Customer Services Program Analyst
Resume:
Claudette Elaine Washington
Washington, DC 20001 United States
Mobile: 240-***-****
Email: ********************@*****.***
Availability:
Job Type: Permanent, Graduates, Onsite/Telework
Work Schedule: Full-time
Work Experience:
Management and Program Analyst
Department of Education, Office of Post Secondary Education (This is a federal job)
400 Street SW
Washington DC, DC
6/2021 – 6/2024
Hours per week: 40
Series: 0301 Miscellaneous Administration and Program
Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.).
Grade: 12
This is a time-limited appointment or temporary promotion
Duties, Accomplishments and Related Skills:
Conducting studies of work processes/procedures and identifying problems
Monitor/track programmatic/management actions
Reviewing production standards making recommendations for problem resolution surrounding grantees awards
Reviewing institutions awards ensuring user requirements are met /appropriate rules/regulations are utilized
Compile/track/analyze information for program
Enter/track/analyze data
Provide detailed analysis/advice on allocations/funds
Responsible for budget data analysis/entry/establishing account structures/ continuous review/monitoring of funds/reconciliation/adjusting funds
Develop process improvement plans/coordinate with management
Coordinate with team members to develop/administer evaluation programs/ policies
Recommending solutions to process improvement activities/take corrective actions
Gathering/organizing/maintaining data for administrative support services
Planning/coordinating/executing administrative tasks/meetings/conferences/special events
Maintaining at least one of the following: records, databases, and/or tracking systems
Collaborate/communicate/set priorities organize work in order to meet deadlines
Interpret/maintain compliance with established processes/policies/regulations
Communicate orally/writing
Preparing research reports in various formats/presenting data to organizational levels
Coordinate/negotiate contracts/agreements with universities
Prepares agendas/records minutes/assigns reviews in preparation of meetings
Reviews protocol/studies
Maintains continuous communication with coordinators/other Federal /State regulatory institutions
Assists in preparation of institutional compliance reports
Develops/executes/coordinates/manages special projects
Creates/executes plans of action
Prepares/conducts trainings to regulatory research committees regarding basic guidelines/Federal regulations/ ethical issues
Coordinates/organizes research studies
Performs analytical/evaluative assessments/prioritizes multiple tasks
Gathers/assembles/analyzes facts for accuracy/completeness to ensure consistency with program policies/ regulations. Compiles and evaluates information gathered
Conducts research
Communicates agency-wide policies/programs
Preparing/processing/issuing/tracking grants/compliance with reporting requirements
Conducting program evaluation, including monitoring/assessing awardee performance/establishing performance measures
Monitoring/assessing/ensuring awardee complies with all terms/conditions of award
Conducting post-award reviews/analyses to identify management/financial/administrative issues
Liaison with external customers/recipients/awardee community to clarify/interpret/resolve issues
Ensuring compliance with all regulatory/legal requirements
Utilize software tracking status of correspondents/files/maintaining accurate reports
Maintain computerized correspondence/files tracking system/assemble files for archiving
Assist in development of directives/design/development/implementation of various reporting systems
Support management to identify financial/personnel/resources/issues
Developing budget estimates/justifications/making sure that funds are used in
accordance with the operating budget
Engage with management in developing/maintaining organization structures/improving methods/procedures/ effective use of resources
Collaborate with staff to find solutions to management problems
arising out of changes in work which have an impact on jobs and employees.
Advise/negotiate with grantees on issues with contracts/agreements/cooperative arrangements
Develop/implement and/or assist with planning, direction and execution of office duties
Providing technical assistance to grantees on the implementation and management of project standard
Working in groups in collaboration of team building/presentation outline
Continuously communication internally/externally
Manage/coordinate discussions/meetings with grantees to clarify/resolve inconsistencies/issues
Supervisor: Tanyelle Richardson 301-***-****)
Okay to contact this Supervisor: Yes
Administrative Officer, Contractor
Department of Commerce
1401 Constitution Ave. NW
Washington DC,
10/2020 - 6/2021
Hours per week: 40
Duties, Accomplishments and Related Skills:
Performed administrative/executive assistance duties/customer service /relaying/resolving routine telephone/inquiries/scheduling calendar items/meetings/generating.
Prepared supporting documentation for budget expenditures.
Analyzed operational/ administrative programs to identify productivity standards/performance measures/reporting procedures/resource utilization.
Managed customer requests/document production /review/records/reports.
Liaison to purchasing/procurement and established thorough communication with contractors/vendors pertaining new purchase orders.
Work collaboratively/managed/coordinate discussions/meetings internally/externally to clarify/resolve inconsistencies/issues.
Prepared/reviewed/coordinated information/decision documents/special reports/programmatic documents required for administrative management.
Utilized tracking system for current/overdue mail addressed/maintained computerized correspondence tracking system.
Identified operations consistent with policies/objectives
Point of contact for records management inquiries and human resources management,
Maintained property/equipment record records/conducted inventories/ adjusted discrepancies
Provided duplicating services.
Processed incoming/outgoing communications involving routing of mail throughout organization/checking outgoing materials for completeness/conformity to postal service.
Managed supply/forms/storeroom/reordering supplies/maintain stock levels/ issuing materials/manage maintenance contractors to request repairs.
Researched/interpreted information for projects reporting.
Established/maintained/distributed/archives records consistent policies/procedures.
Researched/investigate business management practices to improve programs/operations.
Developed/implemented procedures for operating/assessing administrative control systems
Maintained records according to government agency regulations and guidelines.
Interpreted regulatory directives/procedures/fully and implemented as requested.
Researched/studies/directives/publications included editing requirements.
Interpreted complex administrative policies/regulations added updated copies within office manual booklets for employees.
Worked with HR Specialist providing supporting towards the archiving of new/old personnel actions forms.
Managed procurement operations and recommendation for proper disposition of records.
Prepared documents/correspondence/processed forms/performing data entry/establishing/maintaining records.
Updated budget data on spreadsheets/preparing routine budget requests/requests for personnel.
Worked on projects requiring administrative/ coordination/ message/reporting researcher.
Performed research/created through required tracking systems.
Reviewed/maintained editing security compliance documentation/incident reporting documents/security contracts/ information sharing agreements.
Advised on applicable laws/regulations/policies/procedures as requested.
Maintained inventory/records/supply orders/prepared requisitions/checks in supplies/materials/arranges for purchase order payment.
Provide detailed analysis/advice on allocations/funds for government fleet vehicles usage.
Prepared/developed/maintained documents/data/towards informational support.
Assist in the development/implemented administrative standard policies/procedures guidelines.
Identified/eliminated conflict/duplication in office procedures and requirement.
Collaborate with team member to implement new office procedures by evaluating various alternatives/recommending solutions.
Organized office flow of administrative activities/subordinate offices/offered recommendations for improvements.
Advised management on effectiveness of programs/operations and analyzed/interpreted administrative directives/policies issued by the organization.
Engaged in long term equipment planning/budget processing to ensure effectiveness and accuracy for future inventory purchases.
Accountable for full range of office support as primary point of contact.
Assisted with Logistics of office moves work with poc’s for scheduling removal of equipment.
Prepared correspondence/editing/charts/brochures/instructional materials/newsletters/reports.
Advised management on manpower/personnel management matters/travel/training/performance appraisals/awards/surveys/special studies.
Delivered efficient/effective training programs and brochures to office staff.
Performed research/fact-gathering assignments to provide background information to management
Analyzed changes to policy/regulations /directives/associated impact on organization support services processes/ workflows.
Recommending preventative/corrective actions toward IT license(s) management requirements.
Proposed changes in operating processes/procedures/forms for fiscal year filing purposes.
Involved in evaluating systems/reviewing for fact finding/developing references/preparing a report of findings of reporting systems.
Reported findings/recommendations to management in writing/verbally via electronic submission.
Communicated internally/externally to clients and stakeholders.
Provided solutions to management problems through studies in comparison of previous regulations.
that involve consideration/development of changes in managerial policies/practices/methods/
procedures/organizational structures.
Supervisor: Laura Miller 813-***-****)
Okay to contact this Supervisor: Yes
Team Lead/Executive Assistant, (Contractor)
Federal Aviation Administration,
800 Independence Ave SW, Washington, DC 20591
Washington DC, DC
7/2019 - 12/2019
Hours per week: 40
Duties, Accomplishments and Related Skills:
Arranged meeting materials/drafts agendas/confirmed meetings/attendance
Evaluated/made recommendations on plans/proposals/projects/managed special projects
Prepared administrative requests/documents/travel authorizations/reimbursements vouchers.
Primary liaison for internal departments/external vendors.
Developed/prepared/coordinated narrative/statistical data/material used for presentations/briefings.
Provided direction/guidance/training to staff/setting performance standards/monitoring performance/resolved issues/delegated responsibilities.
Prepared executive correspondents for agency guidelines/formats/policies/procedures.
Reviewed/edited materials for accuracy/grammar/spelling/punctuation/clarity.
Utilized software to track status of correspondents/maintained accurate reports/provided guidance to subordinates on correspondents formats/processes/agency procedures.
Coordinated/led office functions/procedures/resources/provided training/guidance/feedback to administrative staff.
Participated in weekly staff/management meetings prepared agenda items for discussion.
Researched/communicated with HR specialists on issues involving staffing/classification/leave administration/employee relations/training issues
Reviewed/screened/incoming materials/requested input
Maintained Director's calendar/scheduled appts according to priorities/de-conflicting schedules
Applied administrative policies/procedures/maintained systems/training/staff requirements/tracked workflow.
Supported cross-functional teams/maintain client service focus/meeting competing deadlines/solving issues.
Developed policies/guidelines/instructions/procedures/compiled data/prepare administrative status reports for review
Performed analyses/draw conclusions on issues/problems/situations/made recommendations
Records Management Liaison/SharePoint Coordinator
Developed/interpret/analyzed data extracts/reports from automated databases for presenting reports/graphics for management
Organized/maintained files/records/manuals/handbooks
Met with supervisor to present findings/explain/conclusions/justify recommendations/answer questions concerning non-compliance issues.
Provided technical assistance in development of work methods/procedures/resource utilization/ delegations of authority.
Completed time sheets for submission; provided technical guidance to PA/ensured consistent with/conform to acceptable standards of processing unusual/complex FOIA requests/Privacy issues.
Prepared correspondence/reports/forms/requisitions/requests for personnel actions/documents.
Completed projects/reports/reviewed for conformance in accordance to requirements.
Provided exceptional customer service to internal/external customers/vendors.
Developed/implemented standards for tracking internal/external correspondence.
Received/controlled mail/suspense items/routing directly to appropriate executive level approval review.
Reviewed work for conformity with policy/pertinent regulations/precedents/deadlines
Created front office Standard Operation Procedures in comparison to standing draft copy.
Team Lead provided weekly guidance to administrative assistance team.
Provided executive support to FAA directorate directors.
Managed/reviewed filing systems/record management liaison.
Answered/screened/route telephone calls to appropriate staff.
Managed/controlled Director's calendar with authority for time commitments
Scheduled/prioritized appointments and meetings for the Director and Deputy made appointments for the supervisor/management/establishing priorities/setting up/rescheduling/ declining/ refusing appointments/ accepting/declining invitations to meetings/arranging for representation by a subordinate official when required
Accepted/declined invitations consistent with protocol requirements
Aggregate data for reports
Tracked/monitored/valuated activities ensuring compliance/completion within established timeframe
Coordinated meeting locations/dates/participants/agendas
Researched background information/sends it to meeting participants
Ensured Personally Identifiable Information (PII) records are protected
Ensured that electronic/paper records are properly protected/organized/managed/retained in accordance with approved records schedule
Typed correspondence/adhere to Agency format/grammar/spelling
Ensured organizational records are identifiable/retrievable
Maintained confidentiality on sensitive information/employment matters
Planned/organized administrative work/made recommendations on new procedures/practices for more efficiency to include file maintenance/correspondence flow/control/disposition
Received visitors/answers incoming telephone calls individuals from a variety of backgrounds/internally/externally
Addressed/responded to inquiries concerning charges/invoices.
Created/maintained Excel spreadsheet listing of budget expenditures review.
Prepared documents/information packets/slide decks for meeting presentations for division director.
Served as focal point for coordination of all procurement/purchasing activities.
Supervisor: Darya Morris 240-***-****)
Okay to contact this Supervisor: Yes
Senior Executive Assistant (Contractor)
ASEC RD US Dept of Agriculture
1400 Independence Ave SW
Washington DC, DC
3/2019 - 6/2019, Short Term Contract
Hours per week: 40
Duties, Accomplishments and Related Skills:
Assembled materials/drafts agendas for meetings/confirmed meeting/conference attendance.
Responded to inquiries/administrative problems brought to Asst Sec by staff/officials.
Managed timekeeping/travel arrangement for executive review approval.
Researched/analyzed administrative matters to meet accountable for deadlines.
Led development/ implementation of administrative management policies
Interpreted/provided advice on policies/regulations pertaining to administrative matters
Liaison between Office of the Secretary/agencies regarding Secretarial Correspondence matters
Managed clearance process of Assistant Secretary correspondence/determined changes/redrafting necessary.
Reviewed/draft Asst Sec Correspondence for grammatical errors/format/consistency.
Processed signed Asst Sec Correspondence for executive level submission.
Screened material prior to release ensuring documents releasable/do not conflict with exemptions of FOIA submission
Collected/compiled/analyzed/researched/information/prepared reports.
Managed discrete projects/prepared materials for meetings/documents/followed up on action items/ shared documentation with team.
Evaluated organizational structures/methods/procedures; advised on policies/procedures on operational matters.
Prepared administrative/management reports for monthly meetings.
Prepared briefing materials for Asst Sec. weekly meetings.
Delegated tasks /provided guidance on directives/interpret regulatory directives/procedures
Organized the flow of administrative activities of the office/subordinate offices/offer specific recommendations for improvements.
Developed materials for the supervisor’s on matters affecting the organization.
Advised staff members/outside the organization of the supervisor’s views on current issues affecting the organization.
Provided additional instructions/suggested work methods for new/ difficult/unusual assignments.
Handled problems/deviations relying on instructions/training/established procedures
Scheduled events/programs/activities/work of staff.
Received correspondence for the Asst Sec replied to mail not requiring signature
requiring the Director's attention/routes matters requiring action by hospital
department heads.
Managed controlled correspondence documentation for management review.
Direct contact point for matters related to Asst Secretary correspondence.
Tracked all correspondence and ensured deadlines are met when responding to incoming correspondence.
Received all correspondence for Asst Sec/replying to mail not requiring the Asst Sec attention/routes matters requiring action by Directors.
Reviewed correspondence/documents prepared for signature/requiring coordination by Asst Sec
Received requests from other organizations within the agency for information
concerning programs under the Commander's control
Edit/draft documents/presentations used by Asst Secretary for future meetings.
Regular communication/updates with Asst. Secretary on policies/directives matters.
Served as primary liaison/facilitated effective communications between the Assistant Secretary/senior executives/management/staff/SharePoint Coordinator.
Liaison to other managers/staff/provided accurate advice on procedures/reports/policies
Utilized a variety of office automated programs/applications/tools/systems to generate reports/graphics/charts/graphs/PowerPoint presentations/metrics/data analytics
Maintain access to Assistant Secretary's email/response in outlook mail.
Liaison support between various offices/Security/Facilities/Human Resources officer.
Reviewed outgoing correspondence/directives/publications/edits to ensure completeness/conformance to format/policy.
Prepared briefing materials/coordinated meeting agendas/logistical support for off-sites/staff meetings while maintaining the calendar/attended meetings to take minutes.
Gathered info/data, identified/analyzed issues, developing recommendations to resolve problems of a procedural nature.
Responded to inquiries/resolving issues to ensure compliance.
Planned/carried out day to day admin operations to improve efficiency/quality of the organization.
Coordinated/communicated the ongoing review/analysis/implementation of division policy/program initiatives.
Completed special assignment characterized as unique one-time requirements involving research Served as liaison with budget office concerning budget/financial issues/activities.
Reviewed/monitored/advised/assisted management on matters concerning HR actions/services Maintained accurate records/informed management/staff of final disposition.
Collected/maintained/monitored/analyzed data in computerized tracking of information required to support assigned organization's mission.
Developed charts/spreadsheets/reports to present data/identified areas of focus as needed
Used a variety of software and hardware applications to perform assignments.
Advised staff on administrative matter/program related issues.
Composed/collated reports/analyzed data on programs for reporting.
Troubleshoot administrative issues impacting performance of daily operations.
Supervisor: Chris Zettler 571-***-****)
Okay to contact this Supervisor: Yes
Administrative Specialist (Contractor)
NASA, Office of STEM Engagement
300 E Street S W
Washington DC, DC
2/2018 - 2/2019
Hours per week: 40
Duties, Accomplishments and Related Skills:
Supported staff with assigned project-based work applications.
Performed administrative duties, travel/procured supplies/ time and attendance records management/managed databases/tracking systems/requisitioned. Equipment/maintenance/coordinated logistics/conferences/meetings/processed/tracked training.
Responsible for tracking project activities to meet office deadlines.
Liaison responsible for coordinating/tracking/reporting on program activities/systems.
Developed new/revised programs/processes/systems/procedures for adequate recordkeeping requirements are established and implemented scheduled disposition of electronic records.
Instructed staff on procedures for completing travel authorizations/ vouchers/expense reimbursements/documentation.
Developed correspondence/scheduling appointments/organizing/maintaining paper/electronic files/information to callers.
Maintained financial/travel records manually/automated systems for accurate data.
Used Microsoft Word/Excel/created/updated spreadsheets/word processing/database management/applications to track/maintained lists/data/information.
Answered calls/provided information to callers/messages/transferred calls to appropriate staff
Filed documents/validated data before entering into office database.
Greeted visitors/callers/handled inquiries effective to ensure efficiency.
Coordinated work with other offices while ensuring that procedures/administrative controls are followed/administrative details.
Managed correspondence/coordinated assignments and edit/draft documents/presentations.
Maintained/gathered material for reports/presentations/speeches/created presentation slides for management team.
Received/reviewed incoming mail/distribute to appropriate office staff.
Set up staff with email in connection to active SharePoint link.
Received calls/visitors/determined which calls to direct to staff.
Met with supervisor/management staff to present findings/explain/conclusions/justify recommendations/answer questions concerning non-compliance issues.
Provided technical assistance in development of effective work methods/procedures/resource utilization/ delegations of authority
Primary point contact for collaborated with government vendors.
Coordinated the process of bi weekly NASA Advisory Council meetings/video telecom.
Provided calendar maintenance for management/correspondence/signature log.
Maintained Director's calendar/commitments/rearranged calendar when needed
Arranged/collected pre-meeting materials/drafts agendas for meetings/confirmed meeting/conference attendance.
Controlled correspondence/ensured equipment was ready for meetings/provided briefing materials/logistics.
Received/reviewed correspondence/reports for format/typographical accuracy/conformance with procedural instructions/proper assembly/references/required background material.
Responded to incoming calls pertaining to NASA Internship/scholarship availability within agency.
Scheduled monthly WebEx for meetings/prepared presentations
Maintained/applied pertinent laws/regulations/policies for administrative operations in areas of correspondence/budget/procurement/contracting/work processes/instructions/travel
Acquired supplies/services through small purchases following established policy
Maintained Personnel Files/updated online
Set up Video conferencing weekly stand-up meetings/recorded meeting minutes
Collected/collated reports/analyzed data on programs for reporting
Received/analyzed/coordinated/tracked administrative correspondence/communications/data
Served as the authoritative point of reference on actions at all stages of the assigned organization's approval process.
Managed daily operations/greeting visitors/arranging meetings/appointments/monitored commitments/obligations/ordering supplies/travel/calendars/use of office space
Evaluated/recommended equipment/property to improve efficiency
Searched/located/assembled/summarized material from the files/other sources supporting Director/staff in solving problems/use in meetings/ conferences/responding to requests for information/complete reports.
Attend various training in support as the office SharePoint Coordinator.
Performed/prepared special assignments/researched/comprehensive reports.
Tracked documentation that flowed to Director for review/approval
Updated informational material for management review.
Attended meetings to listen/provide project technical assistance; Planned/implemented development initiatives.
Developed/managed marketing/communications strategy for products/program Inform Supported/coordinated the roll-out/launch of new websites/products with communications/marketing/social media support Established communication strategy in coordination with the leadership team.
Developed communications/interpret/explain important/complex/potentially controversial information concerning initiatives/programs/policies and procedures.
Participated in policy/planning activities weekly meetings.
Primary point of contact/communicated internally/externally
Attended meetings/providing project technical assistance/representative for the office.
Prepared/reviewed/coordinated information/documents/special reports submission.
Supervisor: Lisa Stewart 202-***-****)
Okay to contact this Supervisor: Yes
Administrative Assistant (Contractor)
NASA Office of Education
300 E Street S W
Washington DC, DC
2/2017 - 2/2018
Salary: $0.00 USD Bi-weekly
Hours per week: 40
Duties, Accomplishments and Related Skills:
Planned/execution/administration of administrative programs/executing the coordination/monitored variety of support service functions /following established office procedures.
Provided logistical tasks/coordinated meetings/developed talking points/advised on travel administration.
Received/reviewed incoming mail/established controls; Received calls/visitors/determined which calls to staff.
Responded and processed FOIA requests for records; implemented/coordinated program activities.
Compiled/analyzed data/performed research on program-related issues in accordance to guidelines.
Conducted studies/analyzed/evaluated administrative tasks leading to development/improvement of managerial/administrative policies/practices/procedures.
Perform research to support statistical analysis/data visualization initiatives for management.
Collaborate with management on the effectiveness of programs/operations projects.
Completed requests from organizations within the agency for information
concerning programs under Directors control.
Instructed staff on procedures for completing travel authorizations/ vouchers/expense reimbursements/documentation.
Using data sources to identify programmatic needs/program analysis of organization functions identifying ways to facilitate work tasks.
Create reports/spreadsheets for review by management/summarizing projects.
Engaging in program assessments ensuring programmatic goals documented requirements.
Managing the work/support services/purchasing supplies/equipment/receiving/controlling incoming correspondence/preparation/briefings/directives/maintaining budget information organizing/maintaining filing systems/mail processing/organizing clerical processes/gathering project status/leading/conducting special projects/ studies/information/forms/reports/purchases/procuring supplies/administrative functions/ timekeeping/ studies/ internal control action.
Provided user assistance on automated travel systems
Control outgoing/incoming correspondence/action documents/meet deadlines
Reschedule meetings when necessary to accommodate cancellations/changing priorities
Monitoring/coordinating/processing work through internal procedures/controls/production/progress reporting.
Planning/designing records management program/reduction in forms/reports/files required/development of new methods/procedures needed under changed system.
Maintained Director's calendar/schedules appointments/conferences/resolves scheduling conflict.
Served as conduit between the customer community/team on technical issues.
Coordinated the process of bi weekly NASA Advisory Council meetings/video telecom.
Responded to inquiries/schedule activities /direct callers to appropriate staff distribution.
Coordinated/processed documentation involving sensitive matters in accordance to regulations.
Arranged for space/materials for meetings/conferences for future travel.
Scheduled monthly WebEx for office meetings/schedule events.
Attended meetings/
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