Operations & Administration

I handle the operational and administrative work that keeps a business steady. I organize projects, schedules, and information so work moves forward without constant oversight. That means coordinating people and timelines, maintaining documentation and systems, and staying on top of the details that keep everything running: calendar, communication, records, and follow-through.

  • Own request intake and follow-through, assign next steps, and drive issues to resolution

  • Own task and deadline tracking, keeping statuses current and loops closed

  • Coordinate vendors and contractors, confirm details, and keep timelines on track

  • Manage supplies and materials, track stock, and flag replenishment early

  • Support new-hire and client onboarding, track steps, and keep forms organized through completion

  • Maintain calendars and schedules, updating quickly as plans shift

  • Create and maintain templates, checklists, and standard docs; export clean PDFs as needed

Administration & Coordination

The Mod Cabin:

Project Coordination - Website Migration
Coordinated a website migration from WooCommerce to Shopify with a third-party IT contractor using ClickUp and Asana, tracking tasks, priorities, and follow-through to completion. Completed on time before the holiday shopping season with no disruption to daily operations.

Tools Used: ClickUp, Asana

Customer Support Workflow
Managed customer support through a shared inbox and Zendesk, building macros and response templates to standardize replies and keep resolution consistent across inquiry types. Tracked and prioritized tickets through closure.

Tools Used: Zendesk, shared inbox

New-Hire Onboarding
Onboarded new hires using checklists and a training handbook stored in Google Drive, collecting compliance documentation including I-9s and W-4s, and keeping all setup steps organized through completion. New hires were able to work independently within their first week.

Tools Used: Google Workspace, Homebase, Heartland Payroll

Divine Canine:

Scheduling & Compliance
Coordinated daily scheduling across daycare, boarding, and grooming service lines, balancing capacity, staff availability, and client needs in a high-volume environment serving 100+ dogs per day. Maintained compliance documentation including vaccination records and service agreements, ensuring all requirements were met prior to services. Served as the primary communication link between clients and staff, managing individualized care for each dog.

Tools Used: Gingr, Microsoft Outlook, Google Sheets, Microsoft Excel

iPower:

QA Operations & Performance Improvement
Managed quality assurance across a team of 100+ tech and sales agents at a top-rated internet hosting company. Analyzed center-wide metrics to identify key development areas, used proprietary call monitoring software to spot individual coaching opportunities, and prepared detailed weekly analysis reports for headquarters to determine and implement action plans. Improved overall center performance by 10% within nine months.

Tools Used: Proprietary call monitoring software, agent statistical analysis tools

American Family Insurance:

Built Response Tracking System
The previous process relied on handwritten notes with no shared visibility or consistent follow-up. I replaced it with a shared Microsoft Word document that gave the whole office a single organized place to log, track, and close out client inquiries, ensuring nothing got missed and follow-ups happened on time.

Tools Used: Microsoft Outlook, Microsoft Word

  • Spot gaps, bottlenecks, and repeat issues, then redesign the workflow so it’s clear, repeatable, and easier to run day to day

  • Build tools and templates (Google Sheets, Google Apps Script, ClickUp/Asana templates) that reduce errors and save time

  • Train staff on new workflows and tools, and write step-by-step instructions so the process is easy to follow without relying on one person

  • Standardize recurring work with SOPs, checklists, and quick-reference guides so it stays consistent across staff

  • Create clear “source of truth” systems (where things live, what’s current, and who owns the next step) so work doesn’t stall or splinter

  • Maintain and update documentation over time so systems stay usable as needs change

Process Improvements & Documentation

Divine Canine:

Daily Reporting Automation
Identified that handwritten daily reports were time-consuming and prone to human error, missed entries, inconsistent formatting, and no reliable record. Built a Google Sheets and Apps Script tool to automate the process, eliminating approximately one hour of manual work per day and ensuring accurate, consistent reporting across all staff. Documented the process so any team member could run it independently.

Tools Used: Google Sheets, Google Apps Script, Gingr CRM

The Mod Cabin:

3PL Transition & Fulfillment Workflow Redesign
When fulfillment volume outgrew in-house capacity, I coordinated the full transition from self-fulfillment to a third-party logistics partner. This required calculating how much inventory to transfer versus hold back to keep orders shipping during the handoff window, building a new intake and replenishment process, and documenting the workflow so the new system could run consistently without constant oversight. The transition was completed before a Father's Day deadline with no order disruptions.

Tools Used: Google Sheets, Shopify, ShipStation, ShipHero

Production Documentation
Built and maintained production manuals using Google Sheets/Docs with precise measurements, batch calculations, and step-by-step methods so products could be made consistently across a catalog of 60+ SKUs. Saved and organized the manuals in Google Drive so any team member could access and follow them independently.

Tools Used: Google Docs, Google Sheets, Google Drive

Training Handbook & SOP Development
Built a training handbook and procedural SOPs in Google Docs/Drive covering day-to-day tools, workflows, and standards so new hires could follow the same process independently without relying on verbal instruction or constant check-ins.

Tools Used: Google Docs, Google Drive

Estimators On Call:

Supplement Department Operations & Process Improvement
Took over operations of the Supplement Department, responsible for settling insurance claims between insurance companies and contractors. Analyzed production data to identify the key factors holding the department back, then restructured workflows and processes to remove bottlenecks. Within three months, settlements increased exponentially, driving department revenue up by over 400%. Prepared weekly and monthly progress reports for upper management detailing financial accomplishments and goals.

Tools Used: Xactimate, EagleView, Microsoft Office

Tools & Systems

Google Workspace: Gmail, Calendar, Drive, Docs, Sheets

Microsoft Office: Outlook, Word, Excel

Project & task management: ClickUp, Asana

Scheduling / operations software: Gingr, Deputy, Homebase

Finance: Xero, Heartland Payroll

Construction & Estimating: Xactimate, EagleView/Pictometry

Automation: Google Apps Script, report generators, workflow templates, and process helpers

AI Tools: Claude, ChatGPT, used daily for research, drafting, problem-solving, and building automation tools

CRM: Salesforce, HubSpot

Web / ecommerce: Shopify, WooCommerce, Squarespace

Design & Production: Adobe Creative Suite (InDesign, Photoshop, Illustrator, Acrobat)

Marketing & Advertising: Google Ads, Meta Ads, Amazon Ads, Mailchimp, Hootsuite, SMS platforms, Google Analytics

Customer support: Zendesk, shared inbox workflows