Experience

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  Marriott international

  Feb 2001 - Mar 2005

  • Marketing Manager

    Apr 2003 - Mar 2005

  • Catering Sales Manager

    Feb 2001 - Apr 2003
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  Artemis real estate partners

  Apr 2005 - Aug 2009

  Corporate executive chef
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  Honorhealth

  Aug 2009 - May 2020

  As the patient experience manager and coach, I spearheaded initiatives that elevated HCAHPS scores, resulting in a 15% increase in patient satisfaction. I executed cross-functional project plans, identified performance gaps, and developed training programs for over 1,600 healthcare professionals. My leadership on data analysis projects drove a 20% improvement in key patient satisfaction metrics.Tools: Epic, Microsoft Power BI, Microsoft Office Suite In this capacity, I managed operational patient food service projects that improved departmental HCAHPS scores to the 80th percentile within nine months. I oversaw the recruitment, training, and supervision of a 45-member team, ensuring exceptional service delivery. My implementation of cultural initiatives significantly enhanced the patient experience and fostered a positive work environment.Tools used: Epic, Microsoft Power BI, Computrition, Laborworks, MS Office Suite Liaison between patients, families, department leaders, and administration to address various concerns, needs, compliments, and complaints regarding care and service. Worked directly with patients to educate and counsel special dietary needs and restrictions.

  • Patient Experience Manager (Clinical Coach)

    Apr 2017 - May 2020

  • Manager Food and Nutrition Services

    Jun 2012 - Apr 2017

  • Food Service Specialist

    Aug 2009 - Jun 2012
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  The queen's medical center

  May 2020 - Sept 2021

  Manager patient relations and patient experience

  In this role, I directed patient experience improvement projects that achieved a 22% increase in overall customer satisfaction. I collaborated with interdisciplinary teams to set actionable goals and implemented quality assurance strategies, boosting patient satisfaction by 18%. Additionally, I streamlined the complaint resolution process, improving response times by 30%.Tools Used: Epic, Microsoft Excel, Microsoft Office Suite, Trello

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  Our kūpuna

  Jul 2022 - now

  Program manager

  Our Kupuna is a 501(c)3 organization dedicated to connecting Hawai’i's seniors (kupuna) with local volunteers.I manage programs that promote socialization and wellness for seniors through a remote team of 150 volunteers and staff. By utilizing both traditional and Agile project management methodologies, I develop and execute strategic initiatives for outreach, social media marketing, and volunteer recruitment. I collaborate regularly with diverse stakeholders to ensure alignment and support for the organization, focusing on funding and education, which has led to a 25% increase in volunteer recruitment and grant funding through my community engagement efforts.Tools used: Slack, Avochato, Aircall, Zoom, Microsoft Teams, Google Drive, Pipeline CRM, Pearsuite, Google Workspace Show less