• Conducted on-site customer operational and systems analysis for the identification of problems and enhancement opportunities.
• Drafted proposals, including detailed reports that outline the findings and recommendations for process improvement.
• Based on results, designed solutions and hardware/software specifications by creating detailed documents.
• Supported customers by using data analytic tools, identifying ways to improve KPIs and creating a solution deployment strategy.
• Ensured testing and customer training are referred to support organizations and created project plans to monitor progress, ensuring all milestones are completed as projected.
• Effectively discussed products, services and solutions with customers to ensure client retention and assisted customers in the design and development of marketing plans for products and services.
• Communicated marketing campaigns, participated in sales and proposal presentations and completed ongoing team account activities.
• Identified product sale opportunities to fulfill customer's current or future needs and communicate to the appropriate sales team.
• Assisted in evaluating marketing plans, identifying strategic marketing initiatives and monitoring the program's performance.

• Collaborated with Senior Business Consultants supporting key deliverables and demonstrated the ability to grasp new knowledge.
• Gained an understanding of and contributed to various consulting teams including Commercial Analytics, Strategy, and Content.

• Answered phone calls and email inquiries and gathered information by phone from prospective niche market program customers.
• Facilitated the application process between Lockton Affinity and the customer and made consultative presentations to customers.
• Built professional relationships with internal and external customers and responded to all requests from external and internal clients.

• Answered phone calls and email inquiries and gathered information by phone from prospective niche market program customers.
• Facilitated the application process between Lockton Affinity and the customer and made consultative presentations to customers.
• Built professional relationships with internal and external customers and responded to all requests from external and internal clients.

• Created dashboards and configured Service Level Agreements (SLAs) for accurate reporting.
• Attended daily stand-ups (scrum) and participated in core team hours as the product owner, including answering development & testing questions along with prioritizing and refining stories in the backlog.
• Facilitated a strategy meeting with a customer to elicit high-level requirements for a new eort/initiative.
• Participated in backlog refinement meeting, assuring work is prioritized to support overall BI vision and project team has clarity on near and long term goals.
• Assisted with working sessions with a cross-functional team to gain alignment on an approach for solving a major roadblock.
• Assisted with stakeholder meetings to walk through a strategic roadmap and conducted 1x1 meetings with cross-functional teams to better understand requirements and reporting.
• Created engaging communication materials for a project going live soon (release notes, demos, etc.) and used the ticket and incident management system for automated delivery.

• Co-authored contracts which define the details of the scope, estimates, resourcing, cost, and RACI for engagements between Accenture and its clients, assisting in the capture of over $16 million in revenue.
• Managed and mentored over 7 Accenture business analysis and design consultants through targeted personal development plans and regular 360-degree feedback discussions, resulting in client praise for each consultant's proficiency.
• Led workshops with cross-functional leadership of a Canadian financial institution to define, plan, and prioritize 50+ commercial loan origination software features, resulting in a 15-month roadmap and an integrated work plan across teams.
• Created 444 net new user stories for the existing product backlog of a Canadian financial institution's commercial loan origination software through a holistic assessment of client artefacts, leading to a more complete backlog and budget.
• Owned a Canadian financial institution's product backlog and sprint plan for a commercial loan origination software, resulting in 500+ user stories being delivered to plan and the soware exceeding the project's business case targets.‍

• Facilitated user story writing workshops for 14 months with cross-functional leaders of an American financial institution, resulting in the creation of countless user stories for the client's future state customer portal and loan origination software.
• Designed intuitive and user-friendly solutions for the aforementioned customer portal and loan origination software user stories, which contributed to 10%+ improvements in processing times, sta satisfaction, and application volumes.
• Analyzed and redesigned the processes and roles of an American financial institution to realize the full potential of their new soware,leading to transformational change across people, process, and technology to align with industry best practices.
• Collaborated with change management specialists to assist in creating training materials and 8 job aids for the American financial institution's employees, ensuring employees understood and felt comfortable with the transformational change.‍

• Facilitated process mapping and requirement gathering workshops at a Canadian financial institution, resulting in over 15 future state process maps and 525 requirements for a CRM and commercial loan origination software.
• Reported regularly to senior client leadership of a Canadian financial institution on the performance of their sales software and the utilization patterns of users; identified and reported events totaling over 1200 system errors, 1300 user errors, and 16,000 delays across 2,200 sales cases,leading to 20+ intakes and 100+ defects logged to improve the software.
• Trained over 100 employees of a Canadian financial institution across 60 branch locations on their sales software, and used these employee interactions to gather feedback to launch further improvement.

• Led all aspects of marketing and communications for local home trades and design service companies, including strategy development, brand management, public relations, and social media.
• Drove regional and local brands with solid consultation services in the following categories: Marketing Management, Demand Generation, Marketing Automation, Marketing Data Analysis, Brand Strategy, Marketing Operations, Google Ads, and Web Design.
• Proven success in developing and executing marketing plans that achieve desired results, including lead generation and increased market share. Demonstrated expertise in digital marketing, including SEO, SEM, and social media marketing.

• Developed 2 brand strategies resulting in complete brand redesigns in 2020 and 2021, implemented SEO/SEM strategy, and increased results for key metrics to Top 5 regionally.
• Designed online ad campaigns through Google, Facebook, and LinkedIn to drive online traic and brand awareness.
• Redesigned website with each brand redesign to promote a more creative, inspirational design company and support the company's move to Downtown Petoskey.
• Created email newsletter campaign materials, and utilized marketing automation to drive lead nurturing.
• Introduced company blog to promote thought leadership and inspiration and planned and designed the QM online shopping space.
• Responsible for overseeing e-commerce site development and marketing operations.

• Designed and maintained a company website that increased traic online by 70% and online retention by over 60%.
• Increased social media outreach by over 150% and created and published advertising material for print and online distribution that contributed to record-breaking sales years for the business.
• Utilized Search Engine Marketing (SEM) and online marketing strategies to increase brand awareness and new sales inquiries.
• Created marketing plans using real sales data (CRM) and market analysis (Google Analytics proficient).

• As a Web Marketing Specialist at Home Instead, engaged in telling the clients' story through video testimonials.
• Advocated and helped to produce video testimonials that were oen a deciding factor in driving new business and attracting new owners to start their franchises.
• Maximized the visibility of each franchise in their local market and interviewed each franchise, crunching their market numbers provided an excellent basis for determining their direction and plan of action going forward.
• Created collateral to drive online advertising campaigns and public relations (PR) programs and managed client and community relations assessing market needs.
• Promoted localized online presences in over 900 markets while managing search engine optimization (SEO), search engine marketing (SEM), and pay-per-click (PPC) best practices.
• Developed viral video campaigns that contributed to increased brand awareness and social outreach by 12% in North America.
• Increased business inquiries by initiating and implementing new video and online initiatives.

A highly analytical and versatile Product Manager with 12+ years of experience in building cutting-edge SaaS products from ideation to launch with a proven track record of delivering product enhancements, automated business solutions, and advanced digital tools to resolve customer pain points, strengthen client operations and facilitate the long-term retention of their accounts.

• Led the discovery activities, including defining EPICs, User Stories, and Acceptance Criteria for assigned system modifications, maintenance, and enhancement projects for a State government’s IE system providing 64 types of assistance to upwards of 8 million recipients annually.
• Liaised with product owners, system engineers, program managers, etc. to align the vision, product backlog, and product roadmap in an AGILE/Scrum product development process to deliver end-to-end solutions.
• Directed the product life cycle of an initiative valued at $3.4 Billion that provided meals for 3.2 million constituents.

• Conceptualized MVP for a digital banking platform – researched target market, customer requirement, and competitive landscape, provided market entry analysis and detailed product roadmap; blueprint incorporated in bank’s 5-year strategic plan.

• Established a centralized e-learning management product to streamline training delivery; ensured 100% compliance, and slashed administrative & delivery costs by 50% per year.
• Spearheaded the development of a new web portal that streamlined the project management processes across business units, standardized the workflows and the project lifecycle, and improved process efficiency by 50%.
• Identified the customer pain points by collecting data through multiple channels and delivered a product optimization strategy that improved customer satisfaction by 100% and reduced usability-related issues by 80%.
• Designed a collaboration and document sharing web product, fostering seamless collaboration between 20 teams, improving the productivity of nearly 250 employees by 10% through process automation initiative; resulting in yearly cost savings of approximately $1.6 Million.
• Directed implementation of a centralized web collaboration and document sharing platform for 5,000+ employees across 12 locations.
• Enhanced user experience of e-learning product by analyzing customer feedback, performing A/B testing, and developing additional features identified through the assessment of customer’s needs.
• Conceptualized, developed, and implemented an automated project design control SaaS platform within a compressed 90-day time frame, leading a 20-member cross-functional team of designers, engineers, and stakeholders.

• Led the knowledge transfer process for integrating new clients with our platform by allocating resources, setting timelines and project deliverables, reducing the client onboarding period by 35%.
• Initiated and implemented the idea of centralized request management for the world’s largest aircraft manufacturer to replace four different vendor support applications and provide customers a single user-friendly interface for request and incident reporting.

Senior Consultant of Risk Advisory Services with XX years of experience in risk advisory, vendor governance, and risk management. Demonstrated track record of identifying and mitigating risks, especially in governance and operational excellence. An expert in risk management, risk advisory and sourcing.

• Led a team of 5 consultants for a Contract and Invoice Management project with Finance and Internal Controls to review contracts with IT outsourcing service providers and summarize key obligations for completion of PO and GR creation and Invoice validation for payments.
• Program Manager for a Bulk Hire project, led a team of 7 consultants to conduct an operational risk assessment - identified key risks and controls, implemented Vendor Governance framework to improve Vendor risk management for one of the leading global Investment Banks.
• Addressed the requirements of the business resulting in a 16% improvement in the efficiency of the process for identifying IT vendors, agreeing and executing the contracts with conversion clause by ensuring the required competence and skills within 2-3 weeks of resource selection.
• Led the improvement of vendor portfolio study by focusing on vendor performance metrics and engaging with clients to ensure accurate and complete data was collected to identify business opportunities.

• Spearheaded the sourcing and governance function for the audit, financial consulting, tax and legal category of Big 4s and Tier 1 suppliers and executed individual sourcing projects, through supplier selection and execution of RFP/RFQ/RFX, across a portfolio worth USD 30Mn, to deliver USD 2.5Mn in savings.
• Led the implementation of Vendor Governance Framework for over 1,200 managed supplier relationships, including transitioning contracts into governance tools for tracking contractual obligations, performance and risks, invoice validation, measurement of supplier performance, and compliance with governance policies.
• Reduced the number of tail-end vendors from 1,000 to 115 by reviewing the spend and PO data and removing the vendors with low spending, low frequency of POs, and a low number of active POs. This was a key initiative toward vendor/spend consolidation.
• Delivered 500+ days of cost avoidance by performing a spend analysis of the audit, financial consulting, tax, and legal category and executing category sourcing projects that identified potential suppliers, renegotiated contracts with existing suppliers, and implemented a governance model to manage future spending.
• Managed the risk of SBUs by mitigating risk incidents, spearheading the annual RCSA, and aligning activities with the C-Suite to ensure timely closure of controls.
• Provided high-level data and metrics and analysis for large sourcing projects to aid preparation for negotiations, benchmarking, discounts, rebates, and rates.

Director, Business Operations with 6 years of experience in starting and managing a business, overseeing operations, and driving quality improvement. Proven track record of developing and launching new products, as well as increasing overall sales volume. Experienced in quality control, staff hiring and training, process improvement, and managing government contracts. Seeking a new opportunity to continue to drive growth in a dynamic and fast-paced environment.

• Led a team of administrators, developers, analysts, and project managers supporting company-wide business systems including Salesforce, CPQ, Service Cloud, NetSuite, OpenAir, Jira, SharePoint, Alteryx, Power BI, and Tableau.
• Built a team of data engineers, data analysts, and automation experts working with Microsoft Azure technologies including Azure Data Factory, Azure Purview, Azure Data Lake Storage, Azure Functions, and Azure Logic Apps to develop and maintain a comprehensive analytics workflow.
• Implemented an Agile SDLC for Salesforce, NetSuite, and data pipeline development to speed time to delivery, improve system performance, and reduce resource needs by 50%.

• Conceptualized technical architecture in Azure to meet future functionality and scalability needs for analytical workloads.
• Created and implemented a comprehensive analytics workflow in Azure, Alteryx, and Power BI and expanded access to all customer experience teams with a $15,000 reduction in annual spending from the previous solution.
• Developed strategy and deployed systems, tools, and process automation to reduce customer effort, enable teams, increase customer retention, and grow recurring revenue.

‍• Led a team of 10-15 engineers and architects implementing, scaling, and maintaining complex enterprise digital signage solutions for Fortune 500 companies.
• Managed, planned, and delivered multiple major digital transformation projects, including deployment of a new PSA system and a new server test environment platform.
• Developed and implemented multiple process automation workflows to reduce administrative overhead by an average of 2 hours per week per team member.

• Provided technical and project management support for Four Winds Interactive's digital signage platform running on Microsoft Windows Server, Microsoft SQL Server, and various client endpoint devices with a focus on data and systems integrations.
• Managed the infrastructure and services for over 30 servers across multiple enterprise clients.
• Authored technical knowledge base articles on system monitoring, system setup, upgrade strategy and consideration, and reference architectures for implementing enterprise digital signage networks.

• Designed and implemented scalable systems architecture for 500 to 4,000 endpoint enterprise digital signage networks.
• Provided Windows Server administration, network engineering, and endpoint administration and developed strategic and operational plans for supporting large-scale networks.
• Designed, developed, and deployed custom data integrations for visualizing existing customer data.

• Developed and deployed custom remote monitoring and management solution for Marriott GoBoard to more than 700 hotels.
• Effectively built and maintained relationships with new and existing clients.
• Interfaced remotely with non-technical stakeholders and supported implementations of small to medium-sized digital signage networks with 1-200 endpoints.

Director of Operations with 6 years of extensive experience in Lean Management, PRINCE2, and continuous improvement. Proven ability to lead teams and deliver results within budget. Currently applying for a position at Company A as a Director of Operations.

• Managed and converted leads by working with new incoming leads by phone, email, text, and 3rd party vendors.
• Funnelled new qualified leads into the sales pipeline by following up with each prospect via email, phone calls, or other forms of communication resulting in increased lead conversion by 25% (3.52% 2020 - 4.43% YTD 2021).
• Generated qualified leads for the sales team so customers can be assisted in a timely manner, resulting in a 12.8% YTD increase in total closed sales volume.

• Supported the sales and leasing activities for the community through diligent phone outreach and providing in-person tours of this non-profit independent senior living community.
• Cultivated relationships with prospects through empathy and listening and assisted prospects to determine the best option for retirement and help coordinate a plan to achieve it.
• The community achieved 100% occupancy while coping with COVID19 in the entry fee community. Achieved 100% occupancy in new 35 unit independent apartment building within 12 months of accepting residents.

• Responsible for selling, leading, and directing the overall operation of an independent and enriched housing senior living community.

• Provided professional real estate services to clients interested in buying or selling residential property in New York's Capital Region.
• Focused on providing clients with excellent customer service, sound counsel, and a delightful outcome. Responsive, thorough, and innovative.

• Interviewed local business and civic leaders, wrote articles addressing new businesses, products, and strategic initiatives for these monthly business publications.

A dynamic Hospitality professional with 21 years of experience in Rooms Division and building operation. Strong understanding of customer service, front desk operations, and revenue management. Skilled in building cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges.

• Directed all functions of the Front Desk, Program assistances, Maintenance, Laundry, Custodial, and Housekeeping, including staffing and scheduling.
• Demonstrated successful experience with supervision of custodial, grounds, and maintenance staff.
• Anticipated potential problems or concerns by reviewing and monitoring complaints, operational issues, business flow, and associate performance; handle requests in a fast-paced environment by coordinating with other departments to ensure all Guest requests are met.
• Ensured all setup of programs and events are in place and ready and assured the timely execution of work orders and service calls.
• Ordered supplies and materials to properly maintain the property and interpreted and administered programs and procedures following approved policies.
• Participated in all projects, renovations, and programs to ensure that all factors of housekeeping operations are considered with high standards.
• Responsible for the smooth, efficient, cost-effective operation of the housekeeping department, including labor management, inventory control, product selection.
• Approves all department purchase requisitions and assisted in the selection of employee uniforms and determination of uniform purchase requirements.

• Directed all functions of the Front Desk, Fitness Center, Laundry, and Housekeeping.
• Laid the groundwork for a vendor relationship with a major corporation and developed a solid relationship with the vendor, and set the stage for future business.
• Developed and provided training programs for employees as required, ensured the Rooms team is knowledgeable and fully adheres to standards, and communicated with all departments to create a guest-centric experience.
• Assigned duties, supervised, trained, cross-trained, retrained (when needed), and motivated all Front Office employees.
• Reviewed employee performance providing feedback continually, coached and counseled assisted in disciplinary meetings, and maintained records of absence(s) and tardiness.
• Carried out daily communications with Housekeeping and Engineering staff to ensure proper room status.

• Observed front desk and telephone attendants and ensured that their duties are completed in accordance with established policy and procedure.
• Directed and trained front desk staff and operators, assisted in new-hire and trainees, and directed and assisted front desk staff and telecommunications in organizing breaks, ensuring efficient and timely completion of work.
• Observed front desk agents and ensured that procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements, and deposits are handled correctly.
• Provided clerical assistance for a variety of routine and standardized tasks for multiple administrative departments.

• Oversaw answering of incoming calls and provides appropriate information to callers and screened and routed calls to the appropriate destination, taking messages for department or staff.
• Greeted visitors, clients, staff, and others in a prompt, professional, and courteous manner; ascertains nature of business and directs visitors to appropriate department or staff.
• Answered all guest inquiries in a timely and professional nature and handled all forms of payment and daily revenue deposits.
• Created reservations and group blocks and worked as building facilitator but dispatching various requests to the appropriate team.

• Prepared proposals and pitched to investors for fundraising and raised a total of 76 million won grant from the Korean Government which was used for hiring, marketing, and accounting support.
• Raised 3,000,000KRW for building B2B relationships through a USA-Korea joint-expansion program operated by the Yangjae RCD Innovation hub.
• Increased sales revenue by 56% in 2018 by providing resume services to B2B customers like Seoul National University and Ewha Woman’s University.
• Managed participation in a Global Expansion Program supported by Hanwha and Chungnam Creative Economy Innovation Center.• Researched the Chinese market and built business relationships with Chinese companies on a four-day trip through China.
• Recruited over 1,500+ attendees to nine global career seminars through digital marketing and collaborating with industry-leading partners such as IE Business School, WANTED, Comento, Seoul National University, and AIESEC.

• Monitored China market trend research using Chinese & Korean search engines as well as organized data to create a business proposal to recruit customers trying to enter the Chinese market.
• Conducted studies to manage Chinese promotional channels such as Baidu, Weixin, Weibo as well as built a cooperative system with a Chinese PR agency to make preparations for developing viral marketing strategies and held offline events for recruiting customers.
• Translated 11 Chinese documents including news articles, contracts, and proposals.

• Managed 5 big social media channels like Naver Post, Blog, Instagram, Facebook, and YouTube by developing daily content and implementing ten events increasing followers by 200% on average.
• Analyzed and reported results directly to clients using Naver marketing cloud software, an advertisement agency, and also offered performance recommendations to improve campaign effectiveness on a weekly basis.
• Conducted competitor analysis by keeping abreast of trends and competitors' moves and reported to the client daily.
• Researched and developed client case studies to create a viral marketing proposal for the client.

• Led and operated 16 local committees with members based out of top universities in South Korea numbering more than 500 members and managed 50 marketing members in the local committee as a member of the executive board.
• Delivered strategies to local committees to develop new customers by providing national training sessions and learning materials for more than 250 members on multiple occasions.
• Provided brand management to local members in order to increase internal brand awareness and conducted brand audits quarterly using online tools to track changes in brand awareness and to develop marketing strategies.
• Operated Global Internship sessions and diverse online promotion strategies using the official website and Facebook.• Organized a National Design Team to create two brochures and three posters using photoshop for internal and external customers and partners.