Patrick H

Senior Operations Lead skilled in business operations management and strategic planning. Expertise in data analysis and project management drives operational efficiency and cost reductions. Collaborates effectively with cross-functional teams to implement process improvements that enhance performance and support organizational goals.

Operations Lead at Nurse Next Door (2025-04 – Present)

• Lead the formulation and deployment of best operational practices reflecting Nurse Next Door's principles.
• Maintained oversight of compliance requirements aligned with organizational policies and standards.
• Worked alongside internal teams, discerned performance deficiencies, and advised corrective actions.
• Oversaw projects designed to boost company success through improved efficiency.
• Deliver necessary tools and resources to franchise partners, ensuring their operational efficiency.
• Help coordinate training and educational initiatives to promote consistency and compliance.
• Monitor business trends and flag potential risks or deviations from brand standards.
• Lead process improvements, ensuring continuous learning, business scalability, and system-wide enhancements.

Field Operations Supervisor at Lifelabs (2022-03 – 2025-04)

• Provide leadership at Site and ensure quality; customer care and problem resolution at the site level
• Lead, oversee and manage logistics team including hiring, onboarding, and training, scheduling and managing performance, coaching for improvement, and managing progressive discipline for direct reports in collaboration with their manager
• Manage day to day operation of their area and generally plan to weekly or monthly cycles
• Supports a work environment of continuous improvement with safety as a priority
• Accountable for timely execution of all pickups/deliveries and adherence to routing guidelines while adhering to a Master Route and Employee Schedule and deploying resources on an excel basis due to unscheduled absences
• Provide insight and feedback to monthly operations and finance reports
• Able to analyze and manipulate data proficiently in excel
• Coordinate fleet repairs, annual licensing, insurance updates and adhere to maintenance schedules, investigating issues and daily variances
• Troubleshooting and repair/return activities of all hardware required for shipment management
• Support SOPs, Regulatory Compliance, Reporting and Document Control processes

Operations Superintendent at Canada Post (2016-09 – 2022-03)

• Supervise the daily operation of 5-7 supervisors & 100+ team members to ensure safe and efficient sortation, routing, and delivery of mail while upholding the highest levels of professional standards and service
• Conduct employee observations evaluations conducting practical assessments, on the job training with regards to learning and development including hands on/in class training
• Coordinate logistics, inventory and transportation with multiple shippers/carriers to ensure on time pickup and dispatches on a regional/national level professional standards and service
• Manage distribution network, and incoming international shippers dealing with customs, suppliers and multiple international carriers such as Fedex, UPS, DHL, Purolator, HKP, etc
• Conduct daily observations of employee productivity and perform investigations of abnormalities and work to improve performance
• Analyze daily productivity reports to determine problems and trends, and share plus analysis and results with the team and managers
• Produce reports, resolve related data issues, and perform other administrative tasks associated with a team leader role
• Promote good relations with external stakeholders such as bargaining unit representatives, contractors, customers and the general public

Client Relationship Manager at Jaguar Land Rover Richmond - Cowell Auto Group (2016-04 – 2016-09)

• Managed 200+ client accounts to provide exceptional customer service and rapport
• Oversaw numerous administrative duties including clerical, financial and assistance with managerial roles (e.g., payroll, scheduling, training, audits)
• Gathered relevant information from a variety of sources, including over the phone, in person, and by reading and interpreting information, to answer phone inquiries in accordance with customer priorities
• Organized, prioritized, and processed a high volume of incoming customer vehicle issues with frequent interruptions to meet changing business priorities and time demands
• Explained information in a professional manner, both orally and in writing, to supervise service and valet department staff
• Built and maintained rapport with a variety of individuals, including those that are insensitive or in difficult circumstances, to service operations or concerns posed by customers

B.A in Sociology – University of British Columbia Okanagan