Created and implemented processes to move from using paper folders to an all digital system. Case managers send their paperwork to the Data team which enters it into the agency program (HMIS). As a result errors in the HMIS system are down to 1% or less and have maintained this for over a year. An audit of the data system was performed in 2021 across 700 records. No data errors or findings were found during the audit. A first in the organization's history. Created and implemented digital forms using Adobe Acrobat replacing old paper forms. The time it takes to complete the folders digitally is 20% of what it was. Reducing time waste for the organization, increasingly legibility of forms, as well as savings in cost for storage not needed for paper folders. Created and implemented new training materials for Case Managers. This includes training videos in a Youtube tutorial video style, a singular word document containing a glossary, step by step instructions with picture guides and direct links to various websites using by Virginia Supportive Housing in their goal to find housing for chronically homeless persons and veterans. All of the above were performed over the course of 3 regions (Hampton Roads, Richmond, and Charlottesville). Errors across all regions are below 5% and there are now digital backups of all folders, past and present, should the need arise to recreate folders due to damage. Prepared demographic and outcomes reports as requested by grantors on a monthly, quarterly, bi-annual, and annual schedule. This information is not only just used to report metrics back to our grantors, but also assists in obtaining new grants to further help Virginia Supportive Housing’s cause.

Managed a team of 20-40 in a fast paced technical support environment. Worked one on one with each team member to set monthly goals for their performance both daily and weekly. The team produced metrics of taking the highest number of calls, with the highest first call resolution rate during my tenure there. Developed employees to meet their career goals. This was done through one on ones, training, and working with other teams within IQVia. As a result the majority of internal promotions came from within my team. Created and reported on monthly metrics back to our client, Novartis. In the entirety of my time we never missed our contractual monthly service level agreements.