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A B O U T M E

LATRICE WILSON, MBA

EXPERIENCE

CUSTOMER SERVICE MANAGER, AMERICAN AIRLINES

**** – CURRENT

Oklahoma City, Oklahoma

• Oversee airport counter and gate operational procedures.

• Reconcile and close agent daily sales reports.

• Regularly communication of operational needs to team members i.e., daily huddle, organizations procedures.

• Responsible for manning workloads, jet bridge competencies, and employee cognition to environmental safety

• Operate in the capacity of Ground Security Officer (GSO) and Conflict Resolution Officer as called on.

• Responds positively to changing conditions and unusual job pressures.

• Implement directives designed to achieve increased profitability and employee success.

BUSINESS OPERATIONS DIRECTOR, 5280 ACADEMY INC.

2019 – 2022

Denver, Colorado

• Oversee operations of early head start DEI initiatives, Financial Management, People Management

• Manage human resources – recruiting, interviewing, hiring, and onboarding.

• Conduct broad organizational analysis and prepare reports using rigorous data initiatives for increased operational efficiency.

• Employ pragmatic solutions translating ideas into actionable plans.

• Develop marketing strategies to achieve increased profitability and growth.

• Utilize CRM software i.e., Salesforce & Zoho for Marketing and Customer Management

COMPLEX AUTHORIZATION MANAGER, TRIWEST

HEALTHCARE ALLIANCE

2018 – 2020

Healthcare Management, Phoenix, Arizona (Remote)

• Supervised 10 employee cross-functional team in a hybrid setting.

• Spearhead quarterly metric and strategic planning initiatives focusing efficacy of timely servicing.

• Managed the process of $15.2M VA Community Care provider claims.

• Advanced access to VA PC3 Choice program through forums with community partners

• Ensured Private/Medicare/Medicaid providers NPI adherence in credentialing process.

• Spearheaded multidisciplinary committee tasked to streamline service efficiency.

Solution Oriented. Adaptable.

Reliable. Assertive. Resilient.

Servant Leader. People

Enthusiast. Microsoft Guru. Apple

Expert.

C O N T A C T

ad0lof@r.postjobfree.com

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720-***-****

Norman, OK

E D U C A T I O N

REGIS UNIVERSITY

Master of Business

Administration

2020

UNIVERSITY OF

DENVER

BBA, Business

Administration

2015

• Performed datamining for presentation and reporting purposes. YOUTH EMPOWERMENT & ENTREPRENEURIAL FELLOW,

OPERATION HOPE INC.

2015 – 2016

Program Management, Aurora, Colorado (Remote)

• Lead all operational, financial and staff management in accordance with DEI requirements.

• Provide leadership and strategy in corporate partner acquisition.

• Collected partnership metrics and ensured all contract deliverables ensuring program longevity.

• Recruited service volunteers, program educators, and board members.

• Developed comprehensive strategies for fundraising, giving and prospective donors.

CONGRESSIONAL LIASON, US DEPARTMENT OF VETERAN

AFFAIRS

2004 – 2011

Medical Administration, Denver, Colorado

• Operated in C-Level role executing organizational in Quality Management and Education Department

• Addressed systematic barriers preventing access to quality care.

• Drove improvement utilizing SCRUM methodologies addressing existing service processes and internal procedures using a JEDI lens to identify coaching targets and training gaps.

• Lead program initiatives designed to maintain service-level quality rating above 96%

• Dedicated responder to Congressional inquiries and grievances from HQ - Washington, DC, received on behalf of Colorado state Senator and Congressional

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