale.
Leader & Stakeholder Alignment
Coached business leaders through natural disasters, public backlash, and legal challenges while guiding cross-functional efforts to strengthen strategy, reputation, and partner trust across 100+ locations.
- Aligned 100+ partners and 13 internal stakeholders by translating executive priorities into scalable playbooks, maintaining confidentiality during sensitive operational transitions.
- Reduced customer complaints by 55% and improved online engagement by 40% through execution of root cause analysis and Six Sigma improvements in customer experience workflows.
Training & Development
Consulted with leaders and frontline staff to adopt unfamiliar systems with confidence, turned “I’m not techy” into “I’ve got this.” Served as the go-to when the tools failed or fear took hold.
- Elevated training completion from 40% to 96% by implementing train-the-trainer programs that boosted team performance and leader engagement.
- Partnered with 75+ adult learners across underperforming units, improving digital adoption and strengthening operational consistency.
Process Optimization & Efficiency Gains
- Identified and deployed operational models generating $216,000+ in savings, scaling remote operations and enhancing agility through Lean communication practices and streamlined workflow strategies.
- Secured $200,000 in annual award compensation and increased compliance by 30% through a Quality Assurance framework built to improve consistency and cross-functional transparency.
Crisis Initiatives
- Enhanced business owner engagement by 15% and drove double-digit revenue growth by launching weekly leadership huddles focused on strategy, alignment, and morale during market disruptions.
EDUCATION & CERTIFICATIONS
Bachelor of Science in Management, Summa Cum Laude - University of Phoenix 2025
PMP Certification, 3975683 - Project Management Institute (PMI) Valid through 11/2027
AI for Project Managers - Project Management Institute (PMI) 2024