Dessa Trujello
San Antonio,TX
Summary
Senior level operations management professional with more than 16 years of experience and an expertise in customer process and workflow management. Demonstrated highly skilled customer service knowledge that proactively enhanced organization's work environment. Strong ability to develop strategies to meet company goals and create new dynamic and versatile ways to develop a team to achieve and surpass an organization's set goals. Additional areas of expertise include: Customer Service Management, Training and Development, Scheduling Administration, Employment Development, Operations Management, Conflict Resolution, Staff Evaluation, Budget & Payroll expertise, Team Supervision, Skilled in call center operations, WAH Management.
Overview
14
14
years of professional experience
Work History
WellMed PSC Manager
Carenet Health
San Antonio, TX
10.2020 - 08.2024
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
CAREER COACH
SOUTH TEXAS VOCATIONAL TECHNICAL INSTITUTE
04.2018 - 04.2020
- Provide professional development, coaching and mentoring to our students in an effort to reach gainful employment in the field of study.
DIV 6 CARE COORDINAT SUPERVISOR - OPERATIONS
COVENTRY, AETNA (NT24 WC)
04.2016 - 09.2017
- Introduced team of Care Coordinators to Nurse Triage 24 Workers Compensation program to enhance budgetary issues, create a more efficient and effective product.
SENIOR MANAGER - OPERATIONS
CARENET HEALTHCARE SERVICES
SAN ANTONIO, TX
09.2013 - 08.2015
- Utilized Leadership Principles to successfully trained, mentor and coached management teams
- Directly supervised a team of 5 managers; indirectly led various management teams consisting of 128 team members.
TEAM MANAGER - OPERATIONS
CARENET HEALTHCARE SERVICES
SAN ANTONIO, TX
05.2010 - 09.2013
- Managed teams from Carenet's Shared Line group and Engagement Line and designated group.
Education
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
- Project Management
- Customer Relationship Management (CRM)
- Performance Management
- Staff Development
- Schedule Preparation
- Performance Evaluations
- Product Management
- Budget Control
- Key Performance Indicators
- Expectation setting
- Teamwork and Collaboration
- Effective Communication
- Problem Resolution
- Adaptability and Flexibility
- Problem-Solving
- Team Development
- Managing Operations and Efficiency
- Employee Coaching and Mentoring
- Documentation And Reporting
- Relationship Building
- MS Office
- Process Improvement
- Interpersonal Relations
- Employee Development
- Analytical Thinking
- Problem-solving abilities
Accomplishments
Achieve Business Excellence award
Enhanced mentor program, collaborated with training.
70% of current leadership team came from my team
2% attrition
Top ranking team for since tenure
Timeline
WellMed PSC Manager
Carenet Health
10.2020 - 08.2024
CAREER COACH
SOUTH TEXAS VOCATIONAL TECHNICAL INSTITUTE
04.2018 - 04.2020
DIV 6 CARE COORDINAT SUPERVISOR - OPERATIONS
COVENTRY, AETNA (NT24 WC)
04.2016 - 09.2017
SENIOR MANAGER - OPERATIONS
CARENET HEALTHCARE SERVICES
09.2013 - 08.2015
TEAM MANAGER - OPERATIONS
CARENET HEALTHCARE SERVICES
05.2010 - 09.2013