1. Bethany Anderson
564 N. Aurelius Rd., Mason, MI 48854•
517-202-7528•andersonb177@gmail.com
Objective
My objective is to obtain a position where I can expand my current skills, work efficiently with a
team, and gain new experiences. I am seeking a position with a high degree of responsibility that
requires experience providing administrative support in a professional environment.
Experience
April 4, 2011 - Present State of Michigan, LARA, Bureau of
Professional Licensing, Legal Affairs Division,
Allegations Section
Lansing, MI
Department Technician
 Collect all new criminal and sister state allegations, gather screens, research online for court
documents, sister state documents, police reports, and relay any important information to the
analyst. Organize new allegations for write up. Run SOS check using the Bridge program and
iChat LEIN’s for licensee’s and complaint files.
 Open new allegation files, prepare summaries, draft and edit correspondence requesting
documentation from various District, Circuit, and US District Courts, police agencies, as well as
Sister States.
 Collect, organize, review all mail and various correspondence for my team and the section and
distribute accordingly.
 Close allegation files with no action, pending relicensure, pending reinstatement, referred to
Health Professional Recovery Program, and move files on to Enforcement for further review.
 Make follow up phone calls to courts, police departments, and other State agencies on overdue
files, regarding requested documentation to courts, police agencies, and sister states.
 Main contact for the Unit’s phone line, directing calls accordingly, while maintain confidentiality
and adhering to HIPPA laws, along with other administrative duties. Maintain the daily mail and
phone schedule and adjust according to staff availability.
• Organize documentation and files to be sent to and from Record Center, maintain in house
Record Center boxes for my team, enter box information into Versatile, request files/boxes using
Versatile.
• Process warrant (payment) requests from various agencies in order to obtain copies of
certified documents.
• Organize and document evidence received from various sources. These documents
typically include medical records, x-rays, pictures or other various items doctors or patients
have sent in related to their complaint file. Items have to be logged into our system,
documented, viewed to show accuracy and working ability. All evidence is considered
confidential, ensuring HIPPA laws are not violated in the processing of such evidence.
• Main back up to our section secretary, coding files to Division Directors, Bureau Directors,
Analysts, and Support Staff, drafting and editing memos, DCDS, help with manager’s
schedule, including scheduling meetings and appointments, running reports, and other
administrative tasks as assigned by manager.

2. • Organize and review medical professional license applications to help our Bureau’s
Licensing Division.
• Update procedures and manuals as needed.
• Core member of the Allegations Section Lean Process Improvement Workshop (LPI) where
we worked as a team to streamline our process, making it more cost effective, customer
effective, and more efficient. The team made decisions to help utilize employee’s time and
work flow in order to provide superior customer service. 90% of our team’s
recommendations were accepted by the Bureau Director.
• Other administrative tasks as asked or assigned.
• Training Class – Taking the HEAT to Provide Superior Customer Service. I learned how to
identify the differences between two types of customers – “walkers” and “talkers” – and
explain the importance of encouraging walkers to talk about their dissatisfaction along with
how to apply a set of skills (HEAT) that will enable you to identify and respond to
dissatisfied customers. Hear Empathize Apologize Take responsibility. I also learned how
to take this set of skills to turn difficult customer situations into positive interactions.
• Training Class – Managing Change and Transition. During this course I learned to identify
stages in the change process, examine the effects of change on individuals, teams and
organizations. I learned strategies to help me and others deal with change and how attitude
plays a part in our ability to cope with change.
• Training Class – Dealing Successfully with Difficult Customers. In this course I learned
how to understand the nature of anger, hostile, and abusive behavior and to understand what
angry people want and need out of a situation. I learned different techniques for self-control
and ways to assist difficult customers to express their anger without being hostile.
July 5, 2005 – April 1,
2011
State of Michigan, LARA, Bureau of
Commercial Services, Legal Affairs Division
Okemos, MI
Word Processing Assistant
 Track Freedom of Information Act (FOIA) requests. Obtain requested material from the various
areas of the Bureau, organize and redact materials exempt from release, prepare billing, and
provide copies of the requested documentation, compose response letters.
 Provide management with weekly, monthly, and quarterly reports regarding FOIA requests.
 Main telephone contact for FOIA inquiries.
 Serve as Board Agenda Coordinator, preparing Final Orders, provide Stipulations and Certified
Hearing Records to the Bureau’s Licensing Division for coordination of the upcoming Board
agendas.
 Main telephone contact for inquiries regarding complaint file status.
 Prepare all Formal Complaints for mailing and service, logging each complaint information into
the Bureau’s tracking system. Organize the Formal Complaints, Hearing Notices, Proof of
Service and cover letters, provide address verification along with legal service of the Formal
Complaints and monitoring after service.
 Copy and organize Final Orders from all Professional Boards for mailing after Board meetings.
 Track Board packets as they return from Board meetings and distribute to Department
Representatives as needed.
 Main back up for the Division secretary, answer Division’s main telephone line responding to
callers needs and directing them accordingly, attend meetings with Division Director.
 Greet and screen customers and visitors, along with other administrative duties.
 Update office manuals and procedures.

3. June 2002 – July 2005 NorthStar Cooperative Lansing, MI
Office Administrator
 Process all breeding receipts from customers turned in by multiple sales representatives.
 Organize office mail and distribute accordingly.
 Liaison between technicians and office staff.
 Maintain spreadsheet containing technician schedules.
 Schedule appointments for techs as needed.
 Process check and cash payments made to the company, process checks and prepare for daily
deposit.
 Run weekly and quarterly reports for technicians.
 Process weekly mailings for sales reps and clients, filing, answer customer calls, assist in meeting
planning and other various clerical duties.
 Photo copying, filing, scanning and carrying out any other administrative duties as required.
 Updating office manuals and procedures
Education
1997 Holt Sr. High School Holt, MI
 College Prep Classes
References
 Terri Schrauben
Departmental Analyst 12
Bureau of Professional Licensing
Phone: 517-335-4334
Email: schraubent@michigan.gov
 Linda Travis
Departmental Analyst 12
Bureau of Professional Licensing
517-335-1754
Email: TravisL@michigan.gov
 Kelly Dent
Departmental Analyst 12
Bureau of Construction Codes
517-373-8797

4. Email: DentK@michigan.gov
 William Wilhelm
Administrative Law Specialist
Bureau of Professional Licensing
517-214-9216
Email: WilhelmW@michigan.gov