Explains, processes, and implements efficiencies in the AskUSDA Contact Center based on expert understanding of the central operations using omni channel tools.Collaborates and partners with ACC Program Manager and agency-wide representatives to ensure customers receive responses to inquiries and provides mechanisms and advice on enhancements to Salesforce in order to receive maximum customer satisfaction.Works with team to conduct in-depth analysis, evaluate findings, make recommendations, and implement solutions to complex problems to enhance AskUSDA Contact Center and USDA's OCX systems, policies, and procedures.Prepares reports and/or presentations for senior leadership and OCX management identifying trends, patterns, and/or other predictions using relevant data.Reviews projects for feasibility, cost effectiveness, and practicability.Identifies and works with staff across the Department to gather information and compare best practices to inform and/or advise of potential problems that may arise relative to the AskUSDA Contact Center and Government-wide policy and programs.Conducts review evaluations and the quality of control for program operation activities.Designs and conducts studies to analyze and evaluate the effectiveness of internal and/or agency procedures for accessing and processing data throughout the Ask USDA Contact Center using data analytics.Monitors operational status and adjusts work plans, schedules, and assignments to meet goals and objectives while recommending the adjustments of resources.

PSY 590: Leading People and ProgramsPSY 615: Practical Leadership Applications

At Paradigm Leaders, LLC., our team of experienced professionals customizes our consultancy services to offer the best value for our clients’ training needs. Leads vision, strategy, and execution for all facets of operations at this Service-Disabled Veteran-Owned Small Business (SDVOSB), with a focus on coordinating business operations, Human Resources, and Finance in partnership with the Chief Executive Officer.• Successfully navigated the process of securing SDVOSB certification and accreditation as an authorized provider of continuing education by The International Accreditors for Continuing Education and Training (IACET). • Engaged in business development and contract negotiations to secure clients that include the City of Panama City Beach, Bay County, and the US Navy.

Courses Taught:PsyD 750 Applications of the Scholar-Practitioner ModelDMGT 750 Applications of the Scholar-Practitioner ModelHRM 690 Masters in HRM Capstone CourseMHA 608 Health Information SystemsHRM 606 Training and DevelopmentMHA 608 Health Information SystemsMSB 602 Security and Ethics for Business AnalyticsMBA 600 Professional Communications for ManagersMGT 304 Business Information SystemsMGT 303 Learning and DevelopmentMGT 301 Data Analysis & Decision Making for ManagersIOP659 The Art & Science of FacilitationILT 201 The Internet and Information LiteracyPsyD Dissertation Committee Member, 2015-PresentPsyD Dissertation Chair, 2015-Present

In addition to developing courses, teaching various undergraduate and graduate courses, and serving as a dissertation chair and committee member, I am tasked to develop and lead the Master of Science in Human Resources program at TUW.

Serve as a technical advisor on customer experience and assigned areas.Lead initiatives to improve customer experience and CDC service delivery using best practices.Conduct complex management studies with broad and evolving scopes.Collaborate with stakeholders to build customer understanding and solve problems.Develop and use data mechanisms to inform decisions and explore new research areas.Analyze data to identify trends and provide insights for strategy.Plan and facilitate workshops and meetings to gather stakeholder feedback.Develop strategies and research to enhance user experience for digital products and services.

Client Advocacy is a national program that allows Morgan and Morgan to support our client's treatment efficiently. We facilitate initial scheduling appointments, MRIs, and other specialty care according to evidence-based milestones. I grew this program from 30 to hundreds of FTE and spread it across the entire nation. our metrics improved from over 20% abandonment rate to under 10% in less than 6 months. We added four lines of business and instituted AI enabled quality listening.

Lead dedicated policy management consultants responsible for delivering work that will successfully fulfill and exceed client expectations. I also lead the tech team working across various workstreams for our VHA client. I am accountable for managing local policy analysis efforts in preparing for the VHA Electronic Health Record (EHR) enterprise-wide system implementation. Develop and update project deliverables in diverse formats, including process maps, weekly and monthly status reports and briefs, policy analysis, policy development training, and client presentations.

Leads the AdventHealth Medical Group (AHMG) contact centers with over 250 sites, 7.5 million calls/year, 2,500 telephony users, oversight of 12 managers, and hundreds of dedicated call center personnel. Partners with AdventHealth Informatics (AIT) to implement and optimize telecom systems for AHMG Central Florida Division South. Maintains administrative responsibility for the organization, direction, and management of optimizing centralized services. A key leader in the activation of new AHMG Contact Centers and after hours strategy.

Recruited to a newly-created position to oversee the patient engagement center, providing telephone support for healthcare clinics while maintaining full P&L responsibility. Started with fewer than 30 certified medical professionals supporting 10 clinics and growing operations to encompass 27 clinics and over 60 FTE. Coordinated with lab, referrals, and other business partners.• Contributed to the design of call flows and technology solutions in order to maximize efficiency and productivity from an operational and technical perspective.• Coordinates and leads customer satisfaction training and oversees the QA/QC process to ensure the highest quality patient experience in engagements with team members. • Exercises responsibility for operations management, strategic planning, contract administration, and contact center expansion initiatives.• Manages relationships with vendors, overseeing the procurement and deployment of information technology and other systems aligned with the needs of the contact center for 24/7/365 coverage.

Working in the Northern California Regional Continuum of Care, the Continuing Care Advice Program (CCAP) is an after hours, weekend, and holiday call center program connecting hospice and skilled nursing to critical clinical expertise. I lead at team of nurses and influence change with dozens of hospice and skilled nursing partners in the NCAL region to improve service, reduce variability, and focus on compassionate patient care.- Reduced overtime 17%- Added new service for vulnerable patient population- Switched to VoIP-based telephony- Standardized documentation and data retrieval with SharePoint- Hired several new management staff and >10 RNs

As Area Clinical Technology Manager, I managed a portfolio of strategic service delivery, educational, and budgetary initiatives in addition to my primary responsibility of administering the local comprehensive and cost effective, multi-million dollar per year maintenance service program for 11,000 medical devices and associated systems.https://www.kaiserpermanentejobs.org/veterans-voices-chris-ewingI routinely leverage RIM+ solutions to improve equipment service program ensuring patient safety, managing up to 10 union staff, reducing budget, and adhering to stringent local, state, and federal regulatory requirements.• Certified Kaiser Permanente Improvement Advisor and Certified Six Sigma Black Belt• Former Chair of Service Delivery Manager Peer Group for Northern California• Best Environment of Care by Joint Commission surveyor; least findings in >90 hospitals• Chair of NCAL Integrated Safety Committee for Clinical Technology• 2 Successful Joint Commission Inspections in 1-year; zero findings in department

Developed course curriculum in the School of Education and Psychology and taught various, multidisciplinary classes in an online environment.Courses Taught:MAE 599 Masters in Education Capstone CourseMAE 500 Psychology of EducationMAE 506 Cultural Perspectives in EducationMAE 502 Concepts in Educational InquiryMGT 371 Project Management for AcademicsMGT 340 Introduction to BusinessMGT 316 Strategic ManagementCIS 201 Foundations of Information LiteracyLOG102 Introduction to Logic

Directly controlled 213 range assets, 500 military and contractor personnel for spacelift and ballistic missile launches. Worked on multiple launches, coordinating with civilian counterparts in United Launch Alliance and other industry partners on space payload launches estimated at $254M each. Also coordinated with military missile operators to test launch ballistic missile launches valued at over $70M each. Tracked all operations personnel in the 30th Space Wing. Ensured currency of training, evaluations, and medical status compliance.

I served as a speech writer, executive administrative assistant, and public relations specialist. I routinely communicated the commander's message and coordinated special projects; authoring both spoken and written communication on behalf of base leadership. Planned and executed special events for >2,500 personnel.

Administered Rapid Execution & Combat Targeting ballistic missile qualification training course for 200+ students per year. Taught 586 classroom hours & conducted 214 simulation training hours in support of 800-hour weapon system course. Trained students in weapon system, nuclear surety, and emergency war order procedures. Conducted technically demanding simulator training and extensive 6-hour end-of-course evaluation to certify basic system qualification.• Ranked #1 of 26 instructors; developed national Air Force flight commander training course • Designed curriculum for largest tech training course overhaul nuclear operations history

Working in Joint Air Force/Navy/Army atmosphere; responsible for 400+ mobile jamming systems. Based on my previous educational and leadership experience, I was fast tracked on the instructor qualification for my field. I was the primary instructor for Northern Iraq in my field. At any given time, I was also responsible for approximately 1,100 deployed personnel in 14,500km, the largest operating theater in Iraq.

I had the responsibility of commanding flight of 25 officers, and 6 enlisted personnel. My primary responsibility in the operational environment was to advise my squadron commander on unit readiness. While performing my duty at the Alternate Command Post, I directed 15 missile crews, monitored 150 nuclear missiles & oversaw $3.3B in weapon system assets. I was directly accountable to the President, Secretary of Defense and the Commander of US Strategic Command for execution actions of 50 nuclear missiles upon direction.I was also responsible for maintenance and readiness of five alert facilities; quality of life for 65 operations, security & support personnel. I routinely conducted needs assessments and mentored subordinates in leadership, motivation and team building techniques and styles.• I was handpicked to perform a test launch of a missile from Vandenberg AFB to the Kwajalein Atoll in the South Pacific. The test validated $74M payload delivery system, launch functions, and technical readiness of the telemetry, satellite missile defense, and over the horizon tracking systems worldwide.• Ranked #1 of 15, #3 of 66 and top 5% of 252 junior officers; maintained 99% average on monthly tests for 4- years, resulting in command promotion ahead of peers.• Selected as 1 of 9 tactical squadron flight commanders