Lucy Bakasi

Peoria, IL 309-***-**** ad2sgy@r.postjobfree.com

Customer Experience Finance Integrity Agent of Change

SUMMARY OF QUALIFICATIONS

Multifaceted, client-centric office manager and senior-level accountant with over 20 years of cumulative experience supporting small & medium-sized businesses in home healthcare, manufacturing, and consumer service sectors.

Leverages efficient time management and organizing attributes to handle multiple priorities simultaneously. Self-sufficient and extremely adaptable with an ongoing eagerness to learn new systems and technologies.

Employs influential communication techniques (written & verbal) to effectively collaborate with diverse teams, present complex metrics to senior leadership, resolve conflicts with clients, and negotiate with vendors. Strives to foster a cohesive, positive workplace culture in the face of ambiguity advocating diversity and inclusiveness.

Additional processes and skills of relevance include:

General Accepted Accounting Principles (GAAP) Finance Reporting Auditing Payroll Administration

Profit & Loss Bookkeeping Expense Management Cost Control Business Tax Preparation Human Resources Scheduling Technology Implementation Data Entry Marketing Public Relations Basic First Aid/CPR Certified

Software and systems:

QuickBooks HomeBase Microsoft (Word, Excel, PowerPoint, Outlook, Teams) Multiline Phone Systems

WORK EXPERIENCE

Business/Operations Manager Shirette’s In Home Care, LLC., Peoria, IL 2021 - Present

Oversee the daily operations of a premier home healthcare service supervising a staff of 30 (23 CNAs and seven home care assistants). Instrumental in cultivating the business from the ground up, continuously serving as a passionate brand ambassador to drive growth in a highly competitive environment.

Leverage expertise in finance management, business accounting, accounts payable/receivable, and payroll administration to accurately measure profit & loss, implement cost control, and regulate expenses.

Accountable for HR functions including talent acquisition, employee onboarding & accreditations, licensing, and training to facilitate a favorable client experience. Coordinate home care/client consultations and assessments with family members to identify safety hazards and fall risks while outlining care plan schedules.

Support business awareness by utilizing integrated marketing strategies (social media, senior events, tradeshows, and website optimization) to promote alternatives to assisted living communities.

Independent Care Giver, Peoria, IL 2013 - 2021

Provided weekly home care in addition to finance, and personal hygiene assistance to seniors and disabled individuals. Coordinated regularly with family members and healthcare support personnel as needed.

Customer Services Representative Affina, Inc., Peoria, IL

Served as an informative technical resource assisting customers with product issues via phone and email in a high-volume call center environment. Provided swift resolutions to issues in a professional, empathetic manner resolving potential conflicts before they escalated. Trained incoming representatives on proper procedures.

Emergency Telecommunications/ 911 Dispatcher Village of Peoria Heights, IL

Performed critical public contact and communications utilizing a multiline phone system. Answered emergency and non-emergency calls including requests for law enforcement services. Utilized calming phone etiquette and sound reasoning to handle high-pressure, urgent situations.

Accurately entered data into a computer-aided dispatch system (CAD) and relayed information to agency personnel if needed. Conducted operator equipment testing and trained new hires on these systems.

EDUCATION

Illinois Central College Business Management/Accounting