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I've led customer service operations, enterprise escalations, and omnichannel initiatives at Nordstrom, supporting service delivery and new Rack store openings.

As Corporate Digital Operations Manager, I delivered 95% on-time delivery against an 80% expectation and reduced errors to 25% against a 30% expectation. I partnered with Buying leadership, improved the customer journey, and ensured product arrived in time for store openings.

In my Service Experience Manager and CRM Manager roles, I improved CSAT to 95%, increased rewards card adoption to 80%, piloted next-day buy-online-pickup-in-store, and created playbooks used to train new stores. I also designed CRM campaigns using segmentation and analytics, earning CRM of the Year and CXO Team of the Year twice.

At the University of Southern California, I manage payroll service delivery, resolve complex ServiceNow escalations, and build operational improvements. I reduced a 300-ticket backlog to 20 tickets in 30 days and created service-level agreements for VOEs and PSLFs.