Alejandra Serra
Goodyear
Summary
Management professional with over 8 years of experience leading high-performing teams. Proven ability to drive strategic initiatives, streamline workflows, and foster team development across diverse environments. Strong expertise in audit management, performance tracking, and operational oversight with a data-driven approach. Adept at building relationships with internal and external stakeholders, resolving complex issues, and delivering consistent results. Bilingual in English and Spanish, with excellent communication, leadership, and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Program Compliance Auditor Manager
Department of Economic Security/Quality Support Team
Phoenix, AZ
07.2024 - Current
- Exercise independent judgment, negotiate deadlines, and assign priorities to ensure timely task completion.
- Provide coaching, mentoring, and leadership to a diverse team in a fast-paced environment.
- Develop and implement effective operating procedures; lead special projects to completion.
- Plan, coordinate, and prioritize multiple assignments with high-level decision-making.
- Compose subject-matter correspondence requiring discretionary judgment; respond to inquiries and requests for information.
- Summarize and interpret large volumes of complex data, identifying trends and providing actionable insights.
- Oversee, evaluate, and support team performance while ensuring compliance with specifications and policy.
- Draft detailed reports and correspondence involving judgment and discretion.
- Analyze statistical data, work procedures, and operational strategies; recommend performance improvements.
- Design and manage spreadsheets, charts, and databases to support findings and recommendations.
- Maintain accountability systems to track progress on key Division performance indicators and corrective action plans.
- Manage, analyze, and review all DBME audits; develop responses and track implementation to ensure compliance with State and Federal statutes, regulations, and Procedures.
Owner
Desert Pop Balloons LLC
Goodyear AZ
04.2026 - Current
- Managed inventory and procurement processes to ensure timely availability of materials.
- Developed marketing strategies to increase brand awareness and attract new customers.
- Oversaw daily operations, ensuring high-quality service and adherence to safety standards.
Business Owner
MoonBloons LLC
Goodyear, AZ
04.2024 - Current
- Updating and replenishing inventory.
- Create quotes for potential clients.
- Assist and deliver on the client’s expectations.
- Ensure high quality service by communicating and understanding the client’s needs.
- Participate in customer site inspections and assist with the sales process as necessary.
- Creatively transport, install and assemble balloon/event decorations at various locations.
- Completes projects within a set timeframe.
Quality Assurance Compliance Officer
Department of Economic Security - Quality Support Team
Phoenix, AZ
08.2023 - 07.2024
- Tracking activity, productivity, metrics, and deadlines to ensure compliance.
- Directly supervise and mentor units of Quality Analysts (average of 6).
- Promoted continuous learning and development of staff.
- Overseen individual workers and assessed operations to guarantee that work was completed as efficiently as possible.
- Provided management and technical leadership to unit staff as required.
- Provided excellent customer service to both internal and external parties when addressing service concerns.
- Used effective problem-solving skills and implemented countermeasures along with testing and monitoring results.
- Participated in multiple special projects to support the agency’s mission and goals.
Benefits and Eligibility Manager
Department of Economic Security/Family Assistance Administration
Chandler, AZ
02.2021 - 08.2023
- Managing and overseeing day-to-day office operations.
- Tracking activity, productivity, metrics, and deadlines to ensure compliance.
- Developing and implementing office procedures.
- Monitor office progress to improve office operations and procedures.
- Directly supervise and mentor Unit Supervisors (average of 5).
- Manage PSE II - III (average 30-50).
- Addressed personnel issues as they arise in a professional and confidential manner, aligning with policies and procedures.
- Conduct job interviews in line with the hiring process to determine top candidates for hire.
- Delegate duties to ensure that the local office is running at the expected capacity to deliver quality services to customers and to meet deadlines and goals.
- Enforce personnel rules, regulations, policies, and procedures.
- Special Assignment Acting Local Office Manager from 02/21 - 07/21.
Program Services Evaluator IV (Unit Supervisor)
Department of Economic Security/Family Assistance Administration
Phoenix, AZ
08.2019 - 02.2021
- Trained, coached, mentored, and evaluated the work performance of subordinate Program Service Evaluators I, II, and III (average of 8-15).
- Assessed operational needs, established priorities, analyzed complex issues, and implemented operational procedures.
- Promoted continuous learning and development of staff.
- Overseen individual workers to guarantee that work was completed as efficiently as possible.
- Provided management and technical leadership to unit staff as required.
- Worked semi-independently while functioning as an integral part of the region’s management structure.
- Onboard new hires and coaching of new staff.
- Provided excellent customer service to both internal and external parties when addressing customer service concerns.
Management Analyst I
Department of Economic Security/Quality Support Team
Phoenix, AZ
12.2018 - 08.2019
- Reviewed case determination for program cases and ensured compliance with applicable Federal laws and regulations.
- Identified and analyzed deficiencies on case reviewed.
- Validated use of corrective action plans and tools.
- Generated reports as needed by managers, local office staff, etc.
- Reviewed completed case reads with staff to provide feedback, avoid future errors, and overcome learning difficulties.
Support Coordinator II
Department of Economic Security/Division of Developmental Disabilities
Phoenix, AZ
05.2018 - 12.2018
- Provided support coordination that consists of identifying the needs and available resources for members.
- Planned, obtained, and monitored the effectiveness of contracted medical and non-medical services.
- Worked with members, family members, and care professionals as a team to review the needs and develop Individual Service Plan (ISP).
- Assessed the needs and supports, monitored progress, and applied changes to ISP if needed.
Program Services Evaluator III
Department of Economic Security/Family Assistance Administration
Avondale, AZ
04.2016 - 05.2018
- Develop interviewing and customer service techniques.
- Data entry and retrieval of customer information.
- Responsible for all aspects of the eligibility and determination process for various public assistance programs.
- Resolve customer concerns via telephone and written communications.
- Application of basic Federal, State, and agency statutes.
- Full cross-trained to process Medical, Nutrition, and Cash Assistance.
- Develop and maintain effective working relations with clients, other State agencies, and community resources.
- Promoted to Program Services Evaluator II (Apr 2017 – Apr 2018)
- Developed interviewing techniques over the phone in a call center environment (Apr 2016 - Dec 2017).
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Phoenix2017
Skills
- Program compliance auditing
- Data analysis
- Team leadership
- Operational procedures
- Client relationship management
- Training and development
Languages
English
Spanish
Timeline
Owner
Desert Pop Balloons LLC
04.2026 - Current
Program Compliance Auditor Manager
Department of Economic Security/Quality Support Team
07.2024 - Current
Business Owner
MoonBloons LLC
04.2024 - Current
Quality Assurance Compliance Officer
Department of Economic Security - Quality Support Team
08.2023 - 07.2024
Benefits and Eligibility Manager
Department of Economic Security/Family Assistance Administration
02.2021 - 08.2023
Program Services Evaluator IV (Unit Supervisor)
Department of Economic Security/Family Assistance Administration
08.2019 - 02.2021
Management Analyst I
Department of Economic Security/Quality Support Team
12.2018 - 08.2019
Support Coordinator II
Department of Economic Security/Division of Developmental Disabilities
05.2018 - 12.2018
Program Services Evaluator III
Department of Economic Security/Family Assistance Administration
04.2016 - 05.2018
Bachelor of Science - Criminal Justice Administration
University of Phoenix