Product Operations Systems and Scale• Increased customer onboarding capacity by 300%. Onboarded and grew customer facing Philippines BPO operations team. Standardized and documented all SOPs. Integrated learning platform with central operations through collaboration with multiple technical and client teams. • In the first 12 months Increased user adoption of learning platform by 50% by delivering new enhanced UI and operations platform. This translated to a 50% gain in revenue for education required clients. • After 2 months with CAIS I was invited to attend executive level leadership training and strategic discussions. • Owned internal learning platform, driving education success and participation, also reporting out progress on internal dashboards. Increased internal training adoption by 50%.Product Operations Vision and Execution• 100% success rate in implementing new clients and delivering new features to existing clients. • Enhanced customer sentiment by 25%. Established an NPS based system for clients to provide feedback and sentiment. Then implemented new products based on frequency and T-Shirt size. • Owned CAIS IQ internal and external digital learning platform, curriculum and coaching for success.

Resource and Capacity Planning• Working collaboratively with the data science team built an extremely complex demand forecast/headcount planning model to ensure capacity was met across 12 teams in 16 markets. Achieved 90%+ on all SLA metrics.• Defined annual headcount allocations and monthly incremental increases. Collaborated with finance team to provide labor cost analysis and per unit economics to scale. • Defined and implemented business operations requirements in Salesforce implementation.• Built all data visualization dashboards and used them daily to present to leadership and executives on Zillow offers program performance, root cause analysis, and strategic program recommendations.

Involved in brewing operations:-Recipe development-Brewing operations; equipment maintenance, brewing, fermentation management-Cellar operations-Operations manager

● Operations leader for launching new clients and products and guiding them through their lifecycle including training, implementation and tracking success. ● Completely overhauled hiring and training protocols; reduced training time by 2 weeks and allowed for the remote hiring and training of employees across 10 states. ● Successfully launched a new behavior change program in the UK. Leading a cross-functional team to create an in house technology infrastructure, customer support tool and recruit a UK based team of counselors. My work cross-functionally and expertise allowed the successful delivery of project start on time.● I have demonstrated delivering results using Lean Six Sigma methodologies as part of a process of continuous improvement and innovative product design: ● Completely overhauled team performance metrics. By emphasizing self-directed goal setting and reducing numbers based performance management our service increased 10% and staff attrition decreased 5%.● Led cross-functional team to built and launch in house customer support tool for a 24/7 contact center using multiple communication modalities (phone, email, communicator, internet) including user experience testing and mapping business processes. Productivity increased by 25%. ● Improved customer support and experience by working with a cross-departmental team to reduce call times by 20%. Customer experience improved based on NPS scores.

Managed a team of 6 Quit Coach Supervisors with a total of 60-80 direct reports. Helped to design and implement the Text 2 Quit program as a supplementary offer to the Quit 4 Life program.

Managed performance for a team of 12 Quit Coaches.Independently undertook several projects within Service Delivery including building and maintaining the Call Quality Library. This was a cross departmental training resource to provide audio examples of excellent calls. Supervised and developed the Registration Response Team. This required taking on a newly recruited team for an experimental project to catch up on inbound Registration volumes. Established call quality measures and procedures, staffing schedules, workflow management protocols and managed the team’s performance.