eBay

I help teams amplify their impact and speed of delivery with business transformation 

Spearheaded operating model and governance redesign for Global Customer Experience, aligning executive leadership and 7 cross-functional teams around unified service strategy, ownership, and metrics.

Relaunched customer effort tech transformation to improve feedback loop across 25K+ survey responses, enabling data-driven CX innovation and testing.

Partnered with Tech to develop interactive dashboards driving real-time hypothesis validation and customer journey insights.

Co-led executive visioning workshop and transformation strategy design, resulting in a Spot Award recognition for driving cross-functional clarity.

Business Architect, Global Customer Experience - Strategy & Transformation

Women Who Win (WWW)

Picture this:

It’s 3 PM on a weekday. You’re sitting in the school pickup line, relaxed, knowing you’ve already crushed your to-do list for the day.

Your job fits seamlessly into your life, not the other way around. You’re thriving professionally and fully present for your family.

Sounds impossible? It’s not.

I discovered this balance when I stopped chasing a title I didn’t even want and instead focused on creating a career that aligned with my values.

Here’s what I realized:

Most working moms don’t need to reinvent the wheel. 

They just need a clear roadmap.
 
One that helps them identify the right opportunities, negotiate for what they’re worth, and build a role that gives them both the paycheck and the freedom they deserve.

The result?

>>No more “hustling harder” just to stay afloat.
>>No more guessing your next move or doubting your worth.
>>And no more guilt over leaving work early to catch the school play.

It’s about designing a pathway that lets you step into a $100K+ role with confidence, clarity, and boundaries.

Founder

Centene Corporation

Pivoted to support the CA Chief Operating Officer and C-Suite executive team in strategy design, tactical development, and execution of multimillion-dollar initiatives that created value for customers while capturing cost savings for the Fortune 24 global company ($31B in revenue in 2021, $137B+ in 2022). 

Led the customer journey mapping, change management and strategy facilitation for the initial CalAIM implementation, and helped the team set a foundation for the five-year implementation. Supported the systematic identification of pain points and helped set up a continuous process improvement framework for key operational functions to meet regulatory requirements/customer expectations.

Oversaw the operational integration of Magellan Behavioral Health post-acquisition, ensuring continuity of service for 3M+ members and 17k+ partners across 25+ products.

Developed a decision-making model to streamline line of business integration efforts, securing SVP and Officer-level agreements in a politically sensitive environment.

Co-President of the LGBTQ Employee Inclusion Group, leading a team of 15 volunteers to deliver engaging programming to the workforce that advances the mission of supporting an inclusive work environment.

Increased membership 14.5% in one year and hosted 7 events during PRIDE month, including a 700+ participant signature event with the Human Rights Campaign (probono). 

Partnered with the corporate Diversity, Equity and Inclusion office to develop a Transitioning in the Workplace Manual and allyship training to serve 65K+ employees.

Developed 2021 strategy to increase intersectional allyship in the workplace and operationalized the strategy through program development guided by three principles: intracommunity allyship, external allyship and inter-community allyship.

Transformation Manager, Transformation Team

Drove a portfolio of Customer Experience and Continuous Improvement initiatives designed to reimagine our end-to-end customer experiences, as well as front office / back office and contact center operations to improve service offerings, resolution, NPS, and CSAT scores.

Partnered with Service Design to co-facilitate customer journey mapping and cross-functional design thinking workshops to capture moments that matter and Define, Ideate, Prototype, and Test new service experiences; such as new member onboarding and welcome experience, binder payments, and marketing.  

Designed and implemented behavior based quality audit system for call center agents in partnership with operations leaders, supporting a 5% improvement in First Call Resolution. 

Implemented CX and Strategy dashboards to enable KPI monitoring, including the development of new CX focused metrics for Claim Operations (First Pass Rate) and Net Promoter Score metric. Established and facilitated monthly governance meetings across shared services and local health plan leadership to build strategic partnerships, prioritize initiatives and align strategies to improve these metrics.

Developed a roadmap of strategic initiatives prioritized against ease of implementation and anticipated results (cost savings and customer satisfaction). Captured 1.5 million in cost avoidance through operational process improvement efforts in Q1 2019 and 4.5 million opportunity savings in 2020.

Lead Business Process Improvement Manager, Customer Experience and Continuous Improvement

California Department of Health Care Services

Recruited by the Department to revitalize and lead a team of 7 (4 union employees and 3 contractors) accountable for the implementation of statewide regulatory projects.

Empowered team to slow down to speed up, by resetting expectations with leaders and stakeholders while building from scratch a PMO COE that included defined processes, training, toolkits, and mentorship.

Established weekly 1:1 check-ins and implemented individual growth plans (with access to resources) to enhance individual skills, increase employee engagement and support career advancement.

Manager, Regulatory Projects 

Fannie Mae

Broke down silos across operations, business units, and technology by leveraging BPMN 2.0 and business architecture expertise to establish an enterprise wide end-to-end capability model and L1-L3 process flows in MEGA HOPEX grounded in contextual interviews with subject matter experts; captured requirements, business process models (current & future state), risk models, upstream and downstream impacts, etc.

Reduced multimillion dollar defects from 20%-0% by designing and facilitating virtual kaizen events across IT and configuration to determine root cause, reimagine new processes, and rebuild trust across teams. 

Led workstream of an initiative to launch a pilot for variable resource staffing models, by designing time studies and assembling a team of SMEs across operational teams to gain insights for capability modeling.

Analyzed operational methods, defined business requirements and developed use cases to assist with the design and implementation of IT systems and automation that meet business needs, including Blue Prism.

Sr. Process Improvement Analyst (Black Belt), Operations & Technology

State Water Resources Control Board

Supported the Strategic Initiatives Team in overseeing the implementation of cross-functional six-sigma projects to improve core business processes.

Reduced policy creation and board approval process from 425 days to less than 90 using DMAIC. 

In partnership with private consultants and the CA Governor's Office, built the agency wide Six Sigma Green Belt program, including project governance structure, training coordination, mentoring project champions/leads, and providing insights.

Six Sigma Project Manager

San Juan Water District

Customer Service Tech III

Beykent University

English Instructor

Customer Service Temp

Brandeis University

Research Assistant

Business Architect @ eBay | Resume Writer + Career Strategy Coach | Six Sigma Black Belt | 🔝 Follow for tips on how to break into, and excel, in Process Improvement

I'm a transformation strategist who thrives at the intersection of vision and execution. Over the past 14+ years, I've led multimillion-dollar transformation initiatives across tech, healthcare, and government sectors — helping Fortune 500 companies translate strategic goals into scalable, human-centered solutions.

Whether redesigning operating models, integrating acquired businesses, or building customer-centric systems, I specialize in making complexity actionable — and building the relationships that bring strategy to life.

Certified in Lean Six Sigma Black Belt, CX Pro, and PROSCI Change Management, I bring both the structure and flexibility to guide executive leaders, engage cross-functional teams, and deliver measurable results.

When I'm not working or with my kiddos, I have a passion project helping working moms land flexible, six-figure roles without giving up school pick ups or bedtime stories. 

💡 Let's connect if you're a working mom or focused on strategy, customer experience, or transformation at scale.

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