Operations Director & Supply Chain Architect | I Recover Trapped Margin in Scali

I execute order-to-cash infrastructure from zero. Whether negotiating global freight during a macroeconomic crisis or redesigning a reverse-logistics network to drop returns by 5%, I deliver multi-stakeholder projects on time, under budget, and highly profitable.

Margin is created in the details, but lost in the systems. For 11 years, I held full P&L authority over a 900-SKU global operation, systematically extracting an 8% operating expense reduction and engineering a 15% drop in unit costs while driving 7% YoY revenue growth. I build infrastructure; I do not just monitor it.

A supply chain is only as strong as its reverse flow. I architected an end-to-end logistics and reverse-logistics protocol from zero that collapsed the return rate from 8% directly down to 3%. This did not just recapture lost revenue—it simultaneously slashed customer support escalation volume.

I treat procurement and vendor SLA management as a margin-recapture mechanism. By overhauling global vendor contracts and tightening procurement cycles across a 900-SKU catalog, I permanently eliminated 15% in unit costs without sacrificing material quality or fulfillment speed.

I do not write generic manuals; I architect operational ecosystems that eliminate ambiguity. My structural redesigns of hiring pipelines, reverse logistics, and cross-functional workflows run on pure, scalable SOPs. At TTEC, my procedural redesign alone eliminated $240,000 in annualized waste.

I do not just maintain a storefront; I operated a 900-SKU brand through WooCommerce as our primary engine. I harmonized it with 3PL integrations, inventory forecasting, and lifecycle automations to drive a steady 7% YoY top-line growth across an 11-year run.

Leadership is not about morale; it is measured by coordinated operational output. I directed cross-functional teams spanning marketing, logistics, and customer experience for 11 years, aligning disparate departments into a single machine that executed an 8% OpEx reduction.

Operations architecture is platform-agnostic. Having directed a 900-SKU multichannel WooCommerce ecosystem for 11 years, I deeply understand the order-to-cash logic, SKU mapping, and 3PL integration requirements that run Shopify. I do not build the websites; I run the operational machinery behind them.

Quality assurance is only scalable when human error is structurally removed. I design QA automation macros and systemic checkpoints that strip friction out of repetitive workflows, ensuring rapid, zero-defect compliance for global accounts including eBay and PayPal.

I deploy lifecycle automation as a silent, high-margin sales force. I utilized Klaviyo to drive 12% overall traffic growth, locking in repeat customer revenue through precision-timed retention sequences rather than relying purely on expensive top-of-funnel acquisition.

Forecasting is risk mitigation quantified. Across 900 SKUs and four sales platforms, I modeled demand cycles that kept cash flow highly liquid and fulfillment uninterrupted. We secured inventory and maintained SLAs while competitors faced critical stockouts during the 2020-2021 global freight collapse.

I approach recruitment exactly like a supply chain bottleneck. At TTEC, I mapped the entire acquisition pipeline, identified the exact point of failure in candidate quality, and implemented a structural shift that yielded an 80% spike in successful hiring and zeroed out $240K in recruiting waste.

I view headcount purely as a mathematical yield equation. By shifting final interview authority to the training department at a Fortune-500-serving BPO, I spiked trainer yield rates by a massive 80%, solving a structural retention hemorrhage that traditional HR methods could not fix.

Multichannel complexity is not an excuse for data leakage. I led the operational side of backend infrastructure, integrating complex 3PL portals across four simultaneous sales channels to create a seamless order-to-cash pipeline that required zero manual data entry.