Juan Cortez
Carrollton,VA
Summary
My objective is to obtain the position as the Investigation and Inquiries Specialist for the Inspector General. In this role I will serve as the principal consultant and subject matter expert regarding the implementation and management of all phases of the wing's Complaints Resolution and Fraud, Waste, and Abuse programs. Assembles, evaluates, and determines a course of action concerning each member's contact information and the likelihood of a complaint. Consultation and interaction with subject matter experts at various levels throughout 480 ISRW, the 16th Air Force, Air Combat Command, and AF/A2 are mandatory in all cases before any recommendations can be provided to the Wing Commander.
Overview
12
12
years of professional experience
Work History
Audiovisual Production Specialist
US Government
03.2020 - Current
- Enhanced audiovisual quality by diligently editing and mixing sound for various projects.
- Streamlined production processes for improved efficiency and reduced turnaround time.
- Collaborated with cross-functional teams to ensure seamless coordination and communication during projects.
- Developed creative concepts, resulting in innovative and engaging audiovisual content.
- Collaborated with cross-functional teams to address complex customer issues, ensuring prompt resolution and maintaining client relationships.
- Streamlined complaint resolution processes by implementing new procedures and refining existing protocols for faster response times.
- Contributed to team success by sharing best practices, offering guidance, and providing support to colleagues during challenging cases.
- Conducted thorough investigations of suspected fraud cases, leading to misuse of Wing Assets
- Fostered a culture of continuous learning within the organization by promoting professional development opportunities.
- Collaborated with cross-functional teams to identify skill gaps and develop targeted training initiatives.
Secure Video Teleconference Coordinator
FGS
09.2017 - 03.2020
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Developed strong relationships with customers through consistent follow-up on resolved cases, ensuring their ongoing satisfaction with the company''s services or products.
- Managed multiple complaint channels simultaneously, coordinating responses via phone calls, emails, social media platforms, or in-person meetings as needed.
- Conducted thorough investigations into each complaint received to identify root causes of dissatisfaction and recommended changes for process improvements accordingly.
- Conducted thorough investigations, identifying patterns of Fraud and abuse and recommending appropriate corrective actions.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
Patient Relations Advocate/Lead Medical Technician
US Government
01.2012 - 07.2017
- Enhanced patient satisfaction by addressing concerns promptly and providing efficient resolutions.
- Improved Resiliency Team ratings through diligent monitoring of patient feedback and implementing necessary improvements.
- Collaborated with interdisciplinary teams for better patient care and experience.
- Reduced patient complaints by consistently following up on issues and ensuring effective communication among staff members.
- Streamlined the grievance process, resulting in timely responses to patient inquiries and concerns.
- Maintained accurate records of patient interactions, ensuring compliance with regulatory requirements while promoting transparency within the organization.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Increased workplace efficiency by designing customized training modules tailored to individual needs.
Education
Master of Arts - Human Services
University Arizona
Chandler, AZ05.2024
Bachelor of Arts - Human Services
University of Arizona
Tucson, AZ01.2021
Skills
- Complaints Resolution
- Active TS/SCI
- Career Development
- De-Escalation Techniques
- Order Processing
- Quality Control
- Legal Compliance
- Technical Assistance
- Resource Utilization
- Conflict Mediation
- Compliance Training
- Program Management
Timeline
Audiovisual Production Specialist
US Government
03.2020 - Current
Secure Video Teleconference Coordinator
FGS
09.2017 - 03.2020
Patient Relations Advocate/Lead Medical Technician
US Government
01.2012 - 07.2017
Master of Arts - Human Services
University Arizona
Bachelor of Arts - Human Services
University of Arizona