*** ****** *****:

Drive, 814-***-****

Seneca, PA. mike3275@hotmail.c

***** **

Michael M. Reynolds

Career Objective To obtain a challenging position with that enables me the

opportunity to apply skills and interests for the

potential of increased responsibilities.

Work Experience

May 2008 to November 2013: 8:00am-4:30pm M-F. USIS

Operations Manager/Senior Operations Manager

Provided feedback to staff regarding the adequacy of work

materials provided to ensure their understanding of the

requirements for meeting standards.

Provided responses to customer based concerns in a timely

manner.

Interacted with customers and agencies to tactfully handle

difficult situations while obtaining and collecting needed

information.

Managed workload to include specified inventory levels.

Designed and developed inventory control methods designed

in accordance to program specifications.

Responded to inquiries over the phone or in person to

obtain and verify accurate responses were provided.

Provided instruction, guidance, and council to team

members on work methods, practices and procedures in order

to meet goals and objectives.

Recommended system enhancements after identification of

risks and gaps to existing processes.

Worked towards successful mitigation, education, and

resolution of identified concerns.

Compiled and analyzed data relating to quality and used it

as a tool to develop and modify additional programs and

policies.

Followed-up on concerns to confirm that issues were

resolved.

Designed corporate plans and policies that meet program

needs.

Provided input to management on a range of matters

relating business operations.

Recruited and retained staff ensuring consistency with

quality and workflow.

Ensured projects had sufficient staffing in order to meet

customer requirements regarding quality and timeliness.

Completed budget analysis and ensured fiscal

responsibility amongst the department.

Conducted site audits to ensure compliance with quality

procedures.

Developed and maintained a close working relationship with

various departments to facilitate cooperation and process

improvement.

Designed policies surrounding retention management and

consolidation of process.

Composed and modified training and developed materials

within established procedures, ensuring Government

standards were met.

Conducted training classes and teleconferences throughout

the organization for guidance on coverage requirements and

scheduling.

Developed workload and quality metrics for various

departments.

Held discussions with customer regarding contract

modifications and assisted in implementation of changes

throughout the organization.

Prepared reports to coworkers, management, and customer

agencies in a manner that stimulated a positive response.

Communicated in writing and verbally with customers to

provide clear and timely explanations of established

procedures and processes.

Engaged in customer satisfaction through collaborative

improvements to processes.

June 2003 to May 2008: 8:00am - 4:30pm, M-F.

USIS

Quality Assurance Officer / IA Officer

Reviewed work products to ensure accuracy and

completeness, according to established guideline.

Provided direction and guidance regarding policy and

procedure to personnel (internal and external staff).

Identified deficiencies in BI and non-BI case types and

provided clear guidance regarding the nature of the

deficiency to the appropriate departments.

Provided quality feedback to staff through written

analysis of the quality of the reports.

Conducted audits of staff through review of case activity

and Reports of Investigation.

Established quality and IA training for review and field

staff.

Developed Metrics and guidelines for IA program.

Investigated concerns regarding misconduct to determine

appropriate course of action.

Liaison with customer and agency when needed.

Assisted investigators who were conducting personnel

background investigations for security clearance and/or

suitability for employment.

Coordinated with investigators, co-workers, and customer

representatives to obtain information along with case

status.

December 2000 to June 2003: 8:00am -4:30pm, M-F.

USIS

Reviewer

Control, conduct, and evaluate work submitted by field

staff.

Reviewed Reports of Investigation (ROIs) to ensure

compliance with procedural requirements.

Researched information using resources available to carry

out assignments.

Interpreted and applied written policy and procedures in

an effort to carry out assignments.

Identified coverage gaps and communicated with

investigators to gain resolution.

Scheduled, and modified items into PIPS in an effort to

satisfy coverage requirements.

Ability to close cases in a timely and efficient manner in

accordance with established Guidelines.

Provided guidance and assistance to field staff to ensure

that an investigation is conducted according to required

guidelines.

Assisted investigators on the appropriate course of

action.

Understood business/customer requirements and released

quality products to the customer.

Education and Service

May 2006 - Gannon University, MBA.

May 2006 - Gannon University, Investment Certificate.

December 1994 - Clarion University, BS Marketing.

Project Management Professional Training, September 2010.

2009 Leadership Butler County Graduate.

March 2011 to March 2012, Board of Directors Butler County

Community Development Corporation.

2007 to Present CGSA Board of Directors.

Contact this candidate