Dana A. Pahlavaninejad
Milford,Virginia
Summary
Experienced in office management and administration with a proven track record of optimizing productivity, efficiency, and service quality in diverse environments. Highly dependable, ethical, and reliable support specialist and leader integrating advanced organizational, technical, and business acumen to drive success. Collaborates effectively with cross-functional teams, dedicated to ensuring operational and service excellence for the organization.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Administrative Manager
Caroline County Department of Public Utilities / Public Works
04.2021 - Current
- Oversea all aspects of utility billing, as listed under “Utility Billing Manager” below, Public Utilities/Works programs and record systems
- Assimilates data and generates operational and regulatory reports
- Prepares all purchasing requests and assures that purchases are made in accordance with County and State procurement procedures
- Reviews accounts payable invoices for all sections of department to ensure accuracy and proper line item budget coding
- Updated/enters Public Utility rate increases into the billing system
- Prepares and processes Public Utility manual invoices
- Prepares and manages utility liens
- Prepares monthly, yearly and special reports
- Gathers and analyses data for budget consideration
- Manage file and records system for department including plans and specifications for on-going projects
- Staff training on procedures and new software programs as needed
- Tracks budget expenditures to assure correctness and balance in each line item
- Fiscal account record keeping, business arithmetic, financial control and office procedures
- Reviews and approves inter department time sheets and requested time off
- Supervise office staff and billing clerk
- Manage new departmental hires, documentation, set up and record keeping
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Maximized organizational effectiveness by conducting regular audits of company policies and procedures, recommending necessary improvements as needed.
- Spearheaded complex projects from inception through completion while adhering to strict deadlines without compromising quality or integrity.
- Led administrative team in supporting department heads, ensuring smooth day-to-day operations.
- Conducted regular performance reviews to identify areas for improvement and develop action plans for administrative staff.
- Coordinated with IT department to upgrade software, resulting in improved data security and system performance.
- Coordinated annual compliance audits, ensuring all administrative processes met regulatory requirements and standards.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
Utility Billing Manager
Caroline County Department of Public Utilities
09.2018 - 04.2021
- Leadership and accountability for all day-to-day operations within Utility billing
- Perform detailed work involving written and numerical data
- Analyzed and resolved billing discrepancies
- Performed mathematical calculations accurately under pressure and required timelines
- Calculated and posted adjustments and credits
- Set up training manual for step by step billing procedures
- Age accounts
- Upload/Download meter read system with new readings in order to prepare for new bill cycle
- Input rate increases
- Analyzed error reports to determine if adjustments are required or to be investigated
- Managed delinquencies and disconnections
- Issued work orders to field staff in support of customer service
- Maintain a variety of processes associated with the County’s billing
- Establish billing processes in accordance with State, Federal and the Code of Caroline
- Maintenance of fiscal accounts and records
- Upload billing statements for printing and mailing
- Reviewed billing problems, researched issues, and resolved concerns.
- Trained and mentored staff on procedures, compliance requirements, and collections techniques.
- Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
- Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.
- Implemented policies that improved accounts receivable collections, resulting in reduced outstanding balances.
- Conducted performance reviews and implemented improvement plans.
- Worked with customers to develop payment plans and bring accounts current.
- Performed testing for billing modules, enhancing new functionality and process improvements.
- Created a transparent work environment that fostered open communication between team members, promoting collaboration and problem-solving skills development.
- Enhanced client satisfaction levels by ensuring timely delivery of accurate invoices and addressing concerns professionally.
- Increased efficiency in billing processes by implementing new software and automating routine tasks.
- Ensured strict adherence to internal controls protocols by regularly reviewing departmental practices and implementing necessary corrective actions.
- Developed comprehensive training materials for new hires to quickly acclimate them to company procedures and software systems.
- Maintained up-to-date knowledge of industry regulations and compliance requirements, ensuring the department remained compliant at all times.
- Improved transparency with clients through development of clear, concise billing statements, reducing inquiries and increasing customer satisfaction.
- Improved financial accuracy with meticulous auditing of accounts, ensuring compliance with financial standards and regulations.
- Negotiated with software vendors to secure cost-effective solutions for billing system enhancements, improving functionality while controlling expenses.
- Reduced outstanding debts, directly contacting clients and setting up manageable payment plans tailored to their financial situations.
- Maintained up-to-date knowledge of industry regulations, ensuring billing department's compliance and protecting company from potential fines.
- Enhanced customer service, resolving billing disputes swiftly and maintaining positive relationships with customers.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Established and checked coding procedures, monitored reports and updated internal files.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
Permit Technician
Caroline County Planning and Building Department
06.2011 - 09.2018
- Review and process incoming building/zoning/erosion permit applications
- Calculate and collect fees
- Coordinate the scheduling of building inspections and ensure accuracy and completeness of all requests
- Perform technical administrative duties to include building, erosion, Chesapeake Bay, Zoning and Planning Divisions
- Exercise independent judgement, discretion and independent judgement
- Acted in compliance with State, Federal and County policies, procedures and programs
- Obtained the required “Permit Technician” certification with in six months of hire date
- Improved permit processing efficiency by streamlining application procedures and documentation requirements.
- Maintained organized filing systems for both physical and electronic permit records, ensuring easy access to information when needed.
- Participated in training sessions to stay current on industry trends, best practices, and changes in code requirements.
- Assisted the building department in preparing inspection reports, coordinating scheduling, and providing accurate documentation for each project.
- Developed strong relationships with contractors, architects, engineers, property owners ensuring smooth workflows throughout the permit process.
- Facilitated cross-departmental communication regarding common issues encountered during plan reviews or inspections, promoting a collaborative problem-solving approach.
- Provided exceptional customer service by assisting applicants in navigating the permitting process, answering questions, and offering solutions to potential issues.
- Maintained up-to-date knowledge of local codes and regulations to provide accurate guidance to applicants and colleagues.
- Actively participated in team meetings, sharing insights and expertise to support colleagues in their work and improve overall department performance.
- Contributed to overall departmental improvement by suggesting new strategies for increased efficiency and effectiveness in the permitting process.
- Expedited urgent permit requests by prioritizing tasks and working closely with colleagues to ensure timely approvals.
- Collaborated with other departments to address complex permit scenarios, ensuring compliance with all relevant regulations.
- Ensured accurate permit issuance by thoroughly reviewing applications and identifying any missing or incomplete information.
- Managed electronic databases of permit applications, tracking their progress through the approval process and maintaining accurate records for future reference.
- Handled large volumes of incoming inquiries via phone calls, emails, or walk-in appointments professionally while managing competing demands on time effectively.
- Performed routine data entry or document management.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Stayed up-to-date on Virginia laws and licensing requirements to complete accurate and efficient reviews.
- Stayed up-to-date on Virginia laws and licensing requirements to complete accurate and efficient reviews.
- Updated operational records or licensing information using computer terminals.
- Responded to requests for information from public, other municipalities or state and federal legislative offices.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Researched information in municipal archives upon request of public officials or private citizens.
Customer Service Agent
Caroline County Treasurer’s Office
11.2010 - 06.2011
- Accept and process real estate, personal property, utility and all other county fee’s provided to Treasure’s office
- Generate reports to verify tax payments were applied correctly
- Balance daily receipt entries (for assigned register)
- May include review of transaction reports
- DMV transactions to include registrations, titles and tags
- Customer service
- All other duties as assigned
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Key Accounts Administrator
Legacy, Inc.
08.1999 - 10.2010
- Manage all aspects of high-volume account orders for a national manufacturer, which produced over 75% of company sales
- Responsible for management of production, bill of materials, compliance, packing, labeling and shipping
- Work directly with Key Accounts managing custom programs
- Approve and review all custom items with factory Production Managers
- Create Bill of Material and set pricing for custom items developed and approved by accounts
- Work directly with Purchasing Manager to order and track components for timely delivery
- Create and complete all specification sheets for production
- Conduct weekly production meetings with each production facility manager and key staff
- Organize and maintain all pertinent files
- Review and enter all Key Account orders
- Monitor receipt of goods to produce orders
- Monitor production and all delivery dates
- Created Legacy’s Routing and Compliance Manual
Purchasing – Imports
Legacy, Inc.
01.2008 - 04.2009
- Additional duties to managing key accounts
- Created and implemented inventory system
- Monitor and purchase based on forecasts and immediate needs
- Liaison between in house design staff and manufacturer(s) to develop, price, order and ship product
Office Manager / Key Account Manager
Legacy, Inc.
08.1998 - 08.1999
- Oversee the daily operation of central office staff for a national manufacturing firm
- Create and distribute office policies
- Create and issue job descriptions and duties
- Advertise and interview candidates for employment
- Council personnel on conduct and job performance
- Maintain accurate personnel records
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Education
Bachelor Of Science Degree - Graphic Design
LaRoche College
Skills
- Micro Soft Office
- Windows
- Microsoft Word
- Advanced Excel Skills
- Scanning
- Skilled in Learning Computer Applications
- Strong Organizational Skills
Phone Numbers
(703) 606-8582
Attributes
- Highly organized
- Works well independently as well as in a group setting
- Excellent follow through capabilities
- Well-developed problem-solving skills
- Able to coordinate and administrate multi-task assignments
- Understands and is capable of meeting deadlines
- Reliable
- Professional
- Motivated
Certification
Permit Technician
OSHA
CPR
Timeline
Administrative Manager
Caroline County Department of Public Utilities / Public Works
04.2021 - Current
Utility Billing Manager
Caroline County Department of Public Utilities
09.2018 - 04.2021
Permit Technician
Caroline County Planning and Building Department
06.2011 - 09.2018
Customer Service Agent
Caroline County Treasurer’s Office
11.2010 - 06.2011
Purchasing – Imports
Legacy, Inc.
01.2008 - 04.2009
Key Accounts Administrator
Legacy, Inc.
08.1999 - 10.2010
Office Manager / Key Account Manager
Legacy, Inc.
08.1998 - 08.1999
Bachelor Of Science Degree - Graphic Design
LaRoche College
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