Kristen Chan Email & Phone Number

New York City Metropolitan Area

- Established a Communication Strategy and Plan for an Advanced Distribution Management System (ADMS) deployment to improve performance and reliability to customers across 5 jurisdictions; includes a governance structure, messaging strategy aligning to ADKAR, and enhanced content across multiple media types- Developed training, stakeholder interviews, hypercare strategy, and communications for Supply Chain Transformation across the US, Hungary, and Malaysia, improving delivery predictability by 65%- Managed an Analyst throughout executive level workshops; taught best practices, coached facilitation of Human-Centered Design MURAL board sessions, and analyzed data for outcomes report

New York City Metropolitan Area

- Managed documentation compliance strategy and change management across 2 Anti-Money Laundering team, partnering with cross-functional process owners to meet a Change Release Timeline- Analyzed documentation process metrics for 2LOD and 1LOD teams to improve and standardize governance structure and progress tracking across functional teams

New York City Metropolitan Area

- Coordinated the planning and execution of a target operating model change; tracked milestones and progress, maintained stakeholder accountability, and led issue/risk/decision management- Built and managed a site-wide Integrated Project Plan and MS Project Plan. Facilitated workshops and stakeholder interviews to inform inputs and cross-functional dependencies

San Jose, California, United States

- Measured impact of 8 operational and technical issue types for DoorDash Grocery, and systematized resolution through building a support program and knowledge base playbook. Work resulted in a 50% decrease in reported issues and application bug fixes- Facilitated 3 new national grocery store launches, guiding managers on-site through inventory checks, Shopper and App procedures, and initiating store’s Go-Live times- Analyzed inbound Shopper request trends to build a quarterly forecast model used to inform capacity and staffing for a new Shopper Support Program

San Luis Obispo, California Area

Collaborate with professors to administer 20+ exams daily for students with disabilities, including solving for accommodations of individual student needs and maintaining ADA compliance.

San Jose

• Evaluated IT and business process controls to fulfill SOX compliance and produce SOC reports• Collaborated with clients by reviewing current processes and advising on efficiency improvements

Prague, The Capital, Czech Republic

Developed comprehensive expansion strategy for e-commerce company to grow into new international markets, with focus on fulfillment quality control and customer experience operations.Spearheaded the creation of new company entity including compliance with regulatory requirements and recruiting remote management team.Conducted profitability analysis across >600,000 SKUS to inform future product offerings tailored by region and brand.

Bachelor Of Business Administration (Bba), Business Administration

Education record

Activities and Societies: California Scholarship Federation, National Honors SocietyI was an active member in the Volleyball program.