Mellissa Ragan
North Tonawanda,NY
Summary
Experienced in creating and implementing strategies to enhance program efficiency. Proven track record of coordinating new incentives and serving as a liaison for board of directors. Strong leadership skills evident in ability to supervise units, manage ledgers, schedules, staffing ratios, maintenance checklists, and safety inspections. Introduced "staff choice" task model to foster a culture of empowerment and accountability. Diligently monitored program grants and ensured compliance with funder requirements. Keen eye for detail to track relevant data and compile comprehensive reports for investors and the Board of Directors. Successfully implemented "Need to Know" SOP to improve communication within the department. Committed to professional growth by providing ongoing continuous education opportunities for self and team. Known for adaptability and willingness to take on various tasks such as filing, customer service, conflict resolution, bill collection, and administrative duties. Strong dedication to personal development and vocational value, eager to continue learning and enhancing skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Administrator
Cemetery Group
05.2021 - Current
- Liaison between departments and vendors, clients and board members
- Administrator for family and funeral home events
- Develop working relationships with clients, funeral firms, and vendors
- Format department process and vital data for document storage
- Track, organize and reconcile data and transactions
- Manage schedules, calendars and clerical support to leadership team
- CRM data entry, updating and management
- Mentorship for department acclimation
- Correspondence with families, funeral firms and local vendors
- Medicaid, Medicare, and retirement spendown
- Coordinate burials and memorials
- Organize chapel rentals and coordinate vendors
- Quote fee payments, reconciliation and invoices
- Maintain facility maintenance requests
- Promote seasonal sales and incentives
- Promote generational sales and events
- Incident reporting
- Conflict resolution via phone, email and In person
- Multi line phone management
- SMART reports and data organizationCapture department data via Microsoft office, logs, Nexxus, Adobe, spreadsheets, Salesforce and Byond portals
- Social media, Canva, and edit software
Program Manager - HUD Certified Housing Manager
Neighbor works Community Partners
12.2013 - 05.2021
- HUD certified housing counselor and program manager
- Monitored staff, coverage, tasks, funder reporting, development and required training
- Communication with clients via salesforce, social media, phone and email
- Community club member for outreach
- Point of sale experience improvement
- Improved customer engagement
- Harbored community contacts to build relationships and bargaining power for agency
- Assisted living, supportive housing and COC referrals
- Community resource linkage
- OMH, BURA, HCR, local banks, ECDOH, City Mission,HUD, SUNY, local clergy, heath providers and OPWDD, BPD, BPS
- Facilitated education courses
Customer Relationship Manager- Loss Mitigation
Bank of America
03.2011 - 12.2013
- Call center with live queue
- Customer service via phone and email
- Worked with homeowners in foreclosure process to apply for modifications, and forbearance
- Refi, lease and modification restructure and collection
- Rent tally and TAD invoicing
- Liaison between mortgagee and HUD, FHA and Fannie Mae rescue programs
- CRM database management and productivity tracking
- Collection and payment plan administration
Residential Manager-Group Homes
Southeast Works Community Center
06.2007 - 04.2012
- Residential Manager for state and private run group homes
- Assisted, medically frail and independent living mentor level facilities
- Implementation of ISP's for people with developmental or neurodivergent diagnosis, mental health decline, limited mobility, legal restrictions, dementia and end of life stages
- HIPPA practices
- Personal care, home maintenance, medication administration, social and recreation coordination, healthcare liaison and financial management
- On call and mandatory staffing for 24/365 facility
- Audit, reconciliation, documentation and corrective action follow through
Retail and Miscellaneous
Customer Service and Hospital
01.2003 - 01.2012
Education
ASSOCIATES OF ARTS - ARTS AND SCIENCES
Erie Community College
Buffalo, NY01.2017
Skills
- Operations management
- Property management
- Grant funds management
- Social media management
- Community outreach
- Executive administration and support
- Compliance management
- Customer service
- QuickBooks
- Microsoft Office
- Sales and sales support
- Salesforce, Byond, Canva, Nexus
- Fair Housing Regulations
- CRM Software
- Program Management
- Process Improvement
- Budget and reconciliation
- Business Development
Certification
Certified Property Manager
Groups
- Psi Xi Omicron -Community Service Sorority, Present, Community Servant focused on action not accolades.
- Neighborhood Coalition -Neighbor Ambassador, Present
Timeline
Administrator
Cemetery Group
05.2021 - Current
Program Manager - HUD Certified Housing Manager
Neighbor works Community Partners
12.2013 - 05.2021
Customer Relationship Manager- Loss Mitigation
Bank of America
03.2011 - 12.2013
Residential Manager-Group Homes
Southeast Works Community Center
06.2007 - 04.2012
Retail and Miscellaneous
Customer Service and Hospital
01.2003 - 01.2012
ASSOCIATES OF ARTS - ARTS AND SCIENCES
Erie Community College