Roberto Alejandro Licano Email & Phone Number

Houston, Texas, United States

As a CRM Analyst for CBB Shelter Solution, I specialize in administering and optimizing Microsoft Dynamics 365, integrating Power Apps, Power Automate, and Power BI to streamline workflows and data management. I collaborate with stakeholders to handle ad hoc data transformation requests, ensuring accurate and actionable insights. My role supports CRM system operations, including deployment, workflow automation, and system management, contributing to the development of the "One Shelter CRM" system—a project unifying our existing platforms.Manage Dynamics 365 as the central CRM for Shelter Solutions, supporting business operations and decision-making.Oversee Power Apps and Power Automate integrations to automate key processes and reduce manual workloads.Provide data transformation and management support, ensuring accurate reporting and consistency across systems.Manage system-wide processes, including ticketing, CRM role management, and solution deployment for internal teams.Collaborate on data migration and architecture in preparation for the "One Shelter CRM" launch, aligning CRM systems for seamless transition.Technical Skills:Microsoft Dynamics 365; Power Apps; Power Automate; Entry Power BI; Master Level Excel (formulas, data management, reporting); ERP (Oracle); Eloqua (marketing); myPortal; CRM role management; data migration; solution deployment; ticketing system management; CRM architecture.Key Contribution:Enhanced CRM efficiency by implementing Power Apps and Power Automate workflows, supporting data transformation and preparing for "One Shelter CRM."Defining Moment:Key contributor to the 2024 "One Shelter CRM" deployment, playing a pivotal role in unifying CRM systems and improving data integrity across business units.

North Carolina, United States

As a CRM Specialist contractor for Cornerstone, I enhanced my skills through the implementation and administration of Microsoft Dynamics 365. My responsibilities included training development, system architecture design, and improving operational efficiency across sales and marketing departments. I collaborated with various teams to implement CRM enhancements while integrating third-party software, ERP systems, and marketing platforms to optimize business processes.Developed and implemented training videos and documentation for Microsoft Dynamics 365, empowering users with self-guided learning tools and structured support.Designed and published application enhancements for sales departments, improving data accuracy, efficiency, and overall workflow within Dynamics 365.Integrated various external programs, including ERP (Oracle), MyPortal, and Eloqua marketing software, streamlining processes and enhancing CRM functionality.Introduced Robotic Process Automation (RPA) components to automate repetitive tasks, significantly improving operational efficiency and reducing manual workloads.Provided technical architecture and documentation improvements to facilitate cross-departmental collaboration, ensuring scalability and long-term CRM success.Key Contribution:Implemented structured training videos, technical documentation, and application architecture solutions that enhanced CRM efficiency across sales departments and improved documentation processes.Defining Moment:Implemented external reporting tools to provide key metrics and KPIs for opportunity management within the CRM, greatly enhancing the organization's ability to track and manage sales opportunities.

Miamisburg, Ohio, United States

As a CRM Specialist, I utilized my advanced administrative skills to manage, support, and optimize a CRM system with hundreds of thousands of records. I was responsible for data architecture, system updates, and providing end-user support across departments. Additionally, I played a key role in supporting two busy Medicare Annual Enrollment Period (AEP) seasons, while developing resources and training to improve CRM system use and efficiency.Managed the architecture and data support of a complex CRM system, ensuring data accuracy and governance for hundreds of thousands of records.Supported the organization through two high-demand Medicare Open Enrollment (AEP) seasons, ensuring CRM operations ran smoothly during peak activity.Provided system updates, security management, and end-user training to enhance CRM capabilities and improve data utilization.Collaborated with sales, customer service, and marketing teams to refine processes using CRM insights, improving client engagement and outcomes.Developed and launched an online SharePoint training center, creating a centralized hub for CRM training resources and delivering various training sessions for users.Key Contribution:Introduced the SharePoint training center for CRM users and developed multiple training sessions to improve system adoption and usage.Defining Moment:Provided continuous support and optimization of the CRM system through two highly demanding AEP seasons, ensuring seamless operations during critical periods. Awarded the Rock Star October Award, for "Challenger", striving to make solutions and differences where Challenges stood in our way

Springfield, Ohio, United States

As a Business Analyst at Wittenberg University, I supported the Business Office by implementing and refining policies and processes. My role involved conducting detailed data analysis, generating actionable reports, and offering recommendations to streamline operations. Additionally, I helped maintain and develop relationships within the summer conferences program as it transitioned to the Business Office, ensuring smooth program continuity and collaboration.Implemented and supported key business office policies and processes, contributing to operational efficiency.Conducted data analysis to identify trends, patterns, and opportunities for improving departmental processes.Developed and curated relationships within the summer conferences program during its migration to the Business Office, fostering collaboration.Generated detailed reports and provided recommendations to stakeholders for improved decision-making.Participated in financial planning and tracking, ensuring accountability and accuracy across budgets.Key Contribution:Implemented and supported critical business office policies while continuing to curate relationships within the summer conferences program during its transition.

Springfield, Ohio, United States

As the Operations Coordinator for Student Development & Residence Life, I managed the Residence Life website, coordinated with the Business Office, and oversaw key operational functions. I played a pivotal role in generating revenue through the summer conferences program, managing key security systems, and supervising student workers. I was also responsible for the implementation of CRM systems, financial auditing, and event scheduling to ensure seamless operations for housing and campus activities.Raised over $300,000 in revenue for the summer conferences program by enhancing program management and participant engagement.Implemented a new key management system to improve housing security and streamline access for residents and guests.Introduced and managed a new CRM system for the summer conferences using advanced data table management (Excel and other tools).Gained Superuser-level expertise in CRM “The Housing Director” (Adirondack Software) and event scheduling systems for university activities.Conducted audits of the credit card system to ensure financial accuracy and accountability.Key Contribution:Raised over $300,000 in revenue for the summer conferences program and introduced a new key management system for housing.Defining Moment:Implemented a complex CRM system for the summer conferences program, streamlining data management and improving operational efficiency.Supported various large Summer Conference groups in Springfield, OH and from across the United States, including The Socialist Workers Party (NYC)

Dayton, Ohio, United States

As a CDCA Counselor, I curated caseloads for 15 counselors and oversaw QA audits for up to 150 client-counselor encounters daily. Using OMHAS guidelines, I developed organizational models and conducted audits to enhance client retention, compliance, and quality. I proposed and established a client/counselor tracking binder and overall data management process, which increased efficiency. Additionally, I wrote the mission statement and vision for KAV Health Group and implemented new guidelines for telehealth group therapy during the Covid-19 pandemic. I conducted intakes, managed insurance, and provided customer service, while training CDCA, LCDC II, and LPC counselors on RxNT, a medical record software.Transitioned to an office role, helping implement a CRM and intake system to manage over 1,500 clients across 15 different caseloads.Developed and implemented a structured client-counselor tracking system to streamline client data and ensure compliance with OMHAS standards.Conducted QA audits for up to 150 client encounters daily, ensuring adherence to Medicare, Medicaid, and telehealth guidelines.Trained counseling staff on medical record software and maintained compliance with telemedicine practices during the pandemic.Provided ongoing administrative support, including conducting intakes, managing payments, and organizing insurance claims.Key Contribution:Transitioned to an office role, establishing a CRM and intake system that aided in managing over 1,500 clients across 15 caseloads.Defining Moment:Implemented a structured client tracking system using a data table to ensure compliance with OMHAS standards, preventing potential Medicare and Medicaid fraud.

Harrison, Ohio, United States

As a Substance Abuse Counselor, I managed a diverse caseload of clients struggling with substance abuse, both before and during the COVID-19 pandemic. I conducted individual and group therapy sessions using evidence-based techniques, including CBT, DBT, and motivational interviewing. During the pandemic, I transitioned group therapy to an online format, utilizing Zoom to maintain continuity of care for clients. My responsibilities also included maintaining clinical documentation, conducting biopsychosocial assessments, and adhering to internal and SAMHSA guidelines.Managed a caseload of clients with substance abuse disorders, ensuring consistent care and support throughout the pandemic.Implemented Zoom sessions for group therapy, facilitating large virtual sessions for up to 12 clients.Conducted biopsychosocial assessments and case management evaluations to determine severity of need and tailor treatment plans.Maintained client files and ensured compliance with SAMHSA and internal policies for case documentation.Achieved CDCA Phase II certification and continued education in advanced substance abuse counseling practices.Key Contribution:Successfully implemented Zoom sessions during the pandemic to continue large group therapy, ensuring consistent support for up to 12 clients.Defining Moment:Supported clients with substance abuse therapy during the pandemic, improving attendance and engagement through innovative online counseling practices.

Moraine, Ohio, United States

During my time as a Case Manager at South Community Inc., I provided comprehensive mental health care and case management services to a high-need population in Montgomery County, managing a caseload of over 120 individuals. I honed my skills in social work, behavioral health, and psychiatric care, focusing on dual diagnosis and complex cases. My role involved utilizing advanced medical record systems, such as Case Logic and SCIDMARCS, while maintaining a strong focus on client outcomes and quality care.Managed a high-volume caseload of over 120 clients, focusing on dual diagnosis care and crisis intervention.Utilized complex medical record management CRM systems (Case Logic, SCIDMARCS) to track and organize client information efficiently.Acquired QMHS +3 certification, allowing for expanded psychiatric community services.Developed expertise in Cognitive Behavioral Therapy (CBT) and evidence-based therapies to enhance case management services.Provided psychiatric rehabilitation and crisis intervention, leveraging certifications in CPRP, CPI, and First Aid.Key Contribution:Successfully managed a large caseload while mastering complex medical record systems to streamline care.Defining Moment:Elevated dual diagnosis care for my clients, which led to my transition to CDCA Phase One training for advanced substance abuse counseling.

Dayton, Ohio, United States

As a Community Case Manager for Homefull, I provided quality care to homeless clients with mental illness, developing my behavioral health and clinical skills in a fast-paced homeless shelter environment. I successfully rehoused over 75 homeless women in Greene and Montgomery County and managed a large caseload of more than 100 clients. I also guided new employees, handled clerical duties, maintained medical records, and conducted biopsychosocial assessments while coordinating care between clients and providers.Rehoused 75+ homeless women in 6 months, providing long-term housing solutions.Focused on dual diagnosis cases, specifically working with women struggling with substance abuse in a family shelter setting.Built key relationships with external agencies and networks within Montgomery, Greene, and Clark County mental health systems.Provided orientation and training to new employees, fostering development in case management and organizational skills.Maintained medical records, triage spreadsheets, and facilitated scheduling for clinicians and patients.Key Contribution:Rehoused over 75 homeless women within 6 months, drastically reducing homelessness in the region.Defining Moment:Led a record-breaking homelessness purge from the shelter.Saved the lives of two individuals through timely administration of Narcan.

Dayton, Ohio, United States

As a Head Chef at Miami Valley Hospital, I led a team of over 70 staff members in the Patient Food Services division, managing daily operations, supervising weekend shifts, and training new chefs. I focused on maintaining high safety standards and efficient kitchen operations while developing best practices for the team. I also created a comprehensive chef training manual to standardize operations and ensure adherence to safety protocols and Joint Commission compliance.Supervised a team of 70+, managing scheduling, shift coordination, and staff performance across the kitchen.Developed best practices to improve kitchen safety and efficiency, ensuring compliance with all health and safety standards.Created and implemented a standardized training manual, providing detailed guidance on safety protocols, measurements, and proper food handling.Acted as weekend supervisor, overseeing food prep, cooking, and plating, ensuring proper temperatures and portion sizes to maintain food safety.Engaged hospital leadership for problem-solving, enhancing staff output and patient satisfaction through improved kitchen processes.Key Contribution:Led as a team leader and weekend supervisor, managing schedules, shifts, and staff training, while evolving kitchen culture and operational efficiency.Defining Moment:Authored a detailed chef training manual to standardize safety, operations, and compliance practices, and successfully handled a kitchen fire, enhancing overall safety awareness and response protocols.

Beavercreek, Ohio, United States

As a Sous Chef at Kettering Health Network, I motivated and trained new employees, upholding high performance standards as Lead Cook for Patient Food Services. I worked closely with hospital supervision to solve operational challenges, supervised food preparation, ensured proper plating and temperature control, and maintained portioning and compliance with safety regulations. My role also focused on maintaining strict sanitation practices and food safety standards across the kitchen.Trained and mentored new staff, ensuring consistent quality and compliance with safety protocols.Coordinated with hospital supervisors to address daily challenges and improve kitchen operations.Managed food preparation and cooking, ensuring accurate portion sizes, proper plating, and temperature control.Maintained rigorous sanitation and safety standards, including Joint Commission and Serve Safe compliance.Flexed across morning and p.m. shifts, gaining experience in Doctor's Lounge and Expo Grill operations.Key Contribution:Operated as a shift flex, learning various roles, including the Doctor's Lounge and Expo Grill.Defining Moment:Promoted to Sous Chef at Green Memorial Hospital, leading nutrition practices for a focused hospital group.

Dayton, Ohio Area

As a professional chef at Miami Valley Hospital, I led kitchen operations across three departments, ensuring compliance with healthcare standards and delivering high-quality, nutritionally balanced meals for patients. My role focused on training staff, maintaining food safety, and optimizing efficiency. I consistently contributed to process improvements and played a key role in enhancing team morale and performance.Led and trained kitchen staff, ensuring compliance with Joint Commission and Serve Safe standards.Managed multiple kitchens, standardizing processes to improve meal prep and service efficiency.Ensured all meals adhered to strict dietary and nutritional guidelines to meet patient health needs.Fostered a positive team environment, boosting morale and reducing staff turnover.Contributed to food safety protocols and enhanced sanitation practices.Key Contribution:Standardized kitchen efficiency protocols, improving service times and ensuring nutritional safety.Defining Moment:Achieved a leadership role within my first year, recognized for improving team morale and operational efficiencies.

Beavercreek, Oh

As a Senior Cook at Chili's, I honed my team organization, cooking, and training skills. I maintained exceptional sanitation standards, adhering to Ohio Uniform Food Safety Code. I ensured proper equipment maintenance and spearheaded improvements to line efficiency, food cost control, and training programs that drove revenue and customer satisfaction.

Bellbrook, Ohio

Produced sales leads for regional agents, assisted in underwriting and production, and gained experience in corporate claims litigation.Key achievements during this role include:Generated sales leads for regional agents to increase new business acquisitionAssisted in underwriting and production to ensure policies were issued efficiently and accuratelyGained experience in corporate claims litigation to effectively manage claims and provide support to clients

Bachelor Of Science - Bs, Music Production And Engineering, Graduated

Bachelor Of Arts (B.A.), Humanities/Humanistic Studies, Graduated

Activities and Societies: Scholarship English

Ohio Life & Health Insurance License, Public Health, Licensed