I am a Global Operations Leader, relentless in re-imagining solutions to drive performance improvement strategies and continuous innovation programs across the media, e-commerce, retail, and insurance sectors. With over 24 years of experience leveraging strategic, technical, and industry knowledge, I demonstrate fluency in analyzing operational workflows, engineering new business processes, and expanding organizational capability while simultaneously navigating challenges and improving stakeholder engagement. Expert policy maker skilled at utilizing data to better inform practice and build organizational infrastructure to support strategic goals.✓ Design-thinking mindset, adept at creating agile business processes and improving operational frameworks. ✓ Visionary leader with a passion for building strategically focused teams and encouraging critical thinking.✓ Subject matter expert, fluent in optimizing cross-functional collaboration to deliver game-changing outcomes.Career Highlights:- Led the amalgamation of North America and International Payments infrastructure to globally centralize processes.- Elevated customer service levels to achieve a 3-day improvement in handling times.- Delivered a $3M savings with the implementation of an internal audit and approval framework to verify spend.- Generated an additional annual savings of $5.5M with the institution of new policy.- Boosted accuracy rates and spend reporting rates by 35%, helping drive customer compensation decisions. - Led 12-month migration project to support the $4.05B acquisition of Stubhub (from eBay) by Viagogo. - Decreased transaction loss by 20% with the introduction of SOPs and expansion of reporting capabilities.- Lowered customer restitution spend by $20M through the design and application of quality service policy.- Increased customer satisfaction by over 20% and attained high repeat purchase rates with a customer-centric refund strategy following Covid-19 pandemic.- Improved processing time with automated bulk refund processing tools.- Reduced sourcing and payment issue run rates, producing cost savings well above $5M per year. Areas of Expertise:Strategy Creation | Leadership & Coaching | Systems Optimization | Continuous Innovation | Internal AuditsProject Management | Employee Engagement | Change Management | Customer Excellence | Lean & Six SigmaBusiness Metrics & KPIs | Stakeholder Communication | Policy Design | Financial Analysis & Reporting