Chris Yates Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

Created a Voice of Customer program at CISA. Through interviews, brainstorming, best-practices research, collaboration with Data Stewards and other agency stakeholders, and analysis of operational and transactional service data, I defined and implemented the CISA Voice of the Customer (VOC) program to capture customer needs and feedback, increase customer understanding, and reduce fragmentation and overlap of customer touchpoints. The VOC program organized, analyzed, and shared qualitative and quantitative customer data from across the agency; advised management on findings and emerging opportunities to improve products, service delivery, workflows, and the VOC program itself; and staff outreach on customer insights resulting from VOC helped improve focus on needs of the agency’s customers. Created a toolkit to improve survey outcomes and employee engagement with CX. I created the CISA Survey Toolkit to improve agency capability to set meaningful research goals, release effective surveys, and leverage Qualtrics to conduct surveys and analyze responses. The plainly written toolkit contained standard operating procedures for staff use, survey best practices, a question library, and survey data requirements to ensure survey data that could efficiently contribute to VOC. Creating a CX/UX Center of Excellence. Within ECS, co-created a Chapter of ECS’s Management and Modernization Center of Excellence. The chapter helped to create a community of practice and support network for designers; encouraged their career growth through building career tracks, defining roles, and advocating for inclusion of design at all phases of work in both Agile and traditional waterfall methodologies; creating design training and guidance for ECS staff; and developed new opportunities for design work totaling more than $70 million.

Alexandria, Virginia, United States

* Supervise a team of writers, editors, and publication specialists to update the Cooperative Patent Classification system. * Partnered with international stakeholders (e.g. the European Patent Office) on changes to the system, and disseminate the changes.* Supervised the design, development, and implementation of IT tools to support CPC publication and data quality. * Worked with colleagues throughout the Office of International Patent Cooperation (OIPC) on internal- and external-facing communications about OIPC's mission, activities, etc.

Washington D.C. Metro Area

Leading a team of design, printing, editing, and photography experts, working toward customer experiences that are clear, coherent, and meaningful.* Led the creation of the CDS team. This transformed graphics, photography, and printing teams from a limited, reactive, and production-focused approach into a fast-paced, inclusive, and outcome-focused organization that “gets to yes,” and offered entirely new lines of service (e.g. design strategy, communication support, editorial, video). Without increasing the staff of 16 or the annual budget of $2.2m, customer satisfaction scores rose by 24%, employee satisfaction rose 10%, and production increased by 40%.*Developed strategic objectives for Treasury’s 2018–2022 Strategic Plan; designed the innovative and award-winning final Strategic Plan publication; and composed and implemented the launch communications to Congress, stakeholders, and 88,000 employees. * Managed cross-functional, cross-organization, and mixed career/political teams to publicize agency policy initiatives, promote international conferences and events, build awareness of new financial literacy programs, develop internal and external communication strategies, establish and refine agency brand identity, formalize written and visual style on agency-wide initiatives, and educate the public on Treasury’s history and mission. * Supervised a diverse team of professionals in CDS who delivered a broad array of services, including communications planning, design thinking working sessions, audience analysis, and the creation of products including reports, event materials and photography, press releases, forms, newsletters, infographics, portraits, and the check printing program for the federal government. Managed CDS, including recruiting and hiring, career guidance and coaching, office budget, IT facilitation, project management, monthly and annual evaluations of union and non-union employees, performance management, and many other personnel matters.

Washington, Dc

* Led the development, design, and production of NASA’s award-winning books and ebooks. Individually produced more than 10,000 pages of content from start to finish, including initial design, layout, revisions, prepress, publication, and all stages of creation and distribution.* Led the development of http://www.nasa.gov/ebooks, NASA’s ebook portal containing over a hundred accessible and completely free books, research guides, and other publications in a variety of formats. * Handled dozens of simultaneous projects, large and small, and ensured that deadlines were met (or improved upon) without sacrificing quality. * Prepared weekly reports for upper management, shepherded jobs through the team's project management system, and developed project goals and action plans. * Co-administrator of NASA HQ’s Adobe User Group, facilitating training on design standards and technologies (e.g. XML, CSS, ePUB 3), Adobe InCopy, InDesign, and industry best practices. * Award-winning customer service (multiple NASA HQ Customer Service awards) and technical skill (multiple CSSC Innovator of the Year awards).

Herndon, Virginia, United States

Developed all print design elements, including entire series of 56 textbooks, for Philadelphia's K-3 in-classroom science program* Created textbook design for The American Odyssey, a US History book* Designed various forms, flyers, brochures, and marketing material* Designed covers for award-winning titles Earth Science: A Reference Guide and Physical Science: A Reference Guide* Supervised implementation of textbook design by international outsourcer* Wrote training manuals and performed user training for Adobe software packages* Created prototypes, templates, type specs, best practices for textbook production, and developed press-friendly composition processes* Designed animations for hybrid online/offline language arts program

Morgantown, West Virginia, United States

Designed rough drafts and final comps for print projects* Communicated corporate and organizational identities through design of logotype and collateral* Collaborated on new department identity redesign* Created large-format convention displays

Washington, District Of Columbia, United States

* Created composites for client review* Contributed to logotype and brochure design process* Assisted with prepress oversight, and ushered a job from conception to design to final production of 25,000 copy print run* Collaborated with Art Director to implement press-friendly composition techniques, and participated in press checks

Bachelor Of Fine Arts - Bfa, Design And Visual Communications, General

Aa, Liberal Arts