▶ KEY VALUE OFFERING: With a proven track record of offering longstanding solutions in customer success, operations, and process improvements, I bring an entrepreneurial spirit to surpass company objectives. Leading by example, I mentor and develop teams to perform beyond expectations, and create a winning environment where everyone can thrive. I execute short- and long-term modeling and process frameworks to accelerate a cost-efficient operations strategy and infrastructure built from the ground up. ▶ CUSTOMER EXPERIENCE: I believe the core of an organization is its people and the people they serve. With this in mind, I developed a robust training and development model for employees across North America. Integrated into the course material are the fundamentals to deliver solid employee and owner experience and advance performance in operations, root cause analysis, security, and process implementation.▶ CLEAR SOLUTIONS TO COMPLEX PROBLEMS: Tackling challenges is part of my DNA. With a reputation for developing solutions with integrity, I apply analytics to resolve longstanding problems by combining analytical mindset with hands-on, decisive leadership style in design of new processes. ● Delivered $5.4M in revenue by securing RFP to have employees hired and managed internally, bypassing expensive third-party vendor. ▶ CUSTOMER-FOCUSED OPERATIONS: I inject a track record of success in operations and high-volume facilities management at Citi (Cushman and Wakefield) where I have streamlined operational processes, cut costs, and infused innovative, workplace technologies into existing business models to drive profitability and efficiency.● Surpassed target KPIs for 4 consecutive quarters by streamlining processes and introducing additional control points. Established service-level agreements for Citi Works program. ▶ PROJECT MANAGEMENT: As a natural multitasker and progressive project leader, I have applied multifaceted experiences where I have integrated a 360-lens on quality from staff hiring/training and operations to inventory management and logistics. ▶ LEADERSHIP STYLE:“Customer Service shouldn’t be a department; it should be the entire company.” —Tony HsiehWith a “people first” mindset and an approachable leadership style, I foster a collaborative, team-oriented work culture that serves both the customer and employee. As an architect of change working towards continual process improvement, I optimize strategic operations with a focus on ROI, cost savings, and business modeling.