Kenneth Warford Email & Phone Number

Washington, District Of Columbia, United States

Leadership and Compliance Expert in Recordkeeping ServicesI bring a wealth of experience in providing leadership and oversight to ensure compliance with outcome-based recordkeeping services, significantly enhancing the participant and beneficiary experience. Key Responsibilities:- Leadership and Oversight: Spearheading leadership to ensure compliance with policies and procedures, while enhancing customer service delivery.- Expert Technical Guidance: Providing expert technical advice on policies, procedures, and customer service strategies.- Contract Oversight: Executing all oversight activities for contracts and supporting the Contracting Officer's Representative (COR) and Government Technical Monitors (GTMs) in accordance with the Quality Assurance Surveillance Plan (QASP).- Quality Assurance Management: Leading and managing four quality assurance branches: - Participant and Beneficiary Services - Customer Service - Transactions Processing (payrolls and participants) - Mail Operations- Performance Analysis: Gathering and analyzing performance data, consolidating inputs for leadership review and evaluation.- Strategic Development: Developing strategies around contract oversight, focusing on process development and improvement.Professional Philosophy:Committed to driving operational excellence and ensuring a seamless experience for participants and beneficiaries through strategic oversight and continuous improvement.

Washington, District Of Columbia

Benefits Process Specialist and Strategic LeaderI excelled at leading initiatives in benefits processes, consistently achieving timelines and ensuring compliance with federal regulations. With a focus on legal, death, and fraud/account security, my leadership ensured thorough validation of case-specific information to determine eligibility.Key Responsibilities:- Team Leadership: Led a team of five specialists, guiding them in resolving and processing complex cases involving legal matters, death benefits, and fraud/account security.- Compliance and Oversight: Supervised exception processing to ensure determinations were well-researched and compliant with federal regulations and Thrift Savings Plan (TSP) policies and procedures. - Government Technical Monitor (GTM): Monitored and oversaw vendor performance, ensuring consistent application of procedures, timely and accurate processing, and adherence to regulations.- Performance Analysis: Reviewed Service Level Requirements (SLR) and Key Performance Indicators (KPI) performance reports, providing written recommendations to the Contract Officer Representative (COR).- Strategic Support: As Acting Division Chief, supported the COR and other GTMs in developing and executing oversight strategies.Professional Highlights:- Expert Technical Guidance: Provided technical advice on policies, procedures, and customer service delivery to enhance the participant and beneficiary experience.- Process Improvement: Developed strategies around contract oversight and process development, driving continuous improvement.Professional Philosophy:Committed to enhancing benefits processes through strategic leadership, compliance oversight, and continuous improvement. Dedicated to ensuring a seamless and compliant experience for participants and beneficiaries.

Washington D.C. Metro Area

Compliance and Project Management Expert in Voter AssistanceHighly skilled in advancing compliance in policies and projects, I specialized in upholding state and local relations and ensuring exceptional voter assistance. Led a team of seven, I successfully oversaw the implementation of service level agreements with a keen eye on applicable laws and regulations.Key Achievements:- Timeliness and Accuracy: Achieved over 95% timeliness and accuracy for deliverables from 2014 to 2016.- Process Improvement: Developed six Standard Operating Procedures (SOPs) to establish effective internal controls and meet key milestones.- Customer Satisfaction: Boosted satisfaction ratings to 4.2 out of 5.0 by managing the internal Contact Center and Automated Call Distribution system, effectively resolving inquiries from various stakeholders.- Continuous Improvement: Leveraged Six Sigma methodologies to drive continuous process improvements, identifying short and long-term objectives to enhance project operations.- Workshop Planning: Planned and executed over 100 voting assistance and election official workshops bi-annually. Professional Expertise:- Compliance Management: Ensured adherence to federal, state, and local regulations.- Project Oversight: Managed projects across election cycles with a focus on timely/accurate deliverables and high stakeholder satisfaction.- Process Development: Created and implemented SOPs to streamline operations and improve efficiency.- Customer Service Excellence: Led efforts to enhance voter assistance and stakeholder engagement through effective communication and strategies. - Strategic Leadership: Drove continuous improvement initiatives and fostered a culture of excellence and accountability.Professional Philosophy:Dedicated to improving operations and ensuring compliance, passionate about enhancing the voter experience and supporting effective governance through strategic leadership and meticulous oversight.

Washington D.C. Metro Area

Global Voting Program Leader and Compliance ExpertWith extensive experience in overseeing Armed Services and State Department voting programs worldwide, I specialized in implementing programs and procedures to ensure compliance. Led a team of eight, I successfully supervised call center contracts, formulated task plans, and ensured accurate and timely responses to inquiries.Key Responsibilities:- Leadership and Oversight: Spearheaded a team in managing voting programs globally, ensuring compliance with relevant laws and regulations.- Call Center Supervision: Managed call center contracts, reviewed task plans, and maintained high standards in inquiry responses.- Team Development: Leveraged team skills across projects, assigned work based on priorities and assignment complexity, and identified training needs to build a high-performing team.- Representation: Represented the organization at various government and professional meetings, conferences, and events.- Information Resource: Provided briefs to Department of Defense leadership and assisted with briefs to Congressional Staffers, serving as a key information resource.Professional Achievements:- Enhanced Results: Improved project outcomes by strategically assigning tasks and optimizing team performance.- Process Improvement: Developed and implemented processes to boost production quality and efficiency.- Stakeholder Engagement: Actively engaged with federal, state, and local government officials, enhancing the organization's visibility and influence.Professional Philosophy:Dedicated to ensuring compliance and excellence in global voting programs, committed to enhancing team performance, improving processes, and providing strategic insights to leadership.

Quantico, Virginia

Global Voting Program Leader and Marine Corps VeteranFrom August 2001 to October 2005, I served in a pivotal role during my active duty in the Marine Corps, guiding the seamless integration of voting programs to ensure Marines and their eligible family members could exercise their right to vote.Key Responsibilities:- Program Integration: Provided guidance for 18 Installation Voting Assistance Officers, coordinating the efforts of over 800 voting assistance officers both domestically and overseas.- Policy Development: Analyzed laws and regulations to publish policies, provide guidance, establish program objectives, and assign implementation responsibilities throughout the Marine Corps.- Agency Liaison: Worked closely with multiple agencies to support voting rights for Marines and their families.Professional Achievements:- Awareness Campaigns: Achieved 80% awareness among Marines regarding their voting rights and available assistance.- Compliance Evaluation: Attained 90% compliance in evaluating voting programs worldwide as a member of the Inspector General of the Marine Corps (IGMC) team.- Executive Reporting: Enhanced transparency by developing and briefing senior executives on metrics, measures, program initiatives, accomplishments, and objectives.Professional Philosophy:Dedicated to ensuring compliance, enhancing transparency, and fostering a culture of active participation in voting processes, passionate about supporting the rights and responsibilities of service members and their families.

Washington D.C. Metro Area

Associate’S Degree, Business Administration And Management, General

Master Of Business Administration (M.B.A.), Business Administration And Management, General, Magna Cum Laude

Bachelor’S Degree, Business Administration And Management, General, Magna Cum Laude