ODETTE DE LEON
Orlando
Summary
High-achieving management professional possessing excellent communication, organizational and analytical capabilities. Proficient at devising innovative solutions to resolve business and technology challenges. Experienced in leadership, training program implementation, and organizational systems optimization. Eager to advance business goals through careful team management.
Overview
10
10
years of professional experience
Work History
Director of Children's Ministry
The Grove Bible Chapel
05.2023 - Current
- Provide leadership, structure, and direction for the ministry in alignment with pastoral initiatives.
- Oversee Children’s Ministry staff and volunteer teams (130+ people).
- Prepare, coordinate, and distribute information about yearly schedule of events.
- Create, source and maintain a yearly curriculum aligned with the pastoral preaching calendar, including series, weekly themes, immersive themes, lesson materials, and teacher assignments.
- Create and maintain volunteer schedules, to ensure proper staffing for all activities.
- Conduct weekly lesson reviews and oversee weekly operations.
- Organize Volunteer Trainings and Volunteer appreciation events.
- Coordinate family support initiatives.
- Plan and execute Summer Vacation Bible School, including trainings, workdays, parent meetings, volunteer manuals and guides, and event week.
- Partner with other ministry leaders in facilities, production, media, finances, security, and administration to ensure successful events.
- Coordinate procurement and manage the ministry budget.
- Oversee recruitment efforts and conduct volunteer interviews as needed. This includes volunteer applications, background checks, and renewals.
Field Account Manager
UnitedHealth Group
09.2022 - 05.2023
- Maintained detailed records of client interactions, tracking progress towards key objectives..
- Managed a diverse portfolio of accounts, ensuring optimal service quality and customer retention.
- Coordinated resources across departments to provide comprehensive solutions for complex client challenges.
- Served as the primary point of contact for customers, addressing concerns promptly and fostering loyalty within the account base.
- Leveraged existing resources to streamline internal processes, improving efficiency in account management tasks and customer support efforts across the organization.
- Developed strong rapport with customers through active listening skills and genuine interest in their success.
- Analyzed client needs, recommending appropriate products and services to maximize value.
- Provided expertise and customer service support to stakeholders.
- Conducted virtual and in person open enrollment meetings, in both English and Spanish.
- Acted as a strategic partner and consultative resource to the customer, ensuring a seamless service experience.
- Trained customers to utilize reporting and data analysis tools.
- Partnered with Sales Account Management Directors, Executives, and support teams to address escalated issues effectively.
- Reviewed and corrected key account documents prior to release.
- Led the resolution process, increasing client satisfaction.
Customer Specialist | Service Account Manager
UnitedHealth Group
10.2021 - 09.2022
- Enhanced customer experience by providing personalized service and tailored solutions.
- Served as the liaison to a complex customer base, managing first level response and resolution of escalated issues.
- Detected and resolved operational inefficiencies using clearly defined processes.
- Investigated claims and customer service issues providing resolution to customers.
- Listened to customer feedback to improve service quality and customer satisfaction.
- Collaborated with teams across departments to streamline processes and improve customer service.
Financial Aid Advisor
Valencia College
09.2017 - Current
- Participate in the hiring and onboarding of new employees.
- Train staff on new technology systems implemented at the institution.
- Design electronic onboarding trainings on LMS platforms.
- Assist with COVID19 staff transition to a remote environment and back to premises.
- Develop and maintain key partnerships with key stakeholders to accomplish grant objectives.
- Collaborate in the creation and translation of educational videos, flyers, and resources pertaining to grant programs.
- Participate in committees to re-evaluate and edit college wide forms for comprehensiveness and intuitiveness.
- Provide in-depth guidance to staff and families regarding Title IV funding federal regulations.
- Manage diverse projects in order to meet grant goals and objectives within appropriate timelines.
- Review income tax returns, INS documents, Social Security Administration documents and other financial materials to determine accuracy of application and eligibility status.
- Access secure federal and state web sites to process files.
- Reconcile reports of discrepant data and authorize changes to resolve records.
- Serve on student Appeals Committee to reinstate federal funding.
- Evaluate and select scholarship recipients with committee for selected degree programs
- Attend taskforce meetings to convey the progress of grant initiatives.
Financial Learning Coordinator
Valencia College
09.2017 - Current
- Recruit, hire and onboard new employees for Financial Learning Program.
- Design, develop and implement leadership development activities and programs including but not limited to team meetings, workshops, and online courses.
- Identify and evaluate leadership development competencies of staff.
- Build relationships with leaders and key stakeholders to create meaningful partnerships across the institution.
- Demonstrate ability to influence senior leaders during facilitated experiences.
- Demonstrate ability to engage in constructive conflict, and manage interpersonal dynamics.
- Develop and critique program facilitation outlines, slides, and classroom handouts.
- Develop, organize, conduct, and evaluate existing training programs.
- Possess deep knowledge in facilitation area of expertise, including: delivery of in-person and virtual programs, workshops, and executive leadership events.
- Facilitate in-person classroom presentations of both large and small groups.
- Apply blended learning styles to ensure each learner is being served.
- Conduct needs assessments and research to inform the design of programs to meet identified needs.
- Create monthly publications addressing diverse topics.
- Evaluate the effectiveness of programs on business metrics to inform enhancements and improvements.
- Demonstrate effective project management and program roll-out.
- Practice the following key skills: coaching, facilitation, supporting and leading change, strategic thinking, organizational/business dynamics, operational effectiveness, communication, teaming and collaboration.
Lead Administrative Assistant
Valencia College
06.2016 - 09.2017
- Supported departmental clerical activities.
- Performed office management functions and coordination.
- Scheduled student appointments in accordance with counselor calendars.
- Scheduled/reserved boardrooms and prepared for meetings as directed.
- Prepared requisitions for supplies and materials.
- Operated standard office equipment as needed to perform tasks.
- Retrieved, organized, and analyzed workshop data college-wide.
- Organized campus-wide workshops.
- Created an efficient system for travel funds requests to ensure consistent implementation of travel policies.
- Produced paper and electronic training resources for incoming staff assistants.
- Utilized computer programs, such as Who's Next, to connect students to advisors and protect confidential information.
- Scheduled and organized interviews for selected job candidates.
- Administered campus wide surveys to assess student success, student satisfaction, and to promote retention.
Project Coordinator
El Osceola Star News Paper
01.2016
- Maintained and monitored project plans, project schedules, work hours, and participants.
- Attended, and participated in stakeholder meetings.
- Ensured project deadlines were met.
- Determined project changes and developed project strategies.
- Undertook project tasks as required.
- Ensured projects adhered to frameworks and all documentation was maintained appropriately for each project.
- Assessed project risks and issues and provided solutions where applicable.
- Ensured stakeholder views were managed towards the best solution.
- Produced, proofread, corrected, and translated newspaper and magazine content.
Office Manager
AMP Performance Group
01.2015
- Ensured client satisfaction and maintained positive client relations.
- Completed files submitted by agents through follow-ups and document submissions.
- Assisted in obtaining records and documents from third parties.
- Registered team members for background checks and followed-up on state license appointments.
- Obtained Life Insurance State License to meet auditing requirements as I reviewed sensitive costumer information.
- Utilized online company systems to track the progress of client files.
Education
Certification #80210282 - Agile Project Management Fundamentals
Management And Strategy Institute
Certification #80475014 - Six Sigma Lean Green Belt in Healthcare
Management And Strategy Institute
Certification #: 77899742 - Project Management Essentials Certified
Management And Strategy Institute
Certification #77965953 - Lean Six Sigma White Belt Certified
Management And Strategy Institute
Bachelor of Science - Business And Organizational Leadership
Valencia College
12.2023
2-15 Resident Health And Life State License - Health & Life (Including Annuities & Variable Annu
State of Florida
10.2022
Certificate - Value Realization Best Practices For CSM
LinkedIn
02.2022
Certificate - Strategic Agility
LinkedIn
02.2022
Certificate - Onboarding And Adoption Best Practices For CSM
LinkedIn
02.2022
Certificate - Interpersonal Communication
LinkedIn
02.2022
Certificate - HR: Building A Performance Management System
LinkedIn
02.2022
Certification# 111568091 - Human Resources Change Management
Management And Strategy Institute
02.2022
Certificate - Customer Success Management Fundamentals
LinkedIn
02.2022
Certification - Executive Management
Management And Strategy Institute
01.2022
Certification - Verification
National Association of Student Financial Aid Admi
10.2021
Certification - Satisfactory Academic Progress
National Association of Student Financial Aid Admi
10.2021
Certificate - Management Leadership Credential ID #30945754
Saylor Academy
04.2021
Associate - Arts Associate General Studies
Valencia College
01.2016
Skills
- Excellent written and verbal communication skills
- Performance improvements
- Systems implementation
- Workforce training
- Project development and lifecycle
- Schedule management
- Customer Relationship Management
- Conflict management
- Account development and networking
- Engaging Presentation Skills
- Mentoring
- Budget control
- Program Analysis
- Human Resources Allocation
- Talent Acquisition
- Employee Handbook Development
- Leadership Training and Development
- Onboarding Experience
- Confidential Document Control
- Process Optimization Expertise
- Employee Feedback and Recognition
- Work flow planning
- Data review
- Advanced Microsoft Office Skills
- Baseline schedules creation
- Document management
- Client rapport
- Ellucian Banner
- Microsoft Suit
- LMS Administration
- Outlook, Teams, SharePoint and Office 365
- Expertise in employee and client satisfaction software (Qualtrics)
- Telecommuting experience
- Eager to learn and grow
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Affiliations
Regional Youth Ministries Leadership Team Member
2016 to 2020
Church of God of Prophecy, South Hispanic Region
- Participated in the design, logistics, and execution of regional events, such as: concerts, camps, and conventions.
- Provided verbal and written translation services during regional, district, and local events for hundreds of participants.
- Managed payments, contracting, and communication with third party vendors, while communicating changes and requesting approvals from executive leadership.
District Youth Leader
2015 to 2017
Church of God of Prophesy, South Hispanic Region, District 4 Kissimmee, FL
- Directed and executed events with local youth leaders team aimed at involving and uniting the youth in the district (7 churches, 100+ youth).
- Managed events' budgets, and vendors.
- Led meetings with various team members and delegated functions for successful event execution.
Local Youth Leader
2013 to 2020
Church of God of Prophecy, South Hispanic Region Kissimmee, FL
- Collaborated with senior church leadership in order to keep youth ministry in alignment with church vision, relay information to youth ministry leadership committee, orchestrate teaching series, and plan local youth ministry events.
- Maintained communication with parents to provide support in resolving youth personal matters.
- Participated in church member budget meetings and assisted with minutes keeping.
Accomplishments
- Managed 130+ volunteers to conduct the largest local event at The Grove Bible Chapel, exceeding registration goal and prior year attendance.
- Created Account Management Sharepoint for UMR, UnitedHealth Group Account Managers.
- Valencia College featured colleague in recognition of my efforts to create access to higher education.
- Two published departmental on-boarding courses at Valencia College.
- Published Financial Literacy article by the Florida Association of Student Financial Aid Administrators.
- Published article by collegewide newsletter regarding new technologies for students and staff.
Contact
Odettefdeleon@gmail.com | 407-988-9208
Timeline
Director of Children's Ministry
The Grove Bible Chapel
05.2023 - Current
Field Account Manager
UnitedHealth Group
09.2022 - 05.2023
Customer Specialist | Service Account Manager
UnitedHealth Group
10.2021 - 09.2022
Financial Aid Advisor
Valencia College
09.2017 - Current
Financial Learning Coordinator
Valencia College
09.2017 - Current
Lead Administrative Assistant
Valencia College
06.2016 - 09.2017
Project Coordinator
El Osceola Star News Paper
01.2016
Office Manager
AMP Performance Group
01.2015
Certification #80210282 - Agile Project Management Fundamentals
Management And Strategy Institute
Certification #80475014 - Six Sigma Lean Green Belt in Healthcare
Management And Strategy Institute
Certification #: 77899742 - Project Management Essentials Certified
Management And Strategy Institute
Certification #77965953 - Lean Six Sigma White Belt Certified
Management And Strategy Institute
Bachelor of Science - Business And Organizational Leadership
Valencia College
Associate - Arts Associate General Studies
Valencia College
2-15 Resident Health And Life State License - Health & Life (Including Annuities & Variable Annu
State of Florida
Certificate - Value Realization Best Practices For CSM
LinkedIn
Certificate - Strategic Agility
LinkedIn
Certificate - Onboarding And Adoption Best Practices For CSM
LinkedIn
Certificate - Interpersonal Communication
LinkedIn
Certificate - HR: Building A Performance Management System
LinkedIn
Certification# 111568091 - Human Resources Change Management
Management And Strategy Institute
Certificate - Customer Success Management Fundamentals
LinkedIn
Certification - Executive Management
Management And Strategy Institute
Certification - Verification
National Association of Student Financial Aid Admi
Certification - Satisfactory Academic Progress
National Association of Student Financial Aid Admi
Certificate - Management Leadership Credential ID #30945754
Saylor Academy
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