I build the infrastructure that makes organizations work.

Core expertise

Operational Systems & Workflow Design · SOP Development, Documentation & Training · Process Improvement & Implementation · Program & Project Management · Compliance & Quality Controls · Data Management, Reporting & Dashboards · Cross-Functional & Stakeholder Coordination · Budget, Vendor & Resource Management · Team Development, Performance & Capability Building

2024–2026

Data & Operations Manager

Directed business and program operations across a multi-site workforce-development organization and 3 state-funded programs. Held cross-functional responsibility for compliance, reporting, financial administration, technology, procurement, vendor management, facilities, and staff operations.

• Architected integrated data and CRM infrastructure connecting participant, program, compliance, and operational information across a pipeline of 600+ inquiries as monthly volume grew from 20 to 65
• Reconstructed 2 historical Illinois Works cohorts to raise compliance from 38% to 87%, then implemented preventive quality controls that supported 96% at the next grant-year closeout
• Designed an organization-wide financial administration model that achieved real-time transaction documentation, maintained current budget visibility, and eliminated manual investigation of undocumented expenses
• Operationalized a newly constructed location by coordinating municipal requirements, vendors, utilities, technology, security, access, facility services, and staff readiness

2021–2024

Field Learning Program Manager

Directed regional Learning & Development initiatives across a 10-store footprint during national expansion, bridging centralized design teams and live operations to pilot and operationalize workforce models.

• Led the architecture and deployment of 4 nationwide learning programs across a 57-store network
• Modeled workforce training demand across labor, headcount, scheduling, budgets, and supplies; became the first FLPM to execute simultaneous 2-store launches, achieving 90%+ completion against an 80% standard
• Established a cross-market field-intelligence framework across a 5-manager network, turning qualitative store observations into comparable operational data
• Exposed a systemic certification vulnerability by cross-auditing KNet and Qualtrics data, revealing that only approximately 10% of required assessments had been validly completed

2019–2021

Senior Retail Operations Manager

Served as a field-to-central implementation leader across a 5-state footprint, coordinating dependencies across 20+ corporate, technical, and site teams while testing and refining an emerging retail model in live environments.

• Translated field learning into 22 operational SOPs and 12 best practices incorporated into reusable launch infrastructure
• Engineered COVID-era onboarding and workforce readiness for 500+ associates and 50+ leaders
• Closed operational-control gaps across financial reconciliation, technology assets, and cross-team issue management
• Governed live testing of proprietary Dash Cart technology, isolating adoption and integration failures and feeding evidence back to product teams

2018–2019

Service & Engagement Executive Team Lead

Directed front-end operations and a 30-person team, integrating workforce planning, labor allocation, service execution, and emerging fulfillment models into daily operations.

• Designed flexible staffing and cross-training practices that maintained CSAT above 80% amid fluctuating demand
• Operationalized Target’s Drive-Up fulfillment model and achieved the district’s highest compliance with the 3-minute completion KPI
• Recovered all shared MyDevices reported missing during tenure through centralized asset controls
• Built structured coaching and development pathways that supported 3 promotions into leadership

2013–2018

Operations Store Manager

Directed business operations, merchandising lifecycles, and workforce management for a high-volume location with a 60-person multi-department team.

• Raised corporate audit performance from 67% to 94% by overhauling cash-handling, HR, and labor controls
• Selected by district leadership to conduct quarterly operational assessments and guide corrective-action planning across 5 stores
• Built a leadership pipeline that generated 10+ promotions into department management
• Controlled labor and expense budgets through real-time staffing adjustments and budget-to-actual monitoring

Education

Bachelor of Applied Science

Psychology & Sociology · Western Illinois University · May 2010

Skills & tools

Microsoft 365 · Google Workspace · SharePoint · Smartsheet · Tableau · QuickSight · Qualtrics · Salesforce · Bloomerang · IMPOWR · Workday · Kronos · Oracle · KNet · Illinois workNet · Acrobat Sign · Asana · Slack