Coordinates with all Member Services (MS) business lines to focus on improving the Veteran experience, internal processes, and customer satisfaction and loyalty as a Supervisory Management Analyst by implementing Change Management methodologies to Lean Six Sigma Process Improvement projects to increase the overall efficiency internal and external business processes that extends across all business lines of Member Services to include Income Verification Division (IVD) Enrollment and Eligibility (EED), Compliance and Internal Controls (CICPO), Quality Performance Management (QPM), Health Resource Center (HRC), Systems Management and Veteran Affairs Medical Centers with an emphasis and focus on customer satisfaction.

Implemented analytical reasoning while utilizing statistical techniques, tools and methodologies such as Causal Analysis techniques, Ishikawa Diagrams, and 5 Why’s Diagrams to explore, determine and identify root causes of problems for business processes and Lean/Six Sigma projects.

Conducted Internal Control audits demonstrating skill in applying analytical reasoning, theories, concepts, principles, and practices of accounting to the Member Services (MS) business lines. Analyzing and monitoring new changes to systems and processes according to compliance and internal control standards of the Generally Accepted Accounting Principles (GAAP) and Generally Accepted Government Auditing Standards (GAGAS).