Résumé

Administrative & Executive Support

• Arranged executive travel, managed calendars, and coordinated logistics for domestic and international trips
• Produced reports, summaries, memos, letters, and executive‑level documents for leadership review
• Represented executives in meetings by attending, documenting decisions, and communicating follow‑up actions
• Served as a trusted point of contact for internal and external stakeholders
• Supported daily office operations, workspace organization, and administrative needs across multiple teams

Customer Support & Client Experience

• Delivered high‑quality customer service through clear communication and timely support
• Improved client communication workflows to enhance satisfaction
• Maintained accurate client records and service documentation
• Resolved customer issues with professionalism and attention to detail
• Stepped in as the escalation point for complex customer issues, resolving cases with empathy and operational urgency

Documentation, SOPs & Process Development

• Constructed core operational systems, workflows, and documentation from day one in a startup environment
• Designed scalable processes to support rapid growth and daily operational demands
• Documented workflows, updated SOPs, and maintained process documentation to support operational consistency
• Established reporting processes to support data‑driven decisions and leadership visibility
• Prepared onboarding materials, training guides, and communication templates

Engineering, Product & Technical Coordination

• Held final go/no‑go and halt authority over production runs to ensure build quality and release readiness
• Logged cross‑functional tasks, followed up with stakeholders, and kept engineering and manufacturing workflows on schedule
• Navigated purchasing and manufacturing data from prototype through full production
• Synchronized firmware updates, engineering changes, and production adjustments to maintain product accuracy and readiness
• Tested, configured, and updated device hardware and firmware to ensure reliable field performance
• Troubleshot operational issues by gathering details, identifying root causes, and coordinating with technical teams

HR, People Operations & Onboarding

• Assisted with HRIS data entry, updates, and accuracy checks
• Enabled accuracy of employee, financial, and operational records in internal systems
• Generated onboarding processes, schedules, and communication workflows for new hires
• Guided onboarding workflows, training schedules, shadowing, and documentation for new employees
• Provided confidential HR support, including onboarding, payroll coordination, benefits administration, and asset management
• Sustained accurate employee records and confidential HR information

Inventory, Supply Chain & Manufacturing

• Acted as the primary liaison between contract manufacturers, engineering teams, and company leadership to coordinate production activities
• Controlled inventory levels, issued purchase orders, and ensured supply continuity for ongoing production
• Integrated Fishbowl inventory software for serialized tracking, reporting, and process controls
• Orchestrated international logistics for air and sea shipments, including serialized inventory receipt, returns processing, and shipment documentation
• Scheduled production runs, reviewed samples, and provided approvals, corrections, and feedback to ensure quality standards
• Tracked serialized inventory, supported audits, and ensured accurate valuation and deployment documentation

IT, Systems Administration & Data Integrity

• Administered Zendesk, Salesforce, and Fishbowl systems, ensuring configuration accuracy, data integrity, and access control
• Implemented communication workflows that improved coordination across teams
• Managed API‑connected systems and ensured data flowed correctly between platforms and operational tools
• Monitored workflow accuracy and resolved discrepancies to maintain data integrity
• Partnered with auditors and technical teams to validate system data, reconcile discrepancies, and ensure reporting accuracy
• Responded to IT and facilities requests, coordinating timely resolution and maintaining clear communication
• Set up, implemented, and administered Zendesk ticketing software, including workflow design and team configuration
• Updated ERP and software tools by validating data changes, tracking impacts, and communicating updates
• Utilized spreadsheets and digital tools to track metrics and operational performance

Knowledge Base, Training & Help Center

• Built and managed the Zendesk Help Center, including content structure, permissions, workflows, and agent training
• Developed and operated a Product Return Center, streamlining reverse logistics and improving customer experience

Operations & Cross‑Functional Coordination

• Coordinated cross‑functional workstreams to keep program tasks aligned and on schedule
• Facilitated operational communication and provided responsive support to internal stakeholders
• Implemented communication workflows that improved coordination across teams
• Organized work activities, managed priorities, and ensured timely completion of operational tasks

Vendor, Facilities & External Partner Management

• Liaised with vendors, landlords, and IT contractors to resolve facility, equipment, and technology issues

Administrative, Office & Facilities Support

• Delivered organized office operations, supply management, and facility support for engineering and product teams
• Maintained organized records, files, and documentation for operational and compliance needs
• Organized on‑site and off‑site events, including logistics, catering, hospitality, and collateral creation
• Represented the company as building liaison, coordinating facility needs and managing office relocations
• Tracked equipment, supplies, and operational needs to support program and deployment activities

Customer Onboarding, Training & Documentation

• Built processes and documentation for the Customer Onboarding department to support scalable operations
• Documented issues, gathered data, and supported the Development team with product improvements
• Led employee onboarding and training on enterprise systems and operational procedures
• Managed employee onboarding, vendor acquisition, and cross‑departmental coordination to support rapid growth

Deployment, Field Operations & Cross‑Functional Coordination

• Coordinated cross‑team communication to clarify requirements and resolve system or device issues
• Directed multi‑state deployment teams and improved processes through operational analysis
• Monitored task progress and ensured operational activities stayed on schedule
• Partnered with users and technical teams to resolve issues and streamline workflows
• Visited customer sites to gather requirements and coordinated deployment teams accordingly

Finance, Procurement & Accounting Support

• Processed invoices and expenses with accuracy to support financial and procurement workflows
• Supported finance workflows through invoice processing and expense tracking

IT, Systems Access & Technical Support

• Assisted with IT setup, troubleshooting, and system access to ensure staff readiness
• Updated software tools, system data, and API‑based device integrations to maintain operational accuracy

NetSuite ERP Administration & Data Management

• Administered NetSuite ERP as primary system owner, establishing data structures, user roles, and reporting frameworks
• Configured and managed NetSuite ERP to support accounting, deployment, and operational workflows
• Implemented NetSuite ERP during the company’s foundational growth phase to support core business functions
• Set up and managed NetSuite ERP to establish operational infrastructure for a growing technology company
• Updated software tools, system data, and API‑based device integrations to maintain operational accuracy

Operations, Workflow Optimization & Performance

• Analyzed departmental workflows and implemented operational improvements across office and field environments
• Evaluated departmental performance, set improvement goals, and implemented operational changes
• Strengthened engineering and operations through structured office workflows and resource coordination

Accounting, Finance & Reporting

• Evaluated financial data and generated QuickBooks reports to support budgeting and executive decision‑making
• Handled cash vault operations and ensured accurate processing of funds
• Performed monthly bank reconciliations in QuickBooks, resolving discrepancies to maintain ledger accuracy
• Processed 150+ monthly and 400+ quarterly customer commission reports with accuracy and timely communication
• Streamlined financial workflows through accurate invoice handling, reporting, and budget tracking

Administrative, Office & Facilities Support

• Dispatched vendor access, deliveries, and service appointments across multiple facilities
• Facilitated daily workflows by organizing materials, correspondence, and operational updates for leadership and staff
• Led several company relocations, ensuring smooth transitions through coordinated vendor management, staff communication, and facility preparation
• Maintained office systems, records, contracts, and administrative documentation for multiple departments
• Represented the company as primary contact for staff, vendors, deliveries, and onsite coordination

CyberLock Access Control & Security

• Configured CyberLock access schedules, zone restrictions, and security policies to enforce physical access controls
• Directed CyberKey issuance and retrieval during onboarding and separation to maintain access integrity
• Generated access reports and CyberLock audit trails for security reviews and compliance requirements
• Oversaw lock‑and‑key control systems, ensuring accurate assignments, updates, and security compliance
• Programmed and managed CyberKey access permissions for staff across multiple facilities
• Resolved CyberLock hardware and software issues, including key authorization failures and hub connectivity problems

Easitrax, Inventory & Warehouse Operations

• Analyzed Easitrax sales and inventory reports to guide purchasing decisions and route optimization
• Customized product databases, pricing structures, and planograms within Easitrax to support merchandising strategies
• Enabled accurate handheld device syncs, data uploads, and inventory reconciliations for route drivers
• Implemented warehouse organization, inventory rotation, and product ordering using Easitrax and handheld systems
• Optimized product lifecycle within Easitrax by adding new items, retiring SKUs, and updating pricing across locations
• Supported inventory accuracy by tracking product dates, warehouse organization, and weekly handheld counts
• Troubleshot Easitrax communication errors between machines and the host system to restore reporting continuity
• Utilized Easitrax software to manage inventory, create planograms, and coordinate vendor relationships

HR, People Operations & Training

• Administered employee benefits, processed payroll, onboarded new staff, and maintained company property records
• Prepared and administered training plans to support consistent employee performance
• Recruited, interviewed, and selected employees for final approval by leadership
• Served as acting leader in the CEO’s absence, resolving escalated operational and system‑related issues

Operational Coordination, Scheduling & Workflow Management

• Assigned and monitored work for office and field teams to maintain consistent service performance
• Coordinated cross‑department problem solving involving equipment, handheld devices, and workflow issues
• Enhanced route planning and customer scheduling to improve service reliability
• Monitored operational needs and communicated updates to keep workflows on schedule
• Organized daily operational tasks to align with established procedures and system requirements
• Verified operational needs during customer site visits and coordinated deployment teams accordingly

Process Development, Documentation & Systems Accuracy

• Built documentation, forms, and internal processes to streamline operations and improve data consistency
• Documented procedures, maintained onboarding materials, and ensured data accuracy across operational systems
• Managed accounting, procurement, HR, and inventory systems to ensure accurate data and reporting
• Updated system data and documented changes to maintain accurate operational processes