Work Preference
Summary
Overview
Work History
Education
Skills
Earlier Roles
Timeline
Generic
Alicia Roberts
Open To Work

Alicia Roberts

Staunton,VA

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Bilingual Operations ManagerCustomer Experience Manager / Co-FounderSupport Center ManagerClient Operations Senior Support LeadInformation Systems Senior Analyst

Work Type

Full Time

Location Preference

RemoteHybrid
Location: Staunton, VA, USCharlottesville, VARichmond, VA
Open to relocation: No

Salary Range

$70000/yr - $200000/yr

Important To Me

Work-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid sick leaveTeam Building / Company Retreats401k match

Summary

Dynamic Bilingual Operations Manager with a proven track record at Maximus Inc., excelling in process improvement and team development. Expert in data analysis and conflict resolution, driving operational efficiency and enhancing productivity. Committed to fostering a culture of accountability and continuous improvement, ensuring alignment with organizational goals.

Overview

12
12
years of professional experience

Work History

Bilingual Operations Manager

Maximus Inc.
McLean, VA
09.2024 - 07.2025
  • Lead daily operations for a large, distributed team with a focus on safety, quality, and productivity.
  • Foster an inclusive, high-engagement environment through real-time observation, coaching, and actionable feedback.
  • Manage staffing, scheduling, and labor allocation to meet fluctuating operational demands.
  • Analyze performance metrics to identify root causes, eliminate bottlenecks, and improve throughput.
  • Implement and enforce SOPs to ensure consistent execution and compliance across teams.
  • Drive accountability and continuous improvement through structured training and performance development.

Customer Experience Manager / Co-Founder

AlphaCloud Systems
Fishersville, VA
08.2021 - 09.2024
  • Directed daily operations, resource planning, and workflow execution for a growing organization.
  • Built a culture of ownership, teamwork, and operational discipline through coaching and structured feedback.
  • Developed and documented SOPs that improved efficiency, reduced errors, and supported scalable growth.
  • Collaborated across functions to ensure alignment, communication, and timely execution of operational plans.
  • Used data to guide decisions, identify process gaps, and implement improvements that enhanced performance.

Support Center Manager

Allscripts
Raleigh, NC
08.2017 - 02.2020
  • Managed multi-shift global operations, ensuring teams met productivity, quality, and SLA targets.
  • Provided real-time coaching, conflict management, and performance development to improve team capability.
  • Conducted capacity planning and resource forecasting to align labor with operational needs.
  • Standardized workflows through SOP development and training, reducing variance and improving consistency.
  • Led cross-functional communication to keep teams informed, coordinated, and aligned with operational goals.

Client Operations Senior Support Lead

TMW Systems
Chapel Hill, NC
11.2015 - 08.2017
  • Identified root causes of operational issues using SQL and data analysis, reducing delays and improving accuracy.
  • Developed SOPs and training programs that strengthened team performance and reduced escalations.
  • Coordinated with cross-functional teams to ensure smooth implementation of new processes and system updates.
  • Supported quality assurance through testing, validation, and process verification.

Information Systems Senior Analyst

Liggett-Vector Brands
Durham, NC
07.2013 - 10.2015
  • Coordinated a 345-unit equipment refresh project, managing logistics, scheduling, and execution.
  • Ensured operational readiness through training, documentation, and cross-department support.
  • Maintained system accuracy, performed audits, and supported compliance requirements.
  • Provided hands-on support to executive leadership and frontline teams, demonstrating adaptability and urgency.

Education

Associate of Science - Nursing

Wake Technical Community College
Raleigh, NC

Associate of Science - Nursing

Mercer County Community College
West Windsor, NJ

Skills

  • Safety Leadership & Compliance
  • Team collaboration
  • Critical thinking
  • Conflict resolution
  • Data analysis
  • Process improvement
  • Time management
  • Cross-functional coordination
  • KPI tracking
  • Management
  • Workforce training
  • Project management
  • Onboarding and orientation
  • Productivity improvement specialist
  • Performance reporting
  • Staff development
  • FLUENT IN SPANISH
  • Workforce Planning & Labor Management
  • Real-Time Coaching & Team Development
  • Operational Execution & Productivity Optimization
  • Root-Cause Analysis & Problem Solving
  • Cross-Functional Communication & Coordination
  • Process Flow Optimization & Continuous Improvement
  • SOP Development, Training & Accountability
  • Performance Metrics, KPIs & Budget Alignment
  • Systems & Technology Integration
  • Conflict Management & Decision-Making
  • Bilingual Communication (English/Spanish)
  • Fluent in English & Spanish
  • SQL
  • T-SQL
  • Stored Procedures
  • Triggers
  • Active Directory
  • Exchange
  • SCCM
  • VPN Technologies
  • Remote Support Tools
  • Issue Tracking Systems (JIRA, SharePoint, Remedy, Footprints, CA, Pegasus)
  • Technology
  • Performance management
  • Employee relations and conflict resolution
  • Workflow optimization
  • Microsoft office expertise
  • Employee motivation
  • Operational efficiency
  • Multi-site operations

Earlier Roles

  • Hewlett-Packard, Delivered high-volume operational support in 24/7 environments., Led training, documentation, and process improvement initiatives., Coordinated cross-functional teams to maintain operational continuity., Prioritized workloads, managed queues, and ensured SLA compliance.
  • PPD, Delivered high-volume operational support in 24/7 environments., Led training, documentation, and process improvement initiatives., Coordinated cross-functional teams to maintain operational continuity., Prioritized workloads, managed queues, and ensured SLA compliance.
  • Duke Clinical Research Institute, Delivered high-volume operational support in 24/7 environments., Led training, documentation, and process improvement initiatives., Coordinated cross-functional teams to maintain operational continuity., Prioritized workloads, managed queues, and ensured SLA compliance.
  • Cisco Systems, Delivered high-volume operational support in 24/7 environments., Led training, documentation, and process improvement initiatives., Coordinated cross-functional teams to maintain operational continuity., Prioritized workloads, managed queues, and ensured SLA compliance.
  • INC Research, Delivered high-volume operational support in 24/7 environments., Led training, documentation, and process improvement initiatives., Coordinated cross-functional teams to maintain operational continuity., Prioritized workloads, managed queues, and ensured SLA compliance.

Timeline

Bilingual Operations Manager

Maximus Inc.
09.2024 - 07.2025

Customer Experience Manager / Co-Founder

AlphaCloud Systems
08.2021 - 09.2024

Support Center Manager

Allscripts
08.2017 - 02.2020

Client Operations Senior Support Lead

TMW Systems
11.2015 - 08.2017

Information Systems Senior Analyst

Liggett-Vector Brands
07.2013 - 10.2015

Associate of Science - Nursing

Wake Technical Community College

Associate of Science - Nursing

Mercer County Community College

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Alicia Roberts