United States Customer Service

Lissette Arroyo-Ortiz

**** ********** **.

Winter Haven, FL. United States

Mobile: 863-***-****

Email: **********@*****.***

PROFILE:

- 20+ years of expertise in computers, customer service, management, supervision, and teaching.

- Instructor with exceptional relationship-building skills.

- Strong leader with a solid foundation in best practices.

- Skilled practitioner who continually expands knowledge of current best practices.

- Ability to work well under pressure and to present information clearly and concisely.

- Self-motivated individual who works well independently and in a collaborative manner.

- Problem solver who identifies probable solutions. SKILLS:

- Experiential learning - Test proctoring

- Tailoring curriculum

plans

- Audio-visual aid

implementation

- Technological

integration

- Student assessment

- Whole class/small

group instruction

- Classroom

management

- Dependable

- Facilitating innovative

online activities

- Sales - Recruiting - Training - Human resources

- Healthcare

management

- Budgeting - Data analysis - Contracting

- Planning and project

analysis

- Financial

accountability

- High level of accuracy

and attention to detail

- Communication - Self-motivation - Critical thinking - Data analysis WORK EXPERIENCE:

Polk County Schools / Sandhill Elementary 01/2022 – 07/2023 1801 Tyner Rd., Haines City, FL. 33844 United States Hours per week: 40

Teacher (1 year contract extended)

Duties, Accomplishments and Related Skills:

* Develop lessons and instruct 3rd-grade students on grade-level expectations and curriculum in accordance with district and state benchmarks.

* Increased student exam scores by 80% in reading and math.

* Establish rapport with students, parents, and critical family members.

* Enhance student engagement in learning by maintaining a collaborative learning classroom environment.

* Observe, plan, teach, and assess practice to inform and modify instruction for multicultural classes with students of various abilities.

* Observe and evaluate students’ performance, behavior, social development, and physical health.

* Enhance student learning by optimizing various instructional approaches and innovative classroom activities.

* Evaluate and revise lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning.

* Kept students on task with proactive behavior modification and positive reinforcement strategies. Supervisor: Kathy Conely, 863-***-**** Okay to contact this Supervisor: Yes Lissette Arroyo-Ortiz, page 2 of 4

Business Owner 09/2007 – 10/2020

29111 - 25th Ave. S., Roy, WA 98580 United States

Hours per week: 40

Sales Director

Duties, Accomplishments and Related Skills:

* As a business owner, I handle complaints, settle disputes, and resolve conflicts independently. Ultimately, my objective is to negotiate ethically toward agreed-upon outcomes. I am team-oriented, encourage people to use their strongest abilities, and support them with feelings of accomplishment. My aim in any environment is to match the organization's needs to the staff’s skills and achievements.

* Administration and Management – Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

* Sales and Marketing – Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems—planned and prepared advertising and promotional material to increase product sales or promote class services. I work with business organizations, customers, and consultants, managing a personal team of 50+ consultants. I do media planning, manage finances, analyze processes, support procurement, develop sales strategies, recruit and train sales teams, coordinate meetings, plan outreach activities, and develop special events and publications. Madigan Army Medical Center, Department of Clinical Investigation 12/2003 - 09/2007 9040A Jackson Avenue, Joint Base Lewis-McChord, WA 98431 United States Hours per week: 40 Series: 0671 Pay Plan: GS Grade: 11 Health System Specialist/Administrative Officer (Federal position) Duties, Accomplishments and Related Skills:

* This role involved providing management and supervision support to the Chief of the Department of Clinical Investigation. I was responsible for identifying areas of improvement, conducting management studies, and analyzing workload data to make recommendations on resource allocation.

* Additionally, I managed the department's budget, provided technical and administrative supervision to personnel, and sought out innovation projects to implement best practices.

* I was responsible for personnel staffing, reviewing performance ratings, drafting position descriptions, monitoring recruitment and hiring, and coordinating personnel actions. Provided first-line technical and administrative supervision to Department personnel.

* I executed open dialogue across organizational lines both within Madigan Army Medical Center and with stakeholders across the Military Medical Research Department and Civilian Medical Research Personnel to maximize opinion diversity and input from a wide range of internal and external stakeholders.

* Researched, identified, and implemented innovation projects identified as best practices from other departments. Madigan Army Medical Center

9040A Jackson Avenue, Joint Base Lewis-McChord, WA 98431 United States 05/2001 - 12/2003 Hours per week: 40 Series: 0301 Pay Plan: GS Grade: 09 Quality Surveillance Analyst (Federal position)

Duties, Accomplishments and Related Skills:

* Served as the analyst for administrative support in implementing, monitoring, and managing a six-billion-dollar healthcare program.

* Developed and managed the Surveillance Program for ten Military Treatment Facilities.

* Provided administrative officials with qualitative information to monitor the most efficient and quality healthcare services the contractor provides.

* Used quality assurance guidelines and developed and implemented surveillance plans based on contractual requirements to ensure compliance with all healthcare delivery terms, specifications, and conditions.

* Interpreted and analyzed contractual requirements to determine the best and most efficient methods for the government to evaluate contractor performance.

* Conducted periodic audits of the contractor’s quality control plans and evaluate the adequacy of the contractor’s systems. Lissette Arroyo-Ortiz, page 3 of 4

* Analyzed and resolved complex/controversial problems related to the management and operations of the healthcare delivery systems.

* Made recommendations and provided detailed plans, procedures, and target completion dates concerning surveillance and training.

* Obtained and analyzed statistical surveillance data from all available sources. Monitored the contractor to support/document surveillance outcomes reports reflecting the status of beneficiary services, contract administration, enrollment, network development, and healthcare quality.

* Maintained direct communication with regional staff, managers, and staff to incorporate recommendations for resolving problems identified within surveillance submissions.

* Created and delivered briefings of analysis results and training for personnel at all levels in quality assurance, surveillance, contract administration and continuous process improvement. Madigan Army Medical Center

9040A Jackson Avenue, Joint Base Lewis-McChord, WA 98431 United States 04/2000 - 05/2001 Hours per week: 40 Series: 0303 Pay Plan: GS Grade: 07 Medical Services Technician (Federal position)

Duties, Accomplishments and Related Skills:

* Serve as the primary Contracting Officer’s Technical Representative for the Military Treatment Facility for activities related to the Tricare Managed Care Support Contract, plus act as the Contracting Officer’s Representative for Direct Health Care Provider contracts within Madigan Army Medical Center.

* Monitor and analyze complex/controversial problems related to the management and operation of healthcare delivery systems.

* Effectively and systematically monitor and evaluate the contractor’s performance to ensure compliance with all terms, specifications, and conditions of the health care services contract.

* Gather factual evidence of contract noncompliance/violation results to inform the Lead Agent of the findings.

* Coordinate contracting issues with other activities and Command Group officials.

* Communicate effectively verbally, electronically, or in writing by answering contract issues and concerns from personnel at various levels after extensive investigation and research of the contract, policies, manuals, and directives.

* Prepare independent government estimates of planned contracting projects.

* Complete on-site inspections to evaluate contractor performance. Madigan Army Medical Center

9040A Jackson Avenue, Joint Base Lewis-McChord, WA 98431 United States 06/1999 - 04/2000 Hours per week: 40 Series: 0303 Pay Plan: GS Grade: 07 Supplemental Care Coordinator (Federal position)

Duties, Accomplishments and Related Skills:

* Served as the referral guidelines web page master for the Medical Center.

* With knowledge of medical terminology, communicated effectively with personnel at all levels.

* Also served as a representative for the government on Madigan’s Pathology Lab Contracts and acted as a liaison between Contracting and Contractor.

* Reviewed and verified claims and monitored expenditures of supplemental care funds used to purchase medical services from civilian health facilities.

* Prepared and provided briefings concerning supplemental care policies.

* Informed the supervisor of the need for additional funds to meet projected requirements.

* Coordinated with clients to ensure medical items or services were provided; identify discrepancies and notify the contractor.

* Investigated contract payments that were not received as scheduled; maintained automated registers to track expenditures by accounts and individual departments.

* Ensured contracted resource-sharing providers were compliant with their credentials.

* Coordinated and reconciled accounts in the Defense Contract Accounting Finance System to balance the Supplemental Care Program budget of approximately $900,000.

* Provided customer service to patients and physicians by coordinating medical appointments; identified process problems with corrective measures.

* Initiated and developed the Supplemental Care Interoffice database for tracking active-duty authorizations of referrals. Lissette Arroyo-Ortiz, page 4 of 4

EDUCATION:

Western Governors University Salt Lake City, UT, United States, Master of Healthcare Administration, December 2024 (Expected) Chapman University Orange, CA United States Bachelor's Degree - 7/2005 GPA: 3.88 of a maximum 4.00 Credits Earned: 149.0 Quarter Hours Major: Organizational Leadership Minor: Human Resources Relevant Coursework, Licenses and Certifications:

Bachelor of Arts Degree in Organizational Leadership with a minor in Human Resources Pierce College Joint Base Lewis McCord, WA United States Associate's Degree - 6/2001 GPA: 3.61 of a maximum 4.00 Credits Earned: 83.0 Semester Hours Major: Arts and Sciences Minor: Computer Science

Relevant Coursework, Licenses and Certifications:

Bachelor of Arts Degree in Organizational Leadership with a minor in Human Resources Job-Related Training:

01/2004 - Program Management, Level 1 – Acquisition Professional Certification 06/2003 - Production, Quality and Manufacturing, Level 2 – Acquisition Professional Certification 04/2003 – Past Performance Information, Provider: Defense Acquisition University 03/2003 – Principles of Accounting 202, Advanced, 8 weeks, Provider: Saint Leo University 02/2003 – iMAP COR Contract Training, Provider: Western Regional Contracting Office 12/2002 – Business Law, 8 weeks, Provider: Saint Leo University 12/2002 – Principles of Accounting 101, 8 weeks, Provider: Saint Leo University 07/2002 – Program Quality Management, Provider: Defense Acquisition University 03/2002 – Acquisition 201, Provider: Defense Acquisition University 07/2001 – COR, Quality Assurance Course, Provider: McChord Air Force Base Contracting 07/2001 – Supervisory Training/Leadership, Provider: Pierce College, Fort Lewis, Washington 02/2001 – Contracting 101, Provider: Defense Acquisition University LANGUAGE SKILLS: Spanish

TECHNICAL SKILLS:

* Microsoft Office Suite

* Spreadsheet and Database

* Electronic Presentation

* Social Media

* Email Management

* Digital Cameras

* Videoconferencing

* Online teaching and learning via Zoom

AWARDS:

Monetary awards for excellent performance: 04/2000; 07/1999; 07/1998; 07/1992; 04/2007 Within Grade Increases awarded: 02/1997; 11/2000; 05/2003; 05/2005 Promotions awarded: 05/2002; 2003.

REFERENCES: Indicates professional reference

Kathy Conely *Principal – 863-***-**** – email: *****.******@****-**.*** Darrell Alexander *Pastor – 904-***-**** – email: ******.*******@******.*** Pamela Blades *Safety Manager – 253-***-**** – email: ************@*******.***

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