Customer Service Office
Resume:
Sheila Pagan-Sullivan
**************@*******.***
SKILLS, ACKNOWLEDGE AND ABILITIES
• •
Recruitment and Onboarding Full Charge Bookkeeping
• Multi-Office Site
• •
Employee Relations, SBA 7(a), 504 Lending
Management
Training and Development Program
• Office Construction and
• •
Performance Reviews Commercial Lending and
Build Outs
Securitization
• Benefits and Compensation • Familiar with Electrical and
• D&B Credit Scoring and
HVAC Units
• Separation and Succession Experian Consumer Reports
Planning • Fire, Safety and Disaster
• FACTA, SOX, PCI
Recovery Policies
• Employee Policies and Compliance
Procedures • OSHA Compliance
• SharePoint and Intranet Site
• H-1B Visa, FLSA, FMLA, Administration
• Honeywell Access System
ADA
• Excel, Word, PowerPoint,
• CCTV Security System
• Labor and Employment Law Visio
• CAD drawings (space, IT,
• USAePay Merchant
HVAC, security)
Processing
• Operations Policies and
Procedures
Certificate: SHRM Professional Human Resources Management • Accounting • Bookkeeping
Relevant Training: ADP PayXpert • ADP EzLabor • Polaris Payroll • Six Sigma Fundamentals • High Speed Project
Management
• Ergonomics, Office Moving and Fire Safety Basics • SBA 7(a) and 504 Lender Training: The Review Process •
Commercial Loan Documentation • Financial Statement Review
Licensed: New York State Notary Public Language: Spanish fluent (speaking, reading, writing)
Education: Southern New Hampshire University Candidate for B.S. in Industrial Organizational Psychology
Expected 5/2018
Penn Foster College A.S. in Human Resources Management
Expected 10/2015
EXPERIENCE
Newtek Small Business Finance, LLC (1/2003 – 1/2015)
7/2012 – 1/ 2015 Operations and Facilities Manager
Developed and established policies and procedures. Increased operational effectiveness of key departments (Technology,
Mailroom, Customer Service and Loan Accounting) by streamlining processes and procedures. Organized and
coordinated daily office operations.
• Supervised Administrative and Mailroom staff. Operated Pitney Bowes postage meter and folding machine.
• Managed staff resource allocation across multiple projects tracking bandwidth. Forecasted staffing needs.
• Assisted C-Level executives with Ad Hoc projects, calendars, expense reports and travel arrangements.
• Helped with loan files preparation for quarterly and yearly SBA 7(a), Bank and Internal audits.
• Developed and maintained credit risk policies and procedures.
• Created and implemented department operational and disaster planning policies, goals and procedures.
Workflow charts.
• Conducted operational and facilities audits in compliance with FACTA, SOX, OSHA and other company
policies.
• Job posting, recruitment, background checks and onboarding new staff.
• Employee relations. Performance reviews and disciplinary actions.
• Coordinated office events.
• Training and development.
• Developed and updated employee handbook, code of conduct and non-solicitation agreements.
• Managed and completed maintenance repairs. Assembled and dismantled office furniture.
• Was primary contact for building property management office, real estate brokers, electrical and HVAC vendors.
• Provided site selection, lease negotiations, planning, scheduling of construction and budgets for Multi-State
offices. (Florida,
Texas, Georgia, Tennessee, California, Virginia, Long Island and NYC).
• Online inventory system for all office equipment and furniture. Purchase office, computer, furniture and pantry
supplies
• Assigned security badge and office access to new hires. Oversaw office security and safety.
• Developed and assisted with implementation of disaster plan. Conducted quarterly fire safety drills.
Sheila Pagan-Sullivan Page
2
1/2008 – 7/2012 Human Resources and Facilities Manager
Human Resources Generalist responsibilities for division that had over 100 employees (including remote and 1099
contractors). Recruitment, onboarding, HRIS database and policy development. Facilities manager for offices located in
Florida, Virginia, Texas, Louisiana, NYC and Long Island.
• Processed ADP Payxpert multi-state payroll for 270 non-exempt and exempt employees.
• Assisted C-Level executives with expense reports, calendar, travel arrangements and ad hoc projects.
• Recruited C-Level, SVP, Loan Closers, Underwriters and Administrative staff. Job posting and onboarding new
staff.
• Employee relations, training and development.
• Quarterly and annual performance evaluations and disciplinary actions.
• Implemented strategies and programs that would maximize human capital and drive performance goals.
• Administered benefits, wellness and compensation programs.
• Coordinated office events
• Employment Law, FMLA, H-1B Visa. Gathered and prepared documents for annual Workers Compensation and
Payroll audits.
• Developed employee handbook, code of conduct, insider trading, and non-solicitation and non-compete
agreements.
• Supervised administrative, mailroom, reception and scanning personnel.
• Employee seating plans. Office moves and employee relocations.
• Maintained copies of office leases and regulatory activity files (OSHA, ADA, and Office Safety).
• Primary contact for building property management office, brokers, electrical and air conditioner.
• Produced office floor plans on MS Visio. Familiarity with engineer, space and HVAC drawings.
• Developed and maintained office policies, procedures and organizational charts.
1/2003 – 1/2008 Office Manager/Accountant/Human Resources
Office operations and supervision of administrative staff. Full charge bookkeeping and accounting duties for lending
division. Human Resources Generalist. Paychex Online payroll processing. Developed internal SBA 7(a) and 504
Lending Training Programs.
• Maintained records of division’s financial transactions. Established accounts and posted transactions.
• Booked secondary market loan sales and proceeds.
• Assisted C-Level executive with his personal and business calendar, travel arrangements and transcription of
meeting notes.
• Processed payroll.
• Administered company benefits (medical, dental, transitchek and 401K).
• Developed and maintained time/leave procedures and policies.
• Prepared annual administrative and training budget.
• Supervision of administrative staff.
• Assistant to CEO, CAO, CFO and President. Scheduled and attended Board meetings.
• Recruited and onboarding of new hires.
• Day to day office operations. Purchased offices supplies and equipment.
• Created job descriptions, employee handbook and code of conduct.
• Developed and maintained loan file archive documents located at storage facility and timely retrieval of loan
files.
Learning Matters, Inc.
1/1995 – 2/2002 Office/Financial Manager
Responsible for daily operations of not for profit educational production company. Human Resources Generalist
functions. Marketing of documentary and products. Worked with architects, construction, electrical, HVAC contractors to
successfully relocate from 1,200 sq. ft. Downtown office to 7,500 sq. ft. Midtown offices which included sound studio and
film editing suite.
• Full charge bookkeeper. A/R, A/P, collections and monthly bank reconciliations
• Developed annual production and office expense budget. Tracked operating and film documentary budget and
expenses.
• Recruited for film editors, producers, research assistants, production assistants, camera and sound personnel
positions.
• Administered employee medical, dental, life insurance, transitchek and 403(b) plans.
• Successfully developed sales product campaigns which led to consistent $100,000 in yearly revenue.
• Created and implemented Board approved marketing, advertising and business development plans.
• Coordinated all company events from documentary film receptions to showings.
• Designed brochures and guides.
• Scheduled Board meetings. Maintained agenda and board notes.
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