•Conducted comprehensive analysis of SunPower case management process and collaborated cross-functionally to drive improvements, resulting in a 10-point increase in customer survey scores within six months.•Led the deployment of the Field Service Optimization Program across the SunPower fleet to improve operational efficiency and improve first visit issue resolution. •Envisioned and supported the launch of the Salesforce self-service scheduling feature, enabling homeowners to independently book site appointments with Technicians; achieved 85% customer adoption within 3 months.•Collaborated cross-functionally to improve first contact resolution (FCR) on billing, product performance, and life events related issues, achieving a 15% improvement and reducing contact handling time by 5 minutes.•Managed concept to launch of self-service features in the customer care Help Center application, enabling homeowners to access self-help articles and create cases for unresolved issues, leading to a 10% reduction in support inquiries within the first year.•Established key Weekly Business Review (WBR) metrics for the SunPower Care and Field Service team, responsible for weekly reporting and performance analysis.•Developed key performance metrics and dashboards (PowerBI, Snowflake, Qlik) to monitor project portfolio performance, enabling informed decision-making and operational scalability.

Led and drove implementation of process improvements as well as process redesign efforts via kaizen initiatives and/or project management. •Collaborated with cross-functional teams to improve Moen’s global process to identify and prioritize resolutions of customer/field issues, and led implementation of global roadmap across Moen US, Canada, and China businesses.•Led a Six-Sigma project with Customer Service, Finance, Distribution and Transportation teams to reduce customer order discrepancies arising from Moen processes. •Developed an agile process for new product field surveillance to identify top consumer issues/ dissatisfiers and to deliver prompt corrective actions/improvements.•Identified systemic opportunities to improve Plant Quality performance and improve Plant PPM.

Had overall responsibility of Claims and Service Parts teams. Created consistent and standardized processes to manage claims. •Led multiple initiatives to improve efficiencies in the Claims process and led global implementation of improved process. Streamlined approval process for high-risk claims and reduced average approval time. •Freed up 10% space in DCs year over year by developing a process to identify slow moving/no demand obsolete service parts inventory.

Overall responsibility of Supplier Quality Assurance team, and onsite 3rd party quality sort/rework operation at all North America Moen Plants ($4M cash flow). Led high profile and large impact quality issues from investigation to closure. •Developed and delivered supplier improvement strategy leading to 50% reduction in SQA resources. •Handpicked to lead Moen Operations Initiative to reduce Moen’s External Failure related costs and deliver $1M cost savings in 2019 while working with 4 project managers. •Recognized for reducing non-conforming inventory in Quality locations from $2M to below $50K within a year.•Collaborated with Plant Quality, Production and Sourcing teams to improve efficiencies in the scrap collection process.