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Operations Leader & Systems Builder

Hi, I’m Josıe

I turn messy workflows into clear systems that keep teams aligned and moving.

View My Work → Download Resume ↓
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How I Work
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Process Clarity
Turning messy workflows into repeatable structure
Systems Thinking
Connecting details to the bigger operational picture
Team Alignment
Keeping stakeholders informed and moving together
Follow-Through
Building systems that work beyond the first draft
Built for Ambiguity
Comfortable navigating evolving, cross-functional work
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About

My Operating System

I'm drawn to work where details, people, systems, and timing all have to come together.

01

I notice the loose threads.

Internal audit trained me to slow down, ask pointed questions, and catch the small inconsistencies that can reveal bigger process gaps.

02

I turn ambiguity into next steps.

Whether rebuilding a program, launching a council, or validating remediation, I like creating clarity when ownership, timelines, or requirements are unclear.

03

I build systems people can actually use.

I care about trackers, templates, handoffs, documentation, and workflows that make work repeatable instead of dependent on memory.

04

I care about follow-through.

My default is to close the loop, clarify expectations, and make sure ideas turn into completed work.

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Experience

Where I’ve made an impact

I thrive at the intersection of people, process, and technology — turning complexity into clarity and strategy into action.

Freddie MacMay 2024 – Present

Internal Audit Associate (prev. Intern)

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  • Audited end-to-end lending workflows across Consumer Credit, identifying 10+ control gaps that informed audit findings, remediation, and follow-up actions.
  • Translated walkthroughs and testing results into audit-ready documentation across fieldwork, issue tracking, validation, and SOX testing.
  • Partnered with 6+ stakeholders to assess root causes, validate remediation, and support timely issue resolution.
SOX TestingRisk AssessmentAudit DocumentationStakeholder ManagementRoot-Cause Analysis
BU Community Service CenterJune 2023 – May 2025

Operations Lead

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  • Rebuilt a multi-state service program post-COVID, scaling to 200+ participants across 12+ nonprofit partners with no prior playbook.
  • Designed workflow automations across Qualtrics, Google Sheets, and Calendly to streamline screening, scheduling, and placement matching.
  • Served as primary on-call lead during live execution, triaging real-time issues across weather, cost, safety, and capacity constraints.
Program OpsWorkflow AutomationCross-Functional CoordinationLive ExecutionLogistics
BU Fenway Hall CouncilOctober 2022 – May 2025

Founding President

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  • Launched the first Hall Council for a newly opened 2,000-person residential community, building governance structures and operating norms from zero.
  • Led a 12-member council across 3+ university departments to translate student feedback into quality-of-life improvements and community programming.
  • Managed a $30K annual budget across vendors and university stakeholders, delivering programs with 90%+ positive attendee feedback.
Zero-to-OneGovernance DesignBudget OwnershipTeam LeadershipCommunity Operations
Songwriters Circle2024 – 2025

Co-Founder / Operations Lead

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  • Co-founded and scaled a student creative community to 60+ active members by owning weekly operations, event logistics, communications, and member engagement.
  • Managed behind-the-scenes logistics for meetings, showcases, guest speakers, equipment, and member programming.
  • Built onboarding materials and leadership handoff processes to support continuity beyond the founding team.
Creative OperationsCommunity BuildingEvent LogisticsMember EngagementLeadership Handoff
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Behind the Work

The Work Behind the Bullet Points

My resume shows the outcomes. This is how I actually operate inside messy workflows, live programs, and cross-functional environments.

  • Ask pointed walkthrough questionsUncover process gaps, unclear ownership, and conflicting assumptions.
  • Turn scattered inputs into structureTranslate evidence, conversations, and testing results into audit-ready documentation.
  • Trace issues to root causesLook beyond surface-level control failures to understand what actually broke down.

What I Navigated

  • Balanced detail orientation with stakeholder relationships across highly regulated workflows.
  • Followed through consistently so remediation items, open questions, and documentation gaps did not fall through the cracks.

Systems / Artifacts

Walkthrough NotesTesting DocumentationEvidence TrackersIssue Follow-Up NotesRemediation Validation Support

What It Sharpened

Risk ThinkingEvidence ReviewProcess MappingStakeholder Follow-UpAudit-Ready Documentation
  • Build systems that calm live executionReduce operational chaos when programs are moving in real time.
  • Coordinate across moving partsAlign students, partners, transportation, internal teams, and university leadership.
  • Make judgment calls under ambiguityBalance safety, cost, logistics, and participant experience when plans shift.

What I Navigated

  • Created repeatable workflows so future teams did not have to reinvent processes from scratch.
  • Stayed calm during real-time issues and focused on keeping execution moving forward.

Systems / Artifacts

Application FormsInterview Scheduling WorkflowsParticipant Matching LogicPartner TrackersLive Execution Checklists

What It Sharpened

Live OperationsCross-Functional CoordinationEscalation JudgmentProgram LogisticsParticipant Experience
  • Build structure from zeroCreate governance, operating norms, and planning systems where no playbook existed.
  • Turn feedback into actionTranslate student needs into proposals, systems, and implemented improvements.
  • Balance creativity with constraintsKeep ideas moving while managing budget, approvals, and follow-through.

What I Navigated

  • Prioritized communication clarity, planning visibility, and ownership accountability.
  • Designed systems meant to outlast the founding team and support continuity.

Systems / Artifacts

Shared DrivesTimelinesChecklistsInventory TrackersBudget TrackersRetrospectives

What It Sharpened

Governance DesignBudget OwnershipTeam LeadershipFeedback TranslationCommunity Operations
  • Build community through consistencyCreate dependable rhythms that make creative collaboration easier.
  • Handle the logistics behind the magicManage meetings, showcases, speakers, equipment, and member programming.
  • Preserve momentum beyond one teamDocument handoffs and leadership systems so the org can keep growing.

What I Navigated

  • Balanced creative flexibility with enough structure to keep momentum going.
  • Thought long-term about continuity instead of treating events as one-off moments.

Systems / Artifacts

Weekly Meeting WorkflowsShowcase Planning DocsMember SpotlightsSpeaker CoordinationLeadership Handoff

What It Sharpened

Community BuildingCreative OperationsEvent LogisticsMember EngagementSustainable Systems
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Projects & Initiatives

Turning ideas into action

A few highlights of programs I’ve built, scaled, and led.

Operations · Program Design

Multi-State Volunteer Program Rebuild

Rebuilt a post-COVID volunteer program from scratch, coordinating partners, placements, and execution for 200+ participants.

Multi-State Volunteer Program Rebuild
ProblemProgram shut down post-COVID with no playbooks or active partner base.
BuiltRebuilt from scratch by sourcing 12+ partners, designing allocation logic for 200+ participants, and streamlining intake through Qualtrics, Sheets, and Calendly.
ImpactScaled to 200+ participants across 12+ organizations in one cycle.
Governance · Zero-to-One

First Hall Council for 2,000-Person Community

Designed the first governance structure for a brand-new residential community and built the operating model from zero.

First Hall Council for 2,000-Person Community
ProblemBrand-new residential community with no student governance structure.
BuiltDesigned governance, onboarded 12 members, built planning infrastructure, and acted as liaison between students and 3+ university departments.
ImpactBuilt lasting infrastructure used by future councils.
Community Building · Org Ops

Songwriters Circle: 0 → 60 Members

Built weekly operations, logistics, and leadership systems for a new student music community.

Songwriters Circle: 0 → 60 Members
ProblemNo student music organization specifically for songwriters at BU.
BuiltBuilt weekly operations, booked speakers, managed venues and equipment, and wrote leadership documentation.
Impact60+ active members and organization continued beyond the founding team.
Audit · Risk Management

Consumer Credit Control Gap Analysis

Identified control gaps across regulated lending workflows and supported remediation validation.

Consumer Credit Control Gap Analysis
ProblemLending workflows with unclear control ownership and process gaps.
BuiltConducted walkthroughs and SOX testing at Freddie Mac, identifying 10+ control gaps and partnering with 6+ stakeholders on remediation validation.
Impact10+ gaps identified and used to inform audit findings and remediation actions.
Automation · Systems Design

Qualtrics + Sheets + Calendly Pipeline

Designed an intake, matching, and scheduling pipeline to reduce manual coordination.

Qualtrics + Sheets + Calendly Pipeline
ProblemManual, error-prone intake for a high-volume volunteer program.
BuiltDesigned an end-to-end pipeline from forms to matching logic to scheduling, reducing manual work and improving visibility.
ImpactStreamlined intake for 200+ applicants per cycle.
AI · Personal Systems

Personal Website Build: Blank Page → Live Site

Turned a scattered resume story into a live personal site with a clearer content system and brand language.

Personal Website Build: Blank Page → Live Site
ProblemNeeded a portfolio that made my operating style, experience, and proof of work easier to understand quickly.
BuiltDesigned the content architecture, visual system, mascot language, and AI-assisted iteration workflow from copy to deployment.
ImpactTurned a scattered resume story into a live, recruiter-friendly personal site.
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Toolkit

Tools I use to bring structure, visibility, and momentum to work.

Analysis & Tracking

ExcelSQLPower BIGoogle Sheets

Workflow & Projects

AsanaNotionQualtricsCalendlyGoogle Workspace

Automation & AI

ChatGPTClaudeCopilotGeminiAI Workflow AutomationAI-Assisted Prototyping

Communication

Stakeholder CoordinationDocumentationExecutive-Ready Summaries
Education & Skills ✦

Education, skills & certifications

Education

Boston University

Jan 2022 – May 2025

B.S. Business Administration

Concentration: Operations & Supply Chain Management

Minor: Computer Science

Skills
Excel PowerPoint Google Workspace SQL Python Power BI Notion Asana Qualtrics AI Workflow Automation Claude AI-Assisted Prototyping
Languages
Mandarin · Fluent / native proficiency
Certifications
G

Google Project Management

Professional Certificate

Asana Workflow

Workflow & project coordination

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HubSpot Inbound

Inbound methodology

Power BI Essentials

Dashboards & reporting

Work Principles

Principles I Bring to Work

Clarity is kindness.

People move faster when ownership, expectations, and next steps are clear.

Details are signals.

Small inconsistencies often reveal bigger process issues, unclear handoffs, or missing ownership.

Good systems outlive the builder.

Documentation, trackers, and handoffs should make work repeatable, not dependent on memory.

Follow-through builds trust.

The work is not done until open questions are resolved and the loop is closed.

Resume

Want the polished one-page version?

Download the concise resume version for an overview of my experience, skills, and impact.

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PDF · One page · Reader friendly

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Currently Exploring
Operations, Product Ops & Implementation Roles
NYCSFHybridOperationsProduct OpsImplementation

Whether you're looking for an operations hire, want to collaborate, or just want to say hello, my inbox is open.

josieyhh@gmail.com LinkedIn ↗