Aileen DeBonis
Pembroke,MA
Summary
Knowledgeable Senior Talent Operations Coordinator bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line efficiency. Organized and systematic with natural relationship-building and leadership talents.
Overview
19
19
years of professional experience
Work History
Senior Talent Operations Coordinator
Mass General Brigham Enterprise Services
Somerville, MA
10.2022 - Current
- Assisted with the organization and execution of operational processes.
- Evaluated and improved existing operational systems and procedures by assisting to develop strategies for streamlining workflow processes.
- Ensured compliance with organizational policies, regulations, and standards.
- Managed communications between departments to ensure efficient operations.
- Conducted training sessions for new employees on operational procedures in conjunction with creating quick reference guides for staff members.
- Organized meetings, conferences, and other events related to operations.
- Assessed upcoming projects to forecast projected resource requirements.
- Liaised with senior management to introduce new processes and technologies.
- Provided direction and guidance to internal teams in order to achieve targets.
Senior Customer Service Representative
Boston Medical HealthNet Plan
Charlestown, MA
12.2019 - 10.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service, regularly exceeding expectations and metrics (93% customer satisfaction rating overall).
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns forwarded from other team members, maintaining a calm, friendly demeanor.
- Monitored customer feedback surveys to help identify areas of improvement in customer service processes and suggested changes accordingly.
- Ensured compliance with applicable federal and state laws and regulations related to Medicaid/Medicare health insurance for the Commonwealth of Massachusetts.
- Conducted customer service training and coaching for new hires.
Team Leader
FedEx Express
East Boston, MA
09.2016 - 06.2019
- Coordinated team activities and delegated tasks to ensure efficient completion of projects in reference to aircraft and sort operations.
- Developed strategies for problem solving and conflict resolution among team members both on the sort and those actively working aircraft loadings.
- Conducted regular performance reviews to assess individual team member progress while providing coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Analyzed data from various sources to identify areas of improvement in the department's operations relating to stack utilization metrics. This report has since been implemented as standard procedure across the region and is used to regularly evaluate the efficacy of load plans by Senior Ramp Management.
- Ensured compliance with all safety regulations in the workplace.
Assistant Manager
Mellco Enterprises
Middleton, MA
04.2009 - 09.2016
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Legal Secretary
Atty. Thomas Mullen
Quincy, MA
09.2005 - 09.2009
- Drafted, edited and finalized legal documents such as contracts, pleadings and motions.
- Organized case files by creating and maintaining document filing systems for easy retrieval of information.
- Answered incoming calls from clients and attorneys to provide assistance or route calls to appropriate personnel.
- Prepared correspondence, memos, reports and other legal documents.
- Maintained attorney calendars by keeping track of appointments, meetings and conferences.
- Transcribed dictation from audio recordings into written form utilizing digital recording equipment.
- Assisted in preparation activities such as organizing exhibits, binders and assembling instructions for Medicaid applications and probate filings.
Education
Certificate in Project Management -
University of Maryland-University College
12.2020
Certificate in Health Effects of Climate Change -
Harvard University
05.2020
GED -
Massasoit Community College
10.2006
Skills
- Word perfect
- Training
- Inventory
- Organizational Skills
- Problem solving
- Microsoft Office (10 years)
- Forklift (Less than 1 year)
- Heavy Lifting (3 years)
- Inventory Control (6 years)
- Leadership Experience (10 years)
- Office Experience (10 years)
- Microsoft Outlook (10 years)
- Presentation Skills (10 years)
- Time Management (10 years)
- Warehouse Experience (3 years)
- Administrative Duties (10 years)
- Management
- Supervising Experience
- Customer Service (10 years)
- Complaint Resolution
- Data Collection
- Data Entry
- Report Generation
- Call Flow Management
- Workday (3 years)
- Kronos (5 years)
- PeopleSoft (2 years)
- Service Now (2 years)
- Corel Word Perfect
- Time Matters
- File Maker Pro
- FLC Training Program (3 years)
- Workbench (3 years)
- TRIPS/VCOM (3 years)
- Facets (3 years)
- McViewer (3 years)
- CCMS(3 years)
Affiliations
- 2018 FedEx Express Management Program
- 2023 Young Professionals Group (Enterprise Services) Member
- 2023 North Shore Physician's Group Kaizen Event Leader
- 2024 Ranstad Talent Trends Webinar Attendee
- 2024 "MERGE" Multigenerational Employee Resource Group Experience Member
Accomplishments
- 2005 USAA National Leadership & Service Award
References
Mike Reilly
Sr. Talent Operations Coordinator, Mass General Brigham, MGH
Current Teammate
860-248-5687
mp.reilly@outlook.com
_____________________________
Kristin Montane
Talent Operations Associate, Access DMC
Previous Teammate, Mass General Brigham, Specialty Affiliates
914-380-0154
montane.kristin@gmail.com
_____________________________
Corey Rosinski
MassHealth Enrollment Specialist
Previous Supervisor, WellSense Health Plan, FKA Boston Medical Center Health Plan
857-869-9809
crosinski85@gmail.com
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