Microsoft 365 Office
Laura Pantoja
Kalamazoo,MI
Summary
Dynamic Compliance and Operations Specialist with extensive experience in nonprofit management, regulatory compliance, and process optimization. Proven track record of streamlining operations, enhancing data accuracy, and saving costs through automation, while ensuring 100% adherence to regulatory standards. Skilled in leading accreditation processes, managing complex compliance documentation, and coordinating diverse teams to deliver high-impact results. Adept at leveraging data analysis, training programs, and workflow improvements to boost organizational efficiency and satisfaction metrics. Recognized for exceptional problem-solving and leadership abilities in fast-paced, mission-driven environments.
Overview
7
7
years of professional experience
Work History
Compliance Coordinator
Centrica Care Navigators
Kalamazoo, MI
01.2022 - Current
- Oversaw all internal compliance and regulatory policies and processes for a $100MM non-profit, supporting the clinical operations team of 20 staff, ensuring the organization met 100% of KPIs year-over-year
- Utilized skill set in data analysis and software engineering to streamline monitoring and reporting, replacing manual entry with automated imports, saving $50,000 in labor and improving data accuracy by 7%
- Ensured compliance with government and local regulations by completing weekly, monthly, quarterly, and yearly mandatory audits, reducing risk of total funding loss by 25% and securing ongoing financial support
- Managed over 500 compliance documents across the agency, ensuring adherence to regulatory standards, leading to 10% fewer compliance issues year-over-year
Operations Scheduler
Centrica Care Navigators
Kalamazoo, MI
01.2021 - 01.2022
- Created admission assignments, coordinating schedules for 45 professionals across multiple disciplines, ensuring 100% coverage for daily and weekly operational needs across a census of 400 + patients
- Resolved 25+ urgent service requests weekly, utilizing available resources to maintain uninterrupted service delivery and achieve 95% patient family satisfaction
- Developed 10+ proposals and tools and updated 15 standard work documents, standardizing processes across departments and improving workflow consistency by 25% while improving communication
Senior Program Manager, Impact and Evaluation
Gryphon Place
Kalamazoo, MI
01.2019 - 01.2021
- Oversaw daily executive support in collaboration with the CEO of a $6MM non-profit, leading high-level operational tasks, coordinating 30% of communications, and managing multiple project budgets
- Successfully led 3 full accreditation reviews in collaboration with the CEO, resulting in the organization maintaining or achieving accreditation status for 2 state-wide programs and 10 major contracts
- Facilitated 5 full 8-hour workshops and provided one-on-one training to 15 team members, resulting in a 15% improvement in overall team performance metrics
Crisis Program Manager
Gryphon Place
Kalamazoo, MI
01.2019 - 12.2019
- Compiled and reported data on 200 collective impact outcomes, contributing to a comprehensive tracking system that improved program evaluation by 40%
- Monitored 21 Crisis Workers who collectively managed over 35 contact lines, achieving a response efficiency rate of 85%, a 10% improvement from 2018 to 2019
Crisis Worker & Community Resource Advisor
Gryphon Place
Kalamazoo, MI
01.2018 - 01.2019
- Provided individualized support to over 300 callers per month facing mental illness, substance abuse, and life threatening issues, resulting in a 25% improvement in reported caller satisfaction
- Managed services across 40+ phone line contracts, ensuring 95% compliance with service level agreements with local, state, and government level clients while covering other state contracts in crisis situations
Education
Certificate in Software Development -
Actualize Coding Bootcamp
01.2024
Bachelor of Social Work -
Western Michigan University
Skills
- Software development
- Cross-functional leadership
- Data compilation
- Database Management
- Project Management
- Risk Management
- Operational Efficiency
- Auditing
- Administrative support
- Program performance analysis
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeInternshipPart TimeWork Location
On-SiteRemoteHybridImportant To Me
Personal development programsCareer advancementWork-life balanceHealthcare benefitsSoftware
Javascript
HTLM
CSS
DocuSign
Electronic Health Records
Trello
Mondaycom
SQL
Google Applications
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Compliance Coordinator
Centrica Care Navigators
01.2022 - Current
Operations Scheduler
Centrica Care Navigators
01.2021 - 01.2022
Senior Program Manager, Impact and Evaluation
Gryphon Place
01.2019 - 01.2021
Crisis Program Manager
Gryphon Place
01.2019 - 12.2019
Crisis Worker & Community Resource Advisor
Gryphon Place
01.2018 - 01.2019
Certificate in Software Development -
Actualize Coding Bootcamp
Bachelor of Social Work -
Western Michigan University
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