Vanessa Padilla Email & Phone Number

Phoenix, Arizona, United States

Part of a team that piloted the first Operations Support Program to build capacity within the Arizona Civic Ecosystem impacting 50+ organizations.Collaboratively built and facilitated 14 trainings on “All Things Operations”.Provided over 100+ hours of coaching support to improve individual, operational and management skills. Devised improvement plans and monitored the implementation of solutions, to enable structured growth within the participating organizations.

United States

Managed efficient teams of up to 20 employees responsible for COVID-19 Case Investigations, remotely.Evaluated Case Investigator calls for quality during interviews to obtain symptom information, referred contacts for testing, and provided instructions for quarantine, isolation and other measures.Offered successfully opportunities to improve and sustain positive performance, and ensuring all information gathered during case interview/contact tracing is transmitted to necessary… Show more Managed efficient teams of up to 20 employees responsible for COVID-19 Case Investigations, remotely.Evaluated Case Investigator calls for quality during interviews to obtain symptom information, referred contacts for testing, and provided instructions for quarantine, isolation and other measures.Offered successfully opportunities to improve and sustain positive performance, and ensuring all information gathered during case interview/contact tracing is transmitted to necessary partners and supporting case interviewers where necessary.Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities. Show less

Phoenix, Arizona, United States

Managed Forbearance Project team of ~20 agents, evaluated skills and knowledge weekly, provided coaching to increase productivity, monitored pipelines to track and log status of loans and payment schedules, and de-escalated client complaints by active listening, conducting research and taking appropriate action.

Phoenix, Arizona, United States

Managed expectations and team performance by leading trained associates to interact with ~4.5k clients per month, and meeting 85% satisfaction rates, through the execution of Six Sigma ADAPT practices.

Tucson, Arizona, United States

Built and executed process-based organizational structures, managed ~30 people, maintained quality customer service for ~750 clients per month, and executed effective communication between multiple locations.