LISSELOTTE LINARES

Supervised bilingual (English/Spanish) operational teams handling complex issue resolution and document processing within a government-contracted program.

• Managed two operational teams including linguists and bilingual specialists
• Coordinated daily workflow to ensure SLA compliance and client schedule adherence
• Resolved high-complexity escalations and ensured quality documentation standards
• Conducted trend analysis to reduce processing errors
• Managed employee performance, evaluations, and corrective action plans
• Oversaw payroll approvals and workforce coordination

Lead operational oversight for multiple product lines within a government contract environment, ensuring compliance, productivity, and quality standards are consistently met or exceeded.

• Manage and develop team members across diverse service lines, ensuring alignment with contract requirements and operational goals
• Drive performance improvement initiatives using root cause analysis to reduce recurring errors and increase productivity
• Oversee KPI tracking, productivity metrics, and quality control reporting
• Ensure audit readiness through documentation control, policy enforcement, and procedural compliance
• Approve and validate weekly payroll/timekeeping in Deltek system
• Conduct performance evaluations, coaching sessions, and structured improvement plans (SMART Plans & PIPs)
• Identify operational trends and proactively implement corrective action plans
• Maintain strict adherence to confidentiality standards (PII handling)

Handled complex case processing and administrative functions requiring high-level procedural interpretation and regulatory compliance.

• Verified statistical and financial documentation for accuracy
• Maintained secure electronic and manual records
• Resolved client complaints and administrative discrepancies
• Ensured adherence to procedural and regulatory guidelines