56%→85%
Org Case Volume Owned and Growing
Scope expansion through operating model redesign
Started owning 10–15% of the highest-risk escalations across the organization. Expanded the support model to own 56% of total org case volume, with a phased plan to reach 85% through capacity build and operating model redesign.
60%
Triage Time Reduction
AI-enabled transformation
Led org-wide AI adoption across scheduling, triage, and case management, reducing triage time by 60%, training time by 40%, with 100% team participation from day one.
95%+
QA Scores Sustained
Quality built from zero
Designed the team's first QA program from scratch. Scores held at 95%+ once established, and frameworks were adopted org-wide.
96%
Leadership Approval Rating
Top 4% of managers
Consistent top-tier approval across leadership evaluations, rated by the people being led, not self-assessed.
30%
Career-Wide Promotion Rate
1 in 3 people promoted
Across all management roles: the consistent result of intentional career nurturing, stretch opportunities, and advocacy at every level.
$20M+
Revenue Impact
Relationship-led market growth
70% close rate across 400+ partner relationships as a founding market builder at Uber Eats across four Southeast markets.
"
Across every role, Patricia consistently stood out as the kind of leader people want to work for and with. She did not simply tell me what to do; she helped me strengthen my thinking, build on my ideas, and develop the confidence and skills to succeed independently. Her leadership directly contributed to my growth, including helping me earn two promotions.
Kevin Lam, Project Manager, Lyft and Meta Platforms
Reported to Patricia directly
"
Patricia is one of the most transparent and principled leaders I've had the chance to work with. She managed a global team across four regions with a rare combination of operational rigor and genuine care for her people, and I would recommend her wholeheartedly. Any team would be fortunate to have her leadership, judgment, and advocacy.
Tess Cao, Premier Partner Experience Program Manager, Meta Platforms
