Solve critical high-value advertisers’ account integrity issues and malfunction via investigation, enforcement, recovery, and triage - situated at the terminal end of the resolution path.

IT platform ops, complex organizations, and customer experience.

Review and assess veteran healthcare research materials, including survey questionnaires, research proposals, and outreach and suicide prevention artifacts.

Provide direct feedback to the research team through monthly discussions from the perspective of an Asian American veteran, helping to shape VA research and improve healthcare for all veterans, including racial and ethnic minorities.

Co-authored a peer-reviewed academic article: https://www.sciencedirect.com/science/article/abs/pii/S0165032726001175?via%3Dihub

About Veteran Engagement Groups:

https://www.portlandcoin.research.va.gov/Veteran_Engagement

https://www.mirecc.va.gov/MIRECC/visn19/ascend/ascend_veteran_engagement.asp

Led design and implementation of the first generative AI chatbot at DOL, now in full production across the agency.

Designed chatbot features, in close collaboration with engineers, to provide real-time

procurement assistance, including policy guidance, contract status, and compliance checklists.

Established a framework for future AI deployments, shaping best practices for AI-driven service automation in government agencies.

Ensured that automation efforts aligned with broader process improvements, identifying structural inefficiencies that needed adjustment beyond AI implementation.

Led service improvement and modernization recommendations for Unemployment Insurance (UI) services across multiple states.

Developed web accessibility, service design contracts, user interface redesign, and plain language translation templates that were adopted for state grant applications under the American Rescue Plan Act (ARPA).

Collaborated with federal and state agencies to optimize UI service workflows, improving claimants' ability to navigate benefits systems efficiently.

Ensured that service modernization efforts were holistic, integrating accessibility, multilingual support, and improved information architecture to create a truly user-centered approach.