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Work Background
Soovu Labs, Inc.Director of Product Operations
Feb. 2022Seattle, Washington, United StatesManaged execution of cross-functional digital health projects across mobile apps, internal platforms, and customer-facing experiences. Aligned product development with clinical, technical, and operational goals to deliver scalable, compliant solutions in a highly regulated environment. Led customer engagement programs across self-pay, enterprise, and research segments, while building support and knowledge management systems to enable personalized coaching and efficient service delivery. Oversaw launch of strategic health plan pilots and managed FDA-regulated complaint and feedback processes to ensure quality and regulatory alignment.
Brave HealthSenior Manager, Business Operations
May. 2021 - Oct. 2021Miami, Florida, United StatesLed the scaling and optimization of a virtual behavioral tele-health platform using Lean methodologies to streamline operations and eliminate inefficiencies. Improved service KPIs by 20% through integrated workforce management strategies. Designed and implemented a prioritization framework for 40+ workflows, eliminating a 90+ day backlog within 60 days. Managed the rollout of Verint Monet Workforce Management tools, including scheduling automation and real-time adherence monitoring, driving significant service level improvements.
TCS World TravelSenior Project Manager
Nov. 2019 - Sep. 2020Seattle, Washington, United StatesLed Operations Project Roadmap tasks, implementing tools and processes to enhance efficiency and project visibility. Acted as Product Owner for Salesforce, streamlining issue resolution and prioritization across teams. Directed a cross-functional response to global travel disruptions during the COVID-19 pandemic, ensuring seamless logistics and communication. Developed and operationalized processes for managing high-stakes cancellations of luxury expeditions under tight deadlines.
Various ClientsFreelance Business Analyst & Project Coordinator
Jan. 2018I specialize in helping organizations streamline operations, improve product readiness, and establish scalable, efficient processes. Digital Product Management & Strategy
End-to-end Product Owner or Product Manager services tailored to startups and growing teams. Services include roadmap development, feature prioritization, user story writing, and aligning product strategy with business goals and regulatory needs. Customer Experience & Support Infrastructure Design
Design and optimization of customer support systems, including CRM selection and implementation, support workflow development, feedback collection, and integration of asynchronous or live support solutions. Operational Scaling & Workflow Optimization
Consulting services to improve operational efficiency, including process automation, workforce management, backlog resolution strategy, KPI tracking, and scalable team structures.
Chrono TherapeuticsSenior Program Manager, Customer Experience
Dec. 2015 - Nov. 2019Hayward, California, United StatesLed product management for a Bluetooth-enabled medical device ecosystem, ensuring integration and regulatory compliance. Drove Agile execution through Azure DevOps, overseeing project design, sprint planning, and budget alignment. Managed clinical trial support operations for an FDA-regulated Phase 2 trial, ensuring efficient technical support and data integrity. Directed vendor management for mobile technology solutions, ensuring trial readiness and seamless participant experience.
Optum (Alere Wellbeing acquired by Optum)Director, Workforce Management
Nov. 2013 - Dec. 2015Seattle, Washington, United StatesLed scheduling and automation initiatives, aligning multiple departments and product lines. Managed teams in Seattle and Atlanta, overseeing forecasting, scheduling, and real-time workflow for 1,500 health coaches, nurses, and enrollment specialists. Ensured KPIs and service levels were consistently met across multiple business lines while maintaining a change management focus.
Alere Wellbeing (Free & Clear acquired by Alere Wellbeing)Director, Service Delivery
Aug. 2009 - Nov. 2013Seattle, Washington, United StatesLed operations for 3 call center support teams and back-end systems supporting 500 agents in a $72M Tobacco Cessation program. Directed forecasting, scheduling, and real-time workflow management to consistently meet KPIs and service level agreements. Managed 75+ business processes—including reporting, escalations, and performance monitoring—with a strong focus on change management to support evolving program needs. Spearheaded cross-functional projects to improve agent efficiency, streamline operations, and drive continuous improvement.
Free & ClearSenior Manager, Service Delivery
Nov. 2006 - Sep. 2009Seattle, Washington, United StatesAnalyzed, planned, and project managed the implementation of process improvements across a 500-seat call center, with a strong emphasis on change management to ensure stakeholder alignment and adoption. Served as a key team member in the development of a new participant coaching application, desktop softphone, and call prioritization system. Actively contributed across all stages of development—from requirements gathering to user acceptance testing and successful implementation—while guiding teams through organizational and procedural transitions.
Free & ClearManager, Service Delivery - Registration
Dec. 2004 - Oct. 2006Tukwila, Washington, United StatesBuilt out all facets of the Registration (enrollment) and Support Services (back-end office) teams, including on-boarding, training content and delivery, productivity, quality monitoring and HR procedures. Grew the team from 20 to 60 employees in two years. Consistently met or exceeded service level agreements with clients; 90% of all calls answered in less than 30 seconds and an abandonment rate of less than 5%. Worked closely with software development team to ensure internal systems met the needs of staff.
Free & ClearService Delivery, Registration Supervisor
Nov. 2001 - Dec. 2004Managed a 20-person call center team handling high call volumes, overseeing hiring, training, and day-to-day operations. Led quality assurance, staffing adjustments, script development, and worked closely on database improvements to support evolving tobacco programs.
Free & ClearRegistration Specialist, Administrative Lead
Nov. 1998 - Nov. 2001Handled customer complaints and escalated calls, trained and mentored Registration Specialists, and oversaw materials fulfillment. Helped improve scripts, troubleshoot tech issues, and coordinate systems across multiple contracts.
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