Strong leader and problem-solver with 35 years of operation, warehouse, and logistics experience dedicated to streamlining operations to decrease costs and promote organizational efficiency. I use independent decision-making skills and sound judgment to positively impact company success.
Overview
31
31
years of professional experience
Work History
Senior Manager, Training Support Call Center Program Management
American Red Cross
07.2021 - Current
Collaborated with other supervisors to share best practices and streamline call center operations.
Supported call center transition from an outsourced call center to an in-house call center
Analyzed call center metrics to identify areas for improvement and implemented changes accordingly.
Created a Business Case to add SMS Texting as a channel to Call Center
Worked on a transition team to develop and move organization to a new Intranet site
Senior Manager, Training Support Call Center Program Management
American Red Cross
07.2021 - Current
Collaborated with other supervisors to share best practices and streamline call center operations.
Supported call center transition from an outsourced call center to an in-house call center
Analyzed call center metrics to identify areas for improvement and implemented changes accordingly.
Created a Business Case to add SMS Texting as a channel to Call Center
Worked on a transition team to develop and move organization to a new Intranet site
Senior Business Operations Manager
American Red Cross
07.2013 - 06.2021
Progressively advanced through multiple leadership roles within the NAT program, including Senior Program Manager, West Coast Director and Senior Operations Manager (nationwide).
Built financially sound, executable, data-driven business strategies to meet program goals, support sustainability and growth
Developed and implemented strategic initiatives to improve organizational performance, sustainability and growth.
Managed daily operations for 47 NAT facilities, real estate and remodel projects nationwide.
Oversaw day-to-day operations of up to 170+ staff nationwide
Ensured compliance with federal and state regulations; prepared for and participated in state audits.
Analyzed operational workflows, identifying areas for process optimization and cost reduction.
Managed project timelines, deliverables and deliverable, ensuring alignment with business priorities and deadlines.
Oversaw financial management, including budgeting, reporting, and forecasting, to ensure fiscal responsibility and sustainability.
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline.
Senior Business Operations Manager
American Red Cross
07.2013 - 06.2021
Progressively advanced through multiple leadership roles within the NAT program, including Senior Program Manager, West Coast Director and Senior Operations Manager (nationwide).
Built financially sound, executable, data-driven business strategies to meet program goals, support sustainability and growth
Developed and implemented strategic initiatives to improve organizational performance, sustainability and growth.
Managed daily operations for 47 NAT facilities, real estate and remodel projects nationwide.
Oversaw day-to-day operations of up to 170+ staff nationwide
Ensured compliance with federal and state regulations; prepared for and participated in state audits.
Analyzed operational workflows, identifying areas for process optimization and cost reduction.
Managed project timelines, deliverables and deliverable, ensuring alignment with business priorities and deadlines.
Oversaw financial management, including budgeting, reporting, and forecasting, to ensure fiscal responsibility and sustainability.
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline.
Service Delivery Manager, Northern California
American Red Cross
07.2012 - 07.2013
Managed cross-functional teams to ensure seamless service operations across multiple departments.
Led change management initiatives, fostering a positive organizational culture during periods of transition.
Oversaw budget management for delivery operations, ensuring cost-effective resource allocation while maintaining quality standards.
Designed, built, and managed a Distribution Center from the ground up , including developing and implementing comprehensive inventory and order management processes.
Led cross-functional teams to enhance service delivery processes and improve customer satisfaction.
Oversaw daily operation ensuring facility maintenance and safety compliance.
Streamlined inventory management processes to improve accuracy and reduce discrepancies.
Coordinated with vendors for timely procurement and repair of vehicles and equipment, enhancing operational capabilities.
Developed training materials for new team members on fleet management protocols.
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline.
Designed, built, and managed a Distribution Center from the ground up , including developing and implementing comprehensive inventory and order management processes.
Led cross-functional teams to enhance service delivery processes and improve customer satisfaction.
Oversaw daily operation ensuring facility maintenance and safety compliance.
Streamlined inventory management processes to improve accuracy and reduce discrepancies.
Coordinated with vendors for timely procurement and repair of vehicles and equipment, enhancing operational capabilities.
Developed training materials for new team members on fleet management protocols.
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline.
Logistics Manager
Nordstrom
02.1994 - 07.2001
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline
Optimized supply chain operations to enhance efficiency and reduce costs.
Led cross-functional teams in implementing logistics strategies aligned with business objectives.
Developed a material cost training programs for staff to enhance operational knowledge and performance.
Resolved shipping discrepancies by coordinating customer and courier communications.
Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures.
Logistics Manager
Nordstrom
02.1994 - 07.2001
Responsible for employee performance evaluations, compensation recommendation, training, on-boarding, counseling, and discipline
Optimized supply chain operations to enhance efficiency and reduce costs.
Led cross-functional teams in implementing logistics strategies aligned with business objectives.
Developed a material cost training programs for staff to enhance operational knowledge and performance.
Resolved shipping discrepancies by coordinating customer and courier communications.
Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures.
Education
2 years of study
Cuesta College
Integrity Management Solutions - a management development program
Skills
Goal-oriented planning
Cross-functional collaboration
Operational efficiency management
Budget oversight
Warehousing management
Problem-solving
Teamwork and collaboration
Team coordination
Accomplishments
Documented and resolved first call completion of 58% to 89% with recommend trainings and slight process changes.
Collaborated with diverse team of 8 in the development and transition of new nationwide Intranet site.
Achieved inventory loss of 25% to 1.3% by building distribution center and controlling departments inventories using Oracle inventory system.
Timeline
Senior Manager, Training Support Call Center Program Management
American Red Cross
07.2021 - Current
Senior Manager, Training Support Call Center Program Management
<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