Manage the President’s calendar, schedule key meetings, and prepare executive presentations.Oversee the President’s travel logistics, including booking flights and reconciling expenses, ensuring seamless coordination.Act as a key liaison for the IDB Board of Directors, Executive Fellows, and other stakeholders, ensuring clear executive-level communication and alignment with strategic initiatives.Coordinate the IDB Executive Fellows program, collaborating with internal teams to develop annual schedules and ensure successful program execution with a focus on operational efficiency.Manage office infrastructure, including building management, equipment leases, and office supplies, optimizing operational efficiency.Lead event coordination for industry conferences, alumni networking events, and special initiatives, including HR onboarding activities and procuring awards.

Collaborated with executive leadership to analyze policies, improve program outcomes, and enhance stakeholder satisfaction.Led daily operations, managing staff and overseeing program execution within budgetary limits to ensure operational efficiency.Developed strategic plans alongside senior leadership, driving organizational growth and supporting the mission.Engaged with donors, community partners, and stakeholders, strengthening relationships and enhancing the organization's reputation through executive-level communication.Ensured full regulatory compliance, including adherence to HIPAA guidelines, while managing legal obligations.Mentored and motivated staff to improve performance, fostering a highly engaged and mission-aligned team.Utilized data analysis tools like Google Sheets and Excel to provide insights, optimize program delivery, and support informed decision-making.

Managed a team of 45+ PSAP call center employees, overseeing the processing of emergency and non-emergency calls for law enforcement, medical, and fire services via phone, chat, and email.Developed training materials, shift schedules, and promotional procedures, leading to a 75% increase in employee promotions over 4 years.Conducted Annual Performance Reviews and implemented Performance Improvement Plans, resulting in a 65% improvement in staff performance.Restructured KPIs, revised SOPs, and overhauled QA processes, raising compliance rates to 90% and driving productivity through continuous coaching and workflow optimization.Led data analysis efforts to track trends, created performance reports, and communicated findings to senior management, improving operational efficiency.Demonstrated cross-functional leadership by working closely with Patrol Commanders, District Chiefs for Fire and EMS, SWAT Commanders, NRT Commanders, and other LEA agencies (DEA, ATF, Narcotics), ensuring smooth communication and operational coordination during critical incidents.