Susana Rascon-Soto

* 10606 W. Alvarado Rd
* Avondale AZ, 85392
* (480)747-4066
* sra34e7e@westpost.net
Operations Management
Recognized throughout career for being a passionate leader with more than 8 year
s of management experience in the development and growth of successful teams. Sk
illed at inspiring followership in order to adapt to changes, overcome all chall
enges, exceed customer expectations, goals and expected service level agreements
. Innate skill for identifying details to bridge gaps to meet business results,
developing improvement initiatives; while incorporating strategic solutions. Abl
e to communicate effectively by understanding audience at all levels while maint
aining a sense of humor in high stress situations. Consistently demonstrated tea
m building and motivational skills to improve and maintain team unity and focus.
Speaks, reads and writes Spanish fluently.
Additional Training
Six Sigma Basics; Lean, DMAIC, DFSS, Foundations for Leadership Seminar, Financi
al Compliance Training, Manager Inclusion, Speaking with Impact, Managing Confli
ct, Skill Building, Title 13, Cognos 8, PMP- Project Management Professional; Cu
rrently Engaged
Operations Excellence
Vangent, Inc
2009 - Present
Functional Operations Manager, Subject Matter Expert
Recruited to provide operational leadership, management and guidance to the Cens
us 2010 Phoenix Paper Data Capture Center project. Responsible for the developme
nt, implementation, and operations of the Phoenix facility supporting the Key fr
om Image Department. Promoted to serve as the subject matter expert driving proc
ess standardization across all three sites. Department responsibilities included
providing consistency to a team of 7 Managers, 30 Team Leaders and an estimated
775 employees.
* Developed and implemented operational logistics, systems and processes for the
Decennial Response Integration Systems (DRIS) contract.
* Participated in the planning, hiring, training, placement, retention and ramp
down of a large (3,000+) diverse multi-functional staff of exempt and non-exempt
employees.
* Ensured program plans, directed schedules and budgets were in compliance with
strict adherence to Earned Value Management procedures.
* Created a quality focused environment by providing consistent procedure knowle
dge to team leaders and empowered them to mentor and manage their teams; this re
sulted in exceeding accuracy with a 98.6%.
* Created a productive team by consistently communicating goals and holding empl
oyees accountable as individuals and as a team. Team processed over 70 million f
orms exceeding service level agreements.
* Analyzed production and quality reports to create consistency documentation, m
aintain procedures, and facilitate training in order to meet compliance, governm
ent security, and privacy requirements.
* Comprehensive knowledge of, and experience in, leveraging Microsoft Excel, Wor
d, Power Point and other tools to manage operations, capacity planning, and budg
et expectations.
* Received required Department of Commerce Security Clearance - Position of Trus
t, July 2009, Active- Moderate Level
Bank of America
2001 - 2009
Sr. Operations Team Manager, Assistant Vice President
Operations Manager/Team Leader, Officer
Built a solid record of achievement and advancement through increasingly respons
ible leadership positions at Bank of America. Responsible for the management of
operations for front end processes, exception processes and maintenance for Cons
umer, Secured, Government and Small Business credit cards. Management responsibi
lities throughout career included supervision of teams ranging from 19-65 team l
eaders, full time employees and temporary agency.

* Improved employee morale by earning respect, implementing recognition programs

, regular monthly coaching sessions, and cross training opportunities for all em
ployees to gain overall knowledge of the business. Consistently received results
of 98% - 100% in the employee satisfaction survey.
* Instrumental in the complete turnaround of under-performing production teams b
y listening, observing, holding associates accountable at an individual level, c
elebrating successes, improving procedures and processes. This resulted in same
day turn around for all new requests and overall accuracy of 99.3%.
* Developed and maintained standard operating procedures, training guides and fa
cilitation of training for Small Business Card pre-booking process.
* Built mentoring relationship with the Compliance department to gain knowledge
for internal team expansion and improvement of quality management systems and ro
utines.
* Implemented internal audits and process improvements which resulted in five fu
ll time equivalent saves which equate to $291,000 while producing a better outgo
ing quality product.
* Partnered with technology to participate on different projects as the subject
matter expert in the development of system test scenarios, user acceptance testi
ng, and approvals of system implementations.
* Initiated and executed an outbound calling process to support the United State
s Patriot Act project to gain a higher success rate of remediation.
* Developed excellent productive relationships with internal and external busine
ss partners to streamline functions, understand expectations and strengthen busi
ness acumen.
* Strong operational process improvement initiatives resulted in increased reven
ue, cost reduction, productivity gain and revenue growth strategies.
* Identified reduction in waste transportation, improved workflow, overall produ
ctivity and quality using the Six Sigma Lean and FMEA process with mentorship of
Master Black Belt.
* Co-chair of community involvement for the Hispanic Organization of Leadership
and Advancement volunteer network. Facilitated Meetings, organized event logisti
cs and managed events budget.