BUSINESS PROCESS MANAGER | 9 Silver LLC | Los Angeles, CA Dec 2022 – Feb 2023 Conducted thorough assessments of 32 business processes and workflow maps to determine strategies for improving efficiency and effectiveness of clinical departments while utilizing Lean Six Sigma principles to identify and address areas of improvement. Collaborated with senior leaders to communicate business process improvement, operational issues, and recommendations. Created digital library to index 32 work processes, 22 role descriptions, all support materials, and training process materials. Consolidated, revised, and streamlined thirty-two (32) existing work processes to facilitate consistent quality assurance, contributing to increased efficiency in process control and improved analysis tools.  Assessed nine facilities, ensuring and monitoring compliance with required government, labor relations, and insurance guidelines. Developed and implemented a comprehensive onboarding process for 12 clinical positions, enhancing collective intelligence and promoting self-development among new employees.Key Achievements: Achieved 60% improvement in timely billing and receipt of payment, leveraging skills in designing process architecture.  Reached 83% compliance rate with external auditing performed by insurance and governmental inspectors.  Achieved 97% employee satisfaction rate through documented workflow and work processes, contributing to significant data gathering and operations process improvement. Reduced client intake time by 30% by utilizing KIPU EMR process improvement, successfully aligning with customer requirements and effectively driving performance improvement. Efficiently directed an organization of 86 employees and 112 clients, along with monthly intake rate of 10 to 15 clients.

OPERATIONS MANAGER Managed, motivated, and coached a 68-member team within bi-coastal warehouses while monitoring compliance of operations with operational strategies, KRs/KPIs, 5S standards, ISO procedures, and OSHA standards. Coordinated, planned, and managed daily logistics, including inventory management, shipping, and technical refurbishing. Analyzed key performance indicators and standard operating procedures to determine areas of performance improvement. Onboarded new hires, first-line managers, and all other necessary resources while providing coaching and training for staff to succeed in meeting sales operations and strategic objectives.  Created employee satisfaction initiatives such as succession plans, annual performance appraisals, and career development plans. Produced in-depth reports detailing budgets, forecasts, operational P&L performance, and vendor contracts while working collaboratively with cross-functional teams in achieving goals, professional growth, and continuous improvement.Key Achievements: Reduced operational expense by 6% and injury rate from 30% to less than 1%, demonstrating adept business knowledge. Increased production by 36% and quality adherence by 29% through effective applying change management initiatives. Effectively guided organization of 145 employees, supported eight direct managers, and led teams of 17 to 20 members. Successfully retained 83% of warehouse personnel, ensuring adherence to company’s service level agreements.

TRANSITION MANAGER | HCL Technologies, LTD | Los Angeles, CA Apr 2019 – Apr 2020 Steered seamless operations of offshore knowledge transfer projects for back-office workflow processes across three countries.  Led high-performance teams throughout process reviews, workflow mapping, and standard operating procedures (SOP) processes, thus establishing daily workflow that maximizes efficiency and productivity.  Performed valuable training and guidance that builds relationships and observation among staff to relay operational initiatives.  Directed design and execution of business transformation initiatives to drive performance, profit optimization, and growth opportunities and drove strategic improvements to enhance operational and organizational efficiencies.Key Achievements: Successfully recycled, documented, and launched 25+ key work processes, contributing to streamlined processes.  Overachieved deadline of execution by 45 days, demonstrating adept skill in time management and process control. Efficiently provided comprehensive support to 16 non-direct reports, four direct managers, and six outsourcing managers.

OPERATIONS PROJECT MANAGER  Coordinated daily operational processes for global technology organization, including delivery of on-site services across key industries and 150 companies, ensuring alignment of strategic goals, vision, and objectives with KRs and KPIs.  Provided dynamic support to cross-functional teams by managing contracts, field organization, and informational systems. Recruited, hired, and retained 86+ qualified candidates, with initiatives to modify the hiring process and better meet position requirements while supporting six directors and operation managers across Los Angeles. Key Achievements: Surpassed customer satisfaction by 97%, contributed to 6% revenue growth and cost control, and increased profit by 4%.

TECHNICAL SERVICES OPERATIONS MANAGER | XEROX Corporation | Los Angeles, CA Assisted the sales force in the selling process, equipment placement, and customer management. Led technical service teams in the delivery of technical support, product installation, service resolutions, and client support. Developed tactical plans to meet and exceed performance standards. Secured cost-effective contracts by applying effective interpersonal and negotiation skills. Overachieved sales objective by 105%, attained same-account revenue growth by 11%, and decreased parts expense by 22%.