Alejandra Serra
Goodyear,AZ
Summary
Management professional with over 8 years of experience leading high-performing teams. Proven ability to drive strategic initiatives, streamline workflows, and foster team development across diverse environments. Strong expertise in audit management, performance tracking, and operational oversight with a data-driven approach. Adept at building relationships with internal and external stakeholders, resolving complex issues, and delivering consistent results. Bilingual in English and Spanish, with excellent communication, leadership, and problem-solving skills. Currently seeking a management role in the private sector to contribute to business growth and operational excellence.
Overview
11
11
years of professional experience
Work History
Program Compliance Auditor Manager
Department of Economic Security/Quality Support Team
07.2024 - Current
- Exercise independent judgment, negotiate deadlines, and assign priorities to ensure timely task completion.
- Provide coaching, mentoring, and leadership to a diverse team in a fast-paced environment.
- Develop and implement effective operating procedures; lead special projects to completion.
- Plan, coordinate, and prioritize multiple assignments with high-level decision-making.
- Compose subject-matter correspondence requiring discretionary judgment; respond to inquiries and requests for information.
- Summarize and interpret large volumes of complex data, identifying trends and providing actionable insights.
- Oversee, evaluate, and support team performance while ensuring compliance with specifications and policy.
- Draft detailed reports and correspondence involving judgment and discretion.
- Analyze statistical data, work procedures, and operational strategies; recommend performance improvements.
- Design and manage spreadsheets, charts, and databases to support findings and recommendations.
- Maintain accountability systems to track progress on key Division performance indicators and corrective action plans.
- Manage, analyze, and review all DBME audits; develop responses and track implementation to ensure compliance with State and Federal statutes, regulations, and Procedures.
Business Owner
MoonBloons LLC
04.2024 - Current
- Updating and replenishing inventory.
- Create quotes for potential clients.
- Assist and deliver on the client’s expectations.
- Ensure high quality service by communicating and understanding the client’s needs.
- Participate in customer site inspections and assist with the sales process as necessary.
- Creatively transport, install and assemble balloon/event decorations at various locations.
- Completes projects within a set timeframe.
Quality Assurance Compliance Officer
Department of Economic Security - Quality Support Team
08.2023 - 07.2024
- Tracking activity, productivity, metrics, and deadlines to ensure compliance.
- Directly supervise and mentor units of Quality Analysts (average of 6).
- Promoted continuous learning and development of staff.
- Overseen individual workers and assessed operations to guarantee that work was completed as efficiently as possible.
- Provided management and technical leadership to unit staff as required.
- Provided excellent customer service to both internal and external parties when addressing service concerns.
- Used effective problem-solving skills and implemented countermeasures along with testing and monitoring results.
- Participated in multiple special projects to support the agency’s mission and goals.
Benefits and Eligibility Manager
Department of Economic Security/Family Assistance Administration
02.2021 - 08.2023
- Managing and overseeing day-to-day office operations.
- Tracking activity, productivity, metrics, and deadlines to ensure compliance.
- Developing and implementing office procedures.
- Monitor office progress to improve office operations and procedures.
- Directly supervise and mentor Unit Supervisors (average of 5).
- Manage PSE II - III (average 30-50).
- Addressed personnel issues as they arise in a professional and confidential manner, aligning with policies and procedures.
- Conduct job interviews in line with the hiring process to determine top candidates for hire.
- Delegate duties to ensure that the local office is running at the expected capacity to deliver quality services to customers and to meet deadlines and goals.
- Enforce personnel rules, regulations, policies, and procedures.
- Special Assignment Acting Local Office Manager from 02/21 - 07/21.
Program Services Evaluator IV (Unit Supervisor)
Department of Economic Security/Family Assistance Administration
08.2019 - 02.2021
- Trained, coached, mentored, and evaluated the work performance of subordinate Program Service Evaluators I, II, and III (average of 8-15).
- Assessed operational needs, established priorities, analyzed complex issues, and implemented operational procedures.
- Promoted continuous learning and development of staff.
- Overseen individual workers to guarantee that work was completed as efficiently as possible.
- Provided management and technical leadership to unit staff as required.
- Worked semi-independently while functioning as an integral part of the region’s management structure.
- Onboard new hires and coaching of new staff.
- Provided excellent customer service to both internal and external parties when addressing customer service concerns.
Management Analyst I
Department of Economic Security/Quality Support Team
12.2018 - 08.2019
- Reviewed case determination for program cases and ensured compliance with applicable Federal laws and regulations.
- Identified and analyzed deficiencies on case reviewed.
- Validated use of corrective action plans and tools.
- Generated reports as needed by managers, local office staff, etc.
- Reviewed completed case reads with staff to provide feedback, avoid future errors, and overcome learning difficulties.
Support Coordinator II
Department of Economic Security/Division of Developmental Disabilities
05.2018 - 12.2018
- Provided support coordination that consists of identifying the needs and available resources for members.
- Planned, obtained, and monitored the effectiveness of contracted medical and non-medical services.
- Worked with members, family members, and care professionals as a team to review the needs and develop Individual Service Plan (ISP).
- Assessed the needs and supports, monitored progress, and applied changes to ISP if needed.
Program Services Evaluator III
Department of Economic Security/Family Assistance Administration
04.2016 - 05.2018
- Develop interviewing and customer service techniques.
- Data entry and retrieval of customer information.
- Responsible for all aspects of the eligibility and determination process for various public assistance programs.
- Resolve customer concerns via telephone and written communications.
- Application of basic Federal, State, and agency statutes.
- Full cross-trained to process Medical, Nutrition, and Cash Assistance.
- Develop and maintain effective working relations with clients, other State agencies, and community resources.
- Promoted to Program Services Evaluator II (Apr 2017 – Apr 2018)
- Developed interviewing techniques over the phone in a call center environment (Apr 2016 - Dec 2017).
Clerk
City of Calexico
01.2015 - 06.2015
- Input of information into the County data system.
- Answered phone calls.
- Greet visitors in a prompt and friendly fashion.
- Directed phone calls and visitors.
- Maintain the office filling system and retrieve material from files as requested.
- Handled cash and credit card transactions.
- Perform general office duties including faxing, copying, scanning, and filing.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Phoenix01-2017
Skills
- Program compliance auditing
- Data analysis
- Team leadership
- Operational procedures
Languages
English
Spanish
Timeline
Program Compliance Auditor Manager
Department of Economic Security/Quality Support Team
07.2024 - Current
Business Owner
MoonBloons LLC
04.2024 - Current
Quality Assurance Compliance Officer
Department of Economic Security - Quality Support Team
08.2023 - 07.2024
Benefits and Eligibility Manager
Department of Economic Security/Family Assistance Administration
02.2021 - 08.2023
Program Services Evaluator IV (Unit Supervisor)
Department of Economic Security/Family Assistance Administration
08.2019 - 02.2021
Management Analyst I
Department of Economic Security/Quality Support Team
12.2018 - 08.2019
Support Coordinator II
Department of Economic Security/Division of Developmental Disabilities
05.2018 - 12.2018
Program Services Evaluator III
Department of Economic Security/Family Assistance Administration
04.2016 - 05.2018
Clerk
City of Calexico
01.2015 - 06.2015
Bachelor of Science - Criminal Justice Administration
University of Phoenix