Demonstrated Results
  • Led and facilitated countless work groups to achieve various program and implementation milestones and results on behalf of government customers. Skilled in leading efforts to: prioritize requirements and schedules, analyze stakeholders, develop communication and implementation plans, map processes and procedures, design governance structures and systems, and execute organizational change initiatives.

  • Facilitated and coached government employees and contractors to plan and achieve integrated results that created efficiencies and conserved resources in a rapidly changing and austere environment

  • Designed and administered Share Point site for Call Center Operations team. Included development of infrastructure for schedules, documents and other files supporting Process Development, Training & Communications, Quality, Chat/Email and Reporting teams.

  • Led communication and training efforts to facilitate organizational change, establish a common process management framework and increase process maturity levels for a government client

  • Collaborated with the Director Quality Assurance, to promote and support various training publications and student development programs for an airline
Familiar with Standard Methods & Process
  • Adult Learning Methodologies (ADDIE)
  • Continuous Process Improvement (CPI)
  • IT Service Management (ITIL)
  • Capability Maturity Modeling (CMMI)
  • Project Management (PMBOK)
  • Business Analysis (BABOK)

Cross Industry Experience
  • Federal Government Offices, various levels

  • Budget and financial management processes

  • Airport and airline operations 

  • Project & Quality Management for major programs

  • Local and oversea call center operations

  • Telecommunications

  • IT Operations; Software development teams, including Agile SCRUM

  • Non-profit organizations