I turn operational insight into measurable business outcomes.

United Parcel Service (UPS) — Anaheim, CA

• Lead a 10-person morning operations team across a 150,000 sq ft facility, delivering 97% on-time performance and a 35% reduction in missorts through QA/QC frameworks and Lean Six Sigma methods.
• Manage inventory operations for 25,000+ daily packages with 95% scanning accuracy and 99% air priority manifest validation across 800+ daily air packages; maintain labor cost 12% under budget.
• Design training programs achieving a 92% first-time certification pass rate and 25% reduction in onboarding time; drive 15% improvement in team satisfaction and 40% reduction in turnover.
• Leverage AI tools (Claude AI, ChatGPT) for operations reporting, meeting summarization, and process documentation; enforce safety procedures achieving 100+ consecutive days without lost-time incidents.

First American Mortgage Solutions — Santa Ana, CA

• Delivered 100+ enterprise projects from initiation through go-live, generating $5M+ in incremental revenue, 20% production efficiency gain, and 30% operational cost reduction.
• Led 10+ third-party API and EDI integration initiatives as primary liaison between clients, technical teams, and vendors; improved processing efficiency by 1+ business day per integration.
• Managed two enterprise ERP data migrations and system enhancement initiatives; reconstructed system functionality across business reporting, data, and image workflows, increasing system efficiency 15% and client satisfaction 10%.
• Spearheaded three enterprise title insurance initiatives delivering a 50-state coverage solution; reduced production cost 15% and increased nationwide policy closings 20%.
• Managed billing and payment operations for 800+ title insurance policies monthly ($800K–$1M budget); delivered 10% cost savings through strategic financial planning, forecasting, and variance analysis.
• Led 100+ change management initiatives leveraging the Change Management 101 framework and Plan-Do-Sustain model; achieved 98% documentation, impact analysis, and approval traceability.
• Orchestrated 200+ weekly vendor management engagements; executed root cause analyses and remediation plans that strengthened vendor quality performance by 36%.
• Directed 15+ cross-functional teams and managed 50+ stakeholders per initiative using stakeholder engagement analysis techniques; reduced negative stakeholder impact 10% and improved team alignment 15%.
• Performed 50+ monthly statistical sampling audits and applied data analytics to identify bottlenecks; drove 15+ process improvements across quality operations.

First American Mortgage Solutions — Santa Ana, CA

• Progressed from Customer Service Representative to Operations Supervisor over 9 years; led teams of 4–5 CSRs delivering 15% customer satisfaction gains and 20% reduction in escalated issues.
• Established quality assurance frameworks supporting the organization's achievement of two ISO certifications; served as point of contact for annual vendor audits and quality reviews.
• Partnered with IT and Operations on 13+ technology improvement projects including UAT frameworks, process automation, and workflow optimization initiatives.
• Maintained relationships with 43+ direct lenders; onboarded new clients, delivered training, and identified 26+ upselling opportunities driving a 15% increase in client engagement.

American First Financial Corporation — Los Angeles, CA

• Directed an operations team of 10+ (loan processors, underwriters, closers) managing 50+ monthly loan closings; grew monthly revenue 10% while maintaining regulatory compliance.
• Utilized data analytics and KPI reporting across 5+ key performance indicators to drive data-driven decisions; achieved an 8% organizational efficiency gain.