Shay

Driven and people-centered operations leader with experience directing multi-site programs, managing teams of 80 staff, overseeing 550-bed operations, and improving documentation accuracy to 99.7%. Skilled in budgets, contracts, compliance, service delivery, stakeholder relations, risk management, and process improvement. Strong background across nonprofit operations, banking, AP/AR, and client relations.

Recognized by LA City Council District 2 for leadership, operational excellence, and measurable community impact.

Mission Director / Interim Housing Director - Hope the Mission - Los Angeles, CA

(2023-12)

• Direct multi-site operations for a 550-bed interim housing program across 3 locations, overseeing staffing, compliance, budgets, reporting, service delivery, and operational performance.
• Lead and support a team of 80 staff through supervision, coaching, scheduling, performance management, and daily operational problem-solving.
• Improved documentation and reporting accuracy to 99.7% by strengthening review processes, internal controls, staff expectations, and data-quality practices.
• Manage program budgets, contracts, reporting requirements, and resource allocation to support service continuity, compliance, and financial accountability.
• Partner with funders, elected officials, vendors, community partners, and internal teams to resolve barriers and improve program outcomes.
• Lead process improvements to strengthen compliance readiness, reporting accuracy, staff performance, service quality, and operational consistency across sites.

Senior Manager, Accounts Payable & Receivable - Pacific West Freight Inc.

(2021-01 - 2023-12)

• Directed full-cycle AP and AR operations, ensuring accuracy, accountability, and compliance with internal financial controls.
• Prepared executive-level financial reports and supported leadership decision-making through cash flow tracking, reconciliation, and analysis.
• Resolved complex billing, payment, and account discrepancies while strengthening internal processes and reporting accuracy.
• Partnered with internal stakeholders to ensure timely payments, accurate receivables, and smooth day-to-day financial operations.

Senior Relationship Banker - Wells Fargo

(2014-01 - 2021-12)

• Supported branch operations, client relationship management, regulatory compliance, and employee development in a high-volume banking environment.
• Strengthened audit readiness, risk management, and workforce scheduling while ensuring adherence to banking policies and procedures.
• Trained and mentored team members to improve service quality, compliance standards, and client experience.
• Built trusted client relationships through professional, solutions-focused service while maintaining strict regulatory standards.