Experience

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  Pebblestone construction and design

  Aug 2010 - Aug 2014

  Project manager

  Reduced overhead costs by managing inventory of construction materials, tools, and storage capacityOwned financial responsibilities, including budgeting, invoices, payroll, bookkeeping, and data entry using Quickbooks softwareEnsured subcontractors understood assignments and expectations to meet deadlines while maintaining quality standardsMet with customers to determine the scope of each project and ensure the quality of work met their expectations

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  Merrill lynch

  Mar 2015 - Aug 2017

  Gwim senior operations rep

  Coached client associates, financial advisors, and branch managers on the scope of the Merrill Lynch One platform to automate key processes and give them more bandwidth to acquire new customers and assets Optimized internal processes and trained colleagues to take ownership of maintenance when they showed interest in growing their career

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  Lyft

  Sept 2018 - Nov 2021

  Customer experience

  Worked with Product and Engineering team to solve difficult scenarios such as accessibility limitations, unbiased fraud features using biometric screening and digital validation technologies, and agent workflows for specific region compliance standard toolsHelped start a pilot team to ensure product feedback was captured from customers requesting rides from Lyft’s autonomous vehiclesDelivered a minimal viable product to help CX agents identify regional borders in internal mapping for pay and compliance issuesAssisted with the onboarding process for customers while identifying pain points to better optimize processesBuilt Power BI dashboard using SQL to streamline previous KPI tools to help stakeholders measure agent performance in real timePartnered with Fraud and Product stakeholders in a lead role to test a fraud prevention AI feature, tracking progress and optimizing documentation guidelines. Increased process efficiency by over 150% to audit over 43k photos before our project deadline Show less

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  Built

  Nov 2021 - Feb 2023

  Product manager

  Set the vision and strategy for critical compliance features that help inform payment decisions for a new customer segmentDelivered the compliance feature and collaborated with multiple product managers to integrate it in their respective products Led product discovery to identify pain points around document management in the construction industry across customer segmentsDelivered a demo environment so stakeholders could test various products, provide feedback, and support training an sales callsManaged operational changes for a legacy product with over 2,500 monthly sessions in support of a new product strategyEstablished a culture of documentation over one of tribal knowledgeSet org level OKRs with leaders, focusing on measurable outcomesManaged buildout of new features while simultaneously decreasing error rate by 57% and decreasing out-of-SLA bug resolution by 85% Show less