Angela Gilliam

Operationally-driven leader with 6+ years running three concurrent statewide programs (youth, adult, and broadband) worth $25M-$50M annually, and personally owning the creative output that drives their success. Leads 200+ staff and 12+ vendor partners, building the workflows, systems, and content, Adobe Creative Cloud video production, website design, print outreach, that took online application submissions to 90% and lifted overall program performance by 9%. Operates at both strategic and hands-on levels: setting team structure and intake processes, coaching and developing teams, and producing creative work directly when needed.

Contact Center Program Manager at MAXIMUS LLC (2021-01 – Present)

• Direct end-to-end delivery of three statewide low-income programs (youth, adult, and home broadband discount) valued at $25M-$50M annually combined, ensuring full compliance with state guidelines across a multi-vendor operating environment.
• Launched the home broadband program from the ground up in February 2026: policy, vendor operations, staffing, and compliance, with zero disruption to the existing programs.
• Lead, coach, and develop a 200+ person team directly and through vendor/team leads, across a hybrid virtual and on-site operation totaling 500+ personnel.
• Set structure, priorities, and accountability measures across a multi-site, multi-vendor operation (12+ vendor partners), managing onboarding, performance, and contract oversight end to end.
• Own creative production end to end across three programs: video (Adobe Creative Cloud), website design and layout, print mail, and outreach flyers, producing training and marketing content for both internal teams and external customers.
• Outreach materials for the broadband program launch drove a 90% online application submission rate, directly tying creative output to program performance.
• Define and monitor performance metrics that link operational and creative output to program outcomes: 95% ASA, 99% QA, 97% CSAT, and a 90% online application rate tied directly to outreach content.
• Build executive dashboards and automated reporting pipelines (SQL, Power BI, Qlik) that surface performance trends and drive continuous improvement, contributing to a 9% lift in overall program performance.
• Serve as AI champion for the program, piloting call summarization and text-to-speech tools as part of an ongoing operational optimization effort.

Training Manager at CONTINUUM (2019-01 – 2021-12)

• Led rapid stand-up of a healthcare COVID-19 hotline and triage program within 72 hours in direct response to pandemic-driven demand surges.
• Managed large-scale workforce training and onboarding operations supporting 500+ employees across multiple concurrent healthcare triage cohorts.
• Achieved 90% employee retention through structured coaching, performance management, and workforce development strategies.
• Redesigned training processes to reduce new-hire ramp time and improve overall operational efficiency.

English Language Tutor at Rosetta Stone

Contact Center Trainer / Escalations at Alorica

Technical Support Advisor at Kelly Services

B.A. in Graphic Design – Full Sail University

A.A. in Ministry & Leadership – Grace University