In the past year, while concurrently completely my graduate degree, I have been responsible for building a new technology team to oversee user and infrastructure support, data and reporting integrity, and long-term technology planning for the organization.
I have also managed the evaluation and re-launch of multiple agency websites, including integrating mobile and online chat capabilities, which has increased traffic by more than 15% and measurably improved the advocates’ user experience. These updates also included the deployment of modern content management systems, allowing multiple agency teams to have ownership of website content.
More recently, I have worked to deploy a massive database project at NDVH – a customized build-out of the Salesforce Service Cloud, which is used primarily by NDVH call center agents (referred to internally as advocates) for intake of basic information from callers and appropriate local resource matching. NDVH uses this software to provide services for approximately 30,000 callers a month, with 20% of those contacts being facilitated via digital channels and the balance coming through traditional phone lines. The second phase of this deployment, which focused on improving the usability and information architecture of the system, required extensive coordination between programatic and technology teams, and was also the focus of my professional experience project.
My graduate work has focused on a diverse set of topics, ranging from community management to usability and UX design. The knowledge and experience I have gained from my graduate program has already impacted my professional career, improving my ability to develop effective solutions and drive meaningful change within the organization.
My intent at any endeavor is to bring a strong blend of vision, strategic, operating, and technical leadership. This personal mission, combined with my solid team development, project management, innovative problem solving, and relationship building skills, I am well-positioned to both have an immediate impact and make long-term contributions to any organization or endeavor I take on.