Resume
Recent Professional Experience
09/2022 - 01/2024
Senior Manager
Product Offer Strategy
& Development
Charles Schwab
Partnered with Directors, Managing Directors, and stakeholders to execute business-critical initiatives, including:
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Reduced new advisor transition time by 50% through internal data analysis, competitive review, customer journey mapping, and development and implementation of more robust internal processes and oversight
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Developed three Net Promoter Score and Customer Experience Score surveys to obtain advisors and end-client feedback related to loan originations in conjunction with the rollout of a digital application experience
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Optimized 1,500+ pages of internal knowledge center content, ensuring accuracy, completeness, and alignment with a new intuitive framework supporting the future-state vision of the business
08/2021 - 07/2022
Operations Strategy Manager
Snapdocs
Directed high-impact initiatives to tackle business challenges for a high-growth B2B SaaS Series D startup, including:
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Created and implemented productivity and performance model for 100+ User Operations Specialists, enabling more effective workforce management, clearer performance reviews, and improved team performance
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Implemented the Voice of the Customer program, developing multiple Net Promoter Score and Customer Satisfaction surveys and identifying feedback trends and tracking impact of initiatives on customer satisfaction
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Responsible for the company’s Catalyst vendor partnership for CSM needs, ensuring the platform effectively met the unique needs of Sales, Implementation, and Customer Success teams
06/2019 - 07/2021
Vice President,
Strategy Consultant
Wells Fargo:
Digital Solutions for Business
Supported business operations program management needs for digital, API, fraud, and transformation teams, including:
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Directly supported leadership with various group-wide efforts including optimizing group hiring processes for effective headcount planning and coordination of staff meetings, all-hands events, and senior leader meetings
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Oversaw $40M program supporting Wholesale API, digital transformation, fraud, authentication, and digital channel initiatives managing annual planning activities, ongoing financial oversight, and stakeholder communication
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Spearheaded the development and execution of a DE&I program to improve recruitment and retention, career development, and mentorship and sponsorship offerings while fostering inclusivity across the 300+ person
Recent Volunteer Experience
01/2023 - 01/2024
PRIDE ERG Co-Lead
Charles Schwab
Organized quarterly events to engage San Francisco and virtual LGBTIQA+ communities, authored the quarterly newsletter, managed financial planning needs, and developed inaugural SF Pride Parade participation plan.
08/2021 - 07/2022
Pride Pond ERG Co-Lead
Snapdocs
Co-led the company’s first LGBTQIA+ ERG, developing the group’s mission, identifying company engagement opportunities, and managing ongoing financial needs and audits.
Recent Awards
2020
Distinguished Toastmaster
Toastmasters International
The highest level of Toastmasters International accomplishment; demonstrating public speaking and leadership proficiency
2018
Golden Spoke
Wells Fargo
Awarded only to top 4% of performers; successfully led the annual financial planning cycle supporting while two levels of leadership were absent
Education
2004 - 2008
B.A. of Linguistics
University of California, Berkeley
I earned my BA in Linguistics from UC Berkeley, where I explored the fascinating realm of language and communication. Alongside my studies, I passionately pursued language acquisition, immersing myself in Mandarin, Italian, and Yurok. Additionally, I contributed to the community by teaching art classes through the Democratic Education at CAL program, fostering creativity and expression.