Business Operations Specialist

● DESDEMONA PEÑA BUSINESS OPERATIONS SR REP

*************@*******.*** 517-***-**** LinkedIn: Desdemona Pen a PROFESSIONAL PROFILE

People-focused Operations Specialist with an interest in knowledge collection and service enhancement. Strong organization in analytics, creation of training materials, and standard operating procedures. Expert in customer communication, process comprehension, and information collection. CORE COMPETENCIES & SKILLS

Business Communications ( B2B / B2C ) Analytical Thinking Standard Operating Proceedures ( SOP ) Upskilling Customer Experience (CX) Customer Relations Management ( CRM ) KPI management Crossfuncitonal Communications Conflict Resolution Data Collection and Management Methodologies: Agile 4DX; Wildly Important Goals Roundtable Tech Stack Tools: Salesforce RingCentral Mainframe—Rocket CARE Citrix—VIVA Sharepoint Accenture Life Insurance and Annuity Platform (ALIP) Microsoft Office Suite Google Suite Slack Medallia Adobe

WORK EXPERIENCE

Securian – Remote Contact Center Sr Rep 10/2025- present

• Efficiently navigated through Salesforce, Mainframe—Rocket, CARE and Citrix—VIVA databases to locate policy coverage and document receipts during live RingCentral calls.

• Applied knowledge of life insurance, supplemental health insurance, and debt protection products to help provide information to callers about their policies.

• Successfully Mediated, de-escalated and resolved direct client problems regarding document upload, stress and grief, processing delays and claim denials. Maintained a client satisfaction scoring of 95% for clarity, helpfulness and knowledge.

• Tracked claims of increased demand to assist in clear collaboration until completion.

• Accepted onto the Salesforce Champions team who collaborate to make changes to assist Salesforce workflow. Shared collected bug data and volunteered weekends to meet efficiency goals.

• Communicated with detail to specialists and examiners through Microsoft Teams and Salesforce comments and Work Items to provide the best customer outcome.

Securian – Customer Operations Senior Specialist 06/2024 – 10/2025

• Completed an average of 45 new applications a week through ALIP amongst a team of 20.

• Reviewed and maintained crossfunctional imaging backlog including the revision of over 5,000 incomplete index files.

• Completed all phone calls and emails for fund status checks, applying all available funds before end of day.

• Completed more than 30 training courses involving Information Protection Framework, HIPAA and fraud prevention.

• Facilitated group projects in document redaction and SOP updates amongst direct coworkers.

• Participated in the Knowledge and Process revision Committees, helping in updating knowledge articles and suggesting enhancements to current procedures. Rewrote 2 knowledge articles that were out of date.

• Created adaptive ‘Wildly Important Goals’ that evolved weekly in KPI demant with a 93% rate of completion.

Desdemona Daman, Page 2

H&R Block— Associate Team Lead Seasonal; 01/2023-04/2023

• Hired as a Customer Service Representative before graduating to Associate Team Lead within the first month of employment.

• Managed a primary team of 8 employees and a second location of 10 more employees 2 months into employment.

• Underwent 80 hours of company training to learn state and federal privacy laws.

• Assisted Clients with H&R Block Online conflicts both over the phone and in person to guarantee a resolution.

• Submitted store inventory. Started and tracked cases on faulty office equipment for all employees.

• Ensured all opening and closing functions were completed each day. SPIN – Seasonal Operations Specialist 08/2021 – 06/2023

• Managed over 800 scooters in a team of 5 specialists.

• Created daily reports in Slack with goals on interacting with at least 100 scooters a night, oftentimes taking on extra tasks outside of an assignment to ensure productivity.

• Trained new employees on safety measures and how to utilize work applications such as Samsara, the SPIN and Ranger app and Slack.

• Assisted customers with the client-faced app and reported client complaints to the team leader. VOLUNTEER AND COMMUNITY EXPERIENCE

• Participated in Securian Financial’s team-building volunteer opportunities.

• Member of the Q&A alliance at Northern Michigan University and the Anthropology and Social Science club at Lansing Community College.

EDUCATION

Lansing Community College (2020-2023) Associate’s Degrees in Sociology, Social Science and General education.

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