Vancouver, Washington, United States
I help organizations and founders turn complexity into execution. Strategic operations leader with 15+ years of experience driving business transformation, client operations, customer lifecycle optimization, program execution, systems modernization, and process improvement across regulated, high-growth, and operationally complex environments. My background spans entertainment payroll, production finance, compliance-sensitive operations, business performance management, customer success operations, strategic transformation, and fractional executive leadership. I specialize in turning ambiguity into scalable execution. That includes: ✔ operational strategy and execution ✔ client and customer lifecycle transformation ✔ KPI dashboards and executive reporting ✔ workflow automation and systems modernization ✔ cross-functional program leadership ✔ stakeholder alignment and governance ✔ scalable process design and continuous improvement Career highlights: • Reduced onboarding timelines by 70%+ • Improved retention by 80%+ • Reduced response times by 70%+ • Automated hundreds of workflows • Led Lean Six Sigma transformation initiatives • Built executive dashboards and reporting frameworks • Drove CRM, workflow, and systems modernization efforts I’ve partnered with executives, operators, technical teams, vendors, and business leaders to improve performance, visibility, customer experience, and scalable growth. As Founder of Elite Focus Global, I also provide fractional strategic operations and transformation leadership to founders and growth-focused organizations navigating complexity, scale, and execution challenges. I bring a blend of strategic thinking, execution leadership, systems fluency, analytics, and AI-enabled productivity to help organizations move faster and operate smarter.
Built and scaled a six-figure strategic operations consultancy delivering fractional executive leadership, business transformation, client operations, customer success, systems modernization, workflow automation, and process optimization across B2B, media, ecommerce, education, and service organizations. Selected engagements included interim and fractional leadership across customer success, growth, operations, systems, and transformation initiatives. Key impact: • Reduced onboarding timelines by 70%+ through workflow redesign, automation, and operational process optimization • Improved retention by 80%+ through customer lifecycle redesign, onboarding optimization, and client success strategy • Reduced response times by 70%+ through ownership redesign, escalation improvements, and communication workflows • Automated hundreds of workflows across CRM, onboarding, communications, operations, and lifecycle systems • Built KPI dashboards, executive reporting frameworks, SOP infrastructure, automation workflows, and operational playbooks • Led cross-functional execution across operations, customer success, implementation, marketing, finance, sales, and leadership stakeholders • Advised founders and leadership teams on scaling execution, systems modernization, operational clarity, and business transformation
Partnered with operational leaders across payroll, residuals, casting, and finance to drive business transformation, workforce planning, operational visibility, and performance improvement in a complex entertainment production ecosystem. Key impact: • Built executive dashboards, KPI reporting, forecasting models, and Qlik-based analytics supporting leadership decision-making • Delivered workforce planning, capacity analysis, revenue forecasting, and operational performance insights for senior stakeholders • Gathered business requirements and translated stakeholder needs into reporting, workflow, systems, and process improvement solutions • Assessed operational efficiency opportunities, cost optimization initiatives, and systems modernization opportunities with business leaders • Served as an operations business partner supporting Payroll, Residuals, Casting, and related operational functions • Collaborated cross-functionally with operations leaders, analysts, managers, and technical stakeholders to improve execution and reporting capabilities
Supported high-volume entertainment finance operations, vendor payments, reconciliation, issue resolution, audit-sensitive workflows, and operational process improvement in fast-paced production environments. Key impact: • Managed accounts payable workflows, payment processing, exception handling, reconciliation, and vendor issue resolution • Served as primary operational contact for vendors, production stakeholders, and finance-related inquiries • Supported month-end close processes, reporting, documentation accuracy, and financial operational continuity • Created procedure documentation and supported process improvement initiatives to improve workflow efficiency and consistency
Supported labor relations and contract administration operations across union entertainment productions, payroll workflows, compliance-sensitive contract interpretation, and operational issue resolution. Key impact: • Interpreted labor agreements, wage structures, fringe requirements, pension/health obligations, and payroll-related contract terms • Configured and validated contracts within payroll systems for production implementation • Served as operational point of contact for payroll coordinators and internal stakeholders regarding contract interpretation and compliance • Supported audits, regulatory updates, documentation management, and operational process improvement initiatives
Led operational process improvement, performance management, reporting modernization, workflow redesign, and systems improvement initiatives within a highly regulated pension and health administration environment. Key impact: • Led Lean Six Sigma transformation initiatives generating $30K+ in operational savings • Automated work distribution processes, repurposing 1,436+ hours of manual labor • Consolidated 624 reporting files into centralized operational tracking infrastructure • Reduced data processing time by 32% through workflow redesign and reporting improvements • Reduced held reports by 26% through operational controls, process redesign, and audit improvements • Implemented paperless process initiatives eliminating 18,000+ annual paper documents • Built KPI dashboards, executive reporting, productivity metrics, and performance management frameworks • Presented metrics, analytics, and performance insights directly to executive leadership including CEO/CFO stakeholders • Partnered with IT and vendors on reporting enhancements, systems improvements, and operational modernization initiatives • Supported budgeting, monthly close operations, audit readiness, compliance workflows, and quality initiatives
Led branch operations, compliance, customer experience, risk controls, performance management, and team execution within a high-volume regulated financial services environment. Key impact: • Managed daily branch operations, audit readiness, internal controls, fraud prevention, and operational compliance • Oversaw $1M+ in branch cash operations, transaction controls, and secure operational execution • Improved customer satisfaction scores by 38% and branch sales performance by 63% • Supported hiring, coaching, performance management, conflict resolution, and branch team leadership • Managed operational reporting, branch performance metrics, budgeting support, and P&L-related oversight • Maintained 100% internal audit performance through proactive operational governance and control execution