Experience

A Career Focused on Building Better Operations

For more than 25 years, I've helped organizations strengthen customer operations, develop leaders, and improve service delivery. From leading global contact center organizations at UPS to transforming operational support functions at Flagger Force, my career has centered on one goal: building organizations that scale while creating exceptional customer experiences.

Leading Through Partnership

Driving Results Through Partnership

Throughout my career, I've learned that the most meaningful operational improvements don't happen within a single department—they happen when leaders bring people together around a common goal.

Whether leading global customer operations at UPS or strengthening operational support at Flagger Force, I've partnered across organizations to align strategy, improve execution, and deliver better outcomes for customers, employees, and the business. My role has often been to bridge operational, technical, and business priorities, ensuring decisions support both immediate needs and long-term organizational success.

I've collaborated extensively with leaders across:

  • Field Operations to improve workforce planning, dispatch execution, and operational coordination.

  • Customer Experience & Service Delivery to strengthen customer outcomes and operational performance.

  • Risk & Safety to improve consistency, incident response, and operational compliance.

  • Finance to support business planning, operational investments, budgeting, and resource allocation.

  • Human Resources to develop leaders, strengthen succession planning, and improve organizational capability.

  • Business Development & Sales to align operational capabilities with customer expectations, service commitments, and business growth.

  • Information Technology to implement new technologies, improve operational tools, leverage automation, and modernize customer support capabilities.

  • Executive Leadership to develop strategic initiatives, evaluate organizational priorities, and lead enterprise-wide transformation efforts.

Flagger Force

Senior Manager, Operations Services Center

2025 – Present

Building Scalable Operations During a Period of Growth

When I joined Flagger Force, my role extended beyond managing day-to-day operations. I was asked to strengthen the Operations Services Center while helping transform operational support for a rapidly growing traffic control organization with operations across multiple states.

Key Contributions

  • Expanded leadership responsibility across Response Teams and Order Processing.

  • Designed decision frameworks that improved intake, dispatch, escalation, and workforce allocation.

  • Led redesign of same-day response and after-hours support processes.

  • Developed an enterprise learning and performance strategy centered on knowledge management, quality, certifications, analytics, and AI-assisted support.

  • Created executive business cases that secured approval for a Continuous Improvement Manager role.

  • Led operational response during severe service impacts, workforce shortages, and critical customer escalations.

Leadership Focus

  • Operational Excellence

  • Customer Operations

  • Workforce Strategy

  • Continuous Improvement

  • Organizational Learning

  • Executive Partnership

United Parcel Service, Inc.

Senior Director, Customer Care Operations- Global Business Services

Leading Global Customer Operations

During my career at UPS, I progressed from Customer Service Telephone Clerk to Senior Director, leading global customer operations across captive and outsourced service organizations while partnering with executive leaders around the world.

Highlights

  • Led approximately 800+ team members across global operations.

  • Managed a $34M annual operating budget.

  • Built Enterprise Account Support from concept to seven global locations.

  • Improved customer retention by 12%.

  • Increased staffing capacity by 17% through leadership development and succession planning.

  • Directed operations across India, Poland, Guatemala, Jamaica, the Philippines, Egypt, Newport News, and Salt Lake City.

Director, Customer Care Operations - Global Business Services

Building High-Performing Teams

Led UPS' flagship customer contact center while strengthening operational performance, accountability, and customer experience.

Results

  • 29% improvement in overall operational performance.

  • 21% increase in operational efficiency.

  • 9% improvement in service levels.

  • Developed high-performing leadership teams.

  • Aligned operational execution with enterprise strategy.

Customer Service Manager

Developing Leaders and Improving Operations

Managed multiple customer service functions while improving customer experience, workforce effectiveness, and operational performance.

Key Achievements

  • Increased Net Promoter Score by 30%.

  • Led implementation of NICE technology.

  • Supported launch of customer operations in the Philippines.

  • Improved first-contact resolution and workflow efficiency.

Career Progression

One accomplishment I'm particularly proud of is my growth at UPS.

I began my career as a Customer Service Telephone Clerk and advanced through multiple leadership roles to become Senior Director of Global Customer Care Operations, leading teams of approximately 800 people across multiple countries. That journey reinforced my belief that investing in people, embracing continuous learning, and consistently delivering results create opportunities for both individuals and organizations.

Education & Executive Development

  • Bachelor of Science, Business Administration & Management — University of Phoenix

  • Leading & Managing Globally — Yale University & IMD

  • Executive Perspectives — Emory University Goizueta Business School