Autonomous Vehicles
Waymo Vehicle Support
Supported HONK’s Waymo partnership across vehicle recovery and a specialized door-closing program that dispatched providers to secure doors left open by riders so vehicles could return to service.
Strategic Partnerships · Mobility · AI Operations
Building partnerships that move mobility forward.
Strategic partnerships and operations leader with 9+ years of experience turning complex mobility programs, partner networks, and AI-enabled workflows into scalable real-world execution.
Los Angeles, CAMobility · Partnerships · Product Ops
300+external partners managed
850K+annual service events supported
9+ yrsmobility & technology operations
$400Kannual savings contributed to
Four ways I create value.
Each capability reflects a different part of my operating experience — commercial relationships, field execution, product and AI systems, and measurable performance.
Strategic Partnerships & Account Growth
Commercial relationships grounded in the operational realities that determine whether a partnership can scale.
Managed a portfolio of approximately 300 external business and service-provider relationships.
Worked with contracts, rate negotiations, renewals, retention, partner economics, RFP support, and program requirements.
Handled churn and partners considering leaving the platform, resolving pricing, payment, service, and product issues.
Supported enterprise reviews, expansion opportunities, executive escalations, and cross-functional program execution.
Partnership operating model
Commercial Need
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Partner Model
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Scale
Mobility & Operations
Large-scale roadside, fleet, service-provider, and autonomous-vehicle support operations where uptime and response matter.
Fleet support, roadside assistance, service recovery, provider dispatch, and escalation management.
Supported autonomous-vehicle programs, including Waymo vehicle recovery and the specialized door-closing response program.
Expanded and optimized provider coverage across multiple markets using performance, capability, geography, and demand data.
Worked with SLA performance, restricted-roadway/DOT considerations, launch readiness, and real-time field execution.
Mobility in motion.
Operational readiness, dispatch, recovery, and partner execution at field level.
Operational readiness, dispatch, recovery, and partner execution at field level.
AI, Product & Technology
Hands-on experience improving the systems that connect customer requests, automated dispatch, frontline providers, and product feedback.
Worked with proprietary AI dispatch workflows, automation logic, prompt development, and QC troubleshooting.
Helped refine automated voice-agent flows and service-provider interactions, contributing to higher automated-dispatch performance.
Tagged recurring failures by rate, distance, vehicle type, geography, ETA, capability, and availability for Product and Engineering.
Used Heap, Looker, SQL, Salesforce, Zendesk, Asana, Jira, Slack, and Google Workspace across operations and product workflows.
AI-enabled service workflow
Customer / Fleet
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AI Dispatch
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Provider Match
Service Event
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Outcome Data
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Product Feedback
Analytics & Performance
Operational analytics used to find failure patterns, improve performance, and turn data into action.
Built and used Looker reporting and basic SQL analysis for response time, coverage, partner performance, utilization, and service trends.
Connected operational failures to cost, customer experience, retention risk, and partner performance.
Worked with forecasting, schedule adherence, occupancy/utilization, shrinkage, overtime, AHT, FRT, and staffing efficiency.
Supported rate audits, invoice validation, cost variance analysis, fraud/risk investigation, and payment approvals.
Example operating query
SELECT market, AVG(response_minutes) AS avg_response, COUNT(*) AS events FROM service_events WHERE status = 'completed' GROUP BY market ORDER BY avg_response;
Selected programs.
These programs show how I work: ambiguous problems, external partners, operational constraints, product feedback, and measurable execution.
Enterprise Mobility
Farmers Program Expansion
Supported a pilot that expanded into a major enterprise program, helping operationalize service workflows, performance management, recovery plans, and executive reporting.
AI & Automation
Dispatch Automation
Worked on AI-enabled dispatch flows, conversational prompts, failure tagging, QC troubleshooting, and frontline feedback used to improve automation quality and operational execution.
Performance that can be measured.
I’m most effective where operational outcomes are visible and improvement can be tied to response time, partner performance, customer experience, capacity, or cost.
850K+annual service events supported
300external partners managed
80+NPS performance supported
$400Kannual savings contributed to
HONK platform benchmarks: NPS 83+ · CSAT 4.7/5 · 50% faster service.
Company-level metrics publicly promoted by HONK; shown here as context for the operating environment, not as individual performance claims.
Company-level metrics publicly promoted by HONK; shown here as context for the operating environment, not as individual performance claims.
Career progression.
Frontline operations → analytics and product insight → strategic partnerships, account growth, and scaled mobility operations.
HONK Technologies
2021–2026
2021–2026
Strategic Partnerships & Operations Manager
Managed external partnerships and enterprise mobility programs across contracts, rates, renewals, churn/retention, RFPs, partner economics, service performance, product feedback, and operational scaling.
HONK Technologies
2018–2020
2018–2020
Account Analyst
Analyzed customer, partner, and operational performance using Looker, SQL, product analytics, and field feedback to identify service gaps, support pilots, and improve workflows.
HONK Technologies
2016–2017
2016–2017
Operations Supervisor
Led frontline operations in a high-volume, time-sensitive environment, managing escalations, coaching teams, reinforcing quality standards, and maintaining service continuity.
Education & credentials.
Formal business education supported by practical credentials in continuous improvement, project management, digital transformation, and AI.
Graduate Education
Master of Business Administration
California State University, Los Angeles
Undergraduate Education
B.S. Business Administration
California State University, Los Angeles
Selected Credentials
Operations + AI
Lean Six Sigma Green Belt · Project Management · Prompt Engineering · Digital Transformation · AI for Everyone