Ricardo Cortez
Winchester,VA
Summary
Accomplished and forward-thinking leader with a proven track record in product, quality, vendor and people management. Adept at developing, implementing and creating accountability of robust quality control processes to ensure product excellence and customer satisfaction. Skilled in establishing and nurturing strategic vendor relationships to drive operational efficiency and cost savings. Proficient in leading cross-functional teams to achieve company objectives and improve performance.
Overview
8
8
years of professional experience
Work History
Corporate Quality Manager
Rinse
04.2023 - 02.2024
- Elevated company-wide cleaning quality from 93.46% in March 2023 to 97.41% in January 2024, leading a reduction in claims and yielding average monthly savings of $15.2k.
- Traveled to various markets to provide hands-on teaching, coaching, and mentoring to cleaning partners, effectively enhancing cleaning quality standards through personalized guidance and best practice sharing, resulting in measurable improvements across multiple markets company wide.
- Managed a comprehensive company wide cleaning program by optimizing labor walk paths through detailed floor plan analysis and implementing a staffing calculator using VSM and time studies, resulting in streamlined operations, improved resource allocation, and enhanced overall efficiency.
- Collaborated closely with the Product team to contribute expertise and insights, facilitating app development aimed at optimizing cleaning quality and minimizing human error, resulting in the successful integration of innovative technology.
City Manager
Rinse
06.2022 - 04.2023
- Managed financial resources responsibly, resulting in balanced budgets and cost savings of ~$43k YoY through Value Stream Mapping and time studies, increasing market contribution margin from 39% to 41%.
- Achieved exceptional distinction of being only city out of 10 to consistently attain >97% cleaning quality score for three consecutive quarters from July 2022 to March 2023, leading to promotion of Cleaning Operations Manager for entire company.
- Led and managed dedicated team of 5 hourly associates and 65 drivers, fostering high-performing and cohesive workforce while ensuring efficient and reliable operations in dynamic and fast-paced environment.
Operations Manager
Lime
09.2021 - 06.2022
- Achieved remarkable distinction of leading as #2 city globally for ridership out of 235 cities, demonstrating exceptional success in driving widespread adoption and utilization of micro-mobility services within urban landscape.
- Orchestrated successful 3-month campaign to launch over 2,500 brand new electric bikes, achieving average of 5.5 trips per ride, per day during period of January to March 2022, effectively driving widespread adoption and utilization of electric bike-sharing services.
- Managed team of 48 hourly field and in-house repair technicians, overseeing maintenance and operational logistics of diverse electric vehicle fleet.
- Accountable for supervision and maintenance of electric vehicle inventory valued at ~$10.5M ensuring seamless operations and optimal asset usage.
Senior Ops Manager
Skip Scooters
04.2020 - 09.2021
- Championed Skip Scooters through one of the toughest economic downturns in modern U.S. history in a pandemic going from -90% ridership and sales in April 2020 to +40% by October 2020.
- Led and collaborated on Skip Cares, first essential worker program in micro-mobility of its kind that assisted 325 first-responders traveling to work paid for by Skip Scooters during pandemic April - September 2020.
- Assisted in securing a micro-mobility city permit by ensuring top quality and safety standards for electric scooters, while leveraging analytical insights from foot traffic data to strategically place scooters for optimal utilization throughout the city.
- Mentored and coached 31 hourly and 5 salaried employees to achieve challenging business goals on a city operational budget of ~$750K and ~$8M in total micro-mobility assets in Washington D.C.
Operations Manager
Skip Scooters
07.2019 - 04.2020
- Expedited and improved maintenance repairs over 65% since September 2019 by implementing time-saving repair techniques and upgrading tool/drill bit sets; saving $7.2K monthly on labor and supply costs.
- Manager of 17 hourly and 2 salaried employees with yearly operational budget of ~$600K and ~$6M in total micro-mobility assets.
- 14% increased week-over-week revenue during off-season (Fall-Winter 2019) by strategically placing scooter drop zones driven by collecting, analyzing and understanding market utilization.
- Collaborated with local transit agencies in both Virginia and Washington, D.C. to share data and ensure success of micro-mobility programs at city levels in Arlington, Alexandra and Washington D.C.
Operations Manager
Fort Belvoir Community Hospital
10.2016 - 07.2019
- Manager of 13 employees with operational budget of ~$300K and ~$2.5M in total government assets; reduced yearly budget costs by 9% without reduction in operational capacity.
- Directed financial development and amendment of non-appropriated hospital funding; reducing misappropriation and fraud by over 15 % in 22 months.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Operations Manager
United States Forces Korea
10.2015 - 10.2016
- Selected over 12 senior managers to lead workforce planning, training, employee relations, and risk management comprising 114 employees and contractors with yearly budget of $2.3M for building maintenance and $5.4M in government assets.
- Lead Project Manager of refurbishing five structured buildings totaling 185,000 square feet with $750K budget; saved 16% of costs by using internal resources to perform background checks and security clearances on 55 contracted foreign employees to complete project.
- Established rapport and trust with top-level regional operation executives by driving mission to improve initiatives and execute processes across South Korea.
- Developed safety and waste reduction programs for five facilities and reduced incidents by 70% in 11 months by holding weekly briefings, sending biweekly emails and posting regulated signs in common areas.
Education
Bachelor of Science - Business Management
Excelsior College
Albany, NY07.2018
Skills
- Problem Anticipation and Resolution
- Project Management
- Quality Management Systems
- Customer Satisfaction
- Operational Excellence
- Performance Metrics Analysis
- Corrective Action Planning
- Critical Thinking
- Root Cause Analysis
- Originality and Creativity
- Policy Development and Enforcement
- Team Leadership
- Cost Reduction
- Mathematical Calculation and Reasoning
- Training Management
LinkedIn Profile
- www.linkedin.com/in/cortezrw
Accomplishments
- United States Army, Retired (1999 - 2019)
- Awarded the Meritorious Service Medal
- Decorated Afghanistan & Iraq War Veteran
Technical Skills
- Google Suite: Docs, Sheets, Slides, Forms, Hangouts, Calendar, Drive
- Software Programs: Asana, Metabase (SQL), Chartio (SQL), Carta, Notion, ADP, Gusto, Guideline, Slack, Zoom, When I Work
- Microsoft Office: Access, Word, Excel, PowerPoint, Project, SharePoint, Outlook, Publisher, Visio, Paint
Global Experience
- Bayji, Iraq: Operations Supervisor, Infantry Operations
- Kandahar, Afghanistan: Logistics Coordinator, Infantry Operations
- Dongducheon, Gyeonggi-do, South Korea: Regional Operations & Personnel Manager; United States Forces Korea
Timeline
Corporate Quality Manager
Rinse
04.2023 - 02.2024
City Manager
Rinse
06.2022 - 04.2023
Operations Manager
Lime
09.2021 - 06.2022
Senior Ops Manager
Skip Scooters
04.2020 - 09.2021
Operations Manager
Skip Scooters
07.2019 - 04.2020
Operations Manager
Fort Belvoir Community Hospital
10.2016 - 07.2019
Operations Manager
United States Forces Korea
10.2015 - 10.2016
Bachelor of Science - Business Management
Excelsior College
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