SUZANNE L. BEACH 562-***-**** ad1g3r@r.postjobfree.com

A result driven leader for department operations encompassing recruitment, new employee

orientation and staffing, training, scheduling and budgeting, Experienced in workplace safety and disaster

preparedness for all size operations. Possesses outstanding customer, staff, and community relations skills.

Customer Service is always a top priority.

PROFESSIONAL EXPERIENCE

Smithco Plastics, Inc. Santa Ana, CA 02/11/ 2019 – Present

Accounts Payable / Accounts Receivable Specialist 714-***-****

This position is responsible for all office operations in a fast paced, deadline driven environment. Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy, and achieve organizational objectives. Works effectively with all departments to coordinate information and resolve problems.

Performs all Accounts Receivable and Accounts Payable functions using multi approval processes.

Performs month end purchase/credit card reconciliations

Performs all Human Resources, Payroll and Health Insurance functions.

Perform all new employee on-boarding.

QuickBooks trained.

Composes clear, accurate, and concise letters, reports and other correspondence.

Manages records by filing and maintaining documents. Maintains privacy and confidentiality of all materials- electronic and hardcopy.

Maintains company supplies inventory.

Works collaboratively with related departments. Displays tact, diplomacy and professionalism.

Excellent computer skills, high proficiency in Microsoft Office Suite

Strong organizational and prioritizing skills. Works well with minimal supervision.

Staying up to date with all compliance programs and requirements

Act as liaison to staff, suppliers, and clients.

In 2018 used reporting functions to clean up AR reports and was able to bring accounts receivables down to a 30-day payment structure with in six months of starting.

In 2020 successfully applied for PPE relief providing to the federal government all required documentation from many resources. In 2021 successfully applied for, and were granted, PPE forgiveness.

In 2021 lowered healthcare costs and employee premiums by 20% by negotiating a new contract. Compared RFPs by four competing agencies and was able to transfer carriers.

In 2022 successfully applied for and were granted ERTC funds.

Handle all responses to government agency request, such as Corporate Statements of Information, Cal Savers, CA dept of Tax and Fees, City of Santa Ana Business licenses, CA Fire Authority, Department of Toxic Substance control, CERS Hazardous Materials Disclosures and all Motor Carrier Renewals through the DMV.

Excellent calendar management skills, including the coordination of complex executive meetings

Exercises discretion, good judgement, leadership, and decision making abilities.

Adds enthusiasm and a can-do attitude to all tasks!

Golden State Medicare Health Plan Newport Beach, CA 07/25/ 2018 – 01/29/2019

Contact Center Manager (Temp position through Mattson Resources) 877-***-****

This position is responsible to help oversee employee performance, call center volumes, counsel struggling employees based on KPI indicators and run audit reports.

Manages the call center’s team of agents, always remains available for agents’ questions and concerns.

Provides coaching and assistance to call center agents on an ongoing basics

Analyzes call data and develops strategies to improve call flow and process

Works collaboratively with the Member Services Supervisor to ensure smooth daily operations

Oversee and ensure conflict resolution between agents and costumers

Presents department metrics and strategies for improvement to leadership team

Oversees training of new call center agents

Ensure that all employees follow the company’s best practices for call center management and operation

Runs regular staff meetings with the call agent team

Keeps up with industry news and relays information to call center leadership team and staff

Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.

Communicates any company policy and procedure changes to Member Services agents

Monitors, measures, and plans activities to steward contact center resources and systems

Maintains and improves contact center operations through careful oversight of workforce management activities

Noridian Healthcare Solutions, Westminster, California 04/28/2014 - 03/02/2017

Team Leader, Technical (Call Center Manager) 800-***-****

With the home office in Fargo, North Dakota, independently managed a fast-paced Medicare

Part B Call Center, under strict CMS standards. Facilitate and guide staff, to provide them with tools,

skills and guidance to become responsible for their workloads and their teammates. Help influence the

direction of Medicare, in meeting NHS goals. Ensure workloads meet and exceed CPE standards in coordinating workloads for a multiple state contractor while operating within the Medicare and Corporate budgets.

•Managed up to 37 full time employees to ensure all workloads are met Coordinated all hiring,

•terminating, training and on-going education of all staff to ensure proper staffing levels.

•Ensure call center standards are met within strict CMS guidelines. This included the ASA

(Average Speed of Answer) of 60 seconds or less was met or exceeded monthly and quarterly.

Confirmed a consistent average of 95% accuracy in Knowledge, Privacy, and Customer service and

Production standards were met monthly and quarterly.

•Met with all staff monthly to review progress and provide positive feedback and/or constructive feedback

for quality improvement. Ensure HIPPA, PHI and PII privacy regulations were always met.

•Demonstrated leadership skills, to include the ability to research, evaluate, analyze, resolve, and

implement and present solutions and process improvements.

•Strong PC skills. Demonstrated ability to develop spreadsheets, reports and graphs, flow charts and documents.

Served as the primary contact for a 10,600 square foot suite. This included a full kitchen, break areas,

restrooms, conference rooms, training rooms and multiple offices. Oversaw all IT, plumbing, electrical

and all troubleshooting of facility workings and manage inventories.

Memorial Care Health Systems 04/1981 – 07/2013

Orange Coast Memorial Medical Center, Long Beach Memorial Medical Center, 562-***-****

Miller Children’s Hospital Long Beach, Community Hospital Long Beach

Admitting Manager / Communications Manager

Oversaw 24/7 department operations with responsibility for staff recruitment, orientation and ongoing development for a major academic medical center, a children’s hospital and a community hospital with 1,053 combined beds. Managed an $800,000 expense budget, with 13 direct reports.

•Served as the primary contact for the orientation of all new management and employees to set up communication tools and facilitate understanding of related organizational policies and procedures.

•Participated in various hospital committees, including the Employee Applause program, Patient Safety, Infant Security, Environment of Care, IT Downtime Planning, StaR Team and CPR.

•Completed Gallup principles training and utilized Gallup tools to improve employee satisfaction and engagement scores. Increased 2012 employee engagement grand mean scores by 35 points and raised management accountability index scores by 70 points. The hospital received the “Gallup Great Place to Work” award for three consecutive years.

•Managed a unionized workforce without any filed grievances for more than three years through successful conflict resolution.

•Responsible for departmental employee relations, including investigations, employee interviews, documentation of findings, employee and manager coaching and implementation of disciplinary procedures when necessary.

•Ensured compliance with regulatory requirements associated with HIPAA, ADA, FMLA, LOA, as well as state and federal labor laws.

•Led a major restructuring of the communications department, including an introduction of resource manuals at each workstation and a quick reference guide with department extensions, increasing productivity of operators by 20%.

•Redesigned and upgraded workstations to an ergonomically outfitted setup with soundproofing, improving staff morale.

•Researched pager equipment options and upgraded pagers, the pager system software and antennas. Accelerated delivery of pager messages.

•Streamlined the request and authorization process for cell phones by implementing an online application with criteria. Cut the wait time from two months to two weeks.

•Conducted an overhead page audit that reviewed the volume of pages by physician. Submitted findings to the Noise Reduction Task Force for follow-up, resulting in eliminating unnecessary overhead paging and improving patient satisfaction.

•Participated in vendor selection, purchasing and the successful installation and ongoing application enhancement of the Homeland Security-sponsored emergency communication system.

•Served on the hospital’s HICS (Hospital Incident Command System) as the Communications Officer with responsibility for dissemination of emergency cell phones, assistance with incoming calls and coordination of communication issues with the phone company. Completed all required NIMS training.

•Trained in Lean Management Principles; completed a 5S workshop in the department.

(Sort, Systemize, Shine, Standardize, Sustain)

Orange Coast College, Associates Degree 1996

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