Client Services Lead

Devised and stewarded strategic stakeholder engagement plan to improve client retention rates by 25% within 2 months by producing SOPs
across teams for unified policy and official standpoint
• Piloted and implemented an interdepartmental strategic communication plan scaled from 50 to 200 employees, including routine
communications to management, clients, and team members
• Data analysis of external user trends and internal user data to deliver quality improvement strategic proposals
• Establish and assess key service metrics and workforce development of 12 remote employees
• Weekly executed upwards of 40 personal client cases with a 95% success rate
• Practice of project management and Lean methodologies, advanced digital literacy for spreadsheet and word processing software

• Designed and implemented a diverse selection of signature beverages, which are still served today
• Employed design-thinking methods to collaborate with culinary team, ensuring seamless integration of new beverage concepts
• Practitioner of service-design methodologies (service blueprinting, empathy mapping) to optimize front and backstage operations
• Conducted market research and trend analysis to identify emerging service trends and consumer preferences
• Produced and led a 5-week onboarding and mentorship program for new service staff
• Keen eye with exceptional attention to detail and accuracy in all tasks and strategic plans

• Executed and support cross-functional projects, overseeing all aspects from ideation to successful installation, adhering to timeliness,
budgets, quality standard, and client vision
• Spearheaded competitive analysis and user-centric research to earn bids for products (metal fabrication) and installation across healthcare
and retail industries, and private residences alike
• Demonstrated expertise in design software (eg Fusion306, AutoCAD) to develop design proposals and renderings
• Employed risk management techniques (eg root cause & SWOT analysis) to identify and mitigate potential risks
• Develop and pitch clean sheets (ie project charters) including cost breakdown analysis, material and labor details, and cost estimates. Direct
oversight of materials inventory and vendor relationships
• Completed 200 hour Proficient and certified in welding, woodworking, metal work, and installation
• Exceptional interpersonal, empathic communication skills to handle changes to project scope and stakeholder expectations

• Employed strategic and thoughtful gathering skills to design 3-day orientation program for 1200 students, including all logistics,
interdepartmental coordination, and supervision of orientation staff
• Oversee the recruitment, hiring, and onboarding of 50 team members
• Devised and hosted alignment session with university staff to improve student retention for incoming students
• Curriculum development of robust staff training program including topics such as group facilitation, active bystander skills, cultural
humility, and life transitions