Raquel "Rocky" Delgado Email & Phone Number

Chandler, Arizona, United States

Provides advanced level administrative support and office management duties for a department and/or department director and senior staff including working independently on confidential administrative tasks, researching and responding to escalated requests from the public and Council/City Manager's office, compiling information and preparing original reports, assisting with budget preparation and tracking and coordinating assigned administrative projects or program logistics.

Some of my key contributions are as follows:• Successfully project-managed implementation of Dayforce, conducting employee training sessions, developing self-paced work instructions, and fostering best practices, resulting in 87% employee engagement in HR/Payroll/LMS interactions. • Managed stakeholder/business owner pillar groups through discovery and development phases, resulting in the creation and publication of Operations SOPS and best practice work instructions, enhancing safety and throughput performance indicators. PowerDMS Document Management AdministrationDayforce LMS Administration

Chandler, Arizona

During this tenure, I led a dedicated team in ensuring exceptional service delivery to customers through meticulous call monitoring. I provided support to various departments including Operations Support, Special Accounts, Incomplete Research, Reporting, Solutions, and Sales Support. My responsibilities included conducting comprehensive call evaluations and service commitment reviews to maintain the highest standards of customer care.Following are my major achievements as Call Center Quality Assurance – Team Leader:• Revamped customer service experience expectations through the implementation of a new scoring rubric.• Analyzed and evaluated key performance metrics to identify trends and recommended best solutions for performance improvement.

Coaching and developing staff to provide excellent customer service. Adherence within compliance for federal, state and company regulations and policies. Maintaining successful key performance indicators for the overall success of our customers, staff and company.Lead efforts to review and recommend changes to business processesEnsure delivery of quality customer serviceMaintenance and collection of student account balancesProcessing of student financial aid packages in accordance with all federal, state and company policies and proceduresMonitor, analyze and evaluate key performance metrics. Identifies trends and recommends solutions to improve performance. Facilitation of business communication and interdepartmental cohesionCoaching and training of finance staff to recognize areas of improvement of accounts receivable

Discussion & documentation of policy process changes Curriculum development and scheduling training materials Facilitation and presentation of materials to various departmentsOverview & analysis of current development policy processes

Leads efforts to review and recommend changes to business processes  Identify potentials risks with current processes to implement corrective action plans  Analyze business and user needs to document requirements for DOE compliance  Facilitate testing and support to increase effectiveness of modified processes  Accountable for dissemination of processes and reports to authorized third parties  Effectively communicates documentation of processes to authorized third partiesCoach financial managers and counselors to meet business needs  Review of financial reports to assist campus finance staff  Worked with various departments to implement centralized financial services  Audit account receivables records for reports and special projects