Nicole Jones

• Design and execute structured QA audits to identify defects, process inconsistencies, and compliance gaps across operational workflows — applying systematic defect detection methodology in a real-world quality assurance function • Analyze performance data and quality measurement outputs to produce monthly reports that directly informed management decisions on corrective action and system improvement priorities • Conduct documentation reviews to identify accuracy issues, missing data, and process deviations, applying root cause analysis to distinguish individual errors from systemic workflow failures • Review compliance adherence across regulatory and internal standards, flagging deficiencies and coordinating corrective measures — experience managing compliance validation in a structured QA framework • Collaborate cross-functionally with operations, clinical, and management teams to implement process improvements, translating quality findings into actionable workflow changes that reduced recurring errors • Develop and update process documentation, policy procedures, and quality standards, maintaining version-controlled records that reflect current system requirements and audit expectations • Facilitate QA training and orientation sessions to ensure team alignment with documentation standards and compliance requirements — experience building quality awareness across non-technical and technical stakeholders • Monitor and track audit improvement plans and corrective action timelines, maintaining accountability for defect resolution and verifying that fixes were implemented effectively and sustainably • Assist with preparation of annual compliance reports to regulatory agencies, synthesizing multi-source data into structured, audit-ready documentation under tight accuracy and deadline requirements

• Designed and deployed end-to-end agentic workflows in n8n and Make.com integrating PDF.co, Airtable, Google Drive, Slack, and REST APIs to automate document intake, CRM sync, and AI-authored email delivery, reducing processing time from 50 minutes to under 30 seconds (99% improvement) •  Built an AI invoice processing automation using Mistral OCR and webhook-triggered routing logic, reducing manual handling effort by 60% through automated extraction, validation, and multi-path conditional delivery • Engineered a full-cycle AI lead generation pipeline using Apify for web scraping, n8n for orchestration, and Slack/Google Sheets for real-time delivery, eliminating 80% of manual lead management effort • Designed a RAG knowledge base chatbot using Pinecone for vector storage, Firecrawl for content ingestion, and n8n for Slack/Telegram delivery, enabling semantic context-aware automated responses • Constructed multi-agent AI systems using the AutoGen framework with role-based agent collaboration, agent-to-agent communication, and RoundRobin group orchestration • Integrated Claude Desktop with a custom MCP server, wrapping REST API and Selenium WebDriver commands as MCP tools to enable AI-agent-triggered automation from a natural language interface • Automated voice AI workflows using ElevenLabs and Retell AI, building end-to-end voice-enabled automation pipelines from synthesis through interactive agent deployment • Implemented dual-layer error handling across all pipelines: upstream input validation and global Slack webhook alerting for real-time failure detection, achieving production-grade reliability • Delivered 14 portfolio automations; presented capstone project at Demo Day

• Conducted 250+ structured needs assessments across a 12-year engagement to identify service gaps, eligibility barriers, and system-level failures — applying rigorous gap analysis methodology equivalent to test coverage analysis in QA practice •  Monitored multi-system compliance across Medicaid waiver programs, HCBS regulations, and DBHDD standards, maintaining consistent quality checks across complex, interdependent service systems • Maintained HIPAA-compliant documentation across all client records, interaction logs, and service plans — developing a data accuracy and confidentiality discipline directly transferable to regulated software and healthcare tech environments • Identified and escalated systemic service failures, provider gaps, and documentation deficiencies through structured reporting processes, applying root cause thinking to distinguish isolated incidents from recurring system-level issues • Coordinated multi-stakeholder workflows across clients, families, providers, and regulatory bodies — experience managing complex, interdependent processes across systems that must function reliably together • Developed and maintained individualized service plans requiring structured data collection, accuracy validation, and iterative updates aligned with changing client needs and evolving regulatory requirements • Facilitated access to behavioral health, housing, employment, and benefits systems on behalf of clients — experience navigating multi-platform systems and translating complex requirements into clear, executable steps for end users • Utilized electronic case management databases and HMIS platforms to maintain accurate, audit-ready records — hands-on experience with data systems, digital documentation workflows, and system-level data integrity • Applied continuous process improvement principles across a long-term consulting engagement, regularly identifying inefficiencies, proposing workflow changes, and measuring outcomes

• Managed a structured caseload of individuals with IDD across multiple Georgia counties, tracking service entry timelines, documentation completeness, and compliance milestones — directly analogous to defect tracking and ticket lifecycle management in QA environments • Conducted comprehensive needs assessments to identify service gaps and eligibility requirements, applying systematic gap analysis methodology to evaluate what was missing, why, and what corrective action was required • Maintained strict HIPAA compliance and DBHDD confidentiality standards across all client records and interactions, developing a rigorous data integrity and information security mindset applied consistently across all documentation • Analyzed operational data and individual-level case information to ensure clients were progressing toward services at required rates, using data-driven decision-making to identify • bottlenecks and recommend process corrections • Authored and maintained 100+ Person-Centered Plans requiring precision documentation, version control, and accuracy validation across multiple regulatory standards — a direct parallel to test case writing and documentation management in software QA • Served as a cross-functional liaison between individuals, families, providers, and state agencies, translating complex regulatory requirements into clear, actionable steps — mirroring how QA engineers bridge technical and non-technical stakeholders • Monitored multi-system compliance across NOW/COMP waiver programs, Medicaid state plan requirements, and DBHDD standards, developing a systematic approach to tracking • requirements across overlapping regulatory frameworks • Identified and escalated system-level issues — including provider gaps, documentation deficiencies, and service delays — using structured reporting channels, applying root cause analysis to distinguish isolated incidents from systemic failures • Participated in regional planning meetings to evaluate team performance

• Fostered engaging class discussions by integrating open-ended questions and tracking student participation. • Delivered constructive feedback to students, enhancing their learning experience and academic growth. • Researched and selected course materials that aligned with innovative teaching strategies. • Utilized instructional technologies for effective in-class and online learning environments at American InterContinental University.

• Maintained confidentiality of client treatment records while providing a safe therapeutic environment. • Developed and implemented core counseling programs tailored to individual client needs. • Utilized evidence-based interventions to facilitate positive behavior change and crisis resolution. • Collaborated with professionals to ensure comprehensive care for clients and their families.

• Supported quality improvement initiatives by participating in team meetings and suggesting process enhancements. • Assisted clients in navigating complex social services systems, providing guidance on applications and eligibility criteria. • Streamlined case management procedures through accurate record-keeping and efficient filing systems. • Connected clients with relevant community resources, such as mental health services and housing assistance programs.

• Motivated students to explore the intersections of criminal justice, social sciences, and human psychology. • Fostered engaging class discussions by actively soliciting student input and asking open-ended questions. • Developed comprehensive syllabi and instructional plans aligned with course objectives, enhancing the learning experience. • Provided constructive feedback to encourage student growth and participation.

• Maintained detailed documentation of client interactions and progress toward goals, ensuring a clear record of care. • Monitored case documentation for compliance with regulatory guidelines, facilitating accurate records for audits. • Fostered partnerships with local service providers to enhance resource networks for clients needing specialized assistance. • Conducted thorough assessments to identify client needs, leading to the development of effective support interventions.

• Participated in quality improvement initiatives to enhance client safety and satisfaction. • Provided mental, emotional, and physical support to clients with special needs through positive reinforcement. • Conducted routine inspections of Community Living Arrangements, proactively addressing identified issues. • Maintained compliance with regulatory guidelines to uphold the integrity of client monitoring processes.

Key Areas of Study: Public administration theory and practice•Public policy analysis and evaluation •Organizational leadership and behavior•Public budgeting and financial management•Human resource management in the public sector•Research methods and data-driven decision-making•Ethics, governance, and accountability•Program evaluation and performance management•Nonprofit management and community engagement Through applied learning and real-world case studies, the program emphasizes strategic decision-making, accountability, and community impact. It equips graduates with the tools to lead diverse organizations, manage public resources responsibly, and contribute to policy development and implementation at local, state, and national levels.

Key Areas of Study: American government and comparative politics•Public policy and political theory •Research methods and data analysis•Social theory and sociological perspectives•Social inequality, race, and class•Criminal justice and social institutions•Global and cultural studies•Ethics, civic engagement, and public service This program develops strong critical thinking, research, and communication skills while exploring complex societal issues such as inequality, governance, justice, and social change. It integrates both theoretical perspectives and real-world application, equipping students to analyze policy, engage effectively with diverse populations, and contribute to informed, impactful decision-making.