Cianne Thomas
Rockville,MD
Summary
Operations Leader experienced in directing workforce, fleet, and warehouse functions within growth-focused service organizations. Accountable for operational performance, regulatory compliance, cost control, and enterprise account stability during periods of acquisition and system transition. Trusted to drive accountability, protect margin, and implement process improvements that strengthen organizational performance.
Overview
10
10
years of professional experience
Work History
Operations Manager
Patriot Shredding/Vital Record Control (Aquired)
Rockville, MD
08.2022 - Current
- Directed end-to-end operations across fleet, warehouse, and administrative functions, overseeing workforce of up to 25 employees
- Accountable for daily route profitability, labor allocation, and service performance across field operations
- Led full fleet management program including maintenance oversight, compliance tracking, safety monitoring, and downtime reduction
- Oversaw inbound/outbound warehouse operations, inventory accuracy, and revenue-generating raw material resale processes
- Served as executive point of contact for largest enterprise ITAD client (CareFirst), managing performance reviews and issue resolution
- Owned annual NAID recertification and audit preparation, ensuring sustained HIPAA compliance and regulatory adherence
- Leveraged Samsara telematics and operational data to improve safety accountability and reduce organizational risk
- Analyzed revenue reports and KPIs to identify performance gaps and implement corrective action plans
- Managed workers’ compensation and vehicle accident claims, mitigating financial exposure and ensuring documentation compliance
- Designed and enforced SOPs to standardize workflows, increase accountability, and improve operational consistency
- Led onboarding, training, and workforce transition efforts during company acquisition and system migration
Operations Manager
495 Garage Door
Silver Spring, Md.
12.2018 - 07.2022
- Led daily field operations and dispatch across technician workforce, driving service efficiency and customer retention
- Implemented sales-support operational strategies that increased revenue and secured partnerships with major manufacturers
- Negotiated vendor contracts, achieving cost savings of approximately 10%
- Integrated new operational systems to maintain service continuity during pandemic-related disruption
- Managed insurance claim cost analysis and provided budget oversight recommendations
- Conducted workforce planning, hiring support, and performance evaluations
- Performed root cause analysis on service failures and implemented process improvements
Call Center Dispatcher
495 Garage Door
Silver Spring, Md.
05.2017 - 12.2018
- Coordinated schedules of field technicians.
- Effectively managed a high volume of inbound and outbound calls, 75-150 calls per day.
- Acknowledged and resolved customer’s service and/or product complaints.
- Created a paperless digital system for office files.
- Initiated employee policy and procedures handbook as well as new employee training guide.
- Established long-term relationships with customers by exceeding customer service expectations.
- Dispatched and monitored field technicians for completion of assignments.
Front Desk Associate
Metropolitan Equipment Group
Gaithersburg, Md.
10.2015 - 04.2017
- Greet guests with a positive attitude.
- Continued upkeep of visitors lounge and shared office spaces.
- Ensured staff mail was opened, logged, and distributed daily.
- Screened and directed all calls to the appropriate person.
Education
Google UX Design -
Coursera
Montgomery College-Takoma Park
Skills
- Operations Management
- Fleet & Logistics Oversight
- Warehouse Management
- Process Improvement & SOP Development
- KPI Tracking & Performance Analytics
- Revenue Reporting & Operational Forecasting
- Compliance (NAID, HIPAA)
- Risk Management & Insurance Claims
- Enterprise Account Management
- System Integration & Migration
- Employee Training & Workforce Development
- Safety & Telematics Monitoring (Samsara)
- Cross-Functional Leadership
- Data Validation & Operational Auditing
Timeline
Operations Manager
Patriot Shredding/Vital Record Control (Aquired)
08.2022 - Current
Operations Manager
495 Garage Door
12.2018 - 07.2022
Call Center Dispatcher
495 Garage Door
05.2017 - 12.2018
Front Desk Associate
Metropolitan Equipment Group
10.2015 - 04.2017
Google UX Design -
Coursera
Montgomery College-Takoma Park