Promoted to launch, grow, and manage retail partners across 27 metros for a start-up company which provides on-demand moving and delivery services in 27 metros across the U.S.• Partner with furniture stores, storage operators, and nurseries to introduce them to an innovative and unparalleled delivery experience for their customers; effectively manage projects while thinking strategically and adapting as needed.• Identify, target, and develop long lasting relationships with retail stores and storage operators to develop new and existing accounts; follow through on all commitments and ensure projects meet the expectations of stakeholders.• Effectively communicate Lugg’s value and successfully onboard partners by executing staff training, implementation and follow-up; maintain clear and regular communication to keep them informed of project status, milestones, and any changes.• Continually drive growth within new and existing assigned accounts; identify potential roadblocks to growth and implement strategies to mitigate them; increased Gross Merchandise Value (GMV) $1,100,000 in 10 months.• Build strong relationships with cross functional partners internally at Lugg to manage operational complexities, drive share growth and increase loyalty in key accounts.

Promoted to manage supply, demand, day-to-day operations, growth, and expansion into new markets.• Recruited, interviewed, hired, trained, motivated, and provided executive leadership and direction to 15 remote Operations Associates on three regional teams to ensure the delivery of superior customer service in 27 markets across the U.S.• Served in a project management role to lead expansion from one market to 27 markets over 5½ years; successfully scaled Lugg’s supply from 25 two-man crews in one market in 2017 to 300 two-man crews across 27 metros in 2022.• Oversaw all aspects of expansion into each market from inception to completion using a combination of leadership, organizational skills, and technical expertise to ensure that projects were delivered on time and within budget.• Tracked project progress, identified and addressed issues, and made adjustments as necessary to keep the project on track.• Effectively balanced supply and demand in every metro leveraging historical data and hand-built SQL reports to understand trends and forecast future demand; ensured all markets were cash flow positive.• Scaled the Operations Department to manage 5,000 active Luggers (1099 contractors) and ensure availability of crews in all markets to support operating 7 days per week from 8:00 a.m. to 9:00 p.m.• Developed and implemented recruiting strategy to attract Lugger applicants through ads on Craigslist, Facebook, and Uloop; built knowledge base for Luggers and improved engagement.• Optimized Applicant Tracking System (ATS) workflows and produced instructional content to support a 7-stage process including videos, quizzes, and data requests to efficiently remotely onboard and train 400 new Luggers per month.• Developed partnership with IKEA in 2020 to power deliveries from 40 U.S. store locations.• Ensured the efficiency of numerous on-demand deliveries per day, working with clients including Costco, Mattress Firm, Home Goods and Restoration Hardware.

Hired to manage day-to-day operations to maximize results in the San Francisco market.• Recruited and onboarded 5-star drivers and helpers to the Lugg platform; delivered on weekly goals.• Developed, implemented, and continuously improved processes to ensure a balance of supply and demand functions.• Regularly communicated with Luggers to keep them up-to-date through Email, Phone, Chat and SMS.

Promoted into a leadership role to oversee all operations and customer success initiatives for a start-up company established to be the best source for home services and construction equipment in the state of California.• Provided leadership and direction to two Operations Associates which helped thousands of homeowner and business customers compare prices and connect with the best local suppliers every day,• Served as first point-of-contact and owner of communication with contractors and suppliers across multiple mediums, including Getable’s native app, phone, in-person, text, email, and e-newsletters.• Diligently controlled contractor’s rental lifecycle through SDLC principles; monitored contractor’s budget and rental duration.• As a key team member, participated in product design review sessions; made recommendations on how to productize and automate important and frequent communications with customers and suppliers.• Co-led 4-person development team to build internally facing and supplier-facing software.• Developed internal procedure documents to articulate process and performance measures for team.• Led product onboarding sessions for new contractors and suppliers.

Hired to assist in start-up of the company to revolutionize equipment rental processes in the construction industry.• Served as liaison between contractors and rental companies to facilitate equipment rentals and deliveries to job sites. • Implemented utilization of new mobile app to request equipment; streamlined process and consolidated rentals.• Facilitated the bidding process from equipment rental companies, which disrupted the industry.

Managed data from multiple systems and provided dashboards to report on key performance metrics for a 385-bed tertiary care, academic medical center which provides primary, specialty, and emergency care to a diverse patient base.• Developed data-driven improvement strategies and implementation plans which resulted in improved patient care services; created an innovative dashboard to simplify and improve how clinical staff and hospital leadership reviewed key metrics.• Helped improve processes within the hospital as a member of the quality team, and ensured that data was available, reliable, consistent, accessible, secure, and timely to support the mission and activities of the hospital. • Utilized Lean Six Sigma techniques to ensure multiple projects stayed on time, within funding limitation, and on target.

Designed, recommended, and installed software solutions at real estate firms of all sizes across the U.S. for a technology consulting firm serving the real estate industry with focused software services.• Developed software procedure documents and helped recommend and install Yardi property management software at residential and commercial real estate firms to manage assets, marketing, accounting, and leasing functions.• Implemented best management practices and trained stakeholders on the functionality of the Yardi software.

Recruited to manage IT project management training curriculum for clients including HSBC and BP for a leading provider of business and professional training and education programs for Fortune 500 clients worldwide.• Coordinated projects by ensuring information flow to/from clients and serving as liaison with all ESI departments on all client operational and program delivery issues; helped kick-off projects, gather requirements, and manage logistics.• Assisted in roll-out of customized training programs to client employees located in domestic and international field offices.