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Manager, Administrator, Coordinator

Buffalo, New York, United States
November 02, 2018

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Cell: 917-***-**** Email: Address: PO Box 1104, Buffalo, NY 14231


Highly experienced, versatile operations and administrative leader with over 20 years of experience, excelling at using proven methods and cutting-edge technology to streamline operations, cut costs, and increase efficiency. Innovative and resourceful project manager/problem solver, with a diverse background and extensive knowledge of process optimization and business workflow re-engineering. Expert in identifying and effectively strategizing to accomplish objectives by thinking out of the box to find effective, permanent solutions. Proven history of successfully implementing processes and new technologies to facilitate change. Skilled at communicating ideas and concepts across organizational levels with enthusiasm, creativity, and humor. Experienced in design/editing, event planning, and social media. Dedicated to maintaining a reputation built on excellence, quality and unparalleled service.


RENAISSANCE DESIGNS, Buffalo, NY Oct 2015-Present

Founder & Owner

Developed Vintage Jewelry and Accessory Resale and Design Business: Responsible for all start-up of company, and all legal matters (name registration, income tax number, resale tax number). Designer of all Vintage and Repurposed Jewelry, marketing in person and online through networking and use of social media platforms, photography and website development: updated photos, collages, detailed description and information uploading into various social media links. Promoted sales, designed layout, logo, business cards. Researched cost effective payment methods, purchasing agent of fine and costume jewelry supplies, gemstones, beads, and findings, pairing vintage components into new designs, made repairs to damaged items. Set up chart of accounts, pricing, profit margin, sales tracking, inventory, equipment/tool purchases.

BUFFALO LEARNING GROUP, (Formerly Upgrade Academics, Inc.), Williamsville, NY Sept 2012 – Sept 2013

Business & Finance Manager

Directed accounting, administrative, human resources and payroll & benefits functions for an educational business. Analyzed existing financial procedures and administrative functions, making recommendations for process improvement, efficiency, and cost saving initiatives. Established annual operating budget, and managed cash flow, deposits, payments and transfers. Implemented new chart of accounts, set up vendors/customers, employees, payroll liabilities and tax agencies using QuickBooks. Created and scheduled memorized transactions, online customer invoicing / bill pay, and automatic bank transaction downloads. Determined project timelines and closely monitored progress of completed milestones. Responded to RFP’s, drafted proposals, managed purchasing of software/equipment/supplies and off-site rentals. Drafted and updated SOPs for shared use. Researched supplier / product vendors for alternative purchasing options to reduce lead time and cut costs. Negotiated product pricing and terms with vendors to obtain best price / best quality.

•Ran Human Resources and Payroll & Benefits departments, including new hire onboarding, set up and training. Researched alternative Benefit plan options, made recommendations, enrolled covered personnel and set up deductions / withholdings.

•Advocated and launched transition from outsourced payroll to QuickBooks Pro payroll for additional cost savings. Prepared monthly, quarterly and annual financial reporting, reconciled all bank and credit card accounts making adjustments to the general ledger as needed.

•Spearheaded Microsoft Dynamics CRM transition and opportunity / lead entries as Data Custodian. Facilitated instruction for department personnel. Created dashboards, sales pipelines, forecasts, implemented campaigns and marketing lists and other specialized reports as needed.

•Created and processed requisitions, purchase orders and invoices. Established workflow and approval processes through company systems. Initiated bank and credit card reconciliations, desk audits, investigating and resolving any outstanding issues and adjustments to the general ledger.

•Organized trade show / conference participation, schedules and literature. Managed event planning for corporate functions, marketing initiatives and charitable events.

Laura Tosques page 2

UNIVERSAL EHR SOLUTIONS, LLC, Great Neck, NY Jan 2007 – July 2012

Office Administrator (Consultant: Aug 2009 – Aug 2012)

Directed all administrative functions of accounting, AP / AR, collections, human resources and payroll administration for Electronic Health Records / Practice Management software firm. Analyzed existing business procedures and workflow, developed procedures for process optimization and account automation. Executed quarterly financial reports, business plan documents and cash flow analysis. Drafted presentations for board of directors meetings and investment strategies. Streamlined collection procedure, adjusted chart of accounts and created price list with profit margins. Implemented electronic banking set up, bill pay, memorized transactions and direct bank transaction downloads to QuickBooks. Created purchase requisition procedure and templates, processed client hardware/ software orders, account allocations and updated price changes. Prepared quotes, proposals, contracts and licensing agreements. Coordinated trade show/conferences; application fees, vendor selections, travel, logistics, equipment / service delivery and set up. Managed account reconciliations and adjusting journal entries. Processed 1099 / W2’s / tax liability payments. Assisted with year-end close.

ICS SOFTWARE, LTD, Oceanside, NY Aug 2011 – June 2012

Call Center Support Manager

Managed new Call Center Operations for a specialty Electronic Health Records (EHR)/ Practice Management Software Company. Provided hands on leadership, fostering teamwork and collaboration. Researched and reviewed medical terminology, billing practices, meaningful use attestation requirements, and HIPAA compliance. Developed standard operating procedures (SOP)’s for processing standards and telephone key performance metrics. Recommended workflow/process improvements for increased quality and employee engagement. Used consensus building, developed team and communication of business needs/standards. Monitored / mentored staff for performance, quality assurance, service level agreements, group/individual statistics and overall performance. Coached / Developed staff one on one to assess long-range strengths, skill improvement, initiated follow up improvement plans. Prepared performance appraisals, made recommendations for promotions / salary increase. Recruited, interviewed and selected new candidates. Facilitated new hire orientation, prepared individual training schedules. Resolved escalated calls by identifying area of dissatisfaction, possible course of corrective action, and/or creative solution(s).

CARGO SECURITY GROUP, LLC, Valley Stream, NY July 2009 – Aug 2011

Operations and Administrative Manager

Directed operations for NY, TX and CA offices. Generated budgets/projections for future expenditures. Instrumented cost-saving and continuous improvement initiatives. Developed procedural guidelines to improve client relations and account profitability. Created specialized management reports including project costs, accounts receivable, accounts payable, overtime and labor efficiency. Managed Human Resources, Benefits and Payroll Administrator functions; reviewed resumes, initiated background checks, made recommendations for hire. Initiated new staff onboarding and set up. Researched and evaluated benefit plan options and pricing, managed open enrollment, determined eligibility, handled benefits and HR inquiries. Set up new hire profiles, tax withholdings, deductions, pay increases, garnishments and direct deposit. Executed in house bi-monthly multi-state payroll and check run for 175+. Established standard operating procedures (SOP)’s for timekeeping and financial procedures. Coordinated with external vendors/agencies on wage verification, disability, workers compensation and unemployment insurance claims. Assisted general counsel with legal matters regarding dispositions, documentation / employee records, etc.

OTHER RELEVANT EXPERIENCE: KEYSPAN ENERGY (Formerly Long Island Lighting Company) Brooklyn-Long Island, NY

Business Office Manager / Call Center Supervisor / Field Collections Manager / Training Facilitator – Multiple Locations, NY Established $15 million cost savings analysis by eliminating unnecessary procedures. Generated statistical reporting database to monitor system-wide tracking. Managed annual operating budgets, cash flow and general ledger. Developed & managed centralized ACD Inbound Call Department teams for individual/group performance metrics, efficiency and achievement of key performance indicators.

Achieved consistent team productivity ratings of 95% using coaching, feedback and empowerment. Improved call answer ratings to 92.5%+. Achieved external satisfaction ratings of 90%+. Resolved escalated customer issues and complex inquiries to improve customer satisfaction ratings. Developed Customer Service Operator training course and facilitated same for 1.5 years.


Business Administration with Foreign Language (Spanish) - Suffolk County Community College, Selden, NY


Adobe Acrobat, MS Office, MS Publisher, MS Works, MS Visio, Cognos Business Intelligence, Deltek Costpoint & Timekeeper, Microsoft Dynamics CRM / Maximizer CRM, SharePoint, QuickBooks Online, QuickBooks Pro, Peachtree, Photo Editing / Design software - Paychex, ADP and McBee third party payroll systems.

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