Gina S. Email & Phone Number

Reston, VA, US

• Spearheaded the ServiceNow Agent Chat initiative from concept to execution, including design, development, project scope definition, scheduling, milestone tracking, risk mitigation, and reporting
• Led successful client engagement as a trusted advisor, collaborating with government leadership and program leads to propose development opportunities, define requirements, and managed expectations
• Developed ServiceNow dashboards and reports to improve performance tracking and… Show more
• Developed ServiceNow dashboards and reports to improve performance tracking and ticket queue management, reducing aged tickets by 57% within 6 months and leading to improved customer satisfaction
• Delivered process improvement plans, tools and metrics to improve teams’ productivity, resulting in positive feedback from government senior leadership
• Mitigated risks in ServiceNow initiatives, ensuring compliance with enterprise policies and on-time production deployments Show less

Arlington, Virginia, United States

• Led a team of 4 developers and 7 analysts ensuring all program increment and sprint goals are met
• Reviewed business rules and workflows within ServiceNow and validated changes in downstream systems
• Worked across multiple workstreams to identify risks and blockers, provided updates to stakeholders, and drive resolutions
• Partnered with Product Owner and team to refine the product and sprint backlog to certify adequate workload for upcoming sprints

• Performed data analysis, identified invalid data, and corrected errors for data migration from legacy custom application to ServiceNow implementation
• Identified opportunities to improve system and created user stories which required working with developers to define acceptance criteria and technical details
• Facilitated meetings with end users globally and led projects to perform system testing to locate data migration errors in test environments prior to production… Show more
• Facilitated meetings with end users globally and led projects to perform system testing to locate data migration errors in test environments prior to production deployment
• Developed and executed test scripts for new features, logged detailed defect tickets and ensured defects were resolved in a timely manner Show less

• Oversaw project execution of data reporting from concept to execution for congressional reporting.
• Facilitate scrum ceremonies, leading daily stand-up, sprint planning, sprint review and sprint retrospective.
• Actively lead project teams, manage product backlog, deliverables, and improve processes and documentations.
• Lead cross-functional coordination between stakeholders and leadership, managing communication, risk mitigation, strategic and process development… Show more
• Lead cross-functional coordination between stakeholders and leadership, managing communication, risk mitigation, strategic and process development, and requirements gathering.
• Deliver effective internal and external presentations and skillfully facilitate client and internal meetings.

Washington D.C. Metro Area

• Developed strategies to increase TANF contract performance improving office efficiency by 10% over 4 months.
• Supervised overall performance standards for a team of 8 on a $1.8M contract deliverables, phases of the work cycle and staff development.
• Tracked performance of members of various project teams to assess compliance with budgetary, time and other requirements.
• Reported progress of work, goals, problems and other issues to supervisors, upper-level… Show more
• Reported progress of work, goals, problems and other issues to supervisors, upper-level management or boards of directors or committees responsible for oversight.
• Managed relationships with stakeholders and government counterparts to capture new action items and follow goals of the government’s initiative. Show less

Washington, District Of Columbia

• Reviewed regulations and updated policy related to the Workforce Innovation and Opportunity Act (WIOA), Eligible Training Provider List in District of Columbia.
• Analyzed annual performance data for training organizations and created individualized performance assessments to determine training providers’ eligibility status.
• Conducted audit and quality assurance of training provider’s program and facilities through interviews, site visits and data analysis.
• Provided… Show more
• Provided technical assistance to organizations to ensure programs follow the goals set by the government. Show less

New York, NY

• Managed 6 American Job Center contracts in excess of $20M under the Workforce Innovation and Opportunity Act (WIOA) applying management and organizational principles, and policy guidelines to the adult workforce.
• Led community partnership initiative, increasing partnership agreement with non-profits and community-based organizations by 30%, efficiently expanding services and brand recognition throughout the community.
• Coordinated talent… Show more
• Coordinated talent acquisition efforts, decreasing New York City unemployment rate and employing over 10,000 residents with new opportunities.
• Performed monthly contract performance evaluation measuring qualitative and quantitative performance measures, guaranteeing successful completion of monthly deliverables and exceeding the mayor’s workforce initiative.
• Assisted in implementing online marketing strategy to promote new programs and increase program applicants by 18%. Show less

Great Neck, NY

• Communicated with clients to gain a firm understanding of client’s needs and objectives of required products and services.
• Managed 40 accounts and developed new sales opportunity pipeline increasing sales contracts by 13%.
• Initiated new business development strategies to promote products to potential markets increasing customer traffic by 20%.
• Monitored factory production schedul tracking all client order activity until completion.

• Managed 4 Account Managers and was responsible for customer order and logistics for up to $400,000 of product inventory.
• Reported quarterly sales, revenue, loss, liability and trend analysis to assist in the development of new sales strategies for short and long-term goals.
• Created first annual cost analysis for management and decreased annual warehouse storage, handling and other supply chain costs by 40%.
• Trained customer service personnel to cross sell various… Show more
• Trained customer service personnel to cross sell various products to clients increasing sales by 15%. Show less