Google Suite
Michelle Hughes
Fractional COO/Online Business Manager
Spring Hill,FL
Summary
Seasoned Operations Manager with over 5 years of experience managing remote-first businesses and leading teams to operational excellence. Proven track record in developing and executing strategic plans that enhance efficiency, productivity, and profitability. Adept at project management, client service delivery, and implementing best practices to drive business growth. Skilled in using project management tools, CRM software, and various technology platforms to streamline processes and improve team performance. Ready to work with visionary CEOs who want to partner with a Fractional COO/OBM that will learn how your business operates, assess the strengths and weaknesses of the current operations, and come up with an individualized strategy to help operations progress smoothly
Overview
25
25
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Owner
Michelle L Hughes LLC
01.2017 - Current
- Results-based Online Business and Operations Manager with specialized experience as a Digital Marketing Consultant.
- Systems strategist, Michelle specializes in building customized workflows, developing funnels, and managing details of her client's launch strategy.
- Designed over 50-75 customized workflows, boards, and processes in various project management software platforms such as Trello and Asana
- Provided operational leadership and strategic planning services to various clients.
- Designed and implemented over 75 customized workflows using project management software.
- Improved digital operations by automating clients' correspondence, record tracking, and data communications.
- Created and developed customized sales pipelines for clients within Trello and Asana.
- Oversaw the launch and creation of an online membership community, resulting in clients achieving over 50 members within a 45-day timeframe.
- Overhauled and streamlined all processes for clients to ensure they had an effective and efficient operations department.
- Designed and created lead generation campaigns using Clickfunnels and Squarespace to generate traffic to grow clients' revenue goals.
- Successfully implemented an email marketing campaign to onboard over 200+ new users within 2 months.
- Leveraged digital marketing strategies to enhance client engagement and revenue.
- Utilized CRM software to track and manage client interactions, resulting in a 15% increase in client satisfaction.
Operations Manager
Association Of Military Spouse Entrepreneurs (AMSE
02.2022 - 05.2024
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help company evolve and grow.
- Identified procedure or process changes required to improve performance and productivity.
- Reviewed the company's strategic plans and developed departmental KPIs and standards to support organization's vision.
- Worked in tandem with peers to better understand business processes and initiate improvements, helping the company achieve goals.
- Worked directly with the CEO to establish key internal functions and scope of work for new hires that allowed for the growth and expansion of the organization.
- Managed daily operations of AMSE organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Delivered business strategy and developed systems and procedures which led to improvement in team efficiency.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Managed 7 team members across 4 departments, resulting in an increase in annual revenue and corporate sponsorships.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Customer Advocate I
Blue Cross Blue Shield of Texas
09.2012 - 05.2014
- Responsible for assisting members with understanding their healthcare benefits
- Handled customer inquiries, complaints and billing questions in a timely manner
- Manage a high-volume workload within a deadline driven environment
- Viewed as an exceptional team player
- Successfully supported an understaffed call center for 6 months due to the demand of new healthcare reform
- Consistently meet performance benchmarks in all areas (speed, accuracy, volume)
Communications Analyst
Concurrent Technologies Corporation
04.2009 - 03.2011
- Oversees the planning and daily operations of clients network by creating models and developing real-world simulations via OPNET software toolsets
- Analyzes client’s information technology (IT) requirements, organizational functions and decision making processes; ensuring objectives are realized through OPNET suite of system analysis and modeling tools
- Serves as the subject matter expert on OPNET tool sets that analyze application performance, transaction performance,web-based applications and transport analysis (i.e., multiplexers, routers, switches and other devices) software for delivering IT services for clients systems
- Utilizes OPNET software to plan, design, deploy, operate and optimize IT infrastructures
- Designs large-scale, multi-technology or multi-vendor networks environment to meet and predict anomalies , changes and inefficiencies within the customers architecture
- Briefs recommendations to the customer based on network performance, capacity planning and performance analysis’ utilizing OPNET toolsets to replicate the network architecture based on a wide range of ‘what if” scenarios through virtual network simulations
Network Engineer
Pinnacle Tech Resources, AT&T
09.2008 - 12.2008
- Responsible for providing support to customers requiring Tier 2 technical assistance for Logical and Physical connectivity problems on the AT&T Managed Data Network Services (MDNS) & AT&T Virtual Tunneling Service (AVTS)
- Responsible for monitoring and tracking reports on LAN/WAN events on AT&T internal systems
- Interact with internal and external vendors in scheduling and coordinating dispatches and problem resolution
- Responsible for accurate documentation of customer interaction and the proper engaging of internal and external support teams as necessary
- Focus is on 100% customer satisfaction.
Network Engineer
Computer Science Corporation
03.2005 - 05.2008
- Responsible for maintaining up to 1000 assets in the configuration database
- Responsible for installing, monitoring, operating, managing, troubleshooting and restoring services to communications networks in large LAN/WAN telecommunications facility environment
- Responsible for setting up test sets to isolate and test circuit impairments
- Responsible for the monitoring and maintenance of voice and data circuits, diagnostic testing, and coordination with remote facilities to restore circuit
- Responsible for the installation and upgrade of local communications equipment that includes coordination of cutovers with remote facilities involved with these actions.
- Additional Duty: Shift Quality Control Manager.
- Selected as a Project Manager to purchase Protocol Analyzer Software for the Department of State
Computer Operator IV
Lockheed Martin
12.2004 - 02.2005
- Message delivery center computer operator.
- Operated CSP and peripheral devices.
- Processed incoming/outgoing message traffic.
- Provided DTG and DMS support and operations.
- Initiated circuit restoration actions.
Operations Center Assistant Watch Chief
US Army, RAF
09.2001 - 01.2004
- Supervised 4-member shift without incident that was responsible for over 40 communications centers throughout Europe while at a 47% manning level
- Instrumental in training new personnel to a high level of proficiency in various areas of telecommunications and messaging
- Responsible for operation and maintenance of an excess of 900 communications circuits, associated multiplexers and crypto logic devices transmitted on satellite, fiber optic, and commercial carriers valued in excess of $10 million
- Quickly learned operator and supervisor duties of Tech Control Facility Operations as a Tech controller, without any formal training
- Maintained 100% accountability of all Communications Security (COMSEC) keys, devices and communications equipment
- Performed first-level fault isolation and corrective actions in the Global Connectivity Service (GCS) and Global Telecommunications Service (GTS) assisting higher-level maintenance.
COMSEC Manager
US Army
03.2000 - 08.2001
- Administered COMSEC and taught “COMSEC Hand-Receipt Holder Responsibilities” class to over 25 COMSEC accounts according to Department of the Army standards
- Handled, managed, and tracked all over 600 line items of COMSEC materials supporting the 3rd Infantry Division
- Responsible for handling message traffic.
Network Operations Center Technician
US Army
03.1999 - 03.2000
- Maintained and established Very Small Aperture Terminals (VSAT) hubs that included a network of over 64 satellite links
- Monitored and corrected message handling traffic for up to 75 customers through the Communications Support Processor (CSP)
- Responsible for calibration reports of all communications equipment
- Responsible for deployment of the Communications Control Set (CCS) and ensuring communications were established for the All Source Analysis System-Single Source (ASASSS) and Remote Work Station (RWS) and provided support to the Global Command and Control System
Education
A+, Network+ ,Security +, MCSA Training - Network Administration
OPNET SP Guru, Stetson Law University, Capella University
Bethesda, MDRecord Telecommunications Operator-Maintainer CISCO Wan Manager - undefined
United States Army Signal Center
Ft. Gordon, GA 11.1998 - 05.1999
Bachelor of Science - Nutrition
Purdue Global University
04.2009 - 05.2012
Skills
Business planning
Strategic partnerships
Operations management
Marketing Strategies
Project Management
Strategic planning
Digital marketing
Email marketing campaigns
CRM
Advanced problem solving
Systems Installation, Configuration and Upgrading
Additional Information
- Decision-maker, well-organized, resourceful and works well with others.
- Highly motivated, able to handle multiple projects in a fast-paced environment, friendly, and have excellent problem-solving skills.
- Enjoy working with a team of dedicated professionals who believe in the mission of the company they serve.
- Tech-savvy and invest back into my own personal development as a business owner on a regular basis.
Software
Mondaycom
Trello
Asana
Convertkit
Clickfunnels
Microsoft Office
Slack
Wordpress
FG Funnels
Certification
Digital Marketer Level 1
Timeline
Operations Manager
Association Of Military Spouse Entrepreneurs (AMSE
02.2022 - 05.2024
Digital Marketer Level 1
11-2021
Owner
Michelle L Hughes LLC
01.2017 - Current
Customer Advocate I
Blue Cross Blue Shield of Texas
09.2012 - 05.2014
Bachelor of Science - Nutrition
Purdue Global University
04.2009 - 05.2012
Communications Analyst
Concurrent Technologies Corporation
04.2009 - 03.2011
Network Engineer
Pinnacle Tech Resources, AT&T
09.2008 - 12.2008
Network Engineer
Computer Science Corporation
03.2005 - 05.2008
Computer Operator IV
Lockheed Martin
12.2004 - 02.2005
Operations Center Assistant Watch Chief
US Army, RAF
09.2001 - 01.2004
COMSEC Manager
US Army
03.2000 - 08.2001
Network Operations Center Technician
US Army
03.1999 - 03.2000
Record Telecommunications Operator-Maintainer CISCO Wan Manager - undefined
United States Army Signal Center
11.1998 - 05.1999
A+, Network+ ,Security +, MCSA Training - Network Administration
OPNET SP Guru, Stetson Law University, Capella University