Maintain operational delivery responsibility for multiple service desks supporting multiple postsecondary financial aid programs. Responsible for meeting all financial, delivery and contractual requirements for service desk operations under NSLDS, AEDS, PAS, and EITA contracts with Department of Education Federal Student Aid. Project Manager for various assignments, including opening of new site (facility fit up, IT connectivity, security, staffing, and go live). Participate in multiple corporate Human Resources initiatives, including project planning, writing procedure documents, and developing training materials. Led project to move from legacy on-premises Avaya phone system to Amazon Connect cloud contact center.

Managing the operations of three specialized support groups providing technical assistance and problem resolution on behalf of the US Department of Education (NSLDS Customer Service, CPS/SAIG Technical Support, Loan Ombudsman Caseworkers/Research Specialists). Focus on identifying and implementing continuous improvement initiatives•Increased productivity in Ombudsman group by over 25% in less than two months and by 100% within four months.•Redesigned internal and customer reports to make information easier to understand and more actionable.•Wrote standard operating procedures (SOPs) and related documentation, including threat/crisis call handling procedure.•Developed and implemented plans to deliver support related to customer task orders.•Provided leadership to projects operated across multiple sites.•Achieved all key performance indicator goals and service level agreement metrics.

Director of Census call center operations for Lawrence, KS site.•Integrally involved in 2010 Census project planning as call center operations subject matter expert (SME).•Oversaw writing of standard operating procedures (SOPs) prior to initiation of live operations.•Successfully managed project for build-out of facility to meet NIST requirements.•Led project to implement new timekeeping system across multiple sites in the enterprise.•Directly responsible for management of site with staff of approximately 300. Conducted hiring of key personnel and oversaw remainder of staff selection effort.•Key member of internal project team to deploy new timekeeping system at multiple sites.•Led site in successful 2010 Census operations, meeting or exceeding all operational key performance indicators, including quality and schedule adherence. •Managed site closeout at end of operations.•Directed internal and external lessons learned activities.

Managed three technical support helpdesks supporting ELM Resources (ELM Service Bureau Helpdesk) and Department of Education (NSLDS Customer Care and CPS/SAIG Technical Support)•Restructured Helpdesk to enhance efficiency, improve customer service levels, and improve employee satisfaction•Managed successful launch of NSLDS Customer Service group with only 60 days from contract award to beginning of contract performance

Managed contact center that supported federalization of airport security screeners (under contract to US Department of Transportation, Transportation Security Administration)•Managed staff of 10 salaried supervisors and more than 200 regular and temporary employees•Provided program leadership across multiple sites when program manager was unavailable

Provided technical support for college financial aid professionals, assisting with software, hardware, and Electronic Data Exchange processing issues•Supervised staff of eight, including doing training, coaching, and performance reviews•Participated in all phases of software lifecycle activities•Wrote network messages sent by Department of Education to all post-secondary institutions•Prepared and delivered presentations at various conferences•Served as subject matter expert for Application Processing content area

Provided technical support for college financial aid professionals, assisting with software, hardware, and Electronic Data Exchange processing issues•Maintained detailed contact records in call tracking system•Assisted in training and development of new employees•Participated in internal and beta testing of new software releases•Developed and maintained extensive technical and program knowledge base