Wendy Caraco
Billerica,United States
Summary
Dynamic Operations Account Manager with a strong record of driving efficiency, safety, and client satisfaction. Proven success at Harvard Maintenance, leading OSHA compliance initiatives, strengthening safety programs, and reducing labor costs by 15% through strategic workforce planning. Skilled in client relationship management, staff development, and operational optimization. Known for strong leadership, clear communication, and effective problem-solving in fast-paced environments. Highly motivated, adaptable, and quick to master new systems, consistently delivering high productivity and exceptional service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operation Account Manager
HARVARD Maintance
Andover, United States
12.2024 - Current
- Developed and enforced multi-site safety policies that reduced workplace injuries and strengthened overall safety culture.
- Ensured full compliance with OSHA regulations, and all applicable codes and standards.
- Designed and delivered comprehensive training programs, including new-hire onboarding, defensive driving, and specialized equipment operation.
- Conducted routine site audits and safety inspections to identify hazards, and drive continuous improvement initiatives.
- Managed workers' compensation claims and maintained accurate, compliant driver qualification (DQ) files.
- Oversaw budgets, inventory control, payroll processing, and labor scheduling to keep operations within scope and financial targets.
- Increased labor efficiency by 15% through strategic scheduling and task realignment.
- Led conflict resolution efforts, performance evaluations, and ongoing coaching to support employee development.
- Performed weekly facility evaluations to ensure adherence to corporate cleanliness and operational standards.
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word), and CRM platforms for reporting, analytics, and client management.
- Managed day-to-day operations for high-value accounts, maintaining 100% service delivery compliance.
- Built and maintained strong client relationships to support satisfaction, retention, and long-term partnership growth.
Administrative Assistant
ABM Industries
Andover, United States
12.2021 - 12.2024
- Managed daily and weekly schedules for cleaning crews, maintained accurate time and attendance records, and coordinated leave requests and emergency staffing needs.
- Supervised teams ranging from 1 to 50+ employees, assigning tasks, coordinating break schedules, and ensuring that all work met quality and contract standards.
- Facilitated onboarding for new hires, including paperwork, background checks, and facility badging.
- Delivered ongoing training on chemical safety, OSHA compliance, equipment operation (buffers, scrubbers, etc.), and green cleaning practices.
- Coached staff to improve performance, reinforce safety protocols, and maintain high service standards.
- Conducted routine site inspections to verify cleanliness, sanitation, and contract compliance, ensuring all facilities were secure and properly maintained.
- Maintained up-to-date Material Safety Data Sheets (MSDS) and ensured adherence to OSHA safety regulations.
- Monitored and replenished cleaning supplies, chemicals, and PPE; researched vendors and processed cost-effective orders.
- Ensured all equipment was properly maintained, operational, and available for staff use.
- Managed office supply inventory and maintained organized storage systems.
- Handled daily correspondence, billing, invoicing, and payroll verification with accuracy and confidentiality.
- Maintained electronic and physical filing systems using Microsoft Excel, PowerPoint, and other office software.
- Prepared meeting agendas, documented minutes, and supported senior leadership with administrative tasks.
- Coordinated travel arrangements and itineraries for staff business trips.
Bilingual Market Research Associate
Verbatim Advisory Group
Waltham, United States
07.2016 - 12.2021
- Data Collection: Conducted interviews, focus groups, and surveys in both target languages to gather primary research.
- Trend Analysis: Monitored local and international market trends, competitor activity, and pricing strategies.
- Translation/Localization: Adapted research methodologies and survey tools to ensure cultural relevance and linguistic accuracy.
- Bilingual Proficiency: Full fluency in English and Spanish for both professional writing and verbal communication skills.
- Analytical Thinking: Ability to perform quantitative and qualitative analysis to identify market opportunities.
- Project Management: Skill in managing multiple research projects simultaneously while meeting tight deadlines.
Healthcare Consultant
Silverlink Communication
Billerica, United States
11.2015 - 07.2017
- Maintained strict HIPAA compliance while verifying insurance benefits and eligibility.
- Managed high-volume inbound/outbound calls, resolving complex customer inquiries and training new employees on productivity processes, increasing productivity by 10%.
- Analyzed healthcare systems and processes to identify areas of improvement.
- Advised healthcare providers on ways to improve efficiency and quality of patient care.
- Developed strategies and action plans to solve identified healthcare issues.
- Provided expert guidance on healthcare regulations, standards, and best practices.
- Assessed the effectiveness of healthcare management systems and recommended changes as necessary.
- Conducted research to stay up-to-date with healthcare trends, technologies, and innovations.
- Prepared and presented detailed reports and presentations for healthcare managers and executives.
- Assisted with the implementation of new systems and processes and provided training to healthcare staff.
- Worked closely with healthcare managers to ensure proposed solutions were implemented effectively and delivered expected benefits.
Education
Associate of Arts - Photography
Cornell University
Ithaca09.2021
High School Diploma -
Centro Cultural Sampedrano Institute
Honduras12.2000
Some College (No Degree) - Business Administration
Universidad Catholica
HondurasSkills
- OSHA standards and code compliance
- Employee onboarding and training
- Microsoft Office Suite proficiency
- PPE management
- Data documentation practices
- Risk assessment techniques
- Quality assurance processes
- Cross-functional teamwork abilities
- Mentoring and coaching
- Payroll processing expertise
- Healthcare project experience
- PMP
- PowerPoint
- Excel
- Management
- Communication skills
- Cross-functional coordination
- Safety program management
- Budget management
- Staff supervision
- Effective communication
- Team leadership
- Time management
- Bilingual communication
- Attention to detail
Certification
- Association for Project Management (APM)
- PMP
Languages
- Spanish, Native/Bilingual
- English, Full Professional
Timeline
Operation Account Manager
HARVARD Maintance
12.2024 - Current
Administrative Assistant
ABM Industries
12.2021 - 12.2024
Bilingual Market Research Associate
Verbatim Advisory Group
07.2016 - 12.2021
Healthcare Consultant
Silverlink Communication
11.2015 - 07.2017
Associate of Arts - Photography
Cornell University
High School Diploma -
Centro Cultural Sampedrano Institute
Some College (No Degree) - Business Administration
Universidad Catholica