Patty Portillo

Finance Coordinator, Remote - Dynamic EcoHome - Texas, USA

(2026-02)

Processing Invoices and payments. Tacking accounts payable and accounts receivable.
Maintaining accurate financial records, coordinating with vendors and internal teams.
Ensuring financial documents are complete and compliant with company policies

Project & Implementation Manager - Propel Holdings Inc. - Toronto, Ontario

(2025-11 - 2026-10)

Led stakeholder engagement for software releases, managing requirements and expectations.
Conducted cross-functional collaboration between business and technical teams.
Oversee and implement agile practices, including sprint planning, grooming, and retrospectives.
Managed release risks and quality assurance, ensured timely delivery
Maintained clear documentation and communication channels.
Supported and optimized product backlog refinement and resource allocation.
Managed escalations processes and critical issue resolution.
Coordinated between business stakeholders and development teams.
Provided guidance and training to teams on adopting new processes and best practices.

Operations Process Manager - Propel Holdings Inc. - Toronto, Ontario

(2021-01 - 2025-11)

Led the development of an internal loan optimization platform (LEO) and five agent toolkits, driving company growth
Created and implemented efficient workflows and documentation processes to improve operations.
Collaborated with Management to evaluate existing processes to optimize procedures, ensuring compliance and efficiency.
Led process improvement initiatives through regular check-ins and focus groups, evaluating and enhancing necessary tools and resources.
Identified risks and issues within business processes and systems to ensure compliance with auditing requirements.
Developed and implemented process optimization strategies leveraging best practices and automation.
Maintained up to date all process documentation, including ad hoc processes and requirements.

Learning Experience Design - Propel Holdings Inc. - Toronto, Ontario

(2020-01 - 2020-12)

Developed and implemented Learning Agent Toolkits, enhancing employee resources.
Addressed process gaps, improving procedures across all brands.
Created modules utilizing an internal Learning Management System (LMS).
Built guidelines, communication posts and custom scripts.
Translated documents from English to Spanish, tailored to business requirements.

Corporate Trainer - Propel Holdings Inc. - Toronto, Ontario

(2017-01 - 2019-12)

Delivered orientation and onboarding sessions.
Designed training materials for corporate and agent employees.
Created comprehensive learning modules, assessment strategies and facilitator guides.
Delivered on-the-job training for both on-shore and off-shore teams. (Toronto, ON and Winnipeg, MB)
Coached agents on performance improvements to meet and achieve performance benchmarks.

Operation Team Lead - Propel Holdings Inc. - Toronto, Ontario

(2016-07 - 2016-12)

Provided Monthly Business Review (MBR) and Quarterly Reports, aligning team targets, performance metrics and KPIs (Key Performance Indicators)
Level One Support SME (Subject Matter Expert) for the team by handling escalations.
Facilitated communication between departments, ensuring successful goal completion during calibration sessions.

New Customer Service Representative - Propel Holdings Inc. - Toronto, Ontario

(2015-10 - 2016-07)

Managed inbound/outbound calls and responded to a substantial volume of approximately 50 to 75 calls/day.
Promptly handled customers' inquiries effectively, addressing questions and concerns about the company's products or services.
Supported team leads in guiding new hire trainees through job shadowing.

Account Executive – Virtual Assistant - 3A Worldwide - USA

(2013-04 - 2015-09)

Manage executive calendars, schedule meetings, and coordinate appointments to optimize efficiency.
Organize domestic and international travel, including flights, accommodations, and itinerary planning.
Handle confidential and sensitive information with discretion and professionalism.
Prepare reports, presentations, and correspondence on behalf of the executive.
Act as a liaison between executives, clients, and internal teams to facilitate effective communication.
Oversee office operations and ensure a well-organized work environment.
Coordinate and execute special projects as assigned.

Learning and Development Trainer - Sykes LTD. - El Salvador

(2011-05 - 2011-11)

Quality Assurance Analyst - Sykes LTD. - El Salvador

(2009-02 - 2011-05)

CSR, MetLife Life Insurance - Sykes LTD. - El Salvador

(2015-10 - 2016-07)

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