Azuzena De Los Santos

Built and scaled a Built and scaled a national interpreter services division from inception, supporting humanitarian immigration. Established operational infrastructure, training frameworks, QA governance, and performance standards to ensure accuracy, compliance, risk mitigation, and service excellence across remote and in-person environments. • Built and launched a nationwide interpreter program, defining workflows, productivity standards, operational controls, and reporting systems. • Designed and implemented structured training programs for interpreters and freelancers, including onboarding, specialized USCIS tracks, legal terminology, and high-risk case vocabulary training to reduce interpretation and compliance risk. • Developed a formal QA and compliance program with call monitoring, performance scorecards, and oversight processes aligned with ethical and professional standards. • Created competency assessment pathways for in-house and freelance interpreters to ensure readiness, consistency, and accuracy in sensitive legal proceedings. • Implemented data-driven performance dashboards and national travel protocols to optimize cost, accountability, service quality, and operational risk management.

As an Operations Manager, I was hand selected to lead and oversee five specialized teams during my tenure—ID Theft, Credit Disputes, Backoffice, SCRA, and Legal Support. I successfully managed 3 Associate Operations Managers and provided leadership to 20 indirect reports across these teams. I focus on driving operational excellence, compliance, and fraud detection while implementing process improvements to streamline workflows and enhance team performance. Notably, I standardized processes for ID theft investigations, achieving a 100% accuracy rate and ensuring regulatory compliance. I leverage Lean methodologies to optimize operations, cutting SCRA service delivery lead times by 67% and saving over 500 hours annually. My efforts in back-office optimization have improved team productivity by 30% and reduced onboarding time by 50%. Additionally, I partnered with the Legal team to restructure workflows using Thomson Reuters Legal Tracker, reducing processing times by 30% and ensuring full compliance. I also champion compliance and innovation, developing eligibility guidelines and fraud detection programs using advanced analytics. These initiatives has enhanced fraud detection by 40% and strengthened security, supporting Upstart’s commitment to operational efficiency and stakeholder satisfaction.

As a SAR Associate Manager, I led a team of seven to review over 4,000 Suspicious Activity Reports (SARs) monthly, ensuring timely submissions and regulatory compliance. I developed standardized AML processes that enhanced consistency and streamlined workflows, driving operational efficiency. I collaborated with compliance teams to reduce suspicious activity reviews by 33%, saving 15 hours weekly. My mentorship initiatives improved team performance, reducing errors and fostering a culture of accountability and excellence. By investigating complex cases involving layered transactions, elder abuse, and high-risk activities, I enhanced risk mitigation strategies and supported organizational objectives. My efforts ensured the accurate and efficient handling of cases, strengthening the company compliance framework and protecting stakeholders.

I investigated identity theft cases, dismantled major fraud rings, and safeguarded consumers through precise documentation and fraud monitoring. I also streamlined documentation processes to improve case resolution efficiency. I successfully identified and exposed three major fraud rings by analyzing inconsistencies in reported information. Post-discovery, I continuously monitor these fraud rings to mitigate ongoing risks and safeguard consumers.

Joined the company to review and verify loan applications, including high-risk cases, ensuring 90% productivity and 92% quality assurance. By providing exceptional customer support, I ensured seamless application completion. In addition, I delivered clear and supportive guidance to customers throughout the application process, ensuring a smooth and positive experience at every step. I also meticulously reviewed documents for high-risk applications, verifying authenticity and playing a key role in detecting and preventing potential.

As a Spanish Interpreter, I bridged language and cultural gaps, providing precise English-Spanish interpretations across diverse professional settings, including medical, social work, and educational environments. My role ensured clarity and effective communication in critical interactions, fostering understanding and trust. Beyond interpretation, I offered translation services for essential documents, delivering accurate and timely results tailored to client needs. I also managed financial aspects of my work, including bookkeeping and invoicing, ensuring seamless operations and timely payments.

As a Fiscal Associate/Program Manager, I managed university acquisitions under $5,000, coordinated legal and vendor approvals for larger agreements, and facilitated vendor onboarding with accurate and up-to-date documentation. I ensured all transactions adhered to procurement policies, demonstrating fiscal responsibility and efficiency. I oversaw departmental programs, including budgeting, compliance, and process improvements, aligning operations with university and departmental objectives. By fostering collaboration across teams, I streamlined workflows and improved overall efficiency. Additionally, I managed travel arrangements, reimbursements, and purchase card reconciliations, maintaining accurate financial records and ensuring timely reporting. My efforts supported seamless operations and upheld the highest standards of financial and operational accountability.

As a Spanish Interpreter, I bridged language and cultural gaps, providing precise English-Spanish interpretations across diverse professional settings, including medical, social work, and educational environments. My role ensured clarity and effective communication in critical interactions, fostering understanding and trust. Beyond interpretation, I offered translation services for essential documents, delivering accurate and timely results tailored to client needs. I also managed financial aspects of my work, including bookkeeping and invoicing, ensuring seamless operations and timely payments.

As a Quality Auditor, I conducted internal audits to ensure adherence to client guidelines and standards, achieving 100% compliance in escalations. I investigated escalations by analyzing complex issues and delivering actionable recommendations to management, enabling effective resolutions and process improvements. Collaborating with management and Operations teams, I developed and implemented solutions to address emerging challenges, including revamping the wage garnishment process, which increased hearing success rates to 95%. Additionally, I completed monthly financial reconciliations with 100% accuracy, ensuring operational efficiency and reinforcing financial accountability.

As a Legal Operations Analyst, I analyzed cases to assess the likelihood of success and performed strategic business analysis to determine profitability, directly contributing to a 20% increase in favorable outcomes. I ensured compliance and readiness for legal actions by securing all required documentation, processing court cost invoices and attorney fees with 100% accuracy, and reducing payment delays while upholding financial accountability. I developed and delivered departmental metrics with 100% accuracy, providing actionable insights that improved operational efficiency. By maintaining clear and proactive communication with attorneys, I minimized back-and-forth, streamlining case resolutions and optimizing workflows.

As an Administrative Assistant, I managed payroll and attendance records for an average of 60 employees with 100% accuracy, ensuring timely processing and resolving inquiries efficiently. I proactively addressed employee concerns, enhancing satisfaction and maintaining seamless operations while overseeing employee onboarding for smooth integration. I successfully recruited personnel to meet client needs in various states by collaborating with recruiting agencies and conducting interviews. I ensured open positions were filled efficiently, reducing hiring timelines, while streamlining onboarding processes to enable quick integration. Additionally, I managed travel arrangements, processed expense reports, and handled accounts payable and receivable for the department with 100% accuracy, ensuring compliance, maintaining financial accountability, and supporting smooth departmental operations.

As a Medical Claim Analyst, I acted as a liaison between patients and insurance companies ensuring clear communication and efficient resolution of account issues. I analyzed accounts to determine customer responsibility for medical services, providing accurate information to facilitate timely payments. In a high-volume call environment, I consistently exceeded customer satisfaction targets and achieved 100% compliance with departmental call metrics by delivering solution-focused service.