U.S. Department of Homeland Security, Transportation Security AdministrationProgram Analyst
Nov. 2008 - Sep. 2009Managed call volume of 600-800 calls per week. Developed process for handling, referring, and troubleshooting call types. Maintained various database of 14,000 callers, 300-400 weekly adjudication issues. Developed strategies to streamline process between 3 teams, consequently saving paper, increasing quality, and decreasing time it takes to communicate. Liaison between adjudication center and headquarter's customer services representatives.