Senior Manager; Managed Vendor operations, Major online video content providerClient focused:•Responsible for video content focused org •Work directly with client stakeholders to implement, improve and maintain SLA’s, coverage necessities, growth and retention of TVC workforce•Incubation•Determining KPI’s, tracking performance, reporting•Identifying team members ready for larger scope of responsibility•Mentoring leadership team to be engaged, self sufficient and proactiveStable operations•Directly Leading operation managers to provide best client relationship through:•Tracking of KPI’s through metrics collection•Identifying scaling and resource needs vs budget•Hiring and training of new talent and growth of existing talent•Maintain continuity of client business while facilitating relocation of ~50% of TVC staff with negligible attritionMutually Beneficial milestones:•Identified and filled team specific leadership needs•Promoted from within team members with expertise in their teams focused areas and management skills and drive•Hired externally expert in field for legal based workflow management•Allowed expanded coverage, volume, and efficiency, allowed client to focus on their business and not day to day operational needs•Hired externally expert in field to grow and streamline Workplace Wellness offerings, promoting agent engagement and satisfaction•Re-badge teams from multiple temp suppliers to MSP vendor model to retain talent and continue retaining expertise of existing team members, while taking over people and performance management to free up client client bandwidth.Business development:•Identify and foster headcount and new team growth opportunities•Grew org 4x in headcount and revenue in 18 months•Hiring of Workplace Wellness expert created new opportunities in other orgs to engage with the agents and promote job satisfaction

•Work directly with client stakeholders to implement, improve and maintain SLA’s, coverage necessities, growth and retention of TVC workforce•Directly manage daily operations of 2-4 teams, recording and reporting metrics to client on weekly and monthly cadence•Identify variances in metrics and determine cause and fix, report findings as necessary to client•Facilitate migration of individual workflows to India based partners, via training resources and knowledge sharing on behalf of client•Lead multiple teams through operations to meet and exceed expectations of the stakeholders across multiple products.• Work with Team Leads to address team specific opportunities and struggles to further improve deliverables, throughput, quality and efficiency.

Work directly with client stakeholders to implement, improve and maintain SLA’s, coverage necessities, growth and retention of TVC workforceDirectly manage daily operations of 2-4 teams, recording and reporting metrics to client on weekly and monthly cadenceSuccessfully migrate two stable teams to new department to expand the scope of each

Make Google Play Kid Safe!Hire, train and performance manage brand new team from incubation to stable operationsProvide constant feedback to client stakeholders and policy makers to refine and improve policy as well as review operations

Manage small, specialized team to address quality and processing one off’s for Google Books projectAddress and rectify quality issues of scanned books using specialized work aroundsCollect and process in bulk, partner provided assets to facilitate ingestion to Google Books or Play Books platformsIngest, test and report as Epub format was being defined and implemented in Play BooksUtilize basic SQL and command line skills to research and determine how to fix the one off quality issues

Manage small, specialized team to address quality and processing one off’s for Google Books projectAddress and rectify quality issues of scanned books using specialized work aroundsCollect and process in bulk, partner provided assets to facilitate ingestion to Google Books or Play Books platformsIngest, test and report as Epub format was being defined and implemented in Play BooksUtilize basic SQL and command line skills to research and determine how to fix the one off quality issues

• Address content quality issues for Google eBooks problem reports using a combination of proprietary and industry standard design tools.• Touch up, edit and prepare incoming files for inclusion into eBooks program.• Automation of tasks using linux command line functions.• Manage ticket queue, provide input on new tools for standardizing editing of content, and various other tasks• Supervise a team of operators through training on proprietary tools, delegation of tasks as necessary, maintain effectiveness of team

Various contract work in print media design, production, photography and whatever else comes down the pipe!

• Designed wide range of promotional products for clients need, from existing materials and standard items.• Designed customized solutions when clients needs were not fully met by existing product choices• Use Photoshop and Illustrator to prepare logos for production, and to provide virtual proofs to clients before orders were submitted • Worked within branding guidelines of major corporations to ensure correct and effective branding of promotional products.• Worked with Production Manager, Owner and Product Designer to create new standard products and evolve current product line.

• Responsible for ALL printed sales collateral, including mailers, newspaper, product sheets, catalogs, etc..• Executed all print and web advertising projects from conceptualization through final delivery• Directed and/or photographed, and processed all new images of product for advertising use.• Work closely with print vendors on projects, ensuring timely and correct results• Work with Marketing Director on all marketing efforts, to effectively execute projects with positive results• Continually updated website and online store front

Bachelors of Arts Degree in Graphic Design.Finished Coursework in 8 months by taking double the normal course load for 4 of 6 terms, including independent studies courses overseen by a senior instructor.

• Created print ads for marketing department to be used in regional specific publications• Updated “Hangtag” program to create cohesive appearance across entire apparel offering• Worked with fashion designers to create original art to be used on select garments

Course work to acheive Associate of Science, Graphic Design

Ran back room, including shipping receiving, ordering, and sourcing of products. Supplied on site shop with necessary parts for repairs. Managed all incoming internet orders, from receipt of order through shipping of order to customer, and any service needed there after.

Oversaw daily store operations at base store, as well as assisting in daily operations as needed in all stores in the Bay Area District, ranging from Capitola to Berkeley. Opened new Stores in Capitola Mall and New Park Mall. Merchandising, store staffing, and scheduling as well as customer service and conflict resolution.