As Senior Operations Manager at the American Academy of Nurse Practitioners Certification Board (AANPCB), I focus on driving strategic improvements to enhance the certification experience for nurse practitioners and ensure operational excellence. My work spans team leadership, process innovation, and organizational development. Through initiatives such as establishing a specialized Customer Support team, streamlining operations, and promoting a collaborative and supportive work culture, I contribute to AANPCB’s mission while advancing customer satisfaction and employee engagement. In organizational development, I’ve created new roles and departments, launched mentorship programs, and implemented a hybrid work model that supports flexibility and a healthy work-life balance. These efforts empower team members to grow professionally while ensuring alignment with AANPCB’s strategic goals. I’ve also led impactful restructuring initiatives that optimize resources, improve workflows, and promote equity in the workplace by advocating for competitive pay and addressing pay gaps. My approach to process innovation includes leading the transition to a more efficient communication and tracking system, which significantly improved response times and customer support efficiency. I guided my team through the complex migration to a new testing service provider, preserving high standards of customer service throughout. Additionally, I’ve overseen the launch of new certification programs and updates to renewal requirements, ensuring seamless operations and timely delivery. Customer satisfaction is central to my work. I introduced online certification access and streamlined application processes that align with AANPCB’s green initiatives, making services more efficient, accessible, and environmentally responsible. Collaborating closely with IT, HR, and other teams, I also ensure effective technology integration and compliance across departments, maintaining consistent quality and reliability in all AANPCB’s operations. I am passionate about building high-performing teams, fostering innovation, and creating a fair and adaptable workplace. My mission is to lead initiatives that uphold AANPCB’s commitment to excellence in nurse practitioner certification, supporting both our team’s growth and the evolving needs of our certificants.