LAILA D. MACS

Customer Service, Human Resources and Business Operations Professional

*** ******* *** *******, ** 11716

P: 704/408-9626 E: ad0e4r@r.postjobfree.com

Computer and Microsoft Office Literate and Proficient in Conversational Spanish WORK EXPERIENCE

Customer Service Representative 12/2021 - 10/2022

Tuttnauer USA Hauppauge, NY

Front line customer service for manufacturer & distributors of medical sterilizers and autoclave equipment and biologicals President/Consultant 09/2003- Present

The MACS Group NY/NC

Provide marketing, administrative and customer support services to various business organizations across several states. Prepared business plans, budgets, human resources, benefit and claims administration, customer service, retention and compliance programs, contracts, proposals, RFIs, RFPs, regulatory compliance reports and grant writing. Evaluate, procure and manage all client insurance needs.

Assistant Catering Director 08/2018-02/2020

Pompeii Ristorante & Caterers Malverne, NY

Provide front line customer service and managed logistics for family owned and operated business. Duties included client bookings, all aspects of event planning, administration management and human resources support. Chief Operating Officer/ Office Manager 07/2017-07/2018 Carolina Recycles, Inc. Charlotte, NC

General service and operational management. Human resources management from recruiting, interviewing, maintenance of employee/driver DOT files,training, performance evaluations, and corrective action plans up to termination. Benefits administration and management for health, dental and other employee benefits and well as management of all lines of business insurance. Responsible for all local, state and Federal FMCSA, DOT and other regulatory compliance and reporting. Corporate governance, policies and procedures and customer service. Office and Human Resources Manager 08/2015-07/2017 RJ Waste & Recovery Charlotte, NC

Planned and implemented marketing, recruitment and human resources, operational and customer service programs and policies and procedures. Responsible for phone, computer systems, website and IT. Managed corporate governance, licensing, regulatory compliance, reporting, and audits for Federal, State and local governments. Maintained OSHA, customer, employee, driver and vendor files in accordance with regulatory agencies. Procured and managed insurance plans for employees and corporate lines of business. general customer service, office management including new account set up, service and billing for customers, brokers and vendors. Office and Human Resources Manager 08/1999- 09/2012 Hawk Sanitation and Recycling, Inc. Charlotte, NC

Reviewed, revised and implemented all operational and human resources policies and procedures for maximum efficiency. Prepared and managed State application for expansion and licensing of Transfer Station. Maintained all employee, driver, FMCSA, OSHA, DOT files, permits and reporting. Corporate governance, correspondence and annual reports. Procured applicable certifications for contracting and licensing. Responsible for all human resources and benefits administration, customer service and billing functions. Served on the Board of the Waste Management Advisory Committee Mecklenburg County 2010- 2012

LAILA D. MACS

Service Manager/ Benefits Administrator 03/1999- 02/2005 Southern Ice Cream & Gourmet Foods Charlotte, NC

General management of customer service and human resources management including development, procurement and implementation of health, dental, workers compensation and retirement insurance policies for eligible employees and independent contractors. Drafted and maintained customer service and human resources policies, procedures. Managed billing, reconciliation, fleet vehicles and insurance. General correspondence, customer orders, reports, vendor contracts, customer service telephone, voice mail and IT systems. Associate Director, Managed Care Programs 05/1997-10/1998 The Brooklyn Hospital Center Brooklyn. NY

Managed operations for hospital managed care contracts. Provided support to provider offices with financial reconciliation and problem resolution. Assisted in the negotiation, review and rate setting of contracts in conjunction with the Executive Director. Acted as primary operations liaison to institution owned managed care plan HealthFirst. Represented the institution by serving on several boards and committees including the Greater New York Hospital Association's Managed Care Committee, the Voluntary Hospital Association's Workers Compensation and Preferred Provider Organization Operations Committee, the HealthFirst Operations Steering Committee, and various Special Needs Programs. Assisted in the support, service and execution of provider network development and strategic initiatives. Conducted provider, hospital and ancillary credentialing. Assisted in the formation, service and billing support, and coordination of meetings and minutes for the hospital 's Independent Physician Association (IPA). Developed and facilitated training programs in customer service, managed care, operational training programs for hospital network staff including outpatient facilities and community providers. Participated in, Y2K preparedness, Joint Commission credentialing and compliance. Supported executive staff of the institution. Director, Member Services 11/1993-04/1997

HealthFirst Managed Care Plans New York, NY

Designed, implemented and managed all aspects of license preparation for a unique, newly planned hospital owned, not for profit, managed care health insurance company serving Medicaid, Medicare and Commercial lines. Participated in the preparation of application license, from start up human resources, marketing, customer service for operational readiness site visit, and audits. Recruited, trained and managed start up staff of 35 to serve rapidly growing membership. Planned, selected and coordinated information systems and future conversion to provide seamless customer service to all customers of the organization. Developed training materials, service standards, management reports, membership materials and outreach programs.Prepared all regulatory approved marketing and member service materials,, inter and intra departmental policies and procedures, performance evaluation forms and incentive programs. Conducted all Marketing and Member Service two week classroom training programs supervised by the NYS DOI. Designed, implemented and managed all company ACD phone systems. Responsible for relationships and resource building with general public and community based organizations.

Manager Customer Service, Government Programs 11/1990-11/1993 Sanus/NY Life HealthPlans Queens, NY

Responsible for development and management of customer service and enrollment for newly licensed Medicare and Medicaid managed care plans. Key contact for Centers for Medicare and Medicaid Services (formerly HCFA). Prepared marketing and membership materials, recruited, trained and managed all enrollment and customer service staff including the first field customer service program in the region. Worked closely with providers, claims and other internal department departments, Third Party Administrators and contracted vendors including dental, mental health and pharmacy. Oversaw member complaint, grievance and appeals process. Customer Service Representative 05/1989-11/1990

Cigna Health Plans/Total Health Great Neck, NY

Provided general customer service to Medicare and Commercial insured. Worked closely with Enrollment, Provider Reaktion, Quality Management and Utilization Review department. Served on the Complaint and Grievance Committee. Education & References Furnished Upon Request

LAILA D. MACS

EDUCATION:

Certificate in Human Resources Management/

Associate Applied Science in Business Administration (incomplete) 01/2003-06/2006 Central Piedmont Community College Charlotte, NC

Bachelor of Science Business and Healthcare Administration (incomplete) 09/1997-06/1999 State University of New York, Empire College Westbury, NY Certificate in Healthcare Administration and Project Management 09/1997-06/1998 New York University School of Professional Education New York, NY Associate of Applied Science Liberal Arts/ Business Management (incomplete) 09/1986-06/1989 City University of New York, Queensborough Community College Bayside, NY NewYork State Academic and Regents Diploma 09/1983-06/1986 Martin Van Buren High School Queens Village, NY

REFERENCES:

Lisa Mortensen 631/672-4959 ad0e4r@r.postjobfree.com Service Manager, Tuttnauer USA NY

Dr. Joann Coles-Rivers 520/401-7937 ad0e4r@r.postjobfree.com President Rivers & Associates LLC AZ

Former Vice President Government Programs HealthFirst NY & Sanus/NY Life M. Heath Gilbert, Jr. Esq. 704/376-6527 ad0e4r@r.postjobfree.com Partner, Baucom, Claytor, Benton, Morgan & Wood, NC Kelly Stevens 516/592-1080 ad0e4r@r.postjobfree.com Office Manager the Russ Group NY / RoofTech NY

Evelyn Vallario 631/637-0998 ad0e4r@r.postjobfree.com

Marketing Manager Sanus/NY Life & HealthFirst / Board of Elections Coordinator Angela Contreras 980-***-**** ad0e4r@r.postjobfree.com

President of Carolina Recycles Inc. NC

Former Vice President Hawk Sanitation & Recycling, RJ Waste & Recovery NC Robert Feldman 704/651-6644 ad0e4r@r.postjobfree.com Operations Manager, Southern Ice Cream Corp. NC