• Develop and implement customer experience strategies including the resulting programs• Gather and analyze customer feedback to establish standards• Write technical reports, findings, recommendations, and instruction materials for federally-regulated programs• Project management – planning, organization and documentation of customer impact• Prepare statistical data for State of California operating deliverables • Training with review of changes to policy, regulations and processes with cross- functional team members, including executive and senior level management • Budget forecasting with monthly reconciliation• Goal setting/achievement of company business plan and strategies• Develop key job accountabilities including success measurements for all direct reports• Recruit, hire and mentor staff across agency and industry• Timely completion of employee/department performance evaluations• Evaluate salary increases within organizational constraints• Analyze data to formulate definition for the execution of clear and consistent customer experience standards • Voice of the customer while acting as the advocate for fair process • Research, clarify, and provide regulatory/policy guidance to improve internal/external customer experience • Review, interpret, and recommend actions to establish or update company policies and procedures• Prepare and represent company interests in small claims litigation and negotiation of settlement agreementsSpecialties: • Certified mediator/negotiator independently investigating and resolving complex disputes pertaining to a federal programs_ U.S. Department of Education– Governor of California – Executive Director of the California Student Aid Commission– Legislative Offices – EdFund/ECMC President and senior management
