Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Victoria Wagner

Great Barrington,MA

Summary

Dynamic administrative professional with proven expertise at Stanton Homes in managing office operations and enhancing customer relations. Skilled in Microsoft Excel and effective communication, I excel at organizing complex tasks and fostering teamwork, resulting in improved efficiency and client satisfaction. Recognized for exceptional problem-solving abilities and maintaining confidentiality in all records.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Administrative Assistant

Stanton Homes
Great Barrington, MA
09.2024 - Current
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Answered questions from customers regarding products and services offered by the company.
  • Sorted and distributed incoming faxes, letters and emails for office distribution.
  • Entered data into spreadsheets using Microsoft Excel or other similar programs.
  • Facilitated communication between different departments within the organization.
  • Proofread content for typo-free emails and documentation.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Composed, edited and typed complex memos and reports with job-related software.
  • Managed office supplies inventory and placed orders when necessary.
  • Directed customer inquiries to appropriate department personnel.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Managed database systems containing customer contact information.
  • Conducted research on various topics as requested by management.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.

Live-In House Manager

Stanton Home
Great Barrington, MA
05.2019 - 09.2025
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Developed and maintained a detailed schedule of daily tasks for the house staff.
  • Scheduled appointments with service providers such as landscapers, cleaners.
  • Prepared meals for residents according to dietary requirements.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Organized and managed all inventory, supplies, and equipment for the residence.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assisted with resolving conflicts among members of the household staff.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Ensured that all areas of the home were clean and orderly at all times.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Trained new employees on proper use of equipment and safety protocols.
  • Assigned work and monitored performance of project personnel.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Created and managed budgets for travel, training, and team-building activities.
  • Responsible for ordering groceries and other necessary items.
  • Recruited and trained new employees to meet job requirements.
  • Maintained accurate records of expenses related to the upkeep of the residence.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Supervised deliveries, contractors, visitors, and guests on site.
  • Provided guidance and training to house staff in order to improve their performance.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Oversaw scheduling for events held at the residence.
  • Responded quickly to emergency situations such as fires or medical emergencies.
  • Implemented quality control measures to uphold company standards.
  • Managed household accounts and organized financial documents.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Case Manager

Stanton Homes
Great Barrington, MA
03.2020 - 09.2024
  • Assisted individuals with eligibility for available benefits.
  • Evaluated program effectiveness and suggested improvements based on client outcomes.
  • Implemented crisis intervention strategies as needed to address emergent client issues.
  • Participated in regular team meetings and in-house training sessions to boost group effectiveness.
  • Utilized case management software and databases for efficient information tracking.
  • Analyzed proposed legislation, regulations or rule changes to determine impact of services.
  • Supported family members by providing information on local support groups.
  • Researched and analyzed community needs to determine program directions and goals.
  • Identified barriers to client success and developed strategies to overcome them.
  • Directed activities of professional and technical staff members and volunteers.
  • Educated clients about mental health conditions, medications and self-care techniques.
  • Maintained logs and electronic client records following department and agency policies for effective monitoring.
  • Maintained up-to-date case records with case activity status.
  • Provided hands-on and proactive leadership to community services staff.
  • Developed and maintained relationships with community resources and service providers.
  • Transitioned clients to different providers based on progress or needs.
  • Coordinated transportation services for clients who lacked access to reliable transportation.
  • Implemented and evaluated staff, volunteer or training programs.
  • Participated in interdisciplinary team meetings to discuss treatment options.
  • Advocated for clients by obtaining information regarding treatment options and clinical status.
  • Educated clients and their families about their rights and available community resources.
  • Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
  • Conducted home visits to assess living conditions and support needs.
  • Managed caseloads effectively, ensuring timely documentation and reporting.
  • Provided referrals to appropriate health care providers or other community resources.
  • Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
  • Assessed clients' needs, developed service plans and monitored progress towards goals.
  • Coordinated support services and optimized communication between healthcare workers and patients.
  • Conducted initial assessments to determine client eligibility for programs and services.
  • Collaborated with medical professionals to coordinate treatment plans for clients.
  • Maintained accurate case records and documentation according to agency guidelines.
  • Reviewed treatment plans against individual goals and healthcare standards.
  • Provided crisis intervention support for clients in emergency situations.
  • Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Monitored client progress through regular follow-up contacts.
  • Developed trusting relationships with social services, health care providers and governmental agencies.
  • Counseled clients on available resources within the community that could help meet their needs.
  • Organized group activities to provide socialization opportunities for clients.
  • Developed individualized care plans with input from clients and their families.
  • Consulted with staff on resolution of complex service issues.
  • Advocated on behalf of clients to secure necessary services and support.
  • Prepared and maintained budgets, personnel records or training manuals.
  • Assisted clients in setting realistic goals and developing action plans.
  • Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
  • Recruited, interviewed, and hired volunteers and staff.
  • Participated in professional development activities related to case management best practices.
  • Coordinated comprehensive care plans for clients to meet their individual needs.
  • Monitored client progress through regular follow-ups and case reviews.
  • Compiled reports on cases and submitted them to supervisors as required.
  • Maintained confidentiality and adhered to professional ethics and standards.
  • Conducted home visits to assess the safety of living environments for clients.
  • Advised staff members on effective strategies for working with challenging client behaviors.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Participated in professional development opportunities to stay current with best practices in case management.

Direct Care Professional

Stanton Home
Great Barrington, MA
11.2018 - 05.2019
  • Assisted individuals in learning and developing new skills.
  • Drove clients to doctors' appointments and social outings.
  • Contributed to case reviews of client status and progress.
  • Reported changes in client condition to administrators, facilitating nursing intervention.
  • Organized oral medications for clients following dosage and schedule requirements.
  • Tracked and reported clients' progress based on observations and conversations.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
  • Accompanied or transported clients to appointments, errands and social activities.
  • Administered medications following established protocols and guidelines.
  • Assisted clients with maintaining good personal hygiene.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Documented current patient information to update vital signs, behaviors, and eating habits.
  • Encouraged clients to participate in recreational activities that promoted physical activity and mental stimulation.
  • Monitored health and well-being of clients and reported significant health changes.
  • Dressed, groomed and fed patients with limited physical abilities to support basic needs.
  • Created a safe environment for all clients by enforcing policies related to safety procedures.
  • Facilitated group activities to promote socialization among clients.
  • Assisted with client personal care needs to foster independence and well-being.
  • Helped clients stay happy and healthy by providing mental and emotional support.
  • Maintained accurate records of client care services provided according to agency standards.
  • Built strong and trusting rapport with clients and loved ones.
  • Encouraged developmentally appropriate behaviors while discouraging inappropriate ones.
  • Assisted with planning and coordination of activities and outings based on individual needs.
  • Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
  • Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.
  • Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
  • Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
  • Transported clients to medical appointments and other activities as needed.
  • Improved patient outlook and daily living through compassionate care.
  • Assisted clients in developing daily living skills, such as hygiene, cooking, and laundry.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Advocated for disabled individuals to foster communication and self-expression and achieve goals.
  • Provided emotional support and encouragement to clients.
  • Assisted individuals in development of social skills to become integrated in community.
  • Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
  • Contacted medical providers on behalf of clients to follow up on appointments.
  • Recorded client status progress and challenges in logbooks and reports.
  • Maintained detailed records of services performed on clients.
  • Supported clients' rights by respecting their dignity and privacy at all times.
  • Helped clients get in and out of beds and wheelchairs.
  • Followed care plan and directions to administer medications.
  • Monitored client behavior and documented any changes in condition or attitude.
  • Consulted with client care team to continually update care plans.
  • Enhanced patient wellbeing by supporting participation in recreational activities.
  • Observed client interactions and reported any concerns to the supervisor.
  • Performed household tasks, such as light housekeeping, meal preparation, grocery shopping.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Maintained updated knowledge through continuing education and advanced training.

CNA

Kimball Farms
Lenox, MA
08.2017 - 11.2018
  • Communicated with patients to determine feelings, need for assistance or social and emotional support.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Documented patient care services by charting in designated areas.
  • Assisted patients in ambulation and transfers using proper body mechanics.
  • Demonstrated excellent customer service skills when interacting with patients, families and guests.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Facilitated communication between patients, family members, and healthcare professionals.
  • Helped residents walk with or without self-help devices.
  • Answered patient call signals and signal lights to determine patients' needs.
  • Reported changes in patient conditions to registered nurse or physician.
  • Supported non-ambulatory residents in range of motion exercises.
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
  • Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Monitored food intake and output as directed by nursing staff.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Distributed drinking water and nourishment to residents.
  • Answered signal lights, bells or intercom systems to determine resident needs.
  • Assisted patients with daily living activities, including bathing, dressing, and grooming.
  • Provided assistance with activities of daily living, including bathing, dressing and grooming.
  • Supplied, collected and emptied patient bedpans on frequent basis.
  • Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
  • Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Transported residents within the facility as needed.
  • Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
  • Ensured compliance with HIPAA regulations regarding confidentiality of information.
  • Educated patients on self-care techniques that would help them maintain their independence.
  • Utilized appropriate safety measures when handling hazardous materials or waste products.
  • Assisted with range of motion exercises and other rehabilitative activities per physician orders.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.
  • Used mobility devices to transport patients.
  • Provided physical support to assist patients with bathing, dressing and toileting.
  • Observed and reported unusual symptoms and changes to charge nurse.
  • Turned and repositioned bedridden patients to prevent bedsores.
  • Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
  • Assisted residents with bathing and dressing to promote personal hygiene.
  • Recognized signs, symptoms of abuse, neglect and reported them per policy.
  • Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
  • Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Provided emotional support to family members during difficult times.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Safeguarded patient privacy with strict adherence to HIPAA protocols.
  • Assisted residents in preparing for activities and social programs.
  • Answered patient call lights promptly and responded to requests appropriately.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Recognized by management for providing exceptional customer service.
  • Identified needs of customers promptly and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Completed day-to-day duties accurately and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

CNA

Timberland Heights
Great Barrington, MA
09.2016 - 08.2017
  • Communicated with patients to determine feelings, need for assistance or social and emotional support.
  • Supported daily living activities by serving meals, feeding, ambulating and turning over and positioning patients.
  • Documented patient care services by charting in designated areas.
  • Assisted patients in ambulation and transfers using proper body mechanics.
  • Demonstrated excellent customer service skills when interacting with patients, families and guests.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Facilitated communication between patients, family members, and healthcare professionals.
  • Helped residents walk with or without self-help devices.
  • Answered patient call signals and signal lights to determine patients' needs.
  • Reported changes in patient conditions to registered nurse or physician.
  • Supported non-ambulatory residents in range of motion exercises.
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
  • Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Monitored food intake and output as directed by nursing staff.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Distributed drinking water and nourishment to residents.
  • Answered signal lights, bells or intercom systems to determine resident needs.
  • Assisted patients with daily living activities, including bathing, dressing, and grooming.
  • Provided assistance with activities of daily living, including bathing, dressing and grooming.
  • Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
  • Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
  • Transported residents within the facility as needed.
  • Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
  • Ensured compliance with HIPAA regulations regarding confidentiality of information.
  • Educated patients on self-care techniques that would help them maintain their independence.
  • Utilized appropriate safety measures when handling hazardous materials or waste products.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.
  • Used mobility devices to transport patients.
  • Provided physical support to assist patients with bathing, dressing and toileting.
  • Observed and reported unusual symptoms and changes to charge nurse.
  • Turned and repositioned bedridden patients to prevent bedsores.
  • Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
  • Assisted residents with bathing and dressing to promote personal hygiene.
  • Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
  • Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Provided emotional support to family members during difficult times.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Transported specimens, laboratory items or pharmacy items, verifying proper documentation and delivery to authorized personnel.
  • Safeguarded patient privacy with strict adherence to HIPAA protocols.
  • Assisted residents in preparing for activities and social programs.
  • Answered patient call lights promptly and responded to requests appropriately.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Identified needs of customers promptly and efficiently.
  • Completed day-to-day duties accurately and efficiently.

Education

GED -

Bristol Central High School
Bristol, CT
08-2012

Skills

  • Microsoft Excel
  • Data entry
  • Customer service
  • Document preparation
  • Office management
  • Time management
  • Filing systems
  • Inventory management
  • Effective communication
  • Task prioritization
  • Professionalism
  • Customer relations and communications
  • Written communication
  • Administrative operations
  • Phone call answering
  • Writing and editing
  • Multitasking Abilities
  • Communication proficiency
  • Teamwork
  • Cleaning and sanitizing
  • Prioritization
  • Remote conferencing
  • Strong problem solver
  • Spreadsheet tracking
  • Problem-solving abilities

Certification

  • MAP certified
  • MAP supervisor certificate
  • CPR/First Aid certified
  • Care giver certified
  • Bloodborne pathogens certified
  • Allergen Awareness Training
  • ServeSafe Certificate
  • Formal Fire Safety Certificate
  • Food For Health certified
  • Human Rights Advocate training
  • Introduction to Positive Behavior Supports certified
  • Positive Behavior Supports certified

References

References available upon request.

Timeline

Administrative Assistant

Stanton Homes
09.2024 - Current

Case Manager

Stanton Homes
03.2020 - 09.2024

Live-In House Manager

Stanton Home
05.2019 - 09.2025

Direct Care Professional

Stanton Home
11.2018 - 05.2019

CNA

Kimball Farms
08.2017 - 11.2018

CNA

Timberland Heights
09.2016 - 08.2017

GED -

Bristol Central High School

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