Paula Ospina

Experience

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  Booz Allen Hamilton

  Dec 2006 - Jul 2010

  Traffic Coordinator for Visual Communication Services

  - Leveraged a project management system to assign work amongst ten designers based on capabilities and client needs; monitored and tracked progress and provided client follow-up after project delivery to make sure quality of work met customer’s satisfaction.- Oversaw the printing of marketing materials from beginning to end, provided cost estimates and negotiated due dates to ensure projects met customer’s needs.- Reviewed materials to make certain each complied with the firm's branding guidelines. Show less

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  Capital One

  Aug 2010 - May 2011

  Enterprise Language Service Department Process Manager

  - Managed the department’s incoming requests for translation work across several lines of businesses and communicated the progress of each request to internal clients. - Assigned work amongst five performers based on capacity and effort required; resolved any obstacles to deliver work on time.- Developed and provided end of month and quarterly business reports.- Identified areas of process improvements and developed an implementation plan. Show less

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  Fairfax County Public Schools

  Oct 2011 - Sept 2015

  - Collaborated with 450 Hispanic families and school staff to overcome language barriers.- Encouraged parental engagement with the educational system for students’ academic success. - Supported the Student Services team with enrollment of Hispanic families. - Coordinated programs to train and support parents as leaders within their community, to serve as advocate for their children and volunteer at the school for opportunities including Hispanic Parent Volunteers, Parent Project, Reunification sessions and Leadership and Advocate training programs.- Developed and presented the content at the Hispanic Parent meetings, held every other month. Show less

  • Parent Liaison, Luther Jackson Middle School

    Jul 2012 - Sept 2015

  • Spanish-English Interpreter, Language Services & Student Enrollment

    Oct 2011 - Oct 2013
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  Illuminate Education, Inc.

  May 2016 - Apr 2020

  Customer Success Specialist

  - Served as the first point of contact for public or private school teachers and administrators to explain the Phonological Awareness Literacy Screening (PALS) product and troubleshoot issues and questions with the goal to close product sales; peak sales season included selling and retaining customers.- Provided quality on-boarding and technical T1 support to the 805 PALS educational software application customers nationwide and escalated issues, as needed.- Translated and proofread PALS español application and user documentation. - Developed internal and external support materials, providing clear and friendly instructions on the PALS online system. - Ensured customers received the product on time, as well as billing and payments were fulfilled. Show less

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  Renaissance Learning

  May 2022 - now

  Customer Success Specialist

  Customer Support Specialist with the PALS (Phonological Awareness Literacy Screening) team. I work closely with the PALS support, development, and literacy specialist teams and with the Order Management Group to ensure successful order processing, renewal tracking, and data management for the PALS product.