the work behind the work.

Led cross-functional project coordination across Google's research and product operations, managing complex stakeholder relationships and driving process improvements at enterprise scale.

• Managed 400+ annual projects across 13 product areas, coordinating with 100+ stakeholders while maintaining a 98% satisfaction rating
• Conducted root cause analysis on employee onboarding bottlenecks, identifying 3 high-risk failure points and implementing controls that reduced onboarding time by 67% (3 months → 1 month)
• Led quality assurance testing for Salesforce CRM platform migration, systematically auditing 400+ research projects and developing validation workflows adopted program-wide
• Developed external stakeholder communications for Google Academic Research Awards (GARA) program, coordinating website updates and managing outreach to academic researcher community

Transformed customer support operations through data analysis, process documentation, and team training at a high-growth wearables company.

• Analyzed 6 months of ticket data (500+ cases) to identify top 10 recurring hardware failure patterns, developing a diagnostic decision tree that achieved <1% misclassification rate and reduced resolution time by 25%
• Recognized as top performer for resolution speed and customer satisfaction; selected to conduct root cause analysis sessions with underperforming team members
• Selected for 3 consecutive cycles of Coach-Athlete mentorship program, training 30-45 new hires through structured sessions that accelerated proficiency

Performed quality assurance and data annotation for automated scheduling tool (now integrated into Copilot), identifying pattern inconsistencies and edge cases that informed algorithm refinements.