Diana Le

Business and data analyst with 8+ years of experience supporting federal agencies, like Veterans Affairs (VA) and Food and Drug Administration (FDA), with customer experience, public health, and regulatory programs. Experienced in cross-functional program and project management, end-to-end onboarding, customer relationship management, customer advocacy, crisis management, risk mitigation, data analysis, and regulatory compliance.

Data Analyst/Senior Consultant at Blue Water Thinking, LLC (2024-05 – 2025-06)

• Led and built partnerships through interagency advisory groups and High Impact Service Providers (HISPs) across federal, state, and private sectors for information sharing of CX strategies, initiatives, and industry best practices.
• Partnered with Strategic Program Management Office (SPMO) Customer Experience (CX) senior leadership and other stakeholders across VA to develop performance metrics, measure results, and integrate new methodologies into existing systems and operational lifecycles
• Developed and maintained a Customer Experience (CX) Action Plan dashboard using Excel, Power Query, and Power BI, which consolidated 72 action plans across 9 major program offices and 58 regional offices in Veterans Benefits Administration (VBA), enabling senior leadership visibility into submission status, gaps, and trends.
• Re-engineered an Excel-based intake tool used by VBA program offices and regional offices; completed 2 test cycles and incorporated field feedback to improve usability and data standardization.

Lead CX Management Analyst/Consultant at Ben Allegretti Consulting, Inc. (2022-08 – 2024-05)

• Implemented and standardized an automation process using Excel, achieving a 94% reduction in manual workload, leading to annual savings of $25,000 for VBA and VA Data Modernization initiatives.
• Managed the complete end-to-end user onboarding process for seven high-profile business lines within VBA, ensuring new stakeholders were equipped with essential resources for success and maintaining continuous communication throughout the client lifecycle, while prioritizing seamless customer experiences to meet the Deputy Undersecretary for Benefits’ (DUSB) mission and vision across VBA.
• Conducted system demonstration and provided comprehensive training to more than 100 VBA customers, enabling independent use and maintenance of the new system.
• Established and launched VSignals Service Recovery (VVSR) Program Community of Practice, an online learning platform and networking community for call center practitioners and analysts to access materials needed for the implementation of VVSR activities and crisis prevention.
• Collaborated cross-functionally to ensure seamless customer experience and served as a key liaison between executive-level customers and internal teams, gathering valuable insights and feedback, mitigating risks and crisis, addressing concerns, and delivering tailored solutions, resulting in notable gains in customer satisfaction and trust.

Compliance Analyst at BarnAllen Technologies, Inc. (2018-11 – 2022-08)

• Designed and implemented Standard Operating Procedures (SOPs) that reduced reporting errors by 70% and improved consistency across monthly recurring deliverables.
• Evaluated up to 300 labels/advertisements/consumer items per day under the Federal Food, Drug & Cosmetic Act (FD&C Act), ensuring compliance with federal laws and regulations, and maintaining a 97% accuracy rate in the system.
• Prepared and led bi-monthly workshops on the Food and Drug Administration (FDA) tobacco labeling guidelines, strengthening compliance knowledge, and mitigating regulatory risk for internal teams.
• Advised project managers and division leaders on business process and operational improvements and provided subject-matter expertise for weekly FDA reports.

Data Analyst at BarnAllen Technologies, Inc. (2018-08 – 2018-11)

• Managed and assessed up to 20 project records daily with quality checks to prevent duplication and data corruption, strengthening data integrity and reporting reliability.
• Trained new employees on FDA's tobacco product review process and regulations, contributing to team growth and knowledge transfer.
• Coordinated research projects and served as a liaison between the teams and managerial staff, facilitating seamless project execution and communication, emphasizing organizational effectiveness.
• Tracked deliverables and client deadlines across multiple teams; established a weekly cross-team update cadence to improve communication and coordination.

Store Associate at Orange Pocket (2026-09 – Present)

• Perform daily operations and grand-opening readiness for the company’s Gaithersburg location, ensuring exceptional customer service and operational execution.
• Assist in planning and operational efforts for two additional store openings in Fairfax, Virginia, and National Harbor, Maryland, supporting consistent service delivery and company standards across locations.
• Establish and reinforce employee training and service standards, ensuring consistent, high-quality, brand-aligned customer experiences across all transactions.
• Own the end-to-end resolution of high-risk and sensitive customer interactions, applying discretion, sound judgment, and effective service delivery strategies to earn customer trust and loyalty.

Bachelor of Science in Public Health Science – University of Maryland, College Park, MD; Universities at Shady Grove, Rockville, MD