San Diego, California, United States
As a person-first practitioner, I'm dedicated to creating inclusive and culturally responsive environments that foster holistic development. With experience spanning Higher Education, SaaS, Customer Experience, Instructional Design, and Life Coaching, I bring a diverse skill set to the table. From leadership development and strategic planning to people management and community outreach, I've got you covered. Above all, I'm committed to leveraging my expertise to create positive social impact for minoritized communities.
• Built the company’s Talent Development, CX Assurance, Knowledge, Support Enablement, and Product Enablement functions while simultaneously delivering continued excellence in each. • Co-created 55+ training modules in instruction-led, e-learning, and social learning formats to create an enablement program that resulted in a 39% increase in productivity in Support agents. • Onboarded 500+ employees with a 99% success rate in role KPI attainment within 90 days. • Implemented a hybrid orientation program that reduced time to ramp by 104%, reduced people power resources by 176%, and maintained a 99% satisfaction rate across new hires. • Crafted a robust CSAT survey program across multiple teams that resulted in industry-leading CSAT scores of 93%+, even for Technical Support and Escalation teams. • Architected a QA monitoring program within ClickUp that measured and assured high-quality standards in multi-contact cases; it was so successful that we began to market it to clients. • Created CX Analysis processes to identify long term CX survey and Quality trends that resulted in process and policy improvements with 20%+ gains in customer critical and business critical categories.
• Developed an 8-week curriculum intended to help individuals with chronic pain reclaim their lives across topics of pain management, identity, mindfulness, and more • Collaborated with doctors, nutritionists, personal trainers, and other specialists to ensure scientific accuracy of recommendations • Implemented patient interviews, control groups, and various survey models to evaluate program effectiveness.
• Research, storyboard, and build skills-based micro-courses that are designed for learners across the globe. • Design and facilitate instructor-led trainings for full-time staff, interns, and volunteers within Rumie. • Utilize design thinking to work autonomously, collaboratively, and efficiently within a team setting to provide deliverables in two-week sprints. • Operate as team lead for a group of 10 volunteer learning designers in three-month increments.
• Responsible for the planning, implementation, operation, and evaluation of a comprehensive residential curriculum for the 450 first-year students of Gillson Hall. • Developmentally supervise 15 Residential Advisors and 1 Assistant Residence Director to ensure successful execution of administrative, curriculur, and team duties while also prioritizing their individual self-actualization and goals. • Serve within campus-wide on-call rotation responding to emergency and crisis situations for the entirety of a residential community of 2,500.
• Closely advised a group of undergraduate peer educators in matters such as health and wellness promotion, event management, and leadership development as it relates to student and community wellness. • Actively researched and implemented best practices in the field of health promotion with a particular emphasis on connecting students of color to mental health services at a predominantly white institution. • Coordinated, implemented, and promoted educational programming regarding the various dimensions of wellness across the USD campus.