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Work Background
Spring Free EVHead of Operations
Apr. 2022RemoteEarly hire in fin-tech start-up revolutionizing EV access and affordability.
1. Developed and launched a growth vertical partnering with GIG-companies, Fleet Managers, and logistics vendors increasing company scale by 20% in four (4) months 2. Spearheaded the development and implementation of new operational processes within the company, resulting in operational growth of 500%, 15% increase in efficiency, and a 50% reduction in logistics expenses
3. Designed an increased efficiency care team utilizing AI, basic software and reporting discipline- increased one-call resolution and decreased average handle time
A3VenturesDirector Of Operations
Aug. 2021 - May. 2022Berkeley, California, United StatesVenture lead focused on hyper growth, team engagement, and unit economics.
AAA Northern California, Nevada & UtahDirector of Operations Strategy
Jan. 2019 - Aug. 2021Walnut Creek, CAResponsible for 3-5 year planning horizons, quality management and improvement, driving strategic projects, managing the ‘Member experience’ product line, expense reductions against $250 million budget, and innovating technology solutions to enhance operations. Effectively manage a direct team of 6 in 3 states and drive strategy and improvements across 7 states.
•Spearheaded a two-year task force of 20 product managers, CX leaders, and thought leaders analyzing and improving the end-to-end Member journey o Eliminate over 23 defects in the member experience improving the overall satisfaction of over 6 million members by 50 basis points o Reduced FTE processing time by 25 hours per week
•Created and chaired a Business Resource Group designed to create a more diverse and equitable workplace o Drove policy change with three Business Resource Groups to enable a more inclusive experience for Members including language and physical considerations o Partnering with local organizations to increase recruitment for AAA •Strategically cultivated a geo-special technical improvement which improved operational efficiency by 10% in rural areas o Has reduced expense by $600,000 in 2021, year-to-date
•Successfully reduced 2020 expense by over $10 Million vs a $250 Million expense budget through policy, planning, and innovation
•Transformed training program by creating a localized plan increasing 2021 planned fleet production by $700,000
•Owned change management while reducing the complexity of the Member facing Policy Guide by 50%
•Invested in team engagement and built team engagement activities, increased NPS by 25% in one year
AAA Northern California, Nevada & UtahManager, Project Management
Sep. 2018 - Dec. 2018Walnut Creek, CAResponsible for key projects of Enterprise Brand Accreditation and Real Estate Project: Sales site establishment ($5M project).
• Successfully was able to deliver 100% of projects in 4 months, both ahead of schedule and below budget o Led 2019 5-year Accreditation, Tier-A, project with 100% success o Led real estate project in Phoenix, Arizona to establish a Next-Gen Branch and Club Owned Repair Combo site
US ArmyArmy Officer
Jun. 2011 - Sep. 2018Focused on long range planning and resourcing training events and operations. Gained valuable leadership skill in austere environments around the world. Built morale and a positive work environment while teaching foreign military members the tools of their trade. • Trained in foreign language proficiency.
• Highly proficient in working with extremely diversified work groups with multiple languages and cultural.
• Proven capable leader and dynamic thinker able to cope with complex problem sets and create innovative solutions with extreme budget and resource restraints.
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