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Work Background
Rafael Marrero & CompanySenior Consultant
Aug. 2023RemoteComprehensive support and consultation throughout project lifecycle, actively engaging in every stage of a project, from initial planning to successful completion, ensuring alignment with organizational goals. Collaboration with clients assessing project management, vendor management, and operations management needs to devise and implement tailored strategies and improve efficiency, cost-effectiveness, and overall success.
TVLB Homes, LLCOperations Manager
Jan. 2023Greater Sebring-Avon Park Area · RemoteManage all operational aspects of the real estate business, strategically bridging business requirements with practical playbooks and tool enhancements, streamlining operations and measurable improvements while building meaningful relationships with both buyers and sellers to ensure an optimal customer experience. • Continuously creating and refining comprehensive playbooks that translate complex business needs into clear, step-by-step processes serves as a reference guide for the team, ensuring consistency and alignment across various functions while proactively leveraging tooling integrations enhances existing systems, resulting in streamlined operations and measurable improvements
• Spearheaded the migration from Google Sheets to HubSpot CRM Software resulting in 50% increase in client follow up and engagement. • Social media post management on all platforms including Facebook, Instagram, LinkedIn, Google+ and launch of email blast campaigns increasing lead generation by 30%. • Leads end-to-end marketing projects, overseeing the conception, design, and execution of compelling marketing materials to enhance brand visibility and drive property sales.
CORA Physical TherapyPSC Assistant Trainer
May. 2021 - Dec. 2022Sebring, Florida, United StatesOrganized and redesigned onboarding and training of new patient service coordinators and collaborated with clinic managers to constantly improve administrative processes and procedures. Mentored & coached 15+ direct reports.
• Conceptualized and led the "Training Revamping Project," which introduced new KPIs, benchmarking/auditing systems, and standardized training procedures, resulting in a 50% increase in employee learning and development satisfaction within one quarter and ensuring regional training consistency.
• Headed “New Hire Process Project” to improve new candidate experience from intake to interview to onboard phases, decreasing PSC turnover in region by 60%. • Designed and launched new training materials for new and seasoned PSCs based on company needs and industry changes focused on employee development.
CORA Physical TherapyPatient Services Coordinator
Jan. 2019 - May. 2021Sebring, FloridaManaged administrative operations while keeping optimal patient satisfaction and retention, juggling all aspects of medical administration, benefits verification, prior and post evaluation authorizations, billing, and scheduling.
• Improved efficiency and revenue of three Highlands County clinics by 50% increasingly every year by adhering to and updating scheduling procedures. • Increased admission accuracy from 40% to 85% with constant team goals improvement, continuously reaching and exceeding monthly company targets. • Streamlined new authorization tracking system that lowered authorization turnaround time from ten to three business days.
Rafael Marrero & CompanyProgram Project Manager
Oct. 2015 - Dec. 2018Miami, Florida, United States · RemoteAnalyzed business processes and headed projects in various areas to help them improve small business operations, solve problems, and implement technology achieving company goals and vision. •Developed & led HR projects focusing on coordination, software migration, recruiting, onboarding, and training, resulting in a 15% boost in employee retention by aligning with the company's strategic vision through updated handbooks and best practices.
•Reorganized and launched new vendor documentation repository software systems, resulting in a 30% increase in due diligence efficiency and accurate tracking of certificates of insurance, licensing, and permits, ensuring compliance and reducing potential risks.
•Designed corporate brand packets, including website building and revision, logo enhancements, and marketing material evaluations, leading to a 20% increase in website traffic and a 15% growth in social media engagement, ultimately driving the success of new and existing marketing initiatives.
Van Teal HospitalityProject Manager
Nov. 2014 - Aug. 2015Miami, Florida, United StatesManaged lighting projects from start to finish, working with designers and stakeholders in all phases of design, sample submission, production and delivery of products from overseas factory to hotel facilities. •Pioneered the implementation of Wrike project management software companywide that instituted organization, tracking and accountability companywide and increased profitability by 100%.
•Coordinated closely with leadership team to facilitate accountability system for vendors overseas, resulting in increased vendor communication and accurate tracking. •Successfully completed over 35 lighting design projects with various major hotel chains increasing business revenue by 25% quarterly.
MasTec Network SolutionsReceptionist / VMO Assistant
Jun. 2013 - Nov. 2014Coral Gables, FLGreeting customers and guests in a friendly and professional manner
Conference room management and bookings
Answering and directing calls from all Mastec Network Solutions' locations nationwide
In charge of ordering and restocking office supplies
Handling of travel arrangements for traveling crews in Florida
Collaboration in Vendor Management Department - Beta Testing coordinator for new vendor management software
AT&T MobilityRetail Sales Consultant
Oct. 2011 - Aug. 2012Midtown, Miami, FLMet and exceeded monthly sales goals of wireless and home services
Educated and engaged customers through product demonstrations
Motivated customers to acquire new products and provided prompt and courteous customer service and consultation to all customers in person, via phone or written note
Anex OfficeAssistant Manager
Jan. 2010 - Sep. 2011Miami Beach, Florida, United StatesWorked directly with President of the company, in charge of all administrative and organizational duties regarding the executive office center, building management and parking garage
In charge of office set up and service connections such as internet and phone lines
In charge of billing and collections
Responsible for customer satisfaction and problem resolution
In charge of setting up virtual and office by the hour packages in a timely manner
Responsible for the constant training of sales and office staff
Sales representative with an increase of sales of 40% in the last year
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