I am a seasoned operations and people leader with over 16 years of experience driving high-performing teams across customer service, technical support, healthcare, and end-to-end Small Business Banking operations, including Non-Voice, Loss Control, and Loss Recovery. As a Resiliency Officer and Risk Point of Contact, I have designed and implemented strategies and business continuity plans to mitigate risk, improve operational efficiency, and ensure organizational resilience. My expertise lies in process optimization, performance management, and developing engaged, capable teams.
In my role as an Operations and Partnership Manager, I serve as the strategic point of contact for Executive Assistant service accounts, ensuring long-term client retention and service excellence. I oversee EA performance, utilization, and engagement, translating client goals into clear workflows, KPIs, and SLAs. I manage onboarding, transitions, escalations, and partnership health, while providing coaching, resources, and support to elevate team performance. I also drive scalable service delivery by coordinating cross-functional teams including HR, recruitment, training, payroll, and QA, aligning operations with organizational and client objectives.
As a Project Manager, I lead end-to-end podcast production and other cross-functional initiatives, overseeing timelines, milestones, resources, and deliverables to ensure projects are completed on time and at high quality. I coordinate hosts, producers, editors, sound engineers, writers, designers, and stakeholders, managing workflow, risk, and scope while standardizing processes and implementing best practices. By providing clear direction, optimizing collaboration tools, and maintaining executive-level oversight, I deliver projects that meet strategic goals, exceed client expectations, and drive audience engagement.
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