HR Operations & Service Delivery Leader

I am a dedicated and highly organized professional with over 20 years of experience in the U.S. Federal Government and U.S. Air Force, specializing in process improvement, client relations, and performance management. Throughout my career, I have demonstrated a strong commitment to enhancing operational efficiency and providing expert guidance to support Veterans as a Healthcare Scheduler and Customer Service Representative. My background has equipped me with exceptional communication, time management, and organizational skills honed in structured, metric-focused environments.

As a proud U.S. military veteran, I am passionate about serving the Federal Government and its constituents. I have successfully streamlined complex organizational processes, reducing case resolution times significantly by overhauling performance management frameworks. I am skilled in developing and standardizing guides, checklists, and templates to ensure clear and consistent communication and process adherence for managers and HR professionals.

I have mentored and coached colleagues on handling complex and sensitive cases, fostering a collaborative and efficient team environment. Additionally, I have developed and delivered virtual training to over 150 HR professionals on regulatory compliance, employee rights, and performance management, which has enhanced service quality across departments.

My experience includes managing full lifecycle coordination for high-level positions and providing strategic guidance to selection panels to ensure merit-based principles and compliance standards are met. I have also revamped Standard Operating Procedures to improve clarity, efficiency, and compliance across HR functions.

I am proficient in workforce planning, talent development, employee engagement initiatives, and performance appraisal programs, ensuring fair evaluations and increasing employee retention. I am confident that my skills and experience make me a valuable asset to any organization seeking to improve HR operations and service delivery.