Summary
Overview
Work History
Education
Skills
Timeline
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GIA MAI

Santa Clara,CA

Summary

Extensive experience in all aspects of operations management and business development. Notable history in building out startup operations and leading high performing customer success teams. Key strength in creating SOP's, training, and building strong business relationships.

Overview

9
9
years of professional experience

Work History

Order Operations Specialist

Lucid Motors
08.2021 - 11.2023
  • Partnered with Product, Sales, and Operations teams to carry out UAT testing, structure processes, and scale vehicle orders.
  • Worked closely with Finance, Legal, and Systems teams to ensure orders and payments are accurately reflected in all relevant systems (Salesforce, SAP, & Tableau).
  • Identified business processes that can be fully automated in order to improve operational efficiency.
  • Developed training material using Confluence to support onboarding of new hires and continued training for field advisors.
  • Processed order changes and track configuration trends to help Executive team create effective Sales campaigns.

Business Development Manager

Lexus
10.2019 - 07.2021
  • Hired, developed , and managed a team of business development representatives.
  • Identified key products, services, and customers using MoM data to generate new revenue streams.
  • Worked closely with Operations Director and Executive Team to generate pipeline and strategies in order to meet YoY growth metrics.
  • Drove individual and team performance through regular coaching, effective incentives, and daily broadcast of KPI progress.
  • Streamlined operational efficiencies by implementing productive knowledge-base processes and procedures.
  • Introduced effective outbound marketing tools by partnering with third party SME vendors.

Operations Manager

Essex Property Trust Inc
01.2018 - 09.2019
  • Managed over 20 residential communities within the South Bay region.
  • Enforced the Essex standard by formalizing policies & operating procedures at each community.
  • Executed accounting and month end reporting processes across multiple communities.
  • Managed all processes of capital improvement projects: set deadlines for all contractors and vendors in order to meet goals & meet with involved parties weekly to track progress and change orders.
  • Created yearly budget and forecasting plan as well as coordinate monthly PM items per current year's budget.
  • Collaborated with on-site staff, Legal, Revenue, and IT to ensure smooth operations at all communities.
  • Subject matter expert on Yardi, YieldStar, On-Site, Kronos, and UltiPro.

Operations Lead

LendUp
08.2014 - 11.2017
  • Relocated to the East Coast and successfully built and maintained a high-performing customer operations team in a span of 19 months.
  • Effectively managed customer operations team from initial start-up to full operational status.
  • Hired and trained over 60% of staff for multiple departments: credit card, loans, & collections team.
  • Collaborated with Product, Legal, Engineering, Design, & Executive Management team to implement and improve business processes.
  • Prepared weekly reports & communication to senior management on overall team performance.
  • Subject matter expert on Chartio, Help Scout, Jira, Expensify, Tally, Twilio, and Zendesk.

Education

Bachelor of Arts - Economics

University of California, Davis
Davis, CA
2014

Skills

  • Operations & team management
  • Early to mid-stage startup background
  • Effective workflow management
  • B2C & B2B sales
  • Commercial & residential property management
  • Result-oriented & skilled trainer
  • Exceptional interpersonal communication
  • Creative & effective problem solver

Timeline

Order Operations Specialist

Lucid Motors
08.2021 - 11.2023

Business Development Manager

Lexus
10.2019 - 07.2021

Operations Manager

Essex Property Trust Inc
01.2018 - 09.2019

Operations Lead

LendUp
08.2014 - 11.2017

Bachelor of Arts - Economics

University of California, Davis

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GIA MAI