Chloe Gilbert
Orlando
Summary
Results-driven VP of Operations passionate about building strong teams, fostering collaboration, and delivering outstanding client experiences. Experienced in HR, performance management, and cross-department leadership, with a proven record of driving revenue growth and operational efficiency. Recognized for inspiring teams, strengthening relationships, and providing strategic guidance that supports long-term business success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
VP of Operations
Milestone Reporting Company
Orlando
02.2024 - Current
- Oversee 160+ employees and 20+ independent contractors across Florida and Georgia.
- Manage all HR functions, including health, dental, and disability benefits; 401(k) enrollment; hiring, onboarding/offboarding, terminations, payroll (employees and ICs), performance reviews, promotions, and disciplinary actions.
- Provide leadership and oversight for all departments and department heads, including production, transcripts, scheduling, marketing, court reporting, and video production.
- Ensure high-quality work, strong communication, and timely responsiveness across teams.
- Prepare, review, and adjust client invoices for court reporting services.
- Lead quarterly and monthly manager meetings, as well as regular employee and court reporter meetings, to strengthen collaboration and communication.
- Manage scheduling, availability, call-offs, last-minute coverage, and operational changes.
- Address employee questions, concerns, performance issues, and workflow bottlenecks.
- Troubleshoot production delays, quality issues, departmental challenges, and daily operations.
- Respond to client inquiries, special requests, concerns, and preferences.
- Maintain strong relationships with clients, vendors, independent contractors, and employees.
- Ensure compliance with court rules, confidentiality requirements, and ethical standards.
- Develop, update, and implement procedures and training programs to support operational efficiency and staff development.
Director of Operations
Pike Reporting/Great Plains Reporting Company
Denver
03.2023 - 02.2024
- Oversaw 40+ employees across Colorado, Nebraska, and Wyoming.
- Managed HR-related functions, including health and dental insurance administration, hiring, onboarding and offboarding, terminations, annual performance reviews, disciplinary meetings, promotions, and employee payroll.
- Completed daily company billing and invoicing for all service types.
- Managed and paid all company expenses, including rent, parking, employee reimbursements, insurance, data storage platforms, marketing software, and utilities.
- Submitted daily deposits, monitored company spending, and managed financial operations as an authorized account signer.
- Focused on employee retention, client satisfaction, and maintaining high-quality work across all departments and administrative staff.
Director of Client Services
Ohio Reporting Company
Cincinnati
07.2021 - 03.2023
- Led regular team meetings to review client needs, address feedback, and align marketing efforts with service delivery.
- Collaborated closely with sales team to develop and execute effective marketing strategies across multiple cities in Ohio
- Conducted door-to-door marketing and direct outreach to law firms throughout the state of Ohio to expand brand presence and client relationships.
- Represented the company at conventions, luncheons, conferences, and CLE events to promote services, strengthen brand visibility, and build long-term client rapport.
- Analyzed scheduling trends, monthly billings, return on investment (ROI), and client retention to evaluate marketing effectiveness, and identify growth opportunities.
- Managed and updated social media platforms to engage clients, increase brand awareness, and connect with local attorneys and legal administrators.
- Identified new marketing opportunities and partnerships to support business development and market expansion.
Education
Bachelor of Arts - Clinical Psychology
Xavier University
Cincinnati, OH12-2020
Skills
- HR management
- Client relations
- Performance evaluation
- Interdepartmental collaboration
- Operations management
- Finance and accounting oversight
- Team building and motivation
- Revenue growth
- Business leadership
Certification
American Association of Electronic Reporters and Transcribers (AAERT)
Timeline
VP of Operations
Milestone Reporting Company
02.2024 - Current
Director of Operations
Pike Reporting/Great Plains Reporting Company
03.2023 - 02.2024
Director of Client Services
Ohio Reporting Company
07.2021 - 03.2023
Bachelor of Arts - Clinical Psychology
Xavier University