Keyona Pomare
Plainfield
Summary
Hardworking Student offering full-time work experience and extensive knowledge of core subject matter. Meticulous and detail-oriented with excellent observational, organizational and communication skills.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
Cresthaven Academy Charter School
03.2023 - Current
- Maintained inventory of office supplies and placed orders.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Managed filing system, entered data and completed other clerical tasks.
- Volunteered to help with special projects of varying degrees of complexity.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Assisted with creating employee handbooks and manuals.
- Develop, implement, and revise (as needed) a template and schedule for regular internal communications, in the form of an email, that is sent to the leadership team twice a month
- Maintain an up-to-date log of substitute teacher assignments and availability to help ensure classrooms are covered efficiently and minimizes disruptions that ensures everyone is informed and can then coordinate any future activities.
- Develop and distribute a substitute teacher guide that includes school policies, emergency procedures, and key contacts while working with administration to compile key information into a concise document
- Verify that all co-curricular and classroom teachers have an updated sub binder with at least three days of lesson plans, seating charts, and classroom procedures as well as checking once a week that this is maintained. Reminder emails will be sent out if they have not completed their binders
Project Manager II
Point 32 Health
01.2020 - 12.2022
- Manage all phases of the project to ensure goals and objectives are met within the established time and budget guidelines
- Lead cross-functional team members on projects of moderate complexity
- Lead team members to parse and synthesize issues of above average complexity, including cost/benefit analysis and resource estimating
- Regularly review status of project and modify schedule as necessary
- Oversee and facilitate project team meetings and prepares status documents periodically throughout the project
- Facilitate planning sessions and resolve roadblocks to project progress
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Proved successful working within tight deadlines and a fast-paced environment.
Supervisor-Commercial Call Center
Tufts Health Plan
01.2017 - 12.2019
- Manage 10-14 representatives and ensure they understand and comply with all objectives, performance standards and policies
- Organize/Lead a new hire class and score and monitor calls for quality and content as well as monthly coaching opportunities
- Participate in implementation projects (e.g Medhok, CBT trainings) and committees
- Handle escalated calls and/or member walk-ins
- Working with other supervisors and management team members to support representatives and maximize member satisfaction
- Help to identify opportunities for operational improvement within the call center
Team Lead
Tufts Health Plan
03.2014 - 01.2017
- Investigated member complaints and performed front-line analysis and intervention when appropriate
- Handled multiple demands in a fast paced office environment while also exercising appropriate judgement
- Provided continuous queue monitoring, handled escalated calls and member walk-ins and provided supervisor coverage on an as needed basis
- Participated in initiatives and responded to requests for help to contribute to the team and department success
- Received and serviced a high volume of incoming telephone calls from members, prospective members, employers, and internal staff
- Managed 20-24 representatives to do boxes and provided ad-hoc feedback to reps during active calls
Member Service Representative
Tufts Health Plan
06.2012 - 03.2014
- Assisted members with and accurately documented their inquiries and issues regarding benefits, claims processes, eligibility and enrollment policies
- Reduced duplicate calls into the call center by asking probing questions that ensured all the member's concerns and questions were resolved
- Employed active listening skills, patience and empathy to handle escalated members in a professional manner
- Investigated member complaints, performed front line analysis, and worked closely with cross-functional teams to resolve member issues
- Assisted with mentoring and training new team members to the call center standards
- Provided technical support and assisted members with network issues
Education
Bachelor of Arts (B.A.) - English
Susquehanna University
Selinsgrove, PA05.2012
Skills
- Microsoft Office
- Word
- PowerPoint
- Excel
- Scheduling
- Meeting planning
- Research
- Multitasking and prioritization
- Data management & Data Entry
- Project tracking
- Staff management
- Cross-functional coordination
- Oral communication
- Project oversight
Timeline
Administrative Assistant
Cresthaven Academy Charter School
03.2023 - Current
Project Manager II
Point 32 Health
01.2020 - 12.2022
Supervisor-Commercial Call Center
Tufts Health Plan
01.2017 - 12.2019
Team Lead
Tufts Health Plan
03.2014 - 01.2017
Member Service Representative
Tufts Health Plan
06.2012 - 03.2014
Bachelor of Arts (B.A.) - English
Susquehanna University
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