Yvonne De La Cruz

655 Dawnridge, Poteet, TX 78065

Objective

OPERATIONAL MANAGEMENT PROFESSIONAL

Summary of Qualifications

Skilled process manager with extensive background in and thorough knowledge of client centric operations, water utility program management and talent acquisition management.  Exceptional organizational, analytical, and managerial skills.  Highly motivated and detail-directed problem solver with strong leadership capabilities.  Ability to manage to complex project deliverables. Quickly assimilate new information into projects to add continuous value and align with executive visions and strategic plans.   Proven capacity to work in unison with staff, business partners, and senior leadership team. Extensive background in client center and water utility support with rules and regulations, developing, designing and implementing profitable process strategies.

n Operational Management

n Skilled in Task/Project Management

n Planned Purpose Managerial Approach

n High impact process improvement identification

n Strong knowledge of utility and water  rules and regulations

n Develop Tactical and Strategic Solutions

n Organizational Leadership/Teambuilding

n Exceptional onboarding mentor and Coach

Experience

Ingenesis,  San Antonio, TX  - January 18 to February 23, 2018

Assistant Operations Manager,

n Managed up to 3 direct and 700+ indirect reports on government contract.

n Oversaw daily operations to successfully ensure service targets are met.

n Audits specific to compliance for medical staff, Prescriptive authority, credentialing requirements, License renewals etc.

n Reviewed and recommended changes to documented policies and procedures to ensure accuracy, efficiency and compliance adherence.      

Texas Water Exchange, San Antonio TX – August 2014 to September 2017

Vice President of Logistics, October 2016 to 2017

n Ensured timely and cost-effective delivery of services and critical data reports.

n Procurement, contract negotiation and strong record keeping of company general ledger.

n Assisted with development of quality assurance for sales and analysts. Administrative completeness checks for government documents.

n Created and trained sales and analyst staff on company delivery standards, cost reduction procedures, quality controls, safety, employee relations and other performance measurements.

n Ensured quality assurance tasks were completed effectively and efficiently by analysts and sales.  Completing assignments in a timely and thoroughly, specific to client requests.

n Increased client satisfaction by designing and then implementing procedure, checklists and benchmark timelines.

Director of Client Services, June 2015 to October 2016

n  Managed Client Services, including compliance activities for federal and or state regulations and internal Board policies and procedures specific to client transactions.

n Responsible for the verification of required administrative contracts and applications.  Coordinated with other departments and outside agencies (Municipalities, County Officials, and State Agencies) for contracts and or applications.

n  Contract Management and analysis for water market trends.

n Responsible for the Monthly sales reports and record keeping.

n Represented company to local regulating authorities at committee meetings, seminars, and workshops.

n Increased client satisfaction by designing and then implementing procedure, checklists and benchmark timelines.

Lead Client Associate, August 2014 to June 2015

n Established and maintained effective working relationships and public relations with buyers and sellers of water permits

n Maintained the company website to ensure accurate product information content and customer satisfaction

n Executed the product management and sales strategy with potential clients to increase awareness of company services, policies and guidelines.

n Served as the liaison between the President/CEO, executive management (COO), clients, employees and public entities in order to ensure quality communications

JPMorgan Chase, San Antonio, TX – Apr 2002 – June 2008

San Antonio Water System (Formerly BexarMet Water District), San Antonio TX, December 2008 to August 2014

Environmental Analyst I

n Coordinated detailed data a project support for the water Production and Treatment Operations division and its supporting departments.

n Coordinated planning, analysis and development for special projects, projects and studies.

n Developed databases, tracking mechanisms and goals and objectives to meet management information needs

n Specialized in data management analysis.

n Responded to requests for information from the public on the organization and department programs or projects.

n Contract liaison for Environmental, Equipment and Chemical specific to Production & Treatment Operations.

n Provided technical assistance to another department on administrative and analytical matters.  Performed statistical/graphic data analysis for monitoring, evaluating and modeling of company’s environmental programs and operations.

Accenture Outsourcing, San Antonio TX, July 2008 to November 2008

LatAm Collections Manager

n Managed collections and reconciliation of accounts-receivable for Microsoft Licensing and Products in multiple Latin America Countries.

n Responsible for staffing and knowledge transfer process for new collectors

n Created Quality Measurement process specific to Latin American collections efforts and then monitored portfolios and provided immediate feedback to both internal and external clients.

n Analyzed trends and data as well as responsible for incorporating Foreign Exchange rates and devaluations into monthly goals and forecasting analysis.

n Remotely manage 6-8 representatives across various geographical locations conducting strategic development planning and change management understanding.  

JPMorgan Chase, San Antonio TX, April 2002 to July 2008

Active Litigation Team Manager

n  Led a team of 15-20+ representatives responsible for mitigating company recovery losses and servicing customer with pending legal action and judgments.  

n Directly responsible for unit forecasting and strategizing of FTE deficiencies/overages, dialer capacities, budgeting, account volumes and losses.

n Responsible for optimizing recoveries by maintaining the highest negotiable settlement approval levels.  

n Developed and implemented department strategy to ensure optimal staffing and production levels were maintained.  

n Regularly reviewed and recommended changes to documented policies and procedures to ensure accuracy, efficiency and compliance adherence.  

Low Prime Collections Team Manager

n Manage dynamic Inbound and Outbound Autodial processes across call centers located worldwide supporting 1,000 representatives in Credit Card Services.

n Provide leadership and vision in people management, project schedule coordination, business strategy development, and operational analysis.

n Manage prioritized business support growth initiatives to ensure key divisional performance standards are met while maintaining high service to internal and external customers. 

n Project support for entire Production process, including creation of department level Playbooks and Wellness checks.

n Perform metric and trend analysis against strategic initiatives, emerging technologies, productive rates, and inventory coverage. 

n Responsible for communicating decisions regarding business goals and objectives to Senior Management to ultimately increase shareholder value. 

n Recruit, develop and motivate long-term employees.  Develop staff to ensure effective execution against Inbound and Outbound call strategies aligned to business objectives.  Align business resources to maximize dialer management efficiencies.

n Effectively navigated team through technology and efficiency improvements while exceeding network goals.

n Conduct in-depth file reviews; ensure all delinquent accounts are worked to the fullest to prevent potential bank loss.

n Ensure communication is consistently delivered to the staff, by communicating any and all policy and procedure changes

n Assisted Bucket Manager in conducting Bucket meetings, developing dialer strategies, insuring all Supervisors are managing according to the playbook, participated in national bucket strategy calls.

n Train new staff members.

n Complete monthly reviews.  In addition, complete and deliver all annual reviews in a timely fashion.               

Application Skills:

 Microsoft Office Products (Word, Excel, PowerPoint, Project, Outlook), Melita Autodialer System.

Computer-Aided Management of Emergency Operations (CAMEO), Marplot; Water utility Management; Disaster Management for Utilities, Incident Response to Terrorist Bombings, Incident Command System for Expanding Incidents 100-800.

Storm Water Qualified Person; SPCC, SWP3. Chemical Safety Initiative Program Production & Treatment, SAWS.

New Hire Initial Training; Interviewing and recruiting.

2016 CEO Award Recipient for positive engagement, and outstanding business results

San Antonio Chamber of Commerce

References available upon request.