· Chapter Management & Expansion: Managing & supporting 45 non-profit chapters, expanding organizational reach across North America & fostering a robust community with over 18,000 members.· Onboarding & Compliance: Led the vetting & onboarding of new chapters, ensuring compliance through meticulous training & the filing of all necessary documents with state & IRS authorities.· Leadership Development: Provided hands-on training, leadership, & oversight in chapter & committee work, collaborating directly with National leaders, local leaders, sponsor partners, members, & volunteers.· Event Planning, Coordination & Execution: Developed, organized, & executed agendas & programs for monthly leadership calls, bi-annual leadership training events & bi-annual National Conventions.· Data-Driven Strategy: Organized, evaluated, & reported on membership & chapter growth data, contributing to the structuring of effective marketing strategies for sustained growth.· Evaluation System Implementation: Spearheaded the implementation of an evaluation system for every chapter, prioritizing support & developing resources based on individual needs.· Membership Recruitment & Retention: Integrated best practices & streamlined communications to consistently increase membership recruitment & retention year-over-year.· Compliance & Issue Resolution: Ensured 100% annual chapter compliance, working closely with chapter & national leaders to address issues, determine escalations, & facilitate resolutions.· Bylaws Expertise: Collaborated with Parliamentary to interpret bylaws & policy manuals, ensuring the legitimacy of board of director, committee, & task force operations.

- Quickly adapting to the evolution of procedures and processes that comes with working at a fast‐paced and vastly growing company- Confident member of the Escalation Support team, running queries when needed in our investigations and delegating responsibilities appropriately throughout the team- Responsible for developing, supporting, and performance managing of 13 agents in Social Media support leading to one promotion and two agents being selected for HQ COE- Spearheading a live, centralized document with all available information on promotions, incentives, updates, outages etc to keep SORT informed as a cohort, allowing agents to support our users quicker and with more confidence- Delegating tasks in order to efficiently handle high queue levels, during peak hours for the variety of global markets, while prioritizing sensitive and business‐critical concerns- Providing optimistic leadership to my team on the floor, in team huddles, and weekly one‐on‐one meetings, resulting in positive and healthy morale, increasing synergetic efforts in keeping queue levels to a minimum- Lending knowledge as a subject matter expert to on‐the‐floor operational initiatives, directly contributing to process and policy changes- Maintaining and organizing case/project management to ensure each issue gets the attention it needs based on its urgency- Reporting queue maintenance, trends, and outages with peers, upper management, and stakeholders through daily analytics with the goal of identifying and resolving cohort pain points- Effectively communicating across all lines of business to make sure the proper resolutions are met, while protecting privacy, confidentiality and company policy- Eager to work with agents in providing best possible support experiences through to resolution, while identifying process improvements

- Ensured all staff were knowledgeable and practiced Social Rehabilitation principles to best support our clients who are challenged with serious mental health issues and substance abuse, in this 24/7 therapeutic residential program- Responded to program emergencies in a professional and urgent manner, paying careful attention to client needs, agency policies, safety and regulatory requirements- Served as a positive role model to counselors and clients to promote healthy interactions in an intentional, safe environment- Responsible as on-call support to the program 24/7 to ensure leadership was available to all staff and client issues- Supervised the development of staff schedules, including arrangements for paid time off and fill-in coverage- Facilitated weekly staff meetings to coordinate client treatment plans and delegated case management duties- Implemented and supervised all documentation and interactions were in line with Medi-Cal and licensing policies- Assessed and coordinated new client intakes by visiting, evaluating, and arranging with hospital, jail and outpatient case managers to collaborate a plan for treatment- Assisted clients in their orientation to Progress Foundation as well as engaged and interacted with the clients as much as possible throughout the day- Highly experienced in the intake process, treatment planning and anticipating the needs of the clients, specifically regarding goals, coping skills and alternatives to substance abuse or dependence- Carefully monitored and documented client medications as well as supported clients in medication management- Reinforced and motivated clients with their daily chores, responsibilities and activities of healthy living- Provided creative group and individual counseling sessions focusing on independent living skills - Responded to psychiatric and medical emergency situations at this 24/7 residential facility

- Assisted with the opening of a new restaurant by organizing the company’s policies, permits and restaurant operation- Organized all of the restaurant’s finances and budget with QuickBooks, Excel and Aloha Point of Sale programs

- Answering multi-line phone system, taking reservations and providing guests with all restaurant information- Proofreading and printing menu

(minus 2005 - 2006 when I was studying in Beijing, China)- Assisted with all customer requests, reservations and credit card or billing inquiries in a professional and urgent matter- Authorized to perform vault-related activities such as cash bank and cash register set up, tips reconciliation, bank deposit runs and payroll distribution- Data entry of daily and weekly sales reports into Quickbooks- Contributed directly to the success of a growing business by training new employees for host, reservationist and administrative assistant positions- Processed and distributed all donations to schools and non-profit organizations- Dedicated administrative assistant to executive chefs, owners, managers and administrators - Managed administrative functions such as multi-line phone reception with a professional phone presence, created and maintained an accurate filing system, processed invoices, ordered supplies and performed data entry- Ensured malfunctioning equipment was quickly repaired or replaced by coordinating visits from multiple vendors