Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

MIRANDA LAPAN

Managing Director
Farmington Hills,MI

Summary

Experienced manager with over 15 years of experience in customer and social services. Excellent reputation for resolving problems, team leadership, developing client relationships and improving customer satisfaction. Skilled at learning new systems, adaptable and eager to take on new tasks.

Overview

22
22
years of professional experience

Work History

Managing Co-Owner

VALIVERY
Farmington HIlls, MI
01.2011 - Current
  • Small business owner.
  • Website development, accounting, taxes, billing, invoicing, logistics, customer development, auditor of internal processes.
  • Managed daily operations, orchestrated forward-thinking strategies to accomplish profit and expansion goals.
  • Handled problematic customers and clients and maintained excellent customer service.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

CLIENT SERVICE SUPERVISOR

PAYCHEX, INC
Novi, MI
01.2006 - 01.2011
  • Supervised a team of client service representatives that provided service and support for a large high revenue client base.
  • Developed, mentored and motivated employees.
  • Provided regular performance evaluations, annual reviews and disciplinary actions as needed.
  • Conducted weekly meetings and training.
  • Acted as a liaison between clients and upper management, worked with clients to resolve client concerns.
  • Developed process improvements and cost saving plans.
  • Developed and implemented business plans.
  • Interviewed, hired and trained new employees.
  • Interacted with clients on a daily basis via telephone and email, provided customer service, assisted clients in navigating and operating software programs, resolved client concerns relating to system operations.
  • Prepared tax returns, created and maintained custom reports and interfaces.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

MENTAL HEALTH EDUCATION SPECIALIST

THE MINDS PROGRAM
Southfield, MI
01.2004 - 01.2006
  • Presented an interactive and informative education program aimed at the de-stigmatization of mental illness to adolescents in middle and high school classrooms throughout Southeast Michigan.
  • Provided referrals for at-risk adolescents.
  • Researched mental illness and associated stigmas.
  • Wrote grants for financial support of organizational missions.
  • Prepared fundraising events.

SENIOR FOSTER CARE CASEWORKER

LUTHERAN SOCIAL SERVICES
Southfield, MI
01.2001 - 01.2004
  • Provided casework services for families and children in foster care, wrote extensive case reports, evaluations and court documents, represented the state of Michigan in court and provided appropriate testimony at hearings, visited birth and foster families in their homes, obtained and coordinated services for clients, provided assessments trained new employees, completed work on vacant caseloads.
  • Acted as a liaison between families and care providers and other various agencies.
  • Assisted families in developing problem-solving and coping skills by providing counseling and referring to appropriate community agencies.
  • Conducted home, school and community visits to assigned clients to assess client's level of care and provide guidance towards meeting treatment goals.
  • Collaborated with case managers and community partners to deliver effective treatment and case collaboration.
  • Provided transportation for children and parents to and from visits and court.

RESEARCH ASSISTANT

ADULT DEVELOPMENT LAB, State University
Detroit, MI
01.2000 - 01.2001
  • Participated in collection and coding of new geriatric research pertaining to emotions and aging through Wayne,.
  • Trained in the Facial Action Coding System (FACS.) Researched and gathered scholarly articles to support professors.
  • Assisted in editing articles for publishing.

Education

Bachelor of Arts - Psychology

WAYNE STATE UNIVERSITY

Skills

    Business growth

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Interests

Three years as a Director with ITMP, non-profit youth Theater company in Farmington Hills

Timeline

Managing Co-Owner

VALIVERY
01.2011 - Current

CLIENT SERVICE SUPERVISOR

PAYCHEX, INC
01.2006 - 01.2011

MENTAL HEALTH EDUCATION SPECIALIST

THE MINDS PROGRAM
01.2004 - 01.2006

SENIOR FOSTER CARE CASEWORKER

LUTHERAN SOCIAL SERVICES
01.2001 - 01.2004

RESEARCH ASSISTANT

ADULT DEVELOPMENT LAB, State University
01.2000 - 01.2001

Bachelor of Arts - Psychology

WAYNE STATE UNIVERSITY

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MIRANDA LAPANManaging Director