Healthcare Supervisor

• Jan 2021 - Present

Community Care Supervisor (Remote)

• Jan 2021 - Present

Experienced professional providing support to a health department in the fight against COVID-19. Responsible for the supervision, collaboration, direction, training and continuous assessment of a case investigation and contract tracing team assigned to their designated health jurisdiction. In addition directs the performance of day to day disease intervention activities, ensuring that the quality and timeliness of work is performed according to established guidelines. In addition to quality assurance and performance monitoring ensuring that team members efforts are aligned with standard operating procedures for collection of epidemiological data, instructions for quarantine and isolation and linking clients to clinical and social support services Show less

General Manager Operations

• Mar 2018 - Jan 2021

General Operations Manager: Establish & advance long-term relationships with general contractors while overseeing the overall start-up project for TayRo LLC., DRNK/QWENCH within the Los Angeles market, while managing the day to day operations to acquire more customers for the overall franchise. Serve as the liaison between the architects, design firms to assist in implementation of organizational strategies and attainment of goals while driving revenue growth for all parties. • Collaborate with architects and designs firms to support execution of organizational strategy within market to increase Tayro LLC, DRNK/QWENCH market share & revenue growth • Consult with landlord on buildout and updates on construction progress • Consult with Franchise DRNK/QWENCH and Executive Managers on construction progress while providing timelines to ensure on time delivery of new store. • Consult Executive Mangers on Overall franchise performance, including fixed operations • Analyze stores sales forecast & implemented market strategy resulting in 15% new customers YOY • Developed and executed strategy to increase franchises market share within the Los Angeles area • Drive and coordinate a successful construction bid while staying under budget for the overall buildout • Developed & implemented market strategy to increase overall store sales • Monthly strategy calls with DRNK/QWENCH Franchise team to review overall store success • Conduct monthly strategy meeting with retail management & DRNK/QWENCH Franchise team to grow area sales • Collaborate with cross-functional teams to train employees on DRNK/QWENCH products and services. Develop training plan with corporate headquarters • Consult with retailers and DRNK/QWENCH Franchise along with completing Due Diligence on buy/sell transactions Show less

Telecommunications Manager

• Oct 2017 - Mar 2019

Los Angeles Unified School District - Los Angeles, CA Los Angeles Unified School District is the second largest school system in the United States. LAUSD is a school system that has an enrollment of over 607,730 students. Telecommunications Manager: Responsible for managing over 200 district employees that repaired and managed the overall schools within the district. Led a team of 6 direct reports and 194 CWA workers. Developed and executed the annual business plan strategies to ensure the organizational revenue objectives were attained within the district. Perform in depth analysis of marketplace and developed effective strategies to maximize opportunities and performance of staff. • Cascade organizational annual strategy & initiatives to team • Manages the activities of the telecommunication branch which includes repair, installation and the radio unit • Developed effective strategy for repair tickets to attain key objectives within annual business plan • Overseas expenditures and reconciliation of billing disputes on service orders for new telephone systems, systems upgrades, damaged line systems, equipment and wiring • Improved team’s efficiency production from 65% to 89% within 3 months • Improved team’s quality satisfaction from 70% to 95% within 5 months • Assist in preparing the Districts annual telephone expense budget for administrative and school accounts: maintains expenditure controls, develops and provides data to support requests for additional funds • Confers with telephone company representatives and district administrators regarding telephone service needs and long-range planning for communications services • Member of management team identifying needs of clients and developing strategies to address repair needs • Assist in development of the district annual business plan forecasts • Lead weekly & monthly strategy meetings with internal and external customers • Responsible for recruiting and professional development of district team Show less

Service Manager (Remote)

• Jan 2005 - Oct 2017

AT&T, Los Angeles, California AT&T with 251,840 employees servicing $531 billion global portfolio and offering mobility, land line and Direct TV al services to more than 93.89 Million customers with a 1.12% churn rate.Service Manager: Provide consultation solutions, portfolio analysis, business development, forecasting, P&L administration, and business development. Identify and act on opportunities to improve business processes, customer service, and drive achievement of corporate goals.• Demonstrated the value of AT&T solutions and services by conducting stewardship meetings and delivering reports on the business to internal and external • Evaluated metrics to identify trends, opportunities around billing, contract and accounts receivables• Developed fixed and variable consultation projects focusing on identifying frozen capital and improving cash flow• Collaborated on a monthly basis with the collections team to resolve non-payment issues on accounts resulting in reduced to no current collections issues. Resulting in a savings of $500K year over year• Developed and implemented comprehensive programs to minimize both subscriber and product churn which grew the overall revenue. Resulting in churn percentage below 2% • Mentored and lead cross functional teams on process improvements resulting in $100K in savings year over year • Resolved account inquires in a timely manner regarding billing disputes, which saved approximately $300K in net bad debt • Provide analytical support to Sr. Management for development of business unit goals, strategies and ROI• Met/exceeded 100% of sales Key Performance measurement scorecard • Collaborated with cross units by assisting with due diligence on mobility and landline projects• Performed market competitive analysis of competition to measure product offerings and services• Coach & develop analysts responsible for customer service, retention, risk management • Show less

Sales Manager

• Jun 2004 - Jun 2005

Managed a team of 15 sales representatives and assigned accounts to drive sales initiatives within the wireless portfolio. • Managed and trained employees on effective sales techniques and created sales reports to enhance daily and monthly sales targets, which netted a 25%, increased in sales attainment.• Met and exceeded monthly objectives by building relationships and interacting with all levels of management. Introduced new business competencies to customers which resulted in a 15% increase in annual revenue to $2.5 million through new and existing relationships.• Led and implemented strategic sales initiative processes to gain new business customers by creative marketing, which resulted in a 45% increase in monthly revenue.• Developed and maintained strong relationships with my team by consistently providing high level of customer satisfaction.• Created and maintained process improvements to ensure all managers were aware of new AT&T initiatives.• Led training sessions to ensure staff was properly trained on new promotions. Show less

Project Manager

• Jan 2001 - Jan 2003

Responsible for managing receivables portfolio for consumer long distance customers. Implemented initiatives to reduce net bad debt within the College and University portfolios that resulted in a savings of $2.3M. Led a team of 20 managers to implement the credit scoring of 33M customers in the AT&T portfolio. Implemented process controls and improved credit policies that resulted in a 40% reduction in bad debt customers which resulted in a savings of $2M.Managed a team of 20 managers to ensure all initiatives were implemented in a timely manner, this resulted in 97% of AT&T's customers meeting and exceeding the credit score guidelines threshold.Implemented a bad debt that prevented AT&T from receiving customers that didn't meet the AT&T guidelines and therefore prevented $5M in net bad debt exposure to the portfolio. Show less

Account Service and Implementation Manager

• Jan 1999 - Jan 2001

Prepaid CardPlanned, organized and coordinated the implementation of the sales of prepaid telephone cards through major retail organizations such as Sam's Club, Wal-Mart and Eckerd drug stores to ensure retailers were supplied and equipped for maximum sales.Established and implemented supply chain functions for ordering and billing of customer accounts.Developed and implemented a process for prepaid cards to be shipped to retail organizations in a timely and efficient manner which resulted in a savings of over $500,000.Consulted with and advised sales team in the crafting of retail selling approaches to develop recommendations for prospects while enhancing the marketing of the pre-paid portfolio to new clients. Show less

Marketing Manager

• Jan 1998 - Jan 1999

AT&T Access 10-10-345Managed the marketing and implementation of the 10-10-345 motor sports club product and service. This increased the overall NASCAR awareness and 10-10-345 customer base by over 75,000. Increased customer awareness of the benefits and value of using 10-10-345 access code, by direct contact and advertising at major automotive events such as NASCAR and other venues which resulted in a 25% increase in customer usage.Designed and developed promotional materials such as motor sport hat, t-shirt, die cast car and club postcard to increase awareness of the 10-10-345 product.Led and implemented on track and off track activation efforts to ensure activities were consistent with the 10-10-345 strategy. Show less

Telemarketing Sales Manager

• Jan 1996 - Jan 1999

True Rewards Loyalty Program Directed outside agencies and calling centers to quickly implement the AT&T Loyalty strategy. This increased the number of calls being answered from 75% to 95%. Developed and implemented strategy changes and handbook updates associated with the introduction of the AT&T rewards program resulting in a savings of over $14M in customer service channel expenses.The AT&T rewards program reduced customer complaints by 90% in 1998 compared to 1997 resulting in a savings of $270K.Renegotiated the Call Interactive contract that enabled the Learning Points Program to effectively reduce the cost in the conversant which resulted in a savings of $100,000.Trained and managed 35 employees of the Scholastic Agency in accurate and concise talking points on the outbound telemarketing initiative to ensure effective contacts. Show less