Carmen Ocasio, MBA

Experience

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  North American Dental Group (NADG)

  Apr 2011 - Dec 2021

  Promoted to Operations Manager, collaborate with Finance Department, Executive Leadership, and 3rd parties across multiple specialties, securing owed capital using enterprise risk management practices. Company liaison to supply chain, reviewing, negotiating, scheduling, and approving work scopes, while aligning contracts and strategic objectives.• Led a team of business managers to develop and implement strategic plans for the organization, resulting in increased revenue growth and profitability.• Managed day-to-day business operations, including financial analysis, sales and marketing, and project management• Lead point of contact for all external and internal audits with responsibility for the execution of corrective actions for government compliance, ethics violation inquires, industry standards compliance for sites while ensuring expeditious and efficient operation.• Oversee and manage facilities safety, securing, ethical work environment for team members, and customers.• Identify highest value-at-stake key issues, opportunities, assisting with businesses and Executive Leadership Show less Project Manager and supervisor for 65 clinical team members located at 3 geographically diverse operational sites. Led development of enhancement projects, leveraging data analysis to reduce compliance risk, by implementing analytically based solutions that support government regulatory requirements and increase compliance effectiveness.• Created, deployed, central talent acquisition team who recruited, onboarded, trained 75 new hires reducing onboard time by over 50%, and increased retention by 18 months.• Provided Executive Leadership briefs on program status, risk management, program process, program development.• Established peer-to-peer mentoring program across the company.• Directed business demand processes by anticipating, identifying, influencing, and prioritizing customer needs for services. Show less

  • Business Operations Manager

    Apr 2018 - Dec 2021

  • Senior Project Manager

    Apr 2011 - Dec 2021
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  Vensure Employer Solutions

  Dec 2021 - now

  Successful leader that demonstrates excellence in account management. I am responsible for supporting assigned Client Relations team members within our region, managing escalated issues and cases to ensure responsive and thorough issue resolution to reduce client retention, utilizing the tools provided to increase adoption rates of products and services and optimizing the collaboration between more than 600 clients and internal departments.Create a client-focused culture by leading the implementation of new processes and solutions, including add on products or services. Leverage internal relationships to identify opportunities, trends, and internal process improvements Gather and distribute client feedback to appropriate internal departments and collaborate to create positive solutions to client concerns. Lead team meetings, distribute information from SR and Vensure leadership, conduct performance evaluations, prepare employee development plans, motivate team members, conduct regular one-on-one, give timely guidance and feedback and ensure employees have the necessary support and resources. Set high standards of performance for team members and assume responsibility and accountability for team to successfully complete assignments, cases, projects and initiatives while ensuring the team adheres to established SOPs and KPIs. Successfully manage and support all aspects of regional client accounts in a complex, fast-paced, multi-location and multi-state environment. Manage and maintain a personal book of businessProcess and prepare memos, correspondence, documents, special projects and presentations Flexibility to partner with multinational client contacts and coordinate communication during times that are mutually considerate. Effectively communicate and build relationships with clients, broker partners and employees from many different industries, countries and backgrounds. Show less My role as a Senior Client Relations Specialist will be critical to ensuring that our international clients receive the highest level of service possible, and that Vensure Employer Services continues to grow and thrive in the global market.- Maintaining strong relationships with international clients: I am responsible for building and maintaining strong relationships with clients located in various countries. This required me to have excellent communication skills, a deep understanding of their culture and business practices, and the ability to identify and address their needs.- Responsible for managing the day-to-day operations of client accounts, including collaborating with payroll, handling employee benefits, and managing any other administrative tasks required by the client.- Providing exceptional customer service: I am the primary point of contact for clients, so it is essential to provide exceptional customer service. This will involve answering questions, resolving issues, and ensuring that clients are satisfied with the services provided.- Ensuring compliance with local laws and regulations: I am responsible for staying up-to-date with the local laws and regulations that impact our clients' businesses- Developing and implementing client retention strategies: As a Senior Client Relations Specialist, I am responsible for developing and implementing strategies to retain clients. This may include conducting regular check-ins with clients, identifying areas for improvement, and developing solutions to meet their evolving needs.- Providing training and support to junior team members: Assist with training and support to junior team members, ensuring that they have the skills and knowledge needed to provide excellent service to our clients. Show less

  • Associate Vice President of Client Relations, International

    Apr 2024 - now

  • International Senior Client Relationship Manager

    Dec 2021 - Apr 2024
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  Defense Operations & Execution Solutions

  Dec 2022 - Jul 2024

  Business Management and Labor Relations Consultant

  Consultant for a defense start-up with a charter to promote research & development initiatives to support federal and local governments by partnering with Historically Black Colleges & Universities (HBCUs), Minority Institutions (MI) and corporate partners to improve manufacturing productivity in biotechnology, aerospace, and automotive specialties across the US by building strategic relationships to end poverty for underprivileged communities.• Developed customized procedures and governance documents as well as knowledge, and training support to identify new growth opportunities, mitigate risks, and drive responsible innovation.• Developed operational policies that upheld ethical decision - making and drove regulatory compliance by building quality and safe products that encouraged diversity, equity, and inclusion while forging relationships with key business partners and customers.• Ensured new products aligned with evolving marketing demands while promoting advanced technology solutions, while complying with Earned Value Management, Business management and Labor Relations Show less