Administrative Assistant Customer Service

Location:

Colorado Springs, CO

Posted:

May 26, 2018

Contact this candidate

Resume:

DAWNNA DOUGLASS

COLORADO SPRINGS, CO ***** ~

719-***-**** ~ ***********@***.***

More than 20 years of experience in a multi-task environment

Organizational & Personal Leadership / Supervisory & Administrative Support / Excellent Customer Service

HIGHLIGHTS OF QUALIFICATIONS

•Dedicated to delivering work of the utmost quality and professionalism

Received “Heart of Caring” Corporate Award Nomination for 2014 (Liberty Heights, SLC Inc.)

Received "Employee of the Year" Award for 2012 (Liberty Heights, SLC Inc.)

Received "Employee of the Month" Award for 02/2011 (Liberty Heights, SLC Inc.)

Received "Employee of the Month" Award in 2002 (Polycomp Inc.)

•Highly motivated to learn and excel quickly in any environment

Promoted from Concierge to Lead Concierge after only 7 months, 2012 (Liberty Heights, SLC Inc.)

Promoted from Services Dept to Admin Assistant after only 7 weeks, 2001 (Polycomp Inc.)

Promoted from Admin Assistant to Flexible Benefit Plan Consultant after only 1 year, 2001 (Polycomp Inc.)

•Devoted team builder with extensive supervisory and leadership skills

Supervise Concierge team of 6, 2012-2015, (Liberty Heights, SLC Inc.)

Trained 10 new Concierges and 13 CNAs, 2010-2015 (Liberty Heights, SLC Inc.)

Supervised and Trained Benefit Plan Consultant, 2003-2004 (Polycomp Inc.)

PROFESSIONAL EXPERIENCE

08/15 – 01/18 Started as the Director of Client Experience, currently the Director of Engagement

Director of Engagement

The agency Director of Engagement is responsible for activities related to initial and ongoing engagement with clients, applicants, staff members, and community contacts. The Director of Engagement is considered the “point of contact” for the agency and duties reflect the importance of the position being filled by a knowledgeable and personable member of the agency administrative staff.

Tracks all Direct Service Staff supervision documentation

Adheres to all privacy laws and regulations regarding the access and management of protected health information (PHI) and federal law of HIPAA

Assists in the application, interview process and new hire orientation in coordination with Human Resource staff

Facilitates monthly Direct Service Staff “Check-in” requirements and activities

Completes initial and routine engagement activities (kudos, birthdays, anniversaries, new hire follow up phone calls)

Creates and distributes monthly agency newsletter

Monitors and tracks Direct Service Staff supplies (gloves, gait belts, monitors, lockboxes, etc.)

Build all marketing material folders and initial client assessment paperwork and log books.

Record, scan, and update profiles for all 60 and 90 day caregiver and CNA skills evaluations for State compliance

10/10 – 08/15 Started in Skilled Nursing Unit as a CNA, promoted after 9 months to

Concierge/Administrative Assistant, promoted after 7 months to

Lead Concierge/Administrative Assistant, Liberty Heights, Colorado Springs, CO

Lead Concierge / Administrative Support

Supervise the Concierge team members, prepare schedules including regular time, vacation time and sick/personal time, monitor weekly hours worked in the Kronos Workforce System.

Write and conduct yearly employee reviews

Facilitate monthly team meetings

Assure the delivery of an exemplary level of service to residents and visitors

Administer counseling and corrective action when needed

Ensure the safety of the residents and property by monitoring surveillance cameras, door alarms, life safety systems and building alarms.

Ensure that incident reports, concern reports and other appropriate communications have been completed

Maintain emergency contact information

Maintain excellent communication with ED and informs ED of any resident issues or concerns

Assist all other departmental directors with administrative functions and special projects

Participate with presentations for New Hire Orientation and New Resident Orientation

Order and maintain office supplies and copier supplies for the front office and IL Directors

A/P Processing

Receive and sort incoming invoices for each department

Input invoice information with correct departmental coding into the Yardi System

Research missing or duplicate invoices

Balance vendor statements

Human Resource Assistant / Backup

Verify applicant references

Contact applicant to schedule appointment for completion of new hire paperwork

Conduct drug screen and initiate computer back ground check

Input all employment information in to the Kronos Hiring Management Console system

Ensure applicant has completed all new hire paperwork necessary for orientation

CNA Skilled Nursing / Rehab Unit

•Assist with personal care such as skin care, dressing, hair care, oral hygiene.

•Assist with walker and wheelchair transfers.

•Take and record vital signs

•Assist with activities of daily living

•Patient charting

01/08 – 03/12 Data Entry/Admin Assistant, A Chick and A Windshield, Monument, CO.

Customer Service/Office Support

•Experience working with the public in a variety to environments; office, bank, retail.

•Able to establish highly effective relationships with clients at all levels.

•Review and process auto insurance claims for reimbursement

•Contact insurance company with questions and/or correction for proper claims processing

•Process customer web site orders with vendor invoices

•Process employee payroll and all vendor payments on a bi-monthly schedule

•Maintain good client relations by assisting clients, identifying problems, analyzing special needs and developing solutions.

04/00 – 08/04 Started in Participant Services Department, Promoted after 7 weeks to Administrative Assistant, Promoted after 1 year to Cafeteria Plan Consultant, Polycomp Administrative Services, Roseville, CA.

Pension Plan Experience and Office Support

•Flexible Benefit Plan Consultant

Accountable for all aspects of administration including:

•Prepare documents and amendments for approximately 130 clients.

•Process enrollment forms and input employee data for 16 full service clients with over 250 participants.

•Identify Highly Compensated and Key employees, determine eligibility and perform non-discrimination testing for approximately 130 clients.

•Adjudicate and process participant claims for over 250 participants.

•Prepare reimbursement checks for those participants on a bi-weekly basis.

•Review and reconcile checking accounts.

•Communicate effectively with clients and their participants.

•Prepare all related correspondence.

•Monitor effectiveness of all policies and procedures including HIPAA.

Windows XP …Microsoft Word …Excel …QuickBooks …Yardi Systems, Inc …Kronos Workforce …telephones …filing …10-key …Xeroxing …Fax Machine …inventory …organization of documents

PROFESSIONAL LICENSE

Current CNA License for the State of Colorado

EDUCATION

High School Graduate – Casa Roble Fundamental High School

Course Graduate - Avanza Education Nurse Aide Training

REFERENCES

Suellen Baker – Medical Records

Liberty Heights Skilled Nursing and Rehab Center

12205 Gunstock Dr.

Colorado Springs, CO 80921

719-***-****

Mark Terry – Owner (2000-2016)