Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Skills
Strong Interpersonal, organizational, team management and communication Skills
Multiple Tasker
65 WPM typing speed
Collaboration
Strong Customer Service of 45 years
Data Processor
Records management and data verification
Creative problem solving
Employee training
Docket management
Work History
04/2018 to Current
Licensing SpecialistKabafusion – Shrewsbury, MA,
Manage exams, endorsements, renewals and reinstatements and all others for accuracy and completeness for licensing applications
Authenticity of data verifications of documents for foreign/ US identification, evaluations, transcripts and background checks from Department of Public Safety for accurately in determining license approvals of 25 and 75 applicants weekly.
Work closely with applicants to determine eligibility and verify accuracy and integrity of application data.
Assist with continued support of 75 customers by email, message center or telephone of additional steps needed to obtain licenses.
Train and assist newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
Search and update documents using multi software programs daily to complete license process daily using computer terminals.
Stay up-to-date on NM laws and licensing requirements to complete accurate and efficient reviews.
Review of background checks for processing with and without hits. Review transcripts, license verifications and evaluations for accurate data authenticity.
Informed customers by mail or telephone of additional steps needed to obtain licenses
Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
Verified authenticity of foreign identification or immigration documents.
Issued various permits and licenses such as graduate permits, temporary licenses and Initial licenses, endorsements.
Responded to in-person and telephone requests for information for rules and regulations, process and all questions of licensing.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Achieved and maintained departmental performance standards.
Communicated with management when customer issues escalated and worked to find resolutions.
Increased efficiency and team productivity by promoting operational best practices.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Sought ways to improve processes and services provided.
Responded proactively and positively to rapid change.
04/2016 to 04/2018
RegistrarAspen Valley Hospital – Gunnison, CO,
Collaborated daily with 3 Principals, 125 Educational Teachers, 65 Educational Assistants, Parent Liaison, Counselors, 1000 children and parents internal and external with requests for information while upheld confidentiality of information.
Created reports, correspondence and spreadsheets with Microsoft Office programs.
Updated system with latest information to keep records current and accurate.
Responded to requests for Official Transcripts.
Performed wide-ranging administrative, financial and service-related functions.
Received and routed business correspondence to correct departments and staff members.
Processed and scanned files into electronic databases.
Prepared files for archiving and exchanges, tracking file movement and history.
Verified paperwork accuracy and checked for completion prior to processing
10/2015 to 01/2016
DirectorLandmark Health – Lancaster, PA,
Collected and interpreted key metrics to determine which programs met desired outcomes or required further streamlining for success.
Met customer service standards and expectations consistently by effectively communicating and actively listening.
Led organization by developing professional and ethical culture focused on childcare excellence.
Increased profitability by optimizing sales and fulfilling lower overhead costs.
Implemented business development strategies, logo designs, and website designs.
Formulated analysis assessments to make informed decisions on proposed projects.
Monitored internal controls to protect client facilities and assets.
Supported business growth through strategic planning and process development.
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Maximized performance by monitoring daily activities and mentoring team members.
Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Assisted accountant with both internal and external audits relating to processing of payroll.
Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
08/2001 to 02/2016
Executive DirectorSouthwest Federal CU – City, STATE,
Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
Stayed current on Regulation guidelines to maintain compliant program operations in New Mexico.
Upheld and maintained accurate accounting of tuition and maximizing resource utilization while minimizing costs for operating reports of sound financial principles to keep program operating within budget levels.
Hired and mentored well-qualified job applicants for teaching and support staff roles, boosting program success.
Modernized instructional plans and educational approaches to enhance student learning.
Collaborated on strategies to enhance student learning and behavior alongside parents and teaching staff.
Supervised 15 childcare specialist and oversaw facility to meet state requirements for education and training.
Maximized occupancy of 67 children at all times to achieve return on investment.
Monitored 75 students' progress and provided students and teachers with assistance in resolving problems.
Oversaw and implemented safety requirements, school policies, procedures and systems to promote safe and healthy environment in compliance with state standards for inspection and certification procedures to facilitate annual licensing review.
Developed budget 400,000.00 for center and payroll and established controls to adhere to budget.
Reviewed curriculum to evaluate success and recommend and implement changes as needed.
Maintained high-quality child care standards based on developmentally appropriate practices.
Monitored office workflow and administrative processes to keep operations running smoothly.
Monitored office workflow and administrative processes to keep operations running smoothly
Exercised appropriate cost control to meet budget restrictions and maximize profitability.
Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
Monitored sales forecasts and projected financial planning for organization to achieve revenue goals.
Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
Prioritized and allocated valuable resources to meet business targets.
Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
07/2001 to 12/2001
Customer Service ManagerCompany Name – City, State,
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Worked with marketing department to launch and manage promotional activities and campaigns.
Coordinated resolutions for more than 75 daily customer inquiries while consistently achieving performance targets.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Broadened strategic business plans to promote growth and sales goals while managing team and building long-lasting customer relationships.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Resolved concerns with products or services to help with retention and drive sales.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
02/1999 to 06/2001
Customer Service SpecialistCompany Name – City, State,
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Provided detailed information about available services and requirements.
Established rapport with callers to build loyalty and support retention goals.
Acted as first point of contact and set appointments for prospective clients.
Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Called customers to coordinate schedules and set appointments.
Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
Entered daily data in computer systems and documented office activities.
04/1997 to 10/1999
Credit Union Teller/Client Services Member RepresentativeCompany Name – City, State,
Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed receptionist area by greeting visitors, responding to telephone and email inquiries and providing information for in-person requests.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
Resolved concerns with products or services to help with retention and drive sales.
Described product highlights and benefits to help guide purchasing decisions.
Coordinated with operations staff to resolve service problems and boost client satisfaction.
Maintained up-to-date knowledge of product and service changes.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Effective liaison between customers and internal departments.
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Customer Care Service RepresentativeCompany Name – City, State,
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Processed customer order, quote and return transactions and offered additional products and services.
Resolved complaints to satisfy customers and encourage future transactions.
Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
Maintained organized and secure customer files to facilitate customer support and follow-up.
Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Managed timely and effective replacement of damaged or missing products.
Delivered prompt service to prioritize customer needs.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Educated customers about billing, payment processing and support policies and procedures.
Applied highly effective selling skills while properly engaging and presenting solutions to customers.
02/1992 to 11/1996
Medical Office Manager/Billing ManagerCompany Name – City, State,
Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Maintained CRM database with customer updates and report generation.
Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Developed standard operating procedures for all administrative employees.
Compared vendor prices and negotiated for optimal savings.
Evaluated employee records and productivity to complete employee evaluations.
Utilized client and staff feedback to maintain customer partnerships and increase revenue.
Coached new hires on company processes while managing employees to achieve maximum production.
Maintained computer and physical filing systems.
Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Arranged corporate and office conferences for company employees and guests.
Coordinated special projects and managed schedules.
Oversaw accounting, budgeting, and financial reporting.
Assessed processes and procedures, complying with OSHA and HIPAA regulations.
Assisted with regulatory issues such as compliance.
Developed and maintained electronic record management systems to analyze and process data.
Developed close working relationships with front office and back office staff.
Consulted with healthcare professionals on business decisions.
Built relationships with physicians to create steady referral pipeline.
Developed policies and procedures for effective practice management.
Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.
Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
Compiled and tracked outstanding balances owed to medical facilities.
Processed online and paper appeal submissions and refund requests.
Processed billing calls and answered questions from patients and third-party carriers.
Assisted in reconciling deposit and patient collections.
Corrected, completed and processed claims for multiple payer codes.
Verified vendor accounts by reconciling monthly statements and related transactions.
Responded to customer concerns and questions on daily basis.
Created improved filing system to maintain secure client data.
Paid vendors by monitoring discount opportunities and paid employees by receiving and verifying expense reports.
Disbursed petty cash by recording entries and verifying documentation.
Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Generated accounts payable reports for management review to aid in financial and business decision making.
Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
Processed payment via telephone and in person with focus on accuracy and efficiency.
Monitored outstanding invoices and performed collections duties.
Managed invoicing and payment processing operations.
Used data entry skills to accurately document and input statements.
Certifications
National Administrative Credentials as Business Administrator
Executive administrative support professional offering versatile office management, planning and marketing skills.
Education
Expected in
No Degree: Business Administration And Management University of Albuquerque - Albuquerque, NM, GPA:
Expected in
No Degree: Early Childhood Education CNM - Albuquerque, NM, GPA:
Expected in
Certification : Medical Office Management Franklin Medical College - Albuquerque, NM, GPA:
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School Attended
University of Albuquerque
CNM
Franklin Medical College
UNM
Job Titles Held:
Licensing Specialist
Registrar
Director
Executive Director
Customer Service Manager
Customer Service Specialist
Credit Union Teller/Client Services Member Representative
