Darrell Robinson
Bowie
Summary
Accomplished Management/Program Analyst with a proven track record within the Federal Government, enhancing program efficiency and risk management. Expert in project management and leadership, demonstrated through successful policy development and team mentorship. Achieved significant improvements in operational processes and customer service satisfaction, leveraging skills in effective communication and organizational development.
Overview
19
19
years of professional experience
Work History
Management/Program Analyst
U.S. Department of Education
02.2018 - Current
- Directs and develops plans for project teams or other groups in accomplishing/producing projects/studies
- Analyzes and evaluates on a quantitative and qualitative basis the effectiveness of line program operations in meeting established goals and objectives.
- Evaluates and advises on organization, methods and procedures.
- Analyzes management information requirements
- Develops, analyzes, and evaluates new or modified program/management policies, regulations, goals or objectives.
- Develops procedures and systems for assessing the effectiveness of programs/management processes.
- Assists the supervisor and/or facilitates team efforts by scheduling and planning work, coaching, mentoring, and training the staff/team members, and possess the ability to chair a fully functional team meeting.
Senior Risk Analyst
U.S. Department of Education
11.2011 - 02.2018
- Directed and developed plans for project teams or other groups in accomplishing/producing projects/studies/risk assessments.
- Ensured compliance with regulatory requirements by staying current on industry developments and adjusting policies as needed.
- Promoted a strong risk culture within the organization through training programs and ongoing communication efforts.
- Reduced operational risks by implementing robust control frameworks and monitoring systems.
- Planned and carried out the most complex and far reaching studies to assess the quality, efficiency and cost effectiveness of programs administered by FSA.
- Supported the business units by gathering, analyzing, validating, summarizing and reporting a wide variety of data used to plan and administer major mission programs.
- Planned and oversaw the collection and management of key programmatic information.
- Developed policies, goals and objectives to improve the effectiveness and efficiency of FSA program initiatives.
Management/Program Analyst
U.S. Department of Education
01.2008 - 11.2011
- Oversaw the monitoring of responses to inquiries and ensured quality control of the Call Center Operations of the prime and subcontractors (servicers).
- Monitored quality of the services provided to ensure required documents were requested, notated and appropriate follow up procedures were in place to avoid delinquency and default.
- Oversaw the monitoring of efforts related to Customer Service Satisfaction Surveys, the monitoring and evaluation of the use of Direct Loan Servicing Systems, and the eGain website.
- Monitored activities, conducted audits of work processes and tracked performance metrics related to servicing of accounts, including but not limited to ensuring telephonic, written, system generated and electronic inquiries accurately reflecting proper loan status of student borrowers.
- Prepared and reviewed analyses and results of customer service surveys to identify, analyze and make recommendations to implement plans for continuous improvements.
Program Analyst
U.S. Department of Agriculture
05.2006 - 01.2008
- Studied new program requirements and major revisions proposed within Rural Development.
- Planned, evaluated, reviewed, monitored and prioritized timelines, milestones, goals, objectives and other significant programmatic requirements.
- Established, coordinated and provided control oversight for assigned projects within Rural Development. Worked with government officials with and outside of RD during all phases of projects.
- Utilized and developed spreadsheets, graphs, presentations, etc. using statistical data and related material for the purposed of explaining complex situations and relationships. Developed written, informative reports and made oral presentations of the results of the investigations, problems encountered and future course of action.
- Trained team members on new software tools, improving overall productivity and efficiency.
- Developed detailed project plans outlining tasks, timelines, dependencies, and resource requirements for successful execution of complex initiatives.
Education
Bachelor of Science - Business Administration And Management
Walden University
Minneapolis, MN11-2008
Skills
- Basic Governmental Auditing
- Project Management
- Introduction to Customer Service
- Effective Internal Controls Program
- Approaches to Risk Management
- Fundamentals of Effective Communication
- Leadership Skills for Non Supervisors
- Introduction to Labor Relations
- Alternative Dispute Resolution
- Organizational Development
- Effective Public Speaking
- Aspiring Leader Program
Timeline
Management/Program Analyst
U.S. Department of Education
02.2018 - Current
Senior Risk Analyst
U.S. Department of Education
11.2011 - 02.2018
Management/Program Analyst
U.S. Department of Education
01.2008 - 11.2011
Program Analyst
U.S. Department of Agriculture
05.2006 - 01.2008
Bachelor of Science - Business Administration And Management
Walden University
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