- Provide direction and process improvement strategies to an operations team resulting in an increase of productivity by over 60%.- Establish a KYC program and new sign-up onboarding process to ensure the safety of our customers and end users of Twilio by certifying they abide by domestic and international mobile carrier regulations. The impact of the program resulted in the reduction of fraudulent activity on the platform and improvement in credit card chargeback rates.- Manage a team of over 30 compliance agents worldwide across 3 countries specializing in fraud prevention, telecommunications carrier requirements, and Twilio’s acceptable use policy.- Expand operations to the Asia-Pacific region establishing follow the sun model to achieve a customer response SLA adherence success rate of over 95%.- Work cross-functionally with a series of stakeholders including Legal, Product, Sales, and Engineering teams to develop a country specific strategy adhering to Japanese legal requirements related to AML and telecommunication regulations in order to continue operating in the country Japan.

- Developed a multi-platform messaging feature for Zazzle users that accelerated from 0 to 1,500+ daily messages within 3 months of launch. Gathered requirements from internal stakeholders and lead meetings with engineering teams using Agile development and Kanban methodology to ensure the project was on track.- Launched premium add-on service to customer online orders that has generated $2M in its first year. - Optimized help center and customer support pages to increase visibility for our customers to reach our service teams for assistance. New features have resulted in over 60% increase in customer engagement.- Led cross-functional teams in initiatives to improve shopping experience on mobile platforms. Accomplishments include the development of new features focused on synchronizing log-in sessions across multiple devices.

- Managed API system integration programs for business partners. Initiated projects for the on-boarding of new vendors by collaborating with internal and external engineering teams. Achievements include launching over 50 fulfillment centers worldwide generating over $140 million in revenue annually. - Wrote SQL queries for reporting, analysis, and stored procedures in performance dashboards to multiple levels of management providing them with valuable data to make business decisions for day-to-day and long term objectives.- Generated data for finance teams to build pricing models, accounting reconciliation, and resolve billing discrepancies.- Provided technical and operational support solutions to business partners by generating weekly SLA performance reports, offering process improvement strategies, and opportunities for product expansion.

- Managed teams at a worldwide scale to ensure all marketplace product listings abide by the platform’s terms of service and content guidelines with a focus on copyrights, trademarks, and inappropriate/objectionable designs. - Initiate projects aimed at improving user experience and reducing operational costs. Recent process improvement strategies and website features in the past calendar year have resulted in cost savings of over $2M. - Expand operations into European offices in preparation for international growth and understanding new markets. Manage day-to-day operations of the global customer service department which include staffing, process improvements, and generating metrics to measure impact and performance.

- Work closely with legal counsel to assist in resolving matters pertaining to intellectual property infringement claims. Architect in-house solutions and provide valuable input towards settlement agreements and depositions to resolve legal proceedings. - Collaborate with Finance and Engineering teams to architect internal fraud prevention tools and heuristics by developing a series of rule-based algorithms resulting in capturing over $1M year-to-year in fraudulent transactions and reducing chargeback rates to 0.2%.

- Develop and manage scalable systems responsible for surfacing information about our customers, gather data related to website usability, and defining quality standards for a marketplace that consists of 350+ million products, over 14 million users, across 15 international domains.

Two month course taught by Product Leaders at top Silicon Valley companies on how to build digital products end-to-end and lead cross-functional teams. Rewarded with a Product Management Certification developing skills in:- Assessing target opportunities by strategically understanding a company’s customers and success metrics.- Creating an validating opportunity hypothesis to determine the target customer.- Define and design products by defining an MVP, writings PRDs, and taking part of the UX design process.- Build and launch products by establishing relationships with engineering teams and applying development methodologies (Waterfall, Agile, Kanban, and Scrum).- Measure and iterating product based engagement and performance metrics.

- Assisted in hosting of KNBR sponsored events and promotional giveaways. Recruited new and existing listeners to become members of “Team KNBR.”- Researched content to be featured on the KNBR website and radio programming.- Managed KNBR listener database and assisted in other administrative duties.

- Purchased and stocked movies from various distributors. Organized promotions for movie rentals and sales including: loyalty programs, holiday specials and online deals. - Increased profits 20% by implementing and managing online DVD sales thru Amazon.com. - Maintained customer and inventory database.