Summary
Overview
Work History
Education
Skills
Timeline
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Bianca Heard

Flagstaff,Arizona

Summary

Proven leader in operational excellence and strategic planning, I significantly enhanced business processes at NACA Family Health Center, achieving key objectives in quality assurance and customer retention. Skilled in risk mitigation and adept at fostering professional relationships, my approach led to substantial improvements in efficiency and service delivery, with a focus on driving results and team development. 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

22
22
years of professional experience

Work History

Interim Director of Operations

NACA Family Health Center
03.2014 - 03.2019
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Defined, implemented, and revised operational policies and guidelines.
  • Monitored budget and utilized operational resources.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Analyzed customer feedback and identified areas for improvement to drive business success.
  • Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Analyzed business operations and implemented strategies to improve operational cohesiveness.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Monitored and coordinated workflows to optimize resources.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Program Manager

NACA Family Health Center
03.2014 - 03.2019
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Interacted with customers and clients to identify business needs and requirements.
  • Built teams to address project goals and objectives for multiple projects.
  • Identified program obstacles and communicated possible impacts to team.
  • Devised creative solutions to critical customer and user needs.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
  • Designed and developed programs and projects for dissemination to personnel.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.

Medical Front Office Supervisor

UCR Health Centers
08.2009 - 10.2011
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Operations Manager

Marshalls Dept Store
08.2007 - 06.2009
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Analyzed and reported on key performance metrics to senior management.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Interacted well with customers to build connections and nurture relationships.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Administrative Assistant

Alpine Resource, Inc.
06.2004 - 05.2007
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Managed department budgets and generated financial reports for management review.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Performed research to collect and record industry data.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Managed filing system, entered data and completed other clerical tasks.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.

Aviation Machinist's Mate

United States Navy, USN
06.1997 - 03.2003
  • Performed ground checks and assisted functional check pilots with in-flight functional check procedures.
  • Maintained records of repair work, parts replacement, and routine maintenance.
  • Disassembled, repaired, and replaced components in aircraft's body or engine.
  • Used technical data to diagnose and solve maintenance problems on aircraft systems.
  • Performed aircraft structural repairs as related to sheet metal and composite structures.
  • Lubricated shafts, bearings, and gears to maintain optimal performance.
  • Maintained, repaired and rebuilt aircraft structures and fuel, electrical, and oxygen systems.
  • Maintained repair logs to document all corrective and preventive aircraft maintenance.
  • Diagnosed faults and developed resolution plans.
  • Performed scheduled and unscheduled inspections to check flight readiness of aircraft.
  • Analyzed engineering drawings and schematics to troubleshoot systems and diagnose solutions.
  • Operated power tools, gauges and testing equipment to adjust, repair, and replace faulty components in aircrafts.
  • Performed scheduled and unscheduled maintenance on diverse aircraft engines, avionics and hydraulics.
  • Evaluated individual aircraft components to identify and troubleshoot issues.
  • Collaborated with crew chief to coordinate fitting and alignment of heavy parts.

Education

High School Diploma -

Winslow High School
Winslow, AZ
05.1996

Skills

  • Risk Mitigation
  • Operations Oversight
  • Capital Spending
  • Leadership training
  • Process Improvements
  • Strategic Planning
  • Strategic planning and execution
  • Business Management
  • Workforce Planning
  • Performance Analysis
  • Quality Assurance
  • Schedule oversight
  • Employee Development
  • Customer Retention
  • Department Oversight
  • Data Management
  • Administrative Management
  • Program Administration
  • Performance Improvement
  • Financial Oversight
  • Customer Service Management
  • Data Analysis
  • Sales Tracking
  • Inventory Management
  • Schedule Management
  • Needs Assessment
  • Marketing Strategies
  • Decision-Making
  • Excellent Communication
  • Business Growth Initiatives
  • Proficient in [Software]
  • Professional Demeanor
  • Hiring and Onboarding
  • Self Motivation
  • Delegating Work
  • Performance Evaluation and Monitoring
  • Budget Development
  • Problem-solving aptitude
  • Time management abilities
  • Effective Communication
  • Business marketing
  • Active Listening
  • Analytical Thinking
  • Reliability
  • Financial Management
  • Written Communication
  • Staff hiring
  • Team Leadership
  • Adaptability and Flexibility
  • Recruitment
  • Problem-solving abilities
  • Policy Development and Enforcement
  • Performance Evaluations
  • Scheduling
  • Organizational Skills
  • Time Management
  • Task Prioritization
  • Staff training/development
  • Finance and Accounting Oversight
  • Attention to Detail
  • Records Organization and Management
  • Sound Judgment
  • Problem-Solving

Timeline

Interim Director of Operations

NACA Family Health Center
03.2014 - 03.2019

Program Manager

NACA Family Health Center
03.2014 - 03.2019

Medical Front Office Supervisor

UCR Health Centers
08.2009 - 10.2011

Operations Manager

Marshalls Dept Store
08.2007 - 06.2009

Administrative Assistant

Alpine Resource, Inc.
06.2004 - 05.2007

Aviation Machinist's Mate

United States Navy, USN
06.1997 - 03.2003

High School Diploma -

Winslow High School

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Bianca Heard