Clifford Jones
Chicago
Summary
Results-oriented professional with extensive experience in optimizing organizational operations to meet ambitious goals. Proven ability to implement effective processes that drive significant revenue growth in competitive environments. Skilled leader with a track record of training and guiding diverse teams towards success. Recognized for executing comprehensive improvements that foster innovation, control costs, and enhance overall performance.
Overview
13
13
years of professional experience
Work History
Lead Road Driver
Hallcon
Chicago
01.2023 - Current
- Transports railroad crews safely across the Midwest region, mainly the Chicagoland region.
- Manages safe transportation logistics for railroad crews, ensuring operational continuity, and compliance with safety protocols.
- Ensures compliance with all traffic regulations and safety standards.
- Maintains adherence to safety protocols during crew transportation operations.
- Communicates effectively with dispatch regarding route changes and delays.
Operations Manager
OnDemand Movers USA
Chicago
12.2021 - 01.2023
- Played a key role in directing and coaching a team of 17, establishing KPIs, and aligning operations with the company's vision and goals to achieve desired outcomes.
- Conducted consistent customer checks and training, ensuring alignment with company SOPs for accomplishing monthly revenue and profit targets.
- Spearheaded the entire Chicago region, effectively managing operations to enable the owner's expansion into Atlanta.
- Successfully managed a budget of $1M by overseeing forecasting and expenditure in collaboration with senior leadership.
- Achieved a 90% reduction in customer complaints and disputes by streamlining the move process through quality assurance monitoring.
- Strategically converted 83% of inbound leads into booked clients by strengthening relationships with customers.
- Commended by the owner and secured a management role during the initial interview by showcasing leadership skills.
- Reduced claims and complaints by over 60% through strategic improvements and process enforcement.
- Drove organic and paid outreach efforts, resulting in securing $15K in new business month over month.
- Increased customer 5-star ratings by 36% through excellent customer service, and diligent follow-ups.
- Boosted team tips by 13% through enhanced service quality.
Assistant Operations Manager
Motivate LLC
Chicago
01.2020 - 12.2022
- Designed and implemented a shift change policy that improved shift change significantly by more than 30 minutes.
- Orchestrated leadership and development of a 40-member team by creating key performance indicators and growth objectives in collaboration with senior management.
- Designed and conducted training programs for new hires, effectively translating technical concepts into accessible business language.
- Led the most productive shift, outperforming others in productivity and availability in the 97th percentile each quarter.
- Managed payroll verification and approval for over 100 employees, ensuring accuracy and compliance.
- Determined areas for operational improvement and bridged gaps by tracking KPIs, and delivering cost-effective solutions.
- Streamlined workflows and ensured 95% of bike availability by directing cross-functional projects between operations, bike fleet management, and other departments.
- Boosted partner engagement and garnered accolades from the executive team by contributing to marketing concepts.
- Enhanced operational quality and team efficiency through the creation and execution of new systems and procedures.
- Minimized 28% of overtime and 40% of tardiness by reflecting strong leadership and effective management.
- Recognized consistently in performance reviews for achieving and exceeding all quarterly goals.
- Generated revenue by determining operational risks/issues, and implementing solutions.
- Received recognition as a personable manager, praised for excellent interpersonal skills.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
Customer Success Coordinator
First Look Appraisals
Chicago
01.2018 - 01.2020
- Managed administrative operations and fostered collaboration by nurturing relationships with vendors and partners.
- Led office processes by identifying and implementing improvements to enhance operational efficiency.
- Ensured seamless adaptation and consistency across teams while acting as the lead trainer and subject matter expert for SOPs.
- Bestowed with promotions to Subject Matter Expert, Performance Evaluator, and Trainer by demonstrating exceptional performance.
- Optimized the appraisal experience and customer retention by 92% through customer trends analysis and issue resolution.
- Streamlined communication and reduced turnover through effective training and leadership of eight team members.
- Increased profitability, focusing on appraisers' effectiveness, compliance, and overseeing vendor performance.
- Awarded Employee of the Month multiple times for outstanding contributions to the company's success and team morale.
- Standardized processes and improved operational efficiency by executing new, templated company-wide.
- Achieved the highest productivity on the team, exceeding average outputs by more than 12%.
- Managed communication between clients and appraisers throughout the process.
Branch Service/Operations Supervisor
Morgan Services
Chicago
01.2013 - 01.2018
- Played a pivotal role in the planning and development of KPIs for boosting staff retention and managing 16 staff members.
- Supported strategic planning and budgeting processes to align with the company's long-term goals.
- Oversaw the maintenance of over 15 vehicles and managed logistics for over 200 customers, increasing service efficiency and satisfaction in the 97th percentile.
- Conducted performance evaluations, provided coaching, and executed corrective measures to improve team productivity.
- Upheld safety standards and compliance with training, regulatory, and company policies, ensuring workplace safety.
- Monitored and analyzed departmental performance metrics, providing actionable insights to management.
- Developed and updated operational practices, reduced labor costs, and enhanced efficiency.
- Processed and verified biweekly payroll for 14 employees, ensuring accuracy and compliance.
- Served as the primary contact for 25 of the top 50 highest revenue-generating customers, resolving customer inquiries and complaints strengthening relationships and business outcomes.
- Received a promotion to head of the branch's routing system, optimizing all routes within one year.
- Performed root cause analysis on any issues occurring within the service environment.
- Successfully assisted in managing a budget of $5M by overseeing forecasting and expenditure in collaboration with senior leadership.
- Attained more than a 50% reduction in material inputs in 2017 through effective process reengineering.
- Enhanced training and scheduling processes by reducing departmental overtime by 8%.
- Reduced material usage in branch operations by 38% through process optimization.
- Maintained the highest retention rate of 94% for two consecutive years, leading company metrics.
Education
Google Coursera PMP Certificate - Project Management
Google Cousera
Online12.2026
Bachelor of Science - Organization Behavior/Business Leadership
Northwestern University
Evanston, IL12.2026
Associate of Science - Business Management/Administration
Roosevelt University
Chicago, ILSkills
- Operational excellence
- Contract negotiation
- Process improvement
- Performance evaluation
- Stakeholder management
- Customer service and success
- Employee engagement
- Staff training and development
- Risk assessment and mitigation
- Cost reduction and analysis
- Conflict resolution
- Quality management
- Project management
- Data analysis
- Verbal and written communication
Affiliations
- Delta Mu Delta International Honor Society in Business, Member
- Roosevelt University's Heller College of Business Student Advisory Board, Voted (faculty)
Timeline
Lead Road Driver
Hallcon
01.2023 - Current
Operations Manager
OnDemand Movers USA
12.2021 - 01.2023
Assistant Operations Manager
Motivate LLC
01.2020 - 12.2022
Customer Success Coordinator
First Look Appraisals
01.2018 - 01.2020
Branch Service/Operations Supervisor
Morgan Services
01.2013 - 01.2018
Google Coursera PMP Certificate - Project Management
Google Cousera
Bachelor of Science - Organization Behavior/Business Leadership
Northwestern University
Associate of Science - Business Management/Administration
Roosevelt University