Erica Urbina
Racine,USA
Summary
Results-driven professional with expertise in contract management, operational workflows, end-to-end contract lifecycle oversight, and compliance governance. Skilled in strategic initiative development and execution, process optimization, and system enhancements to drive operational excellence. Proven leader in team coaching, remote team management, and cross-functional collaboration, delivering measurable performance improvements and scalable business solutions. Technically proficient with Microsoft Office, Salesforce, DocuSign, Celonis Dashboards, ZenDesk, Five9, ServiceNow, and SAP.
Overview
11
11
years of professional experience
Work History
Manager, Contract Administration
Tegria Services Group – US, Inc.
04.2024 - 01.2026
- Directed end-to-end contract and operational governance for payer and provider agreements, including MSAs, SOWs, NDAs, and consultant work orders, ensuring compliance, risk mitigation, and scalability. Led a remote team through performance management, coaching, professional development, and escalation resolution while driving high engagement and retention. Owned enterprise contract automation and system optimization initiatives, including DocuSign CLM implementation and Salesforce enhancements, translating business requirements into scalable IT solutions. Established and monitored key performance indicators (KPIs) and executive dashboards to measure operational performance, cost efficiency, cycle times, and compliance outcomes. Drove vendor management strategy, cost analysis, audits, and contract lifecycle optimization, reducing operational risk and improving margin performance. Designed and implemented standard operational procedure (SOPs), contract templates, and end-to-end workflows to support growth, consistency, and audit readiness. Led post-merger integration efforts and operational readiness for acquisitions and transitions, aligning systems, contracts, and processes. Partnered with legal, sales, delivery operations, finance, IT, and executive stakeholders to deliver internal customer buy-in and enterprise-wide process adoption. Built, hired, and onboarded high-performing teams to support remote operations and business expansion. Delivered executive-level reporting and insights to inform strategic planning and operational decision-making.
Contracting Project Manager
Tegria Services Group – US, Inc.
09.2022 - 04.2024
- Led the development and execution of enterprise project plans to define, prioritize, and track multiple concurrent Contracting team initiatives in a remote environment. Served as a strategic representative for the Contracting function, partnering with cross-functional stakeholders to drive data-informed analysis and operational decision-making. Designed, documented, and standardized workflows, decision frameworks, and training materials to improve consistency, scalability, and audit readiness. Owned vendor management process improvement initiatives, developing optimized workflows to reduce risk, increase efficiency, and support organizational growth. Collaborated with legal, finance, procurement, and business leaders to draft, negotiate, and execute vendor-related contracts aligned with business objectives. Oversaw daily contracting operations, including drafting, reviewing, and executing complex contracting documents while maintaining service-level.
Change Management Lead
Tegria Services Group – US, Inc.
01.2022 - 09.2022
- Led enterprise change management and communication strategies to drive adoption, utilization, and proficiency across individual teams and cross-functional stakeholders. Assessed organizational readiness, change impacts, and operating climate to tailor messaging, delivery, and enablement for diverse audiences. Developed transition readiness materials, toolkits, and documentation to support individuals and teams through operational, system, and process changes. Provided strategic coaching and recommendations on executive, written, visual, and verbal communications to ensure clarity, alignment, and engagement. Partnered with internal teams and external vendors to deliver organizational initiatives aligned with business and operational objectives. Prioritized and managed multiple concurrent initiatives to streamline processes, systems, and workflows in a remote environment. Built and maintained change management, communication, and project plans to support scalable execution and sustained adoption.
Operations Project Manager
Tegria Services Group – US, Inc.
09.2021 - 01.2022
- Led cross-functional, enterprise projects by facilitating stakeholder meetings, work sessions, and decision forums while driving alignment and accountability. Developed and delivered executive-ready written and visual materials to communicate project status, key decisions, risks, and mitigation strategies. Owned project execution from planning through delivery, ensuring initiatives were completed on time, within scope, and within budget. Established and maintained centralized repositories for project documentation, resources, and governance artifacts to support scalability and audit readiness. Designed and implemented standardized project management and communication cadences to ensure consistency, transparency, and adherence to timelines in a remote environment.
Service Contracts Supervisor
Sysmex America, Inc.
12.2019 - 09.2021
- Managed day-to-day operations of the Service Contracts department. Identified areas for process improvement and team development. Created, documented, and implemented standard processes and procedures. Introduced and executed change strategies while minimizing employee resistance. Performed quality-monitoring checks and provided guidance for correction. Monitored employee performance; applied accountability methods and performance improvement plans. Coached employees on best practices, efficiencies, and performance expectations. Supported automation and system enhancement projects and testing. Collaborated with various internal and external customers to identify key business needs and develop cross-functional solutions. Monitored and reported departmental KPIs.
Analyst, Account Reconciliation, Credit & Collections
Sysmex America, Inc.
07.2018 - 12.2019
- Reviewed and reconciled customer accounts, identified payment patterns, collected invoices, and adjusted credit limits. Acted as a liaison between internal teams and customers, developed action plans, and recommended solutions to management. Trained peers on procedures, improved processes, and maintained strong client relationships to ensure accurate invoicing and prevent recurring issues.
Analyst I/II, Service Contracts
Sysmex America, Inc.
03.2017 - 07.2018
- Preventative maintenance agreements, verified instrument locations and status, and oversaw reporting through Tableau to support customers, management, and sales teams. Identified process issues and recommended improvements, delivered training to peers and new employees, and built strong customer relationships by understanding preferences for billing, contract formats, and terms.
Small Claims Supervisor
Lake County Clerk of the Circuit Court
08.2014 - 03.2017
- Managed day-to-day operations of the Small Claims department, including workflow, scheduling, court filings, and administrative oversight. Hired staff, developed performance improvement plans, and conducted disciplinary and termination processes. Built and maintained strong relationships with judges, court administration, attorneys, and senior management to ensure effective operations.
Education
Master of Science - Management & Organizational Behavior
Benedictine University
Lisle, Illinois01.2013
Bachelor of Science - Business Administration & Management
Robert Morris University
Waukegan, Illinois01.2009
Skills
- Contract Management/Operations
- Contract Lifecycle Management (CLM)
- Contract Compliance Audits
- Strategic Planning and Implementation
- System Optimization/Implementation
- KPI Metric Design and Achievement
- Vendor Management
- Process Optimization/Process Improvement
- Enterprise Initiatives
- Project Management
- Cross-Functional Collaboration
- Change Management and Communications
- Remote Team Leadership
- Talent Coaching and Development
Timeline
Manager, Contract Administration
Tegria Services Group – US, Inc.
04.2024 - 01.2026
Contracting Project Manager
Tegria Services Group – US, Inc.
09.2022 - 04.2024
Change Management Lead
Tegria Services Group – US, Inc.
01.2022 - 09.2022
Operations Project Manager
Tegria Services Group – US, Inc.
09.2021 - 01.2022
Service Contracts Supervisor
Sysmex America, Inc.
12.2019 - 09.2021
Analyst, Account Reconciliation, Credit & Collections
Sysmex America, Inc.
07.2018 - 12.2019
Analyst I/II, Service Contracts
Sysmex America, Inc.
03.2017 - 07.2018
Small Claims Supervisor
Lake County Clerk of the Circuit Court
08.2014 - 03.2017
Bachelor of Science - Business Administration & Management
Robert Morris University
Master of Science - Management & Organizational Behavior
Benedictine University