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Work Background
MetaProgram Manager III, at Meta via Contract (Crystal Equation)
Apr. 2025 - Sep. 2025Los Angeles Metropolitan AreaShort-term contract role focused on strengthening global knowledge management for tiered agent support. End-to-end content strategy to ensure knowledge met operational, regulatory, and customer experience standards. Aligned content operations across multiple verticals, partnering with product, operations, and technology teams to streamline processes. Drove consistency, accuracy, and compliance, while introducing improvements in content structure, modularity, and usability to better support agent decision-making and customer self-service.
CoinbaseProgram Manager II, Knowledge Management Operations
Jan. 2023 - Apr. 2025Los Angeles, California, United States● Directed end-to-end program management for Compliance Knowledge across 4 global teams, overseeing 100+ regulated processes and managing CMS libraries that supported AI-driven implementations. ● Developed compliance feedback loop system using dashboards and data analysis, driving a 67% increase in regulatory gap closure efficiency and strengthening compliance readiness. ● Ensured 100% on-time delivery of regulatory obligations by tracking milestones against Financial Crimes Committee requirements and SLA commitments. ● Established change management governance models that enabled smooth adoption of new technical workflows while maintaining quality standards and mitigating risk. ● Integrated Knowledge Management System with Salesforce Service Cloud, streamlining case workflows and improving communications across compliance and support functions. ● Delivered AI/ML-enabled technical programs in partnership with engineering, aligning implementations with compliance and business objectives and reducing case resolution times. ● Standardized Agile project management practices across the Knowledge Enablement team, producing measurable insights into operational efficiency and global resource allocation. ● Refined content planning processes by aligning structured libraries with evolving information architecture trends, improving the scalability of self-service support. ● Mentored 4 cross-functional team members on program management, content strategy, and process optimization, achieving a 25% faster ramp-up and an 18% productivity increase.
CoinbaseManaging Editor, Consumer
Jan. 2022 - Jan. 2023Los Angeles, California, United States● Led a global team of 5 strategists in Consumer & Retail Support, shaping knowledge management strategy and execution. ● Drove continuous improvement by identifying performance trends, root causes, and actionable recommendations. ● Partnered with Vendor Operations, L&D, Quality Assurance, and other cross-functional teams to ensure alignment between performance metrics, operational priorities, and customer experience goals. ● Delivered data narratives as executive summaries in monthly and quarterly business reviews, and targeted performance analysis. ● Oversaw documentation and tool optimization for Salesforce Service Cloud macro libraries, streamlining communication workflows and improving support efficiency. ● Directed complex CMS migrations end-to-end, ensuring technical integrations remained intact and cross-functional teams stayed aligned throughout delivery. ● Strengthened Help Center governance by aligning content management with evolving customer needs and content architecture best practices.
CompassLead Project Manager
Apr. 2021 - Feb. 2022Los Angeles Metropolitan AreaLeading and supporting projects associated with improving Customer Experience (CX), Net Promoter Score (NPS), and Cost to Serve (CTS). Responsible for the successful creation and execution of company-wide process improvement initiatives by identifying opportunities for improvement, driving the change in partnership with stakeholders, and creating a sustainable structure for those initiatives to flourish.
CompassProduct Support Manager
Jan. 2020 - Feb. 2022Greater Los Angeles Area- Led process improvement projects that enhanced Customer Experience (CX) and Net Promoter Score (NPS), reducing service inefficiencies by 18%. - Managed the establishment of an offshore BPO support contract in Manila, coordinating operational integration and ensuring alignment with company objectives. - Led training and development for customer technical support agents, enhancing operational efficiency and delivering seamless service transitions across teams.
Compass /Senior Integration Specialist, M&A
Oct. 2018 - Jan. 2020Greater Los Angeles Area● Led technical integrations during M&A activities, ensuring smooth adoption of systems, workflows, and knowledge management across acquired teams. ● Aligned post-merger support operations with Compass’s service standards, minimizing disruption and enabling faster ramp-up for new business units.
Compass /Senior Product Expert
Aug. 2018 - Oct. 2018● Served as SME for Compass’s platform, advising product teams on customer-facing features and technical support needs. ● Collaborated with engineering and product to design scalable solutions that reduced support friction and improved customer adoption.
CompassProduct Expert
Nov. 2017 - Aug. 2018Greater Los Angeles Area- Regional product feedback champion, collect insights from agents, identify patterns and themes, collaborate directly with our Product Marketing, Management, and User Experiences teams, and provide timely updates to agents to close the loop - Regularly deliver group and personal training sessions for agents and staff - Constantly look for opportunities where an agent can integrate a specific product into their workflow to deepen our product engagement through growing their business and creating value - Test new products and conduct beta testing with agents - Earn the trust of agents as you offer guidance, knowledge, and product tips - Lead presentations and agent training sessions on our innovative proprietary technology and other key tools and platforms I have traveled to several of our expanding regions to help the launch efforts in operations elements, as well as in the role of technology trainer.
Compass /Agent Operations Associate
Nov. 2015 - Nov. 2017
New Day Psychotherapy GroupManager of Operations
Jan. 2015 - Jan. 2015
Evolution Holistic Medical GroupDirector Of Operations
Jan. 2014 - Jan. 2015Tech/medical start up environment. Responsible for vendor screening, software solutions, employee hiring, onboarding & training, day to day operational processes & process building to improve efficiency and quality.
Ambeau Law FirmLegal Assistant/Office Manager
Jan. 2013 - May. 2013Legal Assistant, wrote all motions for public defense cases, managed the primary office.
Neill CorporationAssistant Manager
Apr. 2010 - Sep. 2014Paris Parker - Perkins Rowe, Baton RougeManagement of retail environment, and staff of 20+ stylists and receptionists. Managed scheduling of clients, retail inventory, and retail and service data.
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