Hi, I’m
Raul San Torres
Vail,USA
Summary
Results-driven business analyst with 3 years of experience implementing process improvements across multiple business lines resulting in a 30% increase in quality results. Proficient in developing and executing comprehensive testing for new tools, resulting in a 20% work stream efficiency improvement and a cost savings $180,000 a year. Proven track record of strong organizational skills and effective communication, with experience collaborating with cross-functional teams to achieve business objectives.
Overview
12
years of professional experience
1
Certification
Work History
Optum Financial
Service Account Management Supervisor
03.2025 - Current
Job overview
- Manage cross-functional teams to consistently meet SLAs and MBOs, driving operational excellence.
- Lead process improvement and cost optimization initiatives to achieve key business objectives.
- Coach and develop supervisors and team leads, fostering leadership growth and performance improvement.
- Drive people, development, and engagement strategies to maintain a highly motivated workforce.
- Ensure quality assurance and compliance with internal policies, external regulations, and security standards.
- Implement robust performance management techniques, and monitor trends to sustain high productivity.
- Formulate solutions for operational challenges, and establish sustainable governance models.
- Influence senior leadership to adopt innovative ideas and approaches for organizational success.
- Lead large, complex projects from design to execution, delivering measurable business impact.
- Translate complex concepts into actionable strategies for diverse stakeholders and audiences.
OptumRx
Business Analyst
03.2021 - Current
Job overview
- Conduct comprehensive business analysis across multiple business lines to enhance processes, mitigate errors, and achieve cost savings.
- Serve as a subject matter expert to team members, supervisors, and management staff.
- Effectively communicates and delivers comprehensive reports to critical stakeholders, ensuring project alignment with overall business objectives.
- Create quality audit forms with a detail review of client process document alignment, incorporating assigned point values to identify defects for senior leader review.
- Expert in creating workflows utilizing formulas and adept at analyzing multiple reports to extract workload for the month.
OptumRx
Customer Services Supervisor
10.2016 - 03.2021
Job overview
- Accountable for supervising the daily activities of business support, technical, or production teams.
- Expert in capturing, analyzing, and evaluating data to determine appropriate course of action and initiate change.
- Provide coaching, feedback, and annual performance reviews, as well as implementing formal corrective action.
- Collaborate with other lines of business to assist with projects and training materials to support new teams.
- Spanish project lead and developer with a proven track record of achieving 85% improvement in customer satisfaction.
OptumRx
Quality Auditor
03.2014 - 10.2016
Job overview
- Conduct comprehensive audits across multiple departments.
- Deliver detailed feedback and reports to team members on audit results.
- Utilize analytical skills to develop recommendations aimed at reducing errors and improving process performance.
- Conducts Spanish language audits and training.
Education
Pima Community CollegeTucson, AZ
No Degree from Law Enforcement
University Overview
- Professional Development: Completion of Border Patrol academy 647 hours.
- Awarded Federal Law enforcement training pistol course sharpshooter award.
- Relevant Coursework: Law enforcement & baccalaureate/ associate degree or in the upper division 3 semester hours of in Immigration and Nationality law.
- Relevant Coursework: Law enforcement & baccalaureate/ associate degree or in the upper division 3 semesters hours in Criminal investigation.
- Relevant Coursework: Law enforcement & baccalaureate/ associate degree or in the upper division 3 semester hours human relations.
- Ranked in Top 10% of border patrol class.
- GPA: 3.0 GPA
Skills
- Data Analysis
- Requirements Gathering
- Microsoft Office Suite
- Project Management
- Microsoft Excel Mastery
- Business process improvement
- Quality assurance
- Staff Management
- Internal Auditing
- Tableau
- Stakeholder Communication
Certification
- Agile, Optum University - 2021-06-06
- Root Cause Analysis 2024-10-21
- Certified P.O.S.T, Federal Law
LANGUAGES
Spanish
Native or Bilingual
Timeline
Service Account Management Supervisor
Optum Financial
03.2025 - Current
Business Analyst
OptumRx
03.2021 - Current
Customer Services Supervisor
OptumRx
10.2016 - 03.2021
Quality Auditor
OptumRx
03.2014 - 10.2016
Pima Community College
No Degree from Law Enforcement