Customer Service Administrative Assistant

Tanya N. Levy

**** **** **, *** ***

Brentwood, MD 20722

904-***-**** (Mobile) *****.****@*****.*** 202-***-**** (Office)

SUMMARY OF QUALIFICATIONS

Management Analyst ■ Administrative Processes ■ Training & Development

Dedicated, proactive professional experienced in office management, Executive Administration and

Healthcare Administration with the ability to quickly build rapport, establish trust and

communicate effectively with others. Possess the ability to effectively interact with others, to

develop factual and logical presentation of one’s ideas and opinions, and to display effective

listening skills. Recognizes and effectively responds to verbal and non-verbal cues.

Areas of Expertise

■Office Administration ■Time keeping ■Records Management

■Customer Liaison ■Policy & Procedures ■Regulatory Reporting

■Client Communications ■Training and Development ■Government Affairs

■Problem Solving & Resolution ■Workflow Planning & Prioritizing ■Scheduling and Travel Organization

Career History

Department of Justice, US Marshals, DC Superior Court, Washington DC March 09 to Present

Lead Criminal Program Specialist Prisoner Operations

• Possess an Active SCI Clearance

• Working knowledge of administrative regulations and operating procedures plus skill in applying fact-

finding and investigative techniques (e.g., employee/supervisor interviews, review of work procedures,

instructions, records, and files) to gather clear-cut factual evidence of administrative waste and abuse, or

compliance with regulations.

• Records arrest, booking, and release information; records, and maintains records of all inmate

transactions; checks release dates and confinement time for accuracy; informs Corrections

Officers, Deputy Probation Officers, or Juvenile Institutions Officers of persons to be released;

checks court orders for requirements and to verify that release of detainee is appropriate;

arranges holds, transportation, and extraditions; compiles monthly statistical data, completes

various reports and correspondence as needed; updates and maintains pertinent detainee

program information.

• Gathers and Analyzes various types of data from a variety of agencies such as Federal, State, Local, and

public agencies and have developed relationships with court personnel, and personnel from other law

enforcement communities.

• Monitors, evaluates, and coordinates a variety of warrants, such as: escaped Federal prisoners; parole

and probation; bond default; Drug Enforcement Administration; Federal Bureau of Investigation;

Bureau of Alcohol and Tobacco, and Firearms; Immigration and Naturalization Services; Secret Service;

Internal revenue service; United States Customs Service; and United States Postal Service Warrants.

• Receives and reviews correspondence from the Bureau of Prisons, DEA, and other Federal agencies.

Reviews summaries of information pertaining to subjects of recently opened investigations; determines

and takes administrative actions as required. Establishes and maintains warrant files/ warrant working

files in accordance with USMS regulations and policies.

• Applies accepted techniques and systems for assessing workload and productivity (e.g., time and motion

study, task analysis, flowcharting of work processes) to develop methods, forms, and procedures for

performance measurement or appraisal of clerical employees in a claims processing or comparable

operation.

• Active knowledge of established management principles, pertinent administrative regulations, and

staffing guidelines plus skill in applying fact-finding and work measurement techniques to conduct

position management studies of clerical, trades, technician, and administrative support positions within

a single organizational component at the operating (installation) level. Assignments require skill in

preparing and delivering briefings to managers on study findings and recommendations.

• Completed projects, evaluations, reports, or recommendations are reviewed by the supervisor for

compatibility with organizational goals, guidelines, and effectiveness in achieving intended objectives.

Completed work is also reviewed critically outside the employee's immediate office by staff and line

management officials whose programs and employees would be affected by implementation of the

recommendations.

• Assisted in providing input and preparing and tracking an office work plan or budget.

• Have experience in doing resource analysis to determine appropriate distribution of labor or non-labor

resources for my organization. Has prepared research and analysis studies at multiple levels of the

organization and is able to produce final documents with supervisory review. Devised and helped

marketed and implemented solutions within my organization’s direction.

• Analyzes existing personal property procedures to identify more efficient and effective methods for

accomplishing program objectives, pursuant to Federal statutes, Department of Justice, and USMS

policy. Composed correspondences using proper grammar, punctuation, and format. Set up and

maintains office files in accordance to Department of Justice and US Marshals regulatory procedures.

Coordinated and answers and directs phone calls to appropriate staff.

• Responsible for overseeing the training program, including the assessment, plan, implementation,

facilitation, tracking and day-to-day operations. Ensuring that over 20 Marshal Service employees both

Operational and Administrative staff have the required tools, knowledge, and skills to perform their jobs

and support the mission. Works with all management and supervisory staff to address changes in the

work environment and develop a learning culture.

• Expert knowledge of analytical and evaluative methods plus a thorough understanding of how

regulatory or enforcement programs are administered to select and apply appropriate program

evaluation and measurement techniques in determining the extent of compliance with rules and

regulations issued by the agency, or in measuring and evaluating program accomplishments. This may

include evaluating the content of new or modified legislation for projected impact upon the agency's

programs or resources.

Department of the Navy October 2005 to March 2009

Administration Administrative Assistant/

Customer Service

• Awarded for 10 years of faithful service with the Federal Government.

• Supervises Front Office and Back Office staff (Corpsman, registration, medical records) and

Authorizations department; oversees daily operations of clinic site under the direction of the

LPO, Assistant and Department Head.

• Direct Supervision of eight Patient Administration Department employees. Responsible for assessing,

improving the effectiveness, efficiency, and productivity of the medical records department.

Responsible for reviewing medical records for completeness, consistency, and compliance with

established regulations and guidelines such as HIPAA, Patient Privacy Act, Information Assurance, and

local medical records guidelines.

• Completed projects, evaluations, reports, or recommendations are reviewed by the supervisor for

compatibility with organizational goals, guidelines, and effectiveness in achieving intended objectives.

Completed work is also reviewed critically outside the employee's immediate office by staff and line

management officials whose programs and employees would be affected by implementation of the

recommendations.

• Promote department-wide training consistency by educating those in supervisory and managerial

positions. Do special training sessions for them as well as my subordinates. Provides advice to

management on the distribution of work among positions and organizations, and the efficient utilization

of positions and employees in programs and program support areas staffed by employees in

professional, technical, clerical, and blue-collar occupations by continually gather, interpret, analyze,

and correlate large amounts of narrative and statistical information about organizational functions,

workload, and productivity.

• Manage inbound call center to Hospital Point Annapolis and other regulatory or accreditation call center

standards. Ensure consistency and accuracy of all prior authorization decisions based on clinically

approved guidelines and criteria. Coordinate implementation and regular updates of criteria utilized in

rendering prior authorization or other review decisions.

• Ensure call center coverage through appropriate staffing and scheduling during peak times as well as

sick/vacation requests. Coordinate capture of off-hours prior authorization calls and timely follow-up

and decision making.

• Ensures that every single customer who contacts us is treated with incredible care, patience and positive

energy. Manages and develops a productive, high energy, friendly, patient and happy customer teams

and provides training content and updates for all knowledge items necessary for customer service and

contact call center agents to provide quality service.

• Expert at evaluating, and analyzing data to form sound conclusions and recommendations that are fully

supported by facts gathered to meet stated objectives. Experienced in implementing or revising policies,

procedures and/or programs. Experience at independently performing analytical studies, to include

evaluating procedures processes, program controls, and/or statistical information to recommend

improvements to enhance the final product or process. Schedules and coordinates large on-site or off-

site conferences. Arranges group travel arrangements.

• Perform various duties concerned with establishing and maintaining mutual communications between

serviced organizations, the general public, and various other groups.

United States Navy Active Duty August 1997 to July 2004

Medic Hospital Corpsman/ Administrative Assistant

• Utilize knowledge in business and management principles; regularly involved in strategic planning,

resource allocation, human resources and leadership techniques

• Perform all aspects of patient admissions and disposition functions in automated database; ensure

required information is complete and accurate

• Examine and audit records to validate the accuracy of required format and information

• Interact with patients and provide admissions process assistance and collect patient valuables in

accordance with BUMED/Naval Hospital instructions and department standard operating procedures.

• Gather required documents for birth registration certificates; ensure timely submission of birth

registration in accordance with state regulation while complying with process and procedures pertaining

to the release of medical information in compliance with state and federal law as well as BUMED,

HIPPA and organization guidelines.

• Train and complete orientation for new military and civilian staff.

• Monitor the care plan to ensure the effectiveness and appropriateness of services; ensure that services

are being delivered and meet the needs of the client.

• Provide or assist in providing appropriate medical, nursing or other health care in the home and/or in a

clinic setting as needed while maintaining accurate patient records; maintain patient confidentiality.

• Answered phones, transcribed accurate messages, scheduled appointments and filed medical records;

greeted patients and verified purpose of appointments.

• Analyzed, compiled, maintained and distributed organizational charts, staffing levels, reports, graphs,

mission statements and other organizational reports and documents

Education

Executive Master in Public Management (MPM)

Master's Degree - 5/2011

38 Semester Hours

University Of Maryland, College Park, MD

Bachelors of Science – Business Management

University of Phoenix, Orange Park, Florida

BA August 2006

Relative Coursework/ Training

Essential Business Skills/ Principles of Management/ Leadership in Groups and Organizations/

Employee Communication / Communication Etiquette

Public Relations / Managing-Conflicts and Negotiations/ Critical Thinking

Macro-Economics / Public Finance/ Global Business/ Quality Management/ Business

Justice Detainee Information System (USMS JDIS #906) Sep 28-Oct 1, 2009, Lean Six Sigma Green Belt: July

2008 Information Awareness: April, 2009, Antiterrorism Training: April 2008, Customer Service Training

2007, Clinic Management Training December 2007

Professional Associations

International Society for Performance Improvement/ Member National Association of Professional Women

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