Customer Service Manager

Von H. Pigg

Operations Executive

Sugar Land, TX 252-***-**** ******@*****.*** http://www.linkedin.com/in/vonhpigg/

SUMMARY

Experienced Operations Executive with significant career accomplishments leading resilient, high-performance teams throughout a comprehensive military career as a USMC Officer and private sector endeavors. Consistent results and sustained operational excellence in training and managing multi-dimensional geographically dispersed entities of over 2,000 Marines conducting combat operations and peace-time training. Produced comprehensive courses of action for senior leader decision making, provided oversight of acquisition programs and budgets, devised policies and procedures for operations execution, and delivered results exceeding project scope and stakeholder expectations. Career experiences augmented by completion of a Master’s of Business Administration in Financial Management. Current Top Secret / SCI security clearance

PROFESSIONAL CREDENTIALS

Operations Manager, Lance Rental Company, Houston TX May 2015 - March 2016

Directed 24/7 rental operation processes across three distinct product lines. Supervised the Customer Service team, Shipping and Receiving, Warehouse, and Maintenance personnel along with the CDL Drivers and delivery fleet.

Created a holistic Customer Service oriented organization resulting in improved customer relationships, increased equipment accountability, and reduced time required to process rental returns and customer invoicing.

Designed and implemented a comprehensive set of standardized rental operation’s procedures resulting in improved asset utilization, effective maintenance scheduling, and reduced turn-around time for returning equipment to “Rent Ready” status.

Implemented policies and procedures ensuring OSHA, Department of Transportation and Federal Motor Carrier Safety Administration and compliance.

Director / General Manager, US Southern Command Office, Pentagon June 2012 – April 2015

Liaison to the Office of the Secretary of Defense, the Joint Chiefs of Staff, and the Inter-Agency in the National Capital Region.

Promoted the US Southern Command brand and capabilities in response to regional crises: Mass-Illegal Migration, political instabilities, and natural disaster responses.

Established priorities for advocating for congressional authorities and resources for countering narcotics and other illicit trafficking in the Caribbean Sea and eastern Pacific.

Developed business partnerships with the National Security Council and the State Department’s Inter-Agency Working Group promoting and enhancing Citizen Security in Central America.

Director of Operations, Aviation Command and Control, HQ USMC June 2008 – June 2012

Directed the corporate level collaboration of Aviation Command and Control (AC2) doctrine, strategic warfighting integration, organizational training, and enterprise manpower (HR) requirements.

Collaborated with 16 staff officers and cross-functional teams in the daily confluence of AC2 warfighting requirements, product development and management strategies, and available resources for multi-billion dollar command and control programs and related equipment suites.

Promoted a $4.5B radar acquisition program to the USMC Deputy Commandants and Chief Executives; resulting in a positive program investment decision.

Coordinated and developed briefs and executive decision papers advocating air command and control doctrine, air and missile defense employment, and multi-service warfighting integration.

Chief Operating Officer / Commanding Officer, Cherry Point, NC Dec 2006 – June 2008

Chief Operating Officer responsible for a multi-division, regional conglomerate of over 700 Marines.

Successfully synchronized all aspects of training readiness, logistics, and manpower for five divisions and three distinct mission sets supporting tactical air operations and air traffic control.

Expertly directed the combat operations of five aviation operations centers in Iraq.

Established a successful business model by integrating a Marine Tactical Air Operations Center into a mature, multi-service airspace command and control environment.

Developed and implemented integrated airspace control tactics and procedures that led to a 33% increase in “on-station” time for Marine aviation assets in support of combat operations, more efficient use of aerial refueling assets and reduced air hazard / safety incidents by 50%. Initiated tactics and procedures to reduce air hazard / safety incidents between manned and un-manned aircraft systems.

Operations Management / Mid-Career Accomplishments Jun 1995 – Nov 2006

Operations Manager / Principal Staff Officer accountable for the combat readiness of a 2,000 strong Marine unit in support of assigned contingency and operational plans.

Collaboratively developed and implemented comprehensive collective and unit specific training plans supporting five squadrons and one battalion in preparation for combat operations in Iraq.

Coordinated the day-to-day priorities of the squadron’s principal staff officers; human resources, administration, logistics, and maintenance activities in support of daily operations.

Successfully completed an independent assignment as the Director of an Aviation Operations Center and 60 Marines conducting combat support operations in Afghanistan.

Developed a new cadre of leadership by mentoring the squadron’s junior officers and directing the squadron’s professional and talent development program.

Training officer for 20 instructors in the simultaneous conduct of three military occupational specialty training courses for junior officer and enlisted Marines.

Developed curriculum and performance standards for new equipment fielding and evolving tactics and procedures.

EDUCATION, CERTIFCATIONS, AWARDS AND HONORS

M.B.A. in Financial Management; Keller Graduate School of Management (2005)

B.B.A. in Accounting and Finance; Texas A&M University (1989)

Commandant of the Marine Corps Fellow to the Director of National Intelligence (2009)

Senior Level Executive Training, Brookings Institute (2009)

US Army Command and General Staff College (2004)

US Navy Fighter Weapons School (TOPGUN) controller course (1994)

USMC Weapons and Tactics Instructor (1993)

Training Schools, Human Resources, Administrative (1990 to 1992)

USMC Aviation Command and Control Squadron of the year (2008)

Legion of Merit, Bronze Star, Meritorious Service Medal (2), USN/USMC Commendation Medal (3)

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