Professional Experience

7+ Years Transforming Business Through Technology & Innovation

Work History AI & Technical Education

Work History

IT Systems Business Analyst - Manager

doTERRA International 2021 - Present
  • Transformed End-of-Month Process: Redesigned promotional workflow reducing processing from overnight with week-long P1 issues to just 2-3 hours with zero errors
  • AI Implementation: Leveraged ChatGPT and custom GPT solutions to automate workflows and improve team efficiency
  • Enterprise Systems: Expert in SAP Commerce Cloud, managing enhancements across international markets
  • Process Optimization: Documented and streamlined critical business processes, eliminating communication barriers between teams
  • Bridge between technical and business teams, ensuring alignment on system capabilities

Customer Experience - Senior Manager

doTERRA International 2020 - 2021
  • Implemented self-service knowledge base reducing support tickets by 30%
  • Led cross-functional usability studies resulting in major UI enhancements
  • Designed data collection initiatives that shaped company-wide CX strategy

Technical Support - Manager

doTERRA International 2018 - 2020
  • Built and scaled global technical support team from ground up
  • Created structured escalation process, freeing IT engineers to focus on development
  • Improved resolution time by 60% through process optimization

AI & Technical Expertise

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RAG Systems

  • Built production RAG pipeline with LlamaIndex
  • Implemented vector search with Pinecone
  • Vectorized customer support manuals for semantic search
  • PostgreSQL + Pinecone hybrid architecture
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Enterprise Platforms

  • SAP Commerce Cloud
  • Salesforce Data Cloud & Agentforce
  • AWS (EC2, S3, DynamoDB)
  • Complex third-party integrations
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Languages & Tools

  • Python, TypeScript, Salesforce Apex
  • SQL, Kibana, Jira
  • Custom GPT development
  • Process automation
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Key Achievements

  • 90% reduction in EOM processing time
  • Eliminated recurring P1 system issues
  • 30% reduction in support tickets
  • 60% faster issue resolution

Education & Certifications

Information Technology

Utah Valley University | 2009 - 2010

Certifications in Progress

AWS Certified Solutions Architect

Salesforce Agentforce