Chelsi Matthews Email & Phone Number

Annapolis Junction, Maryland, United States

Lead operational support for a 25-member team, providing real-time updates on potential terrorist activities to key agencies including the Office of Management (OM), Global Watch Operations Support (GWOS), Transportation Security Administration (TSA), Customs and Border Protection (CBP), National Transportation Vetting Center (NTVC), and government stakeholders. Pivotal role in coordinating and escalating complex maintenance activities and critical system outages through efficient bridge and conference call management. Enhance system reliability and uptime by proactively monitoring system health using advanced commercial and proprietary tools. Handle all incident and service request management, encompassing creation, analysis, routing, updating, and closure, ensuring swift resolution and high customer satisfaction. Conduct comprehensive initial troubleshooting for both IT and non-IT related issues, through monitoring tools and systematic checks. Manage Access Control tasks effectively, including processing user access requests, account creation, unlocking accounts, and resetting passwords.Key Achievements:• Team Leadership and Process Optimization: Drove process enhancements to increase program efficiency by 30%. Recognized for leading in high-pressure situations, ensuring team adherence to strict protocols and processes, improving overall performance and effectiveness.• Technical Expertise: Acquired in-depth domain expertise within three months, becoming the go-to resource for technical knowledge and guidance. Applied quick adaptation and comprehensive understanding of operational environment to reduce troubleshooting by 15%, boosting overall team performance and customer satisfaction.• High-Pressure Performance: Exemplified adaptability and initiative by proactively engaging in numerous critical incidents, often with minimal guidance.

Maryland, United States

Manage administration for AUA’s Practice Guidelines, Measurement (Quality) Departments, Physician committees and Quality Improvement and Patient Safety programs. Develop and distribute key member communications on quality or patient safety updates across various federal and industry standards. Coordinate AUA guidelines and quality initiatives across various departments including Marketing and Communications, Education, and Policy and Advocacy.Highlights:● Monitor, translate and distill federal and agency quality and patient safety initiatives (CMS, NQF, PCPI, AHRQ, PCORI, and FDA to increase quality management program and measurement science outcomes● Improve value and impact of AUA’s physician and patient educational programs by ensuring integration and consistency of AUA content guidelines and Quality initiatives agency-wide.● Oversee AUA’s nomination process including physician and staff nomination for federal and technical expert panels.

Columbia, Maryland, United States

Led full-cycle clinical research administration for a global provider of integrated IRB, IBC, DMC, and EAC services. Routinely collaborated with various stakeholders and project teams – Quality Assurance to ensure compliant, efficient, and timely investigative results. Highlights: • Optimized CIRBI platform review workflows. Steered process improvement initiatives within IRB management process by ensuring timely submission of data, appropriate reporting, and quality oversight to improve established project timelines.• Enhanced end-to-end audit controls as subject matter expert in varying compliance standards and protocols including ISO 9001:2015; 21 CFR Part 11/Annex 11, GDPA, and HIPAA. • Compliance advocate for risk/benefit analysis, informed consent, privacy and confidentiality, and vulnerable populations.

United States

Manage daily program administration for federal housing assistance programs within the Housing Choice Voucher Team. Coordinate full-cycle program activities from applicant screening, developing and implementing program policies and procedures - to maintaining program documentation, work schedules, and program reporting.Highlights:• Led department transition to innovate the HCVP recertification process. • Promoted within a few months to a Specialist role after successfully completing HCVS technical certification.• Identified as department’s “go-to” subject-matter expert for issuing reliable guidance on specialized program requirements. • Developed Move Briefing Video Project – an instructional video designed to enhance the informational quality of move briefings delivered to housing choice voucher clients.

Beltsville, Md

Delivered multi-level operational support for a 500-employee organization including business and project administration, client services, human resources, and account management. Designed and maintained all business records to track compliance/training activities, incident reports, personnel records, and required business reporting. Highlights:• Reconciled account discrepancies to improve cash flow, satisfy financial reporting requirements, and improve accounting procedures.• Lead resource on “best-approach” practices and strategies to resolve operational issues. • Entrusted liaison within management, technicians and service support teams, business partners, and clients.

Silver Spring, Maryland, United States

Delivered engineering support services for the FDA’s Office of Engineering Mission Support Services (OFEMSS). Facilitated project meetings – documenting key stakeholder discussion points, work plans, and decisions for accurate records management. Coordinated deliverables throughout multiple project life-cycles including field inspection reports, certified drawings, work plans, and project schedules. Highlights:• Leveraged advanced knowledge of group dynamics, leadership, and negotiation skills to collaborate with multiple project teams to drive critical components of project work plans. • Improved supply chain strategies by optimizing cost efficiency and delivery schedules through streamlined workflow systems and a 30% reduction in manual process. • Applied Microsoft Project software for project scheduling and quality control tools to monitor project plans, work hours, and budgets.

Baltimore, Maryland Area

Managed office administration for a 20-employee clinic providing pain management, spine, and brain surgery services to an average of 100 patients daily. Tracked the organization’s compliance and quality controls in accordance with federal and industry requirements. Delivered weekly briefings to peers and department leads' reviewing intake process, records management, and work policy and procedures. Recommended best-practice strategies to improve patient flow and customer service.Highlights:• Delivered high-level customer support – displayed confidence, composure, and professionalism to successfully resolve client inquiries and de-escalate patient concerns. • Streamlined patient intake process to optimize records accuracy and patient flow experience at clinic.

Columbia ,Maryland

Co-managed daily business operations for major retailer of global artisanal jewelry collection. Coordinated logistics, purchasing, inventory, brand strategy, and human resources within the logistics team for Pandora’s $4B US market – supporting over 2,000 employees and 400+ concept stores. Oversaw full-scale project activities for billion-dollar global enterprise – defined and tracked project milestones, the stability of project work schedules and deliverables, and providing periodic briefings to project teams and management across all business departments.Highlights:•Established positive work culture through daily & weekly team meetings, frequently communicating the company’s vision and mission, while encouraging and valuing feedback. •Earned promotion to management team after exemplary job performance and senior management recommendation. •Boosted employee morale and retention with personalized and enthusiastically-led employee orientations, periodic professional development, and training opportunities to ensure team members were empowered in work responsibilities, procedures, and established goals.•Improved inventory accuracy reducing product costs and ensuring adequate product stock levels.