San Jose, California, United States
With a solid track record in operations and workplace management, I excel at mastering day-to-day workplace programs, aligning operational efficiency, employee satisfaction, and service excellence. I am committed to fostering a culture that values collaboration, innovation, and a superior work environment, ensuring that our physical spaces embody the dynamic essence of our company. My experience has allowed lento play pivotal roles in managing office space buildouts and orchestrating teams to provide top-notch operational support. Leveraging my keen attention to detail and expertise in process improvement, I have successfully implemented a multitude of programs, ensuring they meet the high standards expected by employees and the organization.
• Direct daily operations for Zoom HQ, implementing process improvements that increase operational efficiency. • Build and lead a high-performing team of Workplace Coordinators and Specialists, enhancing coverage and response times by 15%, ensuring seamless workspace support across HQ and offsite warehouse locations. • Own end-to-end space-planning programs, leading stakeholder alignment, developing concepts, managing budgets exceeding $1M, and delivering successful office expansions, renovations, and relocations within the Headquarter space, including the Executive Briefing Center and multiple new office floors. • Manage vendor portfolio and service contracts, negotiating SLAs and performance metrics that reduce service disruptions by 15% and improve vendor accountability, resulting in more reliable workplace services. • Leverage Tableau and Google Workspace analytics to measure space utilization, informing data-driven return-to-office strategies that increase space efficiency by 18% and optimize capacity planning. • Manage operational budgeting and forecasting with a focus on cost controls, achieving a 12% reduction in workplace-related expenses while maintaining high service quality standards. • Serve as a key stakeholder for ServiceNow initiatives, standardizing request triage and escalation processes to achieve 97% SLA compliance and significantly enhance employee experience. • Led cross-functional program planning for Zoomtopia 2024 and 2025, coordinating logistics, space strategy, and stakeholder communications, successfully delivering a scalable global conference experience.
• Led end-to-end design, implementation, and daily management of Workplace Experience programs, aligning initiatives to SLA/KPI targets and driving operational excellence, meeting 100% response and 96% resolution time SLA compliance. • Built data-driven reporting using GUTS, CBRE SI7 CMMS, and Tableau: dashboards, scorecards, and heat maps that surfaced ticket trends, SLA adherence, VIP escalations, and areas for service improvement, enabling a 20% reduction in recurring ticket volume. • Integrated CBRE and Google CMMS reporting by developing consolidated dashboards to track ticket volumes, response/resolution times, due-date extensions, and client-facing performance metrics. • Created and delivered training programs for CBRE @ Google IFM and Soft Services teams, standardizing ticket management and improving first-touch resolution rates by over 15%. • Coached a team of 4 Workplace Experience Coordinators, ensuring SLA compliance and high customer satisfaction across a 4,000+ occupant campus while maintaining customer satisfaction scores above 4.5/5. • Drove cross-functional collaboration with CBRE IFM/SM teams, vendor partners, Engineering, Facilities, and Space Planning to ensure seamless request fulfillment and operational alignment. • Conducted regular site inspections to inform OpEx and CapEx planning and prioritize capital projects, lowering reactive maintenance spend. • Performed monthly preventative maintenance audits to ensure building health scorecard accuracy and reduce reactive work orders, decreasing reactive work orders year-over-year. • Owned the office inventory program budget, established vendor relationships, and implemented usage-tracking to identify cost and consumption trends, which reduced inventory spend through vendor consolidation by 15%. • Scaled workplace experience capability by training and mentoring new teams across the campus, ensuring consistent program standards and repeatable processes, and accelerating team ramp time.
• Led a team of 3 Operations Leads managing data reconciliation, route scheduling, and fleet maintenance for 15 service trucks, improving on-time performance and reducing maintenance downtime. • Planned and executed 4–6 daily service routes across the Bay Area Peninsula, coordinating 8–16 technicians per day to maintain approximately 93% on-time arrivals and strong customer satisfaction. • Enhanced CMMS for cost analysis and route optimization, improving route efficiency by ~10% and increasing earnings visibility. • Managed full-cycle recruitment and onboarding, implementing HR and payroll systems, and shortening time-to-productivity by roughly 30%. • Facilitated weekly team meetings to reinforce sales, customer service, and truck safety best practices, contributing to a meaningful reduction in incidents. • Served as primary liaison between the national call center, field teams, and customers, improving escalation and communication SLAs to a 95% average rate of resolution.
• Led a team of 3 in overseeing daily in-office operations at the U.S. headquarters, supporting both onsite and remote employees across the country. • Served as the primary point of contact for international offices in Israel, France, and India, ensuring alignment of global processes and operational consistency. • Launched and implemented a cost-saving travel program via SAP Concur for both domestic and international travel, including training U.S. employees and managing mass bookings for conferences and events. • Coordinated with food service vendors to provide daily in-office catering, ensuring accommodation of diverse dietary needs. • Managed relationships with event and merchandising vendors to coordinate company-wide giveaway, SWAG, and gifting programs across all U.S. offices. • Implemented and executed employee move/add/change space occupancy process, including BIS and occupancy percentage reporting in headquarter office through space and occupancy SaaS Serraview/SpaceIQ. • Negotiated and renewed vendor contracts, consistently achieving cost reductions averaging 30%. • Played a key role in organizing JFrog's IPO celebration during the COVID-19 shutdown, including coordinating schedules, managing shipment of gifts and awards to over 100 employee homes, and arranging event catering.