Provided research support for project assessing the state-level effects of the ACA implementation on racial disparities in health insurance.

Evaluated statewide reading tutoring program using multivariate regression analysis for MPA degree project.

Managed the implementation of socio-economic services designed to support low-income, landmine survivors in rural Cambodia. Responsible for financial management, program monitoring and donor relations.* Prepared annual budgets, approved expenditures, developed financial reports for donors.* Modeled revenue projections from rice milling business and micro-credit lending program.* Analyzed financial and program data to quantify program successes and identify areas for improvement.* Conducted qualitative research including surveys, interviews and focus groups.

Managed internal support team responsible for resolving complex customer disputes.* Responsible for interviewing, hiring and mentoring team of 18-20 representatives with advanced skill in conflict resolution and negotiation. * Coached representatives on how to investigate complaints, create innovative solutions and de-escalate dissatisfied customers.* Developed tracking tools used to identify trends in customer complaints.

Managed customer service team of 18-20 representatives with an emphasis on creating a supportive and rewarding work environment, fostering teamwork and encouraging innovation.* Monitored, appraised and provided feedback on staff performance.* Continuously improved performance management tools as member of Scorecard Committee.