Experience

On Tap Consulting

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Consultant

  • Apr 2023 - Present

  On Tap Consulting provides Executive Coaching and expertise in CX, Operations, Sales and Marketing. On Tap works with companies at every stage; the companies cover a range of industries including consumer electronics, enterprise and industrial, medical and wellness, and robotics markets. We provide proactive strategies and planning, as well as execution and reactive crisis management, while contributing passionate experts and a team approach to projects and pain points. Our team can support you in the U.S., Mexico, Europe, and Asia. Show less



KDN Consulting LLC

• United States
• Business Consulting and Services

• CEO and Partner

  • Feb 2021 - May 2023

  Helping businesses find simple and creative solutions to complex CX problems. Helping businesses find simple and creative solutions to complex CX problems.



Juul Labs

• United States
• Manufacturing
• 700 & Above Employee

• Online Customer Operations

  • Nov 2018 - Jul 2020

  Ensured operational integrity of all online customer interactions and transactions, embracing security, logistics, regulatory compliance and NPS. Ensured operational integrity of all online customer interactions and transactions, embracing security, logistics, regulatory compliance and NPS.



Multiple Companies

• San Francisco/Oakland/Mill Valley, CA

• Operations Consultant

  • Jun 2016 - Nov 2018

  I helped companies seeking operational and team leadership. I helped companies seeking operational and team leadership.



PurePlay

• Computer Games
• 1 - 100 Employee

• VP of Operations

  • Dec 2006 - Aug 2015

  I directed the operational functions for an online social casino (6-figure MAUs, ~10K daily users, ~20K monthly subscription members). I oversaw QA, Customer Service, Project Management, Customer Operations/Administration, and Fraud activities, including building and training the teams that performed these functions. Additionally, I managed Development/Technology while recruiting and hiring VP of Engineering to handle these functions, and supervised a team of ~20, including 4 direct reports. I established the QA and Development processes, defined and implemented key program components, and operationalized the business. I managed development and adoption of multiple new products across several platforms, including iOS and Android apps as well as FB applications, and defined and established VIP outreach programs for 6-figure clients. Past successes: ❖Spearheaded dramatic reductions in chargebacks, with excellent success rate of winning challenges. Set up process to maintain low chargeback rate, including appealing product design and process for 5-figure purchasers. ❖Defined and led the company’s senior management decision-making process (from senior directors to C-level executives), resulting in productive discussions of ongoing and upcoming projects. ❖Decreased customer churn significantly, hiring an external company for 1st-tier customer service and building an internal team that managed escalated customer issues (e.g. billing and prize payment inquiries). ❖Built a substantial fulfillment operation, including strategies for providing memberships and distributing prize checks. Contributed to the company’s growth from a Poker-only focus to a full casino. ❖Played instrumental role in sale of PurePlay to RockYou, including management of operational hand-off. Show less



Ayusa International

• United States
• International Affairs
• 1 - 100 Employee

• Director of Operations

  • Jun 2004 - Dec 2005

  I was brought on board to clean up internal processes and roll out new online tools to replace multiple elements of paper documentation. I held full accountability for outbound program management, inbound program documentation and visa approvals, and Student Services for inbound students. I supervised and coached up to 4 direct reports, and defined and executed the operational structure for the organization, including developing new departments and hiring team members. I am proud to have: ❖Reduced inbound student visa and federal approval process by 1 week, ultimately achieving host family placement deadlines for over 2,000 students from 60+ countries. ❖Removed the organization’s probationary status with CSIET through efforts in cleaning up the outbound student exchange process. ❖Implemented online tools for operations and placement staff members, eliminating time-consuming paper element from a rigorous, federally monitored documentation and approval process. Show less



LeapFrog

• United States
• Computers and Electronics Manufacturing
• 200 - 300 Employee

• Director of Publishing Services/Director of Business Program Management

  • Jan 2001 - Jun 2004

  I was hired as the Director of Publishing Services for a rapid-growth educational toy/game company (~500 employees and $60M in revenues during tenure), with a focus on clarifying the process. My position evolved into Business Program Management to oversee monthly, quarterly, and annual business review process for defining LeapFrog’s product plan and business forecast. I was in charge of business operations and product development management, from project approval for initiation to hand-off to manufacturing. Managed Assistant Director and worked cross-functionally on various initiatives. I created and owned internal accounting for all content product development resources. Notably, I: ❖Created a more stable, standardized framework for a company with 2x revenue/headcount growth over multiple years by developing and implementing enterprise project management tools and processes. ❖Increased content product output by 2x. Defined and managed financial and business approval processes for all platform content in a highly centralized, creative environment. ❖Shepherded the product review process, providing guidance of approval requirements for projects. Categorized products to increase understanding of product performance within specific age/grade markets. Show less



SEGA

• Computer Games
• 400 - 500 Employee

• Director of Studio Operations

  • 2000 - 2001

  I joined the early-stage start-up company (eCommerce site focused on kids’ books, videos, toys, and games) that was growing quickly and aggressively – while seeking market share gains within a competitive environment. I was hired to define process for product planning and execution, from go vs. no-go decisions to actual launch. I oversaw all QA activities, leading a team of 10-12, and held accountability for the performance of a 60+-member product development team. Among my accomplishments: ❖Facilitated rapid onboarding and training of new employees to meet the company’s rapid-growth needs, with the team growing to 140+ employees over the course of 1 year. ❖Defined the organizational structure and roles/responsibilities for the Product Development team. Built and managed a top-performing QA team that provided all production changes. ❖Remained with the company for 6 months following its sale to Sega.com. Met with Sega representatives to help them understand FamilyWonder; subsequently assisted with integration efforts. Show less



Mattel, Inc.

• United States
• Manufacturing
• 700 & Above Employee

• Director of Studio Operations

  • 1998 - 2000

  I led the development of process creation, integration of newly-acquired Product Development organizations, and full QA management for the #1 software publisher in the world. I shipped close to $500M in software annually, and reorganized Software Engineering and Development at the primary development facility, from product teams to functional management groups. I led the development of process creation, integration of newly-acquired Product Development organizations, and full QA management for the #1 software publisher in the world. I shipped close to $500M in software annually, and reorganized Software Engineering and Development at the primary development facility, from product teams to functional management groups.



Creative Wonders

• Redwood City

• Manager of QA and Product Support

  • 1996 - 1998

  I directed QA and Customer Service functions for the #3 publisher of children’s software (company grew from #12 to #3 during tenure). I reduced peak software testing costs while increasing testing capacity by over 2x, and decreased call hold times for incoming customer contacts while the call volume doubled. I directed QA and Customer Service functions for the #3 publisher of children’s software (company grew from #12 to #3 during tenure). I reduced peak software testing costs while increasing testing capacity by over 2x, and decreased call hold times for incoming customer contacts while the call volume doubled.