District Manager - Kept Companies
(2025-06 - 2026-04)
Led regional operations across eight branch locations with responsibility for customer satisfaction, financial performance, workforce planning, operational excellence, and leadership development.
- Scaled regional operations by evaluating staffing requirements, deploying equipment and field resources, implementing standardized operating procedures, and improving logistics coordination to support business growth across multiple locations
- Standardized delivery workflows and operating procedures using Six Sigma methodologies, increasing consistency and reducing service variability across locations
- Monitored customer service metrics and operational KPIs, implementing corrective actions to improve on-time delivery and customer satisfaction outcomes
- Partnered with customers and internal leadership to ensure successful onboarding, operational readiness, and long-term service adoption across multiple regional locations
- Leveraged AI-assisted tools to develop standardized Statements of Work and operational documentation, improving technician productivity, consistency, and customer communication
- Position concluded due to a company-wide reduction in force
Zone Director, East - Gatekeeper Systems
(2023-10 - 2025-05)
Improved First-Time Fix to 90% and increased Customer Satisfaction by 100% through leadership, coaching, and operational transformation.
- Led regional customer implementations including scheduling, installation, onboarding, training, customer adoption, and long-term operational success
- Developed and presented Executive Business Reviews (EBRs) using KPI trends, customer metrics, project status, and operational performance data to guide strategic decisions and strengthen executive client relationships
- Conducted root cause analysis and implemented corrective actions that improved service quality, reduced recurring issues, and enhanced customer satisfaction
- Reduced service inefficiencies and improved delivery quality by 50% through continuous improvement initiatives and field audits
- Collaborated with internal teams and external vendors to optimize response times, scheduling workflows, and service quality
- Enhanced customer experience, contributing to a 100% increase in CSAT through proactive service management and issue resolution
- Position concluded due to a company-wide reduction in force
National Field Service Manager - Better Engineering
(2022-10 - 2023-10)
Generated more than $2M in parts revenue while leading operational improvements that resulted in a 98% ISO 9001 audit score.
- Oversaw national service delivery programs, coordinating across sales, engineering, and service teams
- Led weekly cross-functional planning sessions ensuring successful project execution and implementation milestones
- Implemented process improvements that resulted in a 98% ISO 9001 audit score, strengthening compliance and quality standards
- Established structured reporting and operational reviews to track performance and identify improvement opportunities
Regional Field Service Manager - Pitney Bowes, Inc.
(2003-10 - 2022-07)
Delivered three consecutive years of revenue growth while maintaining strong SLA adherence and cost control.
- Directed a distributed field service organization of 35 technicians supporting enterprise customer implementations, ongoing service delivery, and executive customer relationships across multiple territories
- Developed and executed capacity planning strategies, aligning workforce resources with regional demand
- Improved workforce flexibility and utilization through cross-training and development programs
- Strengthened vendor and partner performance through structured accountability and performance tracking
- Familiar with mailroom operations from a field technician and field manager's perspective
- Position concluded due to a reduction in workforce due to a company merger
