Manager Customer Service

LORI A. WILLIS

** ****** ****** ******, ** ***** 781-***-**** **********@*****.***

Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as a Department Coordinator, Office Manager, Executive Assistant and HR Administrator. Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line. Offers advanced computer skills in Word, Excel, Power Point, Outlook, Visio, Meditech, EPIC, Centricity/EMR, People Soft, Eras, HRIS, Taleo, Peachtree, Quick Books, ADP, ACT, Lotus Notes, Siebel, MS Publisher, File Maker Pro and My Residency.

Key Skills

HR Administration/Recruiting

Benefits and Enrollment

Teambuilding & Supervision

Staff Development & Training

Policies & Procedures Manuals

Presentation Development Report & Document Preparation

Spreadsheet & Database Creation

Accounts Payable/Receivable

Bookkeeping/Payroll/Reconciliation

Customer Service

10 Key Proficiency Records/File Management

Meeting & Event Planning

Inventory Management

Expense Reduction

Booking Travel Arrangements

Calendar Management

Experience

David Feldman CLU, ChFC & Associates Boston, MA 2009-2011

Office Manager

Managed office services by organizing office operations and procedures; prepared/managed weekly payroll/monthly taxes/annual taxes/W2’s, bank reconciliations; booking travel arrangements and appointments; controlling correspondence; designing filing systems; managed calendar; reviewing and approving supply requisitions/quotes/maintenance of equipment; assigning and monitoring clerical functions; recruiter for agency, coordinated semi-annual performance reviews and completed all Human Resource Transaction Forms as needed.

Created automated daily/monthly statistic reports and spreadsheets that reduced inaccuracies and provided management with an important decision making tool to run the business efficiently.

Decreased office expenditures 10% by implementing needed controls on stock/supplies and standardizing ordering procedures.

Developed new client relations through telephone contact and sales activity.

Prepared meeting minutes, edited insurance applications and created project punch lists.

Supervised one Administrative Assistant.

Improved communication efficiency as primary liaison between departments, clients and vendors.

Trained new employees on Client Service Database System as well as ledger software.

Processed accounts payable/receivable requests and expense reimbursements including: invoicing, cash application, researching charge backs, discrepancies and issuing credit memos.

Verified payments completed by insurance carriers.

Created presentations, mass mailings, marketing material, organizational charts, and graphs for Financial Representative.

Reviewed and explained insurance plans to clients to guarantee full understanding of premium policies and procedures.

Vinfen Cambridge, MA 2007-2008

Executive Assistant

Served as Executive Assistant to the Senior Vice President, Medical Director and Management Staff of Psychiatric Rehabilitation Division. Managed a busy phone system and recruitment process, prepared Human Resource Transaction forms for new and terminating employees, coordinated semi-annual performance reviews and functioned as primary liaison to clients and ensured a consistently positive customer experience.

Prepared Consultation Tracking Reports, managed payroll process, expense reimbursements, accounts payable requests, purchase orders, presentations, spreadsheets, correspondence, organizational charts and graphs for Psych. Rehab Division.

Efficiently scheduled appointments, meeting arrangements and logistics for conferences internationally, as well as locally.

Managed administrative budget for the Psychiatric Rehabilitation division.

Coordinated travel logistics and flight arrangements for conferences internationally and locally.

Maintained corporate website for division.

Worked under minimal supervision.

Planned and organized events for annual functions.

Purchased office supplies and equipment for division.

Maintained calendar for Sr. Vice President and Medical Director.

Managed Client database for Psychiatric Rehabilitation Division.

Cambridge Health Alliance/Cambridge Hospital, Cambridge, MA

2001-2007

Psychology Program Administrative Coordinator II/Recruiting Coordinator/Administrative Manager

Administratively managed the Division of Psychology Internship, Fellowship, and Traineeship in all aspects of administration and maintenance of psychology programs in collaboration with Chief of Psychology and Associate Directors.

Managed the recruitment process for the division including: completed HRTF’s – termination paperwork, new hire forms, semi-annual performance reviews, change of status, Cori checks, reference checks and re-hire forms for the Psychology Training and Education office.

Managed payroll process for 150 employees, overseen annual orientation of new employees/interns arranging faculty appointments, voice mail access, pagers, office space and equipment, internet access, health insurance benefits, ID badges, medical staff paperwork, and IT access/trainings.

Created the first Administrative Manual for the Division of Psychology which included: training and development, tracking of all off site cell phones, computers, copy/fax machines, hospital directories and created strategies within the manual that implemented plans for the improvement of the recruitment process.

Organized and planned the Harvard Faculty Club annual graduation for the Psychology Education and Training Program graduates.

Screened and reviewed 350 resumes annually for applicants that were interested in applying to the Psychology Education and Training Program within the Cambridge Health Alliance and Harvard Medical School.

Provided administrative support to Chief of Psychology and Associate Directors which included: spreadsheet creation, presentations, correspondence, filing, supervision logs, maintained Harvard Medical School website for Division of Psychology.

Worked under minimal supervision.

Solved problems that would arise within the program.

Assisted in the implementation of reports and grants through the American Psychological Association, Department of Mental Health, General Medical Education Committee.

Handled multiple tasks with strong attention to detail in an accurate and timely manner.

Coordinated the minute taking, scheduling, and conference space for yearly training seminars/events, faculty appointments, and weekly departmental meetings.

Processed all budgetary items according to fiscal budget for the Division of Psychology.

Melrose Wakefield Hospital Melrose , MA 1998-2001

Department Administrator – Laboratory Services/Imaging Services

Provided administrative support to Laboratory Director, Imaging Director, and management staff supporting four off site campuses.

Coordinated and prepared orientation packets for new employees.

Processed new employee training materials: change of status forms, leave of absence forms, tuition reimbursement forms, salary/budget revision forms, and discussion/corrective action forms.

Maintained and revised policies and procedures according to Joint Commission standards and JCAHO standards.

Assisted management with annual budget for the Department of Laboratory Services and Imaging Services.

Prepared spreadsheets, presentations, org. charts and correspondence.

Managed the temp. pool for Laboratory Services which included: processing payroll, supervised 8 temporary employees, delegated projects and misc. filing.

Edited and created departmental brochures.

Produced weekly and monthly inventory logs for departments.

Fleet Corporate Services/Private Clients Group Malden , MA/Boston, MA 1992-1998

Account Manager/Executive Assistant

Provided administrative support to Senior Vice President and Chief Financial Officer within Fleet Private Clients Group.

Managed a staff of 15 temporary employees for staffing and coverage of all shifts.

Completed monthly evaluations of temporary employees.

Served as liaison support for Marketing Director.

Processed confidential client data pertaining to customer accounts needing special attention.

Coordinated quarterly functions for Marketing Director and department.

Created spreadsheets and statistical reports for senior management.

Served as liaison support Wholesale/Retail Lockbox customer base, servicing Fleet MA, ME and NH affiliates.

Maintained daily statistics for each lockbox employee.

Managed personal accounts pertaining to customer satisfaction.

Cross-Trained employees to review mail, call center inquiries, invoices, balance payments and process checks pertaining to Lockbox accounts.

Purchased office supplies/equipment, provided coverage for reception area, created spreadsheets and processed HRTF’s as required by department.

Education

New England College of Finance Boston, MA 1995-1997

Business Management, Total Quality Management, Principles of Management

North Shore Community College Lynn, MA 1990-1992

Business Administration, Marketing

* Received Distinguished Service Award for Outstanding Contribution and Service

* Notary Public Commonwealth of Massachusetts Commission Expires August 14, 2011

* Received Massachusetts Real Estate License Certification to take Exam.

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