Ana Martin Colina

Cost reduction, effective IT professional with 5+ years of experience supporting cross-functional operations, technology, construction/GIS, and customer-service initiatives. Experienced in data analysis, stakeholder communication, process coordination, performance reporting, project financial tracking, and Agile/Scrum environments. Skilled in Excel, PivotTables, Tableau, SharePoint, Jira, SQL/VBA, Python, and GIS tools, with a strong focus on turning operational data into accurate reporting and actionable business information.

UHC Project / Customer Experience / Operations - Alorica

(2025-04)

• Investigate and implement solutions via Avery AI companion, Smart Choice, and Benefits Assist ® for improving UHC customer's happiness scores 35% overall including doctors, claims, and benefit transparency.
• Facilitate live training sessions via Teams for remote customer service staff to improve service instantaneously.
• Resolve customer inquiries and escalated Tier 1 and Tier 3 issues via Salesforce Service Cloud for case triage, Genesys Cloud CX for omni channel routing, and Five9 IVR for call classification, applying root-cause analysis to recurring claims defects and cutting average time by 22%.
• Facilitate weekly scrum meetings to ensure team alignment and knowledge central updates.

OPERATIONS SPECIALIST - Brevard County, Public Works

(2024-06 - 2025-04)

• Cleaned and organized data spreadsheets removed duplicates, fixed structural errors, validate and verify via Excel, Access, ESRI file geodatabases by marrying old and new projects detecting labor and material estimations.
• Visited work sites for progress and schedules before inspections for closing formals and reports.
• Attended work meetings with supervisors, reviewed questions and provided solutions per civil engineers, project reports, and permit requirements.
• Directed development and mapping of GIS databases in ArcGIS Pro for roads, curbs, gutters, and tree-removal projects; created and audited results using Excel PivotTables.

GIS ENGINEER - Verizon

(2019-12 - 2023-08)

• Prepared cost estimates for work deliverables supporting projects with approximately $300K budgets and 90-day timelines.
• Closed As-Builts and performed on-site inspections to evaluate construction progress and contractor work quality.
• Designed OSP infrastructure layouts and prepared bills of materials and cost estimates using 3-GIS.
• Collaborated with cross-functional teams using SharePoint and Tableau dashboards to support project execution and reporting.
• Tracked and processed material billing and invoices with attention to data accuracy and compliance.
• Tableau and created data visualizations for stakeholder reports.
• Interviewed and trained construction consultants and prepared weekly attendance schedules.

BSEE - Florida International University (2022 - 2027)

AA - Information system - Florida Atlantic University (2010 - 2012)

MBA Coursework - Saylor University, D.C.