Pharaoh Morales
BRONX,NY
Summary
Passionate results and goals driven leader with expertise in managing teams and partner/client relationships. Proven ability to enhance business opportunities through dynamic marketing strategies, sharp communication skills, a strong dedication to customer service and problem solving. Committed to exceeding sales goals and building broad sales pipelines, particularly in fast-paced environments. Passionate about selling to small businesses, dedicated to long-term relationship development, and adept at understanding unique business needs.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Head of Network Management
Sentry Management Solutions
The Bronx, NY
01.2019 - Current
- Joined operations team within first year of start-up helping investors break-even 18 months after launch of first contract.
- Participated in data gathering and bidding process in variety of RFP's (most recent: in 2021, Sentry won 3+2 - year contract with MTA for Access-A-Ride broker service. Approximate contract value: $160M)
- Partnered with COO, CTO, and Engineering team to integrate client feedback and data, resulting in development of cohesive content and efficient company web-portal and department operations.
- Played key role in core team to drive company’s valuation to $78M within first 5 years of operation.
- Expanded Transportation Network from ~65 to ~140 Providers within 5 years.
- Streamlined operations by developing and tracking innovative company training policies, SOP’s, KPI’s, and workflows across 3 departments; Compliance, Trip Distribution, and Live Monitoring.
- Developed forward-thinking, creative marketing strategies aimed at recruiting new transportation partners, growing transportation network, and driving revenue.
- Established pricing strategies for in-house Dispatch Management Software to maintain competitiveness and maximize profits.
- Marketed in-house Dispatch Management Software to prospective Transportation Partners
- Utilized professional networks and industry knowledge to enhance Transportation Provider relationships to enhance Network.
- Cultivated lasting Transportation Provider and Insurance Clients relationships through issue resolution and effective communication to ensure company success in winning new contracts.
- Drafted reports for board members to support critical business decisions.
- Oversaw daily operations, tracked trends, providing corrective feedback to achieve performance goals.
- Optimized operational processes using analytics tools to ensure proper trip allocation.
- Maintained up-to-date knowledge of applicable laws and regulations within NYS Medicaid, NYS DOT, Westchester TLC, NYC TLC, and Nassau TLC.
- Set departmental performance goals and provided feedback for improvement for Compliance, Trip Distribution, and Live Monitoring departments’ team-members.
- Became expert on company technology to onboard and support partners.
- Assessed potential Transportation partners for regulatory compliance and compatibility.
- Ensured regulatory compliance by evaluating Transportation Partner documentation during Onboarding process.
- Negotiated, prepared, and signed contracts with Transportation Partners.
- Provided effective support to Transportation Partners for trip management, credentialing, and payments.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees based on customer traffic and strengths.
- Developed and managed strategies to ensure partners met trip volume goals.
- Played key role in creating and managing Salesforce CRM.
- Led Compliance Analyst team to ensure partners met regulatory and internal requirements, annual transportation partner reviews, and Insurance client audits
- Led Trip Distribution team to ensure effective trip coverage among partners.
- Led Trip Monitoring team to ensure high-quality service for client trips.
- Collaborated with Software Developers and Business Analysts on algorithms, trip distribution solutions, Grafana dashboards, and software enhancements on proprietary tech platform to ensure company’s performance goals, satisfy Transportation Partner needs, and increase company’s revenue.
Compliance Analyst
Sentry Management Solutions
The Bronx, NY
12.2017 - 01.2019
- Maintained up-to-date knowledge of applicable laws and regulations within NYS Medicaid, NYS DOT, Westchester TLC, NYC TLC, and Nassau TLC.
- On-boarded and conducted initial reviews of Transportation Providers applying to network
- Reviewed audit and monitoring reports for in Network Transportation Providers
- Prepared records for site visits and file audits.
- Took notes on site and specific case details; updated databases, CRM, and produced reports outlining results of investigations.
- Identified gaps in existing compliance processes and recommended updates.
- Conducted yearly reviews on in Network Transportation Providers to ensure compliance.
- Developed and implemented corrective action plans for non-compliance issues, and warned violators of infractions or penalties.
- Prepared documentation and records for annual audits and inspections for Insurance clients
Delivery Driver
Domino's Pizza
The Bronx, NY
08.2017 - 12.2017
- Completed on-time deliveries by choosing best and most efficient routes.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Verified accuracy of all deliveries against order forms.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Prepared and packed food items coming out oven.
- Cleaned store at night for next day.
Level 2 Help Desk Technician
Regeneron
Tarrytown, NY
06.2014 - 11.2016
- Provided Tier 1 and 2 IT support to non-technical internal users through desk side support services for PC’s and Mac’s.
- Configured hardware, devices, and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Active Directory and User Account Management.
- Managed PC and Macbook inventory and assisted in procuring new hardware, software and related supplies.
- Reviewed problem and incident tickets daily on "Service Now".
- Provided internal IT support for Executive users.
- Re-imaged PC and Mac computers.
- Analyzed computers with viruses and cleared them of threats and made sure Sophos anti-virus was installed and up-to-date on machines.
- Allocated, provided, and removed VPN tokens for users.
Education
Some College (No Degree) - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
New York, NY 08.2014 - 05.2014
CompTIA A+ Certification - Computer Science
NPower Technology Service Corps Program
New York, NY 01.2013 - 07.2013
Some College (No Degree) - Nutrition Sciences
Lehman College of The City University of New York
The Bronx, NY 08.2011 - 12.2012
Some College (No Degree) - Engineering Physics
Morehouse College
Atlanta, GA 08.2010 - 05.2011
Skills
Strategic planning
undefinedTimeline
Head of Network Management
Sentry Management Solutions
01.2019 - Current
Compliance Analyst
Sentry Management Solutions
12.2017 - 01.2019
Delivery Driver
Domino's Pizza
08.2017 - 12.2017
Some College (No Degree) - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
08.2014 - 05.2014
Level 2 Help Desk Technician
Regeneron
06.2014 - 11.2016
CompTIA A+ Certification - Computer Science
NPower Technology Service Corps Program
01.2013 - 07.2013
Some College (No Degree) - Nutrition Sciences
Lehman College of The City University of New York
08.2011 - 12.2012
Some College (No Degree) - Engineering Physics
Morehouse College
08.2010 - 05.2011
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