Performed quality analysis to ensure accuracy, completeness, and compliance with standards, enhancing customer interactions.
Consistently achieved CSAT scores of 95% month over month
Created tailored scripts that increased onboarding attendance to 90%, improved completion rates, and drove revenue growth.
Implemented strategic outreach leading to active engagement for 80% of initial dropouts.
Collaborated with product and technical teams to improve interfaces and establish scalable processes, streamlining operations and boosting productivity.
Onboarded and coached new hires on best practices, improving productivity and team efficiency.
CEIS
ATI/AWS Worksite Solutions
Los Angeles
01.2022 - 10.2022
Managed client needs by addressing site-specific factors, prioritizing tasks, and ensuring timely completion of actionable items.
Spearheaded the development of a program at an unconventional location, proactively identifying potential challenges and discussing them with the site director and company Environmental Health and Safety (EHS) management
Conducted assessments of body mechanics to identify potential risks and devised strategies to mitigate them
Formulated and put into action job-specific mobility programs and initiatives promoting health and well-being in the workplace
PTA
Los Angeles
07.2020 - 05.2022
Partnered with patients to design customized programs, driving progress toward their individual goals.
Maintained open lines of communication with supervising therapists, providing updates on patient progress and promptly addressing any issues that arose
Handled orthopedic cases such as Total Knee Arthroplasty (TKA) and Total Hip Arthroplasty (THA), alongside general strengthening exercises for geriatric patients transitioning from hospitalization
PTA
Nosek Physical Therapy
Laguna Niguel, CA
08.2020 - 10.2021
Maintained detailed records of patient progress, accurately documenting treatment responses and tracking multiple data points in a timely manner.
Led training initiatives for aides by creating a detailed training manual and implementing both written and hands-on assessments to ensure full comprehension of the material.
PTA
Reischl Physical Therapy
Long Beach, CA
01.2019 - 04.2020
Collaborated with a team of 8 therapists, integrating diverse treatment approaches to effectively address each patient’s individual needs.
Led a weekly general strengthening class for the geriatric population, helping patients achieve their goals while optimizing clinical billing utilization.
Assisted the Clinic Director by leading key managerial tasks, including creating exercise guides for healthcare partner doctors, managing therapist schedules, training aides, and overseeing front office operations.
12.2011 - 03.2016
Various Hotel and Event Sales Positions - Best Western, Enchantment Resorts, Bowlmor AMF
Education
Bachelors - Hospitality and Tourism Management
San Diego State University
Associate of Science - Physical Therapist Assistant
<ul><li>Key Role: Heading the HSE & AI department and acting as a Senior Management Personnel (SMP)</li><li>Responsibilities:</li><li>Corporate HSE & AI Functions:</li><li>Developed and implemented IRM’s HSE & AI policy and management system.</li><li>Spearheaded leadership development and safety culture initiatives across all levels.</li><li>Facilitated internal and external HSE communications and corporate-level engagement programs.</li><li>Oversaw compliance for ERDMP certification, PCB consents, and environmental audits.</li><li>Led HSE training strategy including induction programs and annual training calendars.</li><li>Initiated and monitored HSE & AI performance improvement plans and audits.</li><li>Developed strategic safety KPIs, trend analysis, and corporate-level MIS reporting.</li><li>Managed safety tours, incident investigations, and safety reward programs.</li><li>Championed process safety, MOC, RCA reviews, and critical safety studies.</li><li>Ensured effective GA-level implementation of HSE policies and risk management.</li><li>Conducted safety campaigns, mock drills, and employee engagement activities.</li><li>Geographical Area (GA) Operations HSE & AI Oversight:</li><li>Engaged field teams and contractors for proactive HSE compliance and audits.</li><li>Reviewed and maintained Asset Integrity systems including HAZOP, QRA, and Risk Registers.</li><li>Participated in PNGRB, IMS audits and implemented corrective actions at GA level.</li><li>Facilitated incident reporting to authorities and supported root cause investigations.</li><li>Supported GA-level environmental and emergency preparedness programs.</li></ul> at IRM Energy Limited<ul><li>Key Role: Heading the HSE & AI department and acting as a Senior Management Personnel (SMP)</li><li>Responsibilities:</li><li>Corporate HSE & AI Functions:</li><li>Developed and implemented IRM’s HSE & AI policy and management system.</li><li>Spearheaded leadership development and safety culture initiatives across all levels.</li><li>Facilitated internal and external HSE communications and corporate-level engagement programs.</li><li>Oversaw compliance for ERDMP certification, PCB consents, and environmental audits.</li><li>Led HSE training strategy including induction programs and annual training calendars.</li><li>Initiated and monitored HSE & AI performance improvement plans and audits.</li><li>Developed strategic safety KPIs, trend analysis, and corporate-level MIS reporting.</li><li>Managed safety tours, incident investigations, and safety reward programs.</li><li>Championed process safety, MOC, RCA reviews, and critical safety studies.</li><li>Ensured effective GA-level implementation of HSE policies and risk management.</li><li>Conducted safety campaigns, mock drills, and employee engagement activities.</li><li>Geographical Area (GA) Operations HSE & AI Oversight:</li><li>Engaged field teams and contractors for proactive HSE compliance and audits.</li><li>Reviewed and maintained Asset Integrity systems including HAZOP, QRA, and Risk Registers.</li><li>Participated in PNGRB, IMS audits and implemented corrective actions at GA level.</li><li>Facilitated incident reporting to authorities and supported root cause investigations.</li><li>Supported GA-level environmental and emergency preparedness programs.</li></ul> at IRM Energy Limited
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company
<ul>
<li>Directed operations for KFC and Pizza Hut across New Zealand from August 2015 to present.</li>
<li>Led new store design and openings, enhancing brand presence and customer experience.</li>
<li>Organized annual conferences, fostering team collaboration and brand engagement.</li>
<li>Managed large teams, driving culture change and operational excellence.</li>
<li>Cultivated relationships with key stakeholders, including internal teams and franchisees.</li>
<li>Developed strategic initiatives for labor and succession planning to ensure stability.</li>
<li>Ensured consistent delivery of high-quality operations across all locations.</li>
</ul> at Restaurant Brands<ul>
<li>Directed operations for KFC and Pizza Hut across New Zealand from August 2015 to present.</li>
<li>Led new store design and openings, enhancing brand presence and customer experience.</li>
<li>Organized annual conferences, fostering team collaboration and brand engagement.</li>
<li>Managed large teams, driving culture change and operational excellence.</li>
<li>Cultivated relationships with key stakeholders, including internal teams and franchisees.</li>
<li>Developed strategic initiatives for labor and succession planning to ensure stability.</li>
<li>Ensured consistent delivery of high-quality operations across all locations.</li>
</ul> at Restaurant Brands
Program Operations & Engagement Coordinator at Aldine Independent School DistrictProgram Operations & Engagement Coordinator at Aldine Independent School District