Open to opportunities

Josh Fields

@joshfields

I’m a Revenue Operations Process & Quality Manager driving quality, process improvement, solitions and long term planning.

United States

Message

What I'm looking for

I’m looking for a role where I can lead operations and quality—driving process improvements, audit-ready compliance, and team training—to strengthen internal controls and deliver measurable service results.

I’ve built my career in operations by improving how work gets done—strengthening internal controls, boosting efficiency, and raising service standards. In my current role, I lead operational systems, processes, and policies with an emphasis on quality and compliance.

I oversee billing and commission accuracy and ensure daily, weekly, and monthly audit reports are completed. I also coordinate cross-functionally on escalated issues, and I support IT-related projects as a subject matter expert to enhance system functionality.

I bring a people-first approach to performance: I lead departmental meetings, provide ongoing training and coaching, and resolve conflicts to keep teams aligned. Previously, I managed agent administration, validated commission and membership listings, and delivered reporting that improved transparency and client experience.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Careington International Inc.

Jan 2016 - Present (10 years 5 months)

Improved operational systems, processes, and policies with a focus on internal controls and efficiency. Oversaw billing and commissions accuracy, ensured daily/weekly/monthly audit reporting, and provided ongoing training and coaching to support compliance and service delivery.

Operational Efficiency Process Improvement Quality Assurance Internal Controls Audit Reporting Conflict Resolution Compliance Support

Agent Administration Specialist

Careington International

Jan 2013 - Jan 2016 (3 years)

Managed the agent support phone line and email inbox to improve responsiveness, maintaining agent records and portfolios for streamlined access. Validated commission reports and membership listings, produced end-of-month reports, resolved pending requests, and served as a subject matter expert for QBI and VSP.

Support Agent Data Management Commission Validation Queue Management Client Reporting QBI VSP SME

Member Services Supervisor

Careington International

Jan 2012 - Jan 2013 (1 year)

Supervised 10-12 MSRs in a call center and conducted daily, weekly, and monthly coaching to improve performance. Resolved customer complaints and escalations, coordinated operational enhancements with call center managers, submitted attendance/timecards, and facilitated new-hire training during a staffing transition.

Call Center Operations Team Supervision Complaint Management Escalation Management Process Improvement HR Coordination

Education

Degrees, certifications, and relevant coursework

Centennial High School

High School Diploma

Activities and societies: Compliance assistance, systems implementation, customer relationship planning and implementation, audit reporting, conflict resolution, performance reporting, and team training.

Earned a High School Diploma from Centennial High School in Frisco, Texas, graduating in May 2007.