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Work Background
State of NebraskaDirector of Unemployment Insurance
Jul. 2020Lincoln, Nebraska, United StatesLed statewide modernization and transformation of Nebraska’s Unemployment Insurance (UI) program, enhancing fraud prevention, service delivery, and operational performance during an unprecedented period of demand. • Spearheaded a front-end identity verification overhaul, drastically reducing fraudulent claims during a national surge in benefits fraud.
• Directed a multi-disciplinary investigations unit, integrating technology and analytics to proactively detect, investigate, and mitigate complex fraud schemes.
• Partnered with vendors to stand up a full-service external call center in under three weeks, slashing wait times from 4+ hours to under 5 minutes.
• Increased federal first-payment timeliness from 48% to over 87% through adjudication process redesign and team realignment.
• Transitioned the Reemployment Services Eligibility and Assessment (RESEA) program into UI operations, tripling engagement, lowering no-show rates by 30%, and cutting average benefit duration by 33%.
• Oversaw federal funding with a focus on strategic forecasting, resource optimization, and SLA accountability.
State of NebraskaSpecial Assistant to the Commissioner, Service Delivery
Mar. 2020 - Jul. 2020Lincoln, Nebraska, United StatesAppointed by the Commissioner to spearhead enterprise-wide service delivery improvements at the onset of the COVID-19 crisis. • Conducted rapid assessments and developed scalable solutions to streamline program operations and improve timeliness across benefits administration.
• Served as the Commissioner’s operational advisor on modernization strategy, internal alignment, and cross program delivery enhancements.
• Facilitated cross-functional working groups to identify service gaps, prioritize critical needs, and accelerate the implementation of high-impact process improvements.
• Monitored and analyzed performance data in real time to guide resource allocation, adjust workflows, and maintain service levels under extreme demand.
State of NebraskaInterim Director of Risk Management
Mar. 2019 - Mar. 2019Lincoln, Nebraska
State of NebraskaDeputy Director of Process Improvement, Center of Operational Excellence
Nov. 2018 - Mar. 2020Lincoln, Nebraska, United StatesLed enterprise-wide process improvement efforts across Nebraska state agencies, championing operational efficiency, cost reduction, and strategic alignment through a statewide shared services model. • Spearheaded cross-agency initiatives to streamline operations, enhance service consistency, and promote sustainable process excellence.
• Reduced service delivery costs and improved performance through the development of metrics-driven models and workflow reengineering.
• Fostered collaboration across departments, dismantling silos to ensure alignment with state-level strategic priorities.
• Directed training, quality assurance, and continuous improvement programs to elevate performance standards across all shared service functions.
State of NebraskaProcess Improvement Coordinator I/II
Nov. 2016 - Nov. 2018Lincoln, Nebraska, United StatesLed department-wide Lean Six Sigma initiatives following Green Belt certification, with a focus on regulatory compliance, process standardization, and operational efficiency. • Developed SOPs, process maps, and performance dashboards to enable data-driven decisions and transparency in operations.
• Trained leaders and frontline staff in Lean principles, building internal capacity and embedding a culture of continuous improvement.
• Drove measurable enhancements in service quality and consistency by aligning process improvement strategies with agency priorities.
NTT DATA ServicesOperations Supervisor
Dec. 2013 - Nov. 2016Lincoln, Nebraska, United States
NTT DATA ServicesOperations Team Lead
Aug. 2012 - Dec. 2013Lincoln, Nebraska, United States
NTT DATA ServicesCustomer Service Representative
Mar. 2011 - Aug. 2012Lincoln, Nebraska, United States
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