Donald H. Rolston-Horn
Clarksville,TN
Summary
Dynamic senior management professional with over 25 years of proven success in driving performance within large, diverse organizations. Expertise in navigating complex, time-sensitive environments, complemented by a hands-on leadership style that fosters collaboration and innovation. A track record of progressively responsible roles in both domestic and international settings, including distinguished tenure in U.S. Army Special Operations. Achievements result from the strategic application of critical thinking, lessons learned analysis, and industry best practices across program management, policy development, quality assurance, public relations, and customer satisfaction initiatives.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
AAFES
09.2022 - Current
- Enhanced customer satisfaction through efficient resolution of inquiries and issues.
- Developed training materials to improve onboarding processes for new team members.
- Analyzed customer feedback to identify trends and implement service improvements.
- Collaborated with cross-functional teams to streamline communication and enhance service delivery.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
Senior Operations Manager
U.S. Army 5th Special Forces Group
08.2018 - 09.2022
- Supervised multi-functional sustainment support to a 419-personnel battalion in the areas of pre-operations training, professional education, air movement, ground transportation, communications, and property accountability.
- Evaluated the effectiveness and efficiency of staff functions, medical training, logistics programs and operations.
- Exhibited knowledge to provide advisory of the logistics regulations, policies, doctrine, and procedures.
- Carefully favored to performed duties for the battalion’s senior enlisted advisor on numerous occasions.
- Provided technical and tactical advice to commanders, staffs, and subordinate units while improving readiness and logistical support.
- Possessed mental agility with communication to higher headquarters on findings and recommendations in a clear and concise manner both written and oral formats.
- Established and good working relationship with the National Guard units and leadership, while training their Soldiers and implementing their talents in support of global operations.
- Key Accomplishment: Planned and evaluated five logistical support pre-operations training events for 150-colleagues/ subordinates.
- Guided the development/ training requirements for retrograde operations in Syria; trained/ deployed 60 personnel within 30-days.
- Coordinated 13-line haul missions in support of six pre-mission training events while saving 5th SFG (A) $430K.
- Employed distribution asset planning and fiscally responsible strategies to facilitate rapid delivery of goods to foreign based customers operating across multiple countries.
- Managed staff actions, determined status, prioritized events, and provided comprehensive status briefs to the organization.
- Carefully selected on several occasion to serve as the senior logistics and support operations advisor.
Senior Logistics Manager
U.S. Army 10th Special Forces Group
06.2015 - 08.2018
- Served as the senior logistician in a sustainment and distribution company with responsibility for operational readiness and training, professional development, accountability, physical fitness, welfare, and morale.
- Responsible for the oversight of 157 personnel medical/administrative actions/ performance evaluations/ awards/ finance actions/ and promotions.
- Provided assistance with logistics readiness support for transportation movements, maintenance, and supply and develops studies or analysis pertaining to contingency, emergency, or mobilization plans and operations.
- Implemented intermediate based staging to reduce commodity delivery wait time to multi-national customer based globalized market, efforts resulting in the ability to rapidly move stocks that supported a cross border, multinational effort to provide equipment, food, small arms, and munitions to a partner force of over 400 indigenous partner forces.
- Key Accomplishment: Created a non-standard logistics Operating Procedures Guide to better serve operators in remote locations.
- Managed millions of pounds of net explosive weight for the safe storage of weapons and ammunition for future divestment to indigenous forces through expert knowledge of international safety standards, with zero accidents or loss.
- Developed, enforced, and maintained safety, hazmat and environmental compliance plans and procedures for the storage, accountability, maintenance, and distribution of a multi-million-dollar operation supporting indigenous forces and US Special Operations Forces.
- Established and implemented a distribution process that enhanced inventory accuracy for mission essential items supporting OAR.
Drill Sergeant
U.S. Army 347 Infantry BN
04.2012 - 06.2015
- Served as a Drill Sergeant in a Basic Combat Training (BCT) company; responsible for individual training, supervision and development of 60 Initial Entry Training Soldiers per nine-week cycle; responsible for ensuring that standards are met to provide the U.S. Army with disciplined, Physically and morally fit Soldiers, competent in warrior core task, who can fight and win regardless of their job; coordinates and integrates logistics, maintenance and safety in all platoon operations.
Education
High School Diploma -
Central Montcalm High School
Stanton, MI05.1996
Skills
- Strong Verbal/ Communication Skills
- US Army Veteran
- Leadership
- Information Security Practitioner
- Plans
- Operations
- Logistics
- Supply Chain Management
- Assets Management
- Property Management
- Equipment Management
- Workplace Safety
- Health Management
- Records Management
- Information Management
- Employee Assessment
- Supervision
- Team Building
- Direction
- Cross-Functional Coordination
- Customer satisfaction
- Issue resolution
- Training development
- Feedback analysis
- Logistics management
Qualifications Summary
Senior management professional with 25-years of quantifiable employment/ performance success within a large, diverse, and dynamic organization. A hands-on and experienced leader/ team member knowledgeable and comfortable operating and/or consulting in environments that are complex, intangible and time sensitive. Previously held progressively responsible operations and management positions in foreign and domestic arenas while serving in a highly selective and demanding U.S. Army Special Operations billet. Notable professional achievement gained through the application of critical thinking, lessons learned analysis and industry best practices in the management of programs and policies, strategic development, quality assurance, public relations, and total customer satisfaction., Solid Professional Ethic, Strong Verbal/ Communication Skills, US Army Veteran/ Leadership, Guiding Management Analysis, Information Security Practitioner, Plans, Operations, and Logistics, Supply Chain Management, Assets, Property and Equipment Management, Workplace Safety and Health Management, Records and Information Management, Employee Assessment and Supervision, Team Building and Direction, Cross-Functional Coordination
Education - High School
Central Montcalm High School, 1996-05-01
Timeline
Customer Experience Specialist
AAFES
09.2022 - Current
Senior Operations Manager
U.S. Army 5th Special Forces Group
08.2018 - 09.2022
Senior Logistics Manager
U.S. Army 10th Special Forces Group
06.2015 - 08.2018
Drill Sergeant
U.S. Army 347 Infantry BN
04.2012 - 06.2015
High School Diploma -
Central Montcalm High School