Professional Experience

Two decades of operations leadership

Traditional timeline with systems and outcomes emphasized over job descriptions. Each role focused on building sustainable systems, not just managing day-to-day operations.

Director of Operations

Rise Broadband

Loveland, CO (Remote 2023–2025) June 2015 – December 2025 10 years

Led operations across billing, retention, sales, chat support, email support, PDX (phone tree), and all corporate/business account equivalents while coaching a 10-person leadership team. Managed multiple M&A integrations—unifying teams and presenting unified vision to stakeholders. Successfully transitioned to and managed fully remote operations (2023–2025).

Career Progression at Rise

Billing Team Lead → Billing Supervisor → CS Manager → Director of Operations

Systems Built

  • Training infrastructure redesign (44→25% attrition)
  • Agent-facing performance dashboards (real-time visibility)
  • Agent ownership program (80% escalation reduction)
  • Automated reporting systems (+10hrs/week saved)
  • Workforce Management foundation (stakeholder research)

Team Impact

  • 10-person leadership team development
  • Remote operations management (distributed workforce)
  • Cross-functional collaboration (Training, IT, Product)
  • Quarterly operational audits (root cause focus)

Key Projects

  • Redesigned onboarding curriculum with Training department
  • Built agent-facing dashboards eliminating approval gatekeeping
  • Eliminated redundant reporting requiring 10+ hours weekly approval
  • Conducted stakeholder interviews leading to WFM team creation
  • Improved first-call resolution by eliminating escalation pathways

Regional Manager

Connect Wireless (AT&T Authorized Retailer)

Denver, CO November 2008 – May 2015 7 years

Managed 12-store region for third-party AT&T retailer. Promoted from Sales Associate to Regional Manager over 7 years, using frontline experience to bridge corporate-store communication gaps. Led multiple M&A integrations as company acquired smaller retailers, unifying teams and processes.

Systems Built

  • Corporate Sales Trainer role creation
  • Practical skill development curriculum
  • Manager coaching tools & frameworks
  • P&L ownership transition for store managers
  • Quarterly operational audit process

Operational Improvements

  • Co-created training program replacing motivational fluff with skill development
  • Developed coaching tools for consistent manager feedback
  • Shifted store managers to P&L ownership (reduced regional dependence)
  • Implemented audits identifying root causes vs. symptoms
  • Prepared high-performers for leadership progression

Career Progression

Sales Associate → Store Manager → Regional Manager (7 years)

Education

Master of Arts in History

Colorado State University, Fort Collins | December 2015

Graduated with distinction

Bachelor of Arts in Political Science

Colorado State University, Fort Collins | May 2013

Graduated cum laude

Professional Development

Leadership & Management

Situational Leadership, Coaching for Performance, Remote Team Dynamics

Training & Development

Train-the-Trainer Certification, Instructional Design Fundamentals, Adult Learning Principles

Operational Excellence

Lean Process Improvement, Data-Driven Decision Making, Change Management

Technical Certifications

VoIP/PBX Systems, Network Fundamentals, SaaS Platform Administration, Contact Center Technologies