Paola Felix

I’m a Business Process Owner specializing in escalations and complaints, with hands-on experience in root-cause analysis, system behavior validation, and data-driven workflow optimization in regulated environments.

I’m trusted for maintaining data accuracy across enterprise platforms by validating system outputs, identifying inconsistencies, and supporting issue resolution. I also run User Acceptance Testing (UAT) to ensure changes align with business requirements and reporting accuracy.

In my current role at USAA, I conduct 100–400 monthly quality reviews and compile insights for leadership on operational health, customer experience trends, and process performance. I maintain trackers, reporting logs, and shared work queues to improve visibility into initiatives and day-to-day operations.

I enjoy structured problem-solving and cross-functional alignment across Operations, Compliance, Product, and technical partners. I’ve also been recognized with USAA Innovation Awards for building a strategic tracking solution and retiring/redesigning a legacy workflow to eliminate inefficiencies and improve operational accuracy and scalability.