Paula A Luick

386-***-****

**** *. ******* ****

New Smyrna Beach, Florida 32168

ad1hxc@r.postjobfree.com

Professional Experience

The Law Firm of Charles Vega, P.A.

Administrative Assistant 05/2023 - Present

Conducting legal research and providing information to the lawyer

Drafting documents of various legal disciplines

Managing and carrying out the prompt delivery of the contracted legal services

Organizing and supporting the legal department’s daily administrative activities

Managing files, calendars, schedules, appointments, travel arrangements, and databases

Screen calls for viable cases for the firm

Monthly Collections and Retainer Reimbursement

Center One – Buffalo, NY 06/2018 – 09/2022

Remote Call Center Supervisor

●Responsible for daily operations of an Inbound Virtual Call Center Team consisting of approximately 20-25 Customer Service Agents

●Lead team to meet daily metric and KPIs as contractual obligations outlined with our client.

●Lead representatives to better performance and improve the customer experience.

●Analyze daily data reports to identify opportunities for agents to expand their knowledge of products and services. Improving performance.

●Address staffing and scheduling needs which consists of interviewing, agent meetings, and addressing disciplinary action up to and including termination.

●Monitor call center call volume ongoing to make necessary adjustments in meeting hourly/daily goals.

●Provided 4 months of Inbound Training in multiple virtual classroom environments with new agents being introduced to Center One credit cards and services.

●Ensured daily compliance Risks presented to agents to ensure reduction in overall departmental risk occurrences.

●Participated in Senior Leadership weekly Calibration Meetings and Verbal Regulatory Meetings to review company expectations.

●Responsible for on-call coverage daily during all hours of operation within the call center.

Apple One Staffing – Buffalo, NY 09/2017 – 07/2018

Fraud Prevention Specialist

●Analyzes high risk transactions across all payment channels to identify possible cases of fraud.

●Handle inbound and outbound calls, with excellent customer service skills.

●Interacts with internal and external customers and supervisor to recommend and perform appropriate actions required to mitigate losses and to provide a positive customer experience.

●Documents and evaluates results of actions to support fraud trending and reporting and ensures that best practices are followed.

●Mentors less experienced Specialists.

Senior Helpers – Tampa, FL 04/2017 - 07/2017

Office Manager

●Develop organizational procedures and systems for office personnel, including filing, billing, accounts payable, payroll and scheduling

●Manage 4 office staff and approximately 120 field employees, including schedules and troubleshoot scheduling conflicts as they arise

●Improve employee and client retention rates through active communication and problem-solving efforts

●Complete home assessments for new patient services as needed, averaging approximately 3-5 per week

●Knowledgeable of mental health and medical issues presented by patients to assist CNA’s and HHA’s staff in difficult scenarios

●Attend Meet and Greet visits for new implementation between field staff and patients

●Hire and train new hires as well as provide disciplinary action, performance improvement plans and/or termination as required

●Provide 24/7 on call

●Knowledge of HIPPA guidelines

●Supervise field staff for Quality Assurance and Treatment Plan procedures daily

●Order supplies and equipment as needed

●Establish team atmosphere through leadership and employee development

Tampa General Hospital – Tampa, FL 07/2012 – 11/2016

Supervisor of Communications and Service Response Center

●Supervised a team of approximately 15-20 operators and Team Lead, which is 24/7 operation

●Available via on call 24/7 to handle any emergencies issues that may present themselves

●Supervised and monitored staff weekly to ensure proper processes and procedures are being adhered to

●Interviewed, hired, trained and present disciplinary action as required by departmental / hospital procedures.

●Responsible for day to day operations and emergency situations for Communications, Service Response Center, 17 TGMG Clinic Answering Service calls, pagers for all necessary emergency staff, Transplant Emergency Services and Emergency Codes for the hospital.

●Monitored call volume through Avaya CCMS and adjusted staffing as needed.

●Attended various meetings within the Hospital to address Code policies, Transplant Services and various other services which interact with the Contact Center daily, with a very strong relationship with IT

●Ensured continued Hippa compliance within the Service Response Center

●Assisted Director with monthly budget reconciliation as needed

The CSI Companies – Tampa, FL 04/2012-07/2012

Interim Manager of Communications

●Hired on through a temporary to permanent staffing agency and was assigned the Interim hospital procedures.

●Supervised a call center team of approximately 18 Operators and 2 Team Leads.

●Manager for the Communications Department at Tampa General Hospital.

●Interviewed, hired, terminated and presented disciplinary action as required by departmental /

●Handled inbound calls into the main switchboard at Tampa General to various areas within the hospital and its affiliations

Education

Buffalo State – State University of New York – Buffalo, NY

Bachelor of Science – Criminal Justice

Employee of the Year – Equifax Check Services 2000

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