G3C July 2013 Spotlight
In July's Spotlight:
Chief of the Information Center, U.S. Food and Drug Administration
Tell us about your current position
I am currently the Chief of the Information Center Branch at FDA’s Center for Food Safety and Applied Nutrition (CFSAN). We provide quality customer service to government and industry representatives, consumers, and others who call, write, or email requesting information about food and cosmetic products and regulatory processes under CFSAN’s purview.
Is there a project you're especially proud of?
I am most proud of the new CFSAN Information Center which was re-opened on April 22, 2013. I worked with a team to research and implement a new structure and operations based on: best practices of leading call centers; literature searches including journal articles about call centers and recommended reading from Customs and Border Protection’s Call Center Director; biostatistical analyses of data from months of operations; observational visits to and conference calls with other centers and agencies, including USDA and USPTO; coordination with consulting and training firms that specialize in call center operations; consultation with the Government Contact Center Council (G3C); and conducting an independent survey of all FDA Call Centers.
What's the best job you've ever had?
Serving as an office assistant at the U.S. District Courthouse for the District of Columbia my last year in high school. This was my favorite because I got to see lots of famous and infamous people and worked with a great bunch of lawyers and paralegals. The people you work with can make all the difference and they really did, they were very helpful and kind to me.
Where did you go to school?
The George Washington University and the University of Maryland University College
What projects or initiatives are you currently working on?
I’m currently working to transform the CFSAN Information Center into a world-class organization.
How can G3C members contact you?