Karen Portillo
San Lorenzo,CA
Summary
Versatile and encouraging Senior Manager adept at managing large teams to accomplish challenging objectives. Skilled at planning, implementing and overseeing key improvements to drive business and contract objectives. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Have a history of fostering strong collaborations with internals and external partners.
Overview
23
23
years of professional experience
Work History
Senior Manager of Programs
Homebridge
01.2018 - Current
- Provide strong leadership to enhance team productivity to ensure staff meet Department Key Performance Indicators (KPIs)
- Provide support and supervision to seven staff: five Manager of Care Teams, a Program Analyst and a Lead Care Supervisor.
- Oversee the care of 1,100 Clients and Support & Supervision of 350 Home Care Professionals, including After Hours.
- Monitor daily, weekly, and monthly activities to maximize Caregiver and Client hours based on capacity
- Develop and implement performance measurements to improve program performance
- Establish strong and collaborative relationships with internal and external stakeholders, problem solve, mediate, and facilitate communication between all team members to foster teamwork and long-term partnerships.
Service Delivery Manager
Homebridge
01.2015 - 01.2018
- Provided leadership to the Service Delivery Team, ensuring timely, quality care was provided to clients in compliance with Homebridge contract objectives
- Oversaw and supervised the scheduling for over 1,000 Clients and 300 Home Care Professionals.
- Improved service quality, addressing client concerns promptly and professionally.
- Oversaw the payroll verification for 300 Home Care Professionals
- Supervised eleven direct staff: eight Schedulers, two Lead Schedulers and one Program Assistant
- Collaborated with Client Services Managers to improve service delivery and client satisfaction.
Lead Service Delivery Supervisor
In Home Supportive Service Consortium (IHSSCO)
01.2012 - 01.2015
- Oversaw new Home Care Professionals (HCP) onboarding: service delivery orientation, supervision and support during the Introductory period.
- Mentored and trained new Service Delivery team members, providing guidance on best practices and company policies.
- Created monthly schedules for the Service Delivery Supervisors: kiosk, back-up, and customer support schedules
- Collaborated with Case Managers and Service Delivery Supervisors to ensure high quality client care.
- Problem solved complex scheduling needs for High Need/High Risk Clients
- Identified potential service delivery issues and collaborated with Services Delivery Managers to create solutions and proactive strategies
- Assisted the Service Delivery Manager with Quality Assurance oversight and other projects
- Filled in as an Interim Service Delivery Manager as needed.
Service Delivery Supervisor
In Home Supportive Service Consortium (IHSSCO)
12.2005 - 01.2012
- Supervised 35 unionized home care professionals
- Oversaw the scheduling for 70 clients
- Demonstrated strong multi-tasking, organizational and analytical skills
- Evaluated operational metrics regularly, identifying trends and implementing corrective actions as needed.
- Worked in collaboration with Service Delivery Supervisors and Case Managers to improve client care
- Developed strong relationships with clients, leading to increased satisfaction and acceptance of services. Clients consistently accepted 99% of their authorized hours.
- Participated in interviewing and training Home Care Professionals and Service Delivery Supervisors.
Shift Manager
Avant Card/SWW Enterprises Inc.
01.2001 - 12.2005
- Rapidly progressed from cashier to Shift Manager
- Responsible for hiring, coaching, and supervising sales representatives. Managed inventory, sales, customer service.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
Education
Bachelor’s degree - Sociology
University of California Berkeley
Berkeley, CA05.2005
Skills
- Operations Management
- Organizational Improvement
- Cross-Functional Collaboration
- Staff Management
- Data-driven decision-making
- Troubleshooting and problem resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Manager of Programs
Homebridge
01.2018 - Current
Service Delivery Manager
Homebridge
01.2015 - 01.2018
Lead Service Delivery Supervisor
In Home Supportive Service Consortium (IHSSCO)
01.2012 - 01.2015
Service Delivery Supervisor
In Home Supportive Service Consortium (IHSSCO)
12.2005 - 01.2012
Shift Manager
Avant Card/SWW Enterprises Inc.
01.2001 - 12.2005
Bachelor’s degree - Sociology
University of California Berkeley
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