Customer Service Management

Donna M. Mauras

***** * ***** **** ****

Tucson, AZ 85747

Mobile: 520-***-****

Day Phone: 520-***-****

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

PROFILE: Over 25 years of federal administrative experience, with excellent

office management skills. Demonstrated proficiency in all administrative

tasks, including correspondence management, scheduling, budgeting,

reception, purchasing, personnel administration and records management.

Strong interpersonal skills, able to excel in team and individual work

settings. Mature work ethic, with ability to adapt to new challenges and

prioritize and manage workload. Excellent customer service skills with

ability to identify and resolve issues and problems. History of analyzing

and improving administrative operations and processes. Keen attention to

detail, quality of work and accuracy. Proven skill in written and oral

communications.

Secretary, GS-0318-06

12/2008 - 10/2010

Department of the Army

Communication Electronics Command Contracting Office (CECOM)

Fort Huachuca, AZ 85613

40 hours/week

Supervisor Frank Sanchez - 520-***-**** - Contact Me First

Principle assistant to the Chief of the CECOM Contracting Office and

primary liaison for administrative management concerns. Efficiently managed

office operations, including budget execution and formulation, personnel

administration, procurement and supply, contract administration, travel,

payroll services, reports management and staff support work in each area.

ADMINISTRATIVE MANAGEMENT: Conducted studies of internal administrative

practices, procedures and support activities to detect deficiencies and

made recommendations for improvement. Studies included personnel

management, position control, equipment and supply control, compliance with

rules and regulations concerning travel vouchers, budgetary and fiscal

matters and overtime management.

PERSONNEL MANAGEMENT: Tracked time, attendance and leave; maintained all

personnel records. Advised staff on benefit and personnel issues and

updated office manuals. Resolved problems and answered inquiries on

payroll, promotions and policy changes. Conducted new employee

orientation.

BUDGET OPERATIONS: Received fiscal year operating budget. Monitored and

tracked obligations and expenditures. Compiled data summaries and prepared

annual operating budget. Analyzed, verified and revised budget data.

Recommended budget adjustments due to increasing costs and fund

availability. Prepared budget justification requests for additional funds.

Formulated budget requests, consolidating data from various

sources/documents. Prepared monthly spending reports, travel cost

summaries, workload completion reports, overtime, equipment repair and

training reports.

PURCHASING: Served as custodian for branch equipment, maintaining knowledge

of location of all office equipment. Prepared purchase orders and

requisitions, determining appropriate method of procurement. Maintained

inventory and ordered all supplies and equipment. Disposed of excess

property. Maintained accountability records and proper documentation..

ADMINISTRATIVE SUPPORT: Served as point of contact. Responded to inquiries,

provided information to variety of customers. Planned and managed

workflow, prioritizing tasks and ensuring projects were completed by

deadlines. Created, updated and maintained detailed electronic and paper

files. Applied and interpreted policies and procedures for coworkers and

others. Received and routed incoming correspondence; prepared outgoing

correspondence. Made travel arrangements, including airline and hotel

reservations; prepared travel orders and vouchers. Wrote/typed variety of

technical/non-technical documents and reports, gathering pertinent

information as needed. Formatted, edited and proofread materials, ensuring

clarity and compliance with internal guidelines, as well as correct

spelling, grammar, punctuation and language use. Received and screened

telephone calls, took messages or provided information as able.

KEY ACCOMPLISHMENTS : Developed and implemented new system using Word and

Excel to track invoices and for supplies and office equipments. On own

initiative, created database to track and maintain up-to-date library of

manuals, regulations, publications and other documents necessary for

office; ensured all staff had access to information. Ensured all

regulations were followed and disposal was properly documented.

Loss Mitigation Specialist

Citigroup

S. Rita Road

Tucson, AZ 85747

40 hours/week

Loss Mitigation Specialist initial and frequent contact with customers.

Identify and address early and late stage collections requirements,

needs/issue, volumes, and timelines for a portfolio or group of

portfolios. Recommend solutions for difficult delinquent accounts, provide

excellent customer service to the portfolio of customers, perform and

service accounts.

Review customer information in accordance with established credit criteria,

to recommend credit decisions and product options. Research and respond to

customer inquiries promptly and accurately. Work directly with people in a

customer service capacity, determine customer needs, and the right product

to meet these needs.

Customer Contact Representative (Credit Card Collections)

10/2008 - 05/2009

Citigroup

S. Rita Road

Tucson, AZ 85747

40 hours/week

Supervisor: Doris Hartman

Primary contact for customers. Answered inbound/outbound calls, in support

of card members that were past due on their accounts. Helping them to find

ways to arrange their finances and setting up payment solutions to help

them get back on track. This position provide excellent communication

skills. Creative problem solving and experience working in a fast paced

environment.

Legal Assistant

5/2002 - 4/2005

Social Security Administration

Office of Hearings and Appeals

300 W. Congress Street

Tucson, AZ 85701

40 hours/week

Supervisor: Kathleen Gavin, 520-***-****.

Provided legal and administrative support to Administrative Law Judges,

including Chief Judge and 5 Administrative Judges. Team including 6 Legal

Assistants, 6 Paralegals and 6 Hearing Clerks.

PROCESSED SSA ENTITLEMENT CASES, managing up to 25 cases per week.

Processed hearing requests, ensuring sufficient evidence to proceed.

Reviewed files and prepared case summaries, assessing medical evidence and

treatment. Independently selected and marked exhibits for case record.

CUSTOMER SERVICE / COMMUNICATIONS: Communicated daily with attorneys, lay

representatives, claimants, Congressional offices and other third parties.

Answered questions related to case processing. Responded to wide range of

inquiries from the public, legal and judicial officials and federal, state

and local officials relating to hearing and appeals processes. Exchanged

information with claimants and attorneys, explaining processes and

gathering required data. Worked with indigent population, advising claimant

of right to legal representation, reviewing cases and exhibits and gaining

cooperation from claimant and other lay representatives.

CORRESPONDENCE: Composed complex and/or technical correspondence to members

of Congress, claimants, attorneys and lay representatives relating to a

wide variety of matters. Prepared reports, letters and memos in final form

from drafts, notes and own initiative. Kept record of correspondence,

including date, recipient, content and response.

ADMINISTRATIVE SUPPORT: Planned and managed workflow, prioritizing tasks

and ensuring projects were completed by deadlines. Created, updated and

maintained detailed electronic and paper files. Applied and interpreted

policies and procedures for coworkers and others. Other duties included

purchasing and supply management, budgeting, personnel administration,

property and space management and making travel arrangements.

KEY ACCOMPLISHMENTS

Recognized as number one case processor in the office for 1.5 years;

received 3 awards for performance.

Developed more efficient process for case preparation and arranging file

exhibits. Shared improvements with coworkers, resulting in higher

production for each Legal Assistant. Redesigned form letter used to

request information to complete case files for hearings.

Management Services Assistant

10/1996 - 5/2002

Social Security Administration

Office of Hearings and Appeals

300 W. Congress Street

Tucson, AZ 85701

40 hours/week

Supervisor: Barbara Tujo, 520-***-****

Principle assistant to Hearing Office Director and primary liaison for

administrative management concerns. Efficiently managed office operations,

including budget execution and formulation, personnel administration,

procurement and supply, contract administration, travel, payroll services,

reports management and staff support work in each area.

ADMINISTRATIVE MANAGEMENT: Conducted studies of internal administrative

practices, procedures and support activities to detect deficiencies and

made recommendations for improvement. Studies included personnel

management, position control, equipment and supply control, compliance with

rules and regulations concerning travel vouchers, budgetary and fiscal

matters and overtime management.

PERSONNEL MANAGEMENT: Tracked time, attendance and leave; maintained all

personnel records. Advised staff on benefit and personnel issues and

updated office manuals. Resolved problems and answered inquiries on

payroll, promotions and policy changes. Prepared vacancy announcements,

assessed eligibility of candidates and compiled best qualified lists.

Conducted new employee orientation.

BUDGET OPERATIONS: Received fiscal year operating budget. Monitored and

tracked obligations and expenditures. Compiled data summaries and prepared

annual operating budget. Analyzed, verified and revised budget data.

Recommended budget adjustments due to increasing costs and fund

availability. Prepared budget justification requests for additional funds.

Formulated budget requests, consolidating data from various

sources/documents. Prepared monthly spending reports, travel cost

summaries, workload completion reports, Third Party Draft Reports,

overtime, equipment repair and training reports.

PURCHASING: Prepared purchase orders and requisitions, determining

appropriate method of procurement. Maintained inventory and ordered all

supplies and equipment. Disposed of excess property. Maintained

accountability records and proper documentation.

ADMINISTRATIVE SUPPORT: Served as point of contact. Responded to inquiries,

provided information to variety of customers. Determined priorities and

managed workload. Made travel arrangements, including airline and hotel

reservations; prepared travel orders and vouchers. Wrote/typed variety of

technical/non-technical documents and reports, gathering pertinent

information as needed. Formatted, edited and proofread materials, ensuring

clarity and compliance with internal guidelines, as well as correct

spelling, grammar, punctuation and language use.

KEY ACCOMPLISHMENTS: Developed and implemented new system using Word and

Excel to track invoices and payments for expert witnesses attending

hearings. On own initiative, created database to track and maintain up-to-

date library of manuals, regulations, publications and other documents

necessary for office; ensured all staff had access to information.

Supported close out of Adjudication Office. Managed disposal of all office

furniture, office machines, computers, equipment and other items. Ensured

all regulations were followed and disposal was properly documented. Also,

managed supply room reorganization and construction of hearing room,

including new telephone system.

EDUCATION

Diploma, Roslindale High School,

Roslindale, MA, 1967

TRAINING

Time Management 04/2010

Performance Appraisal Employee View - 12/10

Communication for Basic Results 21-09

Security Refresher Training 10/06

National Security Personnel System NSPS 101 10/5/09

Defense Acquisition University (DAU), Harvard

Business School Publishing Writing Skills 09/10/09

U.S Army ELearning Excel 2007 09/8/09

DAU Item Unique Identification 09/2/09

DAU Space Acquisition 08/31/09

DAU Fiscal and Physical Accountability and

Management of DOD Equipment 08/27/09

DAU Foundations of Government Property 08/20/09

DAU COT Acquisition for Program Managers 08/19/09

DAU Contracting Overview 08/14/09

US Army Computer Training Excel 200008/11/09

Annual No Fear Act Training 06/02/09

Alcohol and Drug Training 06/1/09

Ethics Training 06/01/09

Personally Identifiable Information Handling

04/06/09

Anti-Phising Training 03/27/09

Information Assurance Awareness Training 03/27/09

Removable Media Handling 03/27/09

Safe Home Computing 03/24/09

DOD Information Assurance Awareness 03/23/09

Phase I Suicide Prevention 03/17/09

Annual Anti-Terrorism Level 1 Training 03/16/09

Protecting Personally Identifiable Information

02/10/09

Annual POSH Refresher Training 02/06/09

DOD Government Purchase Card 02/05/09

Combating Trafficking In Person 02/03/09

DOD Information Assurance Awareness 01/22/09

Loss Mitigation Specialist Training 05/2009

Customer Contract Representative (Credit Card

Collections) Training 12/2008-01/2009

Case Processing and Management System 06/04

Senior Case Technician Training and Case Intake

Training 07/02

AFFILIATIONS

Family Readiness Group AZ National Guard, Co-Chair/Treasurer

Massachusetts National Guard Association, Membership Chairperson

Massachusetts Army National Guard Softball Team, Asst Coach/score keeper

Massachusetts Army National Guard Ceremonial Unit, Admin Assistant

AWARDS / ACHIEVEMENTS

Performance Award 5/2009

Special Act Award 6/2004

Performance Award 5/2004

Special Act Award 8/2003

Bond Campaign Leader 2000

Special Act Award 8/1999

Combined Campaign Leader 1999

Special Act Award 5/1998

Promotion 9/1997

Special Act Award 8/1997

Special Act Award 8/1996

On the Spot Award 3/1995

Performance Award 11/1992

Letter of Commendation 11/1989

Outstanding Secretary of the Year 3/1988

Quality Step Increase 1987

Letter of Commendation 9/1985

COMPUTER PROFICIENCIES

Typing 45 WPM

MS Office: Word, Excel, PowerPoint, Outlook; Access; Publisher; Internet

Explorer; WordPerfect; Federal databases: Federal Personnel Payroll System

(FPPS), Training On-line Nomination System (TONS), Resource Expenditure

Accounting and Planning System (REAPS), Third Party Draft (TPDS), Purchase

Card Resource System (PCRS), Travel Manager Program, Hearing Office

Tracking System (HOTS), Document Generated System (DGS); Department of

Defense Purchasing Acquisition System; Department of Defense Property Book

System

Citigroup Window Based Applications

Contact this candidate