Project Support and Technical Support: Provide comprehensive project and technical support for various initiatives within the VA, ensuring smooth and efficient operations. Team lead for Electronic Permission Access System (EPAS) for DTC.Salesforce Issue Resolution: Deliver technical support to both external and internal customers, effectively addressing and resolving Salesforce-related issues.Customer Service Line Management: Oversee the Customer Service Line operations, managing a team that handles incoming calls related to ticket status updates, Tier 1 support, and general inquiries.Reporting and Analysis: Generate and run detailed reports for DTC leadership and internal VA staff, providing insights and data to support decision-making and operational improvements.

Providing project support and technical support on various initiatives for the Department of Veterans Affairs (VA). Answer daily incoming calls to troubleshoot issues with Salesforce platform. Also work on issue tickets submitted by customers and respond to questions via Slack, TEAMS and other internal chat programs. We handled over 6,000 calls and closed over 2,000 DTC Helpdesk cases in 2023.Serve as Chair of the Cultural Awareness sub-committee within our Diversity and Inclusion Council

Customer Inquiry Response: Handle individual and corporate accounts regarding inside sales, customer service, billing, and verifying customer information, utilizing Salesforce for efficient management.Collaboration: Work closely with immediate team members and other departments to ensure overall customer satisfaction and service excellence for external customers.Document Destruction Services: Provide timely responses to customer inquiries about document destruction services, ensuring secure handling of sensitive documents.

Utilize compassionate communication and negotiation to ensure a positive customer service experience. Claims Management: Investigate, evaluate, and negotiate auto claims to reach fair and equitable settlements for all parties involved, working closely with third-party carriers, local law enforcement, and other external partners.Performance Goals Achievement: Achieve targeted performance goals to manage costs and support Allstate’s industry-leading operational standards.

Client Support: Provide customer service support to all clients from the first point of inquiry through all phases of the accreditation process for all programs, ensuring clients are provided the best experience and timely assistance.Customer Communication: Handle new and existing customers, following up through telephone and email communication to ensure customers have received renewal information for reaccreditation.Document Processing: Process documents within established time frames according to Standard Operating Procedures and related work instructions.Live Chat Assistance: Utilize Live Chat to assist customers with general questions about accreditation.

Manage telecom services for three major clients. Duties include negotiating contracts, analyzing telecom costs, and recommending new products. Responsible for monthly reports to clients along with management staff.

• Develops and implements strategic sourcing and vender relationship strategies for services.• Establishes requirements and monitoring measures.• Defines service levels and ensure compliance• Pursues new vender/partner relationships, including obtaining and evaluating bids as needed to provide excellent support and services.• Manages the relationship cycle with any current partners, including periodic review of new proposals and/or re-negotiating agreements in order to continually seek optimal value in service.• Manages projects from inception to completion while focusing on customer satisfaction, improving efficiency and reducing costs.

• Establish and manage an Area-wide system for disaster threats, warnings and incident notification covering seven states.• Execute disaster response and service delivery strategies for annual disasters within 106 field units, and ensure integration with all applicable national American Red Cross response plans.• Maintain close liaison and execute disaster response arrangements with multiple area based voluntary organizations.• Review, approve and monitor service delivery plans; recommend cost estimates; monitor the expenditures for approved budgets; and provide technical guidance and assistance to leadership staff.• Assign American Red Cross liaison personnel to Department of Homeland Security Regional Operations Centers.• Provide feedback to chapters and Area leadership for appropriate performance improvement and capacity building actions.

• Provided subject matter expertise concerning forty vehicles of the national fleet assigned to the Mid-Atlantic Region.• Reconciled and processed over one million in reimbursement payments and advance requests for chapters.• Procured material supplies for field units to increase ability to respond to disasters.• Supported Disaster Services Human Resources in recruitment of personal and volunteers for regional and national disaster relief operations.

Served as national technical expert to field units regarding 300 fleet vehicles. Provided subject matter expertise to disaster relief operations in relation to transportation and field logistics. Contributed to national policy development and creation of disaster response planning by implanting transportation safety guidelines and new driving regulations. Successfully negotiated contracts with rental agencies and vendors in purchasing of national fleet vehicles. Implemented the purchase and installation of global positioning system for tracking and locating fleet vehicles.