Dalia Guzman

• Led and motivated a team of 76 ERG members.
• Developed and executed 33 initiatives focused on professional development, cultural awareness, and community building.
• Increased ERG membership by 10% through events and mentorship programs.
• Organized and facilitated cultural events that reached all areas of the business, fostering greater understanding and inclusion.
• Managed the ERG's budget effectively, ensuring resources aligned with strategic objectives.

• Led a cross-functional team in implementing a change management initiative that resulted in a 15% increase in productivity and a 10% reduction in operational costs, exceeding ROI targets by 12%.
• Developed change management plans, minimizing employee resistance, and accelerating adoption. Achieved 97% adoption of the new CRM system within the first quarter, post-implementation.
• Drove end-to-end process improvement across PayPal organizations, including adjacent brands (Venmo, Xoom, Zettle, Hyperwallet, and Honey). I leveraged automation by maximizing functionalities, like automation, from existing vendors.
• Managed a cross-functional pilot with participation from three key teams across PayPal, Venmo, and Xoom, representing over 10,000 employees.
• Created project plans with established timelines, assigned them to appropriate teams, and managed workflow throughout the project lifecycle.
• Developed and led pilots and experiments to test new functionality or processes prior to rollout.
• Made changes to the project scope and cost, and implemented the most effective change management processes to keep projects up to date.
• Conducted post-project reviews to identify areas of improvement.

Analyzed key performance indicators to develop effective strategies for project success.

• Implemented communication protocols to enhance collaboration among internal teams.
• Supported meetings with team members, consultants, and contractors for project alignment.
• Reviewed project objectives and schedules to identify specific project needs.
• Assisted in defining team objectives and roles with clear individual goals.
• Evaluated data from surveys, interviews, and focus groups to guide project decisions.
• Managed multiple projects with competing deadlines while ensuring timely delivery.
• Created and maintained comprehensive project plans, timelines, and budgets.

• Responsible for assisting patients with the processing of dental insurance claims and management of relationships with insurance carriers.
• Developed improved standard operating procedures to increase billing accuracy and cash flow.
• Ensured integrity of daily deposits.
• Resolved billing issues by applying knowledge and completing in-depth research.
• Evaluated pending claims to identify and resolve problems blocking auto-adjudication.
• Reconciled codes against services rendered and checked claims coding for accuracy with ICD-10 standards.
• Managed all payment processing, invoicing, and collections tasks.