Amy Ponce
Deerfield Beach,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
BUSINESS OWNER
THE JOY OF ALL TRADES, LLC
06.2023 - Current
- Fully responsible for creation of business plans and processes
- Offering freelance business, IT, legal document, payroll, and administrative solution
- Managing all social media aspects, website creation and design.
CASE COORDINATOR
TORTICITY
05.2022 - 01.2023
- Worked alongside scrum team and product development team to develop improvements to the software by analyzing priorities and value/need vs resource expenditure and other stories
- Troubleshot failures in the process for overdue and/or rejected medical records requests by communicating with medical facilities and back to in-house teams to analyze process issues or bugs in the software after failed attempts to either send medical records requests to facilities or receive them back
- Collaborated with other departments within the company to help streamline processes including scrum team, programming, product managers, product development, and project managers
- Managed several teams within my department and provided continued work assistance and mentorship for co-workers within team
- Devised process for the input of extremely detailed information into the database that assisted in human errors, prevented duplications, and improved end-user experience
- Ran custom reports by determined most accurate metrics/criteria to use for analyzing data and KPIs as well as reports that would assist case coordinators in prioritization
- Created training procedure and schedule for all new Case Coordinator hires and was solely responsible for entirety of their training on their position within their team
- Onboard training for all new employees prior to moving them into next phase
- Wrote and designed first training manual for company as well as training decks, and informational workflow PDFs for assistance in training.
- Streamlined communication with interdisciplinary team members for effective case coordination and improved client satisfaction.
- Enhanced client outcomes by developing comprehensive case plans tailored to individual needs.
BUSINESS OWNER
PLANNING WITH JOY
07.2015 - Current
- Fully responsible for creation of business plans and processes
- Mitigating and minimizing company and client risk
- Managing all social media aspects, website creation and design.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Established strong customer relationships through excellent communication and attentive service.
COORDINATOR, COMPUTER APPLICATIONS (AMP - ADMINISTRATIVE MANAGERIAL PROFESSIONAL)
FAU POLICE DEPARTMENT
11.2014 - 05.2021
- Led many projects proposed by myself and once approved, used Agile style methodology to reach implementation, starting with conceptualization and with a heavy focus on iterative testing
- Process development for technology-related needs and provided training for users on usage and best practices as it relates to public safety
- Programming card access clearances and door scheduling for entire University using CCure and managing access control
- Installation, training, and continued support and troubleshooting for users with hardware and software difficulties as they arose, as well as network issues including VPN and various computer applications software for the public safety department
- Handling, assigning, and creation of work orders through FAMIS and ticket assignments via Spiceworks
- Management of users, devices, and permissions via Active Directory
- Account creation & management of all programs used for law enforcement at FAU PD
- Management & training of all mobile technology used for law enforcement including TASERS, Body Cameras, Laptops, GPS system, E-citations, RMS, CCTV
- Deployment and maintenance of department hardware and software licensing
- Managed all social media for the police department by reviewing, posting, commenting, etc
- Onboarding officers initially before passing them along to the next stage of onboarding.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
Education
MBA, in Progress - Operations Management
Florida Atlantic University
Boca RatonBachelor of Arts - Criminal Justice
Florida Atlantic University
Boca Raton, FL08.2014
Skills
- Office Management
- HR, Onboarding, & Payroll
- Account Management
- Store Management
Certification
- QuickBooks-Bookkeeping Software for Freelancers and Sole Proprietors
- Business Analysis Fundamentals
- Agile Project Management
- Human Resource Systems & Processes
- Professional Life Coach
- Social Media Strategy
- Diploma, Product Management
Languages
- English (Expert in Written/Verbal/Electronic)
- Spanish (Conversational)
Timeline
BUSINESS OWNER
THE JOY OF ALL TRADES, LLC
06.2023 - Current
CASE COORDINATOR
TORTICITY
05.2022 - 01.2023
BUSINESS OWNER
PLANNING WITH JOY
07.2015 - Current
COORDINATOR, COMPUTER APPLICATIONS (AMP - ADMINISTRATIVE MANAGERIAL PROFESSIONAL)
FAU POLICE DEPARTMENT
11.2014 - 05.2021
MBA, in Progress - Operations Management
Florida Atlantic University
Bachelor of Arts - Criminal Justice
Florida Atlantic University