Amanda Hinojosa
BLANCO,TX
Summary
Skilled Lead Marketing Operations Analyst aiming to leverage 13 years of experience in marketing roles. Ability to handle multiple projects simultaneously with a high degree of accuracy. Establishes clear standards and enforces protocols for consistent, high-quality results. Detailed-orientated and excellent communicator.
Overview
34
34
years of professional experience
Work History
Lead, Marketing Operations Analyst
USAA
12.2018 - Current
- As the Scrum Master, ensured Agile methodology was practiced and participated in program increment planning and execution as well as sprint planning and reviews.
- Recommended and managed priorities for the team while managing the team’s capacity and maintaining Rally.
- In Operational Planning role, established process for Marketing Wide Efforts by creating and maintaining the Marketing Operational Calendar.
- Leveraged project management expertise by ensuring teams were delivering on or ahead of schedule while ensuring open communication with stakeholders.
- Maintained a strong and effective control environment and passed testing of owned control.
- Ensured financial operations processes were documented by IBM team to ensure process adherence and risk mitigation.
- Trained colleagues and IBM team in expense management processes which increased their competency to navigate the processes independently.
- Efficiency gained through cross training of MP&F team to help share customer support responsibilities and shifting more financial operations tasks to IBM BPO partners representing a ~70% volume increase.
- Cultivated expense management literacy of Marketing employees who support both G&A and Marketing Managed in the new Oracle system.
- Transformed the financial operations way of working which has resulted in the benchmark and will be leveraged as best in class practices for all Marketing to implement with BPO.
- Proven Subject Matter Expert (SME) for Commitments, invoices, purchase orders and contracts. Sought out from employees outside of Marketing for guidance and best practices.
Senior, Marketing Operations Analyst
USAA
06.2017 - 12.2018
- Led and organized effort to overhaul the Marketing service contracts.
- Tirelessly worked on troubleshooting complex information technology issues impacting marketing operations in Home Office and offshore while strengthening the audit-readiness of the organization.
- Reviewed several existing processes to modernize and better organize the documentation (30+ business processes).
- Received notoriety from peers in ESM Operational Planning as the expert in teaching best practices for contract administration for Contract Owners and Service Delivery Evaluators (SDEs). Managed the SDE role for the IBM contract with due attention and detail while strengthening relationships with IBM leadership on-shore and off-shore.
Senior, Marketing Manager
USAA
08.2014 - 06.2017
- Leveraging experience in project management, applied advanced functional knowledge of campaign planning process to produce and deliver upon deliverables in support of marketing initiatives.
- Maintained excellent budget record and became the SME regarding budget related issues for Marketing Managers across several LOBs.
- Voluntarily assisted in managing checkbooks for three additional LOBs.
- Enforced processes and procedures for the execution of marketing campaigns and budget estimates.
- As a new Marketing Manager, took ownership of balancing the complex ASC budget which had been neglected and mismanaged. Through collaboration with CFO and Marketing Operations, designed and developed procedures to accurately maintain the budget which was documented in a newly created SOP.
- Supported Financial Centers which contained missing or erroneous budget information in UNICA. Using the SOP created for ASC, corrected all erroneous and missing information within UNICA. Streamlined the budget process by creating an SOP similar to that of ASC.
- Trained and mentored incoming Marketing Manager to support the ASC line of business.
Senior Administrative Support Associate
USAA
05.2010 - 08.2014
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Performed comprehensive administrative duties in support of several senior executives in Marketing.
- Created presentations collaborated with peers and provided support of complex requests for department projects, programs, and/or events.
- Coordinated company events and meetings ensuring all logistical details were handled efficiently and professionally.
- Provided exceptional administrative support during times of staff shortage or increased workloads, ensuring smooth operations despite challenges.
- Volunteered to assist the Military Affairs team with campaign planning, specifically the Installation Marketing Program. Responsible for ensuring compliance with USAA and DoD regulations and assisted in streamlining the process to request artwork for marketing events in effort to reduce costs and improve efficiency.
- Supported executives with scheduling, travel arrangements, and expense report management for seamless business operations.
Lead Member Service Representative
USAA
01.2009 - 05.2010
- Enhanced member satisfaction by addressing and resolving complex account inquiries promptly and professionally.
- Received several Pride Tributes, complimentary emails and consistently received top block ratings on IVR surveys for exceeding customer expectations.
- Assumed leadership and mentoring role of the group hired together as they went through Pipeline training due to military background and leadership experience.
Real Estate Agent
Self-Employed
11.2006 - 12.2008
- Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
- Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.
- Successfully managed multiple offers for sellers, securing the best possible outcome in each situation
- Ensured closings were kept on schedule through constant communication with all involved in the home buying process.
- Out of approximately 550 real estate agents, was ranked 111 in sales having only practices real estate for two years.
Gunnery Sergeant, United States Marine Corps
United States Marine Corps
03.1990 - 10.2006
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Identified issues, analyzed information and provided solutions to problems.
- Exhibiting natural leadership as a young Marine, promoted meritoriously to Private First Class (PFC, E2), Lance Corporal (LCpl, E3) and Corporal (Cpl, E4) in under two years of enlistment. As a Cpl, served in a Staff Sergeant (SSgt, E-6) role due to leadership abilities and capacity to retain information exceptionally well
- While a Sergeant (Sgt, E5), revitalized an office from complete disarray and prepared it for Commanding General’s Inspection. Received “Noteworthy” on inspection due to compliance with strict rules and regulations and the implementation of new and improved processes and procedures. As a SSgt, planned, monitored, managed and supervised the implementation of several projects that resulted in a NEW administrative tracking system and new procedures for the creation and maintenance of several administrative reports. Due to excellent communication and presentation skills, provided monthly briefs on status of all administrative issues to senior enlisted and officer staff
• Graduated as the Honor Graduate (number 1) of Drill Instructor School at Parris Island, SC in a class of 42 males and females. Managed and coordinated training events, supervised, led and mentored a team of Drill Instructors and recruits. As Series Chief, provided coaching and performance evaluations for the Drill Instructors and held them accountable to all documented process, procedures and regulations as it related to recruit training. As Senior Drill Instructor for Female Rehabilitation Platoon, built solid relationships with outside medical facilities across several states in effort to keep the recruit’s treatments and rehabilitation on track. Implemented new processes and procedures that enhanced and improved the efficiency of the training schedule. Selected as Senior Drill Instructor of the Quarter
• In 2004, deployed as a Gunnery Sergeant (GySgt, E7) to Al Taqaddum, Iraq and provided administrative support to over 4,000 forward deployed military and civilian members. Ensured all correspondence, pay entitlements and other administrative documentation complied with DoD regulations and Marine Corps Regulations. Served as the liaison between the administrative center in Iraq and the Group Consolidated Center, Camp Lejeune, NC. Held a “secret” clearance
• In 2005 through 2006, formulated and supervised the execution of command administrative policies, due to excellent written communication skills prepared responses to congressional inquiries, created and reviewed command directives and policies for format, grammar and accuracy. Served in several billets: Postal Officer, Limit Duty Coordinator, and Administrative Chief. Managed the Defense Travel System (DTS) which included over 230 government travel charge card accounts. Was responsible for reviewing all charges to the 230 accounts and for researching any charges that were inconsistent with established regulations. Provided reporting on the travel accounts to senior leadership monthly. Provided status on issues of an administrative nature to senior enlisted and officers during weekly staff meetings. Discharged, Honorably in October 2016
Education
MBA - Finance
Park University
Kansas City, MO05.2013
Bachelor of Science - Management And Human Resources
Park University
Kansas City, MO05.2011
Associate in General Studies - General Studies
Central Texas College
Killeen, TX12.1998
Skills
- Vendor Relationship Management
- Project Management
- Problem-solving aptitude
- Time Management
- Microsoft Office
- Interpersonal Communication
- Critical Thinking
- Process Improvement
Timeline
Lead, Marketing Operations Analyst
USAA
12.2018 - Current
Senior, Marketing Operations Analyst
USAA
06.2017 - 12.2018
Senior, Marketing Manager
USAA
08.2014 - 06.2017
Senior Administrative Support Associate
USAA
05.2010 - 08.2014
Lead Member Service Representative
USAA
01.2009 - 05.2010
Real Estate Agent
Self-Employed
11.2006 - 12.2008
Gunnery Sergeant, United States Marine Corps
United States Marine Corps
03.1990 - 10.2006
MBA - Finance
Park University
Bachelor of Science - Management And Human Resources
Park University
Associate in General Studies - General Studies
Central Texas College