Customer Service Project

Desiree Banda, mba

**** ** **** ****** ******: 806-***-****

Amarillo, TX 79109 email: ***********@***.***

The Professional Profile

Self-directed, adaptable and dedicated finance professional with strong consulting background reflected in over 10 years of leadership, project management and client services experience in various capacities. Proven expertise managing multiple related projects and ongoing operations which are directed toward a common objective. Competent at working with constituent project managers to monitor, cost, schedule and technical performance of component projects and operations, while working to ensure the ultimate success of the program. Adept at determining and coordinating the sharing of resources among their constituent projects to the overall benefit of the program. Efficiently manages the entire project lifecycle from project initiation through execution and closeout. Highly capable of and accountable for meeting agreed upon scope, cost, schedule and quality measures, as well as developing project plans and driving project milestones. Effectively identifies critical project success factors for tracking, analysis and reporting including probability and impact of potential project risks. Experienced in managing adherence to project budget and contracts and assists in the identification and development of scope change documents. Proficient with providing day-to-day inputs to project resources and ensuring the project teams are provided the resources and support that enable the teams to reach their defined objectives.

Strong leadership skills, including a history of increasing leadership responsibility and career growth in process improvement. Demonstrates strong written and verbal communication skills along with the ability to establish and maintain positive sponsor, project team member and internal organization relationships. Eloquent speaker with the ability to conduct effective presentations.

Project Management and Consulting

Customer Service

General Accounting and Administrative Support

Financial and Cost Analysis

Budget Management

Continuous Process Improvement

Team Supervision and Leadership

Client Relations Management

Conflict Resolution

Business Analysis

Relevant Training/Seminars

Job Placement Specialist

Supported Employment Specialist

Director of Private Provider for Employment Services

Education and Training

Graduate Certificate in Project Management

Colorado State University, Completion 06/2017

BBA~MBA in Management and Finance

West Texas A&M University, Canyon, TX, 2007

The Dean’s List

Associate of Science in Business Administration

Amarillo College, Amarillo, TX, 2002

Who’s Who Amongst America’s Junior Colleges, Phi Theta Kappa

Milestones & Achievements

Daybreak Community Services, Amarillo, TX May 2014 to December 2016

Amarillo Area Director

Brought onboard to manage various programs, services, and projects across all aspects of the business including human resources, customer service, and stakeholder collaboration. Duties included planning and implementing services for individuals with intellectual disabilities in residential and community settings in accordance with state funding models and regulatory requirements. Oversaw all program operations, including payroll, marketing, staff hiring, training and retention, budgetary and cost control measures, new venture start up and customer service.

Implemented new performance and cost measures for the organization, resulting in a 0% deficiency result after the latest state survey by the Texas Department of Aging and Disability Services.

Developed and implemented innovative systems and processes to improve efficiency and quality of services provided to people with disabilities.

Achieved 110% census growth within 1.5 years of employment.

Increased the census from 48 individuals served in the program to 104, which improved the organization’s profitability.

Community Options, Inc. of Amarillo, Amarillo, TX March 2007 to April 2014

Executive Director

Provided direct oversight of all program operations, payroll, hiring, training and retention, budgetary and cost cutting measures and new systems to monitor revenue and expenses. Participated in annual review process by several regulatory agencies including Texas Panhandle Centers and the Texas Department of Aging and Disability Services in relation to the Home and Community Based Services (HCS) and Texas Home Living (TxHml) Medicaid Waiver programs. Solely developed contract through the Texas Department of Assistive and Rehabilitative Services.

Wrote and developed an RFP for the Social Security Administration that was originally approved for Amarillo only, and implemented the same program after 6 years in 13 other offices in Texas, New Mexico, Connecticut, New Jersey and New York.

Effectively provided the necessary training and support to other Community Options staff to operate the new Ticket to Work program effectively.

Northstar Brokerage, Phoenix, AZ May 2006 to August 2006

Assistant Director in New Business

Responsibilities included working with agents from various carriers, facilitating paramed exams, gathering proofs of first premium payments, sending out insurance policies, collaborating with various underwriters for requests, coordinating with doctors for medical records, and requesting reimbursement from the insurance companies for all expenses incurred.

Displayed keen attention to detail and focus when performing customer service and administrative tasks.

Effectively created a fun, safe and productive work environment by applying a motivational approach in coordinating with the management and staff.

Early Career

Team Member, AIG Annuity Insurance Company, Amarillo, TX 2002 to 2006

Field Interviewer (MEPS), Westat, Amarillo, TX 2002 to 2005

Computer and Technology

Microsoft Office Suite (Excel, Word, Access, Project), First Class, SAP, Primavera P6, BusinessObjects, Microsoft Project, Oracle AS400, CARE (Medicaid Billing System), email, Outlook, First Class, People Soft, and Oasys.

Contact this candidate