Claudia Javaid
Medford,NY
Summary
Facilities Operations and Service Delivery leader with 25+ years of progressive experience managing multi-site facilities maintenance, trade services, client operations, vendor networks, and service delivery. Proven track record of building and leading high-performing operations teams, managing complex client relationships, implementing operational systems, improving vendor performance, and establishing cost-control processes. Experienced supporting nationwide operations across the U.S., Puerto Rico, and Canada, including large multi-site portfolios, high-volume work-order operations, compliance, after-hours services, and operational reporting. Currently leadings a 19-person operations and support organization, oversee approximately 825-1,025 work orders monthly, and report directly to the CEO. Strong cross-functional partner to executive leadership, Finance, HR, Sales, clients, and vendors.
Overview
33
33
years of professional experience
Work History
Director of Operations
Siteworks Consulting LLC
Patchogue, NY
08.2022 - Current
- Lead Operations, Compliance, Vendor Relations, and after-hours service delivery for a nationwide facilities maintenance and trade services organization serving approximately 45 clients with portfolios ranging from 25 to 1,700+ sites across the U.S., Puerto Rico, and Canada. Report directly to the CEO and participate in executive-level operational, financial, and business reviews.
- Built and developed the Operations function from an initial 2-person team to 17 full-time and 2 part-time employees, including Senior Account Managers, Account Managers, Customer Service Representatives, Compliance, Vendor Relations, Recruiting, and after-hours support.
- Oversee approximately 8251,025 reactive and recurring work orders per month, managing service delivery, client communication, vendor coordination, follow-up, compliance, and team accountability.
- Oversee a broad facilities maintenance portfolio including plumbing, electrical/lighting, general repairs, painting, locksmith, doors, flooring, landscaping, snow removal, parking lot repairs, roofing, remediation, rebuilding, and cleaning services.
- Lead vendor relationships and compliance across the service network, including vendor coverage, trade capabilities, performance, pricing, and service-level requirements.
- Led implementation of Facil-IT, replacing Salesforce as the primary work-order management platform; oversaw data migration, phased implementation, staff training, and development of company-specific procedures and training materials.
- Managed system implementation with an initial cost of approximately $10,000 and ongoing platform costs of approximately $25,000 annually.
- Improved operational visibility through live work-order lifecycle reporting, SLA and compliance tracking, vendor performance reporting, productivity reporting, recurring-work-order automation, and client/vendor portals.
- Developed vendor performance tracking covering SLA compliance, response times, and first-trip resolution, improving management visibility and accountability.
- Established standardized vendor cost-control practices, including inspection-fee credits on approved work and a one-trip billing policy that limits both client and vendor charges to one trip regardless of the number of visits required to complete a job.
- Established standardized labor rates by trade, vendor pricing structures, material markups, and preferred-supplier practices to improve cost control and consistency.
- Maintain operational responsibility for an annual operating expense base approaching $2 million, including payroll, team-related expenses, system maintenance, and other operational expenditures.
- Conduct weekly operational reviews with the CEO and participate in monthly ownership, HR, Finance, and Sales meetings covering performance, financial matters, escalations, new clients, and business development.
- Lead onboarding of new clients, operational procedures, training, performance management, service delivery, and continuous improvement initiatives.
Director of Operations
Broadway National, LLC
Hauppauge, NY
09.2016 - 03.2021
- Progressed through Account Management, Vendor Relations/Compliance, and Operations leadership roles, ultimately overseeing Service, Call Center, and After-Hours/On-Call functions.
- Built and managed an After-Hours/On-Call operation consisting of 2 Supervisors and 8 Customer Service Representatives, responsible for emergencies, standard, and preventive maintenance services.
- Led service delivery teams supporting client contractual requirements, escalations, customer relationships, and operational performance.
- Developed policies, procedures, and individualized training programs that improved operational consistency, efficiency, and employee performance.
- Managed scheduling, holiday and weekend coverage, escalations, reporting, RFPs, and Quarterly Business Reviews.
- Partnered with Vendor Relations and Vendor Compliance teams to strengthen vendor and subcontractor relationships and improve service delivery.
- Implemented process improvements and operational initiatives focused on employee productivity, retention, service quality, and customer satisfaction.
Vendor Relations / Development / Account Manager
Cintas Managed Solutions
Riverhead, NY
07.2012 - 09.2016
- Managed subcontractor relationships and service delivery for facilities maintenance clients.
- Negotiated vendor and subcontractor pricing and ensured compliance with insurance, legal, and contractual requirements.
- Managed work orders from initiation through completion while maintaining client satisfaction and service-level expectations.
- Identified process improvements and implemented operational changes in coordination with management.
- Served as a primary resource for customers, vendors, and internal teams.
- Managed multiple projects and scopes while coordinating vendors, customers, and internal resources.
Strategic Account Manager
Global Facility Management & Construction
Melville, NY
07.2011 - 05.2012
- Managed multiple client accounts and facilities maintenance projects, coordinating customers, vendors, and internal resources.
- Provided advanced troubleshooting and facilities maintenance guidance for customers and affiliated vendors.
- Negotiated vendor and subcontractor costs and managed work orders through successful completion.
- Developed solutions and process improvements to meet changing client requirements.
- Served as a subject matter resource for facilities maintenance and repair services.
Operations Manager / Facilities Department Manager / HR Assistant Manager
USM / Whelan's International
Norristown, PA
01.2002 - 07.2011
- Progressed through multiple roles from Customer Service Representative to Operations Manager, assuming increasing responsibility for training, program implementation, facilities operations, client relationships, and service delivery.
- Managed high-value national client accounts including Coach, Home Depot, Williams Sonoma, and J.Crew, as well as janitorial and trade services for The Gap, Banana Republic, and Old Navy locations.
- Supported national and international clients across the U.S., Puerto Rico, and Canada.
- Designed and implemented system and safety training programs for approximately 500 employees.
- Standardized hiring practices including job fairs, advertising, background checks, and drug-testing initiatives.
- Led employee development, performance management, conflict resolution, and retention initiatives.
- Managed service delivery teams to achieve contracted client performance requirements.
Store Manager
Paradise Bridal
Patchogue, NY
01.1994 - 01.2002
- Progressed from entry-level employee into management, ultimately supervising a 25-member team.
- Managed scheduling, payroll, inventory control, multiple departments, marketing, and day-to-day store operations.
- Led employee performance, customer service, and operational activities.
Education
Professional Human Resources Management Certificate Program -
St. Joseths College
Patchogue, NY01-2008
Bachelors Degree Equivalent - Business Administration
Quindio University
Colombi, South America01-1992
Skills
- Facilities & Operations Management
- Multi-Site Service Delivery
- Strategic Account Management
- Service-Level Management
- Vendor negotiation
- Compliance & Risk Management
- Work Order Management
- Advanced Work Order Management
- Systems Implementation
- Process Improvement
- Performance Management
- Budget & Cost Control
- Client Relationship Management
- Emergency operations
- Data Analysis Tools
- Digital Engagement Platforms
- Integrated Service Platforms
- Performance tracking
- Team Building & Leadership
- Staff Training & Development
ADDITIONAL INFORMATION
- Bilingual: English and Spanish
- Facilities Maintenance & Trade Services
- National & Multi-Site Facilities Operations
Timeline
Director of Operations
Siteworks Consulting LLC
08.2022 - Current
Director of Operations
Broadway National, LLC
09.2016 - 03.2021
Vendor Relations / Development / Account Manager
Cintas Managed Solutions
07.2012 - 09.2016
Strategic Account Manager
Global Facility Management & Construction
07.2011 - 05.2012
Operations Manager / Facilities Department Manager / HR Assistant Manager
USM / Whelan's International
01.2002 - 07.2011
Store Manager
Paradise Bridal
01.1994 - 01.2002
Professional Human Resources Management Certificate Program -
St. Joseths College
Bachelors Degree Equivalent - Business Administration
Quindio University