Melissa Pagan
Saratoga Springs,NY
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
18
18
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
Home of The Good Shephard
09.2023 - 01.2024
- Greet and secure entrance of guest to the facility
- Answer multi line phones, faxing, filing, letters, general office task as directed
- Rent Roll tracking, LTC and Resident billing services
- Add employees to Time clock, timecard/punch management
- Help to maintain quality in patient care, oversee staff and its development and ensure that all employees comply with facility procedure and protocol
- Ensure that facility is following all statutes and regulations
- This includes compliance with Health Insurance Portability and Accountability Act, or HIPAA, which mandates that administrators maintain privacy of each patient
- Assist to draft and maintain internal policies of nursing home facility
- Internal policies also address situations involving staff or nurse discipline, injuries or accidents sustained by patients, and visitor protocol.
- Established administrative work procedures to track staff's daily tasks.
- Volunteered to help with special projects of varying degrees of complexity.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
OFFICE COORDINATOR
FRANKLIN COMMUNITY CENTER
04.2023 - 07.2023
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Interacted with customers by phone, email, or in-person to provide information.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Input and tracking of Donations
- Coordination of several programs and scheduling for volunteers and events.
- Typing and review of several leases owned by organization. Submit Monthly reports of programs and tenants to the Director.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Provided clerical support, addressing routine, and special requirements.
BILINGUAL CUSTOMER SERVICE REP
BEACON/ANTHEM BLUE CROSS
06.2021 - 01.2022
- Provide timely, accurate, and courteous responses to a high volume of telephone inquiries from both members and providers
- Meet daily production standards as indicated by management to meet overall ASA/ABA and client PG’s: includes attendance, adherence to schedules, ACW, calls per day, turnaround times
- Maintain adherence to schedule enabling the team to meet client satisfaction levels
- Adherence to work schedule including time spent on break/lunch
- Achieve and maintain productivity and quality performance expectations; minimum 95% Interpret and effectively communicate benefits and eligibility and claims payment information to our customers
- Document all critical information related to contacts responded to in the appropriate in-house healthcare systems
- Demonstrate professionalism, empathy and a sense of urgency on each and every member and provider call/transaction Effectively navigate through multiple complex systems/screens
- Have the knowledge around handling escalated calls
- Provide timely follow-up with other internal departments to expedite resolution of difficult/aging inquiries, and when necessary, escalate those issues to management for further handling
- Keep abreast of all system, contractual, compliance standard changes and policy updates, and attend additional training sessions and department meetings as necessary
- Complete daily assigned tasks by management such as website inquiries, COB coordination of benefit updates, and authorization for disclosure forms, authorization updates, and correspondence
- Perform additional duties and/or work additional hours as needed
- Overtime and working holidays may be required based on business needs
- Comply with all the HIPAA Compliance regulations
BILINGUAL HUMAN RESOURCES ASSISTANT
QUALITY PACKING INC
07.2020 - 11.2020
- Broad knowledge of human resources functions, from hiring, onboarding and from employee compensation to evaluation
- Administer compensation and benefit plans
- Assist in talent acquisition and recruitment processes
- Conduct employee onboarding and help organize training & development initiatives
- Provide support to employees in various HR-related topics such as leaves and compensation and resolve any issues that may arise
- Promote HR programs to create an efficient and conflict-free workplace
- Assist in development and implementation of human resource policies, Undertake tasks around performance management
- Gather and analyze data with useful HR metrics, like time to hire and employee turnover rates, Organize quarterly and annual employee performance reviews
- Maintain employee files and records in electronic and paper form, enhance job satisfaction by resolving issues promptly, applying new perks and benefits and organizing team building activities
- Ensure compliance with labor regulations.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Organized new employee orientation schedules for new hires.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Processed employee termination paperwork at direction of supervisory staff.
SENIOR SECRETARIAL OFFICE ASSISTANT Grade 9
CSEA CAPITAL REGION 4 OFFICE
09.2016 - 07.2020
- The Senior Secretarial Office Assistant assigned to a CSEA Regional Office, reports to the Office Manager and provides secretarial support for Labor Relations Specialists and Regional Staff Associates
- Incumbents perform the duties of Office Manager during the Office Managers’ absence
- Edits and types correspondence, memoranda and other documents
- Proofreads documents checks clarity, spelling, punctuation and grammar
- Discusses questions and suggestions with staff members
- May use computer applications such as spreadsheets, word processing, calendar, e‐mail and database software in performing assignments
- Supports contract negotiations
- Coordinates communications between negotiators, passing on messages and arranging and confirming meetings
- Types contract proposals and Memoranda of Agreement
- Refers to Memorandum of Agreement and makes necessary changes in “old” contracts
- Uses Excel to update contract salary schedules
- Reformats contracts, creates new tables of contents and changes the pagination
- Orders contracts from HQ print shop specifying cover color, number of copies and delivery address
- Types various forms such as Request for Legal Assistance, Demand for Arbitration and Notice of Claim on to templates contained in the database
- Ensures appropriate attachments and numbers of copies are attached to completed forms
- May perform a variety of related duties
- Maintains file systems, accepts members’ calls to register for workshops and enters pertinent information into a database, accepts reservations for use of meeting room and maintains a master schedule, processes the Region’s mail, greets and screens visitors and operates a telephone switchboard to answer calls to the Region’s main number
- Refers questions to appropriate staff or personally provides information about CSEA programs and services
- In the absence of the Office manager performs many of the duties of that position
- Types documents for the Regional President and Director, empties their out boxes and takes appropriate action on the contents, supervises the other secretarial staff and coordinates logistics for committee meetings.
- Managed daily data entry and kept clerical information accurate and up-to-date.
REGION SECRETARIAL OFFICE ASSISTANT Grade 8
CSEA CAPITAL REGION 4 OFFICE
08.2014 - 09.2016
- The Secretarial Office Assistant assigned to a CSEA Regional Office, reports to the Office Manager and provides secretarial support for Labor Relations Specialist and Regional Staff Associates
- Edits and type’s correspondence, memoranda and other documents
- Proofreads documents checks clarity, spelling, punctuation and grammar
- Discusses questions and suggestions with staff members
- May use computer applications such as spreadsheets, word processing, calendar, e-mail and database software in performing assignments
- Supports contract negotiations
- Coordinates communications between negotiators, passing on messages and arranging and confirming meetings
- Types contract proposals and Memoranda of Agreement
- Refers to Memoranda of Agreement and makes necessary changes in “old” contracts
- Uses Excel to update contract salary schedules
- Reformats contracts, creates new tables of contents and changes the pagination
- Orders contracts from HQ print shop specifying cover color, number of copies and delivery address
- Types various forms such as Request for Legal Assistance, Demand for Arbitration and Notice of Claim on to templates contained in the database
- Ensures appropriate attachments and numbers of copies are attached to completed forms
- May Perform a variety of related duties including but not limited to: Maintains file systems, receives member calls to register for workshops and enters pertinent information into a database, accepts reservations for use of meeting rooms and maintains a master schedule, processes the Region’s mail, greets and screens visitors and operates a telephone switchboard to answer calls to the Region’s main number
- Refers questions to appropriate staff or personally provides information about CSEA programs and services
- Performs other duties as assigned
- I.e., helps with the training of new employees, covers for other assistants and assist the O.M in various duties.
SECRETARY/RECEPTIONIST
CSEA CAPITAL REGION 4 OFFICE
02.2013 - 07.2014
- Screen main entrance for visitors, admitting them electronically
- Operates the telephone switchboard and answer calls to Region’s main number
- Refers questions to appropriate staff or personally provide information about CSEA program and services
- Process the Region’s mail, Inter-Office and regular mail – Stamped and Distribute
- Provide secretarial support to Region’s staff members
- Proofread correspondence, type documents, send new members information and welcome letters, maintain master schedule, inventories, stocking of office and break room
- Maintain file systems, receives member calls, register for workshops, accepts reservations & maintains a master schedule, processes the Region’s mail, greets and screens visitors and operates a telephone switchboard to answer calls to the Region’s main number.
FRONT DESK SUPERVISOR/MANAGER ON DUTY
ALBANY RAMADA PLAZA
03.2011 - 10.2012
- Make reservations, answer calls, and inspect vacant rooms and make sure that all is ready to be reserved, when needed
- Manage & collaborate with housekeeping & Maintenance Personnel daily
- Lite filing, data entry, order supplies for rooms and hotel in general
- Uniforms and hotel merchandise- marketing
- Clerical support for General Manager
- Greet & Register guests, ensure customer satisfaction & accommodations
- Supervise front desk staff, schedule & hire
- Full Opera knowledge
- Fully computer lit
- Train and hire new front desk staff
- Assist sales and marketing.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
SECRETARY RECEPTIONIST/ SMALL BUSINESS/COMMERCIAL REAL ESTATE BANKING ASSISTANT
REGIONS BANK
04.2006 - 01.2011
- Greet customers via telephone or lobby clients and visitors, projecting themselves in a friendly, positive and professional manner
- Handle and respond to customer informational requests and keep respective Commercial Relationship Managers informed when appropriate
- Prepare and process documents, such as new accounts, loan applications, fund transfers, etc
- Complete account and product documentation
- Maintain customer account records
- Perform basic service transactions that take minimal time such as address changes, check orders, issue/activate ATM cards, accept loan payments, give account balances, and perform stop payments
- Help clients who call for or drop by to see their Commercial Relationship Manager
- Assist Dept and Comm
- Relationship Managers in development of cross-selling and other sales activities and opportunities.
Education
High School Diploma -
ESQ. SECUNDARIA GEORGINA BAQUERO
CANAVONAS, P.R06.1998
Skills
- Computer Skills
- Administrative Support
- Microsoft Office Suite
- Meticulous attention to detail
- Multi-Line Telephone Systems
- Spreadsheet Management
Timeline
ADMINISTRATIVE ASSISTANT
Home of The Good Shephard
09.2023 - 01.2024
OFFICE COORDINATOR
FRANKLIN COMMUNITY CENTER
04.2023 - 07.2023
BILINGUAL CUSTOMER SERVICE REP
BEACON/ANTHEM BLUE CROSS
06.2021 - 01.2022
BILINGUAL HUMAN RESOURCES ASSISTANT
QUALITY PACKING INC
07.2020 - 11.2020
SENIOR SECRETARIAL OFFICE ASSISTANT Grade 9
CSEA CAPITAL REGION 4 OFFICE
09.2016 - 07.2020
REGION SECRETARIAL OFFICE ASSISTANT Grade 8
CSEA CAPITAL REGION 4 OFFICE
08.2014 - 09.2016
SECRETARY/RECEPTIONIST
CSEA CAPITAL REGION 4 OFFICE
02.2013 - 07.2014
FRONT DESK SUPERVISOR/MANAGER ON DUTY
ALBANY RAMADA PLAZA
03.2011 - 10.2012
SECRETARY RECEPTIONIST/ SMALL BUSINESS/COMMERCIAL REAL ESTATE BANKING ASSISTANT
REGIONS BANK
04.2006 - 01.2011
High School Diploma -
ESQ. SECUNDARIA GEORGINA BAQUERO
Similar Profiles
Jacob PrinceJacob Prince
Medical Transporter at Good Shephard TransportationMedical Transporter at Good Shephard Transportation
Diamondra ReillyDiamondra Reilly
VBS Volunteer at Good Shephard Lutheran ChurchVBS Volunteer at Good Shephard Lutheran Church
Katherine SpillmanKatherine Spillman
Registered Respiratory Therapist at Good Shephard LongviewRegistered Respiratory Therapist at Good Shephard Longview