Karina Partida

Supervised 10+ administrative staff, providing performance coaching, workload prioritization, and growth opportunities. Managed team KPIs for turnaround time, accuracy, and claim responsiveness, while designing and implementing scalable operational processes and workflows to improve project outcomes, efficiency, and compliance.

Managed 23 supervisors and 150+ agents across multiple departments, spearheading operational improvements and special initiatives. Led cross-functional projects focused on enhancing payment processes, fraud prevention, and customer satisfaction, reducing dispute resolution time by 20%.

Led cross-functional teams responsible for client financial resolution, billing escalations, and payment investigations across multiple business lines. Spearheaded denial management processes, reducing unresolved case backlogs by 35% through root-cause analysis and system improvements.

Conducted comprehensive audits on associate and supervisor performance, ensuring compliance with established standards through daily, weekly, and monthly evaluations, resulting in a 20% improvement in performance metrics. Led KYC, compliance, and operational audits, improving accuracy and reducing risk through process redesign and team training.

Resolved multifaceted customer inquiries, achieving a 95% satisfaction rate by coordinating with internal teams and initiating necessary actions. Managed teller operations, risk control, and fraud detection; trained and mentored staff in best practices and compliance protocols.

Attended Nimitz High School from 2007 to 2010. This period focused on foundational education.