SENIOR CUSTOMER EXPERIENCE ANALYST - BROOKFIELD PROPERTIES - San Diego, CA
(2022 - 2025)
- Spearheaded enterprise Voice of Customer strategy across 12+ US and Canadian divisions supporting approximately 1,500 homes annually and customer-facing teams spanning sales, marketing, construction, and customer care
- Elevated customer advocacy by 25% over three years by translating homebuyer feedback and analytics into business priorities, operational improvements, and cross-functional action
- Elevated the Overall Rating of Builder score by 6%, Home Was Clean and Ready by 7%, and Overall Responsiveness and Confidence in Builder scores by 5% each over three years
- Increased customer survey response rates across the US and Canada by 10% by strengthening feedback loops, reporting, and follow-through across customer-facing teams
INDEPENDENT CONTRACTOR - SELF / INDEPENDENT CONTRACTOR - San Francisco, CA
(2017 - 2022)
- Built and scaled a customer-focused business, strengthening loyalty through personalized experiences and achieving 50% YOY growth
- Directed the opening of a new retail showroom projected at $2.75M in annual sales, overseeing operations, staffing, guest experience design, and brand presentation
SENIOR BUYER / CATEGORY LEADER – ACCESSORIES - BCBG - Vernon, CA
(2015 - 2016)
- Owned a $55M+ retail store buying budget for the women's accessories category, driving category growth and full-price performance
- Engineered a dynamic Open-to-Buy model that adjusted weekly procurement spend against real-time POS velocity, improving accessory inventory productivity turn from 3.2 to 3.8 annually, delivering a 15% relative improvement in annualized inventory turn
- Accelerated seasonal accessory sell-through from 58% to 66% within the initial six-week launch window, reducing end-of-season markdown exposure
- Protected category profitability by delivering a 4.5% lift in maintained gross margin and sustaining a 58% corporate gross-margin target through tiered pricing and product-mix strategies
BUYER / CATEGORY LEADER – MEN’S & WOMEN’S APPAREL - OAKLEY - Lake Forest, CA
(2012 - 2015)
- Directed a $60M annual apparel buying budget across US full-price and outlet channels, guiding category strategy, performance planning, and customer-driven assortment decisions
- Expanded full-price apparel profitability by increasing gross margin 5% and generating $1.25M in incremental annual profit across US Outlet Stores
- Improved apparel sell-through by 5%, unlocking $1.1M in working capital while reducing markdown and clearance exposure
- Engineered a Made-for-Outlet apparel strategy across Men's and Women's categories, increasing outlet revenue 12% and generating $1.08M+ in annual incremental revenue
- Optimized seasonal allocations and markdown schedules to improve product velocity, protect brand equity, and reduce end-of-cycle clearance liabilities
BUYER / ASSISTANT BUYER / DISTRIBUTION ANALYST - PUMA NORTH AMERICA - Westford, MA
(2004 - 2011)
- Owned a $60M annual apparel and accessories buying budget across 150 full-price and outlet stores, aligning customer demand, financial performance, and operational execution
- Architected strategic planning frameworks spanning Open-to-Buy, forecasting, pricing, and seasonal architecture to guide executive decisions and business performance
- Delivered 5%+ business growth despite macroeconomic headwinds through disciplined performance planning and customer-focused assortment strategy
- Identified and capitalized on unmet customer needs to generate 10% incremental revenue through a Made-for-Outlet strategy that improved relevance and value perception
- Maximized outlet profitability through pricing, promotional, allocation, and inventory strategies designed to improve sell-through, margin, and working-capital productivity
- Orchestrated seasonal accessory collections with global licensees, maintaining inline alignment, profitable margin structure, and product availability
