Implemented and realigned the first customer experience office in the federal government modeled from best in industry to include Amazon, USAA, Starbucks, Marriott, Mayo Clinic, and Cleveland Clinic – with human centered design, user and digital experience, and data science mechanisms from the voice of the customer to modernize and improve the experience for over 50 million Veterans, families, caregivers, and survivors.Led the development and reorganization of a new operating model and mechanism focused on the delivery of customer experience data, products, tools, and technology based on best practices in industry to support the modernization of the second largest agency in government enabling 380K employees to improve the Veterans experience and increased customer trust by 19% points. Recognized by the White House as a best practice and to be an agency co-leader in customer experience to diffuse customer experience, patient experience, and employee experience best practices and lessons learned across the federal government.Led the realignment of the agency customer experience measurement capability and development of the first real-time customer insights engine at the strategic, programmatic, operational, and tactical levels to proactively improve the Veterans healthcare and benefits experiences.

Served as acting director for a team of 130 employees, led and mentored a team of six senior level managers, five senior analysts and senior staff assistants that provide administrative, operational, and logistical support to over 680 personnel that work closely with 56 benefits regional offices, over 120 healthcare systems, over 15 service organizations, and a staff of 64 judges, and 450 attorneys in providing outstanding customer services to Veterans and their families with access to healthcare and disability benefits services. Provided business development support and increased organizational value that supported a 50% increase in organization budgetary allocation to over 140 million dollars, and successfully advocated an IT budget of 38.2 million dollars to modernize appeals processing that will enable a cost savings of over 5 billion dollars in a ten year period.Developed key relationships with the White House CIO and CTO offices, to include the United States Digital Service. Developed and co-led a team represented by recognized leaders in cutting-edge technology in Google, Amazon, etc., and business leaders to leverage best in product design and engineering practices and transformed the development approach from waterfall to an enterprise based agile approach. Led a senior level cross-functional integrated project team to develop an innovative and creative modernization solution for the enterprise appeals system by developing solutions in legislation, people, process, and technology. Led an organizational change management initiative to include Human Resources, Employee Relations, and Labor Relations support to assist with the organizational transition from a paper-based appeals process to a paperless-based appeals process; for example, decreasing an appeal evidentiary process cycle time from 25 days to 5 days within a year, and no additional personnel/cost.

Led, directed, and managed a team of 17 personnel, and mentored over 120 remote personnel located at 57 Regional Offices across the continental United States, Hawaii, and Philippines – which directly resulted in the delivery of quality veteran centric appeal hearing services to over 40,000 Veterans, and assisted in the processing of over 49,000 appeal decisions annually. Led and managed multiple high visibility projects that have positively affected the lives of Veterans and their families. Led the team that identified numerous technology constraints, business process inefficiencies and training issues. Leveraged “best practices” in team-building, coaching and mentoring to increase morale among the staff and developed training plans to address skill gaps. Streamlined processes and leveraged technology to automate appeal hearing operations at no cost. Led the development of 15 dashboard key performance indicators that increased efficiency by 20%; increased efficiency and mission capability by 30% in first year; and improved quality and service to our Veterans by decreasing the hearing case wait time by 50%. Led highly visible secretary level initiatives to include the transformation of health and benefits services through video teleconferencing technology. Partnered with leaders in IT, health and benefits leaders, and as a result increased the tele-health and tele-benefits capability by 500%, expanded services to over 250,000 Veterans living in remote locations - saving the federal government 15 million dollars in operational cost over a 5 year life cycle. Consultant to the development of the plan and executed the relocation of an organization with over 700 staff, partners, and over 15 business operations seamlessly to a new building without any loss of productivity. Consultant to the development of the new VA Integrated Operations Center critical to the security of the agency and interests of the United States.

Facilitated graduate level classes in the Master’s of Science in Management program - to include “Leading Organizational Change”, and “Leadership Foundations.”

Provided oversight over financial practices, ensured regulatory compliance and provided the strategic vision, thought leadership, and budgetary oversight to meet the mission of the organization. Developed coalitions with the Board of Directors to develop programs and tools to support VA leaders, and provide charitable programs assistance to benefit Veterans. Leveraged innovative fundraising techniques to provide charitable program assistance to benefit Veterans directly such as the Veterans Winter Clinic in Aspen that enabled talented Veteran athletes to compete at the highest levels in the Paralympics in Sochi.

Deputy Officer In Charge of the Marine Reserve Medical Hold and Line of Duty Program. Responsible for the oversight of the Clinical and Non Clinical Care Management of all wounded, ill and injured Marine Reservists and families through the continuum of care and successful transition, resulting in organizational costs savings in excess of 20 million dollars, and 100% patient satisfaction. Critical in the establishment of the United States Marine Corps’ Wounded Warrior Regiment.Relied upon by 186 Marine Reserve Sites as the final medical authority for the successful screening and demobilization of over 15,000 Marine Reservists mobilized in support of Operation Iraqi and Enduring Freedom.Liaised with Service Surgeon General’s staff and Department of Defense and Navy Service Secretaries to address and resolve issues concerning, Care Management, Traumatic Brain Injury, Post Traumatic Stress Disorder, Family advocacy, Disability Evaluation System and Health Care Systems data sharing.Provided legislative counsel, amendment recommendations, and operating procedure modifications on required Congressional law, to ensure holistic results oriented patient and family centered care. Utilized Lean Six Sigma Black Belt techniques on defense service secretary level working groups, to craft policy, guidance and standards to support wounded, injured and ill service members and families. Consultant to the leading national experts in Combat Operational Stress (PTSD) and Traumatic Brain Injury; developed effective tools, policies and programs to reduce stigma, improve access to care, and treatment for all service members and families. Initiated and secured funding for the Department of the Navy Traumatic Brain Injury program a 13 million dollar operational funding line from the 2008 Supplemental Spending Bill.

Led emergency care operations and logistics for the healthcare team. Led teams in patient administration, patient advocacy, case management and third-party billing.Provided close operational medical care and support to Navy Air assets, Marines and SEAL Team members, operating in very remote and high-risk locations. Was recognized for superior achievement in providing sustained medical care and readiness to over 420 personnel during deployments to Asia, Central America and the Pacific Rim.Emergency Room Shift Supervisor. Superbly coordinated very complex mass casualty events. Provided emergency medical and intensive care and medical services at Naval Hospital Guam, Naval Hospital Jacksonville Florida, National Naval Medical Center in Bethesda Maryland, and Naval Hospital Puerto Rico.