Helping people amplify professional success and personal happiness

Building AI-based customer service solutions

Helping the team deliver exceptional Customer and Professional experience to G-P's clients globally.

Rapidly scaled the People Ops, Tech & Compliance team from 10 to 45 in <6 months.Documented, optimized and operationalized complex compensation, benefits and L&D COE-activities allowing for faster, better, more effective and efficient delivery of services to employees by HR operations teams.Designed and implemented new COE/Ops operations and governance model.Developed HR Tech stack and 12/24/36 month roadmap (covering 75+ HR systems). Designed and tested new self-serve, chat bot and automation tech across teams.Delivered 2x cost & efficiency (people and tech), while improving employee satisfaction.Direct report to Chief People Officer.

Developed and implemented mobility & remote work policies (eg, immigration, relocation, COVID, hybrid-work). Advised senior business leaders on mobility and remote-work approach and policies (across 10+ business units, operating in 50+ countries).Transformed HR service delivery (from COE-driven silos - generalist/specialist/advisor model) that delivered better quality advice to senior business leaders, and fast, reliable answers to common HR questions. Drove 10%+ YoY ROI.Led Google’s People Operations (HR) shared services operations, across all markets, worldwide. Grew the team from <100 to 250+.Provided extraordinary service (90%+ employee satisfaction) to Googlers and Candidates throughout the employee lifecycle. Managed a $650MM+ budget, and oversaw global HR tech systems. Grew employee support from 50k Googlers to 150k Googlers.Founded and scaled (0 to 20 employees) the global team responsible for HR vendor management ($500MM+ spend).

Developed & implemented a tech stack and sales/service model to serve Amex's ultra-premium card members driving improved service, increased sales and stronger loyalty. Led a team of 500+ to provide enabling functions (including recruiting, training, workforce management, process improvement) to a network of 15,000+ frontline agents globally.

Senior Amex executive in Malaysia responsible for leading the Global Servicing Center in Kuala Lumpur, and for heading the Amex Malaysia legal entity. Responsible for growing the site from 500 to 1,500+ employees servicing 15+ markets. Reduced employee attrition by 20%+, improved Net Promoter Scores by 15-25% across various markets.

Responsible for customer service & operations across Amex's customer base in Hong Kong, Singapore, Taiwan, Thailand and India. Grew the team from 100+ team members to 350+ team members. Drove 10%+ YoY reduction in operating expenses, 10-25%+ improvement in Net Promoter Score, reduced customer and employee attrition. Member of the regional executive leadership team.

Served as interim leader of the UK-based office of Amex's internal consulting group.

Leadership team member of Amex's internal consulting group (SPG). SPG reports directly into the Chairman and CEO, and works across all of Amex's business units (globally) to drive key strategic initiatives. Was responsible for leading numerous strategy & implementation projects across all of Amex's business units, in various countries in US, Europe and Asia Pacific.

Director, Strategic Planning

Associate, Business Strategy