Graciela Varela
El Paso,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.
Overview
31
31
years of professional experience
Work History
Case Aide Lead
Compass Connections
El Paso, TX
08.2023 - Current
- Research and interpret process to ensure compliance with the office of refugee resettlement (ORR) protocol and standards are met.
- Led a team of 8 case aides, providing guidance, support, and feedback on data work performance.
- Conducted bi-weekly consultation meetings with the intake team to discuss performance metrics, identify areas for improvement and develop action plans accordingly.
- Designed and implemented a Salesforce-based report system, reducing departmental audit time by 50%.
- Assisted in recruitment efforts, conducting interviews and evaluating candidate suitability for open positions within the organization.
Claims Representative
Sentri Insurance
El Paso, TX
01.2023 - 07.2023
- Interviewed clients to gather necessary information from both parties to achieve claims resolution.
- Exercise judgment and discretion in evaluating eligibility criteria, verifying documentation, and identifying potential fraud or misuse of insurance.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed insurance claims efficiently, ensuring compliance with company policies and regulatory requirements.
- Managed over 25 calls per day
Supervisor
Kech Co
El Paso, TX
06.2022 - 12.2022
- Applied strong leadership talent and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Supervised daily operations of call center, ensuring adherence to policies and procedures.
- Complete and update administrative reports.
- Provide direct support and assistance to 12 customer service representatives.
- Trained and mentored staff, fostering a collaborative team environment.
Long Term Substitute Teacher
El Paso Independent School District
El Paso, TX
11.2021 - 05.2022
- Implemented classroom management strategies to maintain discipline and foster a positive learning environment.
- Collaborated with colleagues to share best practice and improve teaching methodologies.
- Utilized educational technology tools to enhance instruction and student engagement.
- Maintain constant communication through the parent/teacher conferences.
- Prepared the 5th grade class for the science star test, which is a state mandated test.
Admin Specialist
Randstad
El Paso, TX
06.2021 - 11.2021
- Assisted clients with wire instructions, and status inquiries, maintaining a high satisfaction rating.
- Processed, verified and transmitted high-volume domestic and international wire transfers, ensuring 100% accuracy and on-time delivery to beneficiaries.
- Adhered to strict Bank Secrecy Act (BSA) regulations, verified clients signatures and authenticated funds to prevent fraudulent transactions.
- Investigated and resolved discrepancies by contacting client for verification on account.
Workforce Real Time Analyst
AT&T
El Paso, TX
06.1995 - 11.2017
- Analyzed real-time workforce data to optimize scheduling and resource allocation.
- Monitored service level agreements to ensure operational efficiency and adherence to standards..
- Review forecasted volume and available staff ensuring that the staff are scheduled in the most efficient manner.
- Responsible for intraday daily demands, monitoring real-time and adjusting staff resources to meet inbound call demands.
- Responsible for payroll, attendance, vacations, FMLA, training, administrative assistant, customer service representatives.
- Processed payroll for over 900 employees, ensuring accurate and timely disbursement of wages.
- Managed all aspects of employee timesheet tracking, diligently reviewing submissions for accuracy and completeness to prevent errors in payroll calculations.
- Met with employees to discuss attendance issues.
- Coordinated FMLA leave requests, ensuring compliance with federal and state regulations.
- Acted as primary point of contact for employees regarding FMLA inquiries and concerns.
- Adapted quickly to changing business needs by updating training materials and methodologies accordingly.
- Managed scheduling and calendar coordination for executives, ensuring optimal use of time and resources.
- Organized company events and meetings, coordinating logistics to ensure successful execution.
- Assisted in budget management by tracking expenses and preparing financial reports for review.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained accurate records of customer interactions using CRM systems to enhance service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
M.D. - Business Administration
Park University
Kansas City, MO03-2021
Bachelor of Science - Business Management
University of Phoenix
Santa Teresa, NMSkills
- Salesforce
- UCP & PRS APP
- Decision-making
- Verbal and written communication
- Staff training and development
- Conflict resolution
- Performance evaluations
- Attention to detail
Language skills
Spanish
Spoken: Advanced | Written: Advanced | Read: Advanced
Professional publications
- SW Region Annual Conference in Phoenix
- November 20, 2024
- Presenter - Intake Process
- S-Squad 2025 Annual Team Meeting
- July 24, 2025
- Presenter - Team Vision
Job-related training
- Leadership training
- Compass Connections
- May 19 - 22, 2026
- How to lead effectively, Safety.
Timeline
Case Aide Lead
Compass Connections
08.2023 - Current
Claims Representative
Sentri Insurance
01.2023 - 07.2023
Supervisor
Kech Co
06.2022 - 12.2022
Long Term Substitute Teacher
El Paso Independent School District
11.2021 - 05.2022
Admin Specialist
Randstad
06.2021 - 11.2021
Workforce Real Time Analyst
AT&T
06.1995 - 11.2017
M.D. - Business Administration
Park University
Bachelor of Science - Business Management
University of Phoenix