Monica Lee, Ma Email & Phone Number

Los Angeles, California, United States

• Consult Fortune 500 companies on building actionable and data driven business strategies based on business goals, research, best practices, and insights.• Design, develop, launch, and evaluate Customer Experience (CX), Voice of the Employee (VoE), and Digital programs for B2B and B2C organizations across multiple industry verticals.• Lead complex cross-team studies to answer targeted business questions and identify effective strategies for achieving business goals.• Conduct and present business reviews, including quantitative and qualitative analyses of multichannel data and feedback to highlight trends, key areas of focus, and opportunities for driving impactful growth and improvement.• Lead implementations and servicing of Operational Customer Experience Management programs using SaaS CX platforms with on/offshore teams.• Manage projects, including developing contracts/proposals, budgets, work plans, resourcing, design guidelines, specifications, training materials, etc.• Mentor project coordinators.• As a Certified Medallia Product Trainer -- Train internal technical staff to design, implement, and manage successful CX/VOE/Digital programs, and gain Medallia Product Certification.• As a Certified Medallia Client Self Service Trainer -- Enable client teams to build and develop their CX/VOE/Digital programs in-house.

Los Angeles, California, United States

• Consult Fortune 500 companies on building actionable and data driven business strategies based on business goals, research, best practices, and insights.• Lead implementations and servicing of Operational Customer Experience Management programs using SaaS CX platforms with on/offshore teams.• Manage projects, including developing contracts/proposals, budgets, work plans, resourcing, design guidelines, specifications, training materials, etc.• Medallia Certified Product Trainer - Train internal technical staff to design, implement, and manage successful CX programs, and gain Medallia Product Certification.• Medallia Certified Client Self Service Trainer - Enable client teams to build and develop their CX/VOE/Digital programs in-house.

Greater Los Angeles Area

• Provided lead Solutions consultation, support, and configurations for client CX, EX, and Digital programs• Scoped, planned, and managed tasks for offshore teams• As a Certified Medallia Product Trainer: Trained team members to design, implement, and manage successful CX programs and gain Medallia Product Certification

Greater Los Angeles Area

• Implemented and supported projects for leading global companies in retail, hospitality, B2B, and other industries• Used CEM platforms to program surveys and design online reporting interfaces to collect actionable customer feedback and make it available for analysis in real-time.• Nominated for "Rookie of the Year" award

• Research, evaluate, implement, and manage technological solutions to grow and support the organization’s business processes and member services – i.e. data analysis, website management, Learning Management Systems (LMS), online forms, file sharing, document management, and membership database systems• Manage and oversee all media and technological processes for events – including a robust live stream production (100,000+ unique viewers), arena broadcasting, judging tabulation, website management, and extensive social media campaigns (79% engagement rate)• Work with and across all departments, and report to the board and Executive Director budgets, project reports, and program efficacies

• Analyzed and visualized World Bank data (5,000+ projects), using R, to evaluate priorities and outcomes in the World Bank’s lending history• Co-authored report in R Markdown, and presented PowerPoint presentation on results

• Researched how technological advancements can impact public health outcomes by way of social, psychological, and environmental effects on health behaviors• Performed secondary quantitative analysis in R of the 2016 Behavioral Risk Factor Surveillance System (BRFSS), which had 400,000+ interviews, to examine the relationship between internet use and positive health behaviors• Synthesized results with extant literature to formulate meaningful conclusions and recommendations• Authored article to report on research, analysis, results, and recommendations

Greater Los Angeles Area

• Designed study to understand how first-generation students navigate food options and experience food security/insecurity at UCLA• Collected primary qualitative and quantitative data using interviews and survey methods• Analyzed and synthesized data using Excel• Co-authored report, and presented PowerPoint presentation on results and recommendations

• Researched Information Technology and Security procedures and best practices to identify gaps and vulnerabilities in network structure and applications• Strategized the organization’s technology and security plan: evaluated, proposed, and implemented new technological processes, services, and policies to support and improve staff productivity, while also protecting the integrity, reliability, and availability of the network• Collaborated with vendors and staff to develop tools and services to support company needs and work flows• Reported to the board and Executive Management budgets, proposals, and results

• Developed and executed effective and unique branded entertainment marketing strategies for Fortune 500 companies• Conceptualized and facilitated marketing campaigns, including but not limited to partnership programs, events, and social media campaigns• Researched and analyzed data for entertainment equities, brand marketing campaigns and programs• Reported on initiatives to key stakeholders, including those of competitor brands and comparable equities• (Email for list of clients)

Greater Los Angeles Area

Los Angeles, California, United States

• Utilized a ticketing system to log and assign all support requests• Troubleshoot hardware, software, printer, and network issues on site and over the phone• Maintained an comprehensive inventory of all equipment• Researched and managed various projects, including printer scheme consolidations and equipment upgrade rollouts• Facilitated procurement, disbursement, and installation of computer equipment

Los Angeles, California, United States

• Provided technical support for all faculty and staff within the UCLA School of the Arts and Architecture on site and via phone.• Troubleshoot hardware, software, printer, and network issues.• Dealt with replacement of hardware, installation and configuration of software, working on an inventory of systems within the school, imaging new systems, updating all systems with critical update patches, and setting up network connections.

Los Angeles, California, United States

• Provide technical support for all faculty and staff on site and over the phone• Troubleshoot hardware, software, printer, and network issues• Maintenance and servicing – replace hardware, install and configure software, build an inventory of systems within the school, image new systems, update systems, and set up network connections

Los Angeles, California, United States

• Planned, organized, publicized, and supervised programs to facilitate community development, leadership among residents, academic achievement, and personal growth and development, while adhering to diversity issues in the community.• Prepared budgets and grant proposals for all programs• Reported on the strengths, weaknesses, and effectiveness of the programs to the Program Coordinator and Hall Committee.• Mediated the Dining and Environment meetings

Master Of Social Science, Social Sciences

Bachelor Of Arts - Ba, Musical Theater