Jessica Phung

Managed 15–20 concurrent cross-functional initiatives across five departments, defining scope, timelines, milestones, and success metrics. Built end-to-end operational infrastructure that scaled the company from 8 to 280 clients, sustaining 95% retention across a $1.4M revenue portfolio.

Managed 15–20 concurrent cross-functional initiatives across five departments, defining scope, timelines, milestones, and success metrics. Built end-to-end operational infrastructure that scaled the company from 8 to 280 clients, sustaining 95% retention across a $1.4M revenue portfolio.

Coordinated cross-functional execution across five departments and 200+ external clients, redesigning workflows that reduced turnaround time by 25% and accelerated project delivery by 30%. Built cross-functional tracking infrastructure in Asana and Airtable to manage client implementations at scale.

Coordinated cross-functional execution across five departments and 200+ external clients, redesigning workflows that reduced turnaround time by 25% and accelerated project delivery by 30%. Built cross-functional tracking infrastructure in Asana and Airtable to manage client implementations at scale.

Led benefits operations and compliance strategy for 30+ clients, implementing process improvements that reduced regulatory risk by 20% and expedited processing time by 30%. Built training frameworks and onboarding documentation that reduced ramp time for new team members and drove a 12% increase in team productivity.

Served as direct escalation contact for Google's highest-revenue SEO agency partners, providing high-touch operational support that restructured resolution workflows and reduced turnaround time by 25%. Oversaw operational strategy, integration, and compliance across 70+ SEO partners and 1.5M+ Google Business listings, driving a 20% increase in listing accuracy at scale.

Master of Arts in Leadership with a thesis on mindful collaboration and leadership, examining how self-awareness and emotional intelligence drive team decision-making and organizational change.

Bachelor of Arts in Psychology with a minor in Industrial-Organizational Psychology, focusing on workplace dynamics, organizational behavior, research methodology, and human performance.