Veronica Sanchez
San Antonio,TX
Summary
Dynamic Program Manager with extensive experience at Texas Health and Human Services, adept at leading cross-functional teams and enhancing operational efficiency. Proven track record in strategic planning and process improvement, fostering strong relationships while ensuring compliance with regulations. Skilled in data analysis and committed to delivering exceptional customer service. Able to adapt well to different environments
Experienced and motivated administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.
Overview
20
20
years of professional experience
Work History
Administrative Assistant
Amer Technology
09.2024 - 05.2025
- Supported daily office operations by managing scheduling and correspondence.
- Assisted in organizing meetings and preparing necessary materials for participants.
- Maintained accurate filing systems to ensure easy access to documents and records.
- Handled incoming inquiries, providing information and directing them to appropriate departments.
- Utilized office software for data entry, document creation, and communication tasks.
- Contributed to team projects by assisting in research and compiling relevant information.
- Adapted quickly to new technologies and processes to enhance administrative efficiency.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems. This included adhering to non disclosure agreements about specific company operations.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues. This included regularly communicating with staff from other countries, in different time zones to ensure smooth company operations.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records. This included collaborating with company accountants and other administrators to ensure the effective and accurate delivery of information and services.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained inventory of office supplies and placed orders.
- Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
- Conducted research for project proposals, compiling information that supported winning bids. Once information was gathered this information was presented to the president of the company for approval. Once approval was received policy and procedure was followed to ensure the project carried out in a timely and effective manner.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Conducted property management duties for a property owned by the President of the company which consisted of 9 business vendors including Starbucks. These duties included, but were not limited to, collecting rent, making deposits, keeping triple net accounts, overseeing property maintenance vendors, keeping cash flow logs, obtaining bids for maintenance vendors, community with tJobtenants regularly.
- Job consisted of being the personal assistantJob the President of the company. This included managing his personal appointments, home insurance, life insurance, car insurance, personal mail, personal credit cards, etc.
Program Manager
Texas Health and Human Services Customer Care Centers
10.2019 - 02.2022
- Led a team of 75 employees which included, administrative assistants, clerical staff, assistant supervisors, eligibility staff and supervisory staff.
- Managed operations to ensure delivery of eligibility services in a timely and accurate manner according to state and federal regulations.
- Developed and maintained systems to monitor operations and ensured compliance with policies and procedures in assigned area. Analyzed program performance metrics to identify trends, drive decision-making, and optimize resource allocation. Executed risk management strategies that mitigated potential issues and safeguarded program objectives.
- Collected, organized, analyzed, and prepared material in response to requests for information, complaints, and reports.
- Reviewed and approved all staffing and personnel actions, evaluated program operations to recommend modifications and developed efficiencies when needed and provided a variety of narrative and statistical reports regarding performance standards and staffing needs.
- Worked with the general public, regional management, and State Office staff to resolve inquiries/issues in an effective and timely manner.
- Participated in program analysis with regional management staff.
- Selected, managed, and developed staff through conferences, mentoring, training, and performance appraisal.
- Managed time and leave, payroll, and personnel actions.
- Worked occasional overtime, as required by management, outside of normal hours of operation, which included weekends when called upon.
- Worked in a demanding, rapid-paced and developing environment.
- had extensive knowledge of local, state, and federal laws and regulations related to agency programs.
- Had extensive knowledge of Cash Assistance, SNAP (Food Stamps), and medical eligibility programs, including Medicaid for the elderly and people with disabilities, pregnant women, families, and/or children.
- Managed customer service operations and supervising staff.
- Made decisions and solved problems involving varied levels of complexity, ambiguity, and risk
- Selected, managed, and developed staff.
- Monitored and evaluated unit performance and developed appropriate corrective action plans in accordance with agency policy.
- Trained, directed and monitored the work of others via various metrics and agency platforms.
- Communicated effectively, orally and in writing.
- Operated a personal computer and use of software such as Microsoft Office applications.
- Established and maintained effective monitoring systems.
- Developed and evaluated administrative policies and procedures.
- Developed and established effective working relationships.
- Planned, organized, assigned, and monitored work for all levels of staff.
- Gathered, assembled, correlated, and analyzed facts.
- Led cross-functional teams to execute strategic program initiatives, enhancing organizational alignment and efficiency.
- Developed comprehensive project plans, ensuring timely delivery of key milestones and stakeholder engagement.
- Implemented process improvements that streamlined operations, reducing redundancies and increasing team productivity.
- Facilitated regular status meetings with Supervisory staff to assess progress of their assigned teams, addressed concerns, and adjusted strategies as needed. This often included meeting with supervisors individually to address specific concerns within their team and to assist them in coming up with strategies to address these concerns with their teams or an individual staff member so that they could set clear objectives and achievable milestones for their teams while remaining in compliance with agency policies and expectations. Coached team members on professional development opportunities, contributing to improved overall performance.
- Built teams to address project goals and objectives for multiple projects.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Worked with other subject matter experts to develop and implement mentoring programs to promote better learner experiences. This also consisted of State leadership assignments to projects geared toward improving state operations for both the customer and the employee.
- Attended work training and development conferences regularly, to improve on program managing skills and to network with other State Leadership.
- Researched industry best practices in support of training development and program content.
- Interacted with customers and clients to identify business needs and requirements.
- Assisted in recruiting, hiring and training of team members.
- Handled escalated calls from irate customers to assist lower-level employees and maintain excellent customer service. This assisted in my own continued development of customer service skills and helped to keep connected with the community.
Program Supervisor
Texas Health and Human Services
08.2013 - 09.2019
- Led a team of 20 employees, including administrative assistants, clerical staff and eligibility advisors
- Led program initiatives, ensuring alignment with organizational goals and stakeholder expectations.
- Developed and implemented training programs to enhance team performance and operational efficiency.
- Streamlined communication processes among departments, improving project collaboration and execution timelines.
- Mentored staff, fostering professional growth and enhancing team capabilities in program management.
- Supervision and Personnel Management: Planned, Assigned and supervised the daily work of eligibility staff, conducted performance evaluations, managed time and leave for all unit staff
- Workload management: monitored staff productivity, managed case files to ensure compliance with agency policies
- Policy and compliance: Interpreted and applied complex state and federal regulations to eligibility determinations; reviewed case investigations for quality assurance
- Training and development; provided technical assistance, conducted training and ensured staff were competent in their roles and in using system tools and procedures Reportingting and administration: prepared reviewed and analyzed management reports, productivity studies and correspondence regarding program activities. Operationalional planning; set unit goals, scheduled priorities and implemented improvements to service delivery
- Decision making: was involved in high level decision making and utilized strong communication skills (both verbally and in writing) for interacting with clients, staff and other management
- Analyzed program metrics to identify trends and drive data-informed decision-making for continuous improvement.
- Coordinated cross-functional teams to successfully launch new projects, meeting deadlines and quality standards.
- Implemented process improvements that increased productivity while maintaining high-quality service delivery standards.
- Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming events related to the program they supervised.
- Evaluated staff performance regularly and in accordance with agency policies/expectations, using data-driven insights to inform future decision-making processes. Utilized this information to conduct both coaching and counseling sessions with staff to facilitate improvement and to identify areas where further support was needed.
- Demonstrated strong leadership skills under challenging circumstances, effectively managing team dynamics during periods of transition or high-stress environments.
- Implemented quality assurance measures to maintain high standards in service delivery across all programs under supervision.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones. This included ensuring staff was up to date on all program policies and initiatives.
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
Texas Works Advisor I and II
Texas Health and Human Services
12.2007 - 12.2013
- Attended, complied and excelled in all agency required training in accordance with program policies and expectations.
- Interviewed 8 to 15 applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs.
- Evaluated data from various electronic and other sources to enter information into a computer-based eligibility system (TIERS)
- Computed and authorized benefits based on eligibility determination.
- Processed work in accordance with state and federal regulations and established procedures, guidelines, and timeframes.
- Perform other duties, as assigned.
- Worked overtime as needed and often mandated by management and State leadership, outside of normal work hours of operation, which often included weekends, holidays and times of public need such as emergency declared during natural disasters.
- Worked in a highly stressful and fast paced environment under pressure to meet state and federal deadlines in not only a timely but accurate manner.
- Utilized all available resources and fact finding techniques to obtain, relate and evaluate information provided by applicants. This included resources such as government regulated systems with client/applicant/family Social security numbers, driver's license information, vehicle information, job information, etc. These resources often included high levels of security and required password maintenance and regular training for maintaining confidential information.
- Read, understood, applied and explained detailed regulations and policies. This required regular training and keeping up to date with all agency memos to ensure the most current and up to date policies and regulations were being executed properly.
- Performed basic arithmetic functions to ensure the correct allotments were being issued to qualifying applicant as well as to determine eligibility of applicants.
- Managed time efficiently and effectively by prioritizing tasks in accordance with importance of deadlines
- Established and maintained effective working relationships with peers, leadership and both internal and external vendors
- Maintained the ability to communicate effectively both verbally and in writing as well as followed written and oral instructions.
- possessed the skills to operate a computer in order to perform data entry and maintained proficiency in software such as Microsoft office, Outlook, Excel, Quickbooks as well as other related technologies, such as software, hardware, operating systems and typing skills. This included Microsoft Teams and soft phone technology as part of the everyday job expectation.
- Was utilized to train other onboarding staff in the use of agency specific software, policy information, state and federal guidelines thus promoting a collaborative work and team oriented environment
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Was assigned to various agency planning teams to collaborate projects utilized to improve agency functions and streamline the application process for citizens across the state of Texas.
- Assisted with case reading for accuracy as needed in order to assist the leadership team ensure accuracy as required by state and federal law.
- Navigated complex regulatory requirements to ensure compliance in all advisory activities.
Texas Works Advisor III
Texas Health and Human Services
01.2013 - 08.2013
- Developed and implemented strategies to enhance client service delivery and program effectiveness.
- Collaborated with multidisciplinary teams to assess client needs and optimize resource allocation.
- Analyzed data trends to inform policy recommendations and improve service outcomes.
- Facilitated training sessions for staff on best practices in case management and client engagement.
- Eligibility Determination and Processing: Interviewed 8 to 15 applicants in person and/or by phone to obtain financial/personal information, verified data, determined eligibility for programs such as SNAP, TANF, and Medicaid in compliance with state policies and regulations
- Case Review and Quality Control: Conducted detailed reviews of case records to ensure accuracy, compliance with policies, and identified trends for corrective action
- Case Management and Advocacy: calculated, processed and updated client benefits (ie overpayments, adjustments), while providing counseling on program rules, laws and rights of appeal. Mentorshiprship and support: assisted in training new advisors, provided on the job training support, acting as lead advisor, offering technical support, and direction to lower level advisors. Complaintplaint resolution: handled complex, sesitive, or escalated customer complaints and would troubleshoot issues
- Documentation and system usage: accurately documented case records and utilized computer based eligibility systems to maintain confidential files. Communicationication and reporting: Interpret policy for staff, prepared unit reports and often represented the agency in hearings and/or community meetingsProfessionalism:nalism: attended work on a regular basis in accordance with agency policies and expectations
- Acting supervisor: often acted in place of the supervisor in the supervisors absence to ensure the continuous flow of operations and to maintain staff support at all levels.
- Possessed the ability to maintain confidentiality, communicate effectively and prioritize all tasks as assigned.
- Streamlined communication processes between departments to improve response times and service coordination.
- Evaluated program performance metrics to identify areas for continuous improvement and operational efficiency and prepared reports to share this information with leadership as well as communicate team performance at team meetings.
Clerk III
MEPD/HHSC
05.2007 - 11.2007
- Case Documentation and Data Management: entered and updated client information into automated systems (TIERS), verified data and ensured accuracy of records.
- Record Maintenance: prepared, scanned, filed, and retrieved case information, retrieved case folders and documents .
- Unit clerical Support: provided support by opening, sorting and distributing incoming mail, processing outgoing mail and assisting staff with additional administrative tasks as required and assigned by team leadership.
- Tracking and reporting: utilized software systems as well as manual recording to maintain tracking of assignment logs, monitored data and prepared reports on program activities.
- Processed incoming documents and data entries efficiently to ensure timely updates.
- Assisted in maintaining accurate records for client services and departmental operations.
- Customer service: Adhered to all Health and Human Services and Mepd policies and procedures and ensured the confidentiality of sensitive client information
- Attended work on a regular basis in accordance with agency policies in order to maintain proper and effective office operations.
- Reception: managed the reception area on a rotating basis with other agency/office clerical staff. This included but was not limited to greeting customers and internal/external vendors, answering phone calls via a local switchboard and properly routing calls in a professional
- Worked in high pressure situations, under limited supervision, often managing high volume and time sensitive tasks in order to assist some of the most vulnerable members of the community. This required strong multitasking skills to ensure the accurate and timely completion of all assignments.
Administrative Assistant
Department of Family and Protective Services
11.2005 - 04.2007
- Supported daily office operations by managing scheduling and typed and prepared correspondence. Maintained and repaired office equipment (copiers, fax machines, local switchboard). Provided unit support by processing purchase orders and tracking charts for progress updates.
- Data entry & case file management: Performed, monitored, and maintained data entry into IMPACT (DFPS exclusive data system) and other electronic programs, while maintaining case records and reports
- Assisted in organizing meetings and preparing necessary materials for participants. Assisted with time keeping and notes during meetings, prepared notes for distribution to the team after the meeting for their future reference. Prepared power point presentations at the request of the Unit supervisor and/or Program Director for use during staff meetings.
- Document Preparation and support: typed and prepared forms, narratives, travel vouchers and performance evaluations to support unit staff.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems in accordance with state and federal law.
- Maintained accurate filing systems to ensure easy access to documents and records both physically and electronically. This included, but was not limited to, maintaining reports of such records, monitoring record retention time frames and preparing/purging files accordingly.
- Coordinated travel arrangements, ensuring compliance with company policies and budget constraints.
- Communication and reception: Answered and screened phone calls, routed messages, recorded intake information for caseworkers, greeted visitors, and directed callers to appropriate staff. Delivered excellent customer service through prompt and accurate responses to client inquiries as well as internal vendors within the agency thus helping the agency build strong and effective relationships within the community.
- Information and Referral: On a rotating basis with other unit support staff would provide program and agency information and direct the public to community resources.
- Attended work on a regular basis in accordance with agency policy and ensured compliance with security and confidentiality standards.
- Acted as a liason for the agency's Rainbow Room initiative which gathered donations and agency funded resources (such as clothing, toiletries and other essentials) for families in need.
Education
No Degree - English And Sociology
The University of Texas At Austin
Austin, Texas, TXSkills
- Customer service
- Data entry
- Problem-solving, prioritizing
- Team leadership and direction
- Decision-making, conflict resolution
- Public speaking
- Good judgment
- Scheduling and planning
- Quality assurance
- Performance monitoring
- Documentation proficiency
- Remote team/personnel management
- Human resource management
- Training, mentoring, staff development
- Goal oriented
- Microsoft office experience
- Documentation and reporting
- Performance management
- Multitasking Abilities
- Excellent communication (Orally and written)
- Professionalism
- Interpersonal skills
- Self motivated, reliable
Languages
Spanish
Native or Bilingual
Timeline
Administrative Assistant
Amer Technology
09.2024 - 05.2025
Program Manager
Texas Health and Human Services Customer Care Centers
10.2019 - 02.2022
Program Supervisor
Texas Health and Human Services
08.2013 - 09.2019
Texas Works Advisor III
Texas Health and Human Services
01.2013 - 08.2013
Texas Works Advisor I and II
Texas Health and Human Services
12.2007 - 12.2013
Clerk III
MEPD/HHSC
05.2007 - 11.2007
Administrative Assistant
Department of Family and Protective Services
11.2005 - 04.2007
No Degree - English And Sociology
The University of Texas At Austin