Maya Khalidi Williams, M.S., CAPM®

Experience

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  PwC

  May 2006 - May 2007

  External Auditor - Financial Services

  Performed financial, compliance, operational, and Sarbanes Oxley (SOX) audits primarily in the Financial Services industry specializing in banking, investments and hedge funds. Maintained relationships and promoted business development opportunities with numerous Fortune 500 external customers including Wall Street Giants: Morgan Stanley, Chase, Merrill Lynch and Goldman Sachs.

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  Sidley Austin LLP

  May 2007 - Sept 2008

  Internal Auditor

  Fostered a compliance mindset through proactively identifying potential areas of internal controls vulnerability across all internal functions including HR, Marketing, and Legal while developing and implementing corrective action plans to mitigate risk.

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  N/A

  Sept 2008 - Dec 2013

  Finance & Accounting Operations & Consulting
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  Old Republic General Insurance Group

  Dec 2013 - Jun 2015

  Lead Internal Auditor

  Promoted to Lead Investments Auditor of a $6B corporation and independently assessed cross functional company-wide risks for new audits, authored audit programs, tested procedures and controls, and reported findings with recommendations to top level management and executives for organizational change.

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  EY

  Jun 2015 - Nov 2015

  Senior Compliance & Risk Advisor (Client: MASCO Corp)

  Planned, scheduled, and managed numerous financial and operational audits for an $8B Fortune 500 company (MASCO) by working collaboratively to develop and implement improvements to strengthen controls, cross-departmental policies, and efficient internal processes.

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  Masco Corporation

  Nov 2015 - Oct 2018

  Led sales enabling operations to drive customer strategies for a $1B business unit (MASCO Cabinetry) leading to enhanced customer experiences, maximizing customer retention and revenue optimization.Key Accomplishments:- Championed the design and execution sales enablement programs, equipping the sales team with tools, training, and resources to drive operational efficiency, increased productivity and revenue generation- Led successful customer product launches, orchestrating end-to-end campaign management through seamless coordination between sales, marketing, and product teams to drive product awareness, adoption, and revenue growth- Drove organizational change by leading the integration of customer-centric principles into sales operations, resulting in improved customer satisfaction and increased customer lifetime value Show less

  • Customer Strategy & Sales Operations Leader

    Nov 2016 - Oct 2018

  • Compliance Analyst

    Nov 2015 - Feb 2017
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  Coupa Supply Chain Solutions, powered by LLamasoft

  Oct 2018 - Jan 2021

  Head of Customer Experience Projects and Operations

  Customer Experience (CX) Operations leader, responsible for understanding and championing the Voice of the Customer by transforming data and customer feedback to action through cross-functional collaboration in order to drive and execute projects and initiatives that positively transform end-to-end customer experiences. Key Accomplishments:- Led and executed CX enhancement projects, driving measurable improvements in satisfaction and loyalty metrics- Established agile tiger teams, cross-functional CX ambassador groups, and a CX Center of Excellence, fostering collaboration and aligning goals for a data-driven, customer-centric approach- Developed comprehensive customer and partner onboarding journey programs, ensuring seamless handoffs from sales and delivery teams to customer success- Collaborated with cross-functional teams to integrate customer feedback into product development, resulting in customer data-driven product enhancements and innovations Show less

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  NSF

  Nov 2020 - Jan 2021

  Senior COVID-19 Education & Compliance Ambassador

  Independently contracted with NSF & MIOSHA to work with Michigan business owners and managers from various industries to improve conditions and help comply with regulations on workplace safety, while delivering educational toolkits with resources for additional ongoing support to limit the risk of COVID-19 transmission.

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  Coupa Software

  Jan 2021 - Jun 2023

  Responsible for the establishment and ongoing improvement of scalable PMO frameworks while driving global operational customer success driven strategies for over 2,000 employees across multiple departments including Professional Services, Support, CX, Product, Engineering, Technical Services, etc.Key Accomplishments:- Increased global operations productivity by 658% over 3 years, saving 135 workdays annually, by creating and growing the organization's first enterprise PMO, transforming and standardizing operational processes, and eliminating functional silos- Invented prioritization matrices and intake processes to objectively assess and rank global initiatives to strategically align with corporate goals leading to a comprehensive roadmap and 20% reduction in backlog with improved resource utilization-Successfully managed multimillion-dollar project budgets from inception to close, achieving cost savings of over 15% through effective financial control and vendor negotiations- Transformed chaotic operations into scalable, efficient processes through standardized frameworks and methodologies, driving accountability and continuous improvement- Integrated cross-functional teams through established processes and methodologies, driving successful change management initiatives, eliminating duplicative efforts for maximum efficiency and resource economyEnterprise Software implementations include: Universal Search, Customer Support and Success Portals, CMS, LMS, Contact Center, Support Insights, with multiple migrations and integrations with platforms such as Salesforce, OpenAir, and other business systems applications. Show less

  • Head of PMO, Global Value Services Operations

    Oct 2018 - Jun 2023

  • Lead - PMO Operations

    Sept 2021 - Feb 2022

  • Senior - PMO Operations

    Jan 2021 - Sept 2021
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  Healthcare Outcomes Performance Co. (HOPCo)

  Sept 2023 - Apr 2024

  Vice President of Integration

  Dedicated to orchestrating seamless consolidation and synergy across diverse operational facets within an organization, ensuring that M&A's are executed efficiently and effectively, and in alignment between cross-functioning teams, systems, and processes.Key Accomplishments:-Transformed integration onboarding process for acquired orthopedic medical practices by architecting a comprehensive integration playbook designed to guide partners through a seamless integration process, fostering clarity, confidence, and cohesion during transition.-Orchestrated cross-functional collaboration to craft SOPs, workflows, and playbooks, empowering partner practices with robust help documentation for optimized operations-Led initiative to develop tech stack inventory and implement document management system, slashing repetitive inquiries and enabling self-service access to critical information for partner practices Show less

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  TheLoops

  Apr 2024 - now

  Head of Customer Experience (CX)