"A GOAL WITHOUT A PLAN IS JUST A WISH"
UKG - Cross-Product Skilling & Knowledge Base Initiative
Enterprise Account Support
Timeline: 4 months | Budget: 1 hour/week training time |
Goal: Reduce call escalations by 30% and internal transfers by 80%
At UKG, I spearheaded a cross-functional skilling initiative aimed at improving first-call resolution rates and reducing unnecessary client handoffs. With limited resources, we designed a high-impact training program that aligned technical support with broader product knowledge.
Key accomplishments included:
Knowledge Base Overhaul:
Led the restructuring of internal knowledge resources, focusing on clarity, cross-product links, and actionable troubleshooting steps tailored to real client use cases and current department organization.
Peer-Led Learning:
Developed a weekly one-hour training cadence for a cross-product training team of three, with rotating ownership and focused modules to maximize engagement and retention.
Performance Outcomes:
Achieved a 34% reduction in call escalations and a 78% drop in interdepartmental transfers, nearly meeting our ambitious transfer goal and exceeding the escalation reduction target. This resulted in an additional success, with a 22% CSAT improvement, reaching our 97% organizational goal and continuing to lead scores in the industry.
Scalability:
Documented a replicable model for other support pods to implement, contributing to a culture of continuous improvement and cross-functional collaboration.
This initiative demonstrated the power of focused enablement within constraints, improving team efficiency and enhancing the customer experience.
Shift 110 –
Launch Strategy &
Business Development
Founding Business Developer
Timeline: 8 months | Budget: $65K–$85K |
Growth Goal: 110% – Achieved 121% Client Increase
As the founding Business Developer at Shift 110, a boutique fitness startup, I led the company’s go-to-market and operational strategy from inception to launch. With a lean team of three, I directed owners and part-time staff across marketing, product development, and service design to build a scalable and client-centric operation.
Key accomplishments included:
Infrastructure Development:
Built the company’s data systems from the ground up, using Python and MySQL to manage client records, contract timelines, and renewal tracking, enabling smarter decision-making from day one.
Revenue Strategy:
Conducted market analysis to develop competitive membership pricing, contributing to surpassing our growth target by 11%.
Capital Allocation:
Advised leadership to phase the rollout of a nutrition service, preserving capital for brand awareness and launch activities, directly supporting a smooth market entry.
Team Enablement:
Designed client engagement protocols and trained part-time staff on service workflows and onboarding, creating consistency across the customer experience.
This project combined technical innovation with strategic foresight, resulting in a 121% increase in clientele post-launch, solidifying Shift 110’s position in a competitive market.
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Farmers Insurance -
Green Initiative &
Facility Optimization
Operations Consultant
Timeline: 6 months | Budget: $6K
Goal: Reduce office waste by 40% and lower maintenance costs by 25%
At Farmers Insurance, I led a collaborative sustainability initiative aimed at reducing environmental impact and cutting maintenance related expenses across office operations. With a modest $6K budget and a diverse, cross functional team, our mission was to build smarter, greener systems without disrupting daily operations.
Key accomplishments included:
Operational Audit:
Assessed office operations and single-use item consumption across departments to identify high-waste areas and unnecessary maintenance spend.
Sustainable Transitions:
Implemented eco-friendly alternatives to single use office products, negotiated supplier changes, and trained internal staff on new systems.
Facilities Optimization:
Worked with maintenance staff and management to introduce preventative care routines, reducing reactive repairs and improving cost efficiency.
Team Integration:
Brought together leadership and frontline staff in biweekly syncs, creating a shared sense of ownership and accountability across all implementation phases.
Quantifiable Results:
Achieved a 42% reduction in waste output and a 27% decrease in building maintenance costs, exceeding both original targets.
This project reinforced how operational sustainability, even with a limited budget, can deliver meaningful environmental and financial returns through thoughtful cross-team collaboration.
Redlight Redlight -
Event ROI Analysis
Operations Analyst Manager
Timeline: 9 months | Budget: $25K
Goal: Optimize ROI to be a 25 %+ increase in sales on event dates
At Redlight Redlight Brewery, I led a strategic initiative to analyze the profitability of events and ensure they contributed positively to the business’s bottom line. With a $25K event budget and a multidisciplinary team of seven, our goal was to determine whether increased foot traffic from events translated into actual profit.
Key accomplishments included:
Data-Driven Insights:
Extracted and reconciled point-of-sale data with event schedules to uncover trends in sales volume, product mix, and profit margins across event and non-event days.
Profitability Findings:
Discovered that while events increased attendance, sales leaned toward lower-margin items, ultimately reducing overall profit despite higher volume.
Strategic Impact:
Presented findings that informed a more intentional event strategy, shifting inventory, promotions, vendors, and pricing structures to align event traffic with higher-margin offerings.
Team Leadership:
Facilitated collaboration across marketing, bar staff, finance, and stakeholders to ensure cohesive execution and shared ownership of adjustments.
Operational Recommendations:
Delivered a repeatable framework for ongoing ROI improvement, supporting smarter decision-making for future event planning and profit.
This project demonstrated how clear, structured analysis can turn assumptions into strategic wins. With targeted adjustments, we retained regular patrons, attracted new customers, and ultimately drove a 32% increase in event-day sales, surpassing our original goal and setting a new standard for event profitability.
Mosaic Music School - Marketing Expansion Strategy
Marketing & Systems Consultant
Timeline: 6 months | Budget: $5K
Goal: Increase client base by 50% through social media and print marketing
At Mosaic Music School, I led a comprehensive marketing project aimed at expanding the school's client base through a hybrid strategy of digital and print campaigns. With a modest $5K budget and a six-month timeline, our objective was to identify scalable outreach channels and equip the business with long-term tools for growth.
Key accomplishments included:
Multi-Channel Strategy:
Launched targeted social media ad campaigns and local print promotions to drive brand awareness and generate new leads.
Performance Insights:
Found social media efforts yielded stronger, scalable ROI compared to print, resulting in a 62% increase in total client base, surpassing the initial growth goal.
Owner Enablement:
Trained the business owner on using Facebook and Instagram Ad Managers, ensuring sustainable campaign execution without needing a long-term contractor.
Data Infrastructure:
Built a client engagement database using MySQL and Python to track leads, conversions, and campaign performance, designed to be transferable to future partners and internal users with appropriate training documentation.
This project showcased how strategic, budget-conscious marketing paired with owner training and infrastructure building can deliver immediate and sustained growth.
Currently For Hire
If interested, please submit an email below to connect.