Professional Summary

Strategic and agile Program Portfolio Manager & Senior Operations Manager with a sharp focus and fierce passion for driving revenue and leading top-flight teams to fuel record-breaking growth in matrixed organizations. Fearless operations leader skilled at building and motivating teams to achieve business targets, deliver results, and rise to the top in performance. Driven professional with an entrepreneurial mindset and prolific success at achieving profitability by streamlining procedures, yielding cost savings, and meeting tight deadlines. Master collaborator, cultivating relationships across the organization with clients, cross-functional teams, and leadership to communicate strategic goals and power performance.

Areas of Expertise

Management & Leadership
Program Management
Strategic Planning
Change Management
Team Oversight
Project Management
Customer Service Excellence
Key Account Management
Continuous Improvement
Standard Operating Procedures (SOP)
Program Launches
Product Launches

Invoicing
Reporting & Data Visualization
Performance Management
KPI Development & Compliance
Customer Retention
Employee Retention
Energy Efficiency
Training & Coaching
Problem-Solving
Root Cause Analysis
Contract Compliance
Corporate Communications

Program Portfolio Manager

— CLEAResult Consulting

March 2023 – present

CLEAResult changes the way people use energy with its focus on energy efficiency, decarbonization, and energy transition strategies. We work with utilities, businesses, and consumers to improve the energy experience.

• Manage the largest revenue portfolio in the West region, overseeing statewide energy efficiency programs in California with total contract value exceeding $85M

• Achieved over 200% revenue growth in first year by leading a high-performing team collaborating with distributor partners to consistently exceed program goals

• Increased client satisfaction scores (CSAT) to 4.9/5 by driving excellence in service delivery, consistently exceeding expectations through efficient operations, and program management

• Improved employee engagement scores by 21.4% by fostering a culture of collaboration, providing ongoing development opportunities, and ensuring team alignment with the company’s strategic goals

• Lead cross-functional teams to streamline operations, delivering operational efficiencies across program workflows, resulting in on-time delivery of incentives and client billing

• Direct program processes to ensure compliance with contract requirements

• Establish and maintain key performance indicators (KPIs) for financial, operational, and program performance, ensuring alignment with both company goals and client expectations

Senior Operations Manager

— CLEAResult Consulting

February 2021 – March 2023

Spearhead the vision and strategy of the West Region Operations team to devise and execute greening and rebate programs serving clients across the western United States for the largest energy efficiency company in North America.

• Drive performance excellence, overseeing 100+ clients and 10+ key large client groups including major utility players

• Foster a culture of loyalty, building, directing, and retaining a high-performing rockstar team; sustained nearly 100% of all employees hired by investing in ongoing development, including employees assuming positions with greatly increased authority across high-level company teams

• Lead business efficiency and effectiveness, overseeing processing, invoicing, reporting, and process improvement

• Set forth the strategy and plan for a new statewide HVAC program, undergoing a launch to drive $7M in first three quarters

• Inherited a critical project behind schedule and took charge to get it back on track and producing revenue

• Steer the workflows of mission-critical initiatives, innovating workarounds for IT gaps and weaknesses, enabling the company to process timely incentive payments, boosting partner satisfaction, and collecting $12M in client billing

• Achieve contract compliance year-over-year by closely scrutinizing terms and ensuring full operations adherence

• Fulfill proposal terms, maintaining knowledge and familiarity of all terms and conditions of contract deliverables and delivering on promises outlined

• Shepherd clients through complex development of technological systems including configuration review and user testing of both internal and the client’s system; expedited client payment time to yield immediate revenue results

• Set a standard for excellence, acting as the sole operations staff on the statewide HVAC program for over a year

• Thrive in a fast-paced, heavy-volume matrix environment, shifting course to meet ever-changing needs

• Swiftly advanced technical knowledge, leading a technical deep-dive into workpaper savings, an essential element of program success; curated a custom qualified product list (QPL) and utilized workpapers to correctly calculate energy savings

• Create and maintain a Southern California Operations scorecard to track and plan goals and performance, measuring key indicators against financial, operational, and program KPIs

• Individually processed 37K rebate submissions, fueling $8M in rebates for utility customers

• Perform root cause analysis to improve standard operating procedures

• Played a key role in the 2021 customer satisfaction (CSAT) score of 4.5/5 for a key account

• Exceeded company performance review standards for nearly 10 years

General Manager/ Production Manager

— Vanport Warehousing

July 2005 – October 2012

Vanport Warehousing, Inc. is an independently owned and operated third-party warehousing, distribution and manufacturing company.

Led daily operations, inventory management, quality improvement, safety, human resources, scheduling, and maintenance for full-service paper manufacturing and distribution company with a staff of 50.

• Expertly monitored 100K-unit inventory, maintaining a 99.98% inventory accuracy rate over 7 years

• Reduced office expenditures by 15% by identifying cost-saving controls and standard operating procedures (SOPs)

• Created the master schedule, analyzing production specs, establishing sequencing, and determining lead times to meet strict shipping dates; generated sales forecasting and production requirements for up to 20 concurrent orders

• Initiated and led the website redesign to amplify the user experience, enhance readability, and raise brand awareness

• Pitched and implemented company's first digital marketing plan, launching accounts on social media platforms to maximize online presence, and created stationery system, brochures, posters, flyers and marketing kits

• Elevated communication standards company-wide, implementing open-door policies and 1:1 meetings to boost morale

• Served as company Safety Coordinator, conducting audits of Cal/OSHA safety processes, identifying critical gaps in existing protocol and designing and implementing new corrective strategies

• Researched, authored and implemented employee handbook, documenting all standard operating procedures

• Honed problem-solving skills by developing workflow improvements to increase efficiency following staff reductions

• Served as point of contact for clients and vendors, with responsibilities including troubleshooting, explaining delays, proposing alternatives and fine-tuning processes to suit complex requirements

• Developed strong legal and problem-solving skills while acting as point person in all contract negotiations between vendors and landlord, as well as on workers compensation claims and OSHA regulations

Accolades

Recruited to manage California location based on superior performance as company's Inventory Controller in 2001.

PROJECT COORDINATOR

— Susan G. Komen for the Cure

December 2004 – July 2005

Seattle, WA

Susan G. Komen for the Cure is the world's largest grassroots network of breast cancer survivors and activists fighting to save lives, empower people, ensure quality care for all and energize science to find the cures. Their Race for the Cure is the world's largest fundraising event for breast cancer.

Played key role in planning, direction and implementation of the Puget Sound Komen Race for the Cure, gaining strong leadership capabilities and organizational skills while working effectively with a small team.

• Demonstrated strong marketing skills while managing all web content updates, including e-marketing blasts, social media, and Race website, and supervising production of awards, signs, T-Shirts and event posters

• Effectively trained, managed and coordinated workflow of all Race volunteers, strengthening interpersonal capabilities and ensuring effective execution of tasks before, during and after event

• Processed donations, managed vendor payments and created sponsor invoices, showcasing accounting skills

• Wrote and presented briefings to Race Chair and Affiliate Executive Director in order to ensure event preparations were consistent with the affiliate's goals and objectives

• Developed writing skills by preparing content and layout for monthly newsletter and editing grant applications

• Assisted the Development Director in facilitating event setup logistics, including securing parking, placing advertisements, securing permits from local government and fostering relationships with sponsors

• Responsible for coordinating all sources of race revenue and programs including sponsorship, pledge program, teams program and registration

Accolades

Promoted from intern to full-time employee after exhibiting strong leadership and post-event skills.

CURRICULUM VITAE

EDUCATION

2005

Bachelor of Arts (BA)
Comparative Literature
University of Washington

Certifications

Project Management Institute (PMI), Project Management Professional (PMP)

Teaching English as a Foreign Language (TEFL), i-to-i TEFL at Loyola Marymount University

Professional Development

Edward Tufte's course Presenting Data and Information

Comprehensive coursework in Project Management, Team Leadership, Business Communications, Cinema Studies, Visual Communications Design, and French and Spanish languages

Continuing education courses in Operational Excellence Foundations, Scrum, Business Analysis Foundations, Culture of Kaizen, PowerPoint Presentations, Making Meetings More Effective, and Drupal 9 Essentials

Squarespace Circle member (website designers and creative entrepreneurs)