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Work Background
TikTokE-Commerce Customer Experience and Insights Leader
Aug. 2023
AdobeStrategy Leader, Voice of Customer / Digital Experiences & Insights
Jul. 2022 - Aug. 2023Led and supported Enterprise solutions (external and internal) that connect and collect information to scale insights and evolve Adobe experiences. - Voice of the Customer Program (enterprise-wide): Provided strategic direction for the release
implementation, roll-out and adoption of the program. - Product Strategy and Execution: Led the development and execution of the product strategy and roadmap for Medallia and Qualtrics with an aim towards driving insights driven decision-making across the enterprise. An investment worth ~ $20 million for Adobe as an enterprise. - Software Optimization: Championed and managed enterprise-wide Software Optimization initiative with an aim to bring consistency and scalability of software usage.
HumanaDirector, Consumer Experience Strategy and Insights
Jul. 2021 - Jul. 2022San Francisco Bay AreaLeveraged data, technology and business strategy to transform the overall Customer Experience at Humana
Wells FargoStrategy Leader, Voice of Customer Program
Jan. 2020 - Mar. 2020San Francisco, California, United StatesChampioned the implementation of enterprise wide Voice of Costumer Program at Wells Fargo with a focus on providing strategic guidance and support.
StretchLab AlbanyBusiness Owner
Jan. 2019 - Mar. 2023Albany, California, United StatesStretch Lab: Offers one-on-one assisted and group stretching in a fun, energetic, communal environment. Designed to increase mobility and flexibility, helping to reduce pain, decrease muscle aches, improve posture, reduce recovery time and enhance quality of life, StretchLab has created a variety of offerings to empower clients to ‘Live Long’.
McKessonDirector VOC, Customer Strategy and Analytics
Jan. 2014 - Dec. 2018San Francisco Bay AreaLed marketing analytics team for US Pharma, a $130 billion business unit, with a focus on customer success, retention, and prospecting initiatives. -Built a Voice of Customer Net Promoter (NPS) program from ground up and improved the score by 10% across all customer segments within 1st year of program’s launch. -Supported acquiring 40 plus new accounts that translate to around $100 million in total annual sales.
-Developed dashboards using Tableau and executed communications and engagement strategies across 7,000 employees.
PwCExperienced Manager - Data Analytics and Management
Jan. 2005 - Dec. 2014San Francisco Bay AreaLed data analytics and management support for 60 plus clients across various industries. Involvement included utilizing analytics solutions on various platforms, creating scripts, reporting results utilizing Tableau for dash-boarding and management of projects from initial scoping through final delivery and sign-off. Projects included: -Financial and Regulatory Data Analytics using Data Visualization;
-Foreign Corrupt Practices Act (FCPA) Compliance;
-Data Analytics Program Review;
-Data Preservation and Data Retention;
-Continuous Auditing / Continuous Monitoring;
-Gap Analysis on the use of Data Analytics;
-Internal Audit / Payroll / Time and Expense Analysis;
-Off-shore team management. This experience includes my previous positions within PwC, which were Experienced Associate and Senior Associate.
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