Partner with legal and business/ engineering stakeholders to manage programs that are critical to our approach to transparency and risk in an evolving regulatory landscape.

Operationalize privacy from a key part of the hub of privacy at Microsoft - the Privacy Response Center (PRC). Partner with internal and external stakeholders to increase trust and transparency.

• Supervise team of 10 specialists in high-volume customer service environment by assigning work, advising on resolution of complex cases, auditing, tracking accuracy and speed, and providing feedback.• Conducted final review of cases to ensure compliance with laws, regulations, and policies, validating customer records, and ensuring high standard of quality (98.5% accuracy or better).• Collaborated with leadership team to schedule staff to respond to multiple dynamic workload priorities, resolve problems, and meet service goals such as issuing over 10,000 passports a week.• Led cross-functional team that used continuous improvement tools to analyze process steps and propose projects to meet 24-48-hour targets for response to 1300+ customer inquiries per month.• Acted as liaison between Seattle office and D.C. headquarters during rollout of updates to software system used to manage face-to-face service to 100-200 urgent counter customers a day.• Demonstrated exceptional commitment to my team, strong interpersonal skills, and ability to foster partnerships that enhance both individual and collective success by building on strengths.

• Received multiple awards for excellence across all performance categories and fraud detection.• Recognized for strong technical competency, drive, and leadership of team of peers tasked with resolving urgent, sensitive, and complex customer problems by organizing actionable tasks.• Innovated internal tools, documents, and processes to scale mentoring program to accommodate hiring at fastest growing passport agency in the nation from one-on-one mentoring to teams.• Communicated decision-making process in clear manner, whether explaining how to comply with regulatory changes or how to use global and domestic databases to perform fraud analysis.• Proposed ideas that formed the groundwork of a team proposal to upper management to improve customer experience at public counter where most urgent customers apply for passports. • Showed initiative by re-designing form used to track customer complaints to better align with modern methods customers use to communicate their issues, improving relevancy by 50%.• Led project on international financial scams during leadership program by partnering with internal and external stakeholders to facilitate a teleconference for Congressional staffers.Short-term International Assignments - Locations: Bogota, Guangzhou, Colombo, and Kingston• Cross trained to apply customer service skills to overseas work to meet high demand for visas• Received award from peers who recognized ability to master technology and people skills needed for assignment in Bogota, Colombia in 6 weeks what often takes others 6 months.

Developed communication strategies and materials for EPA actions and policies. Drafted official correspondence, written and online publications, internal alerts, updates, and talking points. Communications Services Branch, Field and External Affairs Division, Office of Pesticide Programs. Contracted internship position for Environmental Careers Organization.

Worked with counterpart agency, the Peruvian national park service (Instituto Nacional de Recursos Naturales - INRENA) to promote conservation and community development in site bordering national park. Taught teacher-training workshops in coordination with the Peruvian national park service and ministry of education. Developed and implimented environmental education curriculum in 5 primary schools. Promoted development of tourism services in community. Received training in non-formal education and project design and managment. Achieved advanced level of Spanish fluency.