It is my honor to build and manage the Venture Start programs that enable innovation and ecosystem community management. I am building the Venture Start platform to guide founders and entrepreneurs through the process of starting and growing business in Arizona. Additionally I am the liaison between the innovation team and marketing, supporting ACA’s brand in all communications and visual assets.

Accomplished Leader, Innovator, Customer Fanatic, Lean Six Sigma Director, & Value Creator. My passion and expertise in continuous improvement and disruptive innovation is responsible for creating and growing new industries, companies, and products that have generated over $157M in new revenue and eliminating $39M in losses from poor quality. With care, I lead teams, roadmaps, lifecycles, and budgets that have grown annual recurring revenue by over $50M. My love for strategy, problem solver, facilitating, and coaching are demonstrated in my strong communication and presentation skills that help align and influence stakeholders. As a researcher, I developed a model for creating perpetual disruptive innovation after studying how top leaders approach and take action for innovation.

Me and my team drive continuous improvement by defining and owning all phases of the process and product life cycle from ideation to implementation, partnering cross-functionally to revolutionize the car buying experience by improving our enterprise processes and systems in our retail dealerships. I lead the identification and valuation of opportunities and problems, determining root causes, identifying gaps and countermeasures, and lead the implementation of process and product solutions that drive strategic initiatives at our retail locations, ensuring the strategy and roadmaps align with the organization's goals.

Leading the largest change initiatives for customer service while maintaining the high Chewy bar on customer experience including talent management, continuous improvement, change management, program management, and creating a growth culture. In 2022 and 2033 these changes include developing and implementing a culture of coaching, launching version 2 of our proprietary CRM software, leading the expansion of our chat contact channel to all service teams, creating new functionality for consumer data privacy experiences and compliance, led customer service launch of Google Pay on chewy.com. Planned work for 2024 includes designing and implementing new customer contact experiences and a launching the new customer service loyalty program.

Supporting Amazon's rapid Expansions space as the Talent Excellence Lead, build a program to assess skills and proficiencies necessary for the complex Expansion projects, design trainings and toolkits for employee development, and create a mechanism for a Versatile Expansions workforce. Simultaneously creating a Leadership Development program to enable PM growth through leader support. Quickly created three unique processes for aligning proficiency and capability for flexibility in meeting customer needs. Unified the tools, methodologies, and materials from five teams into a central repository, organized based on specific user experience journeys. Additionally, established a real-time collaboration forum for employee problem-solving/best-practice sharing. Lead trainings and workshops.

Built the mechanism for the intake and execution of data privacy compliance regulations. Reduced compliance tasks by 40-60% by identifying cross country synergies and leveraging existing compliance tools. Coordinated 130 attorneys through compliance activities for GDPR and CCPA.

Developed trainings for diverse groups of Amazon Leaders and Program Managers in mechanism health and continuous improvement via documents, video/distance coaching, group trainings, and executive coaching. Helped leaders enable their team's through clear communication on mechanisms. Obsessive customer focus during the clarification of ambiguous conditions, leading teams in the development and execution of solutions that deliver highest quality customer experiences.

The Center for Workplace Diversity Research (CWDR - "The Centre") serves as a synergistic environment for faculty and students who have an expressed interest or research agenda associated with a variety of topics, issues, and challenges associated with cultural, generational, learning, thinking, and managerial diversity existing in the workforce and in the workplace. The Centre is recognized as a place where students and faculty can find the collegiality and socialization necessary for an advanced community of learning. Research is cultivated and supported in a variety of ways through direct affiliation with the center and its research agenda, such as research contributions as one of the selected Research Fellows, a Grant recipient, or another scholarly contribution.Part of a community of scholars focused on producing new knowledge, creating innovative applied solutions for meeting the challenges of the diverse emerging workforce. Research includes workforce competencies, organizational and emotional intelligence, leadership and management, diversity of the workforce, cross-cultural management, generational cohorts in the workplace, and integrative design, and complexity thinking.http://research.phoenix.edu/research-centers/center-workplace-diversity-research

 Create and lead a system for managing cross-functional teams through the quick resolution of all client issues and changes. The system includes quick identification of the issue (all root causes), defining the functional parameters (client expectations/requirements, legal parameters, system limitations, impact, etc.), and driving comprehensive resolutions Built a Development Program for managers and leaders to help the Senior Leadership Team understand and implement continuous improvement and culture and practices using short knowledge sessions, coaching, and video series. The program focused on strategic thinking, relationship building, and optimal operations with leaders in the field and senior executives at headquarters.  Consultant for executive leadership surrounding value quantification, risk reduction, strategic analysis, organizational change management, voice of the customer, strategy development, employee hiring/development and project management Evangelize quality methodologies (Six Sigma & Lean) throughout all departments & lead the organization in the development of continuous improvement capabilities Implement a best-in-class communication/reporting system for centralizing organizational knowledge & resultsHighlights: Completed > 50 intervention projects resulting in retention of ~$200MM in annual revenue and the elimination of > $50MM in operational and/or legal risk  Developed new product pilot processes & procedures based on new technology & end-user specifications for optimal performance at launch with no/minimal rework

 Established two client excellence teams focused on flawless delivery of new program implementation & customer experience Developed repeatable processes for shortening the client on-boarding with greater articulation and dissemination of requirements (RFP, contract, legal/legislative).Highlights: Reduced time to revenue and improved delivery time consistency across projects. Reduction by asset type: fixed reduced by 50 days (150%), movable reduced by 115 days (309%) for > $1MM in additional revenue above AOP

An Alumni Mentor is a graduate of University of Phoenix’s bachelor, master or doctoral programs, who volunteers to share their time in support of a fellow alumni – or current student’s – pursuit of professional goals.An Alumni Mentor shares their career experiences as a reference point in order to help guide their mentee towards the achievement of their goals. Mentors provide guidance on challenges that the mentee may be facing with career advancement.

The Great Discovery is the answer to the questions "how do I make Six Sigma part of my entire organization?" and "Isn't Six Sigma too complicated for me?".Training the methods and systems of Six Sigma Generation 4 / The Great Discovery, including quantified goal-setting, process mapping, force analysis, and improvement. Whether mentoring individuals or large groups the results cultivate the Six Sigma Way of Thinking, the ultimate tool for improvement and value creation.

 Create and manage to the Strategic Operating Plan and Budget. Partner with the Amazing Lash Studio Franchising senior management team to implement, and manage the annual budget, quarterly projections, and monthly forecasts.  Create and execute the agreed upon strategies of the company and then oversee the operational management of the organization.  Design and apply processes & tools to ensure the optimal operation of the Amazing Lash Studio’s manufacturing & distribution supply chain.Highlights: Increase order processing efficiency by 400% through process and resource improvement. Result has been revenue realization 4 days faster and revenue AND profit growth due to increased capacity using existing resources.  Reduced shipping/transportation expenses by 57% Developed product QC procedures based on manufacturer and end-user specifications for the reduction of lost revenue

 Lead a project for new service; designed the process and quantified resources necessary. Expected annual rev +$3MM  Updated process repository to include all functions and a larger volume of process maps Standardize and mapped over 30 processes from high organization level swim-lanes to detail focused task maps Consulted for expertise of Six Sigma curriculum, rewrote the certification exam and adjusted several sections of textHighlights: Designed new product for market. Expected $1MM from existing clients and $3MM in new business won

Create, develop, and implement a sustainable process improvement model and culture across Heartland Mortgage including improved productivity, cost control, risk mitigation, and the overall customer experience.

- Co-creator, developed and managed systems and processes resulting in +$105 million in revenue at 30%+ profit margin.- Served as the voice-of-the-customer during custom software development, marketing strategy sessions, marketing, process improvement, and vendor selection.- Mapped over 25 processes for business function, improvement, PCI compliance, and audit requirements. - Source new products and suppliers based on customer demands (VOC) and trends of the wellness industry.- Product management (forecasting, purchasing, supply chain, logistics, & negotiation) for 3,600 products.- Coordinate company's strategic relationship with 100+ suppliers, and manage 300+ people. - Regularly negotiated contracts and programs for product/service discounts and exclusive offerings to differentiate us from the competition. - Maintained level shipping expense year-over-year with 20%+ growth in orders placed. - Manage over $1,000,000 in inventory at multiple warehouses across the U.S.- Wrote over 1,200 purchase orders each month.- Contributed to marketing plans and graphics for digital & print advertisements and trade show/conference exhibits.- Coordinated team of 40 at tradeshows including a 1,700 sqft area, displaying hundreds of products across eight large retail units featuring digital signage, and multiple vendor exhibits. The four day event generated over $160,000 from the 2,000 attendees.- Directly serve most valuable customers when placing high-value orders.- Approve 1,200 A/P invoices each month.

• Conducted customer experience survey and analyzed the data surrounding vendor and product performance at extreme use volume that reduced DPMO by 98% from 660,000 to 9,900.• Reporting to the CEO, reviewed, analyzed, and made informed decisions about new services for Massage Envy including SPA and aroma therapy. • Built an innovative E-commerce company (Massage Elements) from scratch including the development of custom third-party software functionality that provided custom product availability and pricing based on assigned customer group. Managed the complete Product lifecycle. • Promoted from Assistant Manager at the first franchise to Manager at the tenth, to Assistant Director of Training at the Corporate Office within my first year to support rapid company growth. Promoted to Chief of Staff one year later for my Lean Six Sigma expertise. • Directly led and managed a team of three and led an organization of 60.

- Co-authored and maintained the Massage Envy Franchise Operations Manual from 2003-2005.- Performed action research through regular communication with the franchise community to learn best practices, than developed scalable system for deployment throughout the entire community.- Trained groups of 6 to 25 people ranging in age from 16 to 65 in sales, operations, I.T., recruiting, employee relations, and H.R. Personally trained 27 newly opened Massage Envy clinics)- Performed advanced tactics training for regional trainers and multi-unit franchise owners. - Exceed 33% sales closing percentage over three years- Was the 8th employee to join the Massage Envy Corporate after my sales and operational success as the Assistant Manager of clinic #0001, and as the Manager of clinic #0008.