Brandi Reyes

Maintained 100% case processing accuracy while handling complex grievances, matching clients to community resources and writing process improvement reports. Equipped 12+ new hires and trained lower level staff by writing a cheat sheet on AHCCCS packages.

Kept operations uninterrupted through a 5 month transition by maintaining complete attendance and incident reporting with 100% accurate, audit ready records.

Delivered one to many training to groups of 24+ with 0 missed deadlines, building learning objectives and running live sessions in person and over Zoom. Used data to find pain points and improve every session, tracking progress in Excel against SMART goals.

Delivered 3 concurrent projects across multiple sites with 0 missed deadlines, owning each program from needs assessment through evaluation. Supervised and developed a team of 1 to 3 direct reports, coaching them on training delivery and career growth.

Achieved 100% participation with 0 delivery gaps for groups of 13+, building accessible, multimodal training content and delivering in person and virtually. Closed skill gaps and moved 1 individual off a formal development plan by tailoring training from pre assessment results.

Achieved 100% on schedule content launch for groups of 24+ by applying structured instructional design methodology. Kept teams current through process and system changes, updating training content and troubleshooting data across Synergy, PowerSchool, and NASIS.

Turned a $10K startup investment into $60K in annual profit by building the business case, managing the budget, and marketing services. Set clear policies and expectations for every customer by writing service contracts that defined cost, training content, and expectations.

Protected revenue and supervisor time at a mortgage servicing call center by writing the collections call script that 35+ new hires and 25 coworkers followed, and coaching 35+ new hires. Met collections goals while delivering compliant disclosures on collection calls.

Led daily studio operations and performance, training 12+ staff to run the studio, market, and sell.

Grade: Dean's List, 4 semesters

Completed a Bachelor of Science in Educational Studies with a minor in Special Education, earning Dean's List honors for four semesters.

Completed associate coursework in Educational Studies.