Operations Manager | Business Process Improvement | Customer Experience | Team Development
Open to Relocation
Professional Summary
Operations manager with more than 20 years of experience improving business performance through process improvement, operational leadership, employee development, consultative sales, and regulatory compliance.
Played a central leadership role in transforming Bike The Gorge from a seasonal rental business into a profitable year-round retail operation by improving operational systems, implementing CRM workflows, developing employees, and creating repeatable customer experiences across three operating locations.
Known for anticipating operational problems before they impact customers, improving business processes, and building systems that help both employees and customers succeed.
Career Highlights
Helped transform Bike The Gorge from a seasonal rental business into a profitable year-round retail operation.
Contributed to annual retail revenue growth from approximately $11,500 to more than $518,000 while supporting significant rental revenue growth.
Implemented OnePage CRM and standardized operational workflows that improved lead management, customer follow-up, and post-sale execution.
Contributed to growth from approximately 97 Google reviews to 448 reviews while maintaining a 5.0-star customer rating.
Core Expertise
Operations Management • Business Process Improvement • Customer Experience • Team Leadership • Employee Development • Multi-Site Operations • CRM Implementation • Fleet Logistics • Inventory Planning • Operational Planning • Consultative Sales • Merchandising • Hiring • Performance Coaching • Root Cause Analysis • Regulatory Compliance • DOT Compliance
Professional Experience
Bike The Gorge — Cascade Locks, OR
Retail Manager | April 2026–Present
Rental Lead | 2024–April 2026
Progressively assumed responsibility for daily business operations, employee leadership, customer experience, and operational systems prior to formal promotion to Retail Manager in April 2026.
Scope: Lead daily operations for a growing retail and rental business operating across three locations, overseeing a fleet of approximately 50–60 rental e-bikes, retail sales, employee development, customer experience, fleet logistics, merchandising, scheduling, CRM administration, and operational process improvement.
Played a central leadership role in transforming a seasonal rental company into a profitable year-round retail business.
Helped grow annual retail revenue from approximately $11,500 to more than $518,000 while contributing to significant rental revenue growth.
Coordinate operations across three customer locations while balancing staffing, logistics, inventory, fleet deployment, customer service, and operational priorities.
Championed implementation of OnePage CRM, configuring workflows, automations, and standardized procedures from inquiry through delivery.
Designed operational processes for customer greetings, bicycle staging, test rides, rental preparation, sales follow-up, and equipment organization.
Developed operational systems that proactively anticipate customer needs, including fleet allocation, accessory planning, battery monitoring, and equipment logistics.
Recruit, train, coach, schedule, and develop a team of 4–5 employees.
Improved employee confidence and initiative through coaching, practical experience, and root-cause problem solving.
Personally respond to customer incidents and proactively identify customer issues using GPS fleet monitoring.
Oregon Department of Transportation
Transportation Safety Specialist | 2011–2021
Enforced state and federal commercial transportation regulations through inspections, investigations, and compliance reviews.
Prepared investigative reports and testified in court.
Worked directly with commercial drivers and motor carriers to improve regulatory compliance and public safety.
Oregon Employment Department
Employment Specialist | 2009–2011
Investigated unemployment claims through interviews, documentation review, and regulatory interpretation.
Applied complex state and federal regulations to determine eligibility.
Staffing Now
Recruiter | 2008–2009
Recruited, interviewed, and placed candidates for client organizations.
Randstad USA
Staffing Consultant | 2005–2007
Managed the employment lifecycle for approximately 40 temporary employees, including hiring, onboarding, disciplinary actions, and client communication.
Education
Bachelor of Science
Business Administration
Concordia University
Principals only. Recruiters, please don't contact this poster.