Deborah Pacheco Email & Phone Number

Crowley, Tx, Us

Irving, Texas, United States

As the CED Customer Portal Account Manager Team Lead, I provided guidance and instruction to my team on projects and each team member's division portfolio. Delegated work, oversaw progress toward goals, and coached team members. As Team Lead, I mentored, trained, and encouraged my team members. Aided in the development of the Customer Portal Account Managers' Customer Relationship Management (CRM) system. Stressed to my team that our primary goal was to help each division's storefronts and e-commerce activities become successful. Worked on development and maintaining of Customer relationships. My team aided in success with Customer Portal adoption, personnel, and customer training, and demonstrations of the benefits of the Customer Portal. Business relationship and client relations managementReprioritizing IT projects led to layoffs. I was among those let go from the group.

Irving, Texas, United States

I implemented and maintained customer-facing technologies, including storefronts, Customer Portal websites, and various mobile applications. Upon implementing the Customer Portals, supported and assisted divisions across the United States in fully adopting, supporting, and expanding their customer-facing technology and digital footprint. My goal was to help manage each division’s success by providing high-quality interactions and professional training sessions. Sought key performance indicators for continued growth in adoption results.

Lewisville, Texas

As a business analyst, I was responsible for understanding the business in multiple functional areas and across business units. Knew and executed best practices for business analysis processes and functions (from an industry and strategic standpoint), including requirements elicitation methods. Stayed abreast of emerging trends and made sure these were applied. Defined requirements following SDP/SDLC, management, and project/product scope. As a business analyst, I ensured problem statements and objectives were clearly defined and requirements were successfully gathered to be aligned with project scope, goals, and strategies. Led elicitation sessions with executives, managers, developers, and subject matter experts using various requirement-gathering methods such as interviews, documentation analysis, surveys, site visits, and business models. Demonstrated excellent listening, communication, facilitation, and training skills. COVID caused a drop in projects, resulting in my team's layoffs. This group included myself.

Fort Worth, Texas

As a Performance Improvement Specialist, I provided consultation, facilitation, and direction for all performance improvement programs within the JPS Health Network. The position was also responsible for supporting the JPS process management and improvement teams by coaching and facilitating team leaders in applying performance improvement tools and techniques. Worked closely with multiple business units, providing guidance and implementation assistance. These units included, but were not limited to, Human Resources, Community Health, Stroke, and Cardiovascular. Coordinated, trained, implemented, and led JPS teams. End-user interactions for total project completion included Standard Operating Procedures (SOPs), Process Flows, Requirements, and Scope. Created surveys and analyzed all data received to obtain authentic Voice of the Customer for multiple projects. Led and implemented the Endoscopy team through their 3rd try at completing the Endoscopy Capacity Project. In 6 months, JPS saved over $1.2 million. Designed and developed the Performance Excellence SharePoint site with the JPS Quality Division.A change in the Process Improvements division led to a layoff of those who did not possess LSS Master Black Belts.

Sacramento, Ca

Organized full-cycle implementation of software for 7 Sutter Health Acute Care facilities. This included, but was not limited to, requirement gathering, process mapping, training and customer support. Performed analytical tasks on client specific data and legacy systems. Conducted detailed analyses ensuring adequate knowledge transfer from client legacy systems to new enterprise wide software. Coordinated and trained Sutter Health System employees on the new system software; conducted training courses with 18-35 students. Reported on status, issues, bugs, and project concerns in an accurate and timely manner; completed the design and development of facility documents into the new system. Delivered the assigned phase of the project on time and below budget.

Conducted full-cycle implementations for Dell’s Healthcare division. This included, but was not limited to, new software rollouts, upgrades to software, new modules and follow up customer support in the areas of Credentialing, Quality Assurance, Risk Management and Physician Portals. Developed, scheduled and conducted webinar training sessions on all aspects of the credentialing application. Designed and implemented online proficiency testing procedures for all users taking webinar classes; created online training surveys to report back to the corporate sponsors on the effectiveness and adoption of online training. Developed class material, scheduled and conducted regional trainings.

Plano, Tx

Conducted full-cycle implementation of credentialing software for an enterprise adoption to over 50 acute-care hospitals. Included, but not limited to; Data mapping, report creation, stake holder meetings and after implementation additional customer support. Performed analytical tasks on client specific data and legacy systems ensuring adequate knowledge transfer from client legacy systems into the new system. Performed accurate and timely reporting on status, issues, bugs, and project 'concerns'. Scheduled, designed, developed and conducted regional trainings. Training included; Classroom, Webinar, and Computer Based Learning (CBLs). Designed and executed software documentation and reports for upper level management. Demonstrated strong familiarity with federal regulations, guidelines, and regulatory agencies, including NPDB, OIG, EPLS, NPI, DEA and JCAHO. Developed training material, manuals and handouts for all new software classes. Reviewed white papers for upgrades and determined the applicability of functionality to the software production environment.

Responsible for obtaining, creating, and reviewing requirement documents with business users and technical peers. Knowledge of methodology documentation including; System Development Lifecycles (SDLC) and SDLC Documentation, Statements of Work, System Requirement and Specifications, Feasibility studies, Testing (UAT and Integration) Plans, Test Scripts. Facilitated GAP, CPI and JAD sessions with business teams and developed and documented process flows on assigned projects. Advanced experience in the creation of Process, Data, and Logical models utilizing Visio. Worked closely with business teams to ensure their needs were identified correctly by asking the right questions, listening, and confirming responses. These teams included, but were not limited to, Real Estate, Merchandising, Distribution, Sarbanes Okley Auditors, WEB and Enterprise Content Management units. Created and deployed a training program for the Certified Business Analyst certifications for RadioShack. Advanced experience in MS Project for creating tasks and milestones, estimating project time tables, and tracking deliverables. Certified Facilitator.