Office Manager Accounts Payable

Sharon E. Payne

***** **** ******, *** *

Houston, TX 77082

Cell -281-***-****

*************@*****.***

Objective: To secure a position as an Administrator/Assistant Director, Manager, Supervisor, this will allow me to utilize my professional experience and leadership skills.

Skills

Administrator/Supervisor / Office Manager

Accounts Payable Procedures

Accounts Receivable Skills

Grant Writing Procedures

Quick Books Software

Microsoft Office Software and Forms

Case Manager Procedures

Payroll Accounting Skills

American Sign Language

Certified Social worker

NJ-SAMS Software

Amazon Workspace

Teams’ and Zoom applicant

Senior and Elderly care

Assessments

Member of NASW

Point clicks software

SNOW/Service Now

Support Lead/Primary Support Lead

Care Manager

Health Care

Certified in Gerontology

Accu-Care and MDS 3.0

Beacon 2.0

AWS Metrics and Queues

Case Management

Trainer

Experience

Accenture Flex-Maryland Division of Unemployment

Primary Support Team Lead Analyst/Video and In-Home Chat

Permanent -Remote

01/22-2/24

Support agents and GL, SL and TL with any questions or checking any claim that would assist claimants on their claim.

Help with attendance and Payroll or any work assigned to me by TL or when TL is not available.

Training agents in policy and procedures.

Watch AWS metrics for on contacts and for watch breaks, Lunches of agents.

Prepare and update all power points needed in training and updates as needed by all four teams and their SL and TL’s.

Make work items for back dating of claim benefits as needed and take screen shots of identification and picture of claimant to upload to Beacon system, complete forms and Service Now tickets and escalate when necessary. Now that Flex has expired the Service Now system, TL’s and PSLs and SL are now to escalate to external State channels to State employment specialists, for work to work on as it is posted unless it needs more time to be worked.

When needed go on video chat as ASL agent when claimant needed interpreter and assist claimant with their claim.

Always on Teams with Team lead and assist in any manner of help she need me to do or assist in any work or new projects that need to be created for clients’ project. On-Boarding Occurrence Letters and agents Quality Assessment Provide functional and/or technical support for the resolution of customer problems, incidents, issues, requests, and queries. Liaise with other support teams or product teams as required to resolve requests/issues in a timely manner.

Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

Primary Support Lead and Training team in Review wage recheck and Adjudication for the project. Primary Support Lead in Home and Video chat unit. Coordinate Training teams for this project. Made PowerPoint for training units to learn what we do within this project and update as needed. Assist Team Lead in doing attendance, when necessary, AWS Metrics and adherence, Breaks and lunches, the facilized team meets, conducted training for new hires, and follows. Mini training for new skills and quality control. Work with multiple teams and GLs, TLs and SLs, and agents in a virtual environment to provide assistance. Investigate claims and resolutions for all staff when necessary. Assist agents with time payroll and expenses. When changes come about in trends in a system or program, I can update staff and management on all changes and troubleshoot issues that may arise. ASL for Video chat unit when needed at American job sites. Work closely with TL to go over occurrences and write-ups. Set up training teams through Team application and attend and assist when necessary to inform agents need to be updated information and provide insight to what agent, SL and TL need to know about equipment and showing on camera to assist claimants. Prepare necessary documentation to assist claimants when claims are fraudulent, under potential fraud, locked for security purposes, and able to unlock claims, so that claims can advance forward with case management by agents and State representatives. Supervision of 36 Agents on Video/In-home Team.

Artech/Accenture-Maryland Division of Unemployment

Customer Service Representative Agent/Video Chat Agent

Temp to Perm-Remote

May 2021-01/22

Answer calls of claimants on ASW/video calling system wanting weekly certifications on Beacon 2.0 system, or any inquiries regarding claim.

Found out information if claim is on hold, Fraudulent, etc.

Make notes on Beacon system and research information on system.

Make Snow tickets for Back Office work for State Reps or Adjudicators to work on regarding claim and close ticket off

Investigate if documents are uploaded to system or explain to claimants how to upload documents to system.

Work back-Office work on Fraud, PUC, PEUC or MEUC claims.

Check documents if they are in correct format and check google for images of Driver’s license, SSC and address are correct on google maps.

Deny or accept claims depending on documentation.

Submit Video chat form, State form or Alorica form for Adjudication issues with claim.

See claimants in office via video chat via computer screens and phones in office.

Randstad/Maximus-CDC Vaccine Call Center

Customer Service Representative

April 2021- May 2021

Temp-Remote

Answer calls on AWS to give information on where customers can find site to receive vaccination.

Work on personal computer CCD site and google to find nearest like Walgreens, CVS or nearest to their residents.

Sales and Record keeping

July 2014 to February 2019-Pandemic ended business

Self Employed-Per Deum-Newark, NJ

Maintain sale receipts and billing for customers buying provisions for their restaurant.

Take and place orders and collect funds for goods.

Social Worker-CSW

September 2013 to October 2013

Alaris Health @ St. Mary’s Hospital—Orange, NJ

Audit PASSR's in medical charts for social services for LTR, STR and Title IV. Find housing for discharging and LTR Elderly and senior residents. Advocate for Elderly and senior residents with family members, staff, and community services.

Make up case files for social history assessments and interview new Elderly and Senior residents admitted to center. Discharge Elderly and Senior residents to home, whether with family, new nursing home, hospital, or their place of residence

Make meetings with families in regard to Elderly and Senior resident’s care at center and what will happen at discharge or if long term care is needed File cases in files; make copies of documentation Process Recordings Document any changes to Elderly and Senior resident.

Make appointments with families for MDS annual and yearly reports. Apply discharged residents to community Medicaid.

Social Worker Intern

September 2012 to May 2013

Park Crescent Healthcare and Rehabilitation Center--East Orange, NJ

Audit PASSR's in medical charts for social services for LTR, STR and Title IV. Find housing for discharging Elderly and Senior residents Advocate for residents with family members, staff, and community services.

Make up case files for social history assessments and interview new Elderly and Senior residents admitted to center. Discharge Elderly and Senior residents to home, whether with family, new nursing home, hospital, or their place of residence

Make meetings with families in regard to Elderly or Senior resident’s care at center and what will happen at discharge or if long term care is needed File cases in files; make copies of documentation Process Recordings Document any changes to resident.

Intern Social Worker

February 2012 to April 2012

Catholic Charities/ ICMS Program--Newark, NJ

Observing Case Mangers with clients

Attend Monday morning meetings

Travel with workers to their follow-up appointments or taking clients to Doctors, interviews to other agencies, food pantries, etc.

Review cases for Process recordings

Intern Social Worker

September 2010 to April 2011

Newark Housing Authority--Newark, NJ

Assist Social Workers with caseload for Senior and Elderly and Disabled resident’s.

Make assessment folders for Senior and /or Elderly resident caseload

Call housing site Managers to get approval for date and time for presentations for outside organizations and businesses

Make monthly reports on driver’s transportation of Elderly and Senior residents or budge

Clerical work

Observing Social worker

November 2007 to September 2009

Volunteer

May 2007 to October 2007

Essex County Division on Aging--East Orange, NJ

Assisted Case Managers with Elderly and Senior claimants caseloads when phone calls were needed.

Performed basic computer & office procedures in an office environment on a daily basis.

Make phone call for reassessments of Respite, JACC and Respite IV-E programs.

Worked on Cases for Respite Program for Seniors and Elderly claimants.

Administrative Assistant

December 2004 to October 2005

Urban Renewal Corporation Newark, NJ

Assisted company President with daily company operations.

Performed basic computer & office procedures in an office environment on a daily basis.

Answered incoming telephone calls to office and took messages for office staff members.

Sent drivers to retrieve computer components for school facility programs when required.

Auditor Eligibility Determiner

April 2003 to May 2003

Maximus – DYFUS IV-E-- Newark, NJ

Temp

Reviewed AFDC case files for continued eligibility of clients when required.

Reviewed court orders prior to placement of children in different foster homes.

Determined household income deprivation procedures when required.

Requested case files from caseworkers to make decisions regarding of placement of children.

Customer Service Representative

March 2002 to 2002

Horizon Medicare Blue Cross & Blue Shield of New Jersey-- Newark, NJ

Temp

Answered incoming telephone calls from Senior and Elderly Insurance Members regarding enrollment and billing inquiries.

Verified member’s information via Ericson Lang PC.

Assisted in the filling of new enrollment forms.

Eligibility Specialist lll / Case Manager

December 1988 to August 1994

NYC Human Resources Administration-- New York, NY

Determined eligibility of applicants through information provided on applications and screening process.

Conducted re-certification for continued eligibility for all including SSI senior claimant recipient’s when required.

Reviewed and calculated recipient’s monthly grant income.

Determined funding for Work Release recipients when required.

Clerical Supervisor of Court Unit

December 1983 to December1988

NYC Human Resources Administration / ACWS--New York, NY

Responsible for PSA, PSN, & court units daily.

Assisted in the preparing of cases for scheduled court hearings and Case Workers.

Assisted in the supervision of between 7 to 10 Unit Clerks daily.

Assisted in the processing of employee’s quarterly and annual work evaluations.

NYC Human Resources Administration, New York, NY

Medicaid, Food Stamps, DEP-CSR Phones and Telecommunications

Education

Argosy University, Chicago, IL

Graduated with MS Degree in Human Services Administration, 8/2016

Seton Hall University, South Orange, NJ

BA Degree in Social Work, 5/2013, Certified in Gerontology

Graduated with Honors (Delta Sigma Mu) Cum Laude --2013

Essex County College--Newark, NJ

Graduated with AAS Degree in Human and Social Science-- 12/2011

NYC Community College of Technology--Brooklyn, NY

Attended Arts & Advertising Design Courses, 1/80

Springfield Gardens High School, Springfield Gardens, NY

Graduated with a High School Diploma / Academic & Vocational Diploma, 6/79

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