BERNADETTE GARCIA
Thornton,Co
Summary
Results-driven Implementations Team Lead accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Organized Leader building positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
10
10
years of professional experience
Work History
IMPLEMENTATIONS TEAM LEAD
BRIGHT HORIZONS
Broomfield, CO
07.2021 - Current
- Implementation of EdAssist platform by utilizing Salesforce and Dynamics 365 to enter or validate client information
- Involved in documentation/how-to guides and customized templates and taught onboarding specifications for medium and large clients to include international.
- Creates, edits and maintains processing guides in relevance to new products/features or client changes.
- Direct point of contact concerning project level I/II tickets, and implementation launches.
- Adheres to consistent stored procedures to ensure safe storage of internal documents, agreements, and signed change orders.
- Researches and explains any discrepancies within theknowledge base against client policy and procedures.
- Coached team members in a project manager aspect as necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Participated in cross-functional team-building activities.
- Prepared detailed reports on updates to project specifications, progress, identify conflicts, and team activities.
- Managed schedules, accepted time off requests, and found coverage for short shifts.
- Reviewed project specifications and document requirements prior to assembling complex components to better understand assignments and expected deadlines.
EDASSIST OPERATIONS ADMINISTRATOR
BRIGHT HORIZONS
Broomfield, CO
04.2018 - 07.2021
- Maintains integrity of over 100 clients within knowledge base
- Collaborates with internal teams to carefully translate, document, and publish client policies and procedures as it relates to EdAssist
- Reviews, updates and ensures consistent documentation/content templates used for client projects and or system updates
- Provides system and process support within CRM for validation and client setup purposes
- Creates new documentation/how-to-guides and templates as new features are eligible for clients
- Maintained cleanliness and organization of internal knowledge base workspace, working closely with employees to systemize tasks.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Adheres to consistent stored procedures to ensure safe storage of internal documents, agreements, and signed change orders.
- Evaluated current operational practices and suggested improvement strategies.
- Coordinated meetings for departments both in-office and remotely via Teams or Webex.
- Assisted Professional Services by documenting key processes and procedures and security protocols.
KNOWLEDGE MANAGEMENT SPECIALIST
Bright Horizons
Broomfield, CO
03.2016 - 04.2018
- Identified areas of weakness and recommended or implemented process improvements.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files, and cloud storage.
- Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
- Prepared digital files, physical documents, and work requests in compliance with company guidelines.
- Transmitted documents, organized revisions, and tracked changes.
- Reviewed document management protocols and user activities against internal records policies and document management standards.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
- Managed file archival and information retrievals for over 100 clients.
- Worked with internal team members to remedy issues with preemptive solutions.
- Assisted in continuous improvement activities while developing and maintaining resulting documents.
- Compared incoming data against quality, integrity and accuracy expectations, identified faults and affected timely remedies.
- Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel and Access capabilities.
- Utilized Adobe to scan and clean up project documents.
- Collaborated across departments and levels of management to gain consensus on procedural documentation.
QA CUSTOMER FEEDBACK SPECIALIST
Bright Horizons
Broomfield, CO
10.2014 - 03.2016
- Reviewed escalations, internal calls, and internal notes stemming from survey results and contacted participants to further assist them.
- Tracked/Created and presented quarterly NPS data to VP and Company offering advice and support on how to create better participant experiences.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Worked independently with minimal supervision.
- Communicated client satisfaction trends and product usage to marketing, sales, and product development groups.
- Exceeded call monitoring expectations through accurate reporting and processing.
- Served customers with knowledgeable, friendly support at every stage of application submission to application payout.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Contributed to team objectives in a fast-paced environment.
- Performed effectively in a self-directed work environment, managing day-to-day operations and decisions.
- Exceptional computer skills
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Kept detailed records of daily activities through theCRM database.
- Liaised between clients and support team to quickly resolve issues.
Accounts Payable
Walmart
Thornton, CO
01.2011 - 07.2013
- Matched purchase orders with invoices and recorded necessary information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Communicated with outside vendors on building and landscape maintenance.
- Entered figures using 10-key calculator to compute data quickly.
- Maintained relationships with vendors and managed invoices for small business products.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
- Checked receiving report documents for errors and accuracy while updating in inventory.
Education
Associate of Arts - Liberal Arts And General Studies
Front Range Community College
Westminster, CO08.2021
High School Diploma -
Fort Lupton High School
Fort Lupton, CO05.2002
Skills
- Performing Evaluations
- Document Coordination
- Skills within CRM, JIRA, and EdAssist Platforms
- Strong Work Ethic
- Collaboration
- Task Monitoring
- Corrective Actions
- Resource Prioritization
- Process Improvement Initiatives
- Leadership Skills
- Team Monitoring
Timeline
IMPLEMENTATIONS TEAM LEAD
BRIGHT HORIZONS
07.2021 - Current
EDASSIST OPERATIONS ADMINISTRATOR
BRIGHT HORIZONS
04.2018 - 07.2021
KNOWLEDGE MANAGEMENT SPECIALIST
Bright Horizons
03.2016 - 04.2018
QA CUSTOMER FEEDBACK SPECIALIST
Bright Horizons
10.2014 - 03.2016
Accounts Payable
Walmart
01.2011 - 07.2013
Associate of Arts - Liberal Arts And General Studies
Front Range Community College
High School Diploma -
Fort Lupton High School
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