Data Analytics Professional (Certificate In Progress) Pursuing professional certification in SQL, Python, Machine Learning, and data storytelling. Apply exploratory data analysis and predictive models to CX and product development case studies. Build custom dashboards and visualizations to inform product decisions.

Actively Seeking New Opportunities | Oct 2024 - Present

Product Manager

Drive strategic product initiatives focused on CX innovation, data-driven decision-making, and SaaS growth. Lead Agile product delivery across cross-functional teams; oversee VOC- based roadmap planning and backlog refinement. Integrate user research, A/B testing, and analytics to improve NPS and increase adoption. Guide GTM strategy and feature prioritization aligned with customer feedback and business objectives.

The UPS Store | May 2022 - Sep 2024

Senior Customer Experience Manager (Program Manager)

Directed digital CX transformation across 5,300+ franchise locations. Launched Qualtrics CFM, boosting survey volume by 400% and CSAT by 15%. Delivered real-time dashboards adopted by 7,000+ users, enhancing decision- making. Negotiated SaaS contracts to reduce project delays by 25% and elevate vendor performance.

Macy's | Jan 2019 - Jan 2022

Customer/Omnichannel Experience Manager (Project Manager)

N/A

Macy's | Jan 2018 - Jan 2019

Operations Manager

Rolled out CRM-integrated VOC dashboards, reducing complaint resolution time by 30%. Piloted VR tools for product visualization, lifting average basket size by 20%.

Macy's | Jan 2011 - Jan 2018

Sales Manager

Achieved top 5% CX score ranking nationally. Restructured incentive programs, driving 20% revenue growth. Developed and mentored high-performance sales teams.

Kohl's | Jan 2008 - Jan 2011

Assistant Store Manager

Managed $20M store operations and ensured consistent revenue growth. Launched new training programs to elevate productivity and reduce turnover.

CVS Health | Jan 2007 - Jan 2008

Department Manager

Enhanced team output through improved workflows and leadership. Completed advanced training in HR, finance, and merchandising.

Target | Jan 2000 - Jan 2006

Various Leadership Roles (Asset Protection, Guest Services, Sales)

Led Asset Protection and Guest Services teams to reduce shrink and boost satisfaction. Received Speed & Service Award for performance excellence.

My Education

Take a look at my formal education

Data Analytics Career Track Certificate Springboard | 2025

Master of Business Administration, Information SystemsUniversity of Redlands | 2013

Bachelor of Science Degree, Criminal Justice AdministrationSan Diego State University | 2006

Associate of Arts - AA Grossmont College | 2004

About Me

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