SARAH GODFREY RODRIGUEZ
San Antonio,Texas
Summary
Dynamic and results-oriented Project Manager with a diverse background spanning technical program management, operations analysis, quality assurance, and sales within the healthcare and insurance industries. With a strong foundation in project management methodologies and a keen understanding of data operations, I bring a wealth of experience in leading cross-functional teams, driving process improvements, and delivering innovative solutions to complex challenges
Overview
14
14
years of professional experience
Work History
TECHNICAL PROGRAM MANAGER
Bestow
12.2023 - Current
- Led project management efforts for both data engineering and data analytics teams, ensuring efficient execution of projects and initiatives
- Facilitated scrum ceremonies for data analytics and data engineering teams, fostering collaboration and driving project progress
- Managed JIRA boards for data teams and initiatives, overseeing task assignments, progress tracking, and issue resolution
- Spearheaded financial testing activities during the onboarding process of a new partner, ensuring compliance and accuracy in financial data handling
- Collaborated with Product Managers, engineering, and operations teams to assess risks, evaluate impacts on data, estimate work efforts, and define project timelines for product releases
- Orchestrated multiple projects concurrently, overseeing project scope, timelines, and stakeholder engagement to ensure successful project outcomes.
OPERATIONS ANALYST
Bestow
01.2021 - 12.2023
- Collaborated cross-functionally with Project Managers, leadership, IT, product managers, customer service teams, engineering, and data teams to gather business requirements, scope projects, define timelines, and map current and desired future states
- Conducted user acceptance testing for new product launches and partner onboarding initiatives
- Led analysis and facilitated user acceptance testing for Salesforce Implementation, including department discovery meetings, optimization post-implementation, and basic wireframing for UI enhancements
- Managed the implementation of telephony system switch from JustCall to Ring Central, including phone tree mapping, testing, and serving as the primary contact for RingCentral
- Implemented Quality programs for customer service teams, including audit sheet creation, point allocation, review processes, system selection, training, and reporting
- Led process improvement initiatives for Quality reviews of direct marketing partners, identifying areas of opportunity and developing best practices for future partner reviews
- Implemented NPS and CSAT survey system Stella Connect, overseeing system administration, departmental training, and serving as the primary contact for the account manager
- Developed submission processes to ensure compliance with CCPA requirements, collaborating cross-functionally with legal, compliance, developers, and data teams on process creation
- Participated in quarterly alignment meetings with Insurance Operations and Engineering teams to plan sprints, prioritize major projects, and present detailed project timelines, scopes, and impacts.
SENIOR QUALITY ASSURANCE SUPERVISOR
Medtronic
01.2015 - 01.2021
- Managed transition of Quality Assurance team to vendor, resulting in a 101% productivity increase within three weeks
- Partnered with offshore leadership to meet Quality review accuracy targets of 98% within one month
- Led cross-functional efforts to enhance quality program, resulting in a 95% improvement in overall Quality score since 2017
- Developed and implemented integrated quality management program for medical device reprocessing
- Enforced Quality Assurance policies and procedures, advising top leadership on management system procedures
- Identified and addressed gaps in quality assurance systems, ensuring compliance and efficiency
- Led projects, monitored progress, and adjusted plans to meet objectives
- Prepared reports on QA effectiveness, Quality scores, and trend analysis
- Coordinated with compliance, legal, training, and process improvement activities
- Developed key relationships and contributed to the implementation of Verint Speech Analytics
- Received Customer Service Excellence award in 2016 for meeting performance targets.
PRINCIPAL CUSTOMER SERVICE QUALITY ASSURANCE ANALYST
Medtronic
01.2012 - 01.2015
- Identified improvement areas and assisted inside sales professionals in enhancing their quality and Customer Satisfaction scores
- Provided actionable feedback on behaviors and soft skills, contributing to successful customer experiences
- Generated regular reports on customer satisfaction, performance, and emerging issues
- Conducted root-cause analysis, developed logical conclusions, and recommended suitable solutions
- Ensured procedures effectively enhanced customer experience, sales skills, and minimized legal and compliance risks.
DIABETES THERAPY SALES ASSOCIATE
Medtronic
01.2010 - 01.2012
- Sold Medtronic Insulin Pump and Continuous Glucose Monitoring system
- Served as primary liaison for field sales team, insurance providers, physicians, and patients
- Advised patients on insurance benefits and coverage to clarify out-of-pocket expenses
- Fostered strong relationships with field representatives and physician offices through ongoing communication.
Education
Bachelor of Arts - Communication Public Relations
The University of Texas
San Antonio, Texas01.2010
Skills
- People Leadership
- Cross functional Leadership
- Project Management (6 years)
- Strategic Planning
- Fostering strong relationships
- Customer Service Mindset
- Quality Assurance
- Standard Operating Procedure
- Process Improvement
- Operations Management
- Analytical Skills
- Performance Management
- Time Management
- Process Mapping
- User Acceptance Testing
Systems
- MS Office Suite
- MS Project
- Google Cloud Platform
- Lucidchart
- Confluence
- Verint
- Salesforce
- Centricity
- Stella Connect
- JIRA
Timeline
TECHNICAL PROGRAM MANAGER
Bestow
12.2023 - Current
OPERATIONS ANALYST
Bestow
01.2021 - 12.2023
SENIOR QUALITY ASSURANCE SUPERVISOR
Medtronic
01.2015 - 01.2021
PRINCIPAL CUSTOMER SERVICE QUALITY ASSURANCE ANALYST
Medtronic
01.2012 - 01.2015
DIABETES THERAPY SALES ASSOCIATE
Medtronic
01.2010 - 01.2012
Bachelor of Arts - Communication Public Relations
The University of Texas
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