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Personal Diary

Skills

While my expertise is rooted in decades of high-level professional experience, it is driven by a deep commitment to continuous research, acute observation, and a practical approach to complex problem-solving. I believe that true professional success is found at the intersection of human-centered leadership and strategic innovation—solving institutional challenges while making contributions that hold genuine value.

My career has been a study in adaptability and excellence, and I remain dedicated to evolving my skill set alongside the industries I serve. I invite you to explore my portfolio and reach out to discuss how my multidisciplinary background and operational insight can support your next project or organizational goal.

Operations Managemet
Process Improvements
Data Analysis and Reporting

Operations Management

My operational expertise is anchored in my leadership roles at PSAV, Sutherland, and Audacia Bioscience. At a high level, these positions required the comprehensive oversight of multidisciplinary departments—including sales, technical operations, marketing, and human resources. I believe that sustainable operations require both constant maintenance and the agility to integrate disparate parts into a cohesive, functioning whole.

Strategic Execution & The "Hill" Philosophy

I thrive in environments that require juggling complex, simultaneous projects. My approach is rooted in the belief that effective operations management is the bridge between a clear vision and its successful execution. During my tenure at Audacia Bioscience, my role was defined by a singular focus on objective-based leadership: identifying the "hill" that needed to be taken and mobilizing the necessary resources to secure it, regardless of the complexity of the terrain.

The Power of Removing Obstacles

A foundational lesson in my management style came during my time at PSAV. I learned that an effective leader does not need to be a subject matter expert in every task; rather, their primary value lies in removing obstacles for those who are. By clearing the path of distractions and administrative friction, a leader allows their team to execute with focus and precision. I carry this "servant leadership" model into every role, ensuring my teams have attainable goals and a clear path to achieve them on time and within budget.

Balancing Complex Stakeholder Interests

At Sutherland, I mastered the delicate balance between employee, corporate, and client relations. In the Business Process Outsourcing (BPO) industry, where contracts often include punitive clauses regarding volume and attendance, success depends on meticulous attention to detail. I served as the central point of coordination, ensuring that client expectations were exceeded and corporate profitability was maintained, all while fostering the strong employee relations necessary to execute high-stakes plans.

Operational Resilience During Global Crisis

The COVID-19 pandemic presented the ultimate operational challenge. At Audacia, I was tasked with building an entire supply chain from the ground up during a global shutdown. This required me to simultaneously manage marketing strategy, production scheduling, HR, and financial oversight (AP/AR), while designing the systems required to move clients through testing facilities efficiently. Overseeing the simultaneous R&D of multiple web applications during this period solidified my ability to maintain operational integrity under extreme pressure.

Process Improvement

Data-Driven Optimization

My diverse professional history allows me to approach process improvement from a unique vantage point, blending the strategic discipline required by rigid corporate structures with the speed and responsiveness essential for startups. Whether navigating legacy systems or building from the ground up, I focus on creating workflows that are both measurable and meaningful.

Transforming Quality Assurance from Punitive to Productive

At Sutherland Global Services, I observed that the existing quality program for RIM BlackBerry was functioning primarily as a punitive measure, providing little actionable data and creating an adversarial relationship between management and agents. By isolating a specific section of the workflow and illustrating a clear cause-and-effect relationship between coaching and results, I was authorized to redesign the entire QA process. My team’s intervention focused on behavioral drivers rather than strictly numerical penalties, successfully reducing dissatisfied customer surveys to less than 5%.

Advocating for Metric Integrity in High-Touch Support

Tasked with overseeing a Tier 3 VIP support team for RIM, I identified that the standard "Average Handle Time" (AHT) metric was an insufficient measure of success for high-priority, complex technical support. I used longitudinal data to demonstrate that while individual calls might exceed time targets, the metrics normalized over a broader period without sacrificing quality. By shifting the focus away from the clock and toward comprehensive resolution, we empowered agents to engage authentically with clients. This resulted in significantly higher satisfaction surveys and improved employee retention, as agents felt valued for their expertise rather than confined by a script.

Technical Precision in Manufacturing & Compliance

During my tenure at Audacia Bioscience, I translated complex R&D requirements into rigorous manufacturing standards. I designed and implemented the comprehensive specification sheets for our antibody and antigen tests, breaking products down into base components and documenting precise material origins and manufacturer data. Furthermore, I established the end-to-end quality control protocols for the production line—defining the thresholds for tolerance, testing frequencies, and failure-response workflows to ensure full regulatory alignment.

Data Analysis and Reporting

Visualization & Reporting

In high-volume operational environments, the ability to transform raw data into a compelling, fact-based narrative is essential for informed decision-making. My experience at Sutherland and Audacia Bioscience has been defined by the capacity to synthesize complex datasets into actionable insights that improve floor-level efficiency and inform executive-level policy.

Operational Transparency & Performance Metrics

At Sutherland, I managed a high volume of raw performance data, requiring precise sorting and reporting across the organizational hierarchy. On a departmental level, I utilized data-driven "stack ranking" to manage personnel, weighting metrics such as average handle time, resolution rates, and attendance. This required expert-level proficiency in Excel to provide immediate, transparent proof of performance during shift-bid cycles and performance reviews. By grounding these interactions in objective data, I was able to facilitate clear, factual conversations that reduced interpersonal friction and improved team accountability.

Data Synthesis for Diverse Audiences

At Audacia Bioscience, I was responsible for processing raw clinical data regarding cannabis consumption for a variety of external stakeholders. I transcribed and analyzed complex datasets, tailoring the visual output to the specific needs of the destination:

  • Scholarly & Academic Journals: Developed high-fidelity data tables and rigorous technical representations for peer-reviewed publication.

  • Mass Media & Journalism: Created "soft" representations, including infographics and intuitive charts, to make complex findings accessible to a general audience.

Dynamic Financial Modeling & Cost Analysis

On the business operations side, I oversaw quoting, pricing, and general cost analysis. To streamline these high-stakes negotiations, I built proprietary financial modeling tools in Excel that allowed for real-time cost adjustments during client consultations. By integrating dynamic variables into these tools, I could generate an immediate Purchase Order (PO) once terms were reached, significantly shortening the sales cycle and securing intent through data-backed transparency.

Staff Leadership

My approach to leadership is rooted in a philosophy I first encountered in the Army Cadets: learn fast, work hard, and define the path. I view leadership as the art of influencing behavior to achieve collective goals. For me, the emphasis is on art and influence; leadership is not merely the delegation of tasks, but the ability to identify individual strengths and weaknesses and strategically engage those attributes to drive organizational success.

Strategic Team Oversight

  • BMO Nesbitt Burns: I led a specialized digital team through a high-velocity merger. Our success relied on working with extreme precision under tight deadlines, ensuring that every design choice and line of code was meticulously documented for a seamless institutional handover.

  • Audacia Bioscience: My leadership spanned diverse groups, including research teams, full-stack developers, and co-op students. I functioned as the central point of operational integrity, ensuring teams had the necessary infrastructure and clear timelines to execute their mandates, while simultaneously overseeing accounts payable, receivable, and internal IT systems.

Operational Command & Servant Leadership

  • PSAV: In the high-stakes hospitality sector, I led technical teams in the execution of large-scale AV events with budgets reaching $500,000. My leadership style focused on logistical precision—ensuring appropriate deployment and professional standards—balanced with "servant leadership." I prioritized the well-being of my technicians, personally managing break rotations and ensuring personnel were rested and alert to maintain the 24/7 service standards required by luxury hotel partners.

  • Sutherland Global Services: I managed large-scale programs exceeding 100 employees, with direct leadership of teams up to 40. This role required a dual focus: meeting rigorous client KPI metrics while maintaining the human side of management. I oversaw the full lifecycle of employee development, including training initiatives, structured performance reviews, and the implementation of Performance Improvement Plans (PIPs) to ensure departmental excellence.

System Architecture

My approach to systems architecture is rooted in the creation of seamless, end-to-end process flows that prioritize both operational efficiency and user experience. From high-volume corporate call centers to rapid-response clinical testing, I design frameworks that translate complex requirements into reliable, scalable systems.

Iterative Design & Quality Overhaul

My foundational experience in systems architecture began with specialized teams at Sutherland, where I developed complex decision trees, scripting protocols, and call-flow logic. I eventually utilized this deep systems knowledge to lead the comprehensive redesign of the BlackBerry Quality Control Program. By analyzing the existing architecture, I was able to identify systemic frictions and rebuild the workflow to improve data accuracy and agent performance.

High-Stakes Crisis Architecture

At Audacia Bioscience, I applied these architecture principles to the development of a COVID-19 travel testing and certificate generation system. I designed the logic flows to ensure a high-velocity launch under intense public pressure. By mapping the system from initial intake to final certificate issuance, I achieved a launch with zero critical failures, maintaining system integrity throughout the peak of the pandemic travel era.

Small Business Systems Integration

During my tenure with The Good Greek Bakery, I acted as the primary systems architect, continuously refining the integration between production cycles and sales funnels. This required tying together disparate departments—manufacturing, retail, and wholesale—into a single, cohesive operational model that allowed a small-scale business to function with the efficiency of a larger enterprise.

Usability Testing & Quality Assurance

A hallmark of my architectural approach is the rigorous application of usability testing. I believe that a system is only as good as its weakest user touchpoint. By engaging in iterative user testing and gathering feedback at every stage of development, I am able to identify and rectify bugs before deployment. This feedback loop allows me to not only correct technical errors but also to incorporate valid user-suggested improvements into future builds, ensuring that the final architecture is as intuitive as it is robust.

Travel Tool Flowchart
Travel Tool 1.0
Opening Design

Website and App Development

 

My expertise in digital development began at the forefront of database-driven web design. Over three decades, I have evolved those core principles to build high-functioning, integrated ecosystems that bridge the gap between user experience and back-end operational efficiency.

Automated E-Commerce & Retail Integration

For The Good Greek Bakery, I designed and deployed a comprehensive e-commerce platform that functioned as the primary engine for our retail growth. Beyond the front-end branding, I engineered a seamless transactional flow: from customer acquisition and secure payment processing to automated order confirmations and logistical delivery scheduling. This system allowed a boutique business to operate with the digital sophistication of a large-scale retailer, ensuring brand consistency and operational reliability.

Corporate Ecosystems & Medical Operations

At Audacia Bioscience, I architected a multi-layered digital ecosystem designed to handle the high-security and high-velocity needs of the COVID-19 testing industry. Leveraging the integration of Wix, Square, and Google Workspace, I developed a platform that included:

  • Dual-Portal Architecture: Dedicated login environments for employees to access internal forms and a client-facing portal for corporate accounts to manage high-volume testing bookings.

  • Live Operational Syncing: A fully functional booking engine that integrated directly with Square for secure financial processing and synced in real-time with Google Calendars to provide dynamic scheduling for clinical staff.

  • Automated Data Management: A secure environment for the distribution of medical forms and results, ensuring that corporate clients had a seamless, self-service experience that reduced our internal administrative overhead.

Travel Certificate
Manual
Covid Testing Onboarding
Staff Leadership
System Architecture
Marketing and Communication

Marketing and Communication

At the core of any successful venture is the ability to translate operational capabilities into a compelling narrative. Throughout my leadership at The Good Greek Bakery and Audacia Bioscience, I have directed comprehensive marketing strategies—encompassing branding, social media, and traditional media campaigns—to differentiate our services in competitive markets.

I prioritize absolute consistency across all channels, ensuring that visual assets, messaging tone, and the "brand ecosystem" remain unified. By aligning the strategic "vibe" with the functional needs of the business, I create campaigns that not only attract attention but build long-term consumer trust.

Case Study: COVID-19 Travel Testing Campaign

The examples below illustrate a targeted marketing campaign designed during a period of high market volatility. The objective was two-fold: to capture the high-intent "traveler" demographic requiring authenticated testing and to build confidence for individuals returning to large-scale public events. By utilizing a mix of digital storytelling and authoritative technical branding, we successfully positioned the company as a premium, reliable solution for pandemic-era mobility.

Effective marketing relies on high-impact imagery and a design language that intrinsically evokes the desired emotional response toward the product and the brand. I specialize in the "Branding Cycle"—guiding a concept from its initial inception through to a fully realized market identity.

My experience includes collaborating with creative agencies to translate abstract business goals into tangible brand assets. I have overseen the entire development process, including:

  • Strategic Inception & Brainstorming: Defining the core narrative and market positioning.

  • Mood Boards & Aesthetic Direction: Establishing the "general vibe" and emotional resonance of the brand.

  • Visual Architecture: Selecting color palettes, typography, and iconography that ensure psychological alignment with the target audience.

  • Brand Identity Integration: Ensuring that logos and visual standards are applied consistently across all digital and physical touchpoints to build long-term consumer trust.

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During the COVID-19 pandemic, one of the primary operational challenges was the public’s confusion regarding shifting travel regulations, return-to-work protocols, and testing requirements. To address this, I developed an "Information Design" strategy aimed at reducing friction and anxiety for our clients.

I produced and scripted a series of high-impact "whiteboard" advertisements—each under 90 seconds—designed to translate complex government mandates into clear, actionable steps. These videos served as a vital educational bridge, helping users understand the nuances of the booking process and the specific documentation required for mobility and workplace reentry. By prioritizing clarity and brevity, I was able to drive higher conversion rates for our testing services while establishing our brand as a trusted authority during a period of national uncertainty.

Travel Testing

OnePass

Business Support Tools

Business Support Tools

I specialize in developing bespoke business support tools that streamline daily operations and provide a clear, data-backed foundation for strategic decision-making. By leveraging advanced Excel modeling and visual mapping, I ensure that my organizations maintain low overhead while achieving high-level analytical precision.

Bespoke Financial & Operational Modeling

In startup environments like The Good Greek Bakery and Audacia Bioscience, I utilized Excel to create custom-built solutions for tasks that typically require expensive subscription software. By developing internal tools for inventory management, quote generation, and purchase order tracking, I successfully minimized recurring costs while maintaining total control over data integrity. These tools allowed for real-time visualization of financial data, making it easier to identify trends and adjust operations with agility.

Dynamic Forecasting & Pricing Strategy

I utilize dynamic modeling to bridge the gap between manufacturing costs and retail pricing. By building tools that visually present variables—such as material markups, labor costs, and alternative scaling scenarios—I facilitate more accurate forecasting and budgeting. These models allow stakeholders to adjust variables in real-time to see immediate impacts on margins, ensuring that pricing decisions are rooted in the best possible fiscal logic.

Visual Systems Mapping & Logic Flows

To move beyond spreadsheets, I use flowcharting and design tools like Visio and Adobe XD to map organizational logic and system architectures. These visual representations are essential for identifying operational "gates" and bottlenecks that are often invisible in written documentation. By visualizing the movement of data and personnel through a process, I can open new avenues of understanding and refine workflows to ensure that all departments are moving toward the same objective with minimal friction.

Variable Quote Tool
Master Cost Analysis
Antigen Pricing Tool
Accounting and Payroll

Accounting and Payroll

My experience in financial administration ranges from high-volume personnel timekeeping to the implementation of comprehensive accounting ecosystems for growing enterprises. I focus on creating transparent, reconciled systems that minimize administrative friction and ensure fiscal accuracy.

Audit-Ready Accounting & System Integration

At Audacia Bioscience, I led the selection and deployment of QuickBooks as our core accounting infrastructure. I restructured the chart of accounts to improve clarity and reporting accuracy, designing a unified document flow where quotes, purchase orders, and invoices existed as a single, traceable record. This "lifecycle" approach allowed for seamless verification at any stage of the customer cycle. To prepare for year-end closures, I performed retroactive monthly reconciliations across all bank and credit accounts, significantly reducing the time and cost associated with external accounting audits.

Integrated Payroll & Tax Compliance

I modernized Audacia’s financial operations by transitioning the firm to an integrated direct-deposit payroll system within QuickBooks. This integration allowed for the real-time synchronization of employment tax obligations and sales tax liabilities with our general operating expenses. By centralizing these functions, I ensured that tax compliance was automated and that executive management had a live, accurate view of the company’s burn rate and net profitability.

Personnel Timekeeping & Workforce Reconciliation

My foundational training in payroll began at Sutherland Global Services, where I managed the high-volume timekeeping requirements for large-scale teams. I was responsible for the daily reconciliation of punch-in/punch-out data, ensuring that all billable hours were verified and corrected prior to HR submission. This role required meticulous attention to detail and a deep understanding of the labor compliance standards required in a global corporate environment.

Human Resourcs

Human Resources

My approach to Human Resources is defined by a balance of rigorous compliance and a commitment to employee development. I have managed personnel at every stage of the professional lifecycle—from recruitment and onboarding to performance optimization and structured offboarding—within both high-volume corporate environments and lean startups.

Foundational HR Compliance & Performance Standards

At PSAV, I managed the end-to-end recruitment and onboarding process for technical staff, including the oversight of 90-day probationary assessments and annual compensation reviews. I ensured all scheduling and labor allocations remained in strict alignment with regional labor laws. By maintaining meticulous documentation of performance issues and issuing structured warnings, I protected organizational integrity while providing employees with clear paths for correction prior to corporate intervention.

High-Volume Personnel Management & Retention

At Sutherland Global Services, I scaled these practices to manage a rotating workforce of 30+ employees. In this high-intensity environment, HR management was a continuous operational requirement. I implemented Performance Improvement Plans (PIPs) to address skill gaps, while simultaneously directing recognition programs and quarterly engagement events. These initiatives were critical in boosting morale and reducing turnover in a high-pressure industry, fostering a culture of meritocracy and professional growth.

Strategic HR Infrastructure & Grant Procurement

At Audacia Bioscience, I architected the HR department from the ground up. This included:

  • Recruitment & Onboarding: I managed the full talent acquisition process—authoring job descriptions, conducting interviews, and developing a comprehensive onboarding package that included tax compliance and a formal employee handbook.

  • Organizational Culture: I facilitated offboarding and conducted exit interviews to gather actionable data for cultural improvement.

  • Academic Partnerships & Fiscal Strategy: I established a partnership with the University of Windsor to recruit four summer co-op students. By strategically navigating government grant programs and university subsidies, I secured multiple layers of funding that allowed us to extend their employment through the full season while maintaining a lean operational budget.

Office Management and Onboarding
Contractor Onboarding
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