Quality Improvement Officer

• Apr 2022 - Present

Major achievements:- Identification of useful performance metrics for department that delivers core service- Development of methodology to provide data on metrics using tools in Salesforce, with assistance from technology team- Assisted with streamlining of core service process while continuing to track the effectiveness of implemented solutions- Coordinating with multiple departments to create a set of high level system maps of their processes- Pioneered the use of charters, annual plans, and budgets among volunteer interdepartmental teamsExpansion of prior position. In addition to existing duties, this title plays a more active role in process analysis, observation, and enhancement. Duties include:- Initiation and leading of projects focused on mapping organizational processes and overhauling protocols when a better alternative is easily available. - Coordination of development of KPIs and performance metrics for the organization as a whole.- Development of a set of measures and a template for individualized performance tracking for core service. Identified metrics that account for complexity and context so as to provide meaningful information and set achievable and realistic standards. I am continuing to coordinate and review an organization wide performance scorecard. - Bottleneck analysis of identified KPIs in core service process to identify sources of delay.Additionally, founded and continues to co-lead the Employee Wellness Working Group, which supports the public health of the staff. Last year, achieved a flu vaccination rate of over 60% among employees through advocacy and an event at CAF America’s annual team conference. The group is also developing a handbook of emergency protocols for the office. Show less

Senior Quality Assurance Specialist

• Jan 2021 - Present

Major Achievements:- Development of case tracking system- Development of procedure for requesting CEO approval for actions intended to resolve customer complaints- Development and implementation of an array of incremental improvements to prevent delays and errors while streamlining existing processes.- Identification of a number of recurrent issues and their underlying causes, and coordination of prevention and resolution. Tailor-fit role created with the broad mandate of ensuring continuous improvement for the organization as a whole. A key element of the role involved defining what duties it would entail. This aspect of the title, the development of the foundational principles and practices of what quality assurance meant for CAF America, underlied all other duties.Duties came to include:- Oversight, resolution, and root cause analysis of customer service issues- Design of a set of processes for investigation and approval, and developed a case logging and filing system using existing technology tools at the organization- Identification of a number of underlying procedural issues that had resulted in costly errors, and initiation of steps to either restructure procedure or implement simple and efficient solutions for prevention when possible. - In one case spearheaded the exploration of a new potential service offering, ongoing adverse media monitoring for validated charities. - Transitioning to a more proactive approach to solving and preventing issues: - Built deep institutional knowledge - Actively looked for ways that existing procedures created inefficiencies or room for error. - Undertook independent reviews of organizational practices - Solicited organization-wide feedback on said practices to find new initiatives to pursue. - Coordination and facilitation of projects adjacent to the role. Show less

Validation Associate

• Mar 2020 - Dec 2020

As a validation associate, I was responsible for managing outreach and processing applications to grantees that had been recommended by CAF America’s donors. This involved working with charities across the globe in order to make sure that their application was compliant with IRS regulations for international charitable granting via expenditure responsibility, and conducting reviews of charities to ensure they would follow their commitments in good faith.I was responsible for handling as many as 90 applications simultaneously, so this role involved a lot of multitasking, juggling a variety of responsibilities to ensure everything was completed in a timely manner. In this role, I also handled nearly all charity outreach for CAF America’s list of charities responding to Covid-19, discussing their activities with them in order to generate a concise summary for our donors, alongside making sure those activities were directly responding to issues caused by the outbreak, such as economic hardship and mental health concerns. I also played a significant role in organising and analysing collected data from CAF America’s reports on the impact of the pandemic on philanthropy. Show less

General Advisor

• Aug 2022 - Present

Brought on as advisor after contacting MedTrack to discuss their product and strategy, and to offer insights from a similar proposal written in 2015. Continuing to provide insight and feedback on business strategy as it develops. To date, achievements have included: - Writing comprehensive theory of change for the organization. Included as part of application package for successful grant proposal for $250,000 from WFP Innovation Accelerator - Developing and managing list of metrics to track the outcome of implementation of EHR in a given district - Designing currently active rollout strategies for pilot program Show less

Analysis Intern

• May 2018 - Aug 2018

As an analysis intern, I learned some of the fundamentals of program planning and impact assessment, and reorganized a corrupted database of several hundred client records. As an analysis intern, I learned some of the fundamentals of program planning and impact assessment, and reorganized a corrupted database of several hundred client records.

Intern

• Jun 2012 - Aug 2012

Intern

• May 2011 - Aug 2011