A seasoned consultant and program manager with a proven track record in optimizing customer experiences. Currently, I oversee a portfolio of projects aimed at enhancing customer satisfaction (CSAT), with a global focus on driver support experience at Uber. Leveraging both qualitative and quantitative research, I drive strategic alignment across diverse markets. Collaborating with cross-functional teams, I identify requirements, inform design decisions, and ensure successful product and feature rollouts impacting millions of customers worldwide.I have honed my expertise in organizational design, service design, and employee experience across various sectors including tech, finance, public, and non-profit. With a keen eye for detail and a talent for executive-level analytics, I assist organizations in making informed decisions related to process improvement, organizational design, and overall governance structures.Specializing in: Service design, strategic planning, strategic advising, business process improvement, organizational design.Myers–Briggs Type Indicator: INTJStrengthsFinder: Adaptability, Achiever, Responsibility, Strategic, RelatorFormer clients include: Federal Aviation Administration, National Institutes of Health, The Education Trust, The Executive Leadership Council, and National Association of Community Health Centers
Listed skills include Data Analysis, Microsoft Excel, Teamwork, Leadership, and 30 others.