Supervisor – Re-Employment Center (REC)

• May 2020 - Present

• Responsible for supervising staff at the REC, independently adjudicating claims and communicating decisions to claimants in accordance with Massachusetts General Law. • Provided guidance to upper management in managing products and services by identifying, developing, and implementing effective processes changes. • Investigate and conduct interviews of claimants, employers, and third parties to determine the case • Record statements, review documentation, develop reports and evaluate data submitted by claimants, employers and third parties. • Detect and investigate fraud to protect the integrity of the Unemployment Insurance trust fund • Performed high-level needs assessments to identify and respond to customer needs, making associated recommendations, and following response through to completion. • Manage and maintain high-volume caseload while providing a high level of customer service. Show less

Senior Business Analyst

• Jul 2019 - Oct 2019

Researched and analyzed problems of varying complexity, developed recommendations specifically tailored to the portfolio of technology solutions provided by National IT End-User Services Division. Provided guidance in managing products and services by identifying, escalating, and developing effective processes. • Consulted with stakeholders at all levels including customers, vendors, business units, and Reserve Bank to inform product, service, and process development. • Managed business/technology partner relations, maintaining quality and performance standards. • Consulted and participated in new product development and enhancement, process improvement, and liaise with upper management. • Participated in cross-functional teams to address business and system issues, providing support, coordination, and communication. • Performed high-level needs assessments to identify and respond to customer needs, issuing associated recommendations, and following response through to completion. Show less

Project Coordinator

• Oct 2018 - Jul 2019

Project Coordinator for the School of Engineering-MIT Professional Education (PE) In partnership with the Program Director of Custom Programs (CP) and Advance Study Program (ASP), managed in the delivery of world-class professional education programs at the individual and group level. • Served as a point of contact for all stakeholders involved in the process of organizing, planning, executing, and delivering programs for MIT- Professional Education programs. • Gathered, evaluated, recommended operational changes and enhancements to improve the delivery of and the learning objectives for future programs. • Elicited feedback, requirements and analyze participant survey results, generating specialized output reports and presenting recommendations to clients. • On behalf of Program Director, participated in cross-functional projects and process improvement initiatives for the PE programs. • Developed and managed expenditure budgets; negotiating contracts, pricing for marketing events, and coordinating vendor activities for an array of services. • Managed, organized, and executed office workflow as well as supporting staff, faculty, and students during the delivery of Custom Programs and Advance Study Program (ASP). • Managed application process and coordinated admission of enrollees through PE’s CRM system. Show less

Business Relationship Manager – Invoice Processing Platform (IPP)

• Jan 2014 - Jan 2018

Conducted and led marketing campaign efforts for the Invoice Processing Platform (IPP) - a Web-based e-invoicing solution for the federal agencies on behalf of the U.S. Treasury Fiscal Service. This Included establishing and maintaining post-implementation relationships with federal agency (business partners) and the U.S. Treasury Fiscal Services our strategic partner and owner of the IPP application. • Managed and cultivated productive working relationships with federal agencies to understand internal business functions and recommended IT solutions to validate the automation of invoices, workflow and payment approval. • Established and maintained post-implementation relationships with federal agency (business partners) and the U.S. Treasury Fiscal Services, our strategic partner and owner of the application, to support successful cross function collaboration. • Served as a client advocate by capturing, assessing and documenting change requests. Utilized management tracking system Tools: JIRA, Quality Center HP-QC/ALM, Agile and ClearQuest (CQ). • Advocated, represented and reported agency’s change request prioritization list in the IPP Change Control Board meetings, fostering efficient decision making. • Performed vendor enrollment analysis and presented results to agencies using SQL Server 2012, Excel, and Visual Basic scripts which increased vendor adoption. • Reviewed, analyzed and processed agencies’ records ensuring vendor enrollment data files adhered to published service levels. • Gathered, analyzed and documented agency communications related to new features, process and functionalities.• Assisted agencies with configuration or troubleshooting which enhanced application utilization. • Reviewed Agency, and vendor documentation, including User Acceptance Testing (UAT) guide and any other documentation related to new releases.• Led UAT training and supported agencies during the IPP testing time for new releases and environmental changes. Show less

Senior Business Analyst – Invoice Processing Platform (IPP)

• 2010 - 2014

Conducted supplier analysis and supplier enrollment activities on behalf of Federal agencies to increase the number of suppliers. Led training on LiveMeeting with geographically dispersed work teams.• Improved the number of suppliers enrolled by managing and delivering supplier forum presentations and vendor information sessions. • Met customer needs by working with internal and external customers to understand their business requirements and assisted in implementing new IPP services. • Increased IPP supplier community by leading the planning of Supplier Enrollment initiatives.• Used SQL Server Management Studio 2009 to analyze and report data, and enroll suppliers prior to IPP implementations. • Significantly increased the number of suppliers that were on-boarded by collaborating in business requirements gathering forums. • Enrolled the largest volume of suppliers in the IPP Supplier Group by expanding outreach activities by increasing supplier enrollment. Show less

Business Analyst – Agency Outreach, Invoice Processing Platform (IPP)

• 2006 - 2010

Conducted outreach efforts to Federal agencies interested in implementing IPP application by contacting CFOs, CIOs, Directors, and Deputy Directors. • Received President’s Award for outstanding performance in Agency Outreach efforts for IPP. • Developed and executed IPP outreach campaign on behalf of the U.S. Treasury’s Financial Management Service (FMS). • Established and maintained contacts, coordinated face-to-face meetings, demonstrated IPP application, and conducted presentation to Federal agencies.• Researched, analyzed, and documented information to define business requirements and operational plans based on agency input and industry intelligence.• Marketed and promoted IPP application and services to all Federal agencies; exceeded 2008 annual agency outreach objective by enrolling 175% above target. • Presented at Financial Management Service Customer Advisory Board Meetings organized by the US Treasury. Show less

TreasuryDirect Representative

• Feb 2000 - Jan 2006