Frank Baez
San Antonio,TX
Summary
Experienced auditor with proven track record in assessing and improving program efficiency and compliance. Strong analytical skills, attention to detail, and ability to swiftly adapt to changing requirements. Known for effective team collaboration and delivering impactful results through thorough audits and insightful recommendations. Highly skilled in risk assessment, regulatory compliance, and process optimization.
Overview
22
22
years of professional experience
Work History
Internal Evaluation Program Auditor
Southwest Airlines
02.2016 - Current
- Company Overview: Safety and Security Dallas, Texas HDQ
- Conducts independent audits of Company operational departments (including Contractors) under the authority of the Vice President Safety & Security, Senior Director Safety Management System (Part 119 Director of Safety), and Director Internal Evaluation Program/Station Assurance
- Conducts audits against Southwest Airlines manuals, FAA regulations, guidance material, and other standards (e.g., 14 CFR, 29 CFR, 49 CFR), as applicable
- Abides by the policies and procedures in the Guideline for Employees: A Policy and Procedure Handbook during all audits, evaluations, and inspections
- Identifies Southwest Airlines policies, processes, and procedures that are not meeting existing regulatory requirements or Company goals
- Immediately notifies the Vice President Safety & Security, Senior Director Safety Management System, and Director Internal Evaluation Program/Station Assurance if, during the course of IEP activities, they identify an urgent flight safety issue or area of potential noncompliance with an applicable regulation
- Executes the annual audit plan
- Provides Leadership with reports outlining the results of each audit
- Tracking and verifying the implementation of corrective actions within specified timeframes
- Coordinates audit efforts with external auditors, as well as any examinations performed by regulatory agencies, when requested
- Provides operations Leadership with audit updates directly and/or in the Executive Safety and Security Briefing
- Identifies and documents significant deviations from the approved annual audit plan
- Maintains and continually improves knowledge level by regularly reviewing manuals and taking note of published changes
Customer Service Representative
Southwest Airlines
11.2014 - 02.2016
- Company Overview: Customer Support & Services San Antonio, Texas Center (SC)
- Provide outstanding SWA customer service in accordance with SWA Vision
- Handle high-volume of calls (inquiries, initial bookings, reacommodations, etc)
- Utilize multiple software programs
- Provide technical assistance to customers/Trouble-shoot
- Generate Sales; promote and sell upgrades to customers such as Business Select, SWA Visa Card, car rentals, Early Bird and other ancillary services
- New Hire training assistant
- Customer Support & Services San Antonio, Texas Center (SC)
Senior Contract Program Auditor
Los Angeles County
04.2007 - 11.2012
- Company Overview: Health Services Administration
- Supervise six (6) Program Managers/Auditors engaged in the monitoring and evaluating of services provided by County and Contract staff
- Manage and implement projects
- Assist with the development of Division's annual contract audit plan
- Conduct Fiscal, Operational, and Administrative audit reviews of Contractors providing services to Los Angeles County Hospitals and Comprehensive Health Centers
- Analyze data to identify internal/external control non-compliant deficiencies
- Supervise Pilot Projects involving all County Facilities and Comprehensive Health Centers
- Provide training/technical assistance to L.A
- County’s Hospital and contract Staff in analyzing federal, state and county regulations
- Ensures all Training programs meet County regulatory requirements
- Develop effective/efficient Monitoring Instruments to measure deliverables/ outcomes
- Develop appropriate guidelines, standards, and procedures for the evaluation of existing contracts in terms of quality and quantity of services provided
- Coordinate/lead entrance/exit conferences
- Serve as liaison in contract matters between County Facility and Contractor
- Coordinate/collaborate with other Departments and Divisions to ensure effective and efficient streamlined processes
- Assists in the development and interpretation of contract policy for Health Service programs, as well as preparation of contracts for request of proposals
- Participate in special assignments/investigations requested by DHS Executive Management
- Maintain audit work papers
- Health Services Administration
Contract Program Manager/Auditor
Los Angeles County
04.2003 - 04.2007
- Company Overview: Department of Health Services, OAPP
- Responsible for the administration of over $2 million dollars in local, state, and federal grant funds, ensuring compliance with local, state, and federal requirements and regulations
- Manage Special Projects of National Significance (SPNS), including protocol development and program design for programs gaining national attention
- Procurement/Negotiate and develop contracts with public, private, and/or non-profit agencies in accordance with established guidelines and regulations
- Analyze federal, state, and local HIV/AIDS policies and guidelines for preparation of contracts, requests for proposals, and grant applications
- Perform administrative, fiscal, and operational audits of County Contractors & grantees, conducting evaluations to ensure proper management of funds in accordance with contractual terms and conditions
- Identify areas of non-compliance, prepare written reports with recommendations to rectify deficiencies
- Analyze and review Contractor's corrective action plans to determine appropriateness of response regarding audit findings
- Evaluate and monitor contractor’s monthly reports, & fiscal expenditures and analyzed cost reports to ensure accuracy and compliance with County, State and federal requirements and regulations
- Provide technical assistance to contract agencies in areas as fiscal and program management, and data analysis
- Assist in the development of technical assistance and training curricula, for contract agencies to assist contractors in providing quality services in a standard format throughout the County
- Assisted in redeveloping the Case Management Certification Training program curricula
- Department of Health Services, OAPP
Education
Bachelor of Arts - Psychology
University of Texas at San Antonio
01.1996
Skills
- English
- Spanish
- Compliance monitoring
- Policy evaluation
- Data analytics
- Audit planning
- Internal controls
- Budget analysis
- Attention to detail
- Critical thinking
- Team collaboration
- Analytical problem solving
- Quality assurance
- Audit coordination
- Internal auditing
- Root-cause analysis
- Compliance standards
- Regulatory compliance
- Audit reporting
- Report generation
- Report creation
- Contract compliance
- Audit programs and processes
- Audit plan development
- Documentation and reports
- Team building and leadership
- Critical thinking and analysis
- Interpersonal skills
Training
- Basic Principles of County Contracting, County of Los Angeles, Department of Health Services, 2004
- Practical Approach to Evaluation, APLA & Center for HIV Identification, Prevention and Treatment, 2005
- Quality Management for Program Managers, Department of Health Services, Office of AIDS Programs, 2005
Community Service
- Los Angeles County HOPWA Advisory Committee (LACHAC), 2001
- Los Angeles County HIV/AIDS Case Management Task Force, 2000-2003
- Los Angeles County HIV/AIDS Case Management Task Force OAPP-Liaison, 2003-2007
- Chair, HIV Case Management Task Force Forum Subcommittee, 2002
- Steering Committee Member, CDC/HUD Housing and Health Study, 2004-2007
- Steering Committee Member, Special Projects of National Significance (SPNS), 2006-2007
- Los Angeles County HIV/AIDS Case Management Standards of Care Panelist, 2006-2007
- Los Angeles County HIV/AIDS Transitional Case Management Standards of Care Panelist, 2006-2007
- OSHA 30 Hour training, 2016-Present
Languages
Spanish
Professional Working
Timeline
Internal Evaluation Program Auditor
Southwest Airlines
02.2016 - Current
Customer Service Representative
Southwest Airlines
11.2014 - 02.2016
Senior Contract Program Auditor
Los Angeles County
04.2007 - 11.2012
Contract Program Manager/Auditor
Los Angeles County
04.2003 - 04.2007
Bachelor of Arts - Psychology
University of Texas at San Antonio
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