Co13 is a management consultancy providing operational support and services, including everything from front desk administrative duties to fractional COO leadership.

• Directed all daily sales, client relationship management, project management, operations, and human resources activities for TrasK House, a high-end, boutique Creative Design Firm known for executing massive, highly-visible events and projects worldwide.• Spearheaded the conceptualization and definition of roles across the organization, building an intuitive business and operational infrastructure that increased productivity decreased overhead costs and headcount through effective resource allocation. • Established business and creative departments as their own respective units, maintaining streamlined communication and collaboration between the two in order to align objectives, execute cohesive strategy, and better achieve company goals. • Guided, coached, and mentored cross-functional and diverse teams across the business, ensuring all projects were completed within scope, on time, and under budget. • Piloted the development and integration of process and operational efficiencies, creating new capabilities and enabling the company to accept more projects. • Pioneered an innovative, transparent calendaring and quoting process that successfully increased margins and client satisfaction while simultaneously decreasing the length of time between initial contact and contract signing. • Championed all contract negotiations with clients, building robust and mutually beneficial partnerships to catalyze both short- and long-term growth.

• Guided and supported BandLab Americas’ U.S. efforts, transferring from Singapore to Los Angeles. • Led the development and establishment of the Well Played Gear store in Sherman Oaks, CA, the first physical retail storefront and artist lounge dedicated to showcasing and selling BandLab Technologies’ brands and products in the United States. • Built a thriving network of artists and influencers with highly effective prospecting, pitching, and personal relationship management skills, engaging with a broad audience as Brand Ambassador. • Delivered brand education to target audiences, prospective clients, and current partners to encourage them to engage deeper with the BLT ecosystem. • Liaised closely with the Sales Team as U.S. Key Account Support, aligning sales and community strategies to implement cohesive and impactful campaigns that drove business growth and partnership development.

• Governed all aspects of Community (both internal and external) for BandLab Technologies’ global collective of music brands (AudioStretch, BandLab, BandLab Machines, Cakewalk, Harmony Guitars, Heritage Guitars, MONO, Swee Lee, and Teisco), including Customer Success, Customer Experience, Online Sales, Customer Support, Technical Support, Artist Relations, and internal Vibe and Culture.• Headed the integration of AudioStretch, Cakewalk, Chew.tv, Harmony Guitars, Heritage Guitars, and Teisco staff, customers, and communities into the BandLab Technologies ecosystem during and after acquisition.• Managed tradeshow experiences, supervised the booth team, programmed artist performances and appearances, and acted as the face of the brand demoing products across the BandLab Technologies portfolio for media outlets, publications, and attendees. • Presided over online sales, building a multinational sales team that increased customer engagement, basket size, and topline revenue month over month.• Coordinated across departments to improve the Swee Lee online customer shopping experience, including product taxonomy and add-ons, next-day delivery, and multichannel sales support for online and in-store purchases. • Architected and managed an employee benefit program that provided discounts and access to contests and opportunities across company units, successfully strengthening morale and employee loyalty to both the company and its products.

• Trail-blazed all growth, user experience, user engagement, community development, community management, customer service, and technical support during the early and fast-paced startup phase for BandLab, a social music platform enabling millions of creators around the world to make music and share the creative process with other musicians and fans.• Oversaw community growth from 10K to 5MM users, joining BandLab shortly after the app was made available to the public. • Migrated MONO into the BandLab Technologies ecosystem during and after acquisition.• Managed all aspects of the MONO warranty program. • Ideated and managed an integrated community support and engagement program which communicated BandLab user feedback across all departments, enabling the company to address bugs and improve the user experience. • Nurtured internal culture by designing and facilitating programs to build a cohesive international BandLab employee community, encompassing: employee engagement, recruiting, onboarding, mentoring, annual reviews, conflict resolution, cross-team collaboration, and termination.

• Created systems and resources to help drive incremental revenue, maintain exceptional customer service and engagement, and protect the online reputation of the Guitar Center brand.• Monitored and analyzed sales metrics in more than 264 stores and designed contests and incentives to help individual departments improve overall performance.• Successfully communicated initiatives across a company of 11K people to ensure adoption and engagement. • Established employee goals and continuously evaluated store activities, programs, and functions.

• Supervised Guitar Center’s Pro Coverage department and product, successfully increasing sales, unit profitability, and attachment rate, making it one of Guitar Center’s most profitable business units by generating over $50MM of profit annually.• Constructed highly effective customer support systems that ensured 100% follow-through, enabling cross-departmental communication of customer experiences and creating a customer feedback database.• Partnered with senior management at each store location and trained an elite team of 12 professionals at two Contact Centers to properly handle escalated customer complaints resulting in increased Net Promoter Scores (NPS) companywide.

• Championed Customer Service standards, communications, and processes throughout all retail and online locations.• Orchestrated the CSAT Program, a customer outreach program, ticketing system, and website which elicited, tracked, analyzed, and enabled the sharing of customer service feedback and metrics with all teams and store locations.

• Directed all aspects of the GAIN Program, an internal employee engagement and benefits program that provided discounts, benefits and opportunities through strategic partnerships with music industry vendors to help employee musicians pursue their dreams while working for Guitar Center. • Launched and managed the Reputation Management Program, fortifying Guitar Centers’ brand and online presence by identifying disgruntled customers, garnering feedback, and personally responding and working with each customer to resolve any conflict, repair the relationship and encourage future business.

• Sales Managed the Hollywood, Sherman Oaks, and Pasadena locations between April 2005 and July 2007.

• Top sales associate at Guitar Center, Hollywood specializing in Acoustic Guitar sales.