Customer Service Administrative Assistant

Carolyn Marie Gomes

*** ******** **., ***. ***, Glen Burnie, MD 21061

***********@*****.***

Telephone: 510-***-****

PROFESSIONAL PROFILE

Ms. Gomes is a resourceful professional equipped with 35+ years of senior administrative experience with Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program in various departments. I began my journey with Kaiser Permanente beginning 1979 – 2009 and retired. From 2011 to 2012 Carolyn continued in the health care industry. Provided care to the Ederly and Handicapped individuals in the Marin County District. To continue her working career Carolyn joined Southwest Airlines as a Station Administrator with Panama City, Florida (ECP), and Baltimore, Maryland (BWI).

CORE COMPETENCIES

• Administrative Analysis and Management

• Oracle, Verifier, Accounts Receivable Reporting System (ARRS), Power Point, Schedule Plus, MS Excel, Word XP, Lotus Notes, MS Office, Outlook, and Internet

PROFESSIONAL EXPERIENCE

Southwest Airlines/Panama City Beach, Florida

Station Administrator – ECP

October 15, 2012 – October 1, 2013

Southwest Airlines/Baltimore, MD

Station Administrator – BWI

October 1, 2013 – June 11, 2014

•Manage Station Sales Funds / Audit Petty Cash Funds for the Customer Service Ticket Agents

• Manage Accountable Documents for Southwest Finance Departments

• Assist Station Manager with appropriate meetings i.e., Staff Meetings, Round Table Meetings, booking hotel and airline reservations

• Produce monthly Station Newsletters

• Assist Customer Service Agents with various tasks

• 4-Part Audits

• Manage personnel files, medical files, and training files

• Audit Accountable Documents

• Receive CARGO paperwork to audit and process bank deposits if necessary

In Home Supportive Services (IHSS), Alameda County, Marin County, CA

September 2011 – August 25, 2012

• Provides support to the elderly, blind, and disabled community

• Manages the client’s care with their goals in mind to live at home safely and independently

• Assists the client in maintaining an active family and community life

• Facilitates personal care such as food shopping, laundry, doctor office visits, light housekeeping, and meal preparations if needed

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Administrator, Pharmacy Operations Department

June 2003 – January 2009 (Retired After 30 Years)

• Managed a $25M dollar budget for distribution of funds

• Managed Funds Disbursement Authorizations (FDA’s) for various company vice presidents, managers, and supervisors

• Provided signature authority to Kaiser Foundation Hospital Pharmacy (Northern and Southern Regions) executives, managers, supervisors, and employees

• Verified signature authority and approval utilizing FDA Verifier

• Generated reports on visiting member checks for Kaiser Foundation Health Plan revenue utilizing Excel

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Administrator, Pharmacy Operations Department

June, 2003 – January, 2009 (Retired After 30 Years) – Cont’d

• Received and distributed subpoenas from various legal agencies to the appropriate legal departments in the Southern Region

• Logged vendor expenses and charges into Excel worksheets

• Composed memorandums to regional pharmacy vice presidents, managers, and supervisors

• Coordinated meetings and travel logistics for the Controller of Pharmacy Operations

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Administrative Assistant IV, Shared Services

March, 2002 – June, 2003

• Coordinated meeting and logistics for the Director of Shared Services

• Composed memorandums to company vice presidents, managers, and supervisors confirming meetings

• Supported ongoing projects such as the Patient Revenue & Accounting System Project (PRAS), and the Accounts Receivable Reporting System Project (ARRS)

• Processed all department Personnel Action Requests (PARS) for employment, terminations, or other

action items

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Administrative Assistant IV, Financial Operations, California Division

January, 2001 – March, 2002

• Coordinated and scheduled meeting and travel logistics and distributed pre-meeting materials

• Composed memorandums to company vice presidents, managers, and supervisors confirming meetings

• Supported the workload of the Director of the Financial Process Improvement California Finance Division and the Administrative Officer of Financial Operations

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Administrative Assistant IV, Executive Offices, California Division

August, 2000 – January, 2001

• Coordinated and scheduled meeting and travel logistics and distributed pre-meeting materials

• Composed memorandums to company vice presidents, managers, and supervisors confirming meetings

• Supported the workload of the Senior Vice President and Vice President of California Division Counsel

• Answered Kaiser member complaint calls, and filed the results of the research

• Compiled Kaiser member information

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Administrative Assistant, Performance Analysis

January, 1998 – August, 2000

• Coordinated and scheduled meeting and travel logistics, video-conferences, and distributed pre-meeting materials

• Scheduled and managed the Performance Review and Quarterly Review meetings throughout the California Region

• Summarized the Regional Business Plans for all Kaiser regions

• Managed the expense accounts

• Supported the workload of the Director of Performance Management, and the Vice President of Finance

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Secretary, Office of the President

December, 1996 – January, 1998

• Participated in creating office teams (e.g., Turnaround Performance Management Team / Direct Community Benefit Investments Group)

• Received Regional Business Plans and distributed the plans to upper management

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Secretary, Office of the President December, 1996 – January, 1998 (Cont’d)

• Initiated the process of the Regional Performance Reviews and Quarterly Review Meetings with Deloitte & Touche consultants

• Prepared boardroom minutes, agendas, and talking points

• Formatted regional summary information from the Regional Business Plans

• Coordinated meetings and conference calls with Regional Managers

• Supported the workload of the Director of Corporate Services Administration

• Formatted the Regional Financials (e.g., Mid-Size Region Alliance / Rapid Growth Region Alliance to increase membership and improve quality and service)

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Secretary, Finance

January, 1995 – December, 1996

• Supported the workload of the Performance Management process for each Kaiser region

• Received and distributed Regional Business Plans

• Scheduled meetings, conference calls with Regional Managers to discuss the Regional Business Plans

• Support the workload of the Director of Long-Range Planning

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Senior Secretary, Department of Policy and Planning

May 1985 – January 1995

• Coordinated and scheduled monthly meetings for the Health Care Reform Team ( The Health Care Reform Team was organized to comply with Former President Bill Clinton’s Administration policies)

• Typed a variety of reports for upper management review and distribution

• Received and distributed Business Plans

• Developed a format for all regional summary Business Plans

• Supported the workload of the Director of Corporate Services Administration

Kaiser Foundation Health Plan / Kaiser Permanente Medical Care Program, Oakland, CA

Secretary, Medical Economics and Statistics

January1979 - May 1985

• Updated rates and benefits tables for employees of Kaiser Permanente and Kaiser

members

• Developed tables utilizing the Vydec computer

• Maintained confidential filing for Kaiser employees and members

• Managed expense reports, and coordinated travel and meeting logistics

• Supported the workload of the Supervisor of the Medical Economics and Statistics Department

• Formatted regional summary information from the business plans

• Prepared meeting minutes, agendas, and talking points

EDUCATION

New Bedford High School, 1971, New Bedford, MA

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