Process Improvement Customer Service

ad5ofw@r.postjobfree.com 682-***-**** San Antonio, TX 78261 WWW: Bold Profile

PROFESSIONAL SUMMARY

Dynamic and results-oriented Veteran of 20 years experience in the United States Air Force. Skilled in leading cross-functional teams to drive operational excellence and achieve organizational goals. Proven track record in optimizing healthcare operations, improving patient outcomes, and project-managing IT operations and patient administration. Strong expertise in strategic planning, team leadership, and process improvement. Committed to ensuring the successful implementation of projects. Adept at fostering team cohesion, supporting process improvement initiatives, and executing projects with meticulous attention to detail.

WORK HISTORY

Customer Service. San Antonio, TX

The Drip Bar 10/2022 - 09/2023

Department Manager, Information Systems Section. Fort Sam, TX 59th Training Squadron 12/2020 - 06/2022

SKILLS

EDUCATION

University of Incarnate Word

San Antonio, Texas

Expected in 10/2024

Bachelor of Science: Business

Administration

Community College of The Air

Force

Montgomery, AL

10/2010

Associate of Applied Science:

Healthcare Managment

CERTIFICATIONS

Provided comprehensive and up-to-date information on nutritional supplements to clients and potential clients, ensuring customers were well-informed about their choices.

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Educated customers on product details and promotions, effectively encouraging enrollment in monthly memberships for added benefits.

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Conducted thorough reviews and accurate calculations of billings and charges, while efficiently collecting deposits, fees, and payments to streamline financial transactions.

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Successfully generated an average of $1500 monthly through membership fees and new memberships, showcasing strong sales and customer engagement skills.

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Managed and updated 175 membership profiles, ensuring accurate and secure storage of sensitive customer information for personalized service.

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Led, mentored, and trained a 10-person IT team supporting the 59th Training Squadron/Unit, fostering a culture of continuous learning and professional development while ensuring equitable workload distribution for optimal productivity and job satisfaction, contributing to organizational objectives.

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Successfully orchestrated a seamless collaboration among Project Managers from diverse cross-functional teams and internal/external

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● Healthcare Administration

● Project Management

● Strategic Planning

● Process Improvement

● Excellent Communication

● Cross-functional Collaboration

● Performance Evaluation

● Team Collaboration

● Written Communication

● Staff Education and Training

● Project Management Abilities

● Relationship Building

Medical Terminology

Knowledge

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● Complaint Resolution

● Complaint Investigation

● Conflict Mediation

● MS Office

Notary Public, Commission

State of Texas - License and

Bonded, 2025

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● Certified Scrum Master, Scrum

Malisa Mendoza

Non-Commissioned Officer in Charge. Peterson Air Force Base, CO 21st Medical Group / Medical Support Squadron 09/2012 - 11/2020 partners to execute the upgrade and migration of network operating systems from the US Army network to the Defense Health Alliance network. This involved transferring 450 user profiles and group accounts to global DoD accounts, as well as patching and deploying over 300 workstations, resulting in flawless user connectivity across the board.

Provided daily operational support to the DoD's largest tri-service Medical Education training campus, overseeing 1.3K staff members and 18K graduates annually, while managing $1M in IT assets.

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Spearheaded the implementation of a robust system for reporting, tracking, and recording meetings and unit processes/agendas, elevating organizational efficiency and accountability to unprecedented levels.

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Implemented transparent communication among department managers to foster collaboration and synergy, while also expertly managing inventory and receiving operations to maintain optimal stock levels and sustain operational efficiency.

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Spearheaded the creation and implementation of departmental policies and standards, elevating productivity, quality, and compliance while promoting a culture of excellence and continuous improvement.

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Directed the professional growth, training, and development of 25 enlisted personnel and five civilians, fostering a culture of continuous learning and career advancement within the team.

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Ensured 250 medical group personnel's annual training and certification compliance with HIPAA and Privacy Act regulations, safeguarding sensitive data and protecting beneficiaries' private information.

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Spearheaded a manual data movement project involving 2.4K beneficiaries' information, facilitating seamless transfer for a DoD program overhaul, showcasing exceptional efficiency and meeting all deadlines without disrupting patient care.

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Co-led the initial COVID test line operation stand-up, managing staff assignments to ensure uninterrupted support for clinic staff and maintaining routine office operations.

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Reported and documented secured data/classified information on the groups active duty personnel, reported mission capabilities to the installation commander, in support of the USAF and DoD mission.

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Coordinated travel, medical requirements, and clearances for over 150 personnel in various military deployments, collaborating with international partners to ensure safe arrivals at deployed locations CONUS and OCONUS.

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Led the Information Systems section, overseeing daily operations and providing essential support for over 270 medical team members, ensured the teams systems access and ensured patient care interruption

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Managed procurement of medical group computer equipment, accessories, and software, effectively utilizing 250K annual funds to optimize resources and enhance operational capabilities.

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Developed a comprehensive reutilization plan, identifying $1M worth of IT assets for reuse in collaboration with joint service partners, showcasing strategic resource management.

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Alliance, 2025

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