Serve as the point of contact internally and externally for accounts within book of business. Project plan for new location and item launches, configuration changes, and lead cross-functional meetings. Share account status and health weekly, document account configurations and SOPs, create customer-facing reporting with the analytics team, and monitor data quality. Remain the subject matter expert for launching new opportunities.❖ Led account hygiene initiative to remove historical configurations, streamlining account operations and enhancing configuration clarity for two key accounts. ❖ Refined internal investigation processes, leveraging SQL and Tableau to address issues from data quality to operational execution.❖ Developed custom customer dashboard in Tableau, enhancing data visibility and enabling customers to troubleshoot independently.❖ Led launch and documentation of Compass Commissary pilot, driving operational improvements.

Oversee major accounts, including a nationwide premium prepared food vendor supplying 300+ Whole Foods Market locations and a chain of 200+ independent convenience stores in Southern California. Recently, I assumed responsibility for a key national food company, driving a pilot program to revolutionize their food forecasting. This initiative aims to expand our partnership nationwide and potentially develop a custom SaaS platform, projecting significant annual billings for the company. I also manage a crucial relationship with an innovative technology investment firm, directing their 400K investment in Shelf Engine. Together, we're pioneering varied use cases across the US and Canada in healthcare, higher education, and business and industry sectors.I continue to serve as the subject matter expert for customer launches, guiding implementation and configurations within the Shelf Engine web platform.

I was hired to expand the Customer Launch team’s bandwidth, enhance the existing level of service, and improve processes. I project-managed new programs and program expansions, serving as the primary point of contact during the launch stage of the customer journey, working closely with customer success managers, program managers, team leaders, and others, including ongoing internal/external meetings to drive the achievement of customer experience goals.I created and implemented partner-specific project plans, oversaw program configuration on the Shelf Engine platform, and facilitated post-launch retrospectives. I facilitate data integration pipelines with vendors and retail partners and liaise with internal teams, including communicating program requirements and partner needs. Notably, I:❖Revised the team’s bi-weekly mid-market launch meeting procedure to enhance meeting efficacy and cross-functional collaboration. Held deep, multiple dives with the Customer Launch team, as well as a retrospective with the cross-functional group. Handled a broad range of activities for this complex project, resulting in a well-documented procedure.❖Drove a significant reduction in discrete tasks, along with creating clear project templates and a comprehensive SOP for using the organization’s project management tool TaskRay.❖Developed a comprehensive handbook to document the multiple partner-level activities required to launch and maintain operations for one of the company’s prominent legacy partners. Enabled multiple benefits, including a centralized repository for teams to document new learnings and changes in procedures.

I was brought in to facilitate change management for a team of 10-15 veteran experts with a broad range of product expertise. I led, developed, and coached experts in implementing robust Customer Care guidelines and delivering technical knowledge via live and offline channels. I analyzed employee productivity and customer satisfaction scores to identify trends and growth opportunities and fostered engagement and employee recognition weekly. I worked cross-functionally across Operations, Workforce, Learning and development, Business Analytics, and other departments to improve products and optimize the experience for both users and employees. I provided soft skills and product training in tandem with Learning & Development. Among my achievements:❖Led the introduction of a Chat feature as an additional support modality, managing the SF site’s transition from phone/email to chat. Trained experts on all aspects of chat, overcoming initial resistance to gain buy-in from the team. Incorporated praise for positive performance to celebrate high satisfaction.❖Paved the way for promotions for several experts through continual coaching and constructive performance feedback.

I reported to the CEOs and was a mentor/SME for area managers and store management. I oversaw the consumer response across all channels and markets, serving as the face of Proper Food for all outreach and partnership efforts. I procured the technology stack, created training materials, designed collateral, oversaw the creative direction for photoshoots, and managed the rollout of seasonal menus. Past successes:❖Improved brand cohesion and service standards across all 14 locations by developing a comprehensive training guide and brand standards for guest service, hospitality, store aesthetics, and overall company values. Created training materials that provided structure for fewer store-level decisions.❖Contributed to growth from zero to $20K+ in weekly revenues by developing a home delivery model for Shelter in Place to serve the community and keep the core team employed (immediate response to the COVID-19 pandemic). Rolled out family-style meals and adapted Catering to this model during the pandemic.❖Established a donation campaign that led to a $25K corporate donation. Instituted the campaign during COVID-19 to ensure those in need continued to receive meals (program is still in place post-COVID).

I was named Proper’s Area Director following the opening of 2nd location in 2015. I led all in-store and catering operations, including Customer Experience, Sales Management, Business Development, People Management, Marketing, HR, and multiple others. I reported directly to the CEO and managed all front-of-house talent recruitment, new hire onboarding, benefits administration, and payroll. I created and implemented performance metrics, review templates, and the strategic growth plan to optimize the performance of 2 area managers, 10 store managers, and 40 cashiers. I am proud to have:❖Played an instrumental role in opening 14 locations over a 6-year period. Scaled operations to maintain quality, culture, and standards during rapid growth.❖Launched and led a catering program with an emphasis on high-level customer experience.❖Created a scorecard system to administer performance reviews, merit increases, and the growth plan.

For Table Café, I directed all daily operations from open to close, leading a team of 7 employees. I conducted seasonal and weekly menu planning, taking into account demand and seasonal ingredients. For Dosa Chips, I initiated and maintained accounts with highly reputable Bay Area grocery stores, including Bi-Rite Market. I processed online sales, scheduled labor and supervised staff, and oversaw both initial and ongoing product development. Key highlight:❖Expanded the distribution channel from 5 local Marin stores to 17 Bay Area locations and grew sales from 1,200 to 2,800 units per month.