Operations Manager at Grey Solutions (2023-01 – 2025-12)
Led daily operations for 50+ team members across dispatch, logistics, customer support, and admin functions.
- Led daily operations for 50+ team members across dispatch, logistics, customer support, and admin functions.
- Improved KPIs by 25% by establishing SLA-aligned workflows and performance management systems.
- Reduced operational expenses by 15% through vendor negotiations and resource optimization.
- Implemented process automation that increased client satisfaction and operational efficiency by 20%.
- Supported HR with recruitment, onboarding, evaluations, and workforce planning for U.S. and Canadian accounts.
- Ensured compliance, service quality, and consistent communication with domestic and international clients.
- Collaborated directly with the CEO and leadership team on operational strategy and scaling initiatives.
Operations Manager at CrewsLink (Client of Grey Solutions) (2022-04 – 2024-12)
Managed North American operations as the exclusive Operations Manager under Grey Solutions' delivery model.
- Managed North American operations as the exclusive Operations Manager under Grey Solutions' delivery model.
- Implemented a GOJO scheduling system, reducing deployment errors by 30% and improving accuracy.
- Built crew forecasting and allocation models, reducing operational costs by 20%.
- Digitized onboarding processes, improving new-hire productivity time by 40%.
- Directed operations across dispatch, HR, and field teams, ensuring seamless service delivery.
- Served as primary liaison between Grey Solutions and CrewsLink leadership for performance alignment.
- Worked closely with the Director of Business Development, CFO, Account Manager, and Safety & Compliance Manager to ensure operational alignment and compliance.
Client Support Coordinator at Grey Solutions (2021-06 – 2022-04)
Coordinated dispatch operations for U.S. and Canadian clients, improving accuracy and reducing delays.
- Coordinated dispatch operations for U.S. and Canadian clients, improving accuracy and reducing delays.
- Managed scheduling, documentation, communication pipelines, and operational reporting.
- Developed foundational workflows later adopted across multiple departments.
- Enhanced reporting visibility and onboarding through implementation of new tools and documentation.
- Improved dispatch completion rates by 18% through workflow and communication improvements.
