Customer Service Program Support
Resume:
Vanessa A Hill
Washington, DC *****
Day/Evening 202-***-**** or 202-***-****
*********@*****.***
Professional Summary
Highly skilled in solving complex problems interpreting, analyzing, and applying regulations, policies, with outstanding customer service within a diverse work environment. Seeking an employment opportunity that would maximize my customer service, environmental awareness, infrastructure technical training and program support. Experienced in travel, customer service, public schools, local, state and federal government; community healthcare, scholarship programs, religion, private and corporate sectors as well as a sole proprietor of a business. The ability to thoroughly research and analyzes situations for positive business and shareholder outcomes. Skilled in various databases: Microsoft Office Suites, Adobe Training Platform, SharePoint, Salesforce, Sabre, Export/Import, BMISS and other business applications. Detailed and organized to handle data analysis, daily reporting and workflow assignments.
Education
1980 1981 –
New Iberia Senior High, New Iberia, LA University of Louisiana at Lafayette
Graduate – Diploma Choreographic Design – Undergrad Studies
Teche Area Vocational Tech - NI, LA University of the District of Columbia
Accounting - General Studies Mass Media – Undergrad Studies
Acknowledgements
African American Heritage Hymnal, GIA Publishing Company, Chicago, Il
Volunteer Experiences
•Childcare Resource Center Steering Committee Latch Key Kids - Van Nuys, CA
Community Outreach Coordinator Steering Committee - Van Nuys, CA
•Michigan Park Christian Church - Washington, D.C.
•Backus Elementary School - Washington, D.C.
Professional Trainings & Awards
New Leadership Mentor Program; Art of Online Facilitation, Critical Elements of Supervising, OSHA & Hazmat Safety-American Airlines; FFA Safety Certification Ramp, Gate & Ticket Counter; Telework Customer Service and Tele Doctor, Electronic Health Records, Federal Appropriations Law
Work Experience
8/8/2023 – Present – Job Counselor Trainee
The National Caucus and Center on Black Aged, Inc.
Assist participants with job readiness and placement as well as career development skills
Assist with application process and interview processing
Assist with various resources for career development and work life balance
5/22 – 10/22 Records Documentation Authentication Specialist
US State Department Office of Passport (Contract)
Review incoming documentation for processing; proof all documentation for authentication through various processes to be authentic before submission of passports and or birth abroad birth certificates
Logged incoming checks/fees for bank deposits within a spreadsheet
Answered numerous customer service inquires for processing
Assess proper fees for services
Categorized files, boxes and other documentation to include present and achieved files
Reviewed and validated original information for processing close outs
Responded to customer queries via phone an email and backlog request
2/1/21 – 4/13/21 Adobe Specialist
National Highway Institute -Federal Highways (SFI)
Provide assistance and expertise in the use and application of learning management systems, web and videoconferencing,
Screen-casting and other technologies and systems that support the training program.
Provides technical support for web-conference training sessions.
Conducts research on and tests new applications.
Assist with the development and maintenance of business applications, using tools such as SharePoint, Salesforce and with customer service, data analysis, and reporting functions.
Smartsheet
Submit daily reports
10/2/19 – 2/20/20 Program Assistant
EEOC Division Headquarters Training & Outreach Division (AllUNeedPersonnel)
Provide administrative support services for OFO’s Training and Outreach Division (TOD).
Log in and keep track of incoming training request
Establish ticklers and reminders for each request and properly records the staff to whom the request was assigned.
Provide support for training logistics such as venue planning, reservations, set up and equipment, monitoring registration, request for reasonable accommodation and customer service inquiries.
Accurately document the request for either training or outreach based on information received from agency point of contact
Update status of training requests.
Review each training manual and slide deck prior for shipment to ensure that the complete package has been complied for dissemination and where aspects of the training material are missing
Contact relevant agency officials promptly to obtain the missing or incomplete portions
Handle all incoming calls from the public and has the tact and patience to answer questions and concerns and where appropriate
Forward the call to the office or unit that can best provide relevant answers
Review and assess incoming correspondence and email, distributes the mail to appropriate individuals in the Office and uses good judgement to bring appropriate matters raised in letters and correspondence to the attention of management
Review and proof memoranda, letters, controlled correspondence, and other documents prepared by management or staff to ensure proper content and formatting
Must maintain calendar for the Office, which requires knowledge of Outlook calendar, task, lists and reminders
Must record Trainer assignments to include where training is to occur also record is trainer is on leave or in any other appointment
Request a list of supplies for trainers as approved by the TOD director or assigned TOD staff and ensure order is placed and processed
Work with technicians to ensure that copiers, faxes, telephones, and other electronic equipment are maintained in working order
Prepare travel authorizations, make travel reservations and processes travel vouchers for Director and staff upon their return, review correspondence and documents for the Director’s signature for procedural accuracy, conformance with general policy and proper deadlines
Provide updates while on travel status of important developments and the progress of pending issues that have occurred in his/her absence
Produce a variety of written documents utilizing varied and advanced functions in one or more types of office automation software. This includes integrating output from different software types e.g., charts and graphs produced by electron spreadsheet applications into word processing or desktop publishing text
Perform office automation duties and responsibilities, which include operating word processing, communications systems, database management systems, time and attendance reporting system and other database systems used throughout TOD
Perform other related duties as assigned.
10/18 – 3//19 Administrative Support
NIH-Environmental Protection Decontamination Unit (Banner Staffing)
•Created a data base within SharePoint to track all Lab Projects (US and International) to decontaminate leaks and/or spills in laboratories. To monitor project status and timelines
•Tracked an uploaded all documentation for Project Labs cleanup; tracking records from 2016 – 2019 into the SharePoint Site
•Prepared correspondences, memorandums, meeting minutes, reports, and other documentations.
•Coordinated with Project Officers on project scheduling, and established appointment schedules and calendars.
6/11 – 3/18 Program Support Officer GS-12/Management Analyst Bureau of Health Workforce/National Health Service Corps
Manage the assignment dashboard ensuring that all employees receiving their tasked assignments in a timely manner.
Resolve all issues resulting from errors, problems, that occur in our tracking system
Monitor and track participants for Retention and Recruitment to support our underserved communities
Assist with the development of SOPs and other job aids to monitor and track participants
Collaborate with other divisions within the Bureau to resolve any problems involving participant’s service obligation and job search.
Functions as an expert in monitoring, reviewing and tracking participants in school, in residency and transfer to placement
Administers, develops, and presents documentation needed to support leave of absence; terminations; defaults and debt estimates.
Provide oversight of application review and documentation redaction.
Review new participant’s applications and forms, interpret, and provide guidance to program participants. Schedule and attends meetings to discuss and implement newly acquired or amended regulations or other directives from program Branch Chief and Director.
Monitor finance awards for over 129-awarded participants awarded amounts range from $50,000 to 250,000.00 for a two or 4-year period obligation.
Prepare monthly payroll action memos to stop and or continue payments if Leave of Absences was granted
Request interim audits from the finance management team and payment history to include in all case management work regarding defaults, leaves and terminations
Performs QC on all request prior to submission
Draft and submit the Clinicians Care Review (CCR) for approval; update all case information into SharePoint tracking list
Prepare approval letters, memorandums for case approvals
Consult with other bureaus to follow-up with the participant for additional documents
Submit continuation contract and or contract modification documentation for contract approval
5/10 – 6/11 Administrative Assistant GS-9
Bureau of Health Workforce/National Health Service Corps
•Scheduled meetings and conference rooms.
•Updated other supervisorial staff on information as it pertains to the Director’s instructions on changes and upcoming programs/contracts.
•Assisted in the oversight of over 4 programs, including Loan Repayment and State Loan Programs.
•Engaged in meetings regarding processes and policies.
•Provided GovTrip travel (hotel, car, flight) arrangements.
•Scheduled various trainings and conferences that the Director attended.
•Provided letters, memos, contract reviews, Excel spreadsheet tracking, phone services, and other duties as assigned by the department.
8/07 – 4/09 Administrative Assistant GS-09
District of Columbia Public Schools – Office of the Chief Financial Officer
•Served as senior administrative officer responsible for planning, organizing, and managing a comprehensive program of administrative and management services to four extramural divisions.
•Provided administrative support for the Chief Financial Officer, Legal Department, and Accounts Payable team. Support included all aspects of budget formulation, policy administration, and execution.
•Processed Form 50, merit promotions, and other action items.
•Sat in on panel reviews.
•Re-wrote job descriptions.
•Processed onboarding paperwork and prepared new hire paperwork.
•Reviewed Visual Status of Funds (VSOF) reports to ensure that commitments have hit the books and/or converted to obligations and to identify discrepancies.
•Provided information and assistance to program staff on procurement matters such as documentations, proper clearances, and deadlines.
•Acted as a program liaison providing source assistance to teachers helping reconcile problems about improperly processed documents or missing information.
•Communicated with vendors to obtain pricing and negotiated the best value for the government.
•Served as the central point of contact for receipt and processing of all personnel documents for OPM such as appointments, reassignments, transfers, promotions, and resignations of civil service employees.
•Entered and updated information in the query tracking system.
•Tracked the status of outstanding vouchers within the period from completion and brought them to the attention of the program staff when necessary.
•Resolved questions or problems on personnel matters.
•Gave advice to the program staff on appropriate methods for preparing travel orders and vouchers.
•Performed receptionist duties, such as answering incoming telephone calls, routing to the appropriate staff, and taking detailed messages as required.
•Prepared and edited documents before sending to the branch chief for signature from the CFO.
•Assisted with annual property inventory.
•Prepared correspondences, emails to staff concerning deadlines, meeting coordination, and new or revised federal guideline information.
•Prepared documentation for COTR signature for contracted vendors.
•Assisted the property management and inventory of all DC Public Schools, and monitored all property assigned to Schools and the Office of the CFO.
•Organized and led monthly support staff meetings.
•Scheduled meetings and travel for the CFO.
•Maintained multiple executive calendars.
•Created and maintained tracking logs for travel, personnel, and procurement.
•Sorted and distributed mail.
•Answered multi-line phone calls and directed to appropriate individuals.
•Greeted clients and visitors in a friendly manner and presented an upbeat demeanor.
•Functioned as a primary advisor and assistant to the CFO on matters affecting administrative operations, property, training, security, telecommunications, data management and travel.
•Participated as a senior staff member with a primary responsibility of providing critical linkage of general administrative issues or policies, with scientific program management, development, and priorities.
•Negotiated and prepared Inter/Intra Agency Agreements (IAA) and Memorandums of Understanding.
6/06- 7/07 Support Specialist IV (Contractor)
Federal Government Department of Labor Bureau of Labor & Statistics (BEA Systems)
Office of Technology & Survey Processing
Monitored contract time and attendance for contracted staff.
Facilitated office moves, office reconfigurations, furniture orders, purchasing of furniture, managing surplus and staff relocation with minimal disruption.
Approved orders for accountable and non-accountable property and office furnishings.
Reformatted and updated the Occupant Emergency Plan for Floor Monitors
Provide information and assistance to program staff on procurement matters, such as documentations, proper clearance,
Communicate with vendors to obtain pricing and negotiate the best value to the government.
Enters and updates information in the Employee Database System for all personnel located within the department
Review program travel orders and vouchers for accuracy, availability of funds, and compliance with federal regulations to submission to the administrative officer for signature.
Tracks the status of outstanding vouchers within the period from completion and brings them to the attention of the program staff when necessary.
Provides receptions duties, such as answering incoming telephone calls, routing to the appropriate staff or taking detail messages as required.
Prepares and edits documents
Timekeeper for 30 or more staff members.
Assisted with annual property inventory.
Prepares correspondences and email to staff concerning deadlines, meetings and new or revised federal guidelines information
Assists the NIAID property management office in the tracking and monitoring of all property assigned
Schedule meetings and travel
Maintain multiple calendars.
Create and maintain tracking logs for travel, personnel, and procurement
Sort and distribute mail
Answer Multi-line phone and direct call to appropriate individuals
Greet clients/visitors in a friendly manner; present upbeat and warm demeanor.
06/05 – 06/06 Security Clearance Specialist (Banner Staffing)
Federal Government Department of Transportation and Security Administration
Intake & Customer Service Personnel Security Division Arlington, VA
•Review all security packages for MBI, SSI TS and other material so that applicants would secure a security clearance
Interviewed and fingerprinted applicants
Processes applications for further investigations if needed for a security clearance
Used the EQuip (electronic features) for new hire processing to include the SF86
Updated, assigned, and managed queries in the Customer Service Tracking Tool
Assist ad-hoc projects for management, as needed
Maintain case files, routing and pulling of application files for Screeners and Non-Screeners
Data entry using Background Investigation Data Systems and (BITS);
Promoted to Intake Customer Service Department to review all incoming security forms (e.g., SF86 and OF306) for accuracy and completion.
Initiate all documentation to be sent to OPM for investigation and scheduling Security Clearances
Maintain confidential information in agency database, customer service dialogue with pre-hire participants regarding status of pending background investigations.
Answer all inquiries on case status updates, logged and maintain all correspondence
Routed files to OPM for review SF87 and FD 258
Other Work Experience
Lead Customer Service Ticket Agent
American Eagle Airlines – Louisiana, Tennessee, and Idaho
Administrative Assistant
Iberia Comprehensive Community Health Center New Iberia, Louisiana
Desk-Top-Publishing and Documentation Management Company
DMV, Incorporated (Owner) - Louisiana
Administrative Assistant
Michigan Park Christian Church (Disciples of Christ)-Washington, DC
Export Invoice Documentation Clerk Accounting (International
Sunkist Fruit Growers, Inc.-Sherman Oaks, CA
Professional Trainings & Awards
Various Team Awards (HRSA Scholarship Branch);Completed Mentee Program New Leadership Mentor Program; Mentor Program Completion Award 2013-14; Leadership Risk Training (GovLoop Webinar); Microsoft Office 2007 “Get up to Speed with Outlook”, Microsoft Office 2007 “Working with Excel Functions”; Brown Bags: Art of Online Facilitation, Alternative Dispute Resolution, Critical Elements of Supervising, HRSA Grants Part 1, HRSA Grants Part 2, EHB, Plain Writing Language, OSHA and American Airlines, FAA Safety, Certified Ramp and Gate/Ticket Counter Training American Eagle Airlines (AA), Records Management Microsoft Office Suites 2010;Gov Trip; Sabre Systems; Telework/Customer Service/Tele Doctor; SharePoint; Workplace Violence; Grants I & II for Project Officers; Federal Budget Process; Records Management; SharePoint; Adobe Connect and Conference Set-Up; Conflict Resolution; Electronic Health Records
Skills: Type over 60 wpm, Word Perfect, Word XP, Outlook, People Soft, Microsoft Office Suite, BITS, Sabre System, Peachtree, GovTrip, SharePoint, Access, Excel, IQ, PCLINK and other software systems, copy, scan, PDF and use other office machines and faxes; HPAA Adobe Connect Webinars, Fingerprinting Processing, Microsoft Office Suites, Peachtree General, SharePoint, Office Equipment; Concur Travel Management System, Fundamentals of Writing, Data Warehouse ;Federal Appropriations Law, GovTrip Travel Management System; Business Writing & Grammar Skills, 2005
References
Upon Request
Contact this candidate