Provided strategic guidance to senior leadership, developed analytics for business processes and customer experience initiatives. Oversaw design, buildout, implementation for inaugural flagship clinics. Worked with product/eng teams for consumer app improvement.

Restored SF flagship clinic operations after COVID-19 restrictions endedConverted covid testing space to full service primary care officeCreated and oversaw major renovations, space enhancementsCreated and implemented scalable inventory management systemWrote ADHD triage/diagnosis protocol in collaboration with CMO and physiatrist

Analyze and monitor NPS at company, department, individual levelManage and address patient escalationsReport Px trends and recommend action items to leadership teamReview in-clinic flows for efficiency and ease-of-useMaintain brand and facilities under self-imposed ‘Simple, human, and delightful” mantraWork directly with detractors to identify actionable issues

Managed B2B relationships for on-site services, inc TB testing, Flu vaccines, doctor visits, telemedicine visitsCreated anonymized data to provide health trends and assist with benefits decisionsManaged book of 115 Bay Area businesses during height of flu seasonNotable: GE, Evernote, Zoox, Hims, AtomicLiaise with external HR/People Ops managers to coordinate schedulingTraveled to each site with medical personnel to ensure smooth experienceTroubleshoot patient app and other IT related issuesIdentify front/back end bugs and work with engineering team for resolutionManaged medical billing department, payment reconciliation, coding Graphic design collateral, mass email campaigns

Revolutionized the mortgage industry and created the best way to get a mortgage. -Actively managed and underwrote pipeline of secured, collateralized loans for real estate investment properties, ensured each received review daily while maintaining high loan quality and meeting KPI benchmarks under deadline.- Oversaw and managed internal closing processes of 511 loans on volume of $93 million.- Analyzed asset and borrower documentation to assess credit risk and decision out high-risk filesearly to reduce wasted resources and borrower stress.- Pioneered role of Loan Analyst with team of 5 at FinTech startup, scaled to team of 20- Introduced 'Team of Teams' structure to management to integrate sales and Ops orgs to work moreefficiently together and with customer base while retaining specialized role functions.- Contributed to streamlining of loan origination by partnering with engineering and product teams- Managed creation of new process for 30 year rental product from application to underwrite- Worked with external financial institutions to ensure product meets partner credit policy guidelines- Onboarded new hires, providing technical and procedural training specific to office environment- Cultivated analytical skills to identify software and process problems and find efficient solutions- Challenged conventional thinking to innovate proprietary paperless loan origination system

- Managed team of 10- Provided team with corporate-mandated training focused on the 'why.'- Oversaw store-level and individual training and compliance with local food safety regulations.- Empowered team members to use personal discretion in making a unique, memorable, and positivecustomer experience, increasing positive word-of-mouth in community.- Created daily repeatable routine to keep high-traffic store clean and safe in compliance with ourexternal safety auditor without disrupting daily operations.- Managed 3x weekly perishables orders and FIFO inventory.- Coordinated maintenance on espresso machines, commercial kitchen hardware to ensure continuityof business.- Managed building maintenance to ensure safety and welcoming appearance.