• Planned, coordinated, and implemented through subordinate managers the visitor, tour, and call center operations at the U.S. Capitol, which welcomed 2.5M visitors annually, ensuring policies and procedures supported staff that provided an inspiring customer experience• Led a multi-level management team, including a Deputy Director, Assistant Directors, and Operations Managers, for a seasonally-fluctuating team of 130-170 employees• Led and performed human capital management functions, including staffing, organization planning, coaching, counseling for performance and discipline, training and development, and timekeeping• Prepared and administered an $10M budget for the Visitor Services division, effectively managing priorities, payroll, and FTE allocations• Functioned as the Chief Management Representative for labor relations, including negotiation of collective bargaining agreements• Collaborated, as a senior leader, with the CEO, Deputy CEO, and fellow directors in the planning, design, development, and implementation of the Visitor Center’s operations, strategic plans, budgets, facilities management, emergency response plans, policies and procedures, in-person and virtual educational programs, program analysis and evaluation, revenue generation, and liaison activities• Fostered and maintained relationships with Members of Congress, VIP guests, and legislative staff, including partners in government agencies and cultural attractions• Represented the Visitor Center in the planning and implementation of Congressional events and other activities that impacted operations, working with partners, including Congressional Leadership offices, Sergeants at Arms, U.S. Capitol Police, and Office of Congressional Accessibility Services to coordinate operational adjustments and staffing as well as VIP and public access; events included Inaugural, Lying in State, and Congressional Gold Medal ceremonies as well as emergency training, drills, and response

• Led the initiative to reorganize the Visitor Services Division to merge tour and operations branches to improve operational efficiency, right-size staffing, and strengthen cooperation among team members • Launched and led the initiative to draft the standard operating procedures for the division• Inspected areas of responsibility to coordinate facility maintenance and improvements to ensure safety and ADA compliance• Established training and development plans for each division position and oversaw and advised reports on the creation of individual career development plans, including personally facilitating training as needed

• Served as an assistant manager of 60 employees and collaborated with fellow managers to plan and implement all Visitor Services operations, including policies and procedures, daily operational adjustments, Congressional special events, liaison activities, hiring initiatives, performance evaluations, disciplinary actions, and resolution of informal complaints and grievances • Developed an employee customer service training and measured the impact by creating an evaluation tool to better set and evaluate performance expectations for providing tours• Updated curriculum and support materials plus expanded and delivered Capitol tour training provided to Congressional staff, military liaisons, and the U.S. Capitol Police to improve the content, increase course offerings and strengthen the quality of delivery• Served as the U.S. Capitol Volunteer Coordinator overseeing the extensive volunteer approval process• Provided VIP tours for guests of Congressional leadership

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