Hi, I’m
Donna Peele
Charlotte,NC
Summary
Operations leader with 8+ years of experience managing high-volume client programs, leading cross-functional teams, and improving operational performance. Known for bringing structure to fast-paced environments, scaling teams, and enhancing customer experience while supporting revenue growth.
Overview
19
years of professional experience
Work History
Linx Legal/How2CXLCharlotte, NC/Ft. Lauderdale, FL
Director of Operations (Dual Role)
02.2024 - 05.2025
Job overview
- Promoted from Assistant Director to Director while continuing to oversee operations across two sister companies
- Directed operations for a $3M+ client portfolio across 500+ active clients while leading a team of 27 case managers in a high-volume service environment
- Built and launched a bilingual client services department, expanding into an underserved market and generating $1M+ in new annual revenue
- Tracked team performance and identified gaps in response time, task completion, and client follow-through, using insights to improve workflows and operational consistency
- Developed training manuals and standardized documentation, translating complex workflows and contract requirements into clear, actionable guidance for team members
- Improved day-to-day operations by reducing delays and creating more consistent client communication across teams
- Acted as escalation lead for high-risk client issues, ensuring resolution and protecting client retention
- Partnered closely with sales to align expectations, improve close quality, and reduce downstream service issues
- Led and developed team members through coaching, performance management, and clear expectations
Linx Legal Inc.Charlotte, NC
Assistant Director
08.2021 - 02.2024
Job overview
- Oversaw team performance and workflow coordination
- Managed 300+ client interactions and escalations
- Maintained CRM systems and reporting tools
- Trained and mentored junior staff, fostering professional growth and enhancing team productivity.
- Led cross-functional teams to enhance legal service delivery and client satisfaction.
- Developed and implemented process improvements, increasing operational efficiency within the department.
- Managed project timelines and deliverables, ensuring compliance with legal standards and client expectations.
Sloan Boutique
E-Commerce and Digital Marketing
05.2010 - 04.2020
Job overview
- Produced and edited 100+ product images daily
- Managed 1,000+ inventory items
- Developed and implemented process improvements resulting in increased accuracy in operations.
- Coordinated cross-functional teams to ensure alignment on project goals and timelines.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
GMAC / NASCAR EventsCharlotte, NC
Event Operations & Hospitality Coordinator
02.2006 - 11.2008
Job overview
- Coordinated hospitality operations for 500+ guests
- Managed logistics including tours, catering, and scheduling
- Oversaw event setup and execution
- Coordinated logistics for high-profile NASCAR events, ensuring seamless hospitality experiences.
- Oversaw guest services operations, addressing concerns to improve satisfaction and retention.
- Managed scheduling and staffing for events, optimizing resources to meet dynamic demands effectively.
- Reduced expenses by reviewing vendor relationships, sourcing new suppliers, and negotiating favorable and fair contracts.
Education
University of North Carolina At Chapel HillChapel Hill, NC
Bachelor of Arts from Psychology
08-2008
University Overview
- Dean's List
- Class Rank: Magna cum laude
- Research Project: Assistant for Sandra L. Martin, PhD on Effects of Cocaine Abuse and Breastfeeding
- Continuing education at UNCC for pre-med courses after graduating UNC Chapel Hill
- Trained EMT for Mecklenburg EMS Medic
Skills
- Operations Management
- Team Leadership
- Process Documentation
- Process Improvement
- Client Escalation
- CRM Systems
- Cross-Functional Collaboration
Accomplishments
Fundraising coordinator and development assistant for DISHES Project Pediatric AIDS. Independently, raised over $75,000 toward the cause.
Timeline
Director of Operations (Dual Role)
Linx Legal/How2CXL
02.2024 - 05.2025
Assistant Director
Linx Legal Inc.
08.2021 - 02.2024
E-Commerce and Digital Marketing
Sloan Boutique
05.2010 - 04.2020
Event Operations & Hospitality Coordinator
GMAC / NASCAR Events
02.2006 - 11.2008
University of North Carolina At Chapel Hill
Bachelor of Arts from Psychology