Joan Kalvaitis Email & Phone Number

Arlington, Va

• Manage key aspects of portal financials, including finance system processes and controls, accounts receivable.• Is the subject matter expert of financial systems for portal, to include testing of upgrades or maintenance of financial systems and banking processes• Lead portal migrations of financial systems or banking processes. • Provide quality assurance for tasks related to financial applications (CDB, TPE, etc.).• Liaise with ETS to facilitate portal team’s financial system issues, laptop set-up and troubleshoot laptop issues.• Work with the Director of Development to manage all aspects of local LAN closet hardware, phone system, etc.• Provide primary customer support for YourPassNow (online application with National Park Service); support audit processing on a monthly basis• Marketing initiatives, business development research, to include attending marketing-related events to promote PSP, or other services, through attendance, presentations, and exhibiting.• Assist with business development and marketing research.

Arlington, Va

• Lead, inspire and supervise a team of customer service representatives who support over thirty thousand users.• Evaluate and coach members of the team in phone skills and customer support. • Manage and collaborate with third party telephony vendor(s) and ensure their performance and provision of services and quality is in line with portal expectations and contractual obligations.• Manage day-to-day call center operations.• Provide guidance and oversight to teams responsible for customer service aspects of the business.• Seek out, communicate and/or implement improvements to customer service processes and NIC Federal products.• Effectively communicate to many types of stakeholders. • Assist the General Manager with reports, presentations, and meetings.• Work closely with the Director of Development to ensure effectiveness of all teams.• Oversee and execute the portal’s financial operations, ensuring proper billing of customers and agency partners including ACH returns and resolution, collections, cash payments including lockbox and credit card processing.• Lead / participate in interview and hiring activities.• Accountable for the overall adherence to team’s use of CRM including logging, tracking, categorizing, escalating, and resolving issues for customers.• Perform software testing.• Participate in research and development of new integrations, services, and projects. • Process completed contracts and finalize set up and training for new clients in MCInfo web system and the DOT PSP. • Report on multiple departmental projects, including issue identification and resolution, action item closure and identification of potential new issues.• Marketing of web applications.

Accounting: Budget preparation for 1.8 million dollar association; monitoring and forecasting changes.Invoicing, expense report review and submission, monitor payments, reconcile the monthly AMEX bill expenses. Administrator of the Affiliate Membership program; process annual dues invoicing for over 60 members and 59 jurisdiction members. Keeping A/R within 60 days of issuance.Reconcile monthly bank account associated with the Clearinghouse within two business days of the end of each month. The account balance fluctuated monthly with as much as 80 million dollars processing through it. Membership: Provide membership support including information dissemination, meeting registrations, Affiliate Membership program information. Liaison for numerous member and non-member questions about all IRP supported programs including website access, SharePoint, meeting registrations, online voting, etc. on a daily basis. Technology:Project manager for the IRP Clearinghouse; ensuring the functionality of the system on a monthly basis. Track implementation progress, identify problems and provide additional information or assistance as appropriate to users to remove barriers to participation in IRP, Inc. programs. Increased participation in the Clearinghouse from 10 to 53 jurisdictions, out of 59 jurisdiction members.Develop documentation, business rules, and use cases with regard to application requests and provide quality assurance and testing for all changes to the Clearinghouse, web applications, and membership database.Develop training and informational material and presentations for the Clearinghouse, online voting, SharePoint, membership database and conduct workshops and other training programs to assist users and customers.Participate in multiple departmental projects, including issue identification and resolution, action item closure and identification of potential new issues and report to internal management and Board of Directors.

Primary liaison between the client and developers for a vehicle title application system. Identify user requirements with regard to developing and implementation of motor vehicle systems. Maintain contact with users to track implementation progress, assure customer satisfaction and expand current customer base. Review training and informational material and presentations to assist users. Assist in developing and analyzing new and existing product opportunities. Respond to customer inquiries regarding new applications or requests for modifications to current products. Determine requirements for modifications to existing or new products and services. Identify problems and provide additional information or assistance as appropriate to users and developers.

Supervise the Communication Services Coordinator and oversee the Communication Services department Project manager for the IRP Clearinghouse. Maintain the functionality of the IRP Clearinghouse. Provide direction in adding new services and applications and gather requirements from users and conduct feasibility study on potential new applications. Maintain contact with users to track implementation progress, assure customer satisfaction and expand current customer base Develop training and informational material and presentations and develop and conduct workshops and other training programs to assist users and customers. Assist in developing and analyzing new and existing product opportunities to determine requirements for modifications to existing or new products and services. Respond to customer inquiries regarding new applications or requests for modifications to current products and services. Maintain customer contact to assess satisfaction with IRP applications or services. Track implementation progress, identify problems and provide additional information or assistance as appropriate to users to remove barriers to participation in IRP, Inc. programs and report to IRP management and Board of Directors.

Schedule and coordinate training with team and provide supporting documentation. Participate on project development teams for complex projects relating to area of responsibility. Provide assistance to the user community in problem resolution efforts. Assist user community in testing new applications; develop test packages for user community for new applications. Coordinate Driver Systems training sessions between the user community and Driver Systems department. Report on multiple departmental projects, including issue identification and resolution, action item closure and identification of potential new issues.