SUL
MaleAfter-sales customer serviceLive in United StatesNationality
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Work experience
Business Analyst (Intern)
Zoox2024.12-2025.03(4 months)Designed and structured the People Experiences team’s documentation to scale operations into a centralized self-service model, developing a best practices playbook, taxonomies, naming conventions, and templates. Initiated process mapping of the employee termination workflow to identify and prioritize opportunities for enhanced operational efficiency across cross-functional teams and ERP systems. Audited People Experiences Org Documentation to assist content migration into new intranet.Business Product Specialist (Contractor)
META2022.08-2024.09(2 years)Led the development and execution of end-to-end contingent workforce strategies, reducing regrettable escalations by 10%. Performed comprehensive analysis of workforce management processes, identifying and resolving pain points and inefficiencies to consecutively meet resolution time SLA’s 24 months in a row. Acted as a subject matter expert and advisor to senior leadership and engineering driving escalated cases to resolution to continuously improve or maintain CSAT scores. Tracked trends and competitive insights to inform strategic workforce planning to reduce tier-3 ticket volume during spiked wide-spread issue events. Led cross-functional collaboration with Product Marketing Management team and Product and Insights team to develop strategic comms on new/deprecated features to target audience of 100k+ daily active users. Conducted deep dive analyses and root cause identification to understand low-performance drivers, collaborating with MSP suppliers to develop improvement plans meeting resolution time SLA’s for 12 months in a row. Created and refined scalable documentation as processes evolved, developing clear communications to keep stakeholders informed of updates resulting in an overall improvement of triage accuracy by 15% Supported a global quality assurance program, ensuring consistency and continuous improvement in writing quality and process adherence through weekly meetings reducing correction efforts monthly. Produced comprehensive reports and dashboards to provide visibility into contingent workforce performance, presenting insights to senior management and stakeholders using proprietary VMS.Product Operations Manager
SHUTTERFLY2021.07-2022.04(10 months)Streamlined processes to improve efficiency, compliance, and stakeholder experience leading to a 20% improvement in product launch lifecycle efficiency. Facilitated cross-team alignment, ensuring smooth communication and execution across all functions, reducing friction between two interdependent teams. Developed detailed project plans for workforce-related initiatives, tracking deliverables and milestones for self-help documentation. Structured and analyzed complex business challenges, delivering actionable recommendations for growth such as transitioning from waterfall to kanban. Created dashboards and reports providing visibility into key workforce metrics and progress Evaluated opportunities for digital transformation and introduced technology innovations aligned with business needs such as adopting Jira to automate tracking.Product Operations Associate, Youtube-Tv
GOOGLE2019.06-2021.08(2 years)Managed project teams and resources to ensure timely completion and successful outcomes for complex initiatives such as developing the Marquee Events Program. Collaborated with cross-functional teams to align workforce management processes with broader business goals resulting in 100% launches of Marquee Events. Led process improvement initiatives using Lean methodologies, driving continuous improvement across team, resulting in a 40% reduction in operational errors and ensuring seamless product launches. Implemented process improvements with measurable impact on key performance metrics successfully onboarded and launched over 25 premium network partners with 0 errors. Partnered with key departments to ensure cohesive execution of workforce strategies and process alignment. Designed end-to-end contingent workforce processes (MSP), maximizing operational effectiveness while improving stakeholder and worker experiences. Utilized advanced data analytics using proprietary VMS to generate actionable insights, driving continuous improvement and aligning with business goals.Product Operations Specialist, Apple TV+ (Contractor)
APPLE2018.10-2019.07(10 months)Maintained a 90%accuracy SLA consecutively for 9 months. Delievered 100% launch deadlines managing network partners metadata ingestion Presented strategic findings and recommendations to senior management, driving data-informed decisions increasing metadata ingestion velocity by 15%. Worked collaboratively across teams, to deliver a special NDA project while managing and prioritizing multiple workstreams.Content Moderator (Contractor)
Facebook2017.02-2018.11(2 years)• Maintained over a 95% Accuracy SLA 20 months in a row • Supported leadership in operational strategy development, focusing on process efficiency and alignment with organizational goals by training and onboarding 4 batches of new hires. • Delivered data-driven insights that led to the successful optimization of processes and automation opportunities by streamlining trend documentation resulting in maintaining team KPI’s consecutively for 16 months.
Educational experience
UC Davis, Graduate School of Management
Masters of Business Administration (MBA)2022.12-2025.01(2 years)CSU, EAST BAY
B.S Business Administration (BSBA) - IT Management2019.12-2022.01(2 years)
Languages
English
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