Operations Manager Services Coordinator

ANGIE DEFRAITES

Santa Clarita, CA ******@*****.*** linkedin.com/in/angie-defraites-0728271 228-***-****

PROFESSIONAL EXPERIENCE

IELTS USA – Los Angeles, CA / Newark, NJ

Test Operations Manager 2015 – 2024

Key Accomplishments:

Managed and supported testing center professionals nationwide, ensuring consistent compliance with global standards and safeguarding the integrity and reputation of the world’s leading English language assessment.

Developed and implemented training and risk management strategies that reduced operational risks and strengthened test security across the U.S. market.

Collaborated with global teams to optimize operational workflows delivering query resolution efficiency and elevating stakeholder satisfaction ratings in line with IELTS’s commitment to service excellence.

Led U.S.-based fraud investigations and managed escalated issues involving test results, test taker complaints, and disability accommodations, ensuring fair outcomes and maintaining trust in the high-stakes testing process.

Pearson Foundation / Drascena – Mill Valley, CA

Operations Manager 2007 – 2014

Key Accomplishments:

Successfully managed and delivered nationwide projects for diverse educational programs, including digital arts residencies, faculty professional development initiatives, and nationwide teacher workshops, driving enhanced learning and engagement.

Designed and facilitated impactful faculty and student workshops while coordinating support staff, equipment, and logistics for large-scale events, ensuring seamless execution and participant satisfaction.

Secured initial International Association for Continuing Education and Training (IACET) accreditation, elevating program credibility by meeting rigorous standards in continuing education and training, strengthening organizational reputation.

Expanded program reach and community impact by building strategic partnerships with educators and community leaders, fostering collaboration, and increasing participation in educational initiatives.

Bay Waveland School District – Bay St. Louis, MS

Alternative School Social Worker 2004 – 2007

Key Accomplishments:

Strengthened community and corporate relations by cultivating and managing partnerships with corporate donors and volunteers, increasing the school district's financial and resource support.

Provided critical support to families through community referrals, resource coordination, and counseling, fostering stronger family engagement and addressing diverse needs within the community.

Designed and managed targeted programming for academically and behaviorally challenged youth, resulting in measurable improvements in student outcomes and contributing to a more inclusive and supportive learning environment.

Department of Human Services – Harrison and Hancock Counties, MS

Youth Services Counselor IV 1990 - 2004

Key Accomplishments:

In this role, I managed a juvenile probation caseload, ensuring compliance with legal requirements through documentation oversight while providing counseling and supervision to support rehabilitation. I actively collaborated with community organizations and professionals, serving on local and state committees to advocate for enhanced youth services and contributing to the development of impactful programs. Additionally, I mentored university students by supervising their internship placements, fostering professional growth, and preparing the next generation of social service professionals.

Department of Mental Health – Long Beach, MS

Social Worker, Advanced 1988 - 1990

Key Accomplishments:

As Acting Director of Social Services at the South Mississippi Regional Center, I led the delivery of social services programs for residents, ensuring their needs were met with professionalism and care. I provided comprehensive case management oversight while maintaining high standards in supervising social work staff, fostering a collaborative and effective team environment to enhance service quality.

EDUCATION

Louisiana State University – Baton Rouge, LA

Master of Social Work

Louisiana State University – Baton Rouge, LA

Bachelor of Arts and Sciences in Psychology

COMPETENCIES AND SKILLS

Leadership & Communication: Effective communicator adept at fostering collaborative relationships with all stakeholders.

Customer Relations & Issue Resolution: Proven track record in managing queries, complaints, and escalations in high-stakes environments.

Operational Expertise: Extensive experience in global testing, compliance, risk management, and audit processes; experienced in developing, facilitating, and coordinating professional development events.

Technical Skills: Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, Teams, Power BI) with hands-on experience in Salesforce and other cloud-based CRM platforms. Skilled in leveraging CRM tools and AI to enhance remote work efficiency and customer relationship management.

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