Laurie C. Hand
Administrative Professional
New Market,MD
Summary
Systematic Administrative Director successful at managing everyday office operations. Talented in organizational planning, interacting with clients, managing staff and supervising budget expenses. Comfortable working independently and delegating tasks to subordinates. Self-confident and personable with proven leadership skills.
Overview
20
20
years of professional experience
16
16
years of post-secondary education
Work History
Administrative Director
IUPAT Pension Fund
Hanover, MD
04.2016 - Current
- Oversight of all office departments; train, mentor and advise all managers in staff relationships
- Act as liaison between Board of Trustees and Fund office
- Prepare office wide policies and procedures
- Prepare articles for Union quarterly Journal
- Update and redesign of Fund office website
- Developed pension liaison program for District Councils and Local Unions
- Oversee customer survey mailings and feedback presentation
- Prepare and oversee all regulatory communication and participant outreach communication
- Kept operations in compliance with ERISA regulations by developing and directing effective internal systems.
- Led, directed, managed and mentored 10 management staff members.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Call Center Manager
IUPAT Pension Fund
Hanover, MD
07.2014 - 04.2016
- Track and monitor all calls coming into Pension Fund
- Adhere to all ERISA and IRS guidelines and requirements
- Prepare monthly and yearly mailings
- Generated monthly matrix reporting to Fund Administrator
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Supervised staff of 8 personnel by implementing company policies, protocols, work rules and disciplinary action.
Executive Assistant
IUPAT Pension Fund
Hanover, MD
03.2012 - 07.2014
- Kept calendar/schedule for Fund Administrator
- Coordinated all company meetings for internal staff
- Processed travel expenses and reimbursements for executive team and senior management group.
- Made travel arrangements for all staff, including international travel
- Generated reports, presentations, graphs and manuals using Word, Project, Excel and PowerPoint
- Screened calls and emails and responded accordingly to support executive correspondence.
- Used advanced software to prepare documents, reports and presentations.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Organized and coordinated conferences and monthly meetings.
Paralegal
IUPAT Pension Fund
Hanover, MD
10.2010 - 03.2012
- Review all divorce decrees for applying pension members
- Prepare draft Qualified Domestic Relations Orders
- Prepare benefit calculations for members going through divorce
- Assist members with pension related questions
- Researched state statutes, decisions, legal articles, codes and documents.
- Mitigated legal team's workload by reviewing and evaluating legal documents, discovery materials and contracts.
Paralegal
Goldberg & Osborne
Phoenix, AZ
07.2009 - 10.2010
- Drafted responses for exceptions on foreclosure procedural errors.
- Prepared legal briefs, motions and pleadings.
- Assisted counsel in preparing answers, providing documentation and information for discovery request.
- Contacted key witnesses to testify at court hearings.
Paralegal
Ingerman & Horwitz
Frederick, MD
10.2007 - 06.2009
- Drafted responses for exceptions on foreclosure procedural errors.
- Prepared legal briefs, motions and pleadings.
- Assisted counsel in preparing answers, providing documentation and information for discovery request.
- Contacted key witnesses to testify at court hearings.
- Researched state statutes, decisions, legal articles, codes and documents.
Paralegal
Franklin & Prokopik
Baltimore, MD
12.2005 - 04.2007
- Workers’ Compensation paralegal for two associates and one partner
- Work with clients in obtaining all information needed to defend claim
- Prepare files for defense before Workers’ Compensation Commission
- Prepare court documents for all files that are appealed to Circuit Court Conducted time-efficient legal research and drafted legal memorandum summarizing case facts and relevant law.
- Prepared legal briefs, motions and pleadings.
Assistant, President
MMRI
Baltimore, MD
06.2003 - 06.2005
- Kept calendar/schedule for President Coordinated all company meetings for internal staff
- Coordinated all Board of Directors, study group and Internal Review Board meetings
- Responded to email, correspondence and phone messages on behalf of and for President
- Made travel arrangements for all staff, including international travel
- Generated reports, presentations, graphs and manuals using Word, Project, Excel and PowerPoint
Office Manager
Goldman & Ribakow LLP
Ellicott City, MD
06.2001 - 06.2003
- Generated biweekly payroll
- Researched, presented and implemented new data management system to track all tax deadlines
- Tracked and managed due date system, ensuring timely filing by all deadlines
- Billed and tracked time for all employees using TimeSlips
- Supervised all administrative staff and trained all administrative staff
- Managed all aspects of office, including reviews, accounts receivables, marketing and new hires
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Education
BA - Communications
University of Maryland University College
Aldephi, MD 01.2014 - 01.2018
AA - Paralegal Studies
Baltimore County Community College
Dundalk, MD 01.2002 - 01.2014
Skills
Administrative management
Event Coordination
Strategic planning
Staff Management
Presentation design
Payroll and budgeting
Customer Relations
Timeline
Administrative Director
IUPAT Pension Fund
04.2016 - Current
Call Center Manager
IUPAT Pension Fund
07.2014 - 04.2016
BA - Communications
University of Maryland University College
01.2014 - 01.2018
Executive Assistant
IUPAT Pension Fund
03.2012 - 07.2014
Paralegal
IUPAT Pension Fund
10.2010 - 03.2012
Paralegal
Goldberg & Osborne
07.2009 - 10.2010
Paralegal
Ingerman & Horwitz
10.2007 - 06.2009
Paralegal
Franklin & Prokopik
12.2005 - 04.2007
Assistant, President
MMRI
06.2003 - 06.2005
AA - Paralegal Studies
Baltimore County Community College
01.2002 - 01.2014
Office Manager
Goldman & Ribakow LLP
06.2001 - 06.2003