Operations Analyst Program

Tamika L. Hill

443-***-**** ******.***@*****.*** North East, MD 21901 linkedin.com/in/tamika-l-evans

Drives strategic insights and optimizes operations to empower organizations with data-driven solutions & impactful program success.

Program Management & Operations Analyst Operations and Process Improvement Policy Compliance and Risk Mitigation

Operational Reporting Process Optimization: Developed real-time dashboards and compliance reports using Salesforce and Excel, doubling leadership’s access to key metrics and accelerating decision-making across immigration and program support operations.

Authored & Implemented comprehensive SOPs: Across inventory management, budget reporting, and administrative workflows, improving organizational efficiency, reducing onboarding time, and mitigating operational risk during staffing transitions.

Led Financial and Operational Audits: For budget execution and government travel programs, identifying inefficiencies, preventing fraud, and ensuring strict compliance with federal financial management standards.

Reporting and Metrics Development

Program and Project Management

Onboarding and Training Documentation

Strategic Planning

Change Management

Quality Assurance

Cross-Functional Collaboration

High-Powered Team Development

Compliance & Regulatory Adherence:

Professional Experience

Department of Homeland Security

Management and Program Analyst 01/2024 – Present

Monitored and analyzed Immigration Support Officer (ISO) activities, tracking call volume, call quality, and escalation rates across tiered support levels to ensure compliance with immigration policies and service standards.

Developed and delivered detailed compliance and performance reports to leadership, providing actionable insights on ISO operations and migrant support outcomes.

Authored and maintained standard operating procedures (SOPs) for reporting processes, ensuring consistency, accuracy, and operational transparency across reporting activities.

Supported leadership decision-making by producing real-time operational metrics and compliance reports aligned with organizational goals and immigration policy requirements.

Streamlined reporting processes by reducing the time needed to produce critical compliance and operations reports, enabling leadership to receive updated data twice daily instead of once—enhancing real-time decision-making and resource allocation.

Leveraged Salesforce and Microsoft Excel, including advanced functions like pivot tables, to transform standardized reports into customized, detailed leadership dashboards—providing actionable insights on aged tickets, workload distribution, and ISO performance metrics.

Proactively improve operational efficiency by collaborating with management and cross-functional program analysts to adopt best practices in documentation and knowledge sharing, reducing dependency on informal, person-to-person training.

Management and Program Analyst Operations Team 02/2021 – 01/2024

Supporting: Inventory and Property Management Team (05/2023 – 01/2024) Web Publishing Team (01/2023 – 05/2023) Administrative Team (05/2022 – 10/2022)

Oversaw inventory and property management, coordinating equipment issuance, repairs, and system updates with IT, ensuring uninterrupted operational support.

Wrote and implemented SOPs across property management and administrative workflows to drive process standardization and reduce operational inconsistencies.

Supported executive operations by drafting leadership communications, managing recruitment actions (SF-52 forms), and streamlining onboarding documentation equivalent to private sector processes.

Strengthened organizational efficiency by streamlining administrative procedures aligned with federal hiring practices, including the processing of employment documentation equivalent to private sector onboarding tasks (e.g., I-9 and W-4 forms).

Management and Program Analyst Budget Team 08/2016 – 02/2021

Conducted detailed audits of government travel card transactions, identifying misuse and ensuring full compliance with federal financial policies.

Executed fiscal year budget transactions in the Financial Management System, aligning expenditures with strategic spending goals.

Authored onboarding procedures for budget personnel, improving system access timelines and operational readiness for new hires. Served as liaison for the travel management program, facilitating bookings and compliance using the Concur system.

Developed and presented weekly budget status reports to leadership, forecasting potential funding gaps and supporting proactive financial planning.

Unit Administrator, Department of Defense 01/2015 – 08/2016

Managed real-time updates of personnel records for a military intelligence unit, maintaining operational readiness across 100+ soldiers.

Administered compliance-related actions for training and fitness standards, achieving one of the lowest Blank and Invalid Report rates (<2%) within six months.

Awarded the Commander’s Award for Civilian Service for outstanding data integrity and personnel management—the only recipient in the position’s history.

Strengthened data accuracy through proactive daily updates, mitigating compliance risks and supporting leadership readiness reporting.

Program Analyst, CSC, Inc. 08/2014 - 12/2014

Supported government operations as a contractor by executing program and budget analyst duties, including transferring funds to ensure sufficient coverage for underfunded or unfunded contracts.

Identified and reallocated Research & Development (R&D) and operational funds to align with program priorities, ensuring uninterrupted support for critical initiatives.

Partnered with internal stakeholders to monitor budget allocations, address funding shortfalls, and facilitate financial adjustments in compliance with government contracting regulations.

Project Manager, Distinctive Home and Healthcare, LLC 08/2013 - 03/2014

Awarded the President’s Choice Award within four months for rapidly improving staffing rates across multiple government contracts, achieving full contract compliance ahead of schedule.

Supervised a team of 97 personnel, overseeing performance evaluations, award recommendations, time and attendance management, and leave approvals to maintain operational excellence.

Served as the primary liaison between government Contracting Officer Representatives (CORs) and the organization, strengthening client relationships and ensuring contract fulfillment.

Standardized internal reporting and supply ordering processes; created a new reporting format that was adopted company-wide for weekly executive updates after being selected by the President.

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Previous Roles: Program Manager, URS Federal Services, Inc. (12/2009 - 11/2012) Financial Management Technician/Human Resources Specialist, US Army

Professional Development

Master’s Degree in Business Administration, American InterContinental University

Major: Operations Management

Financial Management Certified Level 2

Advanced Basic Instructor Course (ABIC) Certified

Tamika L. Hill Resume Page 02 443-***-**** ******.***@*****.*** linkedin.com/in/tamika-l-hill1977

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