Operations Leader with Data-Driven Performance Focus

JAMAICA DIXON

Houston, TX 346-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Operations and Branch Management leader with 20+ years of experience driving performance across workforce management, employee relations, talent acquisition, and high-volume service operations. Proven track record of improving operational efficiency, optimizing labor costs, and enhancing customer experience through data-driven decision-making and process improvements. Skilled in managing full P&L responsibility, analyzing KPIs, and implementing scalable operational strategies. Strong background in compliance, team leadership, and performance management within fast-paced environments. Recognized for resolving complex issues, improving retention, and aligning operations with business objectives.

CORE SKILLS & TECHNICAL COMPETENCIES

Operations Management P&L Oversight Workforce Planning Talent Acquisition Employee Relations

Performance Management KPI Development & Reporting Data Analysis (Excel, Reporting Tools)

Process Improvement Budgeting & Cost Control Customer Experience Optimization

Compliance & Policy Adherence Training & Development Scheduling Optimization

Conflict Resolution Contract Management Business Operations Strategy Claim Adjuster Updating customer/provider Handling documentation Strong attention to detail Working in fast-paced environments

PROFESSIONAL EXPERIENCE

Branch Manager

Capps Van & Truck Rental – Houston, TX 2018 – 2026

Directed end-to-end branch operations supporting 100+ weekly rental contracts, ensuring service delivery, compliance, and profitability targets

Managed, coached, and developed a team of 6+ employees, driving performance through structured training, goal setting, and accountability frameworks

Owned full-cycle talent acquisition, including recruiting, interviewing, onboarding, and training, improving employee retention and time-to-productivity

Analyzed operational KPIs (utilization rates, revenue per unit, customer satisfaction metrics) to drive data-informed business decisions

Implemented process improvements that increased operational efficiency by 20%+, reducing delays and workflow bottlenecks

Oversaw budget management, expense control, and revenue tracking, consistently meeting or exceeding financial targets

Optimized workforce scheduling and labor allocation, balancing service coverage with cost containment strategies

Reduced customer escalations by implementing service quality standards and coaching staff on issue resolution and customer engagement

Strengthened client relationships, contributing to increased repeat business and customer retention

Ensured compliance with company policies, safety standards, and contractual obligations

Rental Agent

Capps Van & Truck Rental – Houston, TX 2007 – 2018

Managed high-volume customer transactions, rental agreements, and contract documentation with a strong focus on accuracy and compliance

Delivered consistent, high-quality customer service in a fast-paced environment, supporting customer retention and satisfaction goals

Assisted with scheduling, fleet coordination, and administrative operations to support branch efficiency

Resolved customer inquiries and issues, contributing to improved service delivery and repeat business

Maintained detailed records and ensured adherence to company policies and operational procedures

EDUCATION

High School Diploma

ADDITIONAL INFORMATION

Systems: ADP, Exponent HR, TSD Rental System, POS systems

Metrics: Annual store revenue approximately $800,000, turnover reduction 10%

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