Sep 2017 – Aug 2024 · 6 yrs 11 mos · San Francisco Bay Area

• Propeller is a management consulting firm.
• Management Consultant - Sr. Privacy Program Manager for a Large Global Hospitality Technology Company: Led the program via management and coordination of workstream activities across multiple teams through the ecosystem discovery and metadata tool proposal creation project phases.
• Management Consultant - Project Manager for leading global apparel company. Supported Global Head of Privacy in facilitating client, business, and technical system owners through discovery phase the and transition to implementation of record retention strategy process.
• Management Consultant - Change Project Lead for a Multinational Creative and Digital Marketing software company: Led a cross-functional team through the change management strategy, planning, implementation and close out of several large site moves impacting more than 3,500 employees across San Francisco, San Jose, and Seattle.
• Management Consultant - Business System Analyst for a Global Apparel's internal technical business unit: partnered to document and become the subject matter expert of a brand new internally built complex point of sale system.
• Management Consultant - Project Manager for a Global Apparel's Change Management Office: Managed tracking of project deliverables to ensure completion accountability and worked with worked with change management team to facilitate prioritization workshops to land change and process decisions.
• Management Consultant - Project Manager for a Global Apparel's Change Management Office:
• Directed revamp of project plan using best practices to create visibility to project progress in addition to building robust tracking and reporting. Managed tracking of change management related or dependent project deliverables to ensure completion accountability and led multiple weekly project meetings between various stakeholder groups to improve collaboration, transparency, and risk management on project milestones.

Dec 2016 – Sep 2017 · 9 mos · San Francisco Bay Area

• Local, non-profit County Organized Health System (COHS) that manages medical and support services for Medi-Cal eligible residents and other vulnerable populations.
• Consult with internal departments on business requirements for strategic projects
• Create work flows and implement process improvement initiatives
• Manage interdepartmental projects from initiation to implementation

Sep 2016 – Sep 2017 · 1 yr · San Francisco Bay Area

• Freelance Project Management Consultant for a startup based on coaching and mentoring services.
• Creating, maintaining and implementing project plans.
• Building process flows.
• Developing product requirement documentation.

Jun 2016 – Feb 2017 · 8 mos · London, United Kingdom, New York, United States

• Consulting challenge to develop a long term strategy for creating innovative solutions to improve product position for a client in the in home cleaning market.
• Managed a virtual team to deliver 3 client presentations.
• Researched and developed 5 areas for future product innovation in new markets..
• Built and presented business case for a 3 stage implementation plan for a new product line to client executives.

Oct 2013 – Feb 2015 · 1 yr 4 mos · Greater Toronto Area, Canada

• Supervised new product launches and package transitions. Designed social media and content strategy.
• Spearheaded RFP for redesign of firm’s website. Vetted responses from 10 vendors.
• Selected finalist.
• Managed FDA, CFIA & client regulatory requirements to transition to new packaging formats for 3 products.
• Developed timeline and led cross-functional team to completion of 4 projects worth more $10 million on time.
• Created content for websites, brochures and client presentations.
• Managed communications with stakeholders and clients (McDonald’s, M&M Meat Shops,
• Aldi Supermarkets, McCain’s)
• Project Management | Marketing | Research | Data Analysis | Forecasting | Digital Media | Management | Google Analytics| Process Improvement I Social Media I Microsoft Office I Leadership I Research I Change Management I Social Media I

Jun 2012 – Sep 2013 · 1 yr 3 mos

• Communicated with 3 external client teams on a daily basis. Analyzed program results.
• Migrated data and reported results in presentation format for clients (Popeye’s, Canadian Tire
• & Delta Hotels).

Apr 2010 – Jun 2011 · 1 yr 2 mos

• Supported a team of 12 Project Managers.
• Monitored tasks against deadlines, identified risks, and supervised close-out of 5 projects.
• Created an incentive program for Project Managers and led implementation.

Mar 2007 – Mar 2010 · 3 yrs

• Analyzed large sets of data to determine customer behavior patterns and gaps in call center procedures. Developed daily and weekly management reports.
• Identified gap in relationship between 200+ call center agents and support teams. Devised project plan to initiate a deeper understanding of roles provided by 10+ support teams.
• Identified gap in first call resolution process and prepared project proposal to improve process.
• Built dashboards for managers and project sponsors for easy review of key performance indicators.

Aug 2004 – Mar 2007 · 2 yrs 7 mos

• Trained 20+ call center managers, 3 executive and over 200 agents on company customer experience standards.
• Redesigned manager’s customer experience coaching program and improved performance by 20%.
• Performed audit on agent performance report and increased user experience.
• Implemented call monitoring software across team of 200+ agents, 20+ managers and 3 executives.
• Created and delivered training materials to staff to communicate and help understand changes.