About
Former Amazon, Flexport, and Gusto Operations leader with a proven track record in operations excellence while scaling teams at both early and late stage start ups across various industries, including FinTech, logistics, e-commerce, and social entrepreneurship non profits.
Experience
Head of Customer Support
Present
Customer support operations and strategy for Flexport’s B2B and D2C fulfillment
Vice President Operations
dot. cards · Los Angeles Metropolitan Area
Building out our internal operations and customer experience teams.
Vp, Operations and Customer Experience, Benefits Onboarding and Fulfillment
Gusto · United States
Head of Operations Strategy and Customer Experience, Led 250-member team to optimize customer experience and enhance SLA • Restructured operations strategy for 30% YoY SLA improvement • Increased operational capacity by 150% and reduced customer churn by 50% • Spearheaded collaborative initiative with senior leadership to develop cost-saving software-based operating systems, reducing costs by 30% for a >100MM ARR Business
Head of Operations and User Experience
Papaya · Los Angeles, California
Papaya is a Sequoia, Bessemer Ventures and First Round Capital-backed fintech improving the mobile payments experience by changing the way consumers pay their bills. Needing only a picture from a smartphone, we have processed more than 1 million bills using state of the art optical-recognition technology and automation. As Head of Operations Strategy, Process Optimization, and Customer Experience, • Crafted operation strategy, achieving an 80% reduction in core process costs • Slashed core process execution time by 83%, leading to a 77% decrease in escalations • Improved customer satisfaction by 25% • Implemented Lean and 6 Sigma methodologies, resulting in streamlined processes and automation • Initiated successful offshoring of core fulfillment processes • Fostered a culture of continuous improvement, driving data-driven decision-making • Enhanced team training protocols and grew the team by 200% • Prioritized diversity and inclusion in workforce management
Global Head of Ocean Freight Consolidations
Flexport · Los Angeles, California
As Global Head of Operations, Ocean Freight Consolidations, I Established core operational KPIs, boosting productivity by 120% YoY • Leveraged Lean and 6 Sigma techniques to optimize partner performance • Increased capacity by 300% through tool standardization and innovative consolidation products • Grew net revenue by 105% and profit margin by 36% • Managed a global team across multiple offices, prioritizing diversity and development opportunities
Global Operations and Network Development Manager, Ocean Freight Consolidations
Flexport · Los Angeles, California
Regional Operations Manager (North America ), Ocean Freight Consolidations
Flexport · Los Angeles, California
Station Operations Manager, Delivery and Warehousing Logistics
Amazon · Los Angeles, CA
As GM, of 200 part time and full time employees, I lead a team of 16 managers overseeing operations of over $61M in annual cost • Facilitate manager development sessions by leading “Continuous Process Improvement’ and “Standard Work” training • Manage relationships with multiple third-party logistics providers, overseeing a fleet of 125 active drivers • Guided operations team to a Top 4 ranking out of 75 stations nationwide in all productivity and quality metrics since June 2016 • Achieved 3rd highest operational cost reduction in the network of $.81 per package, or $10.2M in annualized cost savings, by expanding site productivity by 110% year over year—doubling volume and reducing cost by 50% year over year • Piloted launch of Zone and Efficiency based Route Optimization, resulting in annualized reduction in delivery costs by $3.3M • Implemented static route planning and driver performance monitoring, resulting in 30% increase in delivery driver productivity • Piloted various Amazon i…
Outbound Area Manager
Amazon · San Bernardino, California
Area 1 Representative / Treasurer
Los Angeles Neighborhood Initiative (LANI)
Volunteer: Appointed to Treasurer overseeing a $37,000 annual budget allocated from the city of Los Angeles towards community based economic development projects.
Consultant Data Manager
ICEF Public Schools · Greater Los Angeles Area
Founding Business and Operations Manager
Crown Preparatory Academy
Education
The University of North Carolina at Chapel Hill
Bachelor's degree, Economics and International Studies
University of Cambridge
International Economics
Institution Saint Louis de Gonzague
High School Diploma
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