Head of Operations for a boutique Property Management business specializing in short to mid term vacation rentals.Streamlined Operations: Developed and implemented efficient operational systems that enhanced workflow and reduced turnaround time for property onboarding and guest services.Technology Integration: Integrated advanced property management software to optimize booking processes, improve guest communication, and facilitate real-time performance tracking. Spearheaded the design and development of a user-friendly website that enhanced online presence, streamlined booking processes, and improved guest engagement.Data-Driven Decision Making: Utilized analytics tools to monitor key performance indicators, driving strategic decisions that increased occupancy rates and revenue growth. Team Leadership: Managed and trained a dynamic team, fostering a culture of excellence and accountability that ensured high-quality service and guest satisfaction.Process Improvement: Identified areas for improvement within operational workflows, leading initiatives that enhanced operational efficiency and reduced costs.

• Revamped incident management workflow by implementing a comprehensive process replacing outdated methods and establishing a central hub for action-oriented tasks. Introduced a Kanban board and analytical dashboard, resulting in a 40% decrease in incident resolution time, a 25% boost in customer satisfaction, and reducing a $720,000 annual Patch Set expenditure through enhanced incident handling. • Successfully managed the ValGenesis 4.1 upgrade project, post-launch production support, and orchestrated department-wide communications collaborating with global teams. The upgrade resolved over 30 show stopping bugs preventing users from completing daily validation tasks necessary for maintaining Validation Lifecycle Management. Oversaw post-implementation tasks ensuring a smooth and unanimous system upgrade and saving $540,000 in annual vendor contracts through timely deployment. Select Accomplishments:• Performed and deployed configurations to onboard regulatory systems, lab equipment, and validation software within ValGenesis. Such configurations are necessary for cross-functional global teams to perform testing and streamline operations critical in preparation for audits and inspections performed by the FDA. • Project Managed PatchSet 17 to ValGenesis resolving critical time sensitive bugs impacting validation engineer’s ability to record their testing and results. Managed compliance approvals and vendor deployment tasks whilst simultaneously owning configuration changes for dependent global teams. Effectively juggling multiple projects concurrently, consistently meeting deadlines, and aligning cross-functional teams.

• Led the modernization of the Digital E-Sign project, migrating from ASPX to React and leveraging UX/UI expertise to streamline the web UI for reduced user clicks and an intent-driven design. Implemented a new software framework, enabling easy debugging for future developers, and successfully updated over 50 E-Signature forms to a modern user interface with scalable, understandable code.• Lead developer for the redesign of the Claims Reporting workflow. Modernized Geico’s web application and mobile app customers utilize for reporting insurance claims. Updated UI to reflect required field inputs and prioritize ease of use for customers. Held code design reviews, delegated to other developers, and supported production releases resulting in improved customer effort score results by 7-percentage points.• Production Support Developer supporting the release of 200+ bug-fixes and updates into production. This large-scale release migrated 80% of the application from ASPX to React framework to produce a fast single page web application. Triaged and determined code fixes for a widespread cache-busting issue that caused a blank page hard stopping users from continuing to 60% of the website.• Trained for Technical Product Owner to understand roles and duties, ensure accuracy in maintaining backlog, and clarify needed tasks to deliver stories into production. Successfully wrote detailed requirements and user stories while simultaneously creating timeline roadmap for deliverables on an E-Forms conversion initiative.• Data Analyzed customer pain points and cause for low task completion for the Adverse Carrier reporting flow. Implemented resolution reordering tasks shown to the user based on priority and ending the workflow with a clear and concise confirmation page. Optimized flow pre-release, users were about 15% continuing to complete their claim, and post-release, it went up to 80-90% ultimately reducing the number of calls to our claim centers and saving $10,000 quarterly

• Spearheaded Scheduling Simplified flow and conducted Design Experience Team studies to determine the causes of user drop-offs. Created working prototypes for A/B testing using InVision to present an improved Scheduling Appointment workflow to GEICO customers. Implemented proposed workflow utilizing testing feedback resulting in a 10% drop of customer calls to schedule car inspection appointments. • Championed Emergency Roadside Assistance modernization project. Modeled workflow with UX empathy as a guideline to advocate on behalf of GEICO’s customers during emergency roadside assistance. Created technical requirements, digital mockups, and worked alongside the development team to produce a new experience – resulting in a 6-percentage point improvement in customer completion and recognition from company executives.• Drove A/B testing for an optimized modernization/transformation strategy for users accessing new GEICO’s features. Proposed concise overview pages leading into GEICO’s newly implemented service flow with testing resulting in higher ratings for every Customer Satisfaction Score and Customer Effort Score measure. Accordingly, the proposed Overview pages were implemented to 100% for all name insured users. As a result, customers were happier with their online experience, more at ease, and better understood the claims process.