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Work Background
VisaSr. Program Manager, Product Strategy and Operations
Apr. 2022 - Sep. 2024🔹 Saved 200+ hours per month and an estimated $115,000 in cost avoidance over 2 years by spearheading the development and implementation of the first OKR framework for our org. 🔹 Orchestrated the migration of a multi-terabyte dataset into a unified CRM as part of a multi-year global program aimed at resolving siloed data issues and enhancing CX for over 1M+ users. This initiative drove $10M+ in revenue for Visa within 1 year, significantly improved the customer journey, and strengthened client relationships. 🔹 Identified an opportunity to improve remediation deadlines and reduce escalations via creating a Tableau dashboard to track patching timelines, provide real-time alerts, and centralize data from various sources; improved data accuracy, enhanced security compliance, and reduced escalations by 30-40%. 🔹 Created monthly brown bag sessions to develop employees - sessions included software skill-building, leadership training, and intros to LLMs targeted at improving productivity. 🔹 Drove major org change efforts, improving employee engagement survey scores by 40% within 12 months, equivalent to a 50-point increase in 3 major areas of concern. 🔹 Identified opportunities to improve workforce planning and created a scalable workforce planning strategy and Power BI tool that: ▪️ Reduced hiring time by 40%, centralizing requests and automating workflows. ▪️ Improved project staffing accuracy by 25% through resource forecasting, allocation visualization, and skill-based assignment. This resolved previous issues with siloed requests and lack of resource visibility. ▪️ Increased project delivery speed by 30%, ensuring timely project staffing and proactive resource planning, mitigating delays caused by resource shortages. ▪️ Was adopted across 20 key teams within six months through training, support, and demonstrating its benefits, addressing previous planning inconsistencies.
Gorilla LogicStaff Operations Manager
Jul. 2019 - Aug. 2021🔹 Collaborated with the Sales team to customize Salesforce integrations with the tech stack and align the platform with the client journey, resulting in a $1.2M increase in annual revenue within 1 year from pipeline improvements, enhanced data accuracy, and more effective lead conversions. 🔹 Reduced project lifecycle times by an average of 3 weeks through the establishment of a resource bench strategy that improved staffing accuracy. This decreased client-requested developer replacements from an average of 10 per month to 2, resulting in an overall annual cost savings of $2M. 🔹 Drove the completion of the company's new headquarters, effectively managing communication and alignment among diverse stakeholders (e.g., architects, contractors, internal departments) to ensure on-time and under-budget delivery (5% savings). This resulted in a 30% increase in operational capacity. 🔹 Client dissatisfaction with slow releases prompted my advocacy for agile adoption with CI/CD, delivering a 15% customer satisfaction score increase (up 10 points NPS), $500K projected retained revenue (reduced churn), and 20% cost reduction. 🔹 Led complex, cross-functional initiatives impacting revenue, cost, and customer satisfaction. Managed projects involving 50+ members, diverse stakeholders and intricate technical landscapes, implementing strategic solutions to systemic organizational challenges; resulting in multi-million-dollar impact across multiple business domains.
Collective for Psychological WellnessDirector, Strategy and Operations
Jun. 2018 - Jul. 2021🔹 Automated client intake and onboarding (scheduling/digital paperwork) drove 15% more new client onboarding within 6 months, reducing onboarding time by 2 weeks and freeing 10 admin hours/week for client care, resolving a manual process bottleneck. 🔹 Improved first-year client retention by 7 percentage points, from 85% to 92%, directly impacting client lifetime value, by implementing continuous client feedback (surveys/check-ins), addressing client concerns about slow response times and inconsistent communication. 🔹 Updated client communication materials and digital resources drove 20% higher client engagement with online resources, generating 500 positive feedback responses and improving client perception, mitigating transition confusion. 🔹 High staff turnover (30%) and inconsistent onboarding led to 8-week new hire time-to-productivity. Structured onboarding, mentorship, and professional development improved retention 25% (reducing turnover to 5%) and decreased time-to-productivity to 4 weeks. 🔹 Continuous client feedback (surveys/check-ins) increased client satisfaction 10% and first-year client retention 7%, reducing service delivery complaints by 200, addressing client communication/service quality concerns. 🔹 Robust data privacy/security protocols (staff training/system audits) ensured 100% HIPAA compliance, reducing potential data breaches by 5 and streamlining compliance reporting, minimizing legal risks. 🔹 Automated billing/claims processing cut operational costs 20%, increasing processing from 50 to 200 claims/week and reducing average processing time from 3 days to 4 hours, resolving manual data entry bottlenecks and improving revenue cycle management. 🔹 Implementing detailed budget tracking and resource allocation processes resulted in a reduction of operational cost overruns from 15% to 5% and an 8% improvement in staff scheduling efficiency, reducing average staff downtime by 2 hours per week.
Resolutions Therapeutic ServicesSenior Director of Strategy and Operations
Jun. 2015 - Jun. 2018🔹 Strategic partnerships with diverse mental healthcare providers drove a 30% increase in new clients within first year, generating 150 new referrals/month and expanding service reach to 3 new community organizations, addressing limited client acquisition channels. 🔹 EHR system integration reduced data entry errors by 30% and decreased average client intake time by 15 minutes, resolving inefficiencies in manual record-keeping and data management. 🔹 Care coordination process development improved client satisfaction and reduced treatment gaps, decreasing average transition time between service levels by 1 week and reducing client readmission rates by 10%, addressing fragmented care coordination and inconsistent client experiences. 🔹 Optimized billing/claims submission decreased average reimbursement cycle time 15%, improving cash flow by $50,000/month and reducing claim denials from >20/month to <10/month, resolving delays in payment processing and improving financial stability. 🔹 Scalable operational frameworks/SOPs for client services, workforce planning, and back-office functions enabled doubling service capacity within six months (60 to 120), increasing client appointments by 100/month and maintaining a client satisfaction score above 4/5, addressing limited scalability in service delivery and administrative operations. 🔹 KPI implementation enabled data-driven decisions, increasing average daily output by 50 units (from 500 to 550 units), reducing monthly operational expenses from $50,000 to $40,000, and improving average client satisfaction scores from 4.2 to 4.7 out of 5, addressing prior reporting inconsistencies. 🔹 Established legal/compliance frameworks (HIPAA, 42 CFR Part 2) ensured regulatory adherence and minimized risk, resulting in 0 compliance violations and a 100% successful completion of annual audits, addressing a lack of formal compliance procedures and potential legal liabilities.
Resolutions Therapeutic ServicesDirector of Operations
Jul. 2014 - Jun. 2015
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