Experience

Direct Lumber and Door of Colorado

• United States
• Wholesale Building Materials
• 1 - 100 Employee

• Field Operations Manager

  • Mar 2023 - Present



Interior Logic Group - Builder Services - Mountain

• United States
• Construction
• 1 - 100 Employee

• Operations Manager

  • Dec 2017 - Jan 2023

  • Managed various departments including warehouse, quality control, claims, production support, Countertop fabrication, subcontractor pay, and warranty. • Revamped and rebuilt the customer service team by creating accountability, using new KPIs resulting in a significant improvement in overall customer satisfaction. • Developed collaborative working relationships with Top 10 customers in the mountain region. • Successfully navigated moving from an in-person office to fully remote without decrease in customer service levels. • Improved warranty cost as a percent of revenue over the past 36 months from 2% in 2020, 1% in 2021, and .5% in 2022. • Key stakeholder in multiple corporate projects to standardize service across the organization. • Part of a small team chosen to document new Customer Service SOPs that were delivered to national teams. • Managed 45 direct reports with over 2.5 million of annual salary.



Empire Today

• United States
• Retail
• 700 & Above Employee

• General Manager

  • Jun 2015 - Apr 2017

  • Grew revenue by 20% since assuming GM market responsibilities in mid-2015. Estimated revenue in 2017 $30M.• Highest profitable market in the organization for 2015 (#1 of 70 markets).• #1 large market for sales closing percentage and average contract size in Q1 2017.• Revamped entire customer service staff and focused on fundamentals to dramatically improve NPS from low-20s to 50. • Proactive GM responsible for 60,000 sq. ft. office and warehouse including staff and contractors of approximately 100 people in install, sales, customer service, general office/accounting, and warehouse.• Worked to create a positive culture through demonstrating care, purpose, and incentive systems that lead to overwhelming staff loyalty and team stability.

• Senior Manager

  • Jun 2013 - Jun 2015

  • Developed, delivered, trained, and monitored over 50 corporate operating procedures so that all markets would standardize toward an operational vision of excellence.• Prior to promotion, created new corporate team to standardize SOPs across all markets.• Analyzed market data trends to find leading indicators that market segments were accelerating or slowing and recommended a course of action for regional market managers.• Monitored operational variances with a focus on data integrity across each market and partnered with regional manager and/or loss prevention and legal to ensure operational accountability.• Responsible for operational consistency in all 70 markets and partnered with regional managers to travel to struggling markets for operational development, training, and follow-up plans.

• Senior Supervisor

  • Oct 2007 - Jun 2013

  • Managed $2.5M of salary through 60-70 associates in a 24/6 environment that satisfied daily orders for the 1000+ sales representatives, which made up over $700M in annual top-line company revenue. • Spearheaded a first of its kind real-time dynamic query tool feeding production reports and leading to game changing analytics and insights of sales fulfilment. This tool supported increased visibility into multiple measures including order entry, which drove 99% accuracy.• Managed all aspects of recruiting, interviewing, hiring, talent development, training and coaching. Set schedules, payroll, performance scorecards, annual reviews and terminations for all order management staff.• Lead operational stakeholders on an 18-24 month effort to transform the organization from paper and fax entry to a mobile platform. Through this three-phased effort software would eliminate paper contracts in the customer’s home, capture all customer and job information on a mobile tablet. This transformation helped eliminate approximately 30,000 pages of paper per week, increased sales order accuracy and streamlined order management staff by 60%.



Lowe's Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Department Manager

  • Nov 2005 - Oct 2007

  • Opening team for $28M/year retail store. Prior to opening, learned store management approach and operational functions. Responsible for training a team of 15 associates on software, customer service and daily routines before opening day. • Exceeded department sales quotas, bringing in over $6 million in the store’s first year and exceeded expected margins by focusing on high margin install sales revenue. • Lead manager for the kitchen, appliance, and flooring departments. Responsible for the overall supervision, training, mentoring and scheduling of 15-20 person teams.



Willow Creek Community Church

• United States
• Religious Institutions
• 200 - 300 Employee

• Facilities Manager

  • Sep 2003 - Nov 2005

  • Responsible for pre-opening facility planning, staffing needs, vendor management and security detail that allowed scaled growth into a new state of the art $8M, 700,000 sq. ft. campus expansion project. • Led a 70-person facilities management team responsible for logistics of every event setup, custodial duties, security, A/V support services and creating positive guests experiences. Supported over 280 meetings and 30,000 guests per week. • Responsible for pre-opening facility planning, staffing needs, vendor management and security detail that allowed scaled growth into a new state of the art $8M, 700,000 sq. ft. campus expansion project. • Led a 70-person facilities management team responsible for logistics of every event setup, custodial duties, security, A/V support services and creating positive guests experiences. Supported over 280 meetings and 30,000 guests per week.