• Facilitated monthly executive level Monthly Business Reviews. Focused is on target setting, identification of action items and counter measures and encouraging the agency to become more data driven. Created interactive dashboards in Microsoft PowerBI for the Monthly Business Reviews combining disparate data sources into meaningful insights. • Consulted with other working groups on ways to better use of their internal data for decision making. Build predictive classification models to better understand the needs of the agency.• Prepared charts, reports and dashboards for management to use in the strategic planning process.• Utilized experience in data analytics combined with experience in behavior change therapy to help improve business processes. Emphasis placed on encouraging buy in and empowerment of employees.

• Six month acting assignment focused of shepherding the annual customer service and information survey through it's final stages.• Assist with ad hoc reporting of ridership and participated in data analysis of multiple data forms to determine where additional service is necessary.

• Subject matter expert on RideshareOnline.com (RSO) administration. Global system administrator for the tri-state website with more than 100,000 users. Manages membership and access for network level administrators.• Provides troubleshooting for RSO users including transit and community agencies, employers and end users. Creates and delivers trainings for vanpool providers, transit agencies and community groups. Provides product support to vendor including beta testing of new products and mobile applications.• Spearheaded the movement to utilize social media in Rideshare Operations. Created and presented the social media action plan. Manages the Rideshare Operations Facebook and Twitter accounts. Continues to find new and interesting ways to utilize social media including postings and promotions. Monitors relevant conversations on multiple platforms using Hootsuite.• Actively works out of two proprietary databases. Creates and runs queries in SQL and Access to fill data requests and compare information from both databases. Runs reports and compiles information for monthly performance indicators on ridesharing. Always seeks out additional ways to tell our story through infographics.• Provides excellent customer service. Answers the main hotline to provide information on all things ridesharing from basic questions to technical support. Monitors multiple email boxes to provide clear and concise responses. Created tool to help other staff members provide better customer support on the phone.• Provides leadership to Customer Service Specialist staff. Provides training and oversight on tasks as well as an escalation point for customer needs. • Monitors workload and determines scheduling and coverage needs.• Provides technical support to co-workers on different forms of technology from social media to Microsoft Lync to computer basics.

Functional Family Therapy Coordinator• Met with families and youth on parole to administer Functional Family Therapy. Assessed success based on evidence based targeted goals.• Acted as clinical supervisor to parole officers providing feedback and coaching on ways to improve case interactions and increase model compliance. • Trained staff in motivational techniques and dialectical behavioral therapy techniques.Juvenile Residential Rehabilitation Counselor\Intake Coordinator• Provided behavior change and motivational therapy to incarcerated youth. • Worked effectively in high stress situations with a diverse population of clients. Worked in maximum security unit specializing in severe mental health. Also worked with youth during their stay in inpatient drug treatment.• Provided milieu supervision and group and individual therapy.• Conducted intake interviews and assessments insuring that receiving unit that the vital information needed to receive client into their unit including active mental health issues and assessments for risk of suicide, aggression and/or escape.• Awarded a safety award for helping a high risk client find creative alternatives to self harm behavior during an episode of hallucinations.

Worked as a Camp Counselor during the Summer Youth Program summer camps.