Andrew G. Hedgman Sr.
Garner
Summary
Operations professional skilled at improving customer experience through process optimization, data-driven decision-making, and cross-functional collaboration in B2B, tech-driven environments.
Overview
9
9
years of professional experience
Work History
Operations Analyst (Service Operations)
Conflux Systems (Contractor for Siemens Healthineers)
02.2026 - Current
- Analyze service workflows and capacity trends to support resource planning and avoid service delays.
- Monitor performance metrics and identify opportunities to improve resource utilization and service delivery.
- Collaborate cross-functionally with internal teams to improve operational processes and enhance customer experience.
- Utilize SAP and reporting tools to support service operations and order management workflows.
Program Manager
Gridless Power
08.2023 - 02.2025
- Led cross-functional operational initiatives that improved product reliability by reducing equipment failures by 23%.
- Managed launch and operational support of the gMS remote-monitoring SaaS platform, contributing to a 3x increase in sales growth.
- Oversaw and optimized operational workflows including purchasing, invoicing, logistics, and customer coordination.
- Partnered with engineering and internal stakeholders to identify operational risks and implement data-driven process improvements.
- Supported reporting and business insights initiatives using CRM and operational performance data.
Sales Operations Specialist
Gridless Power
09.2022 - 08.2023
- Coordinated field service operations and customer support workflows while maintaining CSAT scores above 80%.
- Managed enterprise customer relationships, contributing to an 86% retention rate.
- Leveraged HubSpot and reporting tools to generate sales and operational insights.
- Analyzed service trends and support metrics to improve operational efficiency and customer satisfaction.
- Resolved technical support issues with a 95% first-pass resolution rate.
Customer Operations Manager
Last Mile Logistics
08.2019 - 06.2022
- Led a team of 15, improving operational efficiency by 30%.
- Designed and implemented self-service knowledge base resources and operational documentation.
- Optimized logistics workflows, reducing costs by 20% while improving delivery performance.
- Partnered with engineering teams to launch customer tracking tools that reduced churn by 5%.
- Monitored operational KPIs and customer trends to support continuous improvement.
Customer Operations & Logistics Specialist
Last Mile Logistics
09.2017 - 07.2019
- Collaborated cross-functionally to align operational workflows with customer needs and business objectives.
- Improved logistics efficiency and reduced shipping costs by 15% through route optimization.
- Supported transition to a cloud-based logistics platform.
- Managed customer communications and issue resolution while maintaining high service standards.
Education
Bachelor of Science - Business
Full Sail University
Winter Park, FLSkills
- Operations & Customer Experience
- Customer Experience (CX) Optimization
- Process Improvement & Workflow Optimization
- Customer Lifecycle Support
- SLA & KPI Management
- Cross-Functional Collaboration
- Program & Project Coordination
- Resource & Capacity Planning
- Analytics & Systems
- Data Analysis & Reporting
- Operational Performance Metrics
- CRM Administration & Reporting
- Dashboard & Workflow Management
- Process Documentation & Knowledge Base Development
Platforms & Tools
SAP • Power BI • Salesforce • HubSpot • Microsoft Excel (Pivot Tables, XLOOKUP, Reporting) • Microsoft Office • Airtable
Timeline
Operations Analyst (Service Operations)
Conflux Systems (Contractor for Siemens Healthineers)
02.2026 - Current
Program Manager
Gridless Power
08.2023 - 02.2025
Sales Operations Specialist
Gridless Power
09.2022 - 08.2023
Customer Operations Manager
Last Mile Logistics
08.2019 - 06.2022
Customer Operations & Logistics Specialist
Last Mile Logistics
09.2017 - 07.2019
Bachelor of Science - Business
Full Sail University