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Work Background
ITSC Secure SolutionsProgram Analyst IV
May. 2023 - Mar. 2024San Antonio, Texas, United States• Oversaw, managed, and assessed multiple managed care support contracts for the TRICARE health plan, resulting in improved efficiency and performance.
• Provided comprehensive technical assistance to the Office of the Secretary of Defense/Defense Health Agency, ensuring compliance with Department of Defense and TRICARE policies.
• Administered and monitored Memorandums of Understanding and Supplementals/Statements of Responsibility, ensuring timely submission into the PAT system.
• Managed the biannual MTF Commanders Satisfaction Survey for regional contracts, overseeing 500+ users and resolving technical issues to ensure accurate data collection.
• Played a key role in preparing and completing technical evaluations, taskers, analysis projects, and audit documentation, consistently delivering high-quality work on time.
• Maintained detailed alignment documents through proactive communication with internal and external stakeholders, ensuring alignment with organizational goals and objectives.
QualfonLearning and Development Manager
Dec. 2022 - May. 2023San Antonio, Texas, United States⬥ Oversaw the Learning and Development program by managing all learning and development needs for three sites and a team of facilitators. ⬥ Consulted and collaborated with internal and external stakeholders to develop and/or refresh comprehensive learning plans to ensure learning gaps were closed and train new team members in order to achieve positive business results. ⬥ Provided consistent feedback, coaching, trainer observations, train-the-trainer, and developmental sessions to training team to ensure individual growth in adult learning principals and methodologies, facilitation etiquette, classroom organization and management in order to ensure a positive and successful learning experience. ⬥ Managed scheduling and resource allocation for all training initiatives. ⬥ Addressed heavy volume and staffing challenges by improving training retention rates through collaboration with key stakeholders. ⬥ Conducted training needs analysis, designed training curriculum, analyzed trainee test and survey results in order to identify trends and areas of improvement for the training program. ⬥ Partnered closely with Human Resources for all training team and new hire attendance, payroll, benefit, employee relations, and performance management. ⬥ Managed team hiring initiatives by partnering with Recruiting, conducting interviews, documenting interview notes, conducted onboarding and employee terminations.
Best Buy HealthTraining Supervisor
May. 2019 - Apr. 2022San Antonio, Texas Metropolitan Area⬥ Directed a cross-functional team through a new hire training efficiency project, decreasing classroom hours 33%, reducing the cost per class by $31,250 and $500K overall, and maintaining quality metrics.
⬥ Overhauled the training and orientation processes to integrate organizational vision with existing practices, resulting in 30% higher staff information retention.
⬥ Partnered with quality assurance to provide trend-based training and increase service quality delivery.
⬥ Managed daily operational activities for a team of trainers, training delivery specialists, and remote employees, collaboratively planning and executing engaging and information-rich training programs and activities.
⬥ Grew the new hire graduation rate to 90%, achieved an average 4.8/5 on the learner satisfaction survey, and achieved the “excellent” standard by exceeding 85% on quality audits.
⬥ Performed troubleshooting for all L&D program issues and initiatives while assisting with planning, developing, and opening a new site in San Antonio, TX.
⬥ Nominated to and completed the six-month McKinsey Leadership Accelerator Program, growing personal knowledge of business strategy, structure, and complex problem-solving.
⬥ Recognized with the Genius Award for valuable contributions to streamlining processes, improving content and curricula, and ensuring the success of new hire and onboarding training.
BDQuality & Training Lead
Jan. 2018 - May. 2019San Antonio, Texas Metropolitan Area⬥ Implemented and maintained quality control and training programs in support of HR service delivery, including payroll, reporting, customer service, talent acquisition/management, total rewards, and data optics.
⬥ Curated orientation programs with SME presentations, collaborative activities, and story-focused assessment methods, increasing employee engagement 80%.
⬥ Developed an HR escalation process and led implementation, streamlining training processes and enhancing operational efficiency across the Americas Associate Service Center.
⬥ Analyzed 100+ performance reports every month to determine areas needing improvement and devise creative solutions to optimize workforce performance.
⬥ Accurately reconciled monthly customer satisfaction data with business customer experience goals and introduced new tactics for maximizing client retention and satisfaction.
⬥ Increased staff efficiency and service quality 93% by offering mentorship based on individual and team reviews.
Wells FargoLearning and Development Facilitator
Jan. 2016 - Jan. 2018San Antonio, Texas Metropolitan Area⬥ Promoted team member enrichment, engagement, and operational effectiveness initiatives by co-developing new customer interaction programs, resulting in maximum client retention.
⬥ Facilitated training programs for 700+ new customer service hires, using example scripts, role play, and technical assessments to teach staff and increase new hire satisfaction 10%.
⬥ Guaranteed consistent delivery of top-tier products and services by ensuring the curriculum integrated current and future business objectives and relevant resources.
Wells FargoResearch Remediation Analyst
Jan. 2015 - Jan. 2016San Antonio, Texas Metropolitan Area⬥ Reviewed, approved, and canceled single loan and credit exceptions, including applications, claims, files, and online transactions per internal requirements, contract terms/conditions, insurer guidelines, investor requirements, and applicable government regulations.
⬥ Analyzed loans and collaborated with bankruptcy attorneys to identify potential bank operating risks.
⬥ Consistently achieved a >90% customer satisfaction rating by using active listening and consummate professionalism to deescalate customer complaints.
⬥ Monitored and reported on performance of underwriting, compliance, fraud, fair lending, and servicing to facilitate informed decision-making and corrective action measures.
UnitedHealth GroupClaims Adjuster
Mar. 2014 - Dec. 2014San Antonio, Texas Metropolitan Area⬥ Promptly resolved claims and conducted in-depth research and investigations to maximize client satisfaction, correcting and negotiating multiple claim types from moderate to complex.
⬥ Complied with internal policies and quality standards while processing incoming Sam Edit claims, guaranteeing achievement of all productivity metrics
Robert HalfRecruiting Manager
Mar. 2013 - Aug. 2013San Antonio, Texas Metropolitan Area⬥ Performed background checks and evaluated applications to identify candidates that meet all hiring criteria.
⬥ Sourced top talent for open contracts/temporary requisitions at Wells Fargo using Indeed and similar platforms.
⬥ Responded to employee and manager inquiries on contractor employment and efficiently reconciled contractor payroll and timesheet issues, maximizing employee retention and job satisfaction.
⬥ Secured additional revenue by successfully negotiating contract terms, pay and bill rates, and job order fees.
Robert HalfQuality Assurance Analyst - Contractor
Jan. 2013 - Mar. 2013San Antonio, Texas Metropolitan Area⬥ Monitored and reviewed all processes, claims, documentation, and files to ensure compliance with company’s standards and requirements.
⬥ Identified risks and areas of concern in order to recommend approaches, policies, and procedures to improve performance.
Bank of AmericaBankruptcy Operations Specialist
Jan. 2012 - Jan. 2013San Antonio, Texas Metropolitan Area⬥ Reviewed existing bankruptcy files and created motion for relief while ensuring adherence with government standards/regulations.
⬥ Assessed the entire account history, including fees and cost as well as proof of claim.
⬥ Successfully managed a pipeline consisting of chapters 7, 11, and 13 bankruptcy cases.
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