Service Agent Customer

Vice President / Director – Operations

Operations Planning / Client Experiences / Customer Service / Problem Solving / P&L

Program & Project Management / B2B & B2C Sales / Business Development / Team Building

Active Listening / Empowering Leadership / Win-Win-Win Negotiator / Churn Reducer

Driven and a self-starter, I find ways to stay motivated and inspired, focused and solution oriented. I work hard to make the world a better place. My leadership style is by example honed by serving in roles in travel, multi-media, hospitality, logistics, career counseling / training, and IT program / project management (large and small teams).

Experience

Owner, Luxury Rides, LLC 2020 – Present

Started as a 1099 Uber/Lyft contracted driver and quickly transitioned to full-time commercial operations. Our clients are well educated, shrewd yet affluent, creative beings of influence that seek out safe reliable transportation and travel options, elevating their experiences. We specialize in “rolling out the red carpet,” emphasizing "Creating a Transformative Experience." Hold full P&L and grew from scratch to $500K+ annual book of business. Created infrastructure, virtually managing all systems and processes. Recruited 1,500+ independent operators nationwide, manage fleet of 5 vehicles, and 15 part-time drivers.

President / Chair, Mercy Exchange 2019 - 2020

A bespoke non-profit career transition agency providing tailored resumes, cover letters, headshots, a personalized ME Action plan, and career coaching.

As the overseer of day-to-day operations, recruited and managed a virtual team of 15+ professionals, steering vision, research, and training programs, and establishing community standards of practice, including hiring criteria. Held full P&L responsibility. Created a proprietary ME Action Plan protocol. Close operations due to COVID-19 impact.

Workers Compensation Medical Policy & Fee Schedule Rates Analyst 2016 – 2019

Colorado Department of Labor and Employment

Reviewed regulatory guidelines and compared them to existing statutory rules and medical policies, identifying opportunities for process improvements, and assessing health insurance rates as appropriate. Met with stakeholders, trained providers, and facilitated discussions regarding compliance, regulatory changes, and the resulting impacts on workers' compensation. Updated medical and dental fee schedules and policies annually.

Voted as Co-Chair of the Employee Relations Committee. Played a lead role in creating a new charter that raised accountability. Additionally, coordinated monthly events designed to build team spirit, raise funds for community outreach efforts, and promote internal and external resources.

Senior Business Analyst / Project Manager / Trainer, Jim Becker Consulting 2000 – 2016

Sourced and managed projects human resources, media content creation and information technology (system integrations), serving clients from across the United States, managing and meeting their needs. In total, championed 23 projects, with budgets up to $10.5M, and directed staff of up to 11 across 4 continents. B2B clients served include:

Colorado Medicaid: Contracted to become the Subject Matter Expert of the Legacy MMIS systems during a major corporate vendor shift and migration.

SCL Health Network: Hired to put EPIC / HealthStream migration back on track. Completed 2-months early.

Sacramento Catholic Charities: Served as Interim IT Systems Administrator, modernized asset management tracking and integrated virtual helpdesk. Built a training portal from scratch to support area programs.

ABC News: As a freelance photojournalist, sourced newsworthy material, captured content, edited, and processed for final production on local and national news networks.

USA Schools: Provided tailored consultation and instruction to meet clients' unique needs. Specialized in career transition services, LEAN, agile, project management, web design, requirements documentation, general administration, PC repair and troubleshooting, photography, and graphic design.

OD-Network: Spearheaded the training and development of displaced or soon-to-be-displaced workers. Provided comprehensive career consultancy services, including planning, mentoring, counseling, and education to inner city clientele. Hosted various workshops throughout Southern California.

Americas Job Network Inc: Hired and contracted to manage a team of seven (7) marketing directors, overseeing 1,200+ new accounts annually. Ensured timely creation and delivery of creative materials, campaign plans, marketing efforts, and product rollouts. Led coordination for persuasive, high-quality proposals through the organization of pursuit, following RFP requirements, and overseeing graphic design and formatting.

Earlier:

Photojournalist / Photographer, Jim Becker Photography, LLC. Director of Customer Service, Rocky Mountain Internet. Call Center Customer Service Agent, Rocky Mountain Internet. Logistics Manager, AT&T Global. Yeoman (SS), US Navy.

Education

Colorado Christian University, MBA

Metropolitan State University of Denver, BA, Journalism; Speech Communication; Digital Media

UEI College, Computer Systems Technician, Information Technology Project Management

Licenses & Certifications

Lean Project Leader / Champion – BMGI, 2014

Lean Team Member – BMGI, 2014

The Six Morning Habits of High Performers – LinkedIn, 2020

Fighting Gender Bias at Work – LinkedIn, 2020

Sales: Handling Objections – LinkedIn, 2020

Volunteer Activities

Chairman, Friends in Transition (2010-2013)

Children’s Coordinator – Denver Church of Christ (2000 – 2013 and 2019 - 2021)

Nurturing Fatherhood Program Co-Facilitator – Aurora Mental Health Center (2008 – 2012)

Awards

2017 Employee of the Month (Sep) – State of Colorado, Workers’ Compensation Division

2011 Father of the Year – Colorado Fatherhood Coalition

2007 President’s Award – America’s Job Network

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