Professional Summary
Strategic Program Manager and Operations Transformation Leader with an Executive MBA and over 15 years of experience driving workforce management, process optimization, institutional governance, and cross-functional performance programs. Proven track record of aligning operational strategies with senior executive goals, optimizing resource allocation for teams of 48–60 professionals, and facilitating organizational change across large-scale, complex environments. Adept at articulating strategic initiatives to senior leadership, implementing quality assurance frameworks, and using data-driven analysis to maximize operational efficiency and financial sustainability.
Professional Experience
Real-Time Captioning Coordinator
May 2021–Present
Rochester Institute of Technology (RIT) — Rochester, NY
- Lead workforce management and resource optimization strategy, balancing demand and capacity across 48–60 service professionals and more than 300 academic courses per semester.
- Optimize operational workflows and process controls to improve service delivery, eliminate bottlenecks, and ensure adherence to quality and compliance standards.
- Partner with cross-functional stakeholders and department directors to analyze operational performance, resolve complex scheduling conflicts, and align service execution with institutional priorities.
- Establish process feedback mechanisms and data-driven tracking tools to monitor service continuity and drive ongoing operational improvements.
Vice Chair, RIT Staff Council
July 2025–July 2026
Rochester Institute of Technology (RIT) — Rochester, NY
- Represented more than 2,500 staff members in institutional governance, serving as a primary liaison who communicated operational and strategic initiatives directly to vice presidents, directors, and senior executives.
- Collaborated with executive leadership to evaluate organizational effectiveness, support strategic change management, and build institutional buy-in for high-priority transformation projects.
- Coordinated cross-functional committees and governance review processes to align organizational goals, compliance requirements, and sustainability standards.
Captioning Team Specialist
September 2017–May 2021
Rochester Institute of Technology (RIT) — Rochester, NY
- Designed, standardized, and maintained technical documentation, equipment manuals, and standard operating procedures to support operational consistency and compliance.
- Planned and executed team performance-management and training programs, supporting continuous professional development and cultural alignment across department personnel.
- Analyzed operational metrics and workflow data to identify process-improvement opportunities, recommending corrective actions and operational refinements.
Real-Time Captionist
October 2010–September 2017
Rochester Institute of Technology (RIT) — Rochester, NY
- Delivered high-accuracy communication-access services in high-stakes, fast-paced operational environments.
- Supported COVID-19 operational-continuity efforts by tracking instructional-modality shifts, updating communication pathways, and helping ensure zero service disruption during major organizational pivots.
Freelance Writer & Content Creator
August 1997–Present
Vox Robotica Media — Rochester, NY
- Synthesize complex technical, business, and operational topics into compelling executive-level communications, research-backed reports, and strategic narratives.