Managed implementation and deployment of a project management software, Asana, in order to improve campaign management and communication.Initiated the development of a framework to establish organization-wide Key Performance Indicators (KPI) to establish strategic goals, delivering on key membership strategies.Initiated the development of a new position, Troop-Group Banking Specialist, filling an operational gap, improving the process for both Volunteers and the Council’s administration of all financial accounts.Developed, created, and managed organization-wide documentation of policy, process, and procedure, which included a library of Solutions to drive First Contact Resolution in the support of volunteers, Girl Scout members, and community members.

Managed implementation and deployment of a property reservation and program registration system, Doubleknot, as part of an effort to improve member experience and develop a robust collection of data. Redesigned the Member Services Department delivering on increased administrative support across the organization as well as defining delivery of the Customer Service Experience. Identified gaps in business processes, procedures or systems and documented working with GSUSA resources to identify and implement solutions.Participated in the development of training materials with subject matter experts and assisted in conducting training and workshops in the use of new and existing business processes and supporting applications systems for the organization.Managed and maintained business application vendor support relationships for local applications as needed.Served as a super user of assigned portfolio’s support business software applications and serves as first tier support, along with department super users.

Facilitated and supported volunteer support staff in conflict management and participated in resolution procedure when necessary. Hosted regional activities such as focus groups, webinars, and town halls to collect data and feedback.Assessed and analyzed regional volunteer needs and expectations to help guide strategy.Provided leadership for the development and implementation of council-wide Girl Scout programs and resources to meet the needs of girl members. This included, volunteer onboarding, training, and other resources as dictated by the current and future strategic plan. Ensured implementation of matrixed department operating plans in designated territory.Ensured troop experiences are consistent with GSUSA and GSHPA guidelines; GSUSA health and safety standards; local, state, and federal laws. Worked in collaboration with the Chief Operating Officer to make strategic and informed decisions as it related to regional specialty of recruitment and governance.

Managed a team of Membership RecruitersWorked in collaboration with Director of Volunteer Experience to make strategic and informed decisions as it related to recruitment and governance.Oversaw a restructure of the Membership Recruitment Team Implemented migration of Lead Generation and member Conversion to a new Customer Relationship Management System (CRM), Salesforce.Developed and implemented policy and procedure that drove daily membership recruiter tasks.Managed remote team of Membership Recruiters who function under a customer relationship management system.Instituted hands-on management strategies to enhance the efficiency and effectiveness of all recruitment activities, acting as a player-coach.Created a culture of accountability to assure consistency in delivery of recruiting activities.

- Manage Front Desk Operations and Volunteers, including those hired through the AARP- Senior Community Service Employment Program.- Support the Regional CEO and agency activities.- Manage and support the Board of Directors.- Plan agendas and produce minutes for various meetings.- Support planning and execution of annual fundraising events.- Support region-wide Home Fire Preparedness Campaign events.

As a research assistant for HMA, I provided project coordination support for complex client engagements. I brought to each project experience in building data collection templates, maintaining project plans, compiling and proofreading research reports and managing project documentation. I helped to develop a data collection tool to be used for the collection of comprehensive data sets reflecting Medicaid and CHIP administrative organizational structures for the Medicaid and CHIP Payment and Access Commission (MACPAC). I helped manage and carryout a stakeholder process related to the implementation of an 1115 Wavier in the State of Maryland. Additionally I have experience completing extensive web research tracking changes in state policy and state procurement activity.I conducted project management for a large qualitative evaluation project set across the country. This project involved conducting case studies and site visits at Health Systems, Hospitals, Universities, Family Health Clinics, and Birthing Centers all of which received grant money through the Strong Start II Program. In addition to this project I worked on formatting hospital policies and procedures that were in the midst of being created and refined for the Department of Behavioral Health and Developmental Disabilities.

- Created and Maintained high quality relationships with PNC Customers.- Promoted PNC Products and Services through various on-sites and community events.- Provided exceptional customer service.