Katie Adams
Delmar
Summary
Strategic Consultant and Program Leader with 10+ years’ experience transforming public-sector systems, optimizing operations, and leading cross-functional teams through complex change. Deep expertise in customer experience (CX), workforce training, and data-driven performance improvement. Known for translating organizational challenges into practical solutions that deliver measurable impact. Certified in Human-Centered Design, Lean Six Sigma, and stakeholder engagement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Regional Program Director | Experience & Advocacy Strategy
U.S. Department of Veterans Affairs
Albany
04.2023 - Current
- Act as internal consultant across 10 medical facilities, designing and implementing experience-focused initiatives aligned with enterprise priorities.
- Built and scaled veteran experience and patient advocacy programs, training staff and driving policy alignment across regional and national levels.
- Facilitated data-informed decision-making by analyzing stakeholder feedback and service patterns; improved turnaround time and complaint resolution rates.
- Partnered with senior executives to guide change management strategies and integrate HCD methodology into service design.
Strategic Program Analyst | Transformation & Data Insights
U.S. Department of Veterans Affairs
Albany
02.2021 - 04.2023
- Conducted in-depth analysis of caregiver support initiatives across 10 facilities, identifying systemic gaps and recommending high-leverage improvements.
- Developed reporting dashboards using Power BI, SQL, and Pyramid tools; findings shaped regional resource allocation and service delivery planning.
- Consulted with interdisciplinary teams to create knowledge management systems and enhance communication across care delivery networks.
Operations & Logistics Manager
U.S. Department of Veterans Affairs
Albany
06.2014 - 02.2021
- Directed inventory operations in a fast-paced hospital setting; led continuous improvement efforts that improved data accuracy and compliance.
- Advised executive leadership on procurement strategies and workflow optimization.
Aviation Supply Specialist (E-4, Hon. Discharge)
U.S. Marine Corps
Jacksonville
11.2007 - 05.2011
- Supported mission-critical aviation supply chain operations; maintained 99% on-time delivery.
- Managed vendor relationships and implemented quality control protocols under military standards.
Education
Master of Arts - Work and Labor Policy
SUNY Empire State College
Graduate Certificate - Community Advocacy
SUNY Empire State College
Bachelor of Arts - Sociology
Ashford University
Skills
- Program management
- Data analysis
- Change management
- Policy development
- Stakeholder engagement
- Project planning
- Performance improvement
- User experience design
- Dashboard reporting
Certification
- Lean Six Sigma Black Belt, VA
- Human-Centered Design Certificate, 2024
- Patient Experience Leadership, 2025
- Patient Advocacy Certificate, 2025
Selected Consulting Strengths
- Delivered CX transformation guidance across 10+ hospitals
- Created scalable training tools for 100+ staff
- Used BI tools to drive operations decisions and prioritize interventions
- Led cross-site regional alignment initiatives for improved service outcomes
- Co-developed national-level policy guidance based on on-the-ground insights
Consulting Value Areas
- CX & Service Journey Optimization
- Operational Efficiency & Process Redesign
- Organizational Change Management
- Strategic Planning & Stakeholder Alignment
- Training Design & Delivery
- Human-Centered Design & DEI Integration
- Data Analytics (Power BI, SQL, VSSC, CARMA)
- Public Sector Transformation
Timeline
Regional Program Director | Experience & Advocacy Strategy
U.S. Department of Veterans Affairs
04.2023 - Current
Strategic Program Analyst | Transformation & Data Insights
U.S. Department of Veterans Affairs
02.2021 - 04.2023
Operations & Logistics Manager
U.S. Department of Veterans Affairs
06.2014 - 02.2021
Aviation Supply Specialist (E-4, Hon. Discharge)
U.S. Marine Corps
11.2007 - 05.2011
Master of Arts - Work and Labor Policy
SUNY Empire State College
Graduate Certificate - Community Advocacy
SUNY Empire State College
Bachelor of Arts - Sociology
Ashford University