Business Operations & Process Improvement Leader

Bonnie Ervin

BUSINESS OPERATIONS PROCESS IMPROVEMENT ADMINISTRATIVE LEADERSHIP

Chula Vista, CA 253-***-**** *************@*****.*** PROFESSIONAL SUMMARY

Business Operations and administrative professional with 20+ years of experience improving workflows, building practical systems, coordinating cross-functional priorities, supporting customers, employees, vendors, and leadership in fast-moving and compliance-driven environments. Skilled at tracing operational problems to their source, identifying what can be changed, and building controls, procedures, trackers, and training that improve downstream results. Background spans operations management, account resolution, property operations, recruiting, logistics, customs compliance, customer retention, and independent consulting.

CORE COMPETENCIES

Business Operations, Process Improvement, and Workflow • SOP Development • Project & Workflow Coordination • Quality Assurance & Compliance • Customer Escalation & Retention • Cross-Functional Support • Metrics, Tracking & Reporting • Vendor / Client Coordination • Administrative Systems & File Management

PROFESSIONAL EXPERIENCE

Independent Operations Consulting

Feb 2026 – Present

Independent Operations Consultant

• Provide paid operations and administrative consulting to clients in transportation, tax preparation, educational product promotion, recruiting, and property operations.

• Support new-company setup by creating practical, compliance-ready workflows, procedures, tracking systems, and documentation.

• Develop, audit, and correct SOPs; identify process gaps and establish clearer steps, ownership, and follow-up.

• Create customer-service training and operational guidance designed to improve consistency, communication, and client experience.

• For a tax-preparation client, established compliant onboarding and training processes and a workflow supporting timely, accurate account processing.

• Provided independent operations and administrative consulting to a home-based landlord managing a 32-property portfolio across California and Washington. VetComm US June 2025- Feb 2026

Escalation & Resolution Manager

• Retained 89% of veteran accounts handled through resolution efforts while managing high-stakes escalations and strengthening customer loyalty.

• Ranked #1 Resolution Manager based on internal reporting.

• Helped rebuild company Terms and Conditions and developed/revised SOPs to align training and departmental practices with the current business model.

• Analyzed service trends, partnered across teams to improve delivery, and created training materials to strengthen team performance.

Essex Property Trust, LLC

Feb 2018 – Feb 2025

Account Resolution Manager 2021–2025

• Promoted to manage delinquency resolution and collections, including current and former resident accounts, notices, fees, documentation review, and eviction processing.

• Selected for an Emergency Rental Assistance (ERA) task force monitoring applications through the government review process; tracked status, identified stalled, missing, or system-error cases, and coordinated with agency representatives to resolve processing issues and move applications toward review and determination.

• Investigated compliance and regulatory concerns, performed documentation quality control, and trained specialists to deliver a consistent internal and external customer experience. Multi-Site Community Manager 2018–2021

• Managed multi-site occupancy, lease administration, resident retention, maintenance operations, budget monitoring, delinquency, liability concerns, and Fair Housing compliance.

• Coordinated leasing and ongoing account administration for residents utilizing Housing Choice Vouchers

(Section 8) and other housing assistance programs, working with county agencies, program providers, corporate teams, leasing staff, and residents on occupancy requirements, subsidy and resident rent portions, deposits, inspections, account setup, and required documentation.

• Audited housing-assistance accounts with each payment, reconciling charges, resident and subsidy payments, funding adjustments, and supporting documentation across internal and government systems; created a formula-driven Excel reconciliation tool to identify balancing discrepancies and investigated missing, conflicting, or inaccurate records through resolution. Akvelon IT Solutions

Oct 2016 – Jan 2018

Recruiting & Staff Deployment Coordinator

• Recruited and deployed technical professionals for contract, project, and permanent roles supporting major technology and enterprise organizations.

• Coordinated candidate compliance, immigration/H-1B clearance requirements, hiring documentation, and communication among candidates and hiring, program, project, and product managers.

• Staffed roles across software development, data, cybersecurity, DevOps, UX/UI, technical program management, Scrum, networking, and IT support.

• Expanded client relationships beyond active staffing assignments by identifying upcoming projects and workforce needs, locating decision-makers across project, HR, and account teams, initiating introductions, and connecting new contacts with Akvelon’s sales team to pursue additional business opportunities.

• Coordinated ongoing contractor engagements after placement, serving as the communication link among engineers/developers, Akvelon corporate teams, and client HR/contract-employment contacts across U.S. and international time zones; managed scheduling, contractor concerns, work-hour reporting, and follow- through.

• Compiled contractor activity and project information for client reporting and billing support, summarizing work performed, overall project status, highlights, and emerging concerns or trends while adapting communication and follow-up to stakeholder requirements. SanMar

Jan 2015 – Sep 2016

Customs Compliance Officer

• Ensured product-import compliance with U.S. regulations by reviewing invoices, packaging documentation, quantities, material composition, and tariff classifications.

• Coordinated vendor corrections, department-wide policy revisions and training, and aged-account audits in accordance with U.S. Customs and Border Protection requirements. May 2010 – Dec 2014

Mayflower Transportation & Logistics

Executive Account Coordinator Special Commodity, Electronics & Trade Show Divisions

• Managed commercial accounts, trade-show RFPs, project logistics, transportation negotiations, and coordination between agency offices and UniGroup corporate operations.

• Served as lead logistics manager for trade shows and special commodities while managing high-value national and international client business.

• Delivered documented account growth/results: Nordstrom +30% then +41%; Nintendo +44% then +58%; CVS Pharmacy $900K quarterly revenue; Phillips Health +20% revenue and $6.3M collected. RSM

Sep 2000 – Jan 2005

Administrative Assistant Executive Assistant Operations Manager

• Advanced from Administrative Assistant to Executive Assistant and then Operations Manager within nine months; promoted to Operations Manager in May 2001.

• Managed a core staff of 5 and scaled staffing to 30+ during major sales while supporting operations involving 500,000+ SKUs, 250,000+ customers, and 500+ orders per day.

• Led a temporary team of 10 that processed 2,100+ orders in three days, an operational result that contributed to promotion into management.

• Expanded warehouse capacity approximately fourfold and coordinated off-site overflow inventory to support business growth and order volume.

• Improved Finance accessibility and workflow by establishing dedicated phone numbers and email channels, strengthening routing and communication.

• Built Excel-based operational reporting using formulas, tables, and real-time trend analysis to improve visibility into workload, performance, and emerging operational needs.

• Partnered with remote IT staff as the on-site point of contact for troubleshooting and technical support, providing hands-on assistance and strengthening cross-functional problem solving.

• Represented RSM with senior leadership at an industry trade show in Los Angeles, supporting booth operations, industry discussions, relationship development, and market/networking outreach.

• Later supported a grocery-market management assignment from February through December 2004. EDUCATION

University of California, San Diego B.A. - Dual Majors: Political Science & International Relations TECHNOLOGY

Microsoft 365 • Adobe Suite • Google Workspaces • Salesforce • ServiceNow • Quickbooks • HubSpot • Funnel • Pipedrive • ClickUp • Sage • Yardi • iCIMS • RealPage • RentCafe • AppFolio • Entrata • Stripe • GoHighLevel • AI tools including ChatGPT, Claude, Gemini, Perplexity & Copilot

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