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Provided daily phone and email support to medical organizations and U.S. government entities, including the Department of Veterans Affairs (VA). Monitored multiple FOIA-relevant communication channels and ensured all interactions were logged accurately in CRM for audit traceability.

Supported 250+ clients operating under state/federal legal mandates by guiding document intake, case setup, and secure records handling. Developed and deployed renewal playbooks that increased multi-year contract conversions and improved retention KPIs.

Managed state and federal compliance cases for SMB clients, including business formation, licensing, and ongoing reporting. Conducted outbound calls to government offices to clarify rejected filings, confirm processing status, and submit corrections within deadline.

Answered high volumes of inbound calls and supported customers with policy changes, cancellations, and retention strategies. Maintained accurate case notes and escalated complex or sensitive claims to internal specialists when necessary.

Coordinated international showcase operations and logistics with a focus on sponsor relations and program execution. Reduced vendor costs by 50% through negotiation, while maintaining international press coverage and 85% event turnout.

Obtained a Lean Six Sigma Yellow Belt certification, demonstrating proficiency in process improvement methodologies. Gained skills in identifying and eliminating waste to enhance efficiency and quality.

Completed a Bachelor of Business Administration, focusing on core business principles and practices. Developed foundational knowledge in areas relevant to business operations and management.

Earned a Project Management Certification from Google, validating expertise in project planning, execution, and delivery. Acquired practical skills in managing projects effectively from initiation to closure.