In my current role, I manage a federally-funded disaster recovery housing program for the State of Texas' General Land Office in Houston. My focus is on enhancing support for homeowners and streamlining program efficiency. I regularly analyze and report on our achievements, aligning them with our strategic goals and conducting training sessions to enhance our team's compliance and operational skills.My Key Contributions for this role:• Directed $63M CDBG-DR program budget, ensuring compliance with federal, state, and local regulations and timely expenditures.• Updated policies and operating procedures to align with current legislation, maintaining program integrity.• Strengthened relationships with clients and partners, fostering collaborative success.

As a Project Manager, I ensured that all grants adhered to compliance standards and that funds were used effectively. By regularly updating policies and procedures, I kept our programs relevant and compliant. I've built and maintained strong relationships with clients and partners, which has been key to strengthening our network. Additionally, I led training initiatives to uphold high standards of documentation and review.My Key Contributions for this role:• Updated policies and procedures to reflect current legislation, ensuring program relevance and compliance.• Ensured grant compliance and optimized fund utilization by evaluating financial and programmatic documents.

As a Realtor, I assist sellers and buyers with their residential real estate needs.Key Contributions/Achievements:• Manage the “Contract to Close” process for my clients providing them with a positive real estate transaction experience.• Negotiate favorable financial terms and as well as other aspects of the sell/purchase process for my clients.

Completed AFFH Reviews for Grantworks, Inc. related to disaster recovery efforts from Hurricane Harvey.

As Managing Director, I was instrumental in reshaping our workforce dynamics, reducing non-billable headcount while increasing billable staff, which directly boosted our profitability. My tenure set new highs for customer satisfaction across the organization as I spearheaded the adoption of standardized global program and project management practices, fostering a culture focused on performance and results.My Key Contributions for this role:• Drove financial performance and regional growth in Asia Pacific region by administering $40M revenue and $23M expense plan across 18 countries.• Enhanced employee retention by decreasing attrition rates from 20%+ to less than 5%.• Improved service delivery and customer engagement by implementing strategic changes in delivery organization tailored to local APAC markets.• Strengthened key relationships with regional and functional leaders, prioritizing core professional services and customer needs.

Led establishment of the first global delivery organization for Avaya Professional Services (APS) by spearheading off-shore strategy, fostering international collaboration and service excellence. Coordinated with regional management and Subject Matter Experts to develop ISO9001 compliant global processes, enhancing standardization and efficiency across Avaya Professional Services.Key Contributions/Achievements:• Initiated and directed Center of Excellence, scaling up from zero to 140 personnel within six months while maintaining staffing stability with minimal turnover.• Mobilized Subject Matter Experts across various regions to train and mentor local teams, reducing training duration by 38%, thereby accelerating operational readiness.• Drove process enhancement initiatives in Center of Excellence, focusing on increasing efficiency through the implementation of consistent practices and automation.• Negotiated and secured Avaya Professional Services’ first System Integrator agreement with the IBM Global Alliance Team, capitalizing on the newly developed Off-Shore capabilities of Avaya Professional Services.

• Developed the first APS capacity planning model focused on APS readiness for new product introduction• Led efforts for design of training curriculums and delivery plans for new products• Analyzed and engineered new processes to ensure the attainment of short and long-term goals for operational efficiency

• Provided strategic, operating and capital planning support for Global Contact Center Practice within Avaya Professional Services• Led work redesign efforts as necessary to achieve business goals• Worked collaboratively with the functional and regional teams to establish a clear charter driving consistent methodology to meet the needs of the organization

• Fostered relationships with key clients to cultivate future business and high levels of customer satisfaction• Provided team leadership, managed program milestones and created resource plans across multiple disciplines• Coordinated the activities of project personnel to achieve customer satisfaction by completing programs on time and within budget• Maintained and built relationships with direct & indirect sales channels to promote business

• Implemented best practices and operational processes to optimize workforce including long range planning, short-term forecasting and staffing• Identified and reported critical operational metrics and established targets for work force management • Planned and executed training curriculum and delivery plan for new hires• Maintained an effective performance management process, reviewed progress against stated targets• Managed contact center technologies and liaised with regional teams to maximize effectiveness of applications to improve customer satisfaction and efficiency