Post Job Free

Resume

Sign in

Customer Service Management

Location:
United States
Posted:
September 25, 2014

Contact this candidate

Resume:

Jacqueline M. Foster

**** ********* **, ** **********, MD 20744

Home: 240-***-**** - Cell: 301-***-****

**/** ** ********** -**/13

Office of Personnel Management

Retirement Service (RS)

Management/Program Analyst GS-343-12

Provided administrative, technical, and policy guidance on Federal

programs, ensuring important information is retained and distributed among

the managers/staff. Programs, included incentive awards, time and

attendance, travel, training, and procurement.

Telecommute Coordinator for RS, maintained spreadsheets in a database for

approved telecommuter agreements, also prepared report for the annual

audit. Disseminated official telecommute agreements to employees or their

supervisors upon request, advised and consulted with managers and

supervisors in reference to telecommuting issues.

Created Organization Charts uniformly on (Power point) for approximately

900 employees in Retirement Services. Solicited updates, prepared and

submitted monthly binder of charts to the Deputy Assistant Director for RS

to review and discuss in various meetings.

Revised weekly spreadsheet and calculated totals for travel and purchase

card allocations for all of RS. Distributed spreadsheets via email to card

holders and managers for validation, verification or to dispute charges.

Supported RS on-boarding programs for new employees and interns; updated

organization and division information binders for new employees coming

aboard on a regular basis.

Performed a variety of special administrative management projects as

requested.

8/03 to 06/08

Office of Personnel Management

Center for Retirement and Insurance Services (CRIS)

Special Assistant, GS-301-12

Served as the point of contact in the planning, acquisition, delivery and

assessment of management support services for the office. Assured that

goals and objectives of the Deputy Associate Director (DAD) for the Center

for Retirement Services were met.

Served as the Liaison between the office of the DAD and Assistant Directors

on a variety of matters, communicating objectives and monitoring their

results.

Conducted studies and analyses of current and proposed organizational

structures in CRIS including major group reorganizations.

Analyzed unit objectives, work flow, space requirements and recommended

improvements in order to meet CRIS program objectives most effectively.

Assisted in personnel matters and provided back-up as needed.

Provided assistance with the Federal Erroneous Coverage Corrections Act

(FERCCA) project by requesting Official Personnel File from the National

Archives and Records Administration for the purpose of determining non-OPM

employee's length of service, and to place them in their correct retirement

plan.

02/99 to 08/03

Office of Personnel Management

Office of the Chief Financial Officer (OCFO)

Supervisory Management Analyst, GS-343-11

Served as a Supervisory Management Analyst and the Confidential Assistant

to the Chief Financial Officer (CFO). Managed the overall activities of

the OCFO front office. Supervised the clerical staff and provided guidance

on procedures and appropriate style for financial documents for multiple

purposes. Ensured daily administrative and customer service coverage were

adequate.

Established appropriate job descriptions to accommodate the subordinate

staff with development to their full potential. Rated performance

appraisals and approved percentage amount for awards to be received by the

employees according to their performance.

Approved and advised the staff on procurement procedures for equipment,

supplies and services. Managed expenditures to ensure the office remained

within its allocations. Analyzed management techniques and procedures for

improving organizational effectiveness.

Carried out a variety of special, very sensitive and complex assignments

and studies pertaining to the broad program functional and organizational

components of the OCFO. Prepared correspondence or other documents, for

own signature or that of the Chief Financial Officer (CFO) on a variety of

subjects.

Developed, classified position descriptions and identified position

management issues and related them to the position being classified. Wrote

evaluation statements, as necessary.

Coordinated space management and conducted in-depth studies for space

surveys concerning staffing arrangements, identified needs and provided

recommended solutions and options.

Responded to inquiries and issues brought to the supervisor's attention by

members of the staff and officials throughout the agency and outside of the

division. Acted independently when dealing with situations that developed

in the absence of the CFO or without time for consultation with other

senior level management.

Scheduled meeting with vendors, reviewed and selected the best bids for

large projects and allocated large sums of money for office renovations.

9/96 to 2/99

Office of Personnel Management (OPM)

Retirement and Insurance Services (RIS)

Management Assistant

Served as a Management Assistant performing with a high degree of

independence and an in-depth working knowledge of OPM Retirement and

Insurance Services procedures. Assisted the Assistant Director with the

responsibilities connected with the administrative functions ensuring

effective office management on a daily basis.

Prepared a wide range of incoming and outgoing management reports, making

recommendations and prepared for approval. Reviewed directives from staff

to prevent backlog and repetition.

Maintained a communication system for notices and publications from the

Retirement divisions to outside associates, including insurance carriers

and other government agencies.

Assigned projects across divisions during clerical staff absence or

excessive workload. Performed a variety of functions requiring solicitation

for telephone support, travel preparation, and other special projects

related to management and administration.

Conducted special studies of the clerical and administrative functions of

the Office on a recurring basis to determine a more efficient method of

serving customers. Provided support services to RIS Associate Director as

necessary.

Developed procedures to train new employees who had direct contact with the

Assistant Director. Assigned and evaluated their work, and solicited

feedback from support staff on effectiveness and responsiveness.

Certified and processed the Division Chiefs time or coordinated coverage so

back-up was available to accomplish the required processing in an efficient

manner in my absence.

Authorized to commit funds, purchased supplies and services to support RIS

functions and goals based on delegation of authority and procurement

training. Also authorized to make credit cards purchases overall, and

reconciled purchasing records in the agencies automated financial system

for the annual audit.

10/92 to 09/96

Office of personnel Management

Management Services Division (MSD)

Secretary

Functioned as the Secretary/Personnel Assistant for the MSD assisting

division employees and providing customer service within the Retirement and

Insurance Services (RIS). Reported directly to the Chief of MSD and the

Lead Personnel Management Specialist.

Received all incoming calls, processed time and attendance for the MSD

branch and prepared travel vouchers on-line for entire staff.

Coordinated and distributed various office correspondence, updated

Telephone Directory, prepared routing slips for personnel position

descriptions and other relating personnel actions as needed.

Education:

1971: E.E. Smith Senior High School - Fayetteville, NC

1980: Strayer University - Washington, DC

1985: The Academy of Business Careers - Washington, DC

1998 - 2000: Strayer University - Suitland, MD - Alexandria, VA

Associate in Arts Degree - Business Administration

2001 - 2003: National Louis University - McLean, VA

Bachelor of Science Degree - (Major) Management

Training Courses:

1994: Fundamentals of Writing - USDA

1995: Time Management and Personal Organizations Skills - USDA

1996: Shaping for your Future and Success - OPM Washington Training &

Development

1996: Personnel Management for Personnel Assistants - USDA

1997: Administrative and Management Assistants - OPM Washington Training &

Development

1998: Purchase Credit Card Holder - OPM Washington Training & Development

1999: Nominated for the New Leadership Program - OPM Director's Office

2002: Basic Position Classification - USDA

Awards:

1993 - 2013: Sustained Superior Awards & Performance

2009 - Retirement & Benefits Star Awards

2001 - Directors Citation for Exemplary Public Service

Proficient in Microsoft word, excel and power point



Contact this candidate