Waica Romero
Deltona,USA
Summary
A transformation professional with comprehensive background in organizational change management and process optimization. Known for delivering impactful solutions and fostering culture of continuous improvement. Valued for collaborative approach and adaptability in dynamic environments, excelling in strategic planning and stakeholder engagement. Brings ability to quickly grasp and apply new concepts, alongside commitment to effective communication and collaborative teamwork.
Overview
24
24
years of professional experience
Work History
Management Review Specialist - SES
Florida Commerce
01.2023 - Current
- Review existing procedures against regulatory requirements, identifying gaps and recommending improvements where necessary.
- Collaborated with cross-functional teams to identify potential areas of improvement in processes, leading to enhanced quality.
- Implemented best practices for documentation management, ensuring easy access to critical information when needed.
- Held review meetings, providing updates on quality control performance and providing areas for improvement.
- Maintained up-to-date knowledge on policy and processes, providing informed guidance to leadership and clients.
- Successfully managed multiple competing priorities, balancing workload and ensuring consistent timely delivery.
- Leveraged technology to enhance review processes, resulting in time savings and improved accuracy rates.
- Collaborated with cross-functional teams to improve overall review efficiency and effectiveness.
- Conducted root cause analysis on recurring issues encountered during reviews; proposed viable solutions that led to long-term improvements.
- Served as a subject matter expert on various projects, providing valuable input towards achieving project objectives in a timely manner.
- Developed comprehensive training programs for new quality control team members, ensuring consistent performance across the board.
- Established strong relationships with senior leadership and clients, addressing concerns promptly and maintaining open lines of communication.
- Contributed to continuous improvement initiatives by participating in process assessments and offering actionable suggestions for enhancement opportunities.
- Led team of quality control specialists, fostering culture of continuous improvement.
- Alongside WSER reporting team, established and tracked quality department report which house goals and objectives.
- Reviewed high-priority cases with heightened attention to detail, mitigating potential risks associated with non-compliance issues.
Management Review Specialist - SES
DEO-State of Florida
01.2016 - 01.2023
- Established strong relationships with leadership and clients, addressing concerns promptly and maintaining open lines of communication.
- Maintained up-to-date knowledge on industry trends and regulations, providing informed guidance to colleagues and clients alike.
- Successfully managed multiple competing priorities, balancing workload and ensuring consistent high quality work.
- Mentored staff, fostering professional growth and development within the team.
- Identified areas of improvement in operational workflows, leading to increased productivity and reduced errors.
- Conducted performance reviews on employee performance and provided feedback.
- Implemented best practices for documentation management, ensuring easy access to critical information when needed for all leadership such as the Book of Knowledge in SharePoint.
- Planned, monitored and appraised employee work results and either coach, train or discipline employee.
- Cross-trained existing employees to maximize team agility and performance.
- Promoted a positive work environment by facilitating open discussions and encouraging feedback from team members.
Benefit Program Supervisor/Analyst
DEO-State of Florida
07.2013 - 09.2016
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Supported organizational change management initiatives by serving as the subject matter expert during meetings, presentations, and other events.
- Change Agent to help promote, champion, enable, and support an organization’s change implementation with new CONNECT system.
- Directed team of 45+personnel, overseeing records, performance, and quality assurance.
- Oversaw staff training and development programs, ensuring employees were equipped with the skills needed to excel in their roles.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Facilitated regular team meetings, keeping staff informed about updates, changes, or upcoming events related to the program.
- Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
- Demonstrated strong leadership skills under challenging circumstances, effectively managing team dynamics during periods of transition or high-stress environments.
- Mentored junior staff members, providing guidance on best practices while nurturing their professional growth trajectories over time.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details.
Employment Security Rep 1-TeamLeader
DEO-State of Florida
01.2008 - 01.2013
- Provide continued training for new and established agents.
- Monitor calls and provide immediate feedback to ensure that correct information is given and customer service is provided.
- Obtain and review fact-finding forms regarding issues on claims to enter accurate determinations.
- Process new, additional, EUC, EB and reopen claims.
- Provide translation services, written and verbal.
- Handle supervisor calls.
- Change Agent for Project Connect.
Employment Security Rep 1
Kelly Services-State of Florida
01.2001 - 01.2008
- Explain unemployment compensation program to the claimants.
- Process new, additional, disaster and reopen claims.
- Helped in fact finding for other unemployment compensation departments (New Hire Unit and Adjudication Unit-Pensacola).
- Assisted with written translation services to Unemployment Appeals Office.
- Assisted the Wage Determination Unit with Wage Appeals (review all documents before it proceeded to Appeals Unit).
Education
B.S. - Supervision and Management
Daytona State College
12.2020
Associate of Science Certificate - Business Operations - Entrepreneurship
Daytona State College
05.2020
Skills
- Excellent Research Skills
- Detailed and Goal Oriented
- Poised under pressure
- Experienced Change management and agent
- Experienced in Microsoft office (Word, Excel, PPT)
- Coaching and mentoring
- Teamwork and collaboration
- Problem-solving
- Organizational skills
- Interpersonal communication
- Analytical and critical thinking
- Data analysis
Languages
Spanish
Native or Bilingual
Timeline
Management Review Specialist - SES
Florida Commerce
01.2023 - Current
Management Review Specialist - SES
DEO-State of Florida
01.2016 - 01.2023
Benefit Program Supervisor/Analyst
DEO-State of Florida
07.2013 - 09.2016
Employment Security Rep 1-TeamLeader
DEO-State of Florida
01.2008 - 01.2013
Employment Security Rep 1
Kelly Services-State of Florida
01.2001 - 01.2008
Associate of Science Certificate - Business Operations - Entrepreneurship
Daytona State College
B.S. - Supervision and Management
Daytona State College
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