I lead the customer experience function for financial services supporting Hyundai, Kia, and Genesis by designing end-to-end journeys and aligning digital and physical touch points, I address pain points and integrate feedback to drive seamless, customer-centric solutions. Through collaboration and data-driven insights, I continuously optimize processes to deliver exceptional service and operational efficiency.About HCA: With a managed portfolio at $40.8 billion in 2024, up 19.1% year over year; HCA is an auto finance company supporting the financial services needs of 3 auto manufacturers. Through the Hyundai Motor Finance®, Genesis Finance®, and Kia Finance America® brands, HCA offers installment loans, leasing, and financing products to consumer and business customers across the U.S., as well as inventory, real estate, and operating capital financing for Hyundai, Genesis and Kia dealerships. HCA effectively serves more than 2 million customers across luxury and mass market and more than 1,600 dealers across the United States, HCA is a major subsidiary of a Global Fortune 500 company founded in South Korea, Hyundai Motor Group.

Partnered with executive leadership to evaluate growth opportunities across core and emerging mobility markets while strengthening brand position.Strategic Planning and Leadership- Defined mission and vision statements aligned with corporate values, providing strategic direction for a Fortune 500 company.- Researched mobility innovations, including autonomous vehicles and robotics servicing, contributing to 2030 revenue growth targets.- Conducted benchmarking and analysis to identify dealer product opportunities and revenue enhancements.- Improved team engagement through department activities and insights from Great Place to Work surveys, informing leadership plans.Customer Insights and Experience Optimization- Supervised a Gen Z segmentation study with UC Berkeley marketing students, aligning enterprise strategies with emerging trends in auto financing and personal finance behavior.- Developed a business case for a Customer Experience (CX) role, leading to the hiring of a CX Director and support team while overseeing a Summer and Fall CX Intern program for current state analysis.- Enhanced customer-centric initiatives by uncovering underutilized datasets and creating the Bigram Dashboard, integrating analog frameworks with AI for improved decision-making.Digital Transformation and Execution- Designed a paperless billing initiative during a WhiteBelt competition, achieving 2,000+ conversions, $114K in projected benefits, and $6,132 in realized savings within four months. - Defined Mobile App Strategy, refining product vision through competitive benchmarking and customer data insights, highlighting a 74% preference for mobile engagement across a 2.1M customer portfolio spanning three brands.- Led HCA’s native app initiative for three digital products, managing a 12-week prototype sprint across brands, coordinating cross-functional teams and vendor collaboration to deliver a scalable prototype and go-to-market strategy within a $250K budget.

• Clearly identified consumer pain points, validated human insights with market research for a US TAM of $22.1MM launching new business• Designed & collected 351 surveys in Qualtrics to pinpoint key ‘Sling’ feature, using SPSS for ANOVA, regression & KMC analysis• Identified ‘Slab Mailer’ growth strategy, building financial forecast to model subscription plan to optimize capital efficiency• Analyzing 4k content posts from 6 competitor SM accounts, identified market opportunities, defined success measures & KPI’s• Performed NLP sentiment analysis on SM content to highlight unique brand positioning for social media market strategy

Key responsibilities included turning around patient perception and site relationship at challenging site, identifying KPI's and creating dashboard to track lab processing, increasing customer lab results accuracy, creating site protocol training to improve efficiency, direct client relationship management, and delivering satisfactory customer service, scoping new service opportunity and reducing unrecovered insurance reimbursements.• Led billing team to recover 80% of $175,000 in outstanding reimbursements• Slashed waste and lab costs 12.3% by creating site protocol training and implementing controls while improving patient experience by improving lab accuracy from 84% to 96%• Forged site partnerships, enhancing patient relationships over an approx. 7,000 individual interactions• Conducted competitive landscape analysis and preliminary market research for a $5M service offering for int’l travelersBackground:HODU Now is a retail health startup providing RT-PCR testing results, under 12 hours. During the early stages of the pandemic, founding physician saw the need for safe, reliable testing to help reduce exposure risk and slow the spread while keeping businesses operational. Initially working on safety protocols with Hollywood studios, the need for services outpaced the capacity of just one doctor to scale the business to meet market opportunities.

• Researched and presented on underserved market segment, an estimated $125B+ N. American Muslim consumer market• Delivered NAM campaign for leading CPG client, representing 45% of the $1.123B US sales in 2021, garnered +4.6M interactions• Transformed NAM SM influencer strategy, expanding reach by 935%, representing 22.3M, exceeding expectations by 4.5x

Key Responsibilities included working with the California Initiative for the Advancement of Precision Medicine team, analyzing legislative mandate into actionable research plan, implementing UX design tools - user analysis & personas, journey mapping, market segmentation - distilling into need gaps, identifying stakeholders, conducting stake holder engagement through surveys and interviews, and migrating existing Asset Inventory to ArcGIS platform with user filtering and search capabilities.• Translated Precision Medicine teams legislative mandate into stakeholder analyses, resulting in expanding the ecosystem by 3.7x• Implemented UX design tools including user analysis & personas, and journey mapping to identify stakeholders through surveys, interviewing 100 current and past agency partners, advisors and beneficiaries

Key responsibilities included pitching project to founder at CES2020 in Las Vegas, leading team in new go-to-market strategy creation, designing a customer behavior framework model to identify high-yield behaviors, narrowing target consumer segment by conducting primary & secondary research, defining a 5 -factor model using qualitative & quantitative data, researching and incorporating LEED standards into market strategy. • Created go-to market strategy with budget and timeline, narrowing target consumer segment & realigning entry for N. America• Utilized a customer behavior framework model to identify 7 high-yield clients, securing a $1.2M sales leadBackground:Hydraloop is a certified innovative water recycling system that collects 85% of all in-house water - from showers, baths, washing machines and air conditioning- which was recognized at CES2020 in the categories of Best Innovation, Best Sustainable Product, and Best Startup. Currently in its first round of equity funding, €3.3M. A clean tech startup working to address the challenge of climate change, our dwindling access to our most valuable resource: potable water.Launching its first commercial water recycling product in 2017 in the European market, Hydraloop gained success by expanding into the Middle East & North Africa market. Looking to capitalize on the commercial and residential success, Hydraloop came to CES2020 to introduce the brand and product to the North American market by directly reaching climate crisis aware residential consumers.

Key responsibilities included understanding operational inefficiencies, gathering qualitative data to couple with quantitative data for analysis, research and select platform to showcase prototype capabilities, conducting statistical analysis on on product sales data over two quarters of warehouse product movement and West Coast retail store sales.• Collaborated to improve labor productivity, reducing avg. pick time, a potential $210K payroll expense• Built digital prototype on PowerBI performing statistical analysis in Excel on 70K SKUs over 2 quarters of sales• Interviewed 32 warehouse pickers across two shifts, analyzing employee training and handbook protocol inefficiencies

• Conducted market research on wearable health technology product addressing $45M addressable mass gathering market• Analyzed and prepared RFP’s, led communications from proposal draft to submission resulting in +$500K in revenue• Engaged team of international consultants across a dozen countries, over 11 projects supporting academic and government agencies• Provided research support, built budget projections for report on PFAS class of chemicals for the CDC, report published in 2017• Maintained QuickBooks financial data providing strategic planning insight, managing payroll, operation & project budget and taxes

Private equity firm focused on real estate investment strategy. Achieved targeted $10M funding goal for new investment fund, by executing successful campaign leveraging social network, utilizing compelling investment brand narrative, investor materials, and small events.

Overall achievements included the launching of new department, building a collaborative team, and delivering on a larger-than-life 3-point mandate with a small budget, key highlights include: • Secured $2.6M in funding, including through 1300 new monthly donors• Full P&L management of department, including $1.5M federal, state and foundational grant awards, over 5 years • Successfully identified, planned, and executed strategic department opportunities, over 6 years leading to launch of the Legal Center • Led transition of 34 offices across US to cloud based CMS, negotiating and managing IT team product development• Advanced expansion of employees 4x by revitalizing internship & hiring process, & training across 4 state offices• Created intake processing, assisting 3000+ clients, maintaining an avg. 78% client close rate, expanded presence to 130 new sites• Increased brand awareness, through 70+ presentations, 45+ press engagements, 15 publications, consulting on 10 Hollywood & international movie productions• Crafted marketing strategy & led team to execute 10 national campaigns, leading organizations strategic partnership resulting in launch of 5 new programs & expansion of programming to 13 offices across 9 states

Developed and successfully executed 5-year strategic plan resulting in four-fold expansion of employees, 43% increase in grant funding, $700k in fundraising over 5-year period through 1300 new monthly donors. Successfully led organizational effort creating cloud based client case management database, coordinated 34 offices, converting upwards of 30k paper records for custom designed web application. Revitalized internship and hiring process, appreciably increasing quality of interviewees and directly mentored 55 students over 10 years. Secured $175k funding and produced 2 short documentaries supporting Bridging Communities and the Community Leadership & Media Training programs.

Responsibilities included establishing client intake processing, implementing case protocol to assist 700+ clients, building partnerships to sustain a 10.2% growth rate. I led a county focused client campaign, transforming into a state, and then national, effort to assist 1000’s of Americans caught up in the limbo of Citizenship processing without due process or remedy. My responsibilities included drafting talking points, drafting op-ed's for various key stakeholders, managing partnership's with lawyers across the country, driving partnerships with nonprofit legal organizations. Citizenship delay campaign exposed the need to develop social media platform strategy, I took initiative to launch the organizations first social media accounts. I integrated public relations and marketing strategy, working across functional teams to maximize org. engagement for a 63% growth across social media platforms. Launched 2 new annual programs, Comedy Night for Civil Rights and Sacramento based Muslim Youth Leadership Program, with direct P&L responsibility across the state.

Co-founded AnsarWear a compelling social good brand that generated revenue to fund a San Diego high school student mentorship program working with low income, marginalized and refugee population, by leveraging consumer white label apparel demand and a social good mindset.

Key responsibilities include undertaking market research; developing a business international trade advocacy strategy, and I researched leads and opportunities through various trade databases. My particular focus project was conducting market research on potential grant opportunities for diverse San Diego industries and managing a database of opportunities and workflow of applications, sending out weekly updates to World Trade Center business partners.

Training grounded in Museus’s Culturally Engaging Campus Environments framework. As a Peer Mentor, responsibility towards four service areas in mentoring 10 freshmen from disadvantaged and first generation college backgrounds through their first year of college. In fostering retention, I was empowered to build culturally engaging communities, help mentees grow personally, develop intellectually, and become enriched professionally. I designed engaging workshops, conducted one-on-one mentoring, facilitated group discussions and activities, and supported community building efforts across the campus through extracurricular participation.