Yadiris Ortiz
Kissimmee,FL
Summary
Forward-thinking leader with comprehensive experience implementing new processes, managing change and planning innovations. Bringing outstanding problem-solving and strategic and tactical planning abilities.
Overview
10
10
years of professional experience
Work History
Organization Effectiveness, Manager
Humana
Orlando, FL
04.2020 - Current
- Designed the strategy and implemented the project management structure for the Contact Center's AEP readiness plan including collaboration with key stakeholders in the Insurance Segment and managing over 100 process deliverables every season.
- Developed, implemented and consistently monitored project management processes, procedures, and best practices for the effective collaboration of four business areas: Consumer Experience, Learning Delivery, Learning Design, and Process and Knowledge.
- Streamlined workstream solutions and generated data input channels with the creation of more than one intake channel infrastructure to receive, triage, assign, manage and track work requests.
- Change managed resulting in the stabilization of the team's operation and increasing the team's productivity, engagement, moral and quality results.
- Experience designing process workflows to identify waste points, streamline partnership, identify sustainability and enable development opportunities.
- Experience conducting needs assessment and mapping team strategies and tactics to meet business deliverables and achieve goals.
- Leveraged business needs as opportunities to create development structures throughout the department for Operational Leaders and SMEs.
- Implemented two SME programs balancing business needs and career development opportunities resulting in 50% of SMEs being promoted or transitioning to other roles in the enterprise after the first year of implementation.
- Formulated a staffing plan to accommodate business needs and enhance the team outcome establishing the first group of instructional designers for CarePlus under the Member Services department.
- Introduced the department to modern instructional design technology and training methodologies, building and migrating all department communications, training material, resources and tools to a new solution.
- Conducted a needs assessment to design and implement new training models resulting in an enhanced learner experience reducing training attrition by 10% during it's first year.
- Led the team to deliver key results through the need of an aggressive training plan increasing department staff by over 50% in less than 6 months.
- Partnered and strategized training needs to launch, oversee and support new partners, domestically and nearshore.
- Implemented a training structure that resulted in approximately $1.5 million in financial optimization results.
Sr. Learning Facilitation Professional
Humana
Miramar, FL
08.2018 - 04.2020
- Conducted needs assessment to build a training structure developing critical resources and establishing high-quality training processes for the department that resulted in over an 80% training retention rate and increased productivity.
- Planned, coordinated, and implemented all aspects of training programs for participants throughout the department.
- Created training programs for effective development of talent on highly compliant processes.
- Tracked and monitored high performance behaviors in collaboration with operational leaders to assess training's effectiveness and diagnose areas of improvement.
- Introduced new department strategies based on feedback and lessons learned from compliance audits.
Site Training Manager
ResultsCX
Mobile, AL
06.2017 - 06.2018
- Built and led a team of 8+ Trainers to ensure that training needs were met in a consistent manner within the company standards.
- Effectively developed the right talent for success with a team retention rate of over 90%.
- Developed critical capabilities to drive and sustain long term organizational effectiveness
- Worked collaboratively with the Local Quality Performance Manager to develop training solutions and projects identified through evaluation, observation or other data gathering process.
- Attended and participated in WBRs and QBRs to report effectiveness and partner to diagnose areas of improvement.
- Led and participated in other efforts as assigned by my Site Operations Director.
Quality Assurance/Training Lead
BOLD
Guaynabo, PR
01.2015 - 03.2017
- Conducted needs assessment and built a contact center QA evaluation form focused on enhancing transparency within the contact center and ensuring consistent, high-quality customer service.
- Formulated and enforced Service Center policies, procedures and quality assurance measures internally and partners.
- Responsible for training and quality effectiveness in four vendor sites, domestic and nearshore.
- Facilitated information flow between all vendor sites, customer service, management operations, quality assurance, and training departments to guarantee all customer care objectives were met.
- Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of all customer service sites.
- Led development of new quality evaluation form for all of vendor sites.
- Evaluated and certified other trainers within the company and vendors.
- Performed analysis of the trends affecting the call volume within the call centers and developed coaching sessions to address all areas of immediate need.
Education
Master of Science - Counseling Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez
San Juan, PR2015
Ph.D. (c) - Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez
San Juan, PRSkills
- Learning and needs assessments
- Vendor Relationships
- People-centered Change Management
- Change Management Strategies
- Strategic and tactical planning
- Organizational Effectiveness
Languages
Fluent in Spanish and English.
Timeline
Organization Effectiveness, Manager
Humana
04.2020 - Current
Sr. Learning Facilitation Professional
Humana
08.2018 - 04.2020
Site Training Manager
ResultsCX
06.2017 - 06.2018
Quality Assurance/Training Lead
BOLD
01.2015 - 03.2017
Master of Science - Counseling Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez
Ph.D. (c) - Psychology
Sistema Universitario Ana G. Mendez: Universidad Ana G. Mendez
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