Customer Service Management

Michelle McCullough

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

Address: ***** ******* **** ******, *** 102

City: Tampa

State: FL

Zip: 33647

Country: USA

Phone: 813-***-****

Skill Level: Experienced

Salary Range: $55,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MICHELLE MCCULLOUGH

10323 Venitia Real Avenue, Apt 102

Tampa, FL 33647

H: 813-***-****

M: 813-***-****

*********@********.***

Professional Summary:

Extensive background in coordinating and organizing projects. Experience includes multiple deployments and positions abroad, including in Iraq as a civilian employee working with military personnel and operations. Dedicated to continual learning and professional development with an Associate Degree in Business and BA in Organizational Management (minor in Computer Science), while currently pursuing an MA in Business Administration (minor in Human Resources Management). Culturally aware and sensitive to diversity needs, having worked closely with foreign nationals in multiple countries. DoD Security Clearance level is Secret.

Experience:

May 2012 - Present, Department of Defense Office of Inspector General

Alexandria, VA

Human Resource Intern

The Department of Defense Office of Inspector General is an independent, objective agency that promotes integrity, accountability and improvement of critical DoD programs and operations of the Department of Defense.

PROJECT MANAGEMENT: Provide positive planning, scheduling and coordination support of Summer Intern Program and events. Hand selected by the Deputy Assistant Inspector General for Human Capital Management (DAIG-HCM) Office as the primary point of contact for the Pathways Program. Track student employee performance plans, mid-point feedbacks and complete preliminary compliance check. Develop the DAIG-HCM SharePoint site as a primary technology communication tool; and served as a resource and an advisor in the development of the Human Capital Website. Liaise between Human Capital Advisory Services Directorate and the Strategic Workforce Planning Office on the development of the Activity Manning Document total workforce planning and manpower projects.

INFORMATION TECHNOLOGY: Establish and maintain databases and automated management information systems to increase operational efficiency and cost-effectiveness. Prepared applicant flow data reports from USA Staffing System. Use and maintain Microsoft (MS) SharePoint, Outlook, Word, PowerPoint and Excel, Adobe Acrobat Pro software applications.

RESEARCH AND ANALYSIS: Research and evaluate Human Capital Advisory Services (HCAS) policies and procedures for appropriate laws for proper staffing, classification and placement of applicants. Apply concepts obtained through Federal Staffing and Placement training in reviewing job analysis files to ensure compliance of the Office of Personnel Management (OPM) standards and guidelines. Review OIG HCAS case files, in preparation for audit, to ensure all required were present.

COMMUNICATIONS: Effectively communicate orally and in writing, preparing internal and external correspondence. Work closely with other OIG interns and facilitate communications related to activities and documentation requirements. Collaborate with other team members in rolling out the Summer Intern Program. Coordinate and schedule Lunch and Learn sessions, create agendas and meeting minutes.

ACCOMPLISHMENTS:

*Stood up and managed the DAIG-HCM SharePoint Portal Sites and sub-sites.

*Scheduled and facilitated Lunch and Learn Sessions

*Developed a matrix to track all Intern Activities and Performances throughout the Student Career Internship

*Organized and managed all Intern program activities and events

*Lead in the Pathways Internship Program.

*Developed a systematic procedure on how to properly navigate through the new USA Staffing Adhoc reporting tool

*Created Pathways Handbook for the Leadership Marketplace Exhibition

*Received monetary bonuses for initiative and program support

May 2007 - January 2011, Gemini Industries, Inc., United States Special Operations Command

MacDill AFB

International Program Coordinator

Gemini is an industry leader with 25 years of experience providing critical rapid-response technical, management and operations services to United States (US) military and government customers for National Security projects.

LEADERSHIP: Expertly managed budgets up to $38K and 3 personnel to meet assigned goals and objectives, reporting directly to the Chief of Technology, Demonstration and Experimentation (TDE). Used independent judgment and initiative to solve unexpected problems. Ensured compliance with all applicable Major Defense Acquisition Program (MDAP) mandatory policies and procedures for International Programs, as well as local, state and federal laws regulations pertaining to safety and diversity. Monitored and reported budget activities and travel funds to conduct risk analyses.

PROJECT MANAGEMENT: Provided positive planning, scheduling and coordination support of Special Operations Command (USSOCOM) Special Forces Equipment Capability (SFEC) programs and events with Coalition partners in the United Kingdom, Australia and Canada. Reviewed assignments and technical requirements for resources of complex, research and development projects. Evaluated operations to determine need for changes, modifications, additions or deletions in facilities, supplies, techniques, processes and procedures.

INFORMATION TECHNOLOGY: Established and maintained databases and automated management information systems to increase operational efficiency and cost-effectiveness. Prepared and submitted travel clearance messages through the Automated Message Handling System or Automated Personnel and Aircraft Clearance System for technology or coalition working groups. Participated in weekly meetings between Special Operations Research, Development and Acquisition Center (SORDAC) and all stakeholders on issues concerning the Special Operations Forces web portal. Used and maintained Microsoft (MS) SharePoint, Outlook, PowerPoint and Excel software applications.

INFORMATION SECURITY: Planned, developed and maintained secure International Program and J9 Experimentation web portals in MS SharePoint Server 2007 in accordance with Information Security (INFOSEC) and Information Assurance (IA). Organized files and implemented for classified and unclassified documentation control on Secure and Non-Secure Internet Protocol Network (SIPRNet/NIPRNet). Drafted and revised security documents such as Delegation of Disclosure letters, Standard Operating Procedures (SOPs) and Program Security Instructions in accordance with Memoranda of Understanding (MOUs).

RESEARCH AND ANALYSIS: Researched and evaluated policies and procedures to develop appropriate International Agreement laws for transferring defense equipment and personnel to foreign countries. Monitored and assessed travel budget expenses against travel projections estimated by task members supporting SORDAC Science and Technology (SORDAC-ST). Conducted cost-benefit analyses of operations, programs and services.

CUSTOMER SERVICE: Assessed requirements to provide excellent customer service with decisiveness, flexibility, integrity, honesty, interpersonal skills, resilience and problem-solving ability. Employed strong listening and interpersonal skills to gather and clarify requirements, plan and conduct work and reconcile customer concerns.

COMMUNICATIONS: Effectively communicated orally and in writing, preparing internal and external correspondence. Provided oral briefings and written reports to all participating parties and stakeholders of progress, issues, impacts and trends related to accomplishing assigned tasks. Assisted with coordinating and scheduling working groups and project review meetings, creating agendas and briefing slides for the TDE Chief. Generated and submitted monthly performance and cost report to Gemini management to include gathering, compiling and consolidating task member summaries into a single report.

ACCOMPLISHMENTS:

*Received monetary bonuses for initiative, attention to detail, problem solving

*Selected as Task Lead for USSOCOM Science and Technology Directorate

*Established new database and procedures to eliminate cost overages due to inadequate travel cost estimates

*Scheduled and managed international exchanges and program reviews

*Selected as Task Order Lead to manage contract employees for SORDAC-ST

*Developed matrix to track all training for personnel supporting the International Program Office

*Mentored entry-level personnel within Gemini

April 2006 to December 2006, Century Staffing, LLC (Verizon)

Project Coordinator

Verizon`s Federal Network Systems Division (FNS) provides world-class systems integration, enterprise-wide communication solutions and professional services throughout the world, including optical Local Area Network (LAN) solutions, network integration, INFOSEC and other crucial support services.

LEADERSHIP: Provided administrative support to the network services organization as liaison between the business and IT systems within Verizon FNS Division. Prepared and maintained a financial breakdown of completed projects to include labor hours, costs, capital, expense and loaded and unloaded taxes for budgets. Managed available resources and provided day-to-day planning, coordination and direction of missions, goals and objectives. Reviewed and approved project costs and schedule changes, managing funds to ensure efficient and effective utilization, using knowledge of basic concepts, laws, regulations, policies and procedures related to budgeting and asset management.

PROJECT MANAGEMENT: Coordinated IT projects, interacting with users, management, vendors and technicians to identify outstanding issues for problems solving and to ensure acceptable progress. Created schedules and estimated financial funding requirements to direct eight system applications in support of Network Program Managers. Used expert knowledge of Project Management Principles to review, approve and manage project milestones and budgets from planning through design, construction, initial operations and subsequent maintenance for assigned programs/projects.

INFORMATION TECHNOLOGY: Modified and tracked major project workbooks to include VOL Voice Portal, Spanish and CPE Management Systems. Used and supported Lotus Notes and Verizon IOBI web conference tool to development teams and clients.

RESEARCH AND ANALYSIS: Gathered and researched information from a wide range of databases within Retail, National Systems, Wholesale and IT Network Services. Evaluated overall operations to determine need for changes, modifications, additions or deletions in equipment, facilities, supplies, techniques and procedures, working with commercial, academic and foreign government sectors. Employed qualitative and quantitative analytical tools and methodology to develop metrics to assess program efficiency and cost-effectiveness.

CUSTOMER SERVICE: Provided information and support on existing and new IT systems. Reconciled customer concerns, keeping all participating parties informed of progress, issues and impacts.

COMMUNICATIONS: Consolidated, organized and distributed weekly written IT project reports of all active projects within the Network Systems Department. Prepared client portfolios to support contract negotiations and funding proposals. Provided progress and statuses updates, both orally and in writing, of ongoing projects, to include identifying issues that could jeopardize targeted release dates. Scheduled and revised joint application development meeting notices and web conferences.

ACCOMPLISHMENTS:

*Developed procedures to successfully navigate through the new Forte Adhoc reporting tool

June 2004 to December 2005, Kellogg Brown & Root, LOGCAP III Project in Camp Courage Mosul, Iraq/FOB Sykes, Tall Afar, Iraq

Moral, Welfare, and Recreation (MWR) Coordinator

Kellogg Brown and Root (KBR) is a leading global engineering, construction and services company supporting the energy, petrochemicals, government services and civil infrastructure sectors.

LEADERSHIP: Worked independently organizing and executing activities, events and award programs to improve morale and employee performance. Generated and submitted purchase requests through select vendors for awards, medals and trophies. Coordinated and scheduled events and activities based on unit requests, identifying the staff, funding, facilities and equipment resources required to support varied levels of program operations.

ADMINISTRATION: Managed service and accountability files for more than 3,000 Active Duty personnel to support area and regional managers. Maintained inventory of all equipment and supplies assigned to each facility, such as the Internet cafe, fitness center and recreation center.

CUSTOMER SERVICE: Conducted meetings with the Military Unit representatives for the purpose of providing clients with status update and information on upcoming events and programs. Heard and resolved group grievances and serious employee complaints, referring issues to higher management, when appropriate.

COMMUNICATIONS: Designed announcements, achievement awards and certificates. Prepared and distributed monthly event calendars, photos and newsletters using MS Publisher and PowerPoint, drafting and editing the newsletter. Gathered information on client usage of equipment and facilities to prepare statistical reports on a weekly basis. Provided oral and written status reports on progress, issues and trends of assigned installation, command and customer programs, offering advice on problem solving.

ACCOMPLISHMENTS:

*Received Certificate of Achievement from 2nd Squadron, 14th Cavalry

*Received Certificate of Appreciation from KBR

*Designed the first MWR Center Hard Structure in Forward Operating Base Sykes

*Established award system to recognize third-country nationals for outstanding support

January 2004 to May 2004 - Commander Fleet Activities, Yokosuka, Japan

Recreation Coordinator

Supported all indoor and outdoor MWR activities for the Commander Fleet Activities Yokosuka in compliance with applicable rules and regulations as a Non-Appropriated Funds (NAF) employee.

LEADERSHIP: Planned and coordinated all details of recreational activities and maintained related supplies. Assisted in planning and scheduling recreational activities, preparing and submitting purchase requests for awards, medals and trophies for the winning teams of each event.

ADMINISTRATION: Maintained, inventoried and assigned sports and recreational equipment to participants involved in seasonal sporting events. Gathered and maintained files of all participating commands in port and at sea. Coordinated physical inventories to ensure compliance with all property management procedures, regulations and internal controls.

INFORMATION TECHNOLOGY: Routinely performed data entry and management of MS Word and Excel documents.

CUSTOMER SERVICE: Prepared gymnasiums and playing fields for various tournaments and leagues of different sports, such as volleyball, baseball, basketball, football and golf. Prepared event boards, displaying pictures of winning teams and upcoming events.

COMMUNICATIONS: Communicated effectively, both orally and in writing, publicizing recreational activities to attract and motivate participants. Represented the organization or Commander as primary Point of Contact with US and host nation government agencies, sponsors, customers and higher authorities at public events.

February 1998 to February 2002, United States Navy, Yokosuka, Japan/Mayport, FL

Operation Specialist

Served in the Navy until 02/2002 as an Active Duty service member.

LEADERSHIP: Inventoried and purchased supplies from the Fleet Industrial Support Center to support operations on land and at sea. Supported Physical Security and Antiterrorism programs for home-ported ships, tenant commands and over more than 20,000 sailors and their families.

INFORMATION TECHNOLOGY: Prepared, scheduled and conducted training on various IT software, hardware and electronic equipment to Navy personnel.

INFORMATION SECURITY: Maintained eligibility in handling classified material in accordance with Commander, Naval Surface Force, US Pacific Fleet (COMNAVSURFPAC) 5510.1 Series directives. Trained 10 entry-level Pass and Identification Specialists on the proper procedures of issuing permanent and temporary identification badges and passes to retired military, reservist, civilian and contractor personnel.

RESEARCH AND ANALYSIS: Gathered, evaluated and disseminated information obtained from nautical charts, radar and associated electronic equipment on a frequent basis during sea operations. Maintained proper documentation of mission records and events while at sea.

COMMUNICATIONS: Operated internal and external communications devices such as radio telephones, providing critical communications while at sea. Maintained effective communications during intense training operations such as Foal Eagle, Annual Exercise (ANNUALEX), Naval Surface Fire Support Fire Exercise (NSFS FIREX II), Multinational live-fire Missile Exercise (MTX 99) and Tandem Thrust.

ACCOMPLISHMENTS:

*Demonstrated superior knowledge in basic Combat Information Center operations

*Implemented base access list filing system for contractors, subcontractors and vendors to improve efficiency

Awards & Honors:

Received $350 Cash Award for support in Marketplace Exhibition (2012), Coin from Secretary of Defense Leon Panetta (2012), Certificate of Achievement (2005), Performance Award (2005), Sea Service Deployment Ribbon (2000), Armed Forces Expeditionary Medal (1999), Navy -E- Ribbon (1999), Navy/Marine Corps Overseas Service Ribbon (1999), COMNAVSURFPAC Safety Award (1998), Yurikagoen Orphanage Certificate of Appreciation (1998)

Education & Credentials:

Ashford University

Master Degree - Present (projected graduation date 04/15/2013)

Major: Business Administration with specialization in Human Resources

Relevant Coursework, Licensures and Certifications:

Coursework in Organizational Behavior, Managerial Economics, Managerial Accounting, Financial Accounting & Analysis, Managerial Marketing and Business Research Methods & Tools, Operation Management, Compensation and Benefits

Ashford University

Bachelor's Degree - 11/2009

Major: Organizational Management with specialization in computer Science

Relevant Coursework, Licensures and Certifications:

Coursework in Personal and Organizational Ethics, Strategic Planning for Organizations, Communication in Organizations, Contemporary Social Problems & the Workplace, and Management of Information Systems

University of Phoenix

Associate's Degree - 07/2008

Major: Business Administration

Relevant Coursework, Licensures and Certifications:

Coursework in the foundations of International Business, Organizational Theory and Behavior, Management of Information System, Written Communication, Effective Persuasive Writing, Skills for Learning in an Information Age, Management: Theory, Practice, Application

Bradwell Institute - Hinesville, GA

High School Diploma - 1997

Certifications & Clearances:

Project Management Level I (2009), Computer Fundamentals Windows XP certification (2007), Microsoft Office 2003 Fundamentals certification (2007), Network Administration certification (2007), Secret Security Clearance

Specialized Training:

MILITARY SERVICE

US Navy, 02/98 to 02/02, Honorable Discharge

Highest Military Grade Held: E4

GRADUATE SCHOOL USA

Federal Staffing and Placement, (STAF7009), 07/12

Federal Workforce Planning and Analysis, (PMGT7013D), 8/12

DEFENSE ACQUISITION UNIVERSITY COURSES

Intermediate Systems Acquisition Part II (ACQ201B), 03/10

Risk Management (CLM017), 01/10

Work Breakdown Structure (CLM013), 01/10

Scheduling (CLM012), 01/10

Basic IT Software and Acquisition Management (SAM101), 10/09

Mission Support Planning (CON110), 06/09

Ethics Training for Acquisition Technology and Logistics (CLM003), 05/09

Introduction to Earned Value Management (CLB016), 04/09

Multinational Program Management (PMT202), 02/09

Fundamentals of Systems Planning, Research, Development and Engineering (SYS101), 03/09

Information Exchange Program, DOD Generic for RDT&E (CLI004), 01/09

Information Exchange Program, Army specific RDT&E (CLI005), 01/09

Information Exchange Program, (IEP) Navy Specific RDT&E (CLI006), 01/09

International Security and Technology Transfer / Control (PMT203), 09/08

Component Command Foreign Disclosure Officer Course, 07/08

Fundamentals of Technology Transfer and Export Control (CLM036), 07/08

Foreign Disclosure Process Training, 07/08

International Security and Technology Transfer/Control (PMT203), 09/08

Cost Analysis Course (CLB007), 04/08

Intermediate Systems Acquisition Course Part I (ACQ201A), 04/08

International Program Security Requirements Course, 02/08

International Armaments Cooperation Part I (CLI001), 02/08

International Armaments Cooperation Part II (CLI002), 02/08

International Armaments Cooperation Part III (CLI003), 02/08

Fundamentals of System Acquisition Management (ACQ101), 01/08

OFFICE SUPPORT AND ADMINISTRATIVE TRAINING

Task Management Tool (TMT) Training; USSOCOM, 07/09

SharePoint Portal Site Managers Training; USSOCOM, 05/09

Microsoft Office SharePoint Server 2007 Training; USSOCOM, 05/09

Records Management Application Training; USSOCOM, 02/09

Special Operations Forces (SOF) Network Portal Introduction/ Windows SharePoint Service Version 2 Training, 02/08

Creating & Marking Classified Documents Training, 10/07

Public Key Infrastructure Computer Base Training, 08/07

Effective Writing Class, 07/07

Automated Message Handling System (AMHS 3.1.2) Training, 06/07

Computer Fundamentals Windows XP certificate of completion, 02/07

MS Office 2003 Fundamentals certificate of completion, 02/07

Network Administration certificate of completion, 02/07

Organization & Affiliation:

Member of Golden Key International Honors Society

Member of University of Phoenix Alumni Association

Member of Williams Syndrome Association

Member of American Association of University Women

Professional Highlights:

1) Gemini Industries, Inc.: Solved a critical problem of travel funding shortages due to the very dynamic nature of the client. Established a database, new processes and new procedures to improve forecasting of travel-related costs, reducing repeated budget shortfalls due to inaccurate travel cost estimates provided by subcontractors.

2) Kellogg Brown and Root (Halliburton): Created the initial design of the first Morale, Welfare and Recreation (MWR) Center Hard Structure at Forward Operating Base (FOB) Sykes in Iraq.

3) Century Staffing, LLC. (Verizon): Developed a systematic procedure on how to properly navigate through the new Forte Adhoc reporting tool and trained personnel.

References:

Available upon Request

Contact this candidate