Manage Customer Service Division (agency Call Center and Retirement Education unit) and the division’s implementation of PeopleSoft-based comprehensive system; Lead division’s testing (UAT and Regression) of new system, developing more than 3000 test scenarios; Evaluate system’s online self-service application; recommend design changes; develop content to guide user experience; test functionality; Create comprehensive training program for division and agency IT staff assigned to provide technical assistance to the division post-go-live; lead training sessions; Document work processes in new system and create division User’s Guide; includes detailed descriptions of processes using text and screen shots, brief “cheat sheets” for each process, and a PeopleSoft/PERS terminology guide; Manage transition of Retirement Education programming from travel-heavy, employer-visit system to Jackson-based, multi-channel employer communication and training model, to significantly cut agency travel expenses; Develop age-targeted retirement education in cooperation with stakeholders; Represent agency on multi-state industry Customer Satisfaction Tool Workgroup and implement initial customer feedback tool program; Supervise total Division staff of 18.

Teach Public Speaking and Business Communication courses to undergraduate students.

Teach Public Speaking, Business Communication, and Government Communication to traditional and non-traditional student groups seeking one of the following degrees: AA, BA, BBA, BSM, and MPA programs.

Worked with local Board of Directors and national Foundation staff to implement new national organization plan; Initiated a review by the National Office of financial records maintained by previous management; Made appropriate changes to streamline chapter and to increase efficiency; Supervised staff of three.

Coordinated all public communications and marketing efforts for the Association; Created content for signature public education piece addressing nursing shortage as public health crisis and planned media and legislative launch of public education effort; Developed concept and content for website redesign; Wrote copy for brochures, booklets, and newsletters.

Developed and presented management and employee communication training workshops, primarily focused on improving interpersonal communication skills in technical professionals; Managed early phases of major fundraising campaign by Eudora Welty Foundation; Coordinated $11 million dollar capital campaign for a large church, resulting in a committed total five times the highest amount previously pledged at that church; designed layouts and wrote copy for all publications, including signature piece, and worked with committee and printer to edit; Conducted 2004 Mississippi Election Officials certification trainings across the state for varying levels of election officials.

Interpreted the “Help American Vote Act of 2002” (HAVA) for state implementation; represented agency at national HAVA strategy meetings and elections technology conferences; Served as staff liaison to state’s Select Task Force on Election Procedures and Technology; Coordinated “Promote the Vote” project, a civics education curriculum, awarded First Place TIME 2000 national award for youth voter education; Assisted Director of Administration with agency website, budgeting, and training projects; Served as “Team Leader” of agency Business Services Call Center.