Sandra V. Wiatrak
Land O Lakes,USA
Summary
Management professional with expertise in executive support, communications, and talent management. Proven track record in call center operations and merger integrations, driving profitability and fostering corporate growth. Exceptional organizational skills enable effective multi-tasking and prioritization. Proficient in handling confidential matters with discretion and adapting quickly to new technologies.
Overview
25
25
years of professional experience
Work History
Office Manager/Coordinator/Closer
HomeVestors of America/ Partners Associated in Development by Herrera LLC
Tampa, FL
12.2016 - Current
- Provide comprehensive organizational and administrative support to all members within the organization
- Manage seven lines of business in the real estate industry
- Vendor communications and payments
- Travel and Expense Management
- Manage a real estate rental portfolio of 40 plus properties
- Coordinate closing on real estate purchases
- Communicate and maintain rapport with buyers and sellers
- Provide support to the Franchise owner and his Development Agents
- Train new coordinators
- Manage calendars of all owners
- Coordinate bi-annual and annual Corporate Conventions (travel and break-out sessions)
- Finance and Budget Oversight
- Expense coding and monthly reconciliations in QuickBooks
- Maintain a CRM for leads and key external relationships
Federal Legislative Affairs Department
Moffitt Cancer Center
Tampa, FL
11.2014 - 01.2015
- Organized a Lobby Day in Tallahassee for the House of Representatives
- Conducted Advocacy training sessions for volunteers
- Orchestrated a Community Awareness Campaign
Luxury Property Liason
Hilton Reservations Worldwide
Tampa, FL
01.2012 - 07.2014
- Facilitated inbound call reservations for luxury properties, ensuring optimal guest experiences.
- Served as liaison to luxury property management, enhancing communication and service delivery.
- Delivered exceptional hospitality services to guests, addressing inquiries and resolving issues promptly.
Front Office Supervisor
Whitaker, Weintraub, Grizzard, and Prockop MD's
Tampa, FL
07.2008 - 01.2012
- Managed schedules of four physicians and laboratory
- Verified health insurance eligibility
- Managed two employees
- Handled inbound patient calls
Medicare Billing and Enrollment Frontline Leader
Humana Healthcare
Tampa, FL
09.2005 - 10.2007
- Managed administrative, HR, communication and operational performance for 23 employees handling member inquiries
- Exceeded 95% Compliance goal for Tampa Call Center consistently
- Achieved exceptional Voice of Engagement scores by exceeding the 50th percentile according to Gallup study
- 90 % of team achieved REACH incentive payout for 1st plan period
- Interviewed associates, team leads, and frontline leaders based on Targeted Selection model
- Developed staff to grow and had four associates promoted to Team Lead and 1 associate promoted to the Quality Assurance area
Fraud ACD Supervisor (Inbound)
JP Morgan Chase
Tampa, FL
10.2002 - 06.2005
- Managed administrative, HR, communication and operational performance for 22 employees identifying fraud and handling customer service side of business
- Completed compliance and risk audits
- Managed to achieve Top Team status consistently by exceeding 97%
- Managed Impact, to improve site performance by 6%
- Supported outsourcing efforts in Manila, Philippines, working with Convergys to train associates on the Fraud model. Traveled to Elgin, IL, for Train the trainer sessions.
- Adapted and coached peers on newly integrated technology
- Ensured adherence and working knowledge of government regulations
Fraud Prevention Team Lead (Outbound)
JP Morgan Chase
Tampa, FL
09.2001 - 09.2002
- Managed 15 outbound fraud prevention analysts
- Monitored Fraud Detection Rates and analyzed production reports
- Held Top Team status for six consecutive months
- Effectively motivated and coached direct reports by administering side by side's, back-end monitoring, and contests
- Utilized Impact to decrease lost hours and improve production
Fraud ACD representative (Inbound)
JP Morgan Chase
Tampa, FL
08.2000 - 08.2001
- Handled incoming fraud customer service calls dealing with lost and stolen credit card fraud
- Achieved Top performer for 12 consecutive months
- Selected as a subject matter expert to assist new hires in nesting
- Handled escalated calls when a supervisor was requested
Education
Master of Arts - Interdisciplinary Global Studies/International Relations, Latin American, Caribbean, and Latino Studies
University of South Florida (USF)
Tampa, FL12.2018
Bachelor of Arts - International Studies
University of South Florida (USF)
Tampa, FL12.2015
Undergraduate Certificate - Latin American and Caribbean Studies
University of South Florida (USF)
Tampa, FL12.2015
Internship - Human Rights in Argentina
University of South Florida Study Abroad (USFSAB)
Buenos Aires, AR07.2015
Internship - Federal Government Affairs Department
University of South Florida (USF)
Tampa, FL04.2015
Skills
- Microsoft Access, Excel, Word, PowerPoint, Publisher, Project 98, and Outlook
- Customer relationship management systems
- Employment law expertise
- Bottom line management strategies
- Coaching for performance improvement
- Sexual harassment training
- Diversity business case development
- Micro-inequities awareness
- Effective communication skills
- Meyers-Briggs assessment knowledge
- Four Strengths Profile knowledge
- Notary public certification (Florida)
Awards/Volunteerism
- Recipient of Corporate All-Star Award (JP Morgan Chase)
- Employee Portrait Campaign Award (JP Morgan Chase)
- United Way Campaign Coordinator (JP Morgan Chase)
- Selah Freedom (NGO - Non-Governmental Organization for Human Trafficking)
- Vice President of the HSA at Mother Teresa of Calcutta Catholic School - 2+ years
- Co-chair of the 2021 Mother Teresa of Calcutta Golf Tournament
- Served as the lead for sponsorship retention for the Mother Teresa of Calcutta Gala in '20,'22,'23,'24
Timeline
Office Manager/Coordinator/Closer
HomeVestors of America/ Partners Associated in Development by Herrera LLC
12.2016 - Current
Federal Legislative Affairs Department
Moffitt Cancer Center
11.2014 - 01.2015
Luxury Property Liason
Hilton Reservations Worldwide
01.2012 - 07.2014
Front Office Supervisor
Whitaker, Weintraub, Grizzard, and Prockop MD's
07.2008 - 01.2012
Medicare Billing and Enrollment Frontline Leader
Humana Healthcare
09.2005 - 10.2007
Fraud ACD Supervisor (Inbound)
JP Morgan Chase
10.2002 - 06.2005
Fraud Prevention Team Lead (Outbound)
JP Morgan Chase
09.2001 - 09.2002
Fraud ACD representative (Inbound)
JP Morgan Chase
08.2000 - 08.2001
Master of Arts - Interdisciplinary Global Studies/International Relations, Latin American, Caribbean, and Latino Studies
University of South Florida (USF)
Bachelor of Arts - International Studies
University of South Florida (USF)
Undergraduate Certificate - Latin American and Caribbean Studies
University of South Florida (USF)
Internship - Human Rights in Argentina
University of South Florida Study Abroad (USFSAB)
Internship - Federal Government Affairs Department
University of South Florida (USF)