Responsible for the development of organizational systems, structures, and process solutions - spanning across Marketing, Sales, Production, Tech, and HR - to drive team effectiveness and growth. Formulated and launched company-wide procedures, tools, trainings, and programs to evolve business practices and deliver leading client service and content solutions.Operational Scope: business intelligence, strategic planning, capacity planning, knowledge management, production management, performance management, customer journey experience, AI, product innovation, project management, leadership development, team development, org design, job design, KPIs, SOPs.

Responsible for the marketing agency’s client operations and growth, including design of structures, systems, methodologies, account management and talent practices. Working closely with the CEO, defined strategic initiatives for business growth, AI and product development, enabling the global marketing team to scale effectively and optimize performance marketing strategies for client success.

Created Change Management programs for innovation of products and services. Contributions included risk and readiness assessments, research designs, PM, process restructure, operating models and tools, digital transformation, stakeholder analysis, communication, engagement and deployment strategies._________________CLIENT PROJECTSCustomer Experience Analyst (06/2019 - 08/2020)• Clients: REI, PIER 1, BEVMO, SKYWIDE LOGIC, STRETCH SYNERGY, QODE SPACE• Partnered with senior leaders to assess CX performance and provide strategies for advancementOperational Change Management Consultant@ UNIVERSITY OF SOUTHERN CALIFORNIA (05/2018 - 03/2019)• Reporting to the CTO unit, led new workplace technology programs to transform Document Management Systems across all 23 schools. Delivered stakeholder alignment and full-scope Prosci Change Management plan, process innovations and savings, with full user adoption.Service Development Consultant@ WESTERN INTERNATIONAL BUSINESS DEVELOPMENT CENTER (01 - 03/2018)• WIBDC is a startup, providing Commercial Law Counsel services to international investors of economic development in U.S. Created client and process workflows to meet market demand in new territories.Talent Management Consultant@ UNIFI SOFTWARE (07 - 10/2016)• UNIFI is a tech startup, building big data analytics software that bridges data cross enterprise. Developed a successful recruitment strategy for the firm's growth and SaaS development objectives.Innovation Consultant (01/2014 - 05/2016)Partnered with C-suite executives through Pepperdine University to provide business analyses, models and workshops on strategic innovations:- Transorganizational development & alliances @ CHINA'S ASSOCIATION OF NGOs | China- Cross-functional customer engagement @ PRODIGIOUS BRAND LOGISTICS | Costa Rica- Rebranding strategy to increase market share @ MISSLER SOFTWARE | France- Talent management in business growth @ NORTHWESTERN MUTUAL | Southern CA

Reporting to the IT unit, defined the ERP implementation and user adoption programs for a new Oracle HR SaaS across all 23 CA state universities, involving 50,000+ users. Led change impact analysis, leveraging stakeholder insights for enterprise governance and process restructures. Created roadmaps, communication programs, and user experience design across 6 software modules.

Led and mentored a team in client relationship management of online advertising enterprise accounts. Top escalations point-person for all corporate clients, vendors, and cross-teams. Built the first Performance Excellence and Analysis System and streamlined workflows, boosting client loyalty and satisfaction.

ATW was a startup in world-wide transportation services of motor vehicles, B2B & D2C. Scaled supply chain operations to new markets in Europe and Asia, establishing distribution channel, client journey, promotional programs and processes for a global customer service team.

Client Accounts: 20th CENTURY FOX & UNIVERSAL PICTURESProject managed DVD / Blu-ray localization for U.S., Canada, South America, Europe, Asia, and Australia markets, including resource operations, client management, production process design, in collaboration with global partners, cross-functional teams, vendors, and creatives.