Customer Service Human Resources

Louisa Calloway

Alexandria, Virginia 703-***-**** ***************@*****.***

Qualifications Summary

Talented and dynamic professional with diverse background encompassing

administration, marketing and advertisement, corporate/credit analysis, law

enforcement, management, technical training expertise and training

development, research /Intel analysis, and customer service roles with

government agencies. Active Top Secret security clearance with SSBI and

Polygraph. Related qualifications, skills, and experience include:

< Customer Service & Communication: Strong communication and

interpersonal skills, able to interact effectively across

organizational, cultural, and language boundaries. Skilled in serving

as primary point of contact and technical resource for customers.

< Language Skills: Fluent in English, Dutch, German, Afrikaans, and

Suriname languages. Basic skills in Zulu, Swazi, Tswana, Arabic,

Spanish, Swedish, Danish, Papio Mento, Hindi.

< Key Strengths: Highly detail-oriented and resource team player with

record of completing projects on time to meet organizational

objectives. Strong organization and planning skills. Thrive in fast-

paced, demanding environments.

Experience Highlights

Professional Solutions, Alexandria, Virginia

Federal Division Business Manager / HR Specialist, 2008 to 2010

Provide comprehensive human resources support, to include consolidating

and organizing data for monthly reports, updating personnel status and

contract performance tool, and coordinating recruiting efforts. Gather

requirements from customers to update and mange files. Conduct cost

performance analysis based on weekly time summaries. Update monthly data

for CEO. Reconcile invoices and purchase orders. Review JSRs and

participate in customer review meetings.

. Developed and updated training manuals, policies, system changes.

. Served as information management lead; updated and maintained

requirements using SharePoint tool. Published periodic training and

information advisories.

Senior Analyst / Data Librarian, FBI Program, 2008

Prepare documentation for FBI Counter Terrorism Task Force. Track known /

suspected terrorists operating in the U.S. and liaise with FBI and other

agencies on maintenance of pertinent information. Draft Memorandums of

Understanding and Privacy Impact Assessments.

. Eliminated redundancies by identifying and reengineering

inefficient processes.

. Delivered training to new employees on data content and analytical

value.

. Created, updated, and maintained operational data dictionaries.

FORFEITURE SUPPORT ASSOCIATES, LLC, Arlington, Virginia

Supervisor Records Examiner / Analyst DEA, 2008

Directed work data analysis and other contractor staff responsible for

providing office and clerical support, research, and data / records

examination. Handled human resources functions, such as performance

monitoring / evaluation and scheduling. Interfaced with ACOTR, QAE, trial

attorneys, client agency staff, and opposing counsel. Conducted QC

checks.

. Designed and developed systems to track, control, and manage case

files and exhibits.

. Ensured full compliance with contract / government standards and

deliverable schedule.

SSI SERVICES, INC., Falls Church, Virginia

Work Control Specialist, FBI, 2007 to 2008

Served as primary customer service contact. Provided administrative

support, to include issuing parking permits and handling conference room

reservation requests. Documented service calls, reports, and data

standards.

. Processed all facility and logistical service requests from J.

Edgar Hoover, Quantico, and Clarksburg facilities, as well as 41

off-site and 56 field offices.

SRA INTERNATIONAL, Rosslyn, Virginia

Investigative Research Senior Analyst ICE / DHS, 2004 to 2007

Supported Bureau of Immigration and Customs Enforcement's Student

Exchange Visitor Information System (SEVIS) Project. Researched and

compiled law enforcement and immigration law information. Searched

immigration databases and internet sources to verify students' status and

locator information.

PRINCE WILLIAM COUNTY SHERIFF'S OFFICE, Manassas, Virginia

Deputy Sheriff, 2003 to 2004

Managed courthouse security by screening all visitors. Maintained proper

control / security of prisoners in custody and provided safe environment

for judges, attorneys, jurors, and the public. Supported other law

enforcement agencies. Assisted with transporting prisoners, seizing

property, and processing summons and warrants.

. Provided advanced security for high-profile trials, including the

DC Snipers Trial.

PRINCE WILLIAM COUNTY POLICE DEPARTMENT, Woodbridge, Virginia

Police Report Writer, Tele-Serv Unit, 2002 to 2003

Processed more than 50 police reports daily; call types include petit /

grand larcenies, stolen / recovered vehicles and license plates, missing

adults, credit card fraud, identity theft, vandalism, lost / found

property, and harassing / obscene / threatening phone calls.

. Trained police officers on light duty handling Tele-Serv office

tasks.

. Earned award for providing exceptional customer service.

Education & Credentials

Bachelor's Degree in Business Administration and Communications

Associate's Degree in Criminal Justice

Professional Development

Asset Forfeiture Management System v.3.1 . Joint Terrorism Task Force

Orientation

DEA Environmental Management System Awareness . Management Skills . IT

Resources

Advanced Problem Solving / Conflict Resolution . Prince William

Criminal Justice Academy

Sexual Harassment: Supervisor Responsibilities . Crisis Intervention &

Stress Management

Technical Skills

MS Office Suite (PowerPoint, Excel, Word, Outlook), Share Point,

DelTek, Lotus Word Pro, WordPerfect, Windows, Dbase, QuickBooks,

Profit Manager, JPAS, CAD, NLETS, NCIC/VCIN, Tririga, DataStream MP-2,

AFMS, CATS, Hoovers, Factiva, LEXISNEXIS,Westlaw TECS, ENFORCE, SIT,

SEVIS, ADIS, CLAIMS, AR-11, DACS, CIS, NETLEADS, RAPS, SQ11, SQPQ,

SQ94, CCDI, USPS, ACCURINT, AUTOTRACK, QTIP, Dun & Bradstreet, IDW,

Projectivity, Targus, Clear/Choice Point, DaLas, WBS, Automated Case

Support, RMS System

Contact this candidate