Sonia Gonzalez
Phoenix,AZ
Summary
Dedicated and detail-oriented professional with strong communication and project management skills seeking a Business Analyst position. Experienced in office audits, data analysis, and report preparation for internal and external stakeholders. Proficient in identifying workflow and data flow gaps, conducting detailed analysis, and delivering informed recommendations. Skilled in collaborating with management to develop corrective action plans. Adept at researching and analyzing business processes, managing projects efficiently, and providing oral and written training in FAA policies and system processes for a wide variety of audiences on both technical and non-technical aspects of a project.
Overview
13
13
years of professional experience
Work History
Training Officer II
State Of Arizona - Office Of Professional Dev
06.2023 - Current
- DES Instructor Certified.
- Conducts statewide training sessions for division staff on DBME topics, involving course content preparation, participation in Train the Trainer workshops, resource gathering, and training facility setup.
- Compiles comprehensive reports on training execution, encompassing student evaluations and attendance records.
- Facilitates meetings, workshops, and various synchronous learning and development initiatives.
Management Analyst II
State Of Arizona - Office Of Program Evaluation
06.2021 - 07.2023
- Assess adherence to Federal program regulations, pinpoint and analyze deficiencies, and draft reports with recommendations for corrective measures
- Compile audit reports detailing all deficiencies and noncompliance issues in program operations, including management reports proposing correction or compliance methods, and follow-up reports assessing the effectiveness of recommendations
- Conduct comprehensive analyses and evaluations of management structures, methods, and procedures, including data collection, examination, and assessment of program achievements against established goals and objectives
- Generate comprehensive reports grounded in research, data analysis, and evaluation of specific projects, conditions, or proposals under examination, leveraging specialized knowledge to recommend appropriate actions or solutions
- Acquire information through interviews with agency personnel, eliciting responses to determine key questions, and analyzing collected data
- Collaborate with staff and liaise with representatives from various divisions, sections, or work units to coordinate decision-making, clarify information, and resolve common challenges.
Regional Management Analyst
State Of Arizona - DBME FAA
08.2018 - 06.2021
- Evaluate and oversee the quality of work, including accuracy rates, timeliness, and overall quality
- Perform statistical data analysis and interpret findings
- Demonstrate creativity and innovation in assisting staff in overcoming learning difficulties
- Analyze and disseminate error trends specific to the West II region
- Create and manage multiple metric spreadsheets consistently on a daily, weekly, and monthly basis using Excel and Google Sheets
- Leverage these metrics to proactively identify gaps and areas requiring improvement, supporting data-driven decision-making and process enhancements
- Provide on-the-job training for new hires and conduct regional workshops
- Established an on-the-job training program for all new hires in the region
- Developed, organized, and delivered refresher and training sessions tailored to diverse audiences, ranging from one-on-one sessions to larger groups of up to 140 attendees
- Monitor the progress of new hires throughout their training journey, from orientation (12-week training) through on-the-job training (8 weeks) to full production
- Develop and deliver refresher and study hall sessions based on error trends, whether individual, office-specific, or statewide
- Conduct one-on-one conferences with new BES to offer helpful tips and best practices, covering topics such as interviewing techniques, documentation, system navigation (e.g., AZTECS/HEAplus), and policy research
- Conduct interview observations, assessments, and complete call monitors for performance evaluation and improvement purposes.
Program Service Evaluator III
State Of Arizona - DBME FAA
06.2012 - 08.2018
- Collect and compile information essential for conducting interviews to determine eligibility for medical, food, and financial assistance
- Demonstrate exceptional skills and diplomacy when engaging with clients who may be confronting challenging and sensitive circumstances
- Validate client information through interactions with both internal and external stakeholders, as well as federal, state, and local entities
- Maintain adherence to agency standards within a high-volume local office, with performance evaluated against metrics and benchmarks related to service levels, accuracy, and timeliness.
Service / Quality Assurance
Advance Call Center Technologies
04.2011 - 06.2012
- Successfully managed a high-volume workload within a deadline-driven environment, consistently meeting or exceeding expectations
- Earned recognition as the primary point of contact for new representatives and addressing particularly challenging calls, providing guidance and support to both new hires and established employees
- Played a key role in achieving the highest customer service ratings, as assessed by external auditors, with a perfect 100% score in all categories, including communication skills, listening skills, problem resolution, and politeness.
Education
Associate - Arts
Arizona Western College
Yuma, AZCertificate of Completion in Public Administration -
Rio Salado College
Tempe, AZSkills
- Research and Analysis Methodologies: Proficient in employing research and analysis methodologies to gather and interpret data effectively
- Understanding of FAA Program Policies, Procedures, and Processes: Well-versed in FAA program policies, procedures, and processes, ensuring compliance and efficient execution
- Problem-Solving and Resolution: Highly skilled in problem-solving and resolution, actively listening without interruption, and providing constructive feedback to address challenges effectively
- Organization and Time Management: Strong organizational and time management skills, with meticulous attention to detail, ensuring tasks are completed efficiently
- Adaptability and Collaboration: Capable of working independently or collaboratively, even under pressure, to achieve objectives and meet deadlines
- Project Coordination: Proficient in developing project coordination structures and implementing comprehensive coordination strategies to streamline work processes and communication within projects
- Project Management: Capable of creating, maintaining, and successfully completing complex projects Skilled in overseeing project progress, ensuring tasks are executed accurately and on time
Timeline
Training Officer II
State Of Arizona - Office Of Professional Dev
06.2023 - Current
Management Analyst II
State Of Arizona - Office Of Program Evaluation
06.2021 - 07.2023
Regional Management Analyst
State Of Arizona - DBME FAA
08.2018 - 06.2021
Program Service Evaluator III
State Of Arizona - DBME FAA
06.2012 - 08.2018
Service / Quality Assurance
Advance Call Center Technologies
04.2011 - 06.2012
Associate - Arts
Arizona Western College
Certificate of Completion in Public Administration -
Rio Salado College
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