Summary
Overview
Work History
Education
Skills
Websites
Certification
LANGUAGES
Timeline
Generic

Leila Maldonado

Palmetto Bay

Summary

Strategic and customer-focused professional with over 10 years of experience in program management, stakeholder engagement, and regulatory compliance across healthcare and aviation. Skilled in supervising diverse teams, driving customer experience improvements, and building partnerships with cross-functional stakeholders and government agencies. Proven ability to lead service initiatives, resolve escalated concerns, and use data-driven insights to enhance operations. Bilingual in English and Spanish.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Business Analyst, Health Information Management, Remote

NEXT WAVE RESOURCES
07.2024 - 05.2025
  • Supported leadership in process improvement and regulatory compliance, providing analysis and solutions for interdepartmental initiatives.
  • Developed project plans, tracked milestones, and produced executive reports to inform strategic decision-making.
  • Led documentation, training, and communication teams, ensuring collaboration and stakeholder alignment.
  • Enhanced organizational workflows through automation, improving efficiency and customer-facing service delivery.

Lead Agent, Customer Assistance Representative

ENVOY AIR- MIAMI INTERNATIONAL AIRPORT
05.2024 - 11.2024
  • Supervised and coached a team of customer service agents to ensure operational efficiency and exceptional passenger care.
  • Coordinated assistance for mobility-impaired travelers, including wheelchair and aisle chair transfers, while maintaining compliance with airport safety and security procedures.
  • Monitored airport activity, conducted required aircraft security checks, and collaborated with TSA and airline staff.
  • Managed sensitive passenger cases, including unaccompanied minors, ensuring safety and compliance with federal and airport policies.

Lead Analyst, Program Management, Remote

CIGNA HEALTHCARE
03.2022 - 12.2023
  • Directed cross-functional teams in implementing customer experience and quality improvement initiatives, ensuring compliance with CMS and NCQA standards.
  • Supervised provider engagement teams, coaching staff on trend analysis and service delivery improvements.
  • Partnered with internal leadership, vendors, and external stakeholders to drive strategic performance improvement.
  • Managed data-driven programs that elevated Medicare Advantage Star Ratings above 4.5 through enhanced provider relations and service compliance.

Appeals Coordinator, Remote

AMERIHEALTH CARITAS
09.2019 - 03.2022
  • Oversaw and resolved over 150 member and provider disputes annually, aligning resolutions with strategic business objectives and maintaining compliance standards.
  • Supervised clerical support staff in maintaining accurate documentation, compliance records, and appeals processes.
  • Acted as liaison with regulators and stakeholders to ensure Title VI and policy compliance.

Business Analyst, Remote

AMERIHEALTH CARITAS / PRESTIGE HEALTH CHOICE
04.2015 - 03.2019
  • Executed comprehensive needs analyses leading to five process improvements that supported strategic growth.
  • Developed and updated departmental training manuals and workflows to align with compliance requirements.
  • Created executive-level reports, SOPs, dashboards, and audits to support cross-functional and regulatory initiatives.

Administrative Assistant

PRESTIGE HEALTH CHOICE
03.2014 - 03.2015
  • Researched and prepared 30+ executive presentations, enhancing communication of strategic initiatives.
  • Coordinated 100+ executive appointments and events monthly, ensuring operational efficiency.
  • Assisted senior executives on special projects.

Education

Bachelor of Public Administration -

Barry University
Miami, FL
12.2026

Skills

  • Customer Engagement & Community Relations
  • Intergovernmental & Stakeholder Collaboration
  • Program & Project Management (PMP-Certified)
  • Team Leadership, Coaching & Development
  • Title VI Compliance & Regulatory Standards
  • Strategic Planning & Operational Forecasting
  • Conflict Resolution & Complaint Management
  • Data-Driven Decision Making
  • Tableau
  • Power BI

Certification

  • Project Management Professional (PMP), 2024
  • Six Sigma Master Black Belt Certification (In Progress)
  • Executive Management Certification Candidate, 2026
  • Microsoft Office Certification, 2017

LANGUAGES

English – Native/Fluent (Professional Business Proficiency)
Spanish – Native/Fluent (Professional Business Proficiency)

Timeline

Business Analyst, Health Information Management, Remote

NEXT WAVE RESOURCES
07.2024 - 05.2025

Lead Agent, Customer Assistance Representative

ENVOY AIR- MIAMI INTERNATIONAL AIRPORT
05.2024 - 11.2024

Lead Analyst, Program Management, Remote

CIGNA HEALTHCARE
03.2022 - 12.2023

Appeals Coordinator, Remote

AMERIHEALTH CARITAS
09.2019 - 03.2022

Business Analyst, Remote

AMERIHEALTH CARITAS / PRESTIGE HEALTH CHOICE
04.2015 - 03.2019

Administrative Assistant

PRESTIGE HEALTH CHOICE
03.2014 - 03.2015

Bachelor of Public Administration -

Barry University