Hunter Frechel
Round Rock,TX
Summary
Operations leadership professional with 10+ years of experience leading teams, driving operational performance, improving employee engagement, and managing workforce operations across customer service, facilities, and field service environments. Proven success in staffing, scheduling, performance management, safety compliance, KPI reporting, and employee development. Recognized for building high-performing teams, improving operational efficiency, and delivering results through accountability, coaching, and process improvement.
Overview
8
8
years of professional experience
Work History
Operations Supervisor
Block by Block
Austin, TX
06.2025 - Current
- Lead daily operations for a workforce of 22 employees, including Team Leads and Ambassadors, ensuring operational excellence, staffing coverage, safety compliance, and service delivery.
- Oversee workforce planning, scheduling, attendance management, staffing coverage, and employee accountability.
- Conduct interviews, onboarding, coaching sessions, corrective actions, performance discussions, and employee development initiatives.
- Serve as Safety Captain, leading safety compliance efforts and promoting workplace safety initiatives.
- Selected by senior leadership for Operations Manager succession planning and leadership mentorship development programs.
- Improved employee engagement and coaching effectiveness, contributing to a 20% reduction in performance-related issues.
- Manage operational assets, inventory controls, vendor coordination, and equipment accountability.
- Monitor operational metrics and workforce performance to ensure contractual obligations and service standards are achieved.
TEAM LEAD
FSG Smart Buildings
Round Rock, TX
07.2024 - 05.2025
- Led dispatch team operations across multiple regions, optimizing technician response times.
- Introduced SLA tracking tools that boosted task closure rate by 20%.
- Coached staff on prioritization, first-call resolution, and service excellence.
- Partnered cross-functionally with engineering teams to streamline communication and triage protocols.
- Conducted weekly KPI reviews, fostering a continuous improvement culture.
CALL CENTER MANAGER
SafeRide Health
San Antonio, TX
11.2022 - 03.2024
- Directed Medicaid/Medicare support teams ensuring SLA and compliance adherence.
- Built QA score improvement plans that cut compliance errors by 30%.
- Managed workforce planning and scheduling for 30+ agents.
- Reduced customer escalations by 25% through resolution-focused coaching.
- Increased NPS through process improvement and agent development strategies.
BANK SALES & SERVICE RELATIONSHIP SUPERVISOR
USAA
San Antonio, TX
03.2019 - 12.2022
- Supervised a 25-member team, overseeing compliance and audit-readiness.
- Developed KPI dashboards and led real-time performance reviews.
- Onboarded staff post-acquisition, improving ramp-up time by 15%.
SALES & SERVICE TEAM LEAD II & III
USAA
San Antonio, TX
03.2019 - 03.2021
- Mentored agents in cross-selling and service strategies, driving satisfaction up 12%.
- Facilitated daily standup's and huddles to drive performance against team KPIs.
- Led new-hire training to support rapid development and engagement.
STORE MANAGER
Tuesday Morning
San Antonio, TX
01.2018 - 03.2019
- Executed retail operations management, ensuring effective merchandising, precise payroll processing, and accurate inventory oversight.
- Designed a peer mentorship framework aimed at fostering collaboration and driving revenue enhancement.
- Implemented targeted training initiatives to equip teams with effective upselling methods and strategies for building customer loyalty.
Education
BACHELOR OF BUSINESS ADMINISTRATION -
American Military University
06.2026
Skills
- Operations Management Workforce Planning Team Leadership Employee Development Performance Management Safety Compliance Process Improvement KPI & Metrics Reporting Scheduling & Staffing Vendor Management Interviewing & Hiring Corrective Action Management Customer Service Operations Conflict Resolution Project Coordination Salesforce Zendesk Workday Microsoft Office Suite
Accomplishments
- Selected for Operations Manager leadership mentorship and succession planning development.
- Appointed Safety Captain responsible for supporting workplace safety and compliance initiatives.
MILITARY SERVICE
- U.S. Army – Military Police Veteran
Timeline
Operations Supervisor
Block by Block
06.2025 - Current
TEAM LEAD
FSG Smart Buildings
07.2024 - 05.2025
CALL CENTER MANAGER
SafeRide Health
11.2022 - 03.2024
BANK SALES & SERVICE RELATIONSHIP SUPERVISOR
USAA
03.2019 - 12.2022
SALES & SERVICE TEAM LEAD II & III
USAA
03.2019 - 03.2021
STORE MANAGER
Tuesday Morning
01.2018 - 03.2019
BACHELOR OF BUSINESS ADMINISTRATION -
American Military University