Rhonda Lea, LSSBB

Versatile and data-driven executive with 15+ years of experience leading operational transformation, scaling business systems, and driving sustainable growth across manufacturing, healthcare, nonprofit, and high-growth sectors. Certified Lean Six Sigma Black Belt with a record of reducing lead times by up to 93%, increasing productivity by 400%, and recovering millions in lost revenue through systems redesign and root cause resolution.

Known for translating executive vision into clear, actionable strategies that improve decision velocity, elevate cross-functional performance, and unlock new capacity—without adding headcount. Expert in aligning people, process, and performance through automation, KPI frameworks, and culture-driven change. Adept at building high-performing teams, implementing scalable operations, and leading complex initiatives that fuel innovation, resilience, and lasting impact.

• Strategic Planning & OKR Execution

• Operational Strategy, Cadence, & Execution

• Organizational Design | Workflow Optimization | Root Cause Analysis

• Executive Communication & Content Development | Board & Stakeholder Engagement

• Lean Six Sigma | Continuous Improvement | Risk Mitigation

• CRM Optimization | Automation | Digital Transformation

• KPI Development | Performance Systems | Impact Metrics

• Enterprise Systems Implementation | ERP & BPM Platforms

• Data-Driven Decision Support | Dashboard & Insight Design

Scale The Chaos, LLC - Saint George, UT      

Founder, CEO, & Principal Consultant | 2023 – Present

Founded operations consultancy focused on diagnosing and improving operational dysfunction across finance, sales, business operations, and leadership systems.

• Led strategic consulting and operational transformation projects for clients across healthcare, nonprofit, and startup sectors.

• Conducted root cause analysis using data insights, stakeholder interviews, and enterprise diagnostics to assess systemic dysfunctions.

• Designed and facilitated custom employee development programs and leadership workshops integrating proprietary communication and personality frameworks.

• Spearheaded CRM overhauls, Lean process mapping, and AI-informed process design to improve operational efficiency.

• Developed and deployed structured KPI systems, strategic dashboards, and standardized workflow documentation to improve decision-making and accountability.

• Created facilitator playbooks and comprehensive training workbooks to scale leadership development and operational execution.

• Led strategic alignment and coaching engagements with executives to increase decision velocity and cross-functional accountability.

• Directed the creation and adoption of performance dashboards, CRM reporting automation, and process improvements across teams.

• Led a 10-month full-time operational consulting engagement for Blue Cross Blue Shield of Arizona with high-impact initiatives that restored billing visibility and recovered substantial missed revenue while improving data flow across systems.

Results:

• Achieved a 400% productivity increase in a client’s service team and doubled a client’s revenue within four months by aligning people, processes, and systems.

• Reduced billing cycle processing time by 50% through automation and elimination of manual workflows in client operations.

• Improved lead quality, CRM adoption, and rep productivity through targeted KPI and CRM system enhancements.

• Recovered $7M in unbilled services for Blue Cross Blue Shield of Arizona through a 10-month engagement that involved deep process mapping on multiple lines of business, root cause analysis, and workflow redesign across Finance Operations.

• Elevated cross-functional performance by implementing adaptive process frameworks and communication protocols tailored to enterprise objectives.

• Enabled measurable gains in accountability, leadership alignment, and business unit performance across industries.

Zion HealthShare - Saint George, UT   

Director of Operations | 2021 – 2023

 Nonprofit healthcare cost-sharing organization that facilitates member-to-member sharing of medical expenses as a community alternative to traditional health insurance.

Led a full-scale operational turnaround that transformed a struggling nonprofit into the fastest growing healthshare in the country, scaling revenue from $30M to $54M in one year.

• Rebuilt a broken service delivery engine by mapping and optimizing workflows, standardizing processes, and automating manual tasks, reducing member processing time from 45 weeks to under 30 days.

• Personally designed and led the build of a custom BPM system in Zoho, replacing legacy workflows with automation, compliance tracking, and real-time visibility across departments.  Oversaw the successful migration of over 40,000+ members and records from Salesforce to support scale and integrity.

• Launched and scaled a new processing center by growing the team from 10 to 50+ across departments and locations in under a year, without increasing burnout.

• Designed and implemented enterprise-wide KPI dashboards, accountability systems, and SOPs to drive real-time decision-making, performance transparency, and leadership alignment.

• Built onboarding, training, and recognition systems that boosted morale, reduce turnover, and doubled throughput.

• Collaborated with Finance to develop a proprietary fund management and tracking system that reduced AP, improved allocation accuracy, and set new benchmarks for nonprofit healthcare finance.

• Introduced cross-functional governance and reporting structures that improved Board alignment, compliance visibility, and accelerated decision-making.

• Acted as executive partner to the CEO, operating beyond Director scope to lead cross-functional transformation, drive company-wide strategy, and build scalable systems for rapid growth.

Results:

• Revenue increased from $30M to $54M in one year (78% YoY growth)

• Membership expanded to 60,000+.

• Organizational capacity increased 200% through systems and team scaling.

• Member satisfaction and retention soared due to faster turnaround time, cleaner workflows, and high-performance culture.

Curecrete Distribution Inc. - Springville, UT                   

Vice President of Operations | 2019 – 2021

Chief of Staff | 2016 – 2019

Global leader in concrete chemical technologies manufacturing and distribution, generating $10–11M in annual revenue with operations across North America, Latin America, Asia, & Middle East.

Led enterprise operations through the COVID-19 pandemic and executed a multi-continent transformation that resolved bottlenecks, recovered key accounts, tripled international sales, and sustained growth despite industry-wide disruption.

• Navigated company-wide operations through the COVID-19 pandemic, maintaining operational continuity and revenue growth while rapidly adapting fulfillment strategies and leading cross-functional contingency planning.

• Resolved major production delays and fulfillment backlogs through Lean manufacturing principles, enabling Curecrete to not only meet demand but establish and maintain strategic safety stock.

• While many manufacturers faced steep decline during the pandemic, I led Curecrete through a high-impact operational pivot, sustaining revenue and driving international growth by reengineering product strategy and fulfillment systems to overcome global supply chain disruptions and retain competitive positioning.

• Directed all core operations across Customer Care, Production, and Fulfillment; aligned cross-departmental performance under unified KPIs and automation-enhanced workflows.

• Spearheaded a global consignment strategy that overcame transportation barriers, recovered key accounts, and increased production by 65%.

• Tripled international sales by converting flagship product into a concentrate, reducing shipping costs and unlocking new market reach.

• Personally led operational recovery of key client by reformulating products to align with their warehouse automation needs.

• Implemented ERP-driven process automation and Lean workflow systems, reducing backorders by 90% and cutting lead times by 60%.

• Built internal dashboards, customer experience training programs, and performance metrics to elevate service delivery and team accountability.

• Partnered with Finance to implement department-level budgeting tied to KPI performance, improving transparency, cost control, and resource optimization.

Results:

• 3× international sales growth through product innovation and fulfillment redesign.

• 90% reduction in backorders and 60% lead time reduction via ERP automation.

• 65% increase in production capacity through global consignment strategy.

• Maintained steady revenue and market share through pandemic-era disruption.

• Recovered key clients and expanded global footprint despite economic headwinds

Property Management Inc. (PMI) – Corp. Headquarters - Lehi, UT                     

Director of Property Management & Corporate Trainer | 2013 – 2015

 Nationwide property management franchise brand serving residential, commercial, association, and vacation rental property management.

Led corporate franchise operations and developed the proprietary systems, processes, and training infrastructure that scaled across PMI’s national franchise network. Oversaw property management for 200+ single-family units at the corporate office while supporting franchisee growth and operational success.

• Directed operations for PMI’s corporate-owned property management franchise, serving as R&D and flagship unit for process innovation and system rollout across the national network.

• Developed and implemented standardized operational frameworks adopted by franchisees nationwide, including SOPs, accounting workflows, compliance systems, and automation protocols.

• Built and delivered scalable onboarding and training programs for new franchisees covering marketing, client acquisition, operations, financial tracking, and compliance.

• Created centralized reporting and performance dashboards that drove franchisee accountability, improved visibility, and supported data-driven decisions across the network.

• Collaborated with executive leadership on policy development, software implementations, and franchise-wide process rollouts to maintain brand integrity and regulatory compliance.

• Mentored new franchise owners, equipping them with the tools and systems needed to launch and operate profitable property management businesses.

Results:

• 2x growth in corporate-managed units from under 100 to over 200 within 18 months.

• Maintained vacancy rate below 4% portfolio wide.

• Reversed corporate franchise from operating at a deficit to profitability within 6 months by identifying and eliminating inefficiencies.

• Trained and launched dozens of successful franchisees across the US.

• Supported national franchise growth of 50%+ during tenure through scalable systems and repeatable training infrastructure.

Keeler Thomas Financial Management Services – Orem, Ut                      

Client Services & Operations Coordinator | 2011 – 2013

Boutique wealth management firm serving high-net-worth individuals and families with customized investment strategies and fiduciary guidance.

Supported front- and back-office operations for executive advisors, ensuring a seamless, high-touch experience for clients while contributing to the firm’s operational accuracy, client communications, and technology optimization.

• Orchestrated executive scheduling and client communications across a portfolio of high-net-worth clients, ensuring white-glove service and responsiveness.

• Created and customized quarterly investment review booklets and performance summaries, aligning content with compliance standards and elevating client perception.

• Conducted quarterly audits of investment portfolios to ensure accuracy in reporting and billing, reducing reconciliation errors and improving advisor visibility.

• Led the design, testing, and advisor adoption of customized billing software, collaborating cross-functionally with development teams to ensure intuitive user experience and alignment with firm-specific billing models.

• Managed front-office operations and served as the first point of contact for client families, enhancing retention and client satisfaction through polished, responsive service.

Results:

• Delivered a 30% reduction in billing discrepancies across client portfolios.

• Contributed to software rollout that streamlined billing workflows and improved advisor oversight.

• Played a key role in strengthening client retention through improved communications and audit accuracy.

Real Property Management Elite – Provo, Ut                                              

Rental Property Operations & Leasing Coordinator | 2009 – 2011

Residential property management firm specializing in single-family and small multi-family rental portfolios.

Supported day-to-day leasing and operations during a period of rapid market growth and process formalization. Played a key role in centralizing tenant management systems, streamlining leasing procedures, and improving coordination between residents and internal teams.

• Led the rollout of centralized leasing systems to standardize tenant onboarding, reduce processing delays, and create a consistent resident experience.

• Authored and published standardized listing templates and digital marketing materials, improving response time and lead quality.

• Managed high-volume leasing communications, including scheduling property tours, processing applications, and executing leasing documentation.

• Developed and implemented a tenant services coordination system that reduced response times, clarified maintenance workflows, and improved resident satisfaction.

• Served as liaison between property owners, tenants, and third-party vendors, ensuring transparency, prompt follow-up, and regulatory compliance.

• Provided administrative support for portfolio-wide reporting, tenant file audits, and lease compliance initiatives.

Results:

• Reduced average tenant onboarding time by 30% through streamlined leasing workflows.

• Improved resident satisfaction scores via enhanced maintenance coordination and faster service turnaround.

• Supported operational systems that enabled the company to scale its property portfolio while maintaining personalized service delivery.

Bachelor Of Science in Integrated (General) Studies - Utah Valley University, Graduated with Honors

Certified Lean Six Sigma Black Belt - The Council for Six Sigma Certification

President, National Speakers Association, Las Vegas Chapter

• Overseeing strategic programming, board leadership, member engagement, and professional development for one of NSA’s most dynamic local chapters.

• Lead initiatives to elevate speaker growth, community impact, and chapter visibility nationwide.

Creator and host of ‘Scale the Chaos’ Podcast, YouTube, Spotify, and Apply Podcasts

• Where we talk all things contributing to your organization’s chaos and dysfunction.

Certified Virtual Presenter - eSpeakers

Creator of Leadership Development Programs

• The Aim Alignment Framework™ - Goal setting framework that forces alignment of organizational goals with strategic direction so you can move faster and execute smarter.

• Empowered Employee Growth Framework™ - Employee development framework that develops your people with structure, expectation, and growth paths so you can scale performance.

• Bird Mapping Framework™ - Communication framework that builds real-time, adaptable communication skills for instant connection.

• Intellevate™ - An emotional intelligence leadership framework that regulates reactions, builds awareness, and models culture so leaders can lead with intention.

• The R.E.A.L. Execution Model™ - The change management meets emotional intelligence framework that transforms emotional defensiveness and change resistance into emotionally intelligent execution.

Proven ability to translate complex operational needs into scalable, tech-enabled systems that enhance visibility, accountability, and cross-functional alignment. Skilled at evaluating, integrating, and optimizing tech stacks across fast-growing, multi-location organizations. Below is a list of selected technologies and platforms I have extensive working knowledge of – too many to list them all.

• Operations & Project Management
  Salesforce, Monday.com, ClickUp, Microsoft Project, Smartsheet, Notion, CoPilot, Asana, Trello, MS Teams, Airtable

• Process Improvement & Data Analytics
  Tableau, Power BI, Visio, Lucidchart, Microsoft Excel (advanced), RCCM, KPI tracking tools, Root Cause Analysis frameworks

• CRM & Marketing Automation
  GoHighLevel, Zoho, Salesforce CRM, HubSpot, Wild Apricot, Mailchimp, Constant Contact, Canva (advanced), Adobe Creative Suite, AI-assisted marketing platforms

• People & Culture Systems
  Paylocity (goal alignment, performance, org structure), HiBob (familiar), BambooHR, ADP, Gusto, Thinkific, LMS management systems, employee handbook & policy systemization

• Documentation & Knowledge Management
  SharePoint, Confluence, Google Workspace, Microsoft 365 Suite (advanced), SOP design systems, training & knowledge hubs

• AI & Automation Tools
  Zapier, ChatGPT, Claude, Perplexity, AI-enabled dashboards, Descript, Synthesia, intelligent document processing, automated onboarding sequences, AI-driven workflows for marketing and internal operations

• Communication & Engagement
  Slack, Zoom, Microsoft Teams, Loom, webinar platforms (GoToWebinar, Zoom Webinar), podcast production systems