Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Consuela M. Bougere

Consuela M. Bougere

Bryan,TX

Summary

Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.

Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.

Overview

20
20
years of professional experience
1
1
Certification

Work History

QA/SME SS Analyst - Contractor

GAIES
10.2024 - 07.2025
  • Join team Kick-off calls timely daily for priority assignments, changes, and consistency with learning.
  • Join assigned Zoom Breakout rooms for any unit specific assignments and updates.
  • Process tasks for Application registration, Medicaid renewals, changes, and Applications
  • Process consistently with quality at the expected production rate daily.

Contract Specialist II - Access and Eligibility Services; Finance and Contract Operations

05.2021 - 12.2024
  • Performs complex (journey-level) contract management work including contract enrollment, maintenance, and monitoring
  • Developing and evaluating a broad range of contracts
  • Provides orientation and technical assistance on program rules and policies to contractors
  • Develops, negotiates, and processes contracts and amendments for community care services programs
  • Conducts monitoring of contract performance including service delivery and fiscal monitoring
  • Develops, implements, and monitors corrective actions and/or sanctions. Investigates and validates individual, community and department staff complaints relating to contract performance

Surge Support Supervisor/QA SME

ARIES Project
12.2021 - 10.2024
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
  • Reviewed feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
  • Implemented a knowledge management system to centralize information resources for easy access by the support team.
  • Mentored new hires and tenured team members, providing guidance on best practices and professional development opportunities.
  • Streamlined support processes to increased 98% and above performance efficiency and improved response times.
  • Facilitated regular daily meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
  • Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
  • Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the unit and project.
  • Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing expected backlog burn down.

Trainer/Consultant - Contractor

ARIES
12.2021 - 09.2024
  • SME (Subject Matter Expert) for processing of client benefits assisting team members.
  • Supervising a total of 27 plus remote staff members
  • Quality Analysis (QA) of staff daily maintaining a 95% average accuracy
  • Monitoring daily Attendance throughout daily
  • Ensuring daily production completion rate for 300 client state benefits average 6600 total monthly
  • Effective monitoring and delegation of workload for staff daily processing according to project expectations
  • Maintaining of multiple spreadsheets to report back to client leads
  • Training of newly hired members for project roles and responsibilities
  • Coach a team in self-management and cross-functionality.
  • Assist a scrum team focus on creating high value increments to meet the definition of done.
  • Ensure the event remains positive, productive, and kept in the timebox.

REGIONAL TELEPHONY MANAGER BACK-UP TEXAS WORK ADVISOR III & IV

06.2005 - 05.2021
  • Adobe Captivate methods to engage learning audiences by creating interactive demos.
  • Conducting simulations for learning clients Operational and policy expectations
  • Schedule learning times for approved videos of processes
  • Create End of Lesson follow -up quizzes, and knowledge checks
  • Tracking daily attendance and participation with excel reports, assessment scores and end of course evaluations; provided feedback via case readings and Positive Performance.
  • Travel to various locations for new hire training of the current Avaya System.
  • Remote and Onsite train the trainer, 10 Plus years’ experience
  • Provided staff assistance in areas of program interpretation, work methods, standard and procedures.
  • Assisted in Roll-out of TIERS conducting training and mentoring 2007 transitioning from the DOS based software to the new Web based software.
  • Assist Unit Supervisor in Management roles of Coaching and Counseling Staff
  • Monitor Staff work by case reading for accuracy
  • Conducting Second Level Reviews for approved Supplements
  • Currently manage three office locations under Unit Supervisor
  • Assist the Unit Supervisor
  • Coordinate work activities of subordinates in employment and employee relations

Education

B.S - Business Communications, Concentration in Management, Business Communications, Ethical and Legal Topics in Business, Introduction to Speech Communication

UNIVERSITY OF PHOENIX
01.2006

AAS - Advanced Civil Procedure, Intellectual Property, Interviewing and Investigation, Introduction to Law and Ethics, Computers and the Law

CENTER FOR ADVANCED LEGAL STUDIES
01.2002

Skills

  • Organizing lightweight framework
  • Agile Mythology
  • Training Experience
  • Conceptual thinking
  • Excellent Leadership Skills
  • Interpersonal Communication Skills
  • Customer Focused
  • Adobe Captivate
  • Microsoft Office
  • Excellent Organization Skills
  • Effective Communication skills
  • Agile metrics tracking
  • Project management
  • Sprint planning
  • Meeting facilitation
  • Agile best practices
  • Scrum framework expertise
  • Risk identification
  • Software development lifecycle
  • Backlog grooming
  • Presentation skills
  • Retrospective analysis
  • Adaptive leadership
  • Workflow Analysis
  • Customer interaction
  • Development team trainings
  • Meeting participation
  • Requirements gathering
  • Public speaking
  • Team facilitation
  • Effective customer communication
  • Backlog management
  • Leading scrum meetings
  • Team leadership

Certification

  • 2024-2024 Scrum Alliance
  • Scrum Master

Accomplishments

  • Achieved Result by completing Task with accuracy and efficiency.
  • Achieved Result through effectively helping with Task.

Timeline

QA/SME SS Analyst - Contractor

GAIES
10.2024 - 07.2025

Surge Support Supervisor/QA SME

ARIES Project
12.2021 - 10.2024

Trainer/Consultant - Contractor

ARIES
12.2021 - 09.2024

Contract Specialist II - Access and Eligibility Services; Finance and Contract Operations

05.2021 - 12.2024

REGIONAL TELEPHONY MANAGER BACK-UP TEXAS WORK ADVISOR III & IV

06.2005 - 05.2021

B.S - Business Communications, Concentration in Management, Business Communications, Ethical and Legal Topics in Business, Introduction to Speech Communication

UNIVERSITY OF PHOENIX

AAS - Advanced Civil Procedure, Intellectual Property, Interviewing and Investigation, Introduction to Law and Ethics, Computers and the Law

CENTER FOR ADVANCED LEGAL STUDIES