Director of Operations and Performance Management

Derek Besco

Canton, MI ***** 734-***-**** ********@*****.***

Professional Summary

Operations leader with a strong record in data analysis and performance management. Successfully increased revenue by over 300% while enhancing customer satisfaction and operational efficiency. Expertise in strategic planning and building robust customer relationships to drive sustainable business growth. Skills

• Operational budgeting • Performance management

• Process improvement • Data analysis and visualization

• Strategic planning • Customer relationship management Experience

DIRECTOR OF OPERATIONS 10/2022 - 04/2026

Hospice of Michigan - Ann Arbor, Michigan

Oversaw performance management of NorthStar Care Community Referral Intake and Care Coordination Specialists, fostering accountability and maintaining high performance standards.

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Managed operational processes in the Referral Center for NorthStar Care Community while at the same time, promoting culture of excellence and ensuring alignment with business needs and employee performance.

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• Managed employee performance outcomes within designated areas to maintain a culture of accountability. Improved access to hospice services by streamlining business support functions and enhancing customer satisfaction.

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• Increased patient census through excellent patient care, and customer satisfaction.

• Analyzes data to evaluate referral operations and utilization of resources. Maintains reporting standards; analyzes data and trends; provides regular reports of findings. Seeks to provide process improvement recommendations based on data findings.

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DIRECTOR OF OPERATIONS 04/2022 - 07/2022

Cutting Edge Computers - Pontiac, MI

• Third in command after the CEO and CTO (letter of recommendation from CEO upon request)

• Executed leadership-developed plans across all company divisions, aligning efforts to achieve strategic objectives. Coordinated operations, engineering, technology, and customer service divisions to streamline workflow and enhance cost-effectiveness.

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Managed day-to-day activities in all operational departments, including on-site staff, customer support, customer projects, sales team, and logistics.

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• Streamlined job assignment process to enhance operational efficiency and reduce costs. Planned jobs for installers both in state and out of state: organized equipment, flights, hotels and petty cash for off- site work (installs for 5-6 locations per month)

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• Oversaw and managed the annual customer contract renewal process

• Coached, mentored, and managed various department leads to assure team effectiveness and cohesiveness

• Led transition from AutoTask to ConnectWise software, enhancing customer relationship management capabilities. DIRECTOR OF OPERATIONS 11/2013 - 10/2021

Rainbow Rehabilitation Centers - Livonia, MI

Coordinated all financial aspects of running Rehab Transportation, including operational budgets, pricing, projections, aging reports, and marketing

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• Revenue started at $795k and was increased to $3.1 million under my initiatives Developed and maintained new business to maximize revenue; at the beginning of my tenure, 150 transports a week were scheduled, and by 2021, I had increased business to 1,000 transports a week

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• Enhanced customer service satisfaction, leading to increased business through referrals

• Hired, trained, and developed 50 employees, conducting performance reviews and setting goals.

• Managed fleet of 38 vehicles, overseeing maintenance, upgrades, and branding initiatives

• Executed marketing and public relations strategies, including large-scale campaigns at statewide conferences

• Developed, implemented, and updated policies and procedures, ensuring legal compliance During the Covid-19 pandemic, determined staffing decisions and layoffs; created and trained staff on cleaning protocols; tracked Covid-19 exposures/quarantines and coordinated vaccinations

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TRANSPORTATION MANAGER 03/2010 - 11/2013

Rainbow Rehabilitation Centers - Livonia, MI

Managed Non-Emergency Medical Transportation for individuals with brain or spinal cord injuries to doctor appointments and therapies

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• Managed vehicle and human resources to meet demands of clients

• Reviewed and adjusted routes to ensure client satisfaction and cost effectiveness

• Hired, trained, developed, and conducted performance reviews of 8-20 employees

• Oversaw maintenance, upgrades, and branding initiatives for fleet of 10-25 vehicles

• Cultivated business referrals to enhance revenue generation

• Coordinated marketing and public relations efforts, enhancing visibility at statewide conference

• Developed and implemented policies and procedures to ensure legal compliance across operations AGENCY SALES MANAGER 04/2006 - 05/2008

American International Group (AIG) - Southeast Michigan Managed account relationships for independent insurance agencies across southeast Michigan, driving client satisfaction and retention

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Developed targeted marketing strategies to attract new personal lines accounts, including auto, motorcycle, flood, and commercial insurance, resulting in increased client acquisition

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• Trained new accounts on software usage, improving operational efficiency and enhancing client service SENIOR MANAGER 05/2001 - 02/2006

Enterprise Rent-A-Car - Metro Detroit, MI

Managed operations across four locations, enhancing alignment with company objectives and operational efficiency

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Trained and developed over 100 management trainees and assistants, fostering leadership skills and promoting career growth

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• Achieved customer service scores that reached 90%+ highly satisfied customers on a quarterly basis Developed marketing plans to attract new accounts and strengthen client relationships, contributing to overall business growth

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MINOR LEAGUE BASEBALL PLAYER 02/1998 - 02/2001

Detroit Tigers

Certifications

• ConnectWise software (CRM platform) Certification, 06/01/22

• CPR Certification, 03/01/17

• Handle with Care (Verbal) Training, 03/01/17

• Handle with Care (Physical) Training, 03/01/17

• Wheelchair Tie-Down Training, 06/01/17

• Experience with EMR systems such as Netsmart and MyUnity

• Franklin Covey Leadership Certificate

Hobbies and Interests

• Volunteer youth baseball coach (8U-15U) 2016-2023

• Golf enthusiast

Education and Professional Training

ConnectWise software - Certification

CRM platform, 06/2022

Training

Wheelchair Tie-Down, 06/2017

Certification

CPR, 03/2017

Training

Handle with Care (Verbal), 03/2017

Training

Handle with Care (Physical), 03/2017

University of Michigan - Ann Arbor, MI Bachelors of Art Sports Management and Communications, 12/1999

References

References available upon request.

Contact this candidate