Victoria Westbrook Email & Phone Number

San Francisco Bay Area

San Francisco, CA

• Develop, implement and manage reentry services contracts in excess of $1 Million
• Coordinate efforts to infuse gender responsive, trauma informed principles into services, policies, and operational practices of the Adult Probation Department
• Research and collaborate to develop and advance policies that improve outcomes for justice involved cis and trans women and gender non-conforming individuals
• Work collaboratively with citywide partners to improve services provided to for justice involved cis and trans women and gender non-conforming individuals
• Conducts regular outreach to communities on the intersection of trauma, victimization, and criminal justice involvement
• Helps to coordinate multi-jurisdictional strategies that advance progress and solutions

San Francisco Bay Area

• Develop and implement strategic plans regarding funding, programs, and marketing
• Responsible for delivering services in alignment with mission within budgetary constraints
• Refining program delivery and content to increase quality of services provided
• Continuously seeking funding opportunities; writing grants and managing grant submission
• Design and implementation of operational and programmatic policies, processes, and procedures
• Establishing, developing, and maintaining City government and Community partner relationships

San Francisco Bay Area

San Francisco Bay Area

• Collection and analysis of relationship management data
• Community partner engagement
• Program partner engagement
• Grant reporting
• Program correspondence

• Created marketing plan which increased customer base by 25%
• Created a bid proposal template which increased company revenue by 37%
• Created job bid sheets, allowing quicker delivery of bids
• Streamlined invoicing process, reducing the time to generate invoices by 25%
• Created system to track job costs, job completion time, and job revenues

Stockton, California

• Completed seven months of Service Level Agreement Monthly Reports resulting in contract compliance with the California Public Utilities Commission
• Developed Standard Operating Procedures for all activities supporting contract which resulted in reduced training time and costs

Oakland, California

• Managed projects that provided critical services for California residents, such as language services
• Developed and implemented Change Management processes for organization
• Assumed lead role in managing process/procedural change initiatives
• Established and maintained the centralized electronic storage of all program records and documents, including Change Management Requests
• Managed data cleansing / migration that successfully migrated 99% of data into new system
• Developed business requirements documents resulting in a new system which met program objectives

Oakland, California

• Drafted, negotiated, and managed the outsourced centralized Call Center contract
• Developed and conducted Call Center audit which resulted in substantial savings that were then reallocated to additional value add projects increasing services for Californians
• Created Service Level Agreement, implementing performance metrics and a system of liquidated damages which resulted in increased vendor accountability to the California Public Utilities Commission
• Effectively managed Customer Contact Department and staff
• Successfully utilized job enrichment to increase the productivity of my direct reports

Oakland, CA

• Identified a contract budgetary shortage which was unknown to the call center vendor, the California Communications Access Foundation, and the California Public Utilities Commission
• Timely identification of the budgetary shortage and implementation of cost controls resulted in no interruption of a State mandated Program which serves over 750,000 Californians state-wide

Oakland, California

• Responsible for managing a 11.5 million dollar (96 skus) inventory
• Managed contracted warehouse operations including receiving, examination, inspection, storage, shipping, inventory control, equipment testing/repair and disposition of equipment and accessories
• Obtained unprecedented 0% Variance on the State mandated, Contract Completion Audit, conducted by an independent 3rd party auditing company, which included 100% of the part numbers, as well as, all Return Merchandise.

Oakland, CA

• Defined and managed the Marketing Outbound Call Lead Generation project, as well as, the associated database development project
• Created job descriptions for newly established positions
• Designed process/procedures associated with implementation of outbound call model
• Created facilitated Beta implementation training for 10 call center representatives
• Established Beta implementation data analysis plan.

Oakland, California

• Managed the outsourced centralized Call Center contract
• Developed Service Level Agreement, which emphasized vendor accountability
• Created the Methods and Procedures to be used in the Call Center
• Created various accountability reports related to vendor performance, activity levels, and contract compliance
• Develop and implement procedural changes to ensure consistent customer service delivery

Emeryville, CA

• Provided second and third level support to Siebel Enterprise software application customers
• Documented technically complex issues for internal and external customer use
• Served as Primary for the functionality area - triaged and managed service requests in queue and addressed high severity, time critical issues
• Performed quality reviews of Service Requests to ensure that the quality standards and procedures were uniformly met and to assess the consistency and level of service and support
• Interviewed prospective Technical Support Engineers to assess their technical qualifications
• Supervised and mentored new hires, while assessing and measuring their performance

Emeryville, California

• Developed and maintained AnswerBase, Sybase's multi-platform internal and external knowledgebase
• Created and oversaw the Data Conversion Plan for migration from AnswerBase to a larger, more encompassing document management system / web-based KnowledgeBase.
• Provided second line technical support for AnswerBase, which included addressing customer complaints and interfacing with third party vendors to ensure that all customer problems were resolved.
• Created and implemented the AnswerBase training for the first line technical support team.
• Created an AnswerBase quick reference job aid for Sybase technical support and other internal users.

Master'S In Counceling, Marriage, Family, Child Emphasis

Bachelor Of Industrial Engineering, Industrial Engineering