Dynamic and results-oriented Operations Manager with over 20 years of experience managing and streamlining operations in diverse settings. Currently supervising five administrative support employees at the Office of Community Living, demonstrating strong leadership and effective team management. Recognized as Manager of the Year and for leading the Team of the Year, highlighting a commitment to excellence and exceptional performance.

A motivated administrative professional seeking to excel in a challenging environment, proficient in a range of computer applications. Recognized as a proactive problem-solver who efficiently plans and manages multiple assignments to meet tight deadlines. A dynamic and dedicated self-starter, known for effective communication at various levels, acting as a liaison between Executive Leadership, Managers, and Employees. Proven track record of meeting targets and deadlines efficiently, with a demonstrated ability to implement office policies and procedures to facilitate a smooth workflow.

Committed to achieving operational excellence, enhancing efficiency, and contributing to the overall growth and success of the organization.

Internal Operations Supervisor, 10/2017 to Current Department of Health Care Policy and Financing – Denver, CO

This position performs a full range of high-level Office support functions, primarily to directly support the Office Directors, Division Director and Section Managers, as well as professional Division staff.

Position requires a high degree of professionalism, initiative and independence in supporting the Office Director’s and Division Director’s office on a wide variety of complex program issues.

The position is responsible for organizing all general support activities to ensure cost effective, efficient, and consistent operation of the Office and the Division. Work includes but is not limited to creating, implementing and explaining program operational policies and processes, analyzing and evaluating, work processes to achieve program efficiencies and to support management and professional staff so they can effectively and efficiently deliver services.

The position is also responsible for identifying key areas of process development and improvement.

This position provides accurate and timely completion of a variety of administrative support functions for the Office of Community Living.

Provides direct supervision for 5 full time employees classified as a Program Assistant II. Plan, prioritize, assign, analyze and monitor workflow, and review progress to ensure the quality and quantity of work meets standards and deadlines for deliverables to meet Division and Office goals and objectives.

Establish work schedules, review and approve time off requests.

Initiate the hiring process, provide subject matter expertise to HR during the comparative analysis process, interview candidates and hire.

Recommend promotions and changes in pay, sign personnel action forms. Resolve problems, performance issues, disputes, and informal grievances and initiate corrective action or recommend discipline as needed.

Identify training and developmental needs, and provide training as needed.

Provide feedback and coaching, write performance plans, and sign performance evaluations. Responsible for coordinating extremely busy schedules on behalf of the Directors and keeping them informed of appointments, deadlines, and schedule changes.

Position is required to maintain and communicate schedule and calendar changes, along with submitting travel requests in a timely manner and making all travel arrangements on behalf of the Directors and management team. Creates and submits travel arrangements for Directors and management including: eClearance requests, reservations for hotel, flight and rental car, conference registration and fees, develop travel itinerary and follow up with travel reimbursement.

Provide weekly Management Team Meeting agendas and 1:1 agenda memo for Directors and direct reports.

My team provides daily schedule binders for Directors that includes all necessary materials for each meeting, including but not limited to managing and coordinating all calendar meetings including facilitation, reservations, as well as any other special requests.

Position handles confidential and sensitive information in a variety of media. Recipient of all office complaints, concerns, and suggestions.

Serve as the signing authority for the approval of standard and non-standard supplies, and official functions for the Office of Community Living.

Executive Assistant/Project Coordinator, 01/2016 to 10/2017 Department of Human Services – Denver, CO

Maintains the Executive Director’s/Deputy Executive Director’s calendar, prepares and coordinates all meeting materials, conference rooms; schedules travel arrangements and accommodations; receives and approves requests for appointments; and resolves scheduling conflicts.

Coordination with Office level Program Assistants to ensure there is phone coverage during business hours.

Maintaining the Communications and Legislative Affairs Division time off calendar and ensuring time sheets are reflected accurately.

Maintain and reconcile state credit card purchases for the Communications Office.

Coordinate with the Human Resources Department and Office of Information Technology (OIT) in the event an employee is hired, transferred, retiring, or resigning to ensure a smooth transition.

Review, select, and interview candidates for employment opportunities. Conduct orientation for new hires.

Required to maintain a high level of confidential information.

Serves as Legislative Affairs and Communications first point of contact for citizens, legislators, Governor’s Office, federal, state and county elected officials and other stakeholders.

Accepts complaints, interviews individuals to determine issue(s) and possible resolution or whether to delegate issues/requests to other divisions or agency for response.

Informs Executive Director’s Office (EDO) of potential problems internally or externally, provides EDO with updates and recommendations for successful resolution.

Creates/Coordinates DED’s presentations and talking points in consultation with Office Directors and program SMEs.

Recommends, prioritizes, and commits DED for speaking engagements, functions, meetings and presentations with private, non-profits, counties, state and federal agencies and other stakeholders or groups regarding various programs and issues.

Make appropriate travel arrangements.

Resolves procurement issues/concerns for the department.

Coordinates meetings, prepares agendas, briefing or support materials for (Executive Director’s Office) EDO meetings, presentations and speaking engagements.

Served as an eClearance Power user and assisted with facilitating training to Managers and Front line employees as we rolled out the new eClearance process to the entire Department.

On behalf of EDO, receives, interprets and responds verbally and in writing to Governor’s Office, Attorney General’s Office, state, county and locally elected officials, state and federal agencies, stakeholders and general public.

Coordinate and facilitate monthly staff meetings attended by 100 + Program Assistants to ensure accurate information and processes are disseminated consistently throughout the Department.

Review, file and/or monitor confidential information.

Develops and implements tracking system to ensure receipt and accountability of all incoming/outgoing correspondence and/or requests; ensures timely response.

Creates, revises and implements office priorities related to workflow, coverage, correspondence and timelines.

Responsible for coordinating Department wide events and initiatives. Identifies office equipment and space needs.

Coordinates with Executive Management Team regarding priorities and needs of the EDO.

Works with designated agency authorities to process statutory questions, interpret gray areas, address inconsistencies and provide interpretive authority regarding procedures, policy and practices.

Manages travel and budget correspondence routed the EDO for approval, reviews for content providing EDO assurances that requests are ready for approval or if the request needs direction.

Manages out-of-state travel requests.

Determines accuracy and relevance of expenditures to ensure cost-effective support of programs and compliance with legislative appropriations and policies.

Act on behalf of the Executive Director, within the appropriate scope of authority, on a variety of issues.

Appeals and Hearing Coordinator/Executive Assistant, 04/2012 to 01/2016 Department of Regulatory Agencies

Coordinated and administered the (Colorado Civil Rights Division) CCRD appellate process. Applied governing statutory, regulatory, and procedural mandates to determine viability of appeals regarding timeliness and substantive grounds; directly communicates with parties and/or their representatives regarding appellate issues, queries, and the processing & submission of appeals to the Colorado Civil Rights Commission (CCRC); created and processed appellate related documents and activity logs; coordinated appellate activity with the Director, the CCRC, and other appropriate staff;

arranged and scheduled appellate hearings; tracks appeal status and disposition’ and prepared reports and statistics of all appellate activity.

Acted as the liaison between the Colorado Civil Rights Commission (CCRC) and the Division. Supervised CCRD Administrative Unit and DORA Welcome Center Staff.

Arranged CCRC regular monthly and special meetings; created and posted CCRC meeting agendas; transcribed CCRC meeting minutes; compiled and distributed to individual Commissioners and other appropriate staff, CCRC meeting materials.

Prepared assignments for Commissioners for appellate hearings, as well as implemented ongoing necessary adjustments; coordinated and completed preparation of materials for the Commission; processed notices for hearing and complaints; drafted correspondence on behalf of the Commission; and received and responded to individual Commissioner’s queries.

Directly communicated with AGO staff and parties and/or their representatives regarding case status and issues; prepared related reports as needed; acted as administrator for enforcement actions brought by the Commission and heard before an Administrative Law Judge; filed, served notice, and maintained case record; and prepared case file record of initial decisions on appeal and related exceptions.

Participated in LEAN to develop new case management system

Worked directly with OIT to test and implement the new case management system roll-out, which was a direct result of the LEAN initiative.

Provided executive administrative support to the Director, such as screening correspondence and telephone calls, scheduling appointments, meetings, and maintaining the Director’s calendar. Back up to the Budget Analyst in coordinating and arranging Commission functions, travel, reimbursements and training.

Responsible for handling and resolving escalated phone calls, emails, and face to face interactions. Developed a new process for employee evaluation which resulted in marked performance improvements.

International Compliance Coordinator, 01/2008 to 04/2012 Norgren IMI

Managed Customer Service Department that consisted of 24 employees, 3 supervisors, and 3 leads. Developed strategic goals and priorities for the Customer Service Department

Served as Customer Service Account Manager for International accounts including but not limited to Latin America, Canada, Australia, China, Korea, United Kingdom, and Mexico.

Responsible for exporting shipments internationally and providing necessary paperwork such as Nafta’s, Canadian Customs Invoices, Certificate of Origins, and Shipper’s Letter of Instruction.

Established and maintained good working relationships with DHL, CEVA, UPS in regard to freight forwarding.

Responsible for entering all mandatory orders that are in the system and shipped out same day. Responsible for tracing lost shipments, providing proof of delivery, receiving order related activity and providing Norgren planning personnel with pertinent information as it relates to customer orders.

Responded escalated customer service issues via phone and email pertaining to quotes, delivery issues, price inquiries, and International Compliance paperwork.

Maintained International shipment supporting documents for 7 years to comply with all laws and regulations.

Telephony Engineering Lead, 01/2003 to 01/2008 Comcast

Provided support for CDV telephony back-office functionalities.

Worked closely with Day of Installation Technical Support team as well as aided the escalations team assisting with resolving regulatory (BBB, AG, FCC, and PUC), corporate, internal, business, and on-line customer complaints for all 3 lines of business.

Delivered information from leadership daily via email to front line employees. Scheduled and facilitated weekly staff meetings with front line employees.

Point of contact for training/repair of office equipment.

Scheduled necessary training’s mandated by the department goals for front line employees. Ordered, distributed, and inventoried office supplies for the entire engineering department. Maintained a high level of confidentiality regarding disciplinary and hiring information.

Prescreened internal and external applicants for employment, and was involved in the first round of the

interviewing process.

Recommended and drafted performance plans and corrective actions.

Created process improvement for new hire training within the Engineering department and created a new training process to present to Customer service representatives.

Prepared reports using excel spreadsheets to leadership team. Approved biweekly timesheets and time-off requests.