Customer Service Management

Holly Higgins

**** ****** **** ****, ********, VA 20112

Home: 703-***-**** - Cell: 703-***-****

Email: ***********@*****.***

Professional Overview

Organized Facility Security Officer (FSO) with 25 years experience as a DoD contractor in a fast-paced corporate office

setting. Committed and motivated with exceptional customer-relation and decision-making skills. Strong work ethic,

professional demeanor, and great initiative.

Major responsibilities have included: Program Management Support, Facility Security Officer and Customer Liaison

Summary of Skills:

• Active Secret Clearance • Certified FSO by DSS

• Highly Successful Rating in Performance Reviews • Familiar with DoD / Navy Community

• Executive Support • Proficient in Microsoft Office Applications

• Excellent Planning/Coordinating skills • Creative & Innovative - Results Driven

Work Experience:

Office Manager/Facility Security Officer (FSO) 1986 - 2011

Lockheed Martin Corporation – Arlington, VA

Served as corporate liaison between Business Development, IT and Finance Departments. Coordinated meetings with

other department managers and served as main liaison between Navy customers, program management and engineering

staff. Developed Executive Badging Program for all senior-level management. Working with the Admiral's staff, made

arrangements for executives to visit high-level government executives by obtaining government badges. Liaised with

Navy Branch / Pentagon personnel to secure Sponsorship.

Consistently praised by management for the quality of office management, attention to detail, exemplary customer service

support and team-player attitude. Received Achievement in Excellence and Significant Contribution/ Achievement

Award for Ten years in support of Fleet Ballistic Missile Program, along with SPOT Award for Excellence in Support of

Navigation Training.

Planned and executed all aspects of office headquarter relocations. Activities included meetings with leasing agents,

construction supervisors and property management. Involvement included office design, IT development,

telecommunication support, audio/visual requirements, and conference room setup. Excelled within deadline-intensive

environment, ensuring accurate and on-time completion of all projects. Met Department of Defense - Defense Security

Service (DSS) requirements in relocating classified material.

Reduced overhead by taking on more responsibility with creative and administrative projects, reduced leasing costs by

20% by co-locating with other small programs locally. Received Quality and Process Improvement Award for my actions.

Holly Higgins

Page Two

Successfully managed Security Program independently for over 15 years. As an accomplished Facility Security Officer,

have extensive NISPOM knowledge and have achieved a successful rating in all annual DSS-required facility/program

inspections.

• Completed Industrial Security Management Certificate Program

• Proficient in: JPAS. ISFD, SIMS

Managed Program Management calendar and coordinated weekly project team meetings. and assisted in the development

of meeting agendas to increase meeting efficiency. Trained customers and co-workers on use of WebEx, Netmeeting, and

more recently the use of virtual conference system in order to securely transmit For Official Use Only (FOUO)

information. Training included use of PKI certificates.

• Increased customer loyalty through planning, coordinating and executing customer training sessions, Kaizen

events and many program management reviews.

Oversaw operation for Trident Program Management office. Managed daily office operations and maintenance of

equipment, maintaining accurate records for all business supplies. Processed accounts receivable and accounts payable.

Liaised with vendors to order and maintain inventory of office supplies. Complied annual recommendations for end of

fiscal year budgets

• Negotiated pricing with vendors decreasing monthly costs by 15%.

• Developed and implemented local Crisis Management Plan and Business Continuity Plan which resulted in

increased company efficiency and productivity.

• Reduced annual employee IT costs by more than 10% by resolving on-site IT issues to include software /

peripheral installations, desktop and network support and upgrading program drivers.

Education:

Strayer University, Washington, DC

Bachelors of Science - Computer Information Systems

Magna Cum Laude

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