Working to enhance and expand the Oakland Police Department's network of care for victims of violence in Oakland through coordinated provision of direct services, continued follow-up care, advocacy, criminal justice support, and community agency.

Provide community outreach, event planning, administrative support and consulting services to community based and non-profit organizations

Participates with the Councilmember and district legislative team in strategic planning, policy development, and decision-making. Performs complex and confidential administrative support requiring specialized knowledge and the ability to interpret broadly defined policies and procedures.

Educated, trained and guided community-based organizations, stakeholders, influencers, business owners and residents on how to access and utilize city programs and resources to best meet community needs and improve neighborhood outcomes.

Managed field collections and post-disconnect box recovery vendors for the California Region.Staffed and managed the first Comcast California Regional Field Collections team. Created operational processes and team goals and standards. Implemented standardized administrative processes which increased staff productivity by 40%. Developed an automated Field Collections program in conjunction with the IT team that streamlined invoicing and reduced company expenses program was that was so successful it was adopted for use throughout the West Division. Increased the field productivity by 14% and reduced overall bad debt by 22%. Executed process improvements and revamped voluntary disconnect procedures which reduced past pending orders by 70%. Championed changes to regional billing and dunning procedures to immediately address fraud.

Managed multiple outsourcing partners to maximize equipment and revenue retrieval, reduce loss and increase subscriber retention.Oversaw multiple system integrity programs with a team of 43 tap auditors, quality control technicians and check in representatives. Analyzed reports and communicated statistical feedback to managers, supervisors and employees regarding behavioral changes necessary to ensure compliance with new and existing policies. Created an electronic system to route, track and report results of field quality control checks which improved productivity by 33%. Restructured Field Audit routing, productivity standards and tracking which resulted in 44% reduction in unauthorized residences.

Coordinated employee education and system launches of sales campaigns and incentives. Designed and created communication tools to promote initiatives. Developed innovative incentives to increase field sales, collections and equipment retrievals. Coordinated, staffed and supervised community and promotional events in conjunction with the Marketing Team. Exceeded area and division sales goals through coordination of sales campaigns with the technical and customer service departments.

Managed call center, customer service centers and dispatch for a 75,000 subscriber cable system. Implemented customer service productivity standards, created tracking systems, analyzed results and directed change as needed to meet company and NCTA goals. Raised phone service level from 65% to 90% and increased customer satisfaction ratings for calls into the call center. Administered, operated and maintained the Executone phone switch and ACD system at two sites. Partnered with Fulfillment to streamline procedures and reduce costs by developing more efficient back office processes.