April 2023 - April 2025

Led nationwide implementation of the 988 Suicide & Crisis Lifeline Unified Platform, managing complex stakeholder relationships across SAMHSA, internal subject matter experts, and crisis centers nationwide.

• Accelerated feature delivery from bi-annual to bi-monthly releases, launching 8 major capabilities including Spanish language support, outbound SMS, and specialized queue models that improved crisis response efficiency

• Designed and implemented shared queue model for LGBTQI+ support network, increasing answer rates and reducing call abandonment

• Optimized platform licensing costs through queue management features, delivering $700,000+ in annual savings while maintaining service quality

• Improved onboarding satisfaction to 85% through process refinement and flexible computer-based training programs, successfully onboarding 4,600+ users in 6 months

• Established data-driven product development process by launching in-platform CSAT surveys and incorporating user feedback into roadmap prioritization

• Executed organization's first A/B test, creating a repeatable framework for evidence-based product decisions

• Led team of 2 direct reports while managing monthly roadmap meetings and stakeholder communications across the crisis response network

June 2022 - December 2022

• Oversaw timely and accurate reporting of progress toward department KPIs, restoring trust in executive-facing dashboards and creating reliable foundation for quarterly targets

• Reduced reporting errors and streamlined data entry best practices across global, multi-disciplinary teams

• Designed and launched improved department intake form, reducing completion time by 25% and improving detail quality

Manager of Continuous Improvement

October 2020 - May 2022

Built and led the Continuous Improvement Department, overseeing quality assurance across Lifeline, chat, and text programs serving LGBTQ+ youth in crisis.

• Led Salesforce Lightning CRM implementation impacting 1,500+ crisis services staff and volunteers while maintaining 100% service uptime and volunteer retention

• Scaled Salesforce evaluation tool, increasing evaluation capacity by 40%

• Improved review rate of high-risk cases by 34% through refined case review operations

• Conducted 3-hour virtual workshop on "Building Scalable Case Evaluation Systems within Crisis Services" at American Association of Suicidology Conference 2021

• Co-led development of Continuous Improvement Department charter, scope, values, and KPIs

• Analyzed contact NPS and counselor performance for quarterly performance reporting

• Hired and managed Associate of Continuous Improvement

• Oversaw quarterly staff trainings and provided coaching for facilitators

Associate of Continuous Improvement

July 2019 - October 2020

• Designed, implemented, and monitored data collection systems for cross-programmatic counselor quality improvement initiatives

• Increased adoption of updated clinical policies through strategic change management

• Scaled and monitored safety-focused case review system

Digital Crisis Services Coordinator

October 2018 - June 2019

• Led the design and implementation of a data collection system to monitor Counselor performance

• Developed and executed change management strategies to ensure successful adoption of updated policies

• Scaled and monitored a safety-focused Case Review system to ensure high standards of performance and compliance.

Crisis Worker - Lifeline

November 2014 - August 2015

Provided direct crisis intervention services to LGBTQ+ youth experiencing suicidal ideation, working on the front lines of the National Suicide Prevention Lifeline.

Volunteer - Lifeline

August 2011-November 2014

Provided direct crisis intervention services to LGBTQ+ youth experiencing suicidal ideation, working on the front lines of the National Suicide Prevention Lifeline.

August 2017 - September 2018

• Utilized data analysis and visualization tools in R programming to track program performance and identify areas for improvement

• Built and maintained relationships with external partners and funders to secure ongoing funding

• Collaborated with internal teams to develop and deliver presentations and reports on program progress and impact

• Conducted literature reviews and wrote/submitted abstracts for conferences and poster presentations

• Maintained IRB regulatory compliance

May 2016 - August 2016

• Coordinated and contributed to 4 ongoing research projects, including development of conceptual frameworks, grant proposal preparation, and data analysis using R, SPM12, and SAS

• Conducted fMRI pilot analysis, pre-processing of fMRI data, and developed training manuals for study participants

• Analyzed impact of parental contact with criminal justice system on children's mental health outcomes, specifically conduct disorder

• Performed exploratory analysis of mental health outcomes related to neighborhood safety and quality