Operations Leader - Customer Success & Strategy

Ernest McGuire

**************@*****.*** 214-***-**** Dallas, TX

SUMMARY

Customer focused and results driven leader with 10+ years of experience in Operations, Project Management, and team leadership across service-driven industries. Proven ability to build strong client relationships, drive customer retention, and lead cross functional teams to exceed performance goals. Adept at implementing scalable systems to improve client satisfaction and long term success. Seeking to leverage expertise in customer engagement and operational strategy as a Customer Success Manager.

WORK EXPERIENCE

Great Days Events Dallas, TX

Operations Project Manager Dec 2021 - Present

• Implement strategic planning and execution of large-scale events, managing budgets, timelines, and vendor coordination to ensure seamless operations.

• Implement KPI tracking systems to monitor customer satisfaction, operational efficiency, and revenue growth, leading to a 35% increase in revenue.

• Develop and standardize best practices across all business functions, identifying inefficienciesand implementing corrective actions.

• Lead cross-functional teams of bartenders, event staff, and suppliers, ensuring alignment with company objectives and customer expectations.

• Optimize business processes by analyzing key metrics, reducing costs, and enhancing service delivery. XOXO Fine Dining Dallas, TX

FOH Manager Dec 2019 - Apr 2022

• Negotiated vendor agreements and managed procurement contracts to optimize operational efficiency.

• Led process improvement initiatives, identifying inefficiencies, standardizing workflows, and implementing best practices that improved operational consistency.

• Supervised financial performance, including budget planning, cost control, and revenue optimization.

• Developed strategic partnerships and maintained strong customer relationships to drive long-term contracts. Southern Management Company Dallas, TX

Branch Manager Jul 2016 - Nov 2019

• Oversaw branch operations and strategic initiatives, managing financial planning, resource allocation, and compliance to drive business growth.

• Led change management efforts, successfully guiding the branch through organizational shifts and aligning teams with strategic business goals.

• Developed talent and built high performing teams, leading recruitment, training, and employee engagement initiatives that reduced turnover and increased productivity. EDUCATION

Cedar Valley College

Associate of Science

Dallas, TX

May 2014

CERTIFICATIONS

Google Project Management Professional Certificate, Coursera Online 2025

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