Acted as the company’s main adviser on all issues relating to operational functions: Human Resources, People & Culture, Customer Success, Supply Chain, and IT. Served as a change leader and facilitator of business performance transformations. Developed and controlled operational budgets, systems and processes, and implemented goals, policies, priorities, and procedures. • Strategically restructured people operations through HR planning and change management, which resulted in positive revenue per employee contribution from $500K to $1M per head • Stood up the leadership team and the organization with a new operating system for better performance management and employee engagement, which resulted in an eNPS increase from 35 to 52 • Restructured the benefits and compensation strategy to reflect competitive total rewards packages, including base pay transparency, benchmarking, updated R&Rs, KPIs, and nontraditional benefits which resulted in a 100% retention over twelve months • Directed all operational learning and development training for proper succession planning, performance management, and onboarding, resulting in manager satisfaction of greater than 90%

Planned and oversaw HR strategic planning, performance management, and operational and administrative programs, and projects. Established and implemented short- and long-range organizational goals, objectives, strategic plans, policies, and operating procedures. Monitored and evaluated programmatic and operational effectiveness and effect change management. • Organized and executed annual planning sessions with learning and development, budget planning, objectives setting with KPIs, and workforce planning and analytics resulting in a 2022 strategic roadmap

Managed all manufacturing purchase orders, production schedules, and communication with external suppliers. Scheduled inbound freight logistics from manufacturer to 3PL. Collaborated with Finance department to ensure operational KPI controls were met.

Planned, organized, and evaluated projects according to schedule and specifications. Monitored work progress against the allotted budget. Monitored variances in material and labor in coordination with ownership so that maximum profits were gained. Ensured all cost and production targets were achieved by adhering to health and safety regulations.

Remotely managed the ELS business operations of the International Year 1 Program on St. Paul, MN campus with full ownership of the program’s budget and P&L and talent acquisition and recruitment. • Developed and launched the ELS city center onshore IY1 joint sales and operational strategy with unique selling points, pipeline processes, and requirements for international student recruitment• Implemented a lean startup through strategic HR planning and recruitment resulting in a 50% reduction in budgeted administrative costs• Launched operations of the new business segment with 100% customer satisfaction and retention through effective performance management, and learning and development

Managed the business operations of the ELS San Diego center with full ownership of the center’s budget and P&L, HR planning, conflict resolution, talent acquisition, and recruitment. Managed, lead, and developed administrative and teaching staff with an emphasis on exceptional customer service through counseling, accommodations, special programs, facility upkeep, travel, diversity and inclusion and tourism. Planned and executed local recruitment and sales strategies. • Financially stabilized center business operations through change management by reducing administrative costs while facing a 22% decrease in enrollments due to COVID-19 • Increased enrollments by 94% over the prior year while decreasing operating costs by 41% through workforce planning and analytics• Turned around center from 13 months of losses to profits hitting a 32% EBITA and managed a $1.5M budget through strategic performance management, and learning and development

Managed 11 ELS centers across five states with complete operational oversight. Remotely lead and developed Center Directors through performance management, and learning and development. Launched a new Pathway business segment with three partner universities. • Served as crisis management leader ensuring the safety of all staff and students during the California wildfires in 2019 which temporarily closed 5 of the 7 ELS California campuses• Drove cost savings initiative resulting in $450K savings in teacher costs and increased EBITA margins across the region by 3% in 5 months through workforce planning and analytics• Strategically planned and executed operational change, resulting in $400K of positive financial gains in the first six months with $27M in annual revenue through change management and strategic HR planning

Managed the business operations of the Embassy English San Diego center with full ownership of the center’s budget and P&L HR planning, conflict resolution, talent acquisition, and recruitment. Managed, led, and developed administrative and teaching staff with an emphasis on exceptional customer service through counseling, accommodations, facility upkeep, travel, diversity and inclusion, and tourism. • Developed and implemented a local sales strategy resulting in $220K of additional revenue in the first 7 months• Negotiated month-to-month lease for offsite center location and saved $160K over 8 months• Received the Global People Recognition Award by executing a crisis management playbook to set up an offsite center in 48 hours due to an emergency asbestos abatement

Managed academic staff across the USA and Canada, and was a member of the Global Academic Leadership Team. Ensured compliance with accrediting body ACCET. Conference organizer for learning and development at the annual Academic Leadership Summit, and Regional Teacher Conferences.• Recovered $45K in textbook costs from a mistake in publisher invoicing• Implemented materials cost savings strategy resulting in a savings of $200K annually• Developed KPIs and R&Rs for all academic personnel in North America and wrote an academic manual for effective succession planning and efficient performance management

Managed an academic staff between 15-25 teachers, Lead Teacher, and Academic Office Intern. Responsible for hiring, training, and onboarding all academic staff. Oversaw the timely, accurate execution of student orientation, testing, scheduling, certificates, and customer feedback. Counseled students and managed student-instructor relations. Managed registration of Cambridge ESOL exam candidates and TOEIC center operations.• Piloted and rolled out new academic course offerings and obtained 100% customer satisfaction• Redesigned teacher onboarding and training program resulting in a more efficient and effective process for new hires • Achieved ACCET reaccreditation with 4 strengths and 0 weaknesses in the academic review• Presenter at multiple Teacher and Academic Manager Conferences both regional and national