Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
23
23
years of professional experience
Work History
Senior Program Management Manager
UPS Supply Chain Logistics
08.2024 - Current
Manage high-complexity, multi-geo, multi-product global accounts as a primary program management contact for escalations, performance, commercial agreements and client concerns.
Ensure fulfillment of UPS client obligations, including performance and financial metrics, reporting, and proactive communication.
Define and execute global service and support strategies while coordinating account management activities and compliance across teams.
Conduct customer review meetings, monitor program profitability, and oversee client billing while preventing scope creep.
Anticipate client needs, market trends, and competitive shifts to proactively adapt account strategies.
Act as a trusted advisor and customer advocate, strengthening relationships and driving long-term value.
Partner with Sales to expand client relationships and generate incremental revenue opportunities.
Lead initiatives to improve service quality, exceed customer expectations, and reduce customer churn.
Collaborate cross-functionally with Marketing, Solutions, Sales, Contracts, IT, and Implementations teams.
Manage multiple customer accounts and oversee supervisory or administrative staff.
Program Manager – Program Mgmt.
UPS Supply Chain Logistics
07.2021 - 08.2024
Act as a liaison between internal and external customers and UPS, identifying organic growth opportunities.
Facilitate a smooth customer onboarding process to establish a positive customer experience.
Manage the post-sales customer lifecycle, including ongoing support, renewals, product improvements, and up-/cross-selling to drive loyalty and satisfaction.
Monitor performance and recommend process improvements to maximize customer engagement and value.
Train customers to optimize use of products and services.
Apply specialized functional expertise, combining theoretical and practical knowledge within the discipline.
Perform both routine and complex work assignments, analyzing qualitative and quantitative data to address business challenges.
Solve complex problems by applying new perspectives to existing solutions.
Contribute to team productivity and quality, building consensus on technical or operational issues.
Work independently with minimal guidance while serving as a resource and mentor to less experienced colleagues.
May supervise others in a “player-coach” capacity while maintaining strong individual contributor responsibilities.
Program Supervisor – Program Mgmt.
UPS Supply Chain Logistics at Dell Technologies
11.2018 - 07.2021
Support multiple customer accounts as a key point of contact, providing local account management and service support.
Ensure service reliability and execution while driving customer retention, growth, and positive relationships with UPS.
Manage issue resolution, response tracking, client notifications, and service expectation alignment.
Facilitate customer surveys, performance meetings, and business reviews to monitor account health.
Oversee and maintain SOPs and Statements of Work (SOWs) to ensure operational consistency and compliance.
Identify opportunities for account growth and increased service penetration.
Lead or support supervisory activities within Program Management, including oversight of administrative support representatives.
Operations Supervisor
Ryder Logistics at Applied Materials
06.2018 - 11.2018
Manage workflow and scheduling by analyzing workloads, planning schedules, assigning tasks to support, tracking productivity, optimizing shop performance, leading shift and shop meetings, and reviewing and approving work orders.
Manage labor operations by supervising, training, and developing support team, service staff, and customer service coordinators, conducting performance evaluations with clear development opportunities, and ensuring compliance with Ryder Maintenance Operations policies and procedures.
Manage customer relationships by resolving issues and ensuring satisfaction and retention, while communicating claim status.
Senior Administrative Assistant/Lead
UPS
04.2017 - 06.2018
Well versed in SAP program in relation to shipping, receiving, inventory control/research and trouble-shooting associated with processing orders.
Experienced in picking, packing and put-a-way using the RF gun connected to SAP.
Very knowledgeable with Windows based applications such as; Outlook, Word, Excel and Access to run reports and import/export SAP data into spreadsheets for daily responsibilities and meetings.
Led DOWNS and Outbound in a lead capacity assisting in daily tasked, training and governing workflow/manning based on management needs and direction to ensure customer satisfaction.
Production Control
Business Ink
01.2015 - 03.2017
Driver Helper (seasonal position)
UPS Georgetown Center
11.2014 - 01.2015
United States Air Force
01.2003 - 09.2012
Medical Laboratory Technician, Lackland AFB, TX (2009-2012)
Medical Service Apprentice, 459th Air Refueling Wing AMDS-Reserve, Andrews AFB, MD (2008-2009)
Emergency Medical Technician, Bolling AFB, Washington, DC (2004-2007)
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC