Natasha Buenabenta
Albuquerque,NM
Summary
Dynamic Sr Operations Manager at Ascendion Inc with a proven track record in talent recruitment and process improvement. Expert in strategic planning and employee development, driving engagement and performance. Successfully developed operational procedures that enhanced team productivity and client satisfaction, fostering strong relationships across departments.
Overview
20
20
years of professional experience
Work History
Sr Operations Manager
Ascendion iNC
06.2017 - Current
- Company Overview: HP Inc Call Center Contract
- Oversaw daily operations for staff of 80+ employees
- Oversaw daily operations for staff of 6+ direct reports
- Project Client liaison
- Responsible for developing operational procedures
- Develop and roll out training and operation procedures
- Requesting and allocating corporate R&R monies
- Create staff engagement opportunities
- Train and develop leadership staff
- Supervise activities and work volumes
- Effectively communicate expectations to staffing
- Recruiting for all staff
- Responsible for scheduling and interviewing new talent
- Onboarding new staff
- Forecasting and summary reports
- Monitor metrics, provide coaching and development to staff
- Use and develop various tracking reports to assess performance metrics
- Plan and conduct effective development sessions with both management and hourly staff that drive results and expected behaviors
- Create and maintain working relationships with Client
- Work closely with Client representatives to ensure open and effective communication of expectations and successful execution
- Oversee training development
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancements or address productivity concerns
- HR policy and procedures
- Maintain proper documentation for all staff personnel information
- KPI reporting
- Established and oversaw performance targets for call center associates
- Developed quality employees within call center to take over leadership positions
- Implemented team plan, clarified roles of members, and introduced new processes to boost quality across departments
- HP Inc Call Center Contract
Management Analyst
Fair Hearings Bureau
09.2015 - 06.2017
- Company Overview: Management Analyst operational
- Coordinate between Fair Hearings Bureau, Administrative Law Judges, Medical Assistance Division, health care providers, Child Support Enforcement, Developmental Disabilities Support Division, Income Support Division, and state health/income support programs to ensure compatibility between departments and an unbiased hearing process for program recipients
- Research, analysis, registration, and submittal of fair hearing requests in a professional and timely manner, and in accordance with state and federal regulations
- Utilization of ASPEN, SHARE, Outlook, Do It and Excel
- Composition of office memorandums, and the creation of spread sheets for office optimization and management directive implementation
- Drafting and preparing legal documentation for Developmental Disabilities and Mi Via cases
- Assist in the approval and testing of FH Automated System Program and Eligibility Network (ASPEN) notices for the bureau
- Project manager of a contract for court reporting and transcription
- Analyze project data to determine specifications or requirements
- Data storage management
- Management Analyst operational
Business Operations
NM Disability determination services
05.2014 - 09.2015
- Company Overview: Business operations
- Case Management
- Analyze and solve issues
- Process Developmental Disabilities Cases; Provide top quality customer service
- Provide insight on processes/procedures
- Provide top quality customer service for the problem resolution process with a strong emphasis on professional communication, follow-up, and customer satisfaction
- Review and validate documents
- Review and manually index report on a weekly basis, completing/ submitting reports within a day of completed work
- Utilize remote desktop support through a centralized server
- Data/Document processing
- Business operations
Office Manager
Allstate Insurance Company
07.2005 - 05.2014
- Hired, managed developed and trained staff
- Coordinated special projects and managed schedules
- Oversaw day to day operations, payments, reinstatements, and new business applications
- Policy endorsements, payments, reinstatements, and new business applications in the office and by telephone
- Contacting customers for follow-ups and or giving insurance quotes
- Meet sale's goals through new product sales, cross selling, and retention of current customers
- Dedicated to continuous performance improvement of myself and others
- Utilized targeted marketing efforts to increase revenue, including emails campaigns and cold calling
- Exceptional customer service skills and applicable diagnostic sales technique
Education
Business Administration -
Western GOVERNORS’ University
Albuquerque, NM03.2025
Six Sigma Green Belt (Level 1) -
Expertrating global certification
12.2019
Project Management Practical Certificate -
UNM continuing Education
Albuquerque, NM09.2019
Associates of Applied Science - Computer Information Systems
Central New Mexico Community College
Albuquerque, NM01.2018
Skills
- Talent Recruitment
- Process Improvement
- Employee Motivation and Performance
- Leadership and People Development
- Strategic Planning and Execution
- Annual Planning
- Business Development
- Relationship and Team Building
- Organizational Development
- Cross-Functional Collaboration
- Performance Benchmarking
- Project Oversight
- Goal Setting
- Expectation Management
- Analytical and Critical Thinker
Technology Proficiencies
MS Office (Word, Excel, Outlook, PowerPoint, Access), Adobe, ASPEN, SharePoint, CDAX, Power Bi, Medallia, Geneisi, Oracle, Chrome, Safari, Edge, Explorer, Desktops, Laptops, Printers, Windows XP, 7, 10, Windows
Timeline
Sr Operations Manager
Ascendion iNC
06.2017 - Current
Management Analyst
Fair Hearings Bureau
09.2015 - 06.2017
Business Operations
NM Disability determination services
05.2014 - 09.2015
Office Manager
Allstate Insurance Company
07.2005 - 05.2014
Business Administration -
Western GOVERNORS’ University
Six Sigma Green Belt (Level 1) -
Expertrating global certification
Project Management Practical Certificate -
UNM continuing Education
Associates of Applied Science - Computer Information Systems
Central New Mexico Community College
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