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Skills

  • Cross-department collaboration
  • Process improvement
  • Strategic planning and execution
  • Advanced report writing and presentation
  • Supervision
  • Team management
  • Advanced conflict de-escalation techniques
  • Communications
  • Citizen Assistance Chatbot Implementation
  • Business Development

Work Experiences

  • Captured real-time user interface trends.
  • Was in charge of overseeing changes to the company's procedures and organization.
  • Created an annual performance report.
  • Decreased complaint escalations by 37%.
  • Built and sustained relationships with non-profits and local businesses to collaborate on community development campaigns.
  • Designed and launched a public feedback mobile app, capturing real-time user interface trends and increasing feedback submissions by 26%.
  • Was in charge of daily administrative tasks such as budget management, strategic planning, and budget management.
  • Created a cross-channel citizen communication strategy.
  • Created an annual performance report outlining achievements, service benchmarks, and budget management, which was presented to the City Council for approval.
  • Oversaw technological advancements in order to reduce waste and business bottlenecks.

Summaries

  • Advocate for affordable housing, leading community initiatives that resulted in the approval of 12 housing units designed to meet growing population needs.
  • Community-focused director.
  • Strategic problem solver, change manager, and visionary executive with a track record of putting plans in place to meet current and future requirements.
  • Achieved operational excellence.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted team productivity by 8%.
  • Proven ability to develop and maintain relationships with key accounts in order to boost overall productivity and profit margins.
  • Within Miscellaneous, senior Director of Citizens' Assistance and outstanding performer in strategic planning and stakeholder engagement.
  • Dedicated executive with 14 years of Miscellaneous experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Championed the development of real-time reporting dashboards using QuickBooks, providing leadership with the ability to track citizen service KPIs.
  • Led an initiative to incorporate data-driven insights into decision making, leading to the adoption of a citizen satisfaction survey, which improved approval ratings by 73%.
  • Led a cross-departmental team to overhaul administrative processes, cutting down operational expenses by $3.
  • Collaborated with team of 5 in the development of system.
  • Enhanced the internal reporting structure, streamlining information sharing across teams and improving decision-making at an executive level.
  • Established partnerships with local organizations, onboarding 12 new partners that contributed to the success of initiative.
  • Conducted performance evaluations and staff development programs for 16+ employees, significantly reducing turnover by 84%.
  • Conceptualized and executed a community outreach project, resulting in a 68% increase in resident satisfaction with city services.
  • Developed and executed system that met metric, improving public service satisfaction ratings by 39%.
  • Resolved product issue through consumer testing.

Affiliations

  • American Society of Safety Professionals
  • Collaborative Governance Network
  • National League of Cities (NLC)
  • Community Engagement and Public Policy Committee
  • Association of Information Technology Professionals
  • U.S. Association for Citizen Advocacy and Engagement
  • Alliance for Innovation in Citizen Services
  • American Society for Conflict Resolution in Public Policy
  • National Civic League (NCL)
  • Customer Experience Professional Association (CXPA)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Executive Leadership Certification - process
  • Certified Public Communication Officer (CPCO)
  • Crisis Communication Certification
  • Public Policy Analysis Certification
  • CompTIA A+ Technician
  • International Association for Public Participation (IAP2) Certification
  • Certified Public Policy Negotiation Specialist
  • ServSafe
  • Apple Certified Associate (ACA)

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