Experience

Unity & Company
• United States
• Business Consulting and Services
• 1 - 100 Employee
• Transformation Coach

  • Oct 2023 - Present

Intel Corporation
• United States
• Semiconductor Manufacturing
• 700 & Above Employee
• Global Customer Success Quality Program Manager

  • Jul 2022 - Present


Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Program Manager, Global Quality Operations

  • 2020 - Jul 2022

  Partnered with cross-functional teams to execute strategic quality initiatives that drove performance improvements on a global level. Understood program KPI performance versus goals and partnered with global support teams on prioritizing organizational needs in a scalable way. Coached and mentored team of in-region quality SMEs and customer facing Liaisons while evaluating quality adherence and delivering quality reviews. Delivered training to new Liaisons, identified training gaps, and… Show more Partnered with cross-functional teams to execute strategic quality initiatives that drove performance improvements on a global level. Understood program KPI performance versus goals and partnered with global support teams on prioritizing organizational needs in a scalable way. Coached and mentored team of in-region quality SMEs and customer facing Liaisons while evaluating quality adherence and delivering quality reviews. Delivered training to new Liaisons, identified training gaps, and designed training materials in partnership with Training Specialist. Interviewed and identified top talent in partnership with Senior Leaders. Facilitated new employee training and onboarding for full time and temporary hires. Redesigned quality standards for the organization in partnership with global quality team. Identified quality improvement opportunities through weekly data analysis and quality evaluations. Lead and assisted with ad-hoc projects, including platform migration, quality and training redesigns, brand awareness campaign, and operational support infrastructure. Show less

• Customer Relations Team Manager

  • 2018 - 2019

  Austin, Texas, United States Coached and developed a team of 15+ Advisors during peak NPI volumes including goal setting to drive CSAT and performance metrics. Crafted talent development and career coaching plans to identify Advisors’ key strengths. Partnered with peers and Senior Leadership to identify process improvement opportunities and implement changes to improve operational effectiveness

• Executive Liaison

  • 2017 - 2018

  Austin, Texas Partnered with cross-functional teams and internal stakeholders to create solutions to resolve complex issues for Apple's most influential and high profile customers. Conducted root cause analysis to address customer experience breakdowns and provided feedback to Apple’s Senior Leaders and Executives. Identified and escalated emerging product and customer dissatisfiers, and implemented strategies to improve operational effectiveness.



Capital Group Private Client Services

• United States
• Investment Management
• 100 - 200 Employee

• Client Relationship Associate

  • Mar 2015 - Jul 2016

  San Francisco Bay Area Returned to Capital Group and advanced career in financial services with a role supporting high net worth clients with assets in excess of $2 billion from $500 million. Partnered with a team of investment advisors to assist with management of over $2 billion in assets for ultra-high net worth clients in a fast paced, highly regulated environment. Prepared strategic and specialized reporting and correspondence for prospective and current clients, managed complex customer issues, and identified… Show more Returned to Capital Group and advanced career in financial services with a role supporting high net worth clients with assets in excess of $2 billion from $500 million. Partnered with a team of investment advisors to assist with management of over $2 billion in assets for ultra-high net worth clients in a fast paced, highly regulated environment. Prepared strategic and specialized reporting and correspondence for prospective and current clients, managed complex customer issues, and identified and offered solutions to overcome operational inefficiencies. Show less



Morgan Stanley Wealth Management

• Financial Services
• 200 - 300 Employee

• Client Service Associate

  • Mar 2014 - Mar 2015

  San Francisco Bay Area Supported a a team of financial advisors in a 50+ person branch, including the transition of a book of business between brokerage accounts, by designing customized reports, establishing new accounts, and facilitating asset transfers. Drafted a business plan, including targets to balance asset growth and customer retention, to assist financial advisors in managing their portfolio. Assessed clients’ needs for new products and services while providing high touch service.



American Funds

• United States

• Client Services Team Manager

  • 2008 - 2013

  Scottsdale, Arizona Managed a team of 10 financial services associates with cross-functional responsibilities Audited 80 articles in the internal knowledge base to update, deprecate, or clarify as appropriate Facilitated team meetings and call calibrations, completed quality reviews and conducted side-by-side coaching and feedback sessions. Designed training materials, delivered presentations to leadership, and served as a SME for 5 service centers in Small Business Services. Supported the launch of a… Show more Managed a team of 10 financial services associates with cross-functional responsibilities Audited 80 articles in the internal knowledge base to update, deprecate, or clarify as appropriate Facilitated team meetings and call calibrations, completed quality reviews and conducted side-by-side coaching and feedback sessions. Designed training materials, delivered presentations to leadership, and served as a SME for 5 service centers in Small Business Services. Supported the launch of a self-service tool for Small Businesses to manage their fiduciary products independently.

• Contractor Team Manager

  • 2006 - 2008

  Scottsdale, Arizona, United States Hired as a phone representative and promoted within first 9 months into a Team Manager role. Performed quality reviews for 40 contractors and led coaching sessions for their development. Utilized strong communication and relationship building skills to serve as a liaison between contractors, Human Resources, employment agencies and business leaders.



Starbucks

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • 2001 - 2006

  Multiple Locations, Arizona Joined as a Barista and was promoted to Assistant Manager of the highest volume store in the Southwest region ($1 Million Store tier) with a team of 25+ employees. Made strategic marketing and staffing decisions based on thorough analysis of Profit & Loss statements, labor and productivity reports, and inventory invoices. Managed inventory orders in a high-demand drive-thru location with upwards of 2 weekly orders for paper, perishable and retail supplies with varying lead times. Recruited… Show more Joined as a Barista and was promoted to Assistant Manager of the highest volume store in the Southwest region ($1 Million Store tier) with a team of 25+ employees. Made strategic marketing and staffing decisions based on thorough analysis of Profit & Loss statements, labor and productivity reports, and inventory invoices. Managed inventory orders in a high-demand drive-thru location with upwards of 2 weekly orders for paper, perishable and retail supplies with varying lead times. Recruited, selected, trained and developed a team of Shift Leads and Baristas. Achieved 5-star customer service satisfaction - the highest honors - from secret shopper program. Show less