Managed project teams to standardize compensation, information system, and security processes across 172 VA medical centers to enhance consistency and efficiency in service delivery.Transformed an underutilized HR knowledge site into a comprehensive and user-friendly knowledge management website, redesigned for enhanced user experience (3-click access), and serving as the authoritative source for HR-related information.Successfully initiated the setup of an Agile-focused Project… Show more Managed project teams to standardize compensation, information system, and security processes across 172 VA medical centers to enhance consistency and efficiency in service delivery.Transformed an underutilized HR knowledge site into a comprehensive and user-friendly knowledge management website, redesigned for enhanced user experience (3-click access), and serving as the authoritative source for HR-related information.Successfully initiated the setup of an Agile-focused Project Management Office (PMO) that emphasized change management, streamlining the translation of customer feedback into Agile sprints to rapidly develop requirements for enhancing enterprise systems. Show less

Managed contact center knowledge and spearheaded the modernization of the outdated knowledge base, addressing categorization and formatting issues.Updated and improved over 1,300 knowledge articles, with priority given to the most frequently accessed content and high-demand categories.Developed Standard Operating Procedures (SOPs) in response to rapidly evolving priorities, including COVID-19 response, new federal programs, and emerging lines of business.Proactively… Show more Managed contact center knowledge and spearheaded the modernization of the outdated knowledge base, addressing categorization and formatting issues.Updated and improved over 1,300 knowledge articles, with priority given to the most frequently accessed content and high-demand categories.Developed Standard Operating Procedures (SOPs) in response to rapidly evolving priorities, including COVID-19 response, new federal programs, and emerging lines of business.Proactively identified knowledge gaps based on customer and field agent feedback, creating new articles to fill those voids. Show less

Led efforts to improve the experience for VA customers and contact center agents when transferring between different contact centers, addressing long-standing issues related to training, transfer processes, standard operating procedures, telephony platforms, and IVR setup.Conducted a thorough assessment of the current state and defined a clear vision for the desired future goal state, ensuring alignment with organizational objectives.Developed and successfully implemented a set… Show more Led efforts to improve the experience for VA customers and contact center agents when transferring between different contact centers, addressing long-standing issues related to training, transfer processes, standard operating procedures, telephony platforms, and IVR setup.Conducted a thorough assessment of the current state and defined a clear vision for the desired future goal state, ensuring alignment with organizational objectives.Developed and successfully implemented a set of recommendations, including the creation of contact center one-pagers, establishing a Community of Practice, devising an enterprise transfer agreement, and laying the foundation for a metrics study. Show less

Led the implementation of a new federal benefit program, including developing a comprehensive operations plan and designing/implementing internal policies, procedures, and communication strategies to ensure compliance with legislative requirements.Conducted a comprehensive portfolio analysis for Health Services Research & Development Office to assess the allocation of resources, identifying areas requiring adjustments to better align with updated strategic objectives.Completed… Show more Led the implementation of a new federal benefit program, including developing a comprehensive operations plan and designing/implementing internal policies, procedures, and communication strategies to ensure compliance with legislative requirements.Conducted a comprehensive portfolio analysis for Health Services Research & Development Office to assess the allocation of resources, identifying areas requiring adjustments to better align with updated strategic objectives.Completed statistical analysis of Department grade data for Georgetown University’s Masters in Health Systems Graduate Program in response to audit request. Show less

Led a team of 20 scientists in developing a predictive risk assessment tool for emerging infectious diseases, facilitating consensus-building among experts, and refining the assessment tool based on subject matter expert feedback.Designed and executed a tabletop exercise to validate the practical applicability of the risk assessment tool in simulated scenarios.Managed and oversaw the tracking and reporting of progress on over 300 activities identified as federal priorities in… Show more Led a team of 20 scientists in developing a predictive risk assessment tool for emerging infectious diseases, facilitating consensus-building among experts, and refining the assessment tool based on subject matter expert feedback.Designed and executed a tabletop exercise to validate the practical applicability of the risk assessment tool in simulated scenarios.Managed and oversaw the tracking and reporting of progress on over 300 activities identified as federal priorities in medical countermeasure preparedness to protect against CBRN threats.Overhauled HHS's internal CBRN priority reporting database, integrating legacy data for improved analysis and report generation.Conducted a gap analysis of the Strategic National Stockpile to identify gaps and unnecessary duplications of medical countermeasures in America’s national repository of critical medical equipment and supplies. Show less

Designed and delivered performance metrics to assess State-based Health Insurance Exchange operations for the Centers for Medicare and Medicaid Services.Authored news bulletins and reports for CMS Hospital Quality Initiative staff, covering news related to Hospital Compare, Hospital Readmissions Reduction Program, Hospital Value-Based Purchasing, and Affordable Care Act programs to ensure compliance and awareness.Coordinated project activities and events, including meetings and… Show more Designed and delivered performance metrics to assess State-based Health Insurance Exchange operations for the Centers for Medicare and Medicaid Services.Authored news bulletins and reports for CMS Hospital Quality Initiative staff, covering news related to Hospital Compare, Hospital Readmissions Reduction Program, Hospital Value-Based Purchasing, and Affordable Care Act programs to ensure compliance and awareness.Coordinated project activities and events, including meetings and stakeholder communication, and contributed to business development efforts by drafting proposal subsections, compiling data, and creating charts and exhibits. Show less

Directed health policy research on decisions African nations could take to improve domestic health care systems and health care quality. Demonstrated that concrete decisions by certain countries would lead to direct investment from external sources and increase the likelihood of success.Investigated existing levels of public health, transportation, and infrastructure in select nations to evaluate their ability to achieve objectives outlined in the African Growth and Opportunity Act by… Show more Directed health policy research on decisions African nations could take to improve domestic health care systems and health care quality. Demonstrated that concrete decisions by certain countries would lead to direct investment from external sources and increase the likelihood of success.Investigated existing levels of public health, transportation, and infrastructure in select nations to evaluate their ability to achieve objectives outlined in the African Growth and Opportunity Act by 2015. Show less

Orchestrated public policy and analytical research to assist local managed care organization in determining what the short and intermediate-term effects would be on their Medicaid recipients due to passage of the Affordable Care Act (ACA). Identified the most significant risks to a seamless transition and identified corresponding mitigation solutions.Projected Medicaid enrollee growth and county/state spending over a ten-year period under different scenarios that considered potential… Show more Orchestrated public policy and analytical research to assist local managed care organization in determining what the short and intermediate-term effects would be on their Medicaid recipients due to passage of the Affordable Care Act (ACA). Identified the most significant risks to a seamless transition and identified corresponding mitigation solutions.Projected Medicaid enrollee growth and county/state spending over a ten-year period under different scenarios that considered potential legal challenges that could invalidate certain ACA provisions and refusal by the state to fully implement the law. Show less

Contributed to strategic thinking on US policy towards Africa to support book under development by former US Assistant Secretary of State.Provided critical analysis and written materials on pivotal events to support the development of a policy timeline.Summarized complex US policy issues towards Africa succinctly for lay audiences.

Constructed ideological survey questions that reported to users where they were positioned on a political spectrum covering multiple topics of policy.Monitored legislation under consideration by Congress that was subsequently uploaded to the website to allow site users to participate as virtual legislators.

Conducted research and evaluated specific nations on how the forgiveness of large proportions of debt and providing economic aid could lead to increased political, social, and economic growth for select nations.