Program Analyst Information Technology

ANGIE AVILA

**** ***** ** ****** *******, TX ****4 361-***-**** ***********@*******.***

OBJECTIVE

Detail-oriented professional with proven experience in program analysis, compliance, and operations leadership, seeking to contribute to organizational success through strategic coordination, data-driven decision-making, and cross-functional collaboration. EDUCATION

Universidad Autonoma de Nuevo Leon 2011- Bachelor’s Degree- International Relations Universidad Valle de Mexico 2020- Master’s Degree- Business Administration WORK HISTORY

December 2021- June 2025

Program Analyst General Dynamics Information Technology, Inc. / Office of Refugee Resettlement (ORR) – Remote

• Interpret and apply ORR policies, regulations, and operational guidance to ensure compliance across assigned care provider programs.

• Provide ongoing technical assistance and consultation to care provider leadership to improve performance, data quality, and service outcomes.

• Conduct on-site and virtual monitoring visits to evaluate program effectiveness, identify trends, and recommend corrective actions.

• Perform regular audits within the Unaccompanied Children Portal, Tableau dashboards, and related systems to ensure data accuracy, integrity, and timely reporting.

• Collaborate with Federal Field Specialists (FFS) to develop, implement, and monitor Corrective Action Plans (CAPs), ensuring timely resolution of compliance issues.

• Analyze program data to identify operational trends, performance gaps, and best practices for improving service efficiency and reducing children’s length of stay.

• Track and review significant incidents, stakeholder notifications, and complex cases to ensure safety, accuracy, and adherence to ORR standards.

• Facilitate trainings on monitoring tools, policy updates, and best practices to enhance staff performance and regulatory compliance.

• Serve as the regional Program Analyst’s point of contact for national transfers, coordinating cross-region communications and supporting FFS teams with accurate case transitions.

• Lead weekly and monthly meetings with assigned care providers and project officers to identify operational challenges, share feedback, and provide targeted technical support.

• Assist in national projects, including analyzing corrective action plans, reviewing cooperative agreement compliance data, and supporting overall program evaluation initiatives. December 2016- September 2021

ORR Lead Case Manager- BOKENKAMP CHILDREN’S SHELTER

• Supervised and supported case management staff to ensure the implementation and compliance with ORR policy, licensing, and funding standards.

• Oversaw case operations, ensuring timely reunifications, accurate documentation, and adherence to program requirements.

• Ensured timely reunification of unaccompanied children through effective case management and documentation review.

• Conducted case staffing meetings and provided guidance on eligibility, assessments, and service delivery to promote effective case resolution.

• Collaborated with interdisciplinary teams to address complex cases, enhance communication and develop, monitor, manage, and evaluate individual treatment and behavior plans to improve service quality.

• Achieved consistent compliance ratings during audits and improved operational efficiency through coaching, workflow redesign, and staff development.

• Directed daily operations for the Case Management, Data Entry and Transportation departments, ensuring accuracy, efficiency, and adherence to program policies.

• Led the Data Entry team to maintain precise documentation, reporting, and record keeping in alignment with ORR and audit standards.

• Managed the Transportation department to coordinate safe and timely transfers, reunifications, court appearances and medical appointments.

• Developed and facilitated new hire training and program wide policy refreshers for all departments, including Case Management, Medical, Direct Care, Clinical, Recreation, Data Entry, Transportation, and Administration department to ensure consistent understanding of policies, safety standards, and compliance expectations.

• Served as Acting Program Director in the Director’s absence, overseeing full shelter operations, staffing and decision making to ensure program continuity and compliance.

November 2015- 2016

ORR Case Manager/BOKENKAMP CHILDREN’S SHELTER

• Managed assigned caseload of unaccompanied children, conducting assessments, reunification, planning, and sponsor communications.

• Coordinated with U.S. Border Patrol agents for the placement of the unaccompanied children, ensuring compliance with ORR and immigration requirements.

• Prepared and submitted documentation, including case summaries and reports, within required timeframes.

• Participated in weekly staffing meetings and contributed to program improvement discussions.

• Ensured timely reunification outcomes and maintained 100% compliance with ORR case documentation standards. September 2015-November 2015

Youth Care Worker/BOKENKAMP CHILDREN’S SHELTER

• Supported the intake, orientation, and daily care of unaccompanied children, ensuring safety and adherence to ORR and facility standards.

• Assisted in implementing behavior and treatment plans, providing emotional support and supervision to promote well-being.

• Coordinated with interdisciplinary staff to address medical, mental health, and behavioral needs.

• Provided individualized care and crisis intervention to ensure safety and well-being, including one-on-one monitoring as needed.

• Maintained detailed documentation and incident reports to ensure compliance with program and federal requirements. 2014-2015

Import-export Customer Service Representative/GULF WINDS INTERNATIONAL

• Coordinated domestic and international cargo transportation, ensuring accurate documentation, timely deliveries, and compliance with customs and client requirements.

• Acted as a key liaison between customers, brokers, dispatchers, and warehouse personnel to maintain efficient communication and operational flow.

• Monitored shipment tracking systems and proactively resolved issues to minimize delays and improve client satisfaction.

• Managed billing and invoicing for each cargo move, maintaining data accuracy and supporting financial reconciliation.

• Contributed to process improvements by identifying workflow inefficiencies and assisting in the implementation of streamlined logistics procedures.

2012-2014

Customer Service Representative/FIRST DATA

• Delivered professional support to a high volume of customers by providing accurate information and timely resolution of inquiries.

• Resolved complex issues by identifying root causes, researching solutions, and implementing effective corrective actions to ensure customer satisfaction.

• Maintained a detailed call center database, documenting customer interactions and outcomes to support quality assurance and performance tracking.

• Collaborated with internal teams to streamline processes and improve service response times.

• Recognized for consistent performance, attention to detail, and a customer-first approach in a fast-paced environment.

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