Angela L Hooper
Natural Bridge
Summary
Driven and results-oriented professional seeking a position that will allow me to leverage my existing skill set while continuing to develop new competencies. I bring over ten years of experience providing comprehensive administrative and clerical support, along with supervisory experience and a proven ability to handle confidential information with discretion.
I am highly effective in fast-paced environments, consistently meeting tight deadlines while maintaining accuracy and attention to detail. My strengths include excellent telephone communication, strong organizational and filing systems management, and well-developed verbal and written communication skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Performance Manager
Medical Answering Services LLC.
Syracuse, NY
05.2022 - Current
- Mentored team members, fostering a culture of continuous improvement and professional development.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Conducted regular performance reviews, providing actionable feedback to enhance team effectiveness and morale.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Conducted thorough assessments of employee performance, identifying strengths and areas for growth.
- Promoted a culture of accountability by reinforcing performance expectations and ensuring timely follow-up on action items.
- Maintained open lines of communication between managers and employees for a transparent organizational culture that valued feedback.
- Established clear communication channels for employees to voice concerns, promoting a healthier work environment.
Administrative Asst.
Credo Community Center-RRSY
Evans Mills, NY
01.2020 - Current
- Referral and Admission processing and Interviewing
- Corporate Compliance
- Quality Assurance documentation and follow up
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- OASAS Bed Availability and Waitlist Reporting
- PAM Survey Trainer
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Medication Management for Residents
- Assistance with Legal and DSS mandated reporting
- Assistance with Service Planning and Comprehensive Evaluations
- Assistance with Case Management
- Managed daily office operations, ensuring efficient workflow and communication among departments.
- Developed and maintained filing systems, enhancing document retrieval efficiency by implementing organizational standards.
- Coordinated schedules and appointments for management, optimizing time management and resource allocation.
- Facilitated training sessions for new staff, fostering team collaboration and knowledge sharing within the organization.
- Streamlined administrative processes to improve service delivery and reduce turnaround times on requests.
Addiction Counselor Asst/Admin Clerk/Admission Coordinator/Q.A Specialist
North Country Freedom Homes
Canton, NY
01.2015 - 01.2020
- Incident Reporting and Investigations with NYS Justice Center
- Referral and Admission processing and Interviewing
- Corporate Compliance
- Quality Assurance documentation and follow up
- PAM Survey Trainer
- Educational Liaison for Residents
- Back up for Administrative Assistant / Payroll
- Website Creator and Manager
- Provided individual and group counseling sessions to facilitate recovery from addiction.
- Developed personalized treatment plans tailored to client needs and goals.
- Conducted assessments to evaluate clients' progress and adjust interventions as necessary.
- Collaborated with multidisciplinary teams to enhance overall client care and support services.
- Educated clients on coping strategies and life skills to promote sustained recovery outcomes.
- Implemented evidence-based practices to improve program effectiveness and client satisfaction.
- Developed customized aftercare plans for discharged clients, ensuring they had access to ongoing support services upon completion of formal treatment programs.
- Developed patient care plans and documented progress toward goals.
- Coordinated with other healthcare providers to facilitate seamless transitions between levels of care for clients during their recovery journey.
- Maintained detailed records of client interactions, ensuring accurate tracking of progress over time.
- Established strong rapport with clients through active listening techniques and empathy, creating an environment conducive to healing.
- Conducted thorough assessments to accurately diagnose individuals struggling with substance use disorders or co-occurring mental health conditions.
- Served as a liaison between clients and social service agencies, advocating for additional resources whenever necessary.
- Continuously pursued professional development opportunities to stay current with best practices in addiction counseling and treatment methodologies.
Office Manager
Stadium International Trucks
Watertown, NY
01.2015 - 01.2015
- A/P and A/R
- Invoicing and Purchase Orders
- Technician time and payroll
- General office duties
- Customer Service
Peak Holiday Coordinator
United Parcel Service
Potsdam, NY
01.2014 - 01.2015
- Daily oversight of 38 staff
- Review and verify all preparation activities and ready the center to efficiently utilize helpers during peak season
- Review and implement driver helper plan by area
- Assist HR with orientation and training
- Develop dispatch matrix for all areas
- Complete training plan for all helpers on road
- Communicate with drivers regarding helper plans and hours
- Pro-actively implement correct driver and helper timecard procedures
- Track and report daily results
- Communicate with HR, management and safety division and assist where help is needed
- Distribute and collect uniforms and helper payroll
- Package tracking and customer service
Project Management Assistant/Reception
Con Tech Building Systems
Gouverneur, NY
01.2012 - 01.2014
- Coordinates with the PM staff for the monitoring of inventory and ordering process
- Assists with the requisition of the necessary and required permits and certificates related to any facility related construction and renovation projects
- Provides support in the research and identification of technical, outside sourcing, and external project support resources when appropriate
- Assists with the management of relationships with suppliers, vendors, and contractors as needed
- Supports the PM, Director, in completing general form information, preparing and distribute notes, memos, RFP’s, contractual agreements, AIA documents etc
- Prepare and submit all necessary paperwork to accounts payables as it relates to processing payments for contractors, vendors and materials
- Performs other related duties as requested
- Promoted to upgraded positions twice in less than a year
Licensed Insurance Agent
State Farm Insurance
Canton, NY
01.2011 - 01.2012
- Promote and sell Life and Health or Auto Insurance to prospective and existing customers based on need
- Deliver customer service and build customer loyalty
- Provide effective and timely resolution of a number of inquiries and questions
- Provide information on all products and marketing
Customer Sales Rep.
Premier Technologies
Ogdensburg, NY
01.2011 - 01.2011
- Deliver customer service and build customer loyalty
- Provide effective and timely resolution of a number of inquiries & sales questions
- Provide information on all products and marketing
Temporary Customer Service Rep, Inbound Call Center Sales
Stream Global Services
Watertown, NY
01.2010 - 01.2011
- Deliver customer service and build customer loyalty
- Provide effective and timely resolution of a number of inquiries
- Handled a high influx of inbound calls in a dynamic call center environment
- Utilized multiple call center support applications to assist customers
Temporary Pharmacy Technician Thru Kelly Service
Health Direct Pharmacy
Gouverneur, NY
01.2009 - 01.2010
- Understand technical and pharmaceutical terminology
- Interpret and fill physicians’ prescriptions for customers
- Verify all patient information before filling a prescription
- Contact physicians and benefits providers as necessary to process a prescription
- Complete third-party insurance forms and other paperwork
- Provide a professional and confidential environment for customers on all occasions
Education
CASAC 350 -
Helio Health
Syracuse, NYAAS - Applied Science
SUNY Canton
Canton, NY01-2020
AAS - Business Administration/Accounting (Medical Concentration)
SUNY Canton
Canton, NY01-2020
Certificate - Business Office Technology
SUNY Canton
Canton, NY01-2006
Regents Diploma - undefined
Colton - Pierrepont Central School
Colton, NY01-1995
Skills
- Coaching and mentoring
- Customer focus
- Performance analysis
- Data interpretation
- Quality assurance
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Organizational skills
- Team leadership
- Active listening
- Adaptability and flexibility
- Verbal and written communication
Certification
- NYS OASAS Credentialed Alcoholism & Substance Abuse Counselor Trainee (CASAC-T) License # 36623
- NY State Notary Public
- New York State Care Coordination Certificate
- 35 Hour New York State Community Health Worker Certification
- NYS Justice Center Investigations Training
- NYS Office Of Children and Family Services Mandated Reported Training
- Awarded OASAS Addictions Professionals Scholarship – 2020
- 8 Hour Mental Health First Aid Certification
Timeline
Performance Manager
Medical Answering Services LLC.
05.2022 - Current
Administrative Asst.
Credo Community Center-RRSY
01.2020 - Current
Addiction Counselor Asst/Admin Clerk/Admission Coordinator/Q.A Specialist
North Country Freedom Homes
01.2015 - 01.2020
Office Manager
Stadium International Trucks
01.2015 - 01.2015
Peak Holiday Coordinator
United Parcel Service
01.2014 - 01.2015
Project Management Assistant/Reception
Con Tech Building Systems
01.2012 - 01.2014
Licensed Insurance Agent
State Farm Insurance
01.2011 - 01.2012
Customer Sales Rep.
Premier Technologies
01.2011 - 01.2011
Temporary Customer Service Rep, Inbound Call Center Sales
Stream Global Services
01.2010 - 01.2011
Temporary Pharmacy Technician Thru Kelly Service
Health Direct Pharmacy
01.2009 - 01.2010
AAS - Applied Science
SUNY Canton
AAS - Business Administration/Accounting (Medical Concentration)
SUNY Canton
Certificate - Business Office Technology
SUNY Canton
Regents Diploma - undefined
Colton - Pierrepont Central School
CASAC 350 -
Helio Health