Customer Service Manager

Heather L. Jenkins

**** ********* *** ******** *********: 540-***-****

Fredericksburg, VA 22408 E-Mail: *******.*********@*****.***

PROFESSIONAL SUMMARY:

Possess over twenty five years of administrative experience. Currently assigned as an URS Program

Manager Support Specialist supporting the Program Manager Advanced Amphibious Assault (PM AAA)

Program Office. Support the upgrade and sustainment of the Amphibious Assault Vehicle (AAV), the

acquisition of the Marine Personnel Carrier (MPC), the acquisition of the Amphibious Combat Vehicle

(ACV) and supported the acquisition and closeout of the Expeditionary Fighting Vehicle (EFV) program.

PROFESSIONAL EXPERIENCE:

URS Federal Services (formerly EG&G Technical Services, Inc.)

Program Management Support Specialist III. 9/2007 - Present

• In support of the Powertrain Systems Director, responsibilities include: calendar management,

participating in Powertrain Systems Product Group (PG) meetings; provide agenda management

support, document meeting minutes and task assignments (e.g., significant discussion points,

actions and prepare and publish weekly reports). Collated, developed, and submitted

comprehensive weekly reports for PM AAA and bi-weekly reports for PM AAA and PTS.

•

Interfaces with the Defense Travel System (DTS) on behalf of Powertrain Systems PG personnel,

including voucher and authorization preparation, creating travel requests, and resolving travel related

issues. Responsible for providing the formats for routine and non-routine correspondences for all

members of the Powertrain systems PG (e.g., route sheets, memorandums and letters). Provide the

Acquisition Business Management (A&BM) Director administrative assistance with the Contract

Expenditures & Procurement Funding Report (PFR), PFR Log, updating the Program Office

Organizational Photo Library and Organizational charts as well as Upload travel and ODC requests in

eP2.

Supported the PM AAA relocation from Woodbridge, VA to Stafford, VA during 2012. Support included:

participation in PM AAA move meetings, organized packing and shipping of government office furniture

and hardcopy program documents, directed movers for the set up at the Stafford, VA location, and

participated in walk-throughs of the new facility. Currently responsible for tracking, reviewing and

approving all PM AAA ACV Funded Travel; produce metrics, graphs, and spreadsheets associated with

action items; and administer/coordinate all visitor requests. Structure, organize, and maintain all files,

consisting of Statements of Work; CDRLs; test, and milestone documents, for each Program or

Directorate.

PM AAA Administrative Team Lead.

Manage a team of four administrative assistants, in support to Program Manager, Advanced Amphibious

Assault (PM AAA). Responsibilities include: Facilitating the successful conduct of mandatory annual

training with supervised employees: e.g. Sexual Harassment, Time Card, and Security. Provides detailed

evaluations of team members as required, assign tasks to allocated team members, oversee work

accomplished and recommend evaluation factors o management.

EG&G Technical Services, Inc.

Program Management Support Specialist II. 5/2005 – 9/2007

In support of the PM AAA, responsibilities include interface with internal functional teams and external

customers for planning, prioritization, and issue resolution of overall activities in the support of and

achievement of customer goals. Interact and support customers, through the application of specific

program knowledge, in the execution of program management tasks. Coordinate and maintain program

documentation with internal and external teams including plans, schedules, briefings, report

correspondence, contracts/contract modifications, technical instructions/procedures and/or related

material. Prepare routine and non-routine program correspondence, documentation and reports. Review,

evaluate and provide assessments of technical and non-technical program reports; research specific areas

and prepare findings. Interface with internal and external program participants to coordinate overall

activities to support customer goals.

All 4 Windows, LLC

Office Manager. 11/2004 - 5/2005

Responsibilities as the office manager included duties such as handling of all personnel issues such as

tracking all vacation and sick time, schedules of all installations and sales appointments. Entering all

orders and customer invoices in Quick-books 2002, as well as pay overhead bills, deposits, payments and

tracking company checkbook. Created and maintained on a daily basis an excel spreadsheet of all

accounts payable and receivables. Coordinated all ordering with vendors as well as supplied the

marketing material. Correspond with the Freelance Star and radio stations for advertising. Tracked and

followed up on all co-op advertising with current vendors. Handle all customer issues, disputes and

questions. Serve as the main customer service representative for the office. Maintain files on all types of

shutters, blinds and shades.

Collegiate Funding Services

Assistant Customer Service Supervisor. 2/2003 - 4/2004

Supervised employees in the Customer Service/Loan Processing Department, monitoring workflow to

ensure efficient operations of the entire Loan Processing Department. Served as the assistant to the

department manager, coordinating meetings, assisting in employee reviews, completing reports sent to

upper management and assisted the manager with any clerical needs. Worked closely with the Director

and Vice President of the Loan Processing Department on creating procedures and customer service

concepts to improve the funded loan rate for the company. Successfully developed a Standard Operating

Procedure (SOP) for the department and served as the department’s trainer for all new employees.

Additional responsibilities included: completing all daily reports, assisting staff with any customer

problems or complaint calls. Developed, and maintained a report based on the number of problem

accounts for the company as a whole. Supported the needs of the Director and Vice President of the Loan

Processing Department as required. Traveled to the company’s Mississippi site and successfully

administered training for nine (9) new employees during the transition and relocation of the Loan

Processing Department.

Senior Loan Services Analyst // Loan Services Analyst. 5/2001 - 12/2003 // 5/2000 - 5/2001

Responsibilities included working to resolve any problem that would prohibit an account from funding.

Created and implemented a follow-up procedure for assigned problem accounts. Served as liaison to the

loan holders; communicated and solved problems that existed in accounts for loan to be funded.

Successfully maintained an accuracy rating of 99% and production rate of 122%.

Verification Department Team Lead. 10/1999 - 5/2000

Served as the Manager of the Sales Administration Department; coordinated all activities and the progress

of the verification team within the Sales Department. Motivated and assisted a sales team consisting of

2

10-12 employees; maintained and created progress reports for the Director of Sales. Created and

maintained a Standard Operating Procedure (SOP) for the verification department. Assisted the Sales

Administration Department Manager in all employee reviews, meetings, and miscellaneous other clerical

needs. Worked closely with the Directors of both the Sales Department and the Training Department to

ensure the utmost accuracy of the sales loan specialist.

EDUCATION:

Defense Acquisition University (DAU):

o Introduction to Earned Value Management (2007)

o Basic Information Systems Acquisition-IRM 101 (2006)

o Fundamentals of Systems Acquisition Management-ACQ 101 (2005)

o Production, Quality & Manufacturing Fundamentals PQM 101 (2005)

CERTIFICATIONS:

Certificate of Commendation, 2006, 2009 and 2010.

New Manager Training Certificate of Completion, 2010.

COMPUTER EXPERIENCE:

Microsoft Business Applications:

o Word, Excel, PowerPoint, Visio.

SECURITY CLEARANCE:

Secret.

MISCELLANEOUS:

EG&G Technical Services, Inc. Outstanding Performance Award, May 2007.

EG&G Technical Services, Inc. Outstanding Performance Award, June 2008.

Collegiate Funding Services, Highest Production Award, May 2001.

Collegiate Funding Services, Customer Service Award, May 2001.

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