Within the Technology Modernization and Data portfolio, our actions are driven by three principles:-Accelerate capability delivery and strategy to enable greater, faster technical delivery to better serve the mission. -Align resources and performance to drive greater return on investment (ROI) in federal IT investments and align resources to IT lifecycles and needs.-Unlock information and data management to improve decision-making, data access, and transparency. By building this enterprise technology framework, we are enabling Federal Government agencies to: make quick and efficient decisions informed by data; seamlessly communicate within the Federal Government and between state, local, tribal, and territorial (SLTT) governments; proactively and securely meet the needs of the public; and maintain agility to adapt to emerging circumstances, like severe weather events, health emergencies, or malicious cyber attacks.

-Oversaw a multi-million dollar Salesforce CRM platform (10+M customer interactions/year) and its applications through requirements, design, build, test, and deployment-Served as a subject matter expert on Salesforce Service Cloud capabilities including agent workspace, case management, knowledge management, service process automation, omni-channel routing, and telephony -Worked with stakeholders and the Next Gen Program Office to develop the CRM vision, strategy, and roadmap-Evaluated the Salesforce CRM architecture and propose technical solutions to meet business needs-Collaborated with other DCC workstream leads and Next Gen project managers on integration requirements, including the digital platform, marketing and communications platform, contact center technical backbone, and Business Process Operations-Worked with the contractor on APIs to integrate the CRM with other systems-Set standards, provide oversight of the contractor’s CRM team, and ensured that best practices were followed when designing, developing, and documenting the CRM -Leveraged various project management methodologies including Waterfall and Scrum-Provided regular updates on progress, risks and mitigation strategies, and scope or schedule-Briefed senior management and stakeholders on best practices, trends, and new technical solutions-Executed Contracting Officer Representative duties and responsibilities, including monitoring the performance of the contractor and approving deliverables -Supported configuration changes and operational tickets as the CRM lead on the Configuration Control Board -Assisted with cross-agency Salesforce initiatives-Solicited customer feedback to drive improvements and operational efficiency

-Developed and delivered presentations on financial aid to students, parents, borrowers, schools, and partners-Served as a subject matter expert for White House and Congressional-driven national projects and events-Served as the outreach team’s Salesforce administrator for the Customer Engagement Management System (CEMS) Salesforce CRM tool

-Served as a primary financial and academic advisor utilizing Ellucian’s Enterprise Resource Planner (Banner software) for student information systems management-Collaborated with the Education Advisory Board campus representative to further develop predictive data analytics for the College’s new Academic Success Plan Program-Created a comprehensive student analysis using Ellucian’s Argos software to formulate new policy-focused concepts and methodologies to improve the student experience

-Supported the development, writing, editing, and proofreading of Spanish content include websites (StudentAid.gov/es) publications, social media, fact sheets, videos, and infographics for students, parents, and borrowers

-Provided research in acquisitions and assistance policies and developed an innovative tracking and implementation policy-Designed and developed a database management system that organizes and monitors all USAID Management Office policies and training courses

-Solicited and assisted in the award of purchase orders, blanket purchase agreements, and contracts -Provided project management oversight for senior government official visits-Authored the Mission’s first Standard Operating Procedures training manual for the Office of Acquisitions