Remote VA Dispatcher & Problem Solver
Resume:
Leticia R. Ellis
************@*****.***
Professional goal - I am highly motivated to receive ongoing professional development to deepen my skills and optimize my expertise as the industry evolves and changes. Attention to detail, clerical expertise, problem solving, building in a team setting, excellent communication and interpersonal skills are some skill sets I have developed. Education
• 2002 - 2005 Cesar Chavez High School Laveen, AZ
• 2003 - 2005 South Mountain Community College Phoenix, AZ (Business, Marketing)
• 2006 - 2008 Concordia University Portland, OR (Business, Marketing)
• 2019 - 2020 Grand Canyon University - Graduated Spring 2020 (Bachelor of Science in Business Management)
Certifications
Bachelors of science in Business Management
CPR/First aid & AED/BLS valid through 2026
Fingerprint clearance card valid through 2026
Small Business Owner of WinHer, LLC Est 2020
Work Experience
IMBServ April 2025 - July 2026
VA Dispatcher (Remote)
● Point of contact for drivers, facilities, and members to book, change, cancel, or verify trips
● Follow provider assignment instructions to secure new booking coverage. As identified, communicate capacity issues to management
● Monitor all communication channels (phone, email, fax and messaging) and respond timely
● Audit the next day's trips for add-on unassigned to a provider, identify service risk and make the necessary corrections to minimize our exposure to late or missed trips
● Financial ledgers, reports, statements, AP/AR, Monthly reviews, and compliance,
● Build manifest, confirm members and transportation providers for the next day
● Communicate with Veterans regarding changes to restrictions, trip details that system setting changes, and confirm as-needed changes to the standing orders or concerned geographic areas due to road restrictions, weather, etc
● Maintain accurate up to date passenger records in members’ profile, making all necessary changes in status, client contact information, or other profile details
● Proactively monitors on-time performance, ensures proper communication, provides logistical assistance and implements improvement techniques when necessary
● Tracks trip times, ensures trip details are complete and accurate in the transportation software. All service issues are required to be thoroughly documented in transportation software. Required to manage communications between drivers, facilities, and members start-to-end when a quality issue arises
● Data entry and administrative assignments will be assigned during time with low call volume and/or minimal trips in queue
● Reconciliation of trip data. Review for proper documentation for lates, wait time, cancels, and other changes that may result in billing changes from the original trip details received from the VA. • Assist with auditing trip details for accuracy by performing daily reconciliation
WinHer LLC June 2020 - July 2026
Business Operations/Management/Trainer (Remote)
● Worked independently to implement administrative policies, handle problems and non-routine situations by determining the approach or action to take, and interpret guidelines, procedures, policies and practices
● Analyzing information, weighing options, and making timely decisions
● Identify transportation defect root causes
● Maintain Daily logs, Phone calls, emails, invoices, mail (shipping/delivery)
● Onboarding, Offboarding new hires and rehires
● Assigning tasks appropriately based on team members' skills and capabilities
● Inspiring and motivating others, building trust, and creating a positive team environment
● Making informed choices under pressure and with limited information
● Building strong relationships, managing conflict, and fostering collaboration
● Inspiring and motivating employees, providing direction, and fostering a positive work culture
● Knowledge of security tools such as vulnerability management scanning, SIEM, FIM, encryption, DLP and logging
● Lead Daily Business Review Stand up calls
● Article 9 trained and Prevention and Support
● Managing emergency medical situations
● Assisting in medical procedures
● Benefits and Payroll processor, Billing adjuster,
● Use internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly, and quarterly basis
Amazon Operations October 2023 - June 2024
Dispatch Coordinator & Claims Adjuster L3/ Trainer (Remote)
● Monitor, verify, and present data daily
● Overcome transportation disruptions and other barriers in real time
● Identify transportation defect root causes
● Maintain Daily logs on assigned shippers
● Lead weekly calls with assigned shippers
● Investigate and submit new claims to insurance carriers by reviewing first reports of loss and supporting materials
● Knowledge of security tools such as vulnerability management scanning, SIEM, FIM, encryption, DLP and logging
● Lead Daily Business Review Stand up calls
● Clearly and effectively share information using oral and written communication skills
● Excellent Customer Service skills
● Accurately respond to inquiries received from carriers and other third parties
● Ability to follow standard procedures and prioritize tasks according to urgency and importance
● Develops genomics applications in support of the company’s research community
● Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations
● Candidates must have a flexible schedule for on call work
● Ability to support Disaster Recovery Plan, if initiated
● Position requires strong attention to detail and adherence to policies and procedures
● Ability to log detailed notes regarding communications between responsible parties
● Responsible for maintaining all Incidents for the Field Technicians (Submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents)
● Ability to mentor team and serve as an subject matter expert
● Track metrics and seek operational improvements
● Lead, coach, mentor, and motivate employees
Southwest Gas Corporation January 2023 - September 2023 MAOP Admin/Quality Control Audit Engineer Lead/Trainer (Contractor)
● Processed Capital Projects related to MAOP utilizing resources from the company
● Process Capital Project related As-Built documents submitted by the Construction/Engineering field personnel to the MAOP group
● QC/Audit each As-Built document to confirm that all relevant field data has been recorded and will then transcribe all gas carrying components utilizing Excel Spreadsheet or the equivalent for record upload into a data collection repository
● Cross-collaborate and implement new processes or frameworks to support overall business needs or improvement
● Take charge of crisis response by being involved in on-call rotation
● In-process analytical QC as well as the use of automation.
● Highly organized and familiar with drafting practices and skills
● Onboarding and offboarding new hires & rehires
● Processing background screenings
● Help write standard work for internal teams and field teams
● Travel 50% of the time to sites for visuals
● Technical layout procedures; natural gas construction practices, proficient PC and workstation fundamentals and experience with Windows operating systems, reproduction equipment, calculators
● Record keeping and design standards
● Conduct basic calculations to ensure information is correct
● Logging and tracking all As-Built documentation submitted by Construction/Engineering Department Providing weekly status updates
● Responsible for accurately transcribing all documentation into an Excel spreadsheet in preparation for Uptime export
● Returning As-Built documentation and/or notifying the MAOP team of any incomplete and/or insufficient data within the documentation for the appropriate remediation/corrections prior to transcription
● Sample preparation, sample processing, library generation, sequencing
● Works in the Field Operations Management System (FOMS), Papervision, Fieldsmart, Adobe, and MS Office Suite
● Respond to customer and internal employee inquiries
● Utilize problem solving abilities, communication skills
● Strong attention to detail
● Organizational abilities to stay on track and meet predefined benchmarks
● Very familiar with ESRI's ArcMap/ArcFM, GIS mapping and AutoDesk software applications
Arizona State University June 2022 - September 2022 Business Operations Administrative Assistant/Office Manager (Temp)
● Worked independently to implement administrative policies, handle problems and non-routine situations by determining the approach or action to take, and interpret guidelines, procedures, policies and practices
● Greet visitors, answer phones, and will have contact with high-level administrative offices requiring use of business vocabulary, tact, discretion and judgment and is practiced in utilizing conflict resolution skills
● Greet and direct visitors as primary initial contact for Dean's Office; providing general information in response to inquiries in a professional and personable manner.
● Respond to inquiries by providing information requiring comprehensive knowledge of university and college policies and procedures
● Served as liaison to faculty, staff, students, alumni and the general public with a wide variety of requests for information and manages concerns or complaints with tact and professionalism
● Supervise or coordinate the activities of student workers including orienting and training new student employees
● Assist administrative support staff as needed with business needs and coverage. Finds coverage for the reception desk when needed
● Provide administrative support to the Dean's Office reception desk in areas such as maintaining calendars, scheduling appointments, maintaining record-keeping systems, developing and maintaining databases and/or spreadsheets
● Receive, track, and send shipments and deliveries for the Dean's Office, assigned downtown areas and the CHS Development Office utilizing FedEx, UPS, and interoffice mail
● Responsible for opening and closing the office, manages building access, coordinates building and equipment maintenance requests, and maintains and disburses office keys and key log for assigned areas and requests additional keys when necessary. In addition, updates office and cube signage when necessary
● Perform other administrative duties as assigned and participates in special projects as directed
*A more extensive resume is available upon request*
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