Raquel Leigh R.

About Raquel Leigh R.

Versatile leader with experience leading a variety of functions (front line/ back office)…

Experience

1. Operations Program Manager (Lifeline and Affordable Connectivity Programs)

   Universal Service Administrative Co. (USAC)

   Oct 2020 — Present · Washington, DC, US

   Developed and led the program operations team, expanding the team from 4 team members to 8 in order to meet high impact deliverables.Managed business as usual activities and ad hoc projects for both the Lifeline and Affordable Connectivity Program, supporting more than 22 million consumers and over companies nationwide.Established and curated back-office processes that enabled the administration of consumer discounts for internet and telephone services.Managed manual program stand-up processes while working to ensure the processes could be repeatable and sustainable until an automated solution could be implemented.Managed program subscriber continued eligibility processes ensuring appropriate consumers qualify, while managing to high quality assurance and program integrity standards.Developed program processes and outreach communications to ensure and enforce program compliance expectations.Held high standards (3 business days) for managing and responding to all external stakeholder inquires regarding program procedures and policy.

Education

• West Chester University of Pennsylvania

  Bachelor of Science (BS)

Skills

• Talent Management
• Project Planning
• Credit Cards
• Microsoft Powerpoint
• Strategic Planning
• Management
• Team Building
• Business Development
• Project Management
• Pmo
• Program Management
• Leadership
• Team Leadership
• Process Improvement
• Customer Service
• Vendor Management
• Operations Management
• Financial Services
• Social Media
• Strategy
• Customer Satisfaction
• Business Analysis
• Business Process Improvement
• Banking
• Risk Management
• Analytics
• Business Strategy