Victoria Sacramento

• Evaluated current processes, leading to quality improvement, assurance, and workflow optimization.
• Ensured compliance with federal and state laws, regulations, and policies while implementing procedural enhancements.
• Facilitated effective communication between public entities, providers, and county departments. Led inter-agency work meetings, managed projects, and oversaw strategic agency implementation.
• Gathered, documented, and modeled data for more than 10 monthly and quarterly projects, programs, and line items. Utilized this data for public use, audits, and management assessments.
• Demonstrated in-depth knowledge of regulations, processes, and implementation deadlines.
• Researched and implemented requirements for Medi-Cal, Medicaid, and provider credentialing to maintain compliance with federal and state regulations.
• Acted as a team leader in group projects, delegating tasks, providing feedback, and ensuring cohesive teamwork.
• Led projects for database and software launches, supervising cross-departmental meetings for credentialing and regulation compliance.
• Drafted, reviewed, and published policy and procedure documents for new and updated mandates and requirements. Assisted in the implementation of these policies, ensuring adherence across departments.

Hybrid Remote

• Developed institutional knowledge by effectively managing processes and optimizing workflows in a fast-paced, high-pressure environment with daily deadlines. Demonstrated excellent time management skills, communication skills, and the ability to work independently.
• Trained new personnel, receiving high marks in their six-month reviews for process and procedure knowledge. Assessed training progress and collaborated with management to ensure junior employees met job requirements.
• Created and developed process improvements that saved time during procedures, subsequently turned into official procedures by upper management.
• Authored desk guides and user manuals, ranging from 10 to 70 pages, covering every position within the office. These manuals are now used for training new staff.
• Administered, supported, and monitored databases, proactively resolving issues to ensure compliance with state and county regulations.
• Managed a catalog of files, overseeing project and program management to ensure efficiency and organization.
• Introduced a procedure for documenting all files moving into the archive. Created a system of checks and balances for physical files during the transition to updating electronic standards.

• Determined and documented loan conditions, effectively communicating requirements and decisions to the lead underwriter, ensuring seamless workflow and compliance.
• Played a pivotal role in developing and implementing policies and procedures in a rapidly changing mortgage loan environment, contributing to the company's successful startup.
• Analyzed and reported on potential fraud, waste, and abuse detected in filed banking documentation, ensuring financial integrity.
• Achieved daily data entry goals of 24 or more financial statements for clients while maintaining open communication with internal funding and external realtor teams, ensuring smooth collaboration.
• Determined credit risks by reviewing files, comparing data against internal checklists and guidelines, and ensuring compliance with industry standards and regulations.
• Collaborated with processing team members to communicate errors and obtain missing information for current applications, enhancing the efficiency of the underwriting process.

• Initiated and managed projects in a high-pressure and expanding business practice, ensuring cost-effectiveness and optimal performance for multiple accounts.
• Managed end-to-end project lifecycle, including procurement, commission, and execution of business plans, growth strategies, and marketing campaigns for non-profit, B2B, and B2C businesses.
• Managed web design, content marketing, search engine optimization, and social media coordination for clients, enhancing online presence and engagement.
• Drafted detailed project reports, identifying successful outcomes, actionable insights, and future recommendations for clients.
• Implemented SWOT analysis to provide clients with strategic insights into their projects, enabling informed decision-making, and long term goal achievement.
• Demonstrated flexibility, transparency, and effective communication while taking measured steps to align project objectives with client goals.
• Led sales, marketing, case management, and project/product management efforts, ensuring seamless coordination and alignment with client requirements.
• Calculated overtime, vacation, and sick hours, providing accurate data for payroll processing, and managed payroll data entry and processing for ten employees in compliance with company guidelines.

• Delivered exceptional technical support, product training, and addressed marketing inquiries for 150 clients weekly during the merger between Inside Real Estate and Kunversion, ensuring seamless transitions and client satisfaction.
• Worked across various channels, including phones, scheduled calls, chat, and email, to provide timely and accurate responses to client inquiries related to IDX, products, and marketing.
• Managed accounts, addressing cancellation requests, and managing escalations.
• Acted as a team leader in training projects and support programs, overseeing teams of six to twelve employees.
• Coordinated implementation processes for onboarding clients in multiple SaaS platforms, facilitating smooth transitions for clients during product launches and mergers.
• Led the development, deployment, and updates for interactive training software, catering to a client base of 10,000+. Demonstrated creativity and resourcefulness in designing innovative training solutions for teams of 60 or more through virtual and in person training sessions.
• Developed and maintained a comprehensive training database for both customers and internal teams, ensuring easy access to training resources and fostering continuous learning.
• Scheduled, trained, and followed up with enterprise clients ranging from 1 to 300 people, ensuring their specific training needs were met and exceeded.
• Learned and adapted quickly to new technology and software applications including CRM, Zoho, Kunversion, Asana, IRE, and more.
• Created content for various platforms, including phone scripts, email campaigns, user manuals, user guides, and sales pamphlets, tailoring messages for different audience needs.

• Managed 30-50 daily client concerns related to IDX feeds, bug reports, and CRM support. Provided comprehensive technical support to clients, addressing issues promptly and efficiently.
• Conducted webinars to train clients on the behavioral-based CRM system, enhancing their understanding and utilization of the platform and increased adoption rates and retention.
• Coordinated sales and billing records management, ensuring accuracy and consistency in internal reports.
• Restructured onboarding processes, transitioning to an automatic workflow for increased work efficiency.
• Created tasks and managed calendars for Customer Success Managers, ensuring streamlined communication, client satisfaction, engagement and increased completion of task follow-ups.
• Acted as a liaison between clients and various departments, ensuring effective communication and issue resolution. Deescalated client concerns, leading to increased retention rates.
• Provided detailed analytic reports to management and client managers, focusing on quality, expectation management, and client satisfaction.
• Successfully guided clients through the onboarding process from start to finish, ensuring fiscal accuracy and meeting monthly go-live deadlines.
• Compiled detailed reports for the senior management team, which were presented during shareholder meetings.

• Demonstrated exceptional multi-channel customer service skills in a fast-paced environment with high volume intake efficiently.
• Successfully handled complex task management and project coordination for 20 to 50 clients daily.
• Applied marketing skills with a focus on web design and social media marketing, enhancing the online presence of Realtor clients and optimizing their reach to potential customers.
• Utilized conflict management and resolution training to address challenges, ensuring positive outcomes and maintaining professional relationships with clients.
• Facilitated client onboarding, guiding them through website building, social media platforms setup, and implementing various marketing strategies.
• Proficient in SEO, content writing, and Google Analytics to enhance client visibility and engagement.
• Fostered a team-centered mindset, contributing to monthly retention and upselling efforts. Collaborated effectively with team members to achieve collective monthly and yearly goals.

• Displayed adaptability and flexibility in responding to changing circumstances, fluctuating weather conditions, and diverse guest demographics, consistently delivering a positive experience.
• Mastered multitasking skills by efficiently coordinating several responsibilities, such as assisting guests, answering phones, and liaising with colleagues.
• Prioritized guest safety by diligently enforcing park rules and regulations, addressing safety-related inquiries, and taking immediate action during emergencies, including assistance in evacuations.
• Maintained an up-to-date knowledge of the park's diverse attractions, wildlife, shows, dining options, and amenities, ensuring the accurate communication of details to visitors.
• Collaborated with fellow park staff and different departments to address guest concerns, fostering a harmonious and positive atmosphere.
• Welcomed visitors with a friendly demeanor, building immediate connections to enhance satisfaction and contribute to sales.
• Efficiently managed the fast-paced front of operations and catered to guests' diverse needs during peak visitation periods.
• Exhibited keen attention to detail, proactively identifying and resolving minor issues to maintain a clean, well-maintained park, contributing to its visual appeal.

• Created engaging and consistent content across multiple platforms, ensuring a cohesive tone and message.
• Developed marketing content including blogs, printed promotional materials, and advertisements for social media.
• Managed administrative logistics for events planning, booking, and promotions.
• Helped facilitate over 20 events annually, ranging from short hours-long events to multi-day functions, ensuring smooth operations and guest satisfaction.
• Assessed data modeling and statistics, utilizing the findings to create comprehensive reports and archival data.
• Managed grant writing initiatives, leveraging insights gathered from events and promotions reporting.

• Spearheaded the recruitment and management of dedicated volunteer teams, ensuring the smooth execution of community initiatives.
• Collaborated closely with team members to conceptualize, plan, and execute engaging parent and student events, drawing participation from over 200 attendees.
• Coordinated and implemented meetings, forums, and community events within resident housing, enhancing connections among residents and encouraging active participation.
• Played a key role in shaping community standards by proposing and updating community constitutions, drafting comprehensive bylaws, and ensuring adherence to established guidelines.
• Assumed responsibility for the well-being of 80 students residing within the designated community, as well as overseeing the larger area and coordinating emergency services as required.
• Cultivated strong relationships with local cultural organizations by embracing and honoring diverse differences and societal norms, fostering an inclusive environment within the community.
• Maintained meticulous records by diligently writing and reporting incident reports to law enforcement and supervisors, ensuring a safe and secure living environment for all residents.