Jerry Andrew Clinkscales IV
Operations & Program Manager
Atlanta,GA
Summary
Operations & Program Manager with over 15 years of experience improving workflows, scaling service delivery, and driving cross-functional execution in high-growth environments. Played a key role in scaling a field service business from ~$100K to $3.4M by building operational infrastructure and improving execution. Known for turning operational challenges into practical, repeatable systems that support efficiency, customer experience, and growth.
Overview
21
21
years of professional experience
Work History
Business Operations & Program Manager
Legacy Tree Company
05.2021 - Current
- Owned day-to-day business operations across scheduling, service delivery, and team coordination, ensuring consistent execution in a fast-growing service environment
- Built and optimized systems for scheduling, job tracking, and service coordination, increasing operational visibility and day-to-day execution reliability
- Coordinated multiple concurrent operational initiatives across office staff, field crews, and leadership, ensuring alignment and timely follow-through
- Monitored key operational metrics (job completion rates, scheduling efficiency, service backlog), identifying bottlenecks and improving overall throughput
- Acted as escalation point for complex customer issues, resolving conflicts and maintaining strong client relationships
- Supported sales process by developing proposals and communicating service solutions, contributing to ~$90K in closed revenue with a 44% close rate and ~$2,400 average deal size
- Led hiring, onboarding, and process training efforts, improving team readiness and standardizing service delivery
Retail Sales Consultant
AT&T
08.2020 - 05.2021
- Delivered tailored customer solutions in a high-volume retail environment, balancing product education, issue resolution, and sales performance
- Served as a subject matter expert for new product implementations, supporting team readiness and successful launches
- Improved customer satisfaction to 88% through proactive education and service support
Retail Sales Specialist / Service Advisor / Shop Technician
Recreational Equipment Inc. (REI)
12.2019 - 08.2020
- Provided cross-functional support across retail sales and technical service, delivering high-quality customer experiences in a fast-paced environment
- Exceeded membership conversion goals with a 30% average conversion rate
- Led bicycle repair classes and peer training sessions, improving team product knowledge and customer engagement
Associate Director of Development
Cottonwood Gulch Expeditions
06.2017 - 10.2019
- Promoted within 3 months to lead execution of the final phase of a $2M fundraising campaign, coordinating board members, donors, and internal stakeholders to ensure successful completion
- Served as on-site operations lead and owner’s representative for $1M+ in capital improvement projects, including a mess hall expansion, commercial kitchen and food bunker buildout, shower facilities, and bunkhouse with gear storage
- Worked directly with general contractors and subcontractors to coordinate day-to-day construction activities, resolve issues in real time, and ensure projects stayed on track and aligned with organizational needs
- Partnered with university design students on the development of six new cabins, serving as primary on-site coordinator and facilitating planning, construction logistics, and execution of the project
- Provided full on-site support during project execution, including hosting and coordinating extended-stay project teams, ensuring smooth operations, communication, and progress throughout the build
Technical Training Specialist
State Farm
09.2013 - 07.2017
- Trained 500+ underwriting service assistants and underwriters across multiple states (TX, GA, IL, AZ), delivering both in-person (up to 85 participants) and virtual sessions (200+ participants)
- Reduced training costs by $278 per employee per week by redesigning training delivery methods and improving program efficiency
- Developed curriculum, training frameworks, and standardized processes that enabled more accurate workforce planning and capacity forecasting within underwriting operations
- Partnered with executive leadership and front-line managers to support performance improvement initiatives, refine training timelines, and inform decision-making on major operational initiatives
Underwriting Service Assistant
State Farm
08.2005 - 09.2013
- Served as primary point of contact for procedural variance resolution and process improvement, identifying gaps in workflows and driving enterprise-wide increases in efficiency
- Consistently exceeded benchmarks with 32 transactions per hour at 92% accuracy versus a department average of 28 at 89%
- Supported agency partners with risk management and service-related workflow needs
- Streamlined coordination with third-party lenders, reducing rework and improving operational efficiency
Education
No Degree - Business
Central New Mexico Community College
Albuquerque, NM 05.2001 -
Skills
- Process Improvement & Workflow Design
- Service Delivery Optimization
- KPI Tracking & Performance Analysis
- Cross-Functional Coordination
- Program & Project Management
- Revenue Operations Support
- Customer Experience & Retention
- Microsoft Office Suite
- Escalation Management & Resolution
- Google Workspace
- Sales Support & Proposal Development
- CRM & Field Service Platforms
Timeline
Business Operations & Program Manager
Legacy Tree Company
05.2021 - Current
Retail Sales Consultant
AT&T
08.2020 - 05.2021
Retail Sales Specialist / Service Advisor / Shop Technician
Recreational Equipment Inc. (REI)
12.2019 - 08.2020
Associate Director of Development
Cottonwood Gulch Expeditions
06.2017 - 10.2019
Technical Training Specialist
State Farm
09.2013 - 07.2017
Underwriting Service Assistant
State Farm
08.2005 - 09.2013
No Degree - Business
Central New Mexico Community College
05.2001 -