Customer Service Management

Jerralyn Hickman

***** ********* ***.

Baton Rouge, Louisiana 70819

Telephone: 225-***-****

E-mail: abkjmy@r.postjobfree.com

Financial Analysis * Fiscal Monitoring * Cost Analysis *

Implementing/Monitoring

Training/Technical Assistance * Customer Service * Banking

Experienced and motivated professional that has the ability to juggle

several projects simultaneously while working under pressure in fast-paced

environments. Excels at interacting with broad populations including

senior management, staff, clients, and external contractors. Highly

versatile; quickly masters new roles, responsibilities, technologies, and

environments. Demonstrates outstanding problem solving and active listening

skills; diffuses difficult situations with tact and ease.

PROFESSIONAL EXPERIENCE

Hagerty Consulting, LLC

1350 Poydras Street, 10th Floor, New Orleans, Louisiana 70112

Management Consulting Analyst (Independent Consultant)

October 2009 - August 2010

. Perform fiscal monitoring of sub-recipients and vendors to ensure

compliance with the Cooperative Endeavor Agreement (CEA) and Disaster

Community Development Block Grant (DCDBG) agreement

. Provide training and technical assistance and support to subrecipients

to ensure compliance of Disaster Community Development Block Grant

(DCDBG), state and local government requirements

. Review Disaster Community Development Block Grant (DCDBG) contract

files during onsite visits and desktop reviews to ensure regulations

are met

. Developed cost analysis and budget breakdown of projects and assured

that sub-recipients implement standards of conduct, policies and

procedures, and internal control systems reducing misconduct within

their organization

. Performing or administering compliance oversight and risk assessments

to determine that the sub-recipients are in compliance with agency

regulations, procedures, sound management practices, and effective

utilization of staff

Affiliated Computer Services, Inc. (ACS) - Small Rental Property Program

(The Road Home Program)

7850 Anselmo Lane, Baton Rouge, Louisiana 70810

Associate Analyst (Temporary Employee)

July 2009 - December 2009

. Prepared aging analysis spreadsheets and reports for streamlining the

progress of the program

. Created reports in Business Objects for daily updates on the

activities in support of various financial functions, such as

budgeting, forecasting and analysis

. Developed, maintained, and established operational specifications for

financial information systems considering such things as information

flow, volume and document format for data processing

. Handled information of sensitive and/or business-confidential nature

DHS/FEMA Program Management Office/Acquisition Oversight Team

1250 Poydras Street, 18th Floor, New Orleans, Louisiana 70113

Program Management Assistant (Temporary Employee)

January 2009 - July 2009

. Provided support in the collection and analysis of information.

. Conducted PowerPoint presentations for training courses related to

contract administration, acquisition process, and source selection

simulations

. Performed special studies of emergency recovery contract programs

. Prepared and maintained spreadsheets to track the training budget,

travel keeping, and travel coordination

. Resolved contract language problems that delay procurement

administration and reviewed all purchase requests for completeness and

appropriateness

. Maintained the Contracting Officer Technical Representative (COTRs)

database to ensure each individual maintained the necessary trainings

and have the requisite skills and competencies to perform required

functions. This training ensures that COTRs are better equipped to

effectively manage the Agency's many contracts

Governor's Office of Homeland Security & Emergency Preparedness (GOHSEP) -

Public Assistance

415 N. 15th Street, Baton Rouge, Louisiana 70802

Disaster Recovery Specialist II/Grant Administrator April

2007 - January 2009

. Coordinated, managed, and monitored the State Public Assistance

(Disaster Recovery) grant-funded program for the sub-recipients

. Coordinated and prioritized disaster assistance resources across

projects, managing links between the projects and the overall costs

and risks of the program with other federal, state, and local

government agencies

. Provided guidance and consultation to key high-level management and

elected officials and act as a focal point for implementing

interagency agreements and policies

. Coordinating and administered the statewide public assistance program

to sub-grantees, and prepared documentation to request reimbursement

from the Federal Emergency Management Agency (FEMA)

. Maintained a working knowledge of FEMA guidelines, programmatic and

financial (red book-Louisiana Disaster Recovery Manual), at State (PA

Guide and Digest), local, and Federal levels (44CFR) associated with

the Public Assistance Program, and utilize the National Emergency

Management Information System (NEMIS)

. Conducted field visits and Preliminary Damage Assessments (PDAs) to

gather necessary documentation to justify and validate actual costs

for reimbursement in regard to force account labor, force account

equipment, overtime, and materials. Prepared travel vouchers for

reimbursement

Terrebonne Parish Consolidated Government

8026 Main Street, Suite 301, Houma, Louisiana 70360

Internal Auditor April

2001 - May 2004

. Monitored the initial implementation of the Federal Programs within

the department, investigated and evaluated internal controls and the

efficiency of all Federal Programs under 24 CFR

. Audited the performance of Section 8, CDBG, HOME, CSBG, and Small

Business Development

. Monitored as well as investigated the accounting system utilized by

sub-recipients, and monitored sub-recipients to determine compliance

with all required program guidelines and federal regulations

. Maintained the Integrated Disbursement & Information System (IDIS) and

input all information required by HUD and generated reports from the

IDIS system for the programs (Section 8, CDBG, HOME, CSBG, and Small

Business)

. Ensured financial controls for compliance with grant restrictions and

federal regulations

. Ensured supporting documentation and record keeping was completed in

accordance with program regulations

Bank One

Baton Rouge, LA

Customer Service Associate I - CSA I May

1998 - May 2000

. Received money from customers, disbursed money to customers and

recorded the transactions in

accordance with well-defined policies and procedures. Processed

deposit and lending transactions at

teller window and drive-thru. Responsible for cash funds, balancing

daily transactions and assisting

individuals accounts.

. Accurately conducted all credit and debit transactions to include

receiving checking and savings

deposits/withdrawals, checking endorsements, and accepting checks for

cashing.

. Verified cash drawer, balanced and prepared daily work using forms in

accordance with standard

procedures.

. Issued travelers checks, money orders, and official bank checks, and

secured teller area at all times

. Delivered excellent customer service to all bank customers.

EDUCATION

Master of Business Administration

University of Phoenix, Baton Rouge, Louisiana, March 2007

Bachelor of Science, Marketing

Southern University and A&M College, Baton Rouge, Louisiana, August

2003

TECHNICAL SKILLS/TRAINING

Operating Systems/Software: Windows 7, Windows Vista, XP Professional

2000, MS Office Suite 2003/2007/2010, Microsoft Projects, Business

Objects, Outlook & Internet, NEMIS

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