Feb 2023 – Aug 2023 · 6 mos · Austin, Texas

• I relocated to Austin, Texas in February. I absolutely loved and excelled in my previous role leading continuous improvement projects in multiple government agencies.
• While actively applying for work I:
• Actively developed my knowledge and skills in Industrial-Organizational psychology and human resources through online courses and various written materials.
• Managed over 20 home remodel and interior design projects, utilizing project management tools and tracking progress on an electronic Kanban board system (Trello).
• Attended weekly networking events to foster relationships with fellow veterans and industrial-organizational psychology professionals while exchanging ideas, knowledge, resources, and opportunities.

Nov 2021 – Feb 2023 · 1 yr 3 mos

• Led continuous improvement initiatives across six state agencies, enhancing operational efficiency and customer satisfaction.
• Partnered with executive leadership to identify, prioritize, and scope process improvement projects, fostering collaboration and strategic planning.
• Developed and delivered training programs, including the first joint agency continued education event, equipping management and staff with Lean Six Sigma tools.
• Managed over 18 process improvement projects, achieving timely completion and measurable outcomes, including $880,000 in verified savings.
• Created standard operating procedures and job aids by digitally mapping agency processes using Microsoft Visio, improving operational compliance.
• Published process improvement training aids used by 18 state agencies, reinforcing a culture of continuous learning and development.

Sep 2019 – Nov 2021 · 2 yrs 2 mos

• Collaborated with data teams to plan and execute federal grant-funded projects, supporting the development of high-impact programs.
• Analyzed and interpreted health data, creating reports and visualizations that informed program evaluation and enhanced transparency.
• Authored and edited minority health reports, contributing to state programs addressing underserved populations' needs.
• Secured over $300,000 in grant funding by researching and writing successful grant proposals, demonstrating strong funding acquisition skills.

May 2018 – Apr 2019 · 11 mos · Lincoln, Nebraska Area

• Managed payment processing and financial adjustments, ensuring accurate records and contributing to the organization’s financial health.
• Led employee engagement initiatives, establishing an employee committee to improve morale and motivation.
• Collaborated with leadership to enhance employee engagement strategies, improving organizational culture and productivity.

Apr 2018 – Sep 2019 · 1 yr 5 mos · Lincoln, Nebraska Area

• Receive payments by cash, credit card, or automatic debits and issue receipts, refunds, credits, or change due.
• Greet and assist customers entering establishment.
• Establish or identify prices of goods, services, or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
• Retain State Alcohol Certificate from Nebraska Liquor Control Commission and City of Lincoln Alcohol Permit from the City of Lincoln.

May 2017 – Aug 2017 · 3 mos · Lincoln, Nebraska Area

• Registered patients and verified information in a high-pressure emergency setting, ensuring prompt service delivery and maintaining patient confidentiality.
• Resolved patient inquiries and complaints, consistently delivering high-quality customer service and ensuring patient satisfaction.
• Communicated policies and procedures effectively to patients, ensuring understanding and adherence to guidelines.
• Identified and addressed process issues, collaborating with leadership to improve operational efficiency and patient experience.

Apr 2016 – Sep 2016 · 5 mos · Lincoln, Nebraska Area

• Checked patrons' identification to ensure they met minimum age requirements for consumption of alcoholic beverages.
• Prepared checks itemizing and totaling meal costs and taxes and collected cash or credit card payments from customers.
• Explained menus, item preparation, ingredients, and cooking methods.
• Collaborated with staff and management to resolve customer complaints or concerns.
• Maintained current Food Handler's Permit from the Lincoln-Lancaster County Health Department.

Dec 2015 – Feb 2016 · 2 mos · Lincoln, Nebraska Area

• Take orders, serve food and beverages, and answer questions related to the menu and ingredients.
• Verify age of patrons to ensure they meet legal requirements for alcohol consumption.
• Maintain clean and presentable dining experience for customers.
• Calculated customers bill and collected payment

Oct 2013 – Jul 2015 · 1 yr 9 mos · Lincoln, Nebraska Area

• Led a small team in delivering exceptional customer service in a hospital gift shop, cultivating a positive environment for staff and customers.
• Oversaw financial operations, maintaining accurate records and generating reports that informed leadership decisions.
• Collaborated with store leadership to implement policies and objectives, driving the store's successful operation and growth.
• Directed HR functions, including hiring, training, and employee evaluations, fostering a high-performing team.

Mar 2013 – Aug 2013 · 5 mos · Charlotte, North Carolina Area

• Answered multiline phones, rerouted calls, and relayed messages.
• Interviewed patients for demographic and medical information.
• Resolved patient issues regarding treatment or billing practices.
• Scheduled patient appointments, sent appointment reminders, and managed calendars.
• Cleaned, Sanitized, and prepared examination/treatment rooms, medical supplies, and equipment.
• Assisted in billing procedures and product sales and logged patient care plans into billing system.
• Aided in the care and treatment of chiropractic patients.
• Explained treatment procedures, diets, supplements, and physicians' instructions to patients.
• Handled all office internal and external events (advanced workshops, dinners, etc.).
• Recruited and educated new chiropractic patients.

Nov 2010 – Oct 2012 · 1 yr 11 mos · Fort Stewart, Georgia

• Assisted in the treatment and care of behavioral health patients, managing a high-volume outpatient setting serving over 450 patients weekly.
• Led group therapy sessions, developing and delivering content that enhanced patient well-being.
• Implemented Telebehavioral Health programs, reducing patient wait times and improving access to care.
• Responded effectively in crisis situations, demonstrating strong emotional intelligence and crisis management skills.
• Developed Psychological First Aid training for brigade combat medics, equipping them with essential mental health tools to support deployed soldiers.

Aug 2007 – Oct 2010 · 3 yrs 2 mos · Nebraska, United States

• Trained and mentored new and existing employees on company procedures, safety standards, and customer service, improving team performance and service quality.
• Developed and implemented tailored training programs, ensuring quick and effective onboarding of new staff.
• Provided exceptional customer service, efficiently handling transactions, preparing food, and resolving customer complaints in a fast-paced environment.
• Maintained a clean, organized, and safe work environment, adhering to health and safety regulations.
• Collaborated with management to update training materials and supported continuous improvement efforts to enhance team productivity.