Twynisha Pete
Ontario,California
Summary
Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
23
23
years of professional experience
Work History
Operations Manager
The BBOP Center (Time for Change Foundation)
11.2023 - Current
- Currently overseeing daily operations, ensuring deadlines and budgets are met, improving program efficiency for the BBOP academy, admissions and center.
- Increased business development with strategic planning, achieving measurable growth by 44% within first six months of hire.
- Lead cross-functional teams to achieve strategic objectives and deliver impactful results.
- Spearheaded transformative initiatives that align with the foundation's mission, driving long-term growth and expanding community impact.
Administrative Facilitator
Pivot Park LLC
06.2022 - 11.2022
- Responsible for client and provider contracts record management, treatment plans, scheduling, resource coordination, billing, and financial administration for an Applied Behavior Analysis therapy organization
- Optimized client and contract management processes, including eligibility determination, onboarding, and staff scheduling, resulting in increased operational efficiency and timely service delivery
- Provided executive-level administrative support including phones, travel, complex calendaring and scheduling
- Collaborated with clinical teams to ensure regulatory compliance and enhance service delivery, offering exceptional customer service, technical assistance, quality improvement oversight, and maintained regulation compliance.
Staff Analyst II (Contract)
County of San Bernadino
01.2022 - 06.2022
- Managed county's affordable housing program ERAP ($56.8 million) by overseeing vendor contracts, including reconciliation of grant balances and budget analysis
- Identified and resolved outstanding debts and inconsistencies in vendor contracts, resulting in a 20% reduction in overdue payments and improved financial accuracy
- Prepared and submitted bid proposals, BAI's (Board Agenda Items), grant proposals & closeouts, and conducted budget management analysis and reports that analyzed financial data for vendor contracts
- Identified trends and made recommendations involving the formulation of new policies and procedures to optimize vendor contract management
- Provided IT solutions, training and guidance to staff members involved in contract management, ensuring a consistent and standardized approach across the organization
- Provided exceptional customer service by promptly handling inquiries and complaints regarding vendor accounts, achieving a 90% customer satisfaction rate and resolving issues efficiently.
Administrator
TCS Services
01.2015 - 12.2021
- Managed vendor contracts & account balances, identified and resolved outstanding debts and inconsistencies, resulting in a 15% reduction in overdue accounts within six months
- Streamlined billing processes by collecting and organizing data, leading to a 20% decrease in billing errors and improving invoice accuracy, data and contract management
- Issued invoices and customer account statements through various channels, increasing on-time payments by 10% and improving customer satisfaction
- Successfully reduced outstanding claims by 25% through proactive monitoring and resolving issues to prevent them from exceeding the 30-day overdue mark
- Played a key role in evaluating invoices and billings, contributing to a 30% increase in billing efficiency for both Supplemental and Contract Maintenance Inspection (CMI) contracts.
Child Care Director
Treetop Learning House
11.2012 - 12.2016
- Successfully managed the daily operations and P&L of a licensed family home early child care and preschool program, ensuring a nurturing and stimulating environment for children.
- Designed and implemented a comprehensive and engaging curriculum, leading professional development sessions for staff and conducting regular evaluations to enhance teaching quality.
- Developed and coordinated the Therapeutic Integration Plans (TIP) program, closely monitoring children's progress and adapting interventions to meet their individual needs.
- Provided thorough staff training and implemented effective risk management strategies to ensure compliance with state regulations and contractual requirements.
HCS Regional Director
Arrow Child & Family
10.2009 - 10.2012
- Ensured State regulatory compliance with HCBS/RCF (Home & Community Based Services) - Medicaid waiver and Medicaid service delivery for the developmentally disabled across North and East Texas
- Provided case management for Level D consumers, supervising service coordinators, conducting compliance reviews at Residential (RCF) and Intermediate Care (ICF) Facilities
- Managed billing service coordination, incident/risk management, and maintained compliance with State regulations
- Conducted case management, in-services, and delivered risk management training throughout the Texas region.
Quality Improvement Specialist (Contract)
Penny Lane Centers
04.2011 - 01.2012
- Coordinated state regulatory, accreditation, clinical quality, and crisis control for grant-based programs in residential behavioral health treatment centers, ensuring high-quality service delivery
- Implemented residential (RCF) facility performance improvement projects, resulting in increased efficiencies and enhanced outcomes
- Led new hire QI/Risk Management training and supervised data management systems to ensure accurate and comprehensive documentation
- Successfully reduced special incident reporting of RCFs and behavioral programming by 35% within an 8-month period.
Autism Treatment Specialist
Metro Care & Under the Umbrella
08.2008 - 10.2009
- Developed and managed individualized behavioral assessments, data collection, and treatment services for children with autism and MHMR disabilities using ABA approaches
- Designed ability-based curriculum and instruction evaluations, including strategic program evaluation
- Collaborated with BCBA's, therapists, and staff to create curriculum, behavior supports, and intervention plans for program clients.
Director of Health Services
Farmington Place Health Care
08.2006 - 08.2009
- Managed state Medicaid waiver, TDH Connect billing, program evaluation, customer service, technical assistance, assessments, grant management, budgets, and ensured compliance with state regulations
- Increased enrollment from 41 to 112 consumers in Medicaid waiver programs, HCBS, and CLASS within 11 months of hire
- Monitored and provided case management and supervision for residential care facilities (RCF)
- Managed over 100+ employees, including new hire training, volunteers, and health professionals such as RNs, therapists, DSA (Direct Service Agency)s, and DME (Durable Medical Equipment) providers.
Program Director
La Petite, KinderCare, YMCA
07.2001 - 08.2006
- Responsible for all daily and long-term operations of preschool, Head Start, non-profit & after-school programming
- Oversaw recruiting, hiring, training, scheduling, human resources, and discipline issues regarding staff
- Developed curriculum and enrichment activities
- Recognized for exceptional performance and promoted from Lead Teacher to Program Director within six months of recruitment, starting from an internship
- Maintained confidential staff and student files, financial accounts, and center budget
- Ensured that the center continuously exceeded state licensing requirements and national accreditation
- Successfully managed the daily operations and P&L of a licensed family home early child care and preschool program, ensuring a nurturing and stimulating environment for children
- Designed and implemented a comprehensive and engaging curriculum, leading professional development sessions for staff and conducting regular evaluations to enhance teaching quality
- Developed and coordinated the Therapeutic Integration Plans (TIP) program, closely monitoring children's progress and adapting interventions to meet their individual needs
- Provided thorough staff training and implemented effective risk management strategies to ensure compliance with state regulations and contractual requirements.
Education
Master of Arts - Education
08.2008
Bachelor of Science - Child Development
12.2005
Skills
- Data Analysis
- Project Management & Support
- Conflict Resolution
- Training and Development
- Customer Onboarding
- Performance Metrics Analysis
- Active Listening
- Analytical & Creative Thinker
- Regulatory Requirements
- Team Building & Leadership
- Operations Oversight
- Customer Relationship Management
- Process Improvements
Personal Information
Title: Administrator
Timeline
Operations Manager - The BBOP Center (Time for Change Foundation)
11.2023 - Current
Administrative Facilitator - Pivot Park LLC
06.2022 - 11.2022
Staff Analyst II (Contract) - County of San Bernadino
01.2022 - 06.2022
Administrator - TCS Services
01.2015 - 12.2021
Child Care Director - Treetop Learning House
11.2012 - 12.2016
Quality Improvement Specialist (Contract) - Penny Lane Centers
04.2011 - 01.2012
HCS Regional Director - Arrow Child & Family
10.2009 - 10.2012
Autism Treatment Specialist - Metro Care & Under the Umbrella
08.2008 - 10.2009
Director of Health Services - Farmington Place Health Care
08.2006 - 08.2009
Program Director - La Petite, KinderCare, YMCA
07.2001 - 08.2006
University of Phoenix - Master of Arts, Education
Langston University - Bachelor of Science, Child Development
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