Experienced operations and process improvement professional with over 9 years of experience supporting customer service, healthcare, fintech SaaS, automotive claims processing, and business operations environments. Strong background in process documentation, SOP development, workflow improvement, quality monitoring, training, and cross-functional coordination.
Skilled in analyzing operational processes, identifying improvement opportunities, and creating structured documentation to improve efficiency, consistency, and compliance. Experienced in developing SOPs, knowledge base articles, process guides, training materials, and facilitating calibration sessions to ensure teams have the right tools and knowledge to perform effectively.
Currently working as a Project Manager II, supporting security and compliance initiatives by managing project activities, coordinating stakeholders, tracking deliverables, maintaining documentation, and ensuring alignment with business objectives. Previously served as a Process Lead and Trainer, where I led process standardization efforts, supported operational improvements, coached teams, and drove adherence to quality standards.
Known for strong attention to detail, ownership, problem-solving skills, and the ability to work with different teams to translate complex processes into clear and actionable workflows.
