Jenny Caballero
San Antonio,TX
Summary
Dynamic QI Data Specialist Supervisor at Guidance Center of LEA County, skilled in data analysis and effective communication. Successfully developed databases and implemented data governance strategies, enhancing operational efficiency. Proven ability to collaborate with teams and deliver insightful reports, driving informed decision-making and improving service quality.
Overview
16
16
years of professional experience
Work History
QI Data Specialist Supervisor
Guidance Center of LEA County
Hobbs, New Mexico
03.2023 - Current
- Use of automated tools; such as, Medical Records, Smartsheet, and EXCEL to extract and measure data from primary and secondary sources.
- Work directly with internal customer to develop logic models, metrics and data gathering methods and process data by reviewing reports and performance indicators.
- Using statistical tools to identify, analyze, and interpret patterns and trends in complex data sets that diagnosis and predict.
- Performing analysis to assess quality and meaning of data.
- Prepared reports for management highlighting trends, patterns, and predictions derived from relevant data.
- Collaborated with programmers, engineers, and management to identify process improvement opportunities, propose system modifications, and develop data governance strategies.
- Develop and design databases, data systems – reorganizing data in a readable format.
- Participate in chart and data audits to ensure regulatory compliance is maintained.
- Analyze internal and external threats and how they might impact the organization.
- Assign numerical value to essential business functions so that business performance can be assessed and compared over periods of time.
- Assisted in preparing final analysis reports for stakeholders to clarify data-analysis steps, facilitating informed decision-making based on facts and trends.
- Performed data analysis to identify trends and patterns.
- Precision and attention to detail
- Standard Office Equipment Operation Knowledge
- Time Management and Organizational Skills
- Basic research and data collection abilities
- Basic Understanding of Database Structure
- Accuracy in Handling Database
- Ability to work in a Team
- Basic Software Knowledge
- Effective communication abilities
- Excellent critical thinking and problem-solving abilities
Remote Support Lead
Adecco
09.2021 - Current
- Duties include but not limited to, assisting agents with incoming phone calls, chats, and/or emails.
- Listened to and monitored calls to ensure agents performed effectively and conducted coaching sessions.
- Conduct QA’s for each fraud team member along with coaching sessions with each member.
- Lead fraud team each day with daily work items needed to be done.
- Facilitated question bridge to support agents with inquiries throughout the day.
- Monitoring call queue to ensure call flow stays consistent.
- Conducted outreach calls and emails, ensuring adherence to call flows and scripts while addressing customer inquiries.
- Research information using multiple systems
- Relay research findings and outcomes to customers
- Identified issues and escalated them to management for resolution.
- Clearly document call information and encounters in call logs
- Developed morning PowerPoint decks for team meetings and organized timecards for each agent.
- Recognize and alert management of risk and trends
Operations Team Manager
Alorica
05.2016 - 11.2020
- Managed 65 agents and built teams to ensure compliance and delivery of quality, timely customer service.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Collaborated with process owners to refine procedures and establish best practices, addressing quality audit findings.
- Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Developed processes to enhance long-term business success and drive profit growth.
Admin
Jubilee Inc.
01.2013 - 01.2015
- Coordinated various office duties to enhance operational efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Managed accounts payable and receivable processes to support financial accuracy.
- Drafted agendas and recorded minutes to facilitate effective meetings.
- Produced highly accurate internal and external letters and memorandums.
- Worked with supervisors and management to maintain status reports and update information for client projects.
Child Protection Services Case Worker
State of Texas
07.2010 - 11.2012
- Managed comprehensive caseload including family screening, investigation, child removal, permanency planning, and family resource support to ensure timely and effective interventions.
- Supervised counseling and supportive services, assessing needs of foster children in families and boarding homes to facilitate tailored support.
- Managed caseload of 25 and provided behavioral analysis and therapeutic treatment planning suggestions for clients while implementing coping skills techniques.
- Screened, interviewed, and selected foster parents.
- Assessed needs of each client and recommended appropriate services and resources.
- Created treatment or service plan meeting each client's individualized needs.
- Supervised overall client services and acted as liaison between clients, caregivers, and service providers.
- Monitored protection and stabilization of children and families.
- Worked with children diagnosed with emotional, mental and behavioral disorders and delivered high-quality case management.
- Built relationships with juveniles aging out of foster care and facilitated access to permanent housing through Section 8 programs.
- Determined eligibility and suitability for programs by performing client intake interviews and bio-psycho-social assessments.
- Planned meetings for veterans to find treatment, form community and have support and collected data for each meeting.
Education
Master’s - Big Data Analytics
Southern New Hampshire University
New Hampshire05-2028
BA - Psychology
Texas A&M
Kingsville06.2009
Skills
- Data analysis and database management
- Report drafting
- Statistical methods
- Effective communication
- Project management
- Team collaboration
- Spreadsheet management
- Data verification
Timeline
QI Data Specialist Supervisor
Guidance Center of LEA County
03.2023 - Current
Remote Support Lead
Adecco
09.2021 - Current
Operations Team Manager
Alorica
05.2016 - 11.2020
Admin
Jubilee Inc.
01.2013 - 01.2015
Child Protection Services Case Worker
State of Texas
07.2010 - 11.2012
Master’s - Big Data Analytics
Southern New Hampshire University
BA - Psychology
Texas A&M