Trayce Moreland
Chattanooga,TN
Summary
Seasoned Operations Manager skilled in contractor relations and service operations. Expertise in vendor management, workforce planning, and cross-functional collaboration to enhance customer satisfaction and operational efficiency. Focused on contractor sourcing and relationship management to improve service performance while implementing process improvements and managing KPIs across multi-state operations.
Overview
18
18
years of professional experience
Work History
MANAGER / OPERATIONS COORDINATOR
Johnston Enterprises
Chattanooga, TN
03.2023 - Current
- Oversee scheduling, workforce planning, and resource allocation to meet project deadlines and service commitments.
- Tracked operational KPIs and implemented process improvements to drive accountability and elevate service performance.
- Serve as the primary liaison between customers, contractors, vendors, and leadership to resolve issues and maintain strong business relationships.
- Sourced, evaluated, and managed contractor relationships, ensuring quality workmanship and responsiveness to enhance customer satisfaction.
- Led construction and service operations, coordinating contractors, subcontractors, vendors, and field crews across multiple projects and service areas to ensure seamless execution.
- Support onboarding, training, and performance management initiatives for employees and field personnel.
LEAD PROJECT ASSISTANT
Jacobs Engineering
Centennial, CO
08.2019 - 02.2023
- Coordinated high-volume municipal service operations, managing contractor assignments and service delivery to meet community needs.
- Collaborated with internal teams, vendors, and stakeholders to achieve timely project completion and address customer requests effectively.
- Acted as a subject matter expert and escalation resource for operational issues, contractor concerns, and workflow improvements.
- Trained and onboarded team members on policies and procedures, enhancing understanding of service standards.
- Monitored operational metrics and contributed to continuous improvement initiatives focused on efficiency and customer satisfaction.
ORDER MANAGEMENT SPECIALTY SUPERVISOR
Comcast Business
Englewood, CO
04.2013 - 03.2019
- Managed productivity, quality assurance, customer satisfaction, KPI performance metrics to drive team performance.
- Supervised 19 employees in high-volume call center, ensuring service delivery standards met.
- Conducted employee coaching, performance reviews, corrective action management, and career development planning.
- Resolved escalated customer and operational issues while maintaining service-level objectives.
- Collaborated with leadership teams to improve customer experience, operational efficiency, and employee engagement.
- Coordinated workforce planning, scheduling, training, onboarding to enhance operational readiness.
BUSINESS CLASS SALES SUPPORT
Comcast Business
Englewood, CO
01.2012 - 04.2013
- Supported customer service operations and order management, enhancing employee onboarding experiences.
- Assisted in developing process documentation and training materials, streamlining workflow improvement projects.
- Served as a resource for employees on customer service standards and operational procedures, ensuring compliance and consistency.
SERVICES SUPPORT SPECIALIST
Strategic Products & Services
Parsippany, NJ
10.2008 - 07.2011
- Coordinated service support operations, resolving customer issues to enhance satisfaction.
- Maintained operational reporting and service records to ensure accurate workflow documentation.
- Collaborated with internal teams and external service providers, aligning efforts to meet service delivery objectives.
Education
Some College (No Degree) - General Studies
Arapahoe Community College
Littleton, COSkills
- Contractor Recruitment & Qualification
- Contractor Support
- Performance Management
- Workforce Planning & Scheduling
- Multi-State Operations Management
- Operational Efficiency
- Project Coordination
- Work Order Management
- Vendor Performance Management
- KPI Reporting & Analytics
- Quality Assurance & Compliance
- CRM Systems
- Process Improvement
- Cross-Functional Collaboration
- Team Leadership & Supervision
- Employee coaching and mentoring
- Customer Experience Management
- Escalation Resolution
- Relationship Building
- Facility Management
- Problem solving
- Time management
Timeline
MANAGER / OPERATIONS COORDINATOR
Johnston Enterprises
03.2023 - Current
LEAD PROJECT ASSISTANT
Jacobs Engineering
08.2019 - 02.2023
ORDER MANAGEMENT SPECIALTY SUPERVISOR
Comcast Business
04.2013 - 03.2019
BUSINESS CLASS SALES SUPPORT
Comcast Business
01.2012 - 04.2013
SERVICES SUPPORT SPECIALIST
Strategic Products & Services
10.2008 - 07.2011
Some College (No Degree) - General Studies
Arapahoe Community College