• Developed continuous improvement model for 600+ employees to drive improvement across org objectives• Facilitated 3-day workshops nationwide to train Ops Leaders on continuous improvement practices, value of process standardization, and Lean Six Sigma tools; workshops resulted in KPI improvements at each site, 96% participant satisfaction rating, and 266% increase in global process improvement requests• Owned projects to streamline processes and improve knowledge enablement across all 43 sites in North America, leading to $35K inventory cost savings, restored services, improved morale, and increased process compliance

• Accountable for in-person customer experiences in Chicago and Minneapolis, supporting 2.3k customers/month across 3 business lines• Exceeded targets for customer satisfaction rate, NPS, and vehicle service recommendation acceptance rate• Developed 3 new people managers, including coaching on performance management, talent selection/retention, leadership styles, and embodying a “multiplier” mentality• Awarded with PROPEL recognition, Lyft’s Leadership Program for top 5% company talent• Led team of 19 through extreme operational strains by re-prioritizing to increase agility and implementing plans to address root causes of team member burnout• Received org-wide recognition for reducing call-outs by 18%, slowing attrition, and strengthening team job proficiency across Midwest Territory (40 team members)

• Launched and managed Lyft’s fourth Driver Center, bringing together Driver Support and Vehicle Services, by developing strategized customer journey for 76k sqft site and standards that fostered collaboration between service advisors and vehicle technicians • Led team of 12 through pandemic-induced site closure and hasty transition to remote work, while achieving team engagement score of 88% (10% above company average)• Enabled 30 team members’ return to work by implementing plan to reduce indoor volume by 35% via year-round outdoor operations• Conducted continuous improvement through daily scrums, site stand-ups, problem-solving visual management boards, and recognition for team members who championed impactful changes

• Managed 9 team members at 3rd busiest in-person driver support site in North America with ~5.2k visitors/month (multi-shift, 7 days/wk)• Drove improvement across operational metrics and analyzed service data to inform decisions on hiring, training, and processes• Improved Chicago staff utilization and employee experience by developing and implementing cross-training initiative and site rotations for 25 team members

• Increased team NPS by 17 from Q4‘18 to Q2’19 by redefining service expectations for customer support team• Led collaborative cross-market network of 20+ Senior Associates to solve shared challenges• Designed onboarding curriculum to train 24 new hires; evolved into global Associate onboarding• Increased team member engagement through peer mentorship focused on strengths-based development

Influenced peers to uplevel service quality by building strong relationships, being a culture steward, embracing changes, and consistently achieving top performance metrics on team in CSAT, NPS, total tickets, and service time

• Oversaw retail store operations, employee training and management, wholesale growth, community engagement, and local partnerships• Revised product offerings to increase sales through data and customer engagement analysis • Opened new retail store by working with City of Chicago to get business permits and licensing; developed and documented company procedures for expansion• Devised new training for 21 employees that enforced brand message and aligned team with company goals

• Doubled students served and buses operated, tripled number of employees hired, and increased cities serviced• Enhanced service quality through well-defined employee structure, a selective hiring process, highly trained employees, and increased responsiveness to employee and customer feedback

• Developed elementary Spanish curriculum informed by Organic World Language methodological approach• Co-led teacher training workshops and mentored 21 new and returning teachers

• Co-founded, managed, and taught full-immersion Spanish summer camp that fostered academic reinforcement through physical activities and interactive lesson plans

• Managed athlete registration, field trips, communications, and financial records through QuickBooks• Designed company website, advertisements, apparel, and media