I lead program governance and operational strategy across three global engagements within Meta. My role bridges client partnership, process automation, and enterprise compliance, ensuring measurable outcomes and stakeholder alignment.

• Reduced re-open rates by 37% by launching automation across 60+ product features.

• Directed Office 365 migration initiative, overseeing vendor selection, negotiation, and execution. Achieved ~$75K in savings and strengthened operational efficiency through strategic implementation.”

• Improved assessor escalation benchmarks and elevated QA processing time by 27%.

• Awarded Spotlight Award for service delivery innovation and automation.

• Led business development initiatives supporting FTC compliance readiness.

Managed 24x7x365 support services across the U.S. and Manila for enterprise clients including Bloomberg, United Therapeutics, and DLA Piper.

• Boosted CSAT scores by 27% and call resolution rates by 20%.

• Generated $1.3M+ in new revenue by expanding service offerings.

• Streamlined quality assurance across global teams to improve user experience.

• Directed SOW renewals, onboarding, and client financial performance strategy.