Customer Service Business Development
Resume:
TODD WEBB
S E N I O R D I R E C T O R OF O P E R A T I ONS
Guiding resourceful, insightful, and efficient business operations as a productive and customer-centric executive leader Program & Project Leadership
Customer Service Excellence
Solutions Development
Managing Concurrent Priorities
Process Refinement
Driving Performance
Shaping Strategy
Managing Geographically Dispersed
Personnel
Customer Impact
Cross-Functional Leadership (Sales/Ops,
Analytics, Product & Finance)
Achieving Aggressive Outcomes
Quality Assurance
Accessibility
Safety Awareness
Applicable Federal, State & Local
Regulations
Training Development & Leadership
Risk Management
Program Compliance
Business Development
Guiding Strategic Initiatives
Insight & Advisement
Senior Director Operations, Advanced Building Services, Sterling, VA, 04/2023 – Present Serve as the company President’s “right hand” and oversee daily operations across the enterprise. Partner with President to design strategies and KPI’s for growth in multiple capacities. Oversee and ensure smooth and consistent daily operations of service, contract maintenance, and major project management. Emphasis excellence in customer service across all engagements. Manage a budget of $8.75M and a team of 38 total personnel, 8 direct reports. Additional Contributions & Achievements
Guide and fortify all business development, safety, and customer relations endeavors.
Deliver expert distribution and program leadership with advanced aptitude for industry and reputation establishment, revenue generation, and building high-performing teams.
Increased Customer Satisfaction Index by 75% over past 8 months.
Led $150K in net profit, $72K cost reduction, and sales close rate improvement of 5%.
Implementation of transformational changes to field operations for increased profit.
Oversee adherence to health, safety, and OSHA regulations across all programs and personnel.
Lead recruitment, training, and engagement of all new personnel.
Equitably share opportunities for employee advancement and professional enrichment.
Build and foster long-term, positive consultative client relationships.
Deliver expert distribution and program leadership with advanced aptitude for industry and reputation establishment, revenue generation, and building high-performing teams.
Author high-level and detailed weekly, monthly, quarterly reports, addressing vehicle costs, project management tracking, sales and A/R aging for complete awareness and informed decision making.
Reduce vehicle mileage through established controls.
Significantly decreased payroll costs using Lean methods. Director of U.S. Operations, WorldStrides, Washington, D.C., 11/2021 – 04/2023 Led the US Operations Team in providing unparalleled on-tour support, resulting in a seamless, safe, and secure travel experiences. Reporting directly to the Vice President of Operations, established clear guidelines and expectations around deliverables. Led a budget of over $500M, a diverse team of 20 Management direct reports and over 500 non-management personnel in the US. Effectively exceeded operational business requirements including safety, quality, and customer service goals. Oversaw the implementation of new processes to maximize operational efficiencies. Created opportunities for controlling costs and improving operational leverage. Additional Contributions & Achievements
Analyzed measurable data (operations reports, volume, cost/piece, etc.) to identify trends and create business improvement plans.
Prepared and managed operating budget, negotiated rates and contract agreements, and Bachelor of Business Administration
(BBA), Economics, Fresno State
University, Fresno, CA
Focused, enthusiastic, and dynamic Senior Director of Operations esteemed for agility and informed decision making essential to thriving within high-growth, fast-paced environments. Exemplify outstanding communication and interpersonal skills as a service-driven leader – consistently seek ways to improve, optimize, and reinforce best-in-class service to the customer. Thoughtfully plan, direct, and control the execution of enterprise business, technical, and fiscal functions. Offer 20+ years verifiable leadership directing field operations, excelling in a competitive marketplace, and discovering opportunities to measure, manage, and yield maximum performance. Build lasting, profitable relationships, and motivate and retain exceptional team members as a true value to the organization. Fully Clearable. EXECUTIVE SUMMARY
EXPERTISE
EDUCATION
PROFESSIONAL EXPERIENCE
Washington, D.C. Metro Area
*Open to extensive travel
***********@*****.***
linkedin.com/in/todd-webb-
76b3b4a/
TODD WEBB
STAUFFER, RN
S E N I O R D I R E C T O R O F O P E R A T I ONS
Director of U.S. Operations, WorldStrides Continued:
Evaluated labor markets and devised strategies to source, attract, hire, and place essential talent for company success.
Diligently secured and expanded teams for year-round exceptional customer service.
Coordinated with WorldAssist Team to ensure clear resolution, matrix and budget expectations were aligned for all business lines.
Negotiated rates and contract agreements for field operations vendors while sharing tailored WorldStrides program information.
Mitigated On-Tour issues by troubleshooting and implementing new processes.
Integrated Academics team into Field Operations to enhance customer experience.
Reduced payroll costs by 10% YOY.
Increased Customer Service Index by 8%.
Implemented work measurements to measurably increase efficiencies. UPS, CA, Northern VA, 08/2002 – 11/2021
Served as a trusted, UPS operations leader over 19+ years, progressively selected for roles that reinforced operations excellence, tactical business initiatives, and positive impact withstanding changing market conditions. Business & Operations Manager (2020 – 2021)
Led a budget of $12M, a diverse team of 16 Management direct reports, and up to 150 non- management personnel, effectively exceeding operational business requirements including safety, quality, and production goals. Teamed with partners to develop and execute tactical operating plans that identified and secured essential resources necessary to achieve profitable business objectives. Evaluated, improved upon, and created systems, methods, and tools for conducting perceptive analyses while identifying and accounting for emerging trends. Oversaw the development and implementation of field dispatch plans to maximize center efficiency. Reviewed operational expenditures, payroll, budget, capital planning, and travel. Upheld outstanding relationship and communication skills and a customer-centric mission. Additional Contributions & Achievements
Teamed with leadership throughout the district to troubleshoot system, operational, and service inefficiencies and to create new processes resulting in improved performance.
Effectively engaged and promoted new technologies impacting outcomes, equity, performance, cohesion, and accessibility.
Promoted conversations that nurtured health, inclusion, and unity across all efforts.
Partnered with HR to ensure implementation of Comprehensive Health and Safety Plan.
Managed resources and personnel processes (Performance, Development, Training, Staffing).
Ensured audit compliance with all corporate, local, state, and federal guidelines.
Identified opportunities to involve others in new and challenging work assignments that advanced the skills and capabilities of individuals and the organization.
Conducted performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
Evaluated labor markets and devised strategies to attract, hire, and place essential talent.
Identified current and future needs of the business; grasped how business needs dictated project requirements, direction, objectives, and resource allocation.
Applied knowledge of laws, regulations, governing agencies, procedures, audits, and practices that reduced company risk.
Formally recognized for success in providing clear vision for goals and demonstrating interest and curiosity in global occurrences and perspectives.
Created original tracking documents, including Helper Track and Route Target Worksheets, presently (2022) utilized at the corporate, enterprise level. PROFESSIONAL EXPERIENCE CONTINUED:
CERTIFICATIONS
PGA Class A Member Golf
Professional, PGA of America
EARLIER EXPERIENCE
Operations Supervisor, UPS,
Alexandria, VA (2010 – 2019)
Preload Supervisor, UPS,
Visalia, CA (2008 – 2010)
On Road Supervisor, UPS,
Fresno, CA (2004 – 2008)
Preload Supervisor, UPS,
Fresno, CA (2002 – 2004)
***********@*****.***
Washington, D.C. Metro Area
*Open to extensive travel
linkedin.com/in/todd-webb-
76b3b4a/
ADDITIONAL EXPERIENCE
PGA Golf Professional,
Northern VA, 07/2012 – 01/2020
PGA Head Professional,
Northern & Southern CA,
08/1995 – 07/2010
VOLUNTEERISM
Active Volunteer, Marine Corps
Marathon, United Way Projects across
Utah and Northern Virginia
Golf Instructor, 1st Tee Program of
Prince William
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