Operational Infrastructure & Reporting

• Designed and maintained custom reporting tools to track utilization, time entry compliance, and financial metrics—ensuring accurate invoicing and revenue forecasting.

• Created dashboards to monitor actual vs allocated hours, improving transparency and resource planning.

• Developed daily compliance trackers that significantly improved time entry adherence, earning praise from finance teams.
   

Process Creation & Improvement

• Initiated and led a comprehensive operations program to address undocumented or inconsistent processes.

• Built and managed a JIRA board to track progress across training, staffing, and policy initiatives.

• Provided strategic oversight and documentation guidance to initiative leads.
   

Team Communication & Engagement

• Coordinated monthly team meetings across time zones, creating presentations and compiling metrics for leadership delivery.

• Created and maintained a centralized knowledge hub for team documentation, templates, and operational updates.

• Launched morale-boosting initiatives including virtual events, team awards, and celebration campaigns.
   

Systems & Structure

• Audited and maintained organizational charts and HR systems to ensure accuracy and alignment.

• Created a leveling matrix to define career paths and promotion criteria within the team.

• Acted as liaison with HR and leadership to ensure systems reflected current team structure.
   

Project & Account Management

• Served as project manager and point of contact for multiple client-facing initiatives, including software implementations and portal upgrades.

• Developed project plans, managed deliverables, and facilitated cross-functional collaboration.

• Created and maintained leadership-facing Confluence pages to track priorities, decisions, and approvals.

Leadership Support & Team Advocacy

• Acted as a trusted resource for team members at all levels, providing guidance on procedures, conflict resolution, and organizational navigation.

• Supported leadership by managing communications, preparing presentations, and maintaining operational continuity during transitions.

• Continued to provide mentorship and procedural guidance even after formal leadership structures were introduced.

Onboarding & Culture

• Designed and executed onboarding programs to ensure new hires were equipped with tools, training, and support.

• Acted as a concierge and mentor for new employees, streamlining access and accelerating integration.

• Created cultural engagement programs to boost morale and foster team connection.

 

Special Initiatives & Events

• Led planning and execution of internal events, including team breakouts, award ceremonies, and professional development sessions.

• Developed intake forms, surveys, and presentations to support strategic planning and team-building activities.

• Served as communications lead for internal advocacy groups, managing Slack channels and event logistics.

 

Skills Snapshot

• Strategic Operations & Process Design

• Cross-Functional Leadership & Mentorship

• Change Management & Organizational Dynamics

• Training Program Development & Onboarding

• Client Relations & Project Management

• Systems Expertise: JIRA, Confluence, Workday, Slack, Salesforce, Veeva

• Certified Six Sigma Black Belt & Agile Scrum Master

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