CBRE, Inc. – West Region (Western United States) 2021-2023                                2015 – 2023

Sr. Dir – Nor CA & Pacific Southwest   2021-2021

Sr. Dir – Pacific Southwest                    2019-2021

Director – So California & Hawaii         2017-2019

Director - Greater Los Angeles & OC    2015-2017

Sr. Director Operations – Advisory & Transaction Services                                                                                                                                                                                                   

750 Team Members / 40 Offices / $200M Opex Budget

Responsible for Advisory Operations, including: business operations, office services, client support services and Financial Consulting execution for the region. Overseeing and strategically implementing all revenue and expense budgeting, HR initiatives and personnel development, as well as the creation of office policies and procedures. Partnering with executive leadership and sales management, finance, human resources, information technology, legal, research and marketing to integrate all shared services.

• Improved Producer support cost recovery by $1.5M
• Reduced OT/Temp cost YOY, by 17%
• Built Discretionary Expense Dashboard, driving improved Market Leader decisions
• Partnered with /Executive Leadership to drive Recruiting/Retention
• Redesigned AR Process, improving DSO & reporting
• Defined, Created Operations KPIs, built Dashboard: Onboarding & AP
• Created Essential Support training for Professional Support personnel

Sr. Director Operations – Business Services and Intellectual Property                                                                                                                                                                                                   

E-Commerce provider of Business formation, Trademark, Patent and Copyright products and services.

Multi-facility, domestic and offshore fulfillment operations, customer service and retention sales.

Grew operating capacity by 150%, while reducing cost structure. Collaborated with R&D and cross functional teams to develop subscription products. Built Operations and Customer Service Training. 

• Re-organized and improved Escalations Customer Service: Inbound/Outbound/Email. Resulting in the reduction of 30% labor ($600,000 savings), improved contact rate, reduced Average Call Handle time. Introduced Auto-dialer contact.

• Introduced software for Patent Illustrations that improved embodiment rendering by 150%.
• Analyzed process and increased efficiency for Production quota achievement by 150%.
• Created Strategic Incentive Plan to address production performance, absenteeism and business process improvement.
• Collaboratively built subscription product of $18,000,000 annual sales.
• Implemented Distributed Print model for manufacturing and shipment savings of approx. $1,000,000 annually.

• Reduced business day order processing time by 25% from order placement until shipment

Western Region Director of Customer Service and Operations                                                                                                                                                                                                   

Directed full P&L of multi-site, multi-state operations. Responsible for Sales, Operations, Human Resources, Billing, A/R, Inventory and ultimate business accountability in a multi-shift environment.

Client Account Management, Facilities Management service delivery: Print/Mail/Reception/Shipping

• Revitalized, rebuilt under-performing sites – revenue/ebit and operational excellence

• Introduced, implemented Six Sigma Black Belt practices to operations
• Reduced labor expense by $10,000 per month, per site, by introducing a labor plan
• Retained & renewed 100% of contract accounts within region
• Created Strategic Incentive Plan for Sales Executives and Operations Directors driving EBIT increase from sales through execution
• Improved quality to a 99.875% defect free delivery
• Collaboratively created and implemented 1st Client Satisfaction Survey