OVERVIEW:Oversee division operations and staff who support the intake, drafting, and clearance process to provide formal responses for inquiries being submitted by two agency partners; Office of the CIS Ombudsman and Civil Rights and Civil Liberties (CRCL).

OVERVIEW: Modernize USCIS Public Services Division by leading the development and implementation of employee and customer initiatives in support of the agency's applicant services program integrating digital tools and live-help channels (phone-chat-email), to include the national omni-channel contact center operations (400+ agents) and outsourced onshore agents.HIGHLIGHTS:☑ Employee Experience Strategy - Develop EX vision, PSD leadership development program pilot, and implemented new automation capabilities to support agent performance.☑ Reporting/Analytics Structure - Defined new reporting requirements, led development of enterprise Tableau visualization suite, and created governance structure for oversight of workload management and performance.☑ Onboarding and Retention Strategy - Completed diagnostic to standardize disparate agent experiences and align best practices across operations to enhance the new agent experience, increase academy success rates through expanding pre/post academy training, and gain actionable insights through focus groups and surveys to improve agent retention.

OVERVIEW: Partner with clients to define, optimize, and execute the future of service by creating innovative approaches to enhancing customer-centric operations, drive sustainable growth, and improve both the customer and employee experiences (CX/EX).Served as the Advanced Customer Engagement Lead (West Region) supporting business development, proposal responses, financials and client relationships cross industry (Public Service, Tech, Health, Utilities).HIGHLIGHTS:Led full project scope, risk and client relationships for complex engagements focused on delivering:• Contact Center Operational Efficiency • CCaaS Integration• Customer Strategy• Contact Center Technology • Workforce Management• Onboarding & Training☑ Created Contact Center transformation strategy and operational enhancement recommendations for 4,000+ seat enterprise that encompassed training, workforce management, and agent experience to reduce key KPI's.☑ Led State Government Innovation Series to develop 5 future of customer service initiatives implementing new tools, processes and capabilities impacting the customer service experience, expanding channel of choice and streamlining employee production.☑ Validated organizational structure and developed future state roadmap through current state assessment. Completed gap analysis, created enhanced persona journeys, tooling recommendations (WFM, collaboration, metrics), and developed new KPIs. ROI is 15% reduction of total time to launch products/policies.

OVERVIEW: VP of Customer Support was a newly created role within IRE, an emerging B2B SaaS company, where I led the overarching customer support strategy, creating innovation in the people/processes, and scaling a multi-tiered operation through cross-functional team leadership. I oversaw all aspects of the division consisting of Performance Management, Workload Optimization, KPI/CSAT, AI-Chatbot, Training/Content Management, and 3 Tiers of live technical product support.HIGHLIGHTS:☑ Developed performance management oversight, enhanced reporting analytics, and created a new SOP for CS agent duties. As a result, two key KPI’s substantially improved; reduction of total resolution by 24%, and reduction of first response time by 5%, while maintaining over 93% CSAT.☑ Increased chatbot resolution rates by 9% during Q2. Led initiatives to identify and fill gaps in content to drive chat automation which reduced both live inquiry volume and top 5 inquiry drivers impacting CX.☑ Developed and implemented support organization realignment to enhance division operational efficiency. Created 3 new division level positions in the form of a content specialist, training specialist and product liaison to facilitate efficiency initiatives with a broad and meaningful impact to drive KPIs and CSAT/NPS.

OVERVIEW:Oversaw national customer-centric contact centers in support of USCIS benefit inquiries. Led team of 4 Directors and 350 federal team members, as well as Quality Assurance, Congressional Response Unit, and HR/Admin teams. Plan and administer $1M+ annual operational budget. Manage omnichannel strategy spanning IVR, live call, webform/email, and chat. HIGHLIGHTS:☑ Served 3 month detail as Deputy Chief of Public Services where in addition to the Contact Center Enterprise I led customer experience initiatives, CRM innovation, union negotiations, oversaw BPO vendor of 650+ support agents, & supported the negotiation of vendor contracts in excess of $20M.☑ Increased national performance 11% via application enhancements. Led initiative to design new tools within Salesforce; revamped the workload process by reducing live call volume 90% and pivoting resources to meet customer demands.☑ Raised overall enterprise performance quality 5+% to achieve national average of 94% during FY2020, surpassing targets. Created new quality reporting oversight, initiated monthly taskers to address low performers, increased training areas, and updated SOP on quality extraction and review. Reduced AHT by 6% for FY2020. ☑ Directed operational growth with 25% increase in staffing across all positional levels and filing key positions. Led national hiring strategies by partnering with Human Capital, Union and Labor Relations. Selected senior level Deputy Director positions at 2 centers, and developed a national staffing capacity request for FY2021.☑ Facilitated agency’s COVID-19 response from 3/2020 to 3/2021. Played instrumental role in pivoting national operations to align with agency expectations. Optimized internal resources, filled workload gaps, built new processes, and communicated performance to senior agency executives.☑ Wrote 3-pronged national guidance policies for Workload Management, Employee Engagement, and Reporting/Analytics.

OVERVIEW:Directed entire scope of the West Coast operations, including strategic initiatives for customer support on immigration benefits inquiries. Led 2 Deputy Directors, 11 Team Supervisors, and 100+ team members in an hybrid telework environment. Managed recruitment, hiring, and other HR functions, providing expertise in labor relations, union negotiations, and performance areas. Oversaw analytics and CRM platforms for customer inquiry management enhancements.HIGHLIGHTS:☑ Led the center’s oversight of HR/LER functions to include: 45% expansion of staff at all levels as the designated selecting official, driving full-scale structural change through recruitment, hiring, and retention strategies. Created position descriptions and candidate analysis tools to ensure diversity & inclusion hires. Provided expertise in labor relations, union negotiations, accountability, and OWCP/FMLA.☑ Surpassed FY2018 and FY2019 center goals for each critical performance metric. Created key analytic and accountability measures to open up feedback, training, and mentoring opportunities, achieving a 20% reduction in AHT, 7% increase in quality, 50% improvement in email output, and 4% month-over-month call quality improvement. ☑ Led all stages of the transition to a multi-channel business line operation (IVR-Phone-Webform), including local center training, improved analytical oversight, and increased engagement with stakeholders to discuss changes.☑ Served as an influential national representative, completing over 10 stakeholder engagements with audiences ranging from 25 to 100 (private sector and govt. partners as well as senior internal leaders from multiple divisions).☑ Developed a national workforce management strategy and center resource allocation models. Expanded employee schedule availability and increased production efficiency 10% by utilizing previously untapped work hours to expand the existing business line model.

OVERVIEW:Directed division performance operations, leading a team of 6 managers and 100+ employees. Managed HR, product management (SaaS & CRM platforms), and project implementation activities, including lean process improvements. HIGHLIGHTS:☑ Raised the overall station ranking from #27 to #5 in the nation by the end of FY2017. Leveraged deep analytics to develop Tableau Business Intelligence (BI) tools; paired analytics with improved processes to increase output by over 25% in FY2017.☑ Drove a 27% improvement in production by creating a regional office workload management directive. Developed or enhanced 10+ directives to align employee expectations with national deliverables, including employee performance, quality monitoring, individual case management, and supervisor workload management.☑ Led hiring effort to increase regional office staff size by 15% to meet agency demands. Oversaw the hiring of 50+ team members through recruitment, interviewing, and selection phases for 5 different positions. ☑ Build strong, sustainable relationships with internal and external stakeholders. Held over 15 engagements with senior leaders, C-suite executives, and external partners to discuss the impact of national changes.

OVERVIEW:Directed a team of 35 and coordinated projects to achieve target metrics. Oversaw multiple HR and administrative functions, including promotions, leaves, and employee development activities. Designed plans and procedures to meet agency goals.HIGHLIGHTS:☑ Achieved results 30% above capacity for a caseload representing an office of over 100 team members, reaching these outcomes with only a small team of 40.☑ Mentored 5 team members who were accepted into local and national leadership programs, as well as creating/leading multiple workload analysis classes that improved productivity in claims processing efforts.☑ Expanded the existing candidate pool through external hiring growth initiatives. Created innovative, data-driven recruiting opportunities through strategic alliances with community partnerships.

OVERVIEW:Assistant Operations Manager, Benefit Service Center (2013-2014)Management Analyst (2011-2013)Veterans Service Representative (2010-2011)Progressed rapidly through increasingly responsible positions, including transition to management.HIGHLIGHTS:☑ Increased team output by 20% within 6 months by building throughput and backlog reduction models. Reversed a prior situation of non-existent workload management principles and model, creating a review process to address caseload hurdles and a workload distribution model for effective caseload assignment.☑ Provided data informed strategic planning options for C-level executives by utilizing qualitative and quantitative analysis extracted from management information systems (Tableau, VOR, VTA and ASPEN). Developed BI tools to draft strategies in order to meet division performance and quality measures. ☑ Drafted the Regional Office Systematic Analysis of Operations (SAO), as well as completing 3 independent studies that reviewed the effectiveness and compliance of policies, quality measurements, and supervisory controls.