Senior Operations Executive with 20+ years of progressive leadership across healthcare imaging, enterprise operations, and large-scale contact center environments.
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Senior Operations Executive with 20+ years of progressive leadership across healthcare imaging, enterprise operations, and large-scale contact center environments. Proven ability to lead national, multi-site operations; drive enterprise-wide process transformation; and deliver measurable improvements in efficiency, revenue growth, cost containment, and customer experience. Recognized for building high-performing leadership teams, aligning operations with strategic growth objectives, and executing complex change initiatives across highly regulated environments.
Operational Strategy & Execution
Multi-Site & Remote Operations
Financial & Performance Optimization
Cross-Functional & Executive Collaboration
KPI & SLA Governance
AKUMIN – Director, Operational Process & Access (2024–2026)
Directed national operational strategy and workflow optimization across a nationwide imaging footprint. Led cross-functional initiatives, standardized enterprise processes, reduced Order-to-Schedule turnaround times, dissolved ROCC for cost savings, provided interim oversight for 17+ sites, and served as national SME for two RIS conversions.
SUMMIT HEALTH – Site Supervisor, Imaging / Supervisor, Imaging Call Center (2020–2024)
Oversaw imaging site operations, financial performance, staff leadership, and patient experience. Led centralized scheduling operations handling ~200,000 calls annually across multiple hubs. Supported merger integration and enterprise service excellence initiatives.
BEST BUY CO., INC. – Assistant Manager, Geek Squad Customer Care (2015–2020)
Led regional call center and home delivery operations supporting 300+ retail stores. Reduced operating expenses by 11%, improved NPS by 13 basis points, and led teams of 100+ associates.
ENABLX INCORPORATED – Call Center Director (2005–2015)
Directed multi-client contact center with 100 representatives handling 1.6M calls annually. Achieved 95% SLA compliance and 98% first-call resolution.
