Jacqueline Munoz
Program Manager
San Antonio,TX
Summary
Results-driven Program Manager with a strong background in functional operations, data migration and risk management at Bexar County Juvenile Probation. Proven ability to lead cross-functional teams in process improvement initiatives that boost operational efficiency and compliance. Committed to training and mentoring, fostering continuous improvement in diverse team environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Program Manager & Functional Analyst
Bexar County Juvenile Probation
03.2015 - Current
- Managed and maintained complex information systems to comply with state regulations and departmental policies.
- Collaborated with department administrators, IT, stakeholders, vendors, users, and other juvenile justice entities to triage requirements for enhancements, improvements, program development, and various initiatives such as software modernization.
- Spearheaded business analysis, gap analysis, and risk analysis to standardize operational performance between 3 recordkeeping systems to streamline data integration and state reporting.
- Orchestrated data migration, mapping, configuration, and functional design to maximize data integrity for data analytics, and report building.
- Developed training material, new operating procedures, business process, and executed training sessions for over 250 users.
- Oversaw error resolution, technical support, and operating practices of information systems and interfaces of 3 information dashboards supporting probation officers, supervisors, and administrative views.
- Directed, planned, and managed state mandated changes and annual audits.
- Promoted and counseled internal and external communication to achieve sustainable solutions.
Reimbursement Specialist
Bexar County Juvenile Probation
08.2014 - 03.2015
- Assessed Title IV-E candidacy criteria based on Juvenile Case Plan information for accurate evaluations and state reporting.
- Managed accounts receivable for the Social Security Representative Payee Program and assisted with training material and delivery.
- Collaborated with the Title IV-E Enhanced Administrative Program.
- Completed applications for the Social Security Representative Payee Program.
- Managed accounts receivable for the Juvenile Justice Alternative Education Program.
- Assisted with training and internal audits.
- Automated tracking mechanism of applications and receivable accounts.
- Established efficient workflow to meet monthly deadlines.
Juvenile Detention Officer I & Residential Treatment Officer I
Bexar County Juvenile Probation
09.2012 - 08.2014
- Supervised and mentored youths in a secured facility setting by demonstrating sensitivity towards diverse cultures, problem solving abilities, and personal integrity.
- Ensured youth adherence to safety protocols.
- Conducted psychoeducational and activity groups.
- Coached youth to practice healthy coping skills.
- Promoted as a Residential Treatment Officer for diversion treatment program.
Customer Service Specialist
Allstate Insurance
10.2010 - 03.2013
- Bilingual licensed property and casualty insurance agent for inbound call center environment.
- Served as a customer service specialist and coached a team of 15 customer service specialists.
- De-escalated calls and provided resolution with irate customers.
- Resolved policy holder's requests and concerns in an efficient and empathetic manner in English and Spanish.
- Educated policy holders on their insurance coverage, additions, cancellations, or changes to their existing policies.
- Promoted as Premier Resolution Specialist for demonstrating an understanding and commitment to first call resolution and applying expertise in complex billing issues.
Education
Master of Arts - Administration, Organizational Development
Bachelor of Arts - Psychology, Experimental Psychology
Skills
- Lean Six Sigma certification
- Risk management and mitigation
- SQL
- Process improvement strategies
- Requirements analysis
- Gap analysis techniques
- Cross-functional collaboration
- Project management methodologies
- Business analysis skills
Accomplishments
- 2024 Employee of the Year Award
- 2022 Administrative Services Division Employee of the Year Award
- 2016 Excellence in Teamwork
- 2015 Employee Excellence in Teamwork Award
Certification
- Lean Six Sigma Green Belt
Languages
Spanish
Native language
Spanish
Proficient (C2)
C2
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Program Manager & Functional Analyst - Bexar County Juvenile Probation
03.2015 - Current
Reimbursement Specialist - Bexar County Juvenile Probation
08.2014 - 03.2015
Juvenile Detention Officer I & Residential Treatment Officer I - Bexar County Juvenile Probation
09.2012 - 08.2014
Customer Service Specialist - Allstate Insurance
10.2010 - 03.2013
University of the Incarnate Word - Master of Arts, Administration, Organizational Development
University of the Incarnate Word - Bachelor of Arts, Psychology, Experimental Psychology
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