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Professional Summary
Experienced in project and operations management across industries | Exceptionally skilled at planning, organizing, and delivering medium to large-scale, complex projects within tight deadlines | Proven success in strategic operational improvements and problem solving | Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals
Skills
Program Management
Business Operations
B2B SaaS, Cloud & AI
Data Analysis & Visualization
Cybersecurity Customer Success
Pre-sales & Post-sales Customer Journey
Digital Transformation
Agile Methodologies
Strong Organizational Skills
Cross-functional, Global Collaboration
Work History
07/2020 to CurrentSr. Operations Project ManagerDb Schenker | Eagan, MN,
Developed and automated churn risk and customer usage reporting for early warning signs across Customer Success and Sales teams
Analyzed customer usage data and identified gaps, driving increase in CS first time to value Q/Q
Automated Sales to CS handover form and monitoring results to continuously improve process
Developed KPIs and monitoring CRM system for reporting and data validation to recommend CS improvements
Operationalized strategic Customer Success initiatives across Cloud & AI teams and CS Ops team, including customer account segmentation
Collaboration with Finance, Customer Experience team, Product, IT, and Sales to continuously improve customer experience
Launched digital Customer Success program, increasing Customer Success engagement from 5% to 95%
Implemented internal and customer facing automations in partnership with IT to scale CS organization
Launched 1:Many Customer Success events including office hours and webinars for scalable customer enablement
Designed Customer Success digital journey and published on Live Community in partnership with Community and Customer Success Engineering teams
Managed No Customer Left Behind initiative, increasing customer contacts by 15% for Customer Success digital engagements
Interviewed, coached and led Operations and cross-functional team members to enable their growth and facilitate collaboration
08/2019 to 05/2020Project Operations ManagerAlvarez & Marsal | Houston, TX,
Scoped and managed budget, procurement, operations, and project closure for medium to large commercial projects with over $300K budget and residential interior design projects
Managed daily team operations to ensure designers and projects were on track to meet company growth goals
Scoped and implemented operations improvement projects for Interior Design team, including performance data analysis, marketing plan effectiveness
10/2018 to 08/2019Finance & Operations ManagerBechtel | Vanderburg, NJ,
Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives, and reporting for C-Suite Executive team
Planned and executed company-wide office relocation, subleased previous office, managed space planning and interior design for new office, and negotiated with vendors to reduce project cost by 10%
Outlined work plans, mitigated risk, determined feasibility for project goals, requirements, resources, timelines and budgets, delivering projects within strict timeframes and budget constraints
Produced monthly invoices, generated reports, managed accounts payable, bookkeeping, accounting reconciliation, project cost & variances, forecasts, and recommended changes to reduce cost
Orchestrated successful marketing events, newsletters, campaigns and planned associated travel for all speakers and attendees, facilities and support services, resulting in 5% ROI
Established and administered annual budget with effective controls to prevent overages, minimizing burn rate by 4%
Protected company assets with strategic risk management approaches
Partnered with IT and Executives to develop robust financial business plan with detailed benchmarks and action plans
10/2011 to 09/2018Administrative AssistantPathways Home Health & Hospice | City, STATE,
Created daily reports to advise leaders on corrective actions and process improvements across 5 departments at 3 office locations
Streamlined office operations by effectively monitoring and addressing client correspondence
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
Interviewed and coached new employees on administrative procedures, company policies and performance standards
Education
Expected in 10/2018BA | Business and ManagementSan Jose State University, San Jose, CAGPA:
Certifications
Certificate, Project Management Fundamentals - City College of San Francisco
Certificate, Introduction to SQL - City College of San Francisco
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