• Specializing in the unique needs of non-profit organizations, general and change management, program development, strategic planning, fundraising, event management, voting, legislative, and policy priorities, and social impact with target communities.• Designed and delivered training programs on leadership, communication, and team development, increasing staff and volunteer engagement and productivity.• Led organizational assessments and facilitated strategic planning retreats for boards and senior leadership teams, resulting in the development and enhancement of organizations’ core missions and objectives.Selected Projects: • National Faith and Labor Coalition (USA, 2023): Assisted in the coordination and execution, of a retreat uniting (50) stakeholders nationwide, using creative modalities to establish a framework, with SWOT analysis, for the development of a national internship program for seminary students.• New York Arch Diocese Catholic, Dorothy Day Guild (NYC, 2022) - Successfully guided the organization through a major leader transition and restructuring process, resulting in a strategic plan and goals to advance the next phase of Dorothy Day's canonization process.

• Set collaborative priorities, goals, and training initiatives with (40+) stakeholders to lead or support national campaigns, successfully expanding organizational reach in the northeast, south, and west regions of the U.S.• Cultivated (15+) key partnerships that doubled our campaign involvement, grew the volunteer base, and secured 50% increase in revenue.• Managed budget, conducted financial planning and analysis to inform strategic decisions, forecasted and assessed risks and opportunities, and created and implemented policies.• Developed theologically framed, professionally written materials and speeches for campaigns, press conferences, websites, social media, etc.

• Oversaw program operations with input from senior leadership, staff, and stakeholders. These included faith community organizing and state legislative campaigns, which resulted in passing {2} city and county ordinances, as well as impacting state-wide legislation. • Supervised {3} junior organizers, providing onboarding, formal performance feedback, and resources, which increased their confidence, skills, productivity, and fostered a team-oriented environment. • Planned, executed, and closed {10+} Get Out The Vote (GOTV) and issue-based campaigns, while managing {6} teams with specific goals, with tight deadlines.• Navigated risk management and time efficiently, which resulted in the 100% completion of campaigns, such has Dallas Votes initiatives.• Developed innovative GOTV and issue-based training programs, both in-person and virtual, tailored to campaign and community needs. Leveraged partnerships to train in electoral activities, including registration, canvassing, events, candidate forums, lobbying, and data collection.

• Trained {4+} new staff and managed {6} part-time employees, enhancing project workflow efficiency by 20%.• Assisted Data Operations Lead with data collection and processing, management, completing project two weeks ahead of schedule with 98% accuracy.• Observed both English and Spanish speaking special education classrooms for grades K through 8th using the Classroom Assessment Scoring System (CLASS), administered and collected data for a battery of literacy assessments, and provided data to coaches to support special education teachers.

 Increase the overall number of completed, government and internal, hardship assistance programs such as: loan modifications, short sales, deed-in-lieu, settlements, repayment plans, and extensions/deferments. This is done by collecting, processing and submitting documents to the appropriate departments and within expected timelines. Contribute to overall reduction of out of standard accounts for the department. This is accomplished by establishing a relationship and maintaining consistent communication with clients, attorneys and their parties regarding the status of their accounts. Help maintain horizontal lines of communication with in Operations by developing and maintaining relationships with other departments. Maintain and exceed monthly performance measures set by management in areas such as quality assurance, contact strategy, and training compliance courses.*Bilingual communication in Spanish.

 Assess development needs of employees to coach, train and develop their skill set using performance appraisals, motivation, policy and procedure and role-play. Following these methods improves the employees’ areas of opportunity, confidence, productivity standards and retention in the department. Initiated solutions to technical issues regarding the computer system and software, dialer and telephony functions to ensure continued and increased productivity for the department. Manage and monitor team and business activity, in a manual call center environment, to ensure goal setting and forecasting are accurate, which resulted in meeting/ exceeding business monthly goals. Created and maintained relationships with individuals throughout the business, to absorb a greater perspective of operations and utilize those resources to enhance department procedures.  Managed a special project team of 15 – 50 representatives, in a dialer environment for the Home Affordable Modification Program, H.A.M.P., initiated by the federal government. Managed high volumes of loss mitigation accounts to be processed. Developed and implemented innovative strategies, policies and procedures for the special project team. This increased the business’ number of completed, government-mandated modifications.*Bilingual communication in Spanish.

 Identified, defused and resolved escalated phone calls with both external and internal customers to continue a positive business/ client relationship.  Offered problem-solving methods to the customers on high/ low risk, investor, tax, and 2nd lien accounts that cured their delinquency. This aided in reducing the overall delinquency percentages for the department.  Collected funds on obstinate accounts using strong analytical, communication and negotiation skills, while empathizing with the clients’ situational needs. Processed extensions, forbearances, modifications, and foreclosure close and bills for CitiMortgage and Citi Trust Bank accounts. This resulted in a reduced over-all delinquency across two sites, Phoenix and Dallas.*Bilingual communication in Spanish.

 Managed a portfolio containing 200+ accounts with 30 to 119-day delinquencies making outbound/inbound calls. Achieved/ exceeded challenging goals ranging from $12 million to $50 million on a monthly basis that assisted in reaching the Back-end Collections Department’s bottom- line goals. In accordance with the Federal Debt Collections Practices Act, met quality assurance guidelines to maintain CitiMortgage’s highly accredited, quality customer care. Researched and resolved new acquisition account discrepancies to prevent and/or cure early payment default, which reduced progressive delinquency and time spent on resolving escalated accounts.*Bilingual communication in Spanish.

 H.I.P.A.A. compliant, confidential record keeping of consumer’s charts. Prepared and provided Doctors, Nurses, and Program Coordinators with consumer records daily. Efficiently routed calls to the correct department or case manager using a telephone board.

 Collected 30, 60, 90, 120 delinquencies making outbound/inbound calls on a dialer system. Collected funds on closed accounts from customers and title companies in an attempt to increase the recovery funds from paid off loans using customer service guidelines. Updated After-Payoff Department Database to track incoming payments which provided accurate reports for recovery payment trending which was used by upper management.