Sr. Director of Military Operations |
January 2017 – November 2024
University of Phoenix
Responsible for overall departmental leadership. Develop and execute strategy, goals, budget, and timelines for delivery. Lead cross-functional collaboration to identify gaps, drive continuous improvement, and analyze data to measure effectiveness of solutions. In this role I lead operations, standardization, outreach, and engagement managers in the design and execution of a cohesive segment strategy. We, in turn, partner with cross-functional leaders from around the enterprise find innovative ways to create a world-class customer experience.
Revenue Growth
Increased segment sales 14% YoY by implementing efficient and consistent practices leading to reduced fluctuations in monthly lead generation
Relationship Building
Created scalable relationship model for standardized approach to personalized customer interactions
Process Optimization
Led successful development of business requirements, process maps, and data dictionary resulting in technology solution optimizing high-stakes account management
Cross-functional Collaboration
Led stakeholders to successfully navigate a complex transition between 3rd party platforms
Data-driven Decision Making
Led development of data reporting and KPI dashboard enabling performance management and alignment with organizational goals
Enrollment Manager/Representative |
March 2005 – January 2017
University of Phoenix
Led sales teams to exceed monthly goals and own customer success. Cross-functional collaboration, teamwork, and a culture of coaching and accountability were the keys to success.
Sales leadership
Led turnaround success of lowest performing sales teams in my division to top 25% performers
Operational Efficiency
Developed a low-tech solution to drive customer retention and improve onboarding consistency
Staff training
Created and executed advanced training programs leading to rapid departmental growth
Helicopter Crew Chief |
March 2000 – March 2005
United States Marine Corps
Responsible for training, safety, and wellbeing of junior Marines as well a the maintenance and mission readiness of squadron assigned aircraft. Flew countless testing and training flights as well as war-time missions in Iraq.
leadership
Led teams of as many as 40 marines in fast-paced environments to successful, on-time project completions
action oriented
Successfully and routinely turned ambiguity into action plans and execution
