Program Manager, Stanford University Graduate School of Business The Program Manager functions as an integral part of a program portfolio team tasked with successful delivering program and international seminars/forums designed for senior executives through the Office of Executive Education. Provide logistical support and work in close partnerships with Associate Directors and Directors to execute all aspects of portfolio programs. Communicate with program faculty, participants, and department staff to troubleshoot and deliver seamless programs and I help to drive program satisfaction scores. Assist portfolio team with database and information processing to ensure smooth program logistical operations. Actively participates in efforts to improve processes, programs and business across various departments within the Graduate School of Business. (GSB)  Partner with the Program Portfolio team in planning the marketing activities for portfolio programs, and the marketing department. Asset in developing and maintaining comprehensive understanding of Executive Education programs; Executive Education business and goals; and Graduate School of Business mission and goals. Escalate issues when necessary to the appropriate program leads to ensure participant’s needs are met in a timely manner. Strong problem solver and decision maker. Able to identify and promote change to streamline processes. Strong analytical and project management skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational offerings.

*Icix is a fast-paced, dynamic start-up with a global and rapidly accelerating customer base,including some of the largest best known companies in the world like Wal-Mart, Safeway,Costco, Disney and Lowe’s. With a strong and growing revenue base and a business model,described recently by a top tier venture capitalist, as “The most exciting business model I haveseen in 15 years”.*Providing customer support through phone,chat, and email to clients who use icix to upload, view and edit their documents for compliance purposes, while resolving customer issues 98% of the time during their first call to icix.*Act as Project Lead while working with our IT team on key projects to make our ACD system more efficient for our customers and provide member support with meaningful metrics to support our goals.*Escalate problems when necessary to the appropriate teams to ensure customers needs are met in a timely manner.*Provide Level 1 and some Level 2 support to customers with their software issues within icix.*Partner with other departments in the quality review process including the identifying documents for inconsistencies and functional bugs.*Utilizing effective communication skills, both written and verbal, to communicate and resolve issues related to new and existing platforms within icix.*Act as backup to Customer Relations Manger in his absence to provide day to day operations needs and department metrics.*Partnered with our Management and Marketing team to develop a survey (Using Survey Monkey) that would provide us with some feedback from our customers on their Background info, iCiX Customer Service Satisfaction, Training, iCiX System Functionality, and any Customer Suggestions on how we could improve our service/product.* Successfully partnered with our Member Services Team to develop a Customer Resource Document for our customer (ConAgra) to help them to better understand the icix program.

Supported core projects with the Worldwide Sales Support Team. Provided data entry support to our end users for the Worldwide Sales Training Organization., which included daily metrics, FAQ's, and canned responses which assisted our customers greatly and allowed us to maintain a 98% First Time Closure Rate of emails and ticket closures.

*Customer Relations Supervisor of the organization’s first and most successful three screen panel. This study showed how consumers could view media across different platforms including television, internet and mobile internet.*Worked successfully with Product and Engineering teams to ensure accurate and timely processes and procedures were shared with our customers.*Collaboratively worked with Customer Service to ensure that testing matched user needs and acted as part of a team that managed an excellent customer experience.*Acquired vast experience in day-to-day operations in the Call Center. Demonstrated ability to independently recognize, isolate, and resolve complex customer problems. *Supervised representatives contact with our 5000 panelist, in 6 demographic areas within a blended call center that supplied media measurement data for the four major broadcast networks and maintained compliance levels above 5%. Provided technical support to members of media panels and focus groups. Maintained solid customer relationships by utilizing effective communication skills, both written and verbal, to communicate and resolve issues related to the product provided to them to participate in the research. *Maintained performance metrics to meet project goals.

*Vendor Manager for all on site services Custodial, Landscaping, Dining/Café, Security, Customer Service, General Maintenance*Fiscal responsibility for Client at business location (month end close, short term capital and long term expense targeting)*Partnered with Client to ensure their Security Management system was established and maintained. *Quality Assurance Coordinator

• Established site goals and objectives ensuring corporate & regulatory compliance• Fiscal responsibility for remote business locations (month end close, short term capital and long term expense targeting)• Partnership/Supplier Management of global service providers for remote business facilities• Managed ongoing partnership with property managers for Agilent lease sites within my regions • Land and building asset manager• Site shutdown coordination for remote business locations• Managed home and remote sites Security Teams Developed and managed Workplace Violence, Crisis Management and Intellectual Property Programs for home and remote sites with local Ergonomics Team on delivery of Ergonomics Program (Office and Manufacturing) to remote sites in the Bay Area and Northwest• Security liaison to regional and remote Semiconductor Products Group Ensure Security Management system is established and maintained• Managed and Partnered with contract security vendor on delivery of Security Programs • Prepared work schedules, payroll and handle HR issues when necessary • Established and supported Global Security goals and objectives Conduct and participate in local Security management system audits and regulatory inspections• Developed and managed contracted security performance measures • Conducted and participate in workplace violence response planning and training, intellectual property training, and crisis management training