Program Operations Leader,Service Delivery,Vendor&Stakeholder Managmen
Resume:
Joi Y. Cornelious
Program Operations Leader Operations Manager Service Delivery Vendor &
Stakeholder Management
773-***-**** ***********@*****.*** Chicago, IL
PROFESSIONAL SUMMARY
Community-focused operations leader with 20+ years of military and federal service across the U.S. Army, Social Security Administration, and Department of Veterans Affairs. Known for aligning people, process, and priorities so programs deliver reliably especially during change. Trusted to steward a
$1.7M operating budget, stabilize teams, and build strong partnerships across departments, vendors, and Logistics to protect service continuity and improve the veteran experience. Education
SELECTED IMPACT & ACHIEVEMENTS
Ashford University
Bachelor's Degree
Social Science
2019
• Played a fundamental role in evaluating and
strengthening processes for a 50+ member team,
balancing high-volume inquiries with operational needs and stabilizing day-to-day workflows.
• Identified and implemented cost-effective initiatives that increased team performance and morale by 55%
within the first 220 days of leadership.
• Served as Subject Matter Expert on administrative and personnel issues; led a team in the absence of full-time staff and improved the team’s ranking from 20th to 6th within 60 days.
• Developed a tracking system for critical technologies and reporting that reduced late submissions from 17% to 2%, improving accountability and responsiveness.
• Consistently delivered high-quality service to the public, resolved complex issues, and thrived in fast- paced, community-facing environments.
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Professional Experience
ADMINISTRATIVE OFFICER NUTRITION & FOOD
SERVICES
CORE COMPETENCIES
Program Operations • Service
Delivery • Operations
Management • Cross-
Functional Leadership •
Vendor & Contract Support •
Procurement & P-Card •
Budget Oversight & Spend
Tracking • Policy/SOP
Development • Compliance
Readiness •
Onboarding/Offboarding •
Recruiting Coordination •
Timekeeping & Workforce
Support • Systems
Administration • Equipment
Lifecycle Management •
Training & Coaching
TECHNICAL & TRAINING
Technical: Microsoft Office
Suite • VA systems &
databases • Procurement &
budgeting software •
Electronic records
management systems
Training: VA Required Training
(Compliance & Ethics):
Government Ethics;
Whistleblower Rights &
Protections; No FEAR Act;
Privacy & HIPAA Army Center
for Substance Abuse Programs
/ Unit Prevention Leader
Course EEO Training
Emergency Support Function
(ESF) #8 FBCB2-BFT
LeaderNet Course Hazmat
Awareness & Hazmat
Operations Training
Introduction to Incident
Command System Medpros
Course Mission Command
Trainer Course Unit Master
Trainer Course
Department of Veterans Affairs Hines, IL Jan 2023 – Present
• Lead program and administrative operations
supporting nutrition services across the facility; align priorities, staffing workflows, and day-to-day execution to ensure reliable service delivery.
• Administer a $1.7M annual operating budget and
prepare annual budget plans; track spending,
purchasing, contracts, and reconciliations with zero audit discrepancies to ensure responsible stewardship.
• Serve as Government Purchase Card holder ($50K
limit); manage procurement for office and program
needs, monitor spend and maintain purchasing
controls.
• Oversee onboarding and offboarding operations,
maintain employee files, coordinate timekeeping
processes, and track performance evaluations to
support workforce readiness and accountability.
• Coordinate recruitment logistics by scheduling and conducting interviews, delivering new-hire orientation, and supporting staffing actions to maintain operational coverage.
• Write, update, and maintain policies, procedures, and SOPs; translate changes into clear workflows that
frontline staff can follow consistently.
• Support contract and vendor coordination and resolve vendor issues proactively, partnering with Logistics and internal stakeholders to prevent service disruption.
• Maintain oversight of equipment lifecycle actions, including end-of-life turn-in and tracking to support compliance and operational continuity.
• Update and maintain online food ordering systems to improve accuracy, user experience, and operational efficiency.
• Process and coordinate awards and recognition actions to support engagement and retention during high-
demand periods.
ADVANCED MEDICAL SUPPORT ASSISTANT
Department of Veterans Affairs Apr 2022 – Jan 2023
• Coordinated specialty clinic access (Endocrinology, Nephrology, Pulmonology) by managing scheduling
workflows and communication between veterans,
families, and care teams to support timely service delivery.
• Managed eligibility and care coordination tasks in a fast-paced environment; handled escalations with
empathy and clear next steps to reduce confusion and delays.
• Ensured accurate documentation across EMR and
scheduling platforms to support compliance,
continuity, and operational reliability.
• Collaborated across teams to identify access gaps, resolve barriers, and improve patient and family
experience.
COMMUNITY SUPPORT ADVOCATE (VOLUNTEER)
James E. McDade Classical School May 2021 – Aug 2024
• Participated in community-based volunteer activities and organized events with the James E. McDade
Classical School PTA and local organizations.
• Built rapport with parents, students, and community members to raise awareness of available resources and support school- and community-based programs.
• Used IT and administrative skills to support
communication, outreach, and coordination for
community stakeholders.
• Stayed current on technology, trends, and best
practices to strengthen community-facing
administrative and program support.
STAFF ADMINISTRATIVE ASSISTANT
Department of the Army Aug 2018 – May 2021
• Delivered comprehensive administrative and
operations support for mission-critical initiatives in a complex, high-stakes environment.
• Coordinated office operations, project workflows, and logistics in support of soldiers, leadership, and unit readiness.
• Partnered with senior leadership to shape and execute short- and long-term objectives aligned with mission and policy.
• Administered the government travel program,
reconciling transactions and reducing processing
errors.
• Trained 14 employees on best practices and protocols, increasing accuracy, consistency, and productivity.
• Prepared daily, weekly, and monthly situational reports for higher headquarters and authored office job
descriptions and directives.
CHEMICAL OPERATION SERGEANT & UNIT ADMINISTRATOR
United States Army May 2000 – May 2021
• Provided mission-critical leadership and administrative support for military operations, including deployments and specialized chemical missions.
• Led, trained, and mentored soldiers, reinforcing safety, accountability, and adherence to military standards and procedures.
• Served as Unit Administrator in the absence of full-time staff, overseeing pay, records, and personnel actions that directly impacted morale and readiness.
• Researched and resolved payroll issues and
discrepancies, improving trust and satisfaction among unit personnel.
• Recognized for devotion to duty, crisis response, and consistently delivering high-quality operational support under pressure.
CUSTOMER SERVICE REPRESENTATIVE
Social Security Administration May 2014 – Aug 2018
• Delivered client-centered service to Social Security beneficiaries, helping individuals and families
understand and access retirement, disability, and
survivor benefits.
• Resolved complex benefit inquiries by researching regulations, policies, and case histories and explaining outcomes in clear, accessible language.
• Administered benefits claims and payments with full compliance and precision.
• Managed high-volume walk-in, phone, and email
inquiries while maintaining professionalism, empathy, and accuracy.
• Investigated and resolved processing, compliance, and regulatory issues within SSA systems to protect
program integrity and client trust.
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