Responsible for executing the overall business strategy and account planning to support Coforma’s strategic goals, working in partnership with VA and other Veteran-serving organizations.Responsibilities: Client Management* Director of Customer Experience for the Department of Veterans Affairs CEDARS IDIQ contract.* Main day-to-day contact between Veterans Affairs and Coforma across all digital services initiatives, projects, and programs.* Act as the immediate point of escalation for client issues.* Organize and lead client meetings, chair discussions, and provide informative account insights to grow the account and gain competitive advantage.* Oversee the assembly and interrogation of briefs and briefing materials to support proposal development and submission to Task Orders.* Proactively present new ideas and lead business planning efforts with clients to strengthen and promote long-term relationships.* Create and grow mutually profitable client relationships.* Foster the agency’s reputation as a trusted partner through open honest advice and a commitment to delivery.* Ensure client expectations are proactively managed in line with Coforma's capacity and capability to deliver.* Create a positive client stakeholder environment that values and welcomes the input of Coforma expertise and talent.* Develop and maintain a positive and collaborative relationship with client’s other agencies and their business partners.* Responsible for the development and delivery of agreed upon account plans and roadmaps.

Managed day-to-day activities on awarded Department of Defense (DoD) Task Orders across multiple IDIQ contract vehicles. Member of the corporate leadership team charged with monitoring task order financial and operational effectiveness.Program Management Office Responsibilities:* Managed over $30 Million in awarded military and civilian task orders, supervising 46 contract staff across 24 U.S. locations.* Managed stakeholder dynamics (COTR, KO, and Technical PM’s) and developed engagement strategies.* Oversaw all contractual deliverables, metrics, Key Performance Indexes (KPI) and Service Level Agreements (SLA), including development and reporting at client and executive level Program Management Reviews (PMR’s).* Oversaw budgetary and P&L oversight review and reporting on varies contract types such as CPFF, T&M and FFP.* Utilized Earned Value Management (EVM) methodologies to keep projects on schedule, within cost, while monitoring performance.* Reported and provided analysis on Estimate at Completion (EAC) vs. Budget at Completion (BAC) as well as yearly rate variance analysis.* Led operations and strategic direction, including long range staff planning, infrastructure improvements, service delivery and financial planning.* Managed all on-boarding activities for new program staff.* Monitored and coordinated staff performance reviews.Business Development Responsibilities:* Reviewed new opportunities and participated in bid/no bid decisions.* Assisted in developing price estimations and price to win scenarios.* Assisted in researching new client / market penetration discussions.* Developed long term opportunity forecast and pipelines.* Conducted colored team and compliance reviews as a member of the proposal team

Administering HSF’s multiple scholarship programs, including implementing rules and procedures of the application process and ensuring compliance with established scholarship requirements.• Administered the application process for The Gates Scholarship (TGS), a new $400+ million-dollar grant from the Bill and Melinda Gates Foundation.• Supported post-grant administrative responses to questions and procedures for a cohort of high achieving 300 minority high school seniors per year.• Ensured compliance, disbursement, management, and stewardship of all Individual HSF scholarship programs with up to 1,700 students per year.• Formulated and implemented scholarship administration policies.• Led, managed and trained the scholarship operations team comprised of 1 Sr. Manager, 2 Analysts and 7 support staff.• Planned, developed, and administered an annual budget for approval to ensure compliance with budgetary guidelines.• Ensured quality control of application materials, external communications and correspondence, data entry, and data analytics reports.• Established procedures for monitoring academic success and evaluated the effectiveness of retention efforts. • Ensured compliance with applicable contract and sponsor requirements and HSF policies/procedures.• Managed the launch and evaluation of scholarship programs.• Collaborated with the IT department to enhance database and systems design.• Worked with senior management to enhance and improve the HSF scholarship application systems.

• Maintained an outstanding patient and customer satisfaction experience by ensuring smooth operation of the dispatch and call center. • Tasked with measuring performance and productivity against the corporate KPI and metric standards. • Planned and designed management reports on customer and support services data. • Analyzed data to include identification of trends/ patterns and prepare findings and recommendations.

Managed a $50 million/year P&L portfolio of programs which included the company’s largest Firm Fixed Price task order with the Department of Veterans Affairs, National Service Desk (NSD). • Served as a member of the executive leadership team and continually expanded responsibilities in hands-on strategic planning and execution, staffing and resource management, customer service development, personnel management, and divisional purchasing.• Led operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery. • Provided cross-functional management, directing nine site managers, 40 supervisors and over 25 senior technical staff.• Successfully met all contractual metrics, KPIs and SLAs. • Utilized Earned Value Management (EVM) methodologies to keep projects on schedule, within cost, while monitoring performance. • Developed and reported operational and financial status to the executive leadership team at the monthly Executive Program Management Reviews.• Developed, managed and maintained all talent acquisition & HR programs for the NSD contract.• Successfully developed and conducted project staff and management training programs.• Negotiated contracts T&C’s with government customers, subcontractors, and vendors.• Provided general oversight and direction of 455+ service desk technicians and 50+ subject matter experts personnel.• Oversaw call-center infrastructure improvement projects at 4 major locations. • Successfully increased and sustained employee productivity through the continuous improvement of proper processes, procedures, lessons learned, ITIL & PMP best practices.• Built strong relationships with key stakeholders (COTR, KO, Technical PM’s) by becoming a strategic resource, partner and thought leader to both company and government customer decision-makers.

• Successfully managed a world-class help desk supporting over 355,000 government civilian, contractor, and military customers at the largest service desk organizations within the Department of Veterans Affairs, National Service Desk (NSD).• Provided executive leadership for a three-year, $151 million support and customer service infrastructure with 12 geographic locations in 10 U.S. States. • Defined requirements for existing customer service systems and worked with technology to implement new systems and enhance the existing systems, which included CRM, inbound and outbound calling, email management, chat, etc.

Director of Project Operations & Resource Management• Facilitated all communications between the Project Management Office (PMO), internal/external stakeholders, and project managers.• Consistently achieved CPARS of “Very Good” or higher.• Successfully managed multiple projects ranging from $1-$5 million per year while exceeding performance and financial targets.• Responsible for Project-Based P&L and EVM reporting.• Developed and maintained resource utilization analysis and reporting as well as project budget and resource forecast reporting.• Coordinated with PMO to ensure project communications, requirements, change requests, and project documentation are updated and distributed to all parties and stakeholders.• Oversaw and coordinated with Human Resources on employee project in-processing, out-processing, benefits, orientation, issue resolution, and terminations.

• Managed project activities and supervised contract administrators. • Interfaced with government and commercial clients regarding project budgets and staffing requirements to enforce contract project standards. • Developed creative pricing strategies and technical solutions as part of the business and proposal development team responding to government Requests for Proposals (RFP) and other requirements based on the clients’ Statements of Work (SOW).

• Developed and delivered project training and orientation sessions and materials for new project employees. • Managed two full-time recruiters, making sure all open job requirements were filled in a timely and effective manner with qualified candidates.

• Prepared and presented project reports to the project management team• Assisted in the creation of project orientation materials• Attended and participated in client meetings to prepare new strategies and plans to meet project objectives• Coordinated with the project management team regarding new-hires• Assisted team members in planning and organizing projects• Prepared analytical and statistical project reports for the project management team• Assisted project team members in collecting and maintaining project information

Lancaster Emergency Medical Services (LEMSA) & Lancaster General Hospital 1994 - 2000• Provided Basic and Advanced Life Support Services for the residents of Lancaster County, PA as a member of the LEMSA Emergency Medical Services Team based either in remote ambulance stations or Community Hospital settings.• Administered personnel certifications programs and taught continuing education classes for all ambulance personnel as the Training Coordinator for Manheim Township Ambulance (BLS Services).• Served as the Primary EMT-B instructor for PA Certification courses.• Instructed healthcare professions and general public in CPR / First Aid and AED courses.

• Led 2- to 4-person on-site survey teams in assessing Environmental Protection Agency (EPA) Windows workstations and servers for Y2K compliance. Trained new team members to use the GASP Assessment Utility Program

• Help Desk Manager: Designed, implemented, and managed a 200-user IT Help Desk. Managed a team of two technicians and three software developers and programmers. Coordinated the processing and prioritization of all Help Desk inquiries and problem resolution requests.• IT Coordinator: Coordinated, scheduled, and processed all requests for IT resources not related to the Help Desk. Established all processes and procedures concerning the IT resource department. Served as the main point person for all requests concerning software and hardware purchases, upgrades, installations, and moves. Developed strategies and reporting tools concerning IT Resource allocation within the company.