Customer Service Project Manager
Resume:
TuVatta A Howard-Wilkerson
St. Petersburg, Florida 33701
Email: *******@*****.***
OBJECTIVE
To obtain a position with a leading organization that will fully utilize current skills while offering room for career
advancement.
EXPERIENCE
Project Manager(MPD) Walter Reed National Military Medical Center Bethesda /Serco
(July 1, 2012-October 2012)
•Leads and supervises the contractor staff in the delivery of professional, high-quality military pay support services
that meet or exceed performance standards. Monitors performance of military personnel analysts in the delivery of
professional customer services, including attitude, appearance, and overall demeanor.
•Implements customer feedback process; collects and reviews customer comment cards, researches and reports specific
complaints immediately to the DHR, and initiates corrective action to resolve problems in a timely manner.
•Provides on-site training to technicians to ensure proficiency
•Implements metrics to support data collection, including workload and performance-based statistics and reports;
maintains spreadsheets, sign-in/sign-out logs, date stamps, and automated reports, files, and correspondence.
•Prepares input for monthly reports.
Conducts monthly self-inspection using QC checklists
Work Center Supervisor (MPD Branch Chief) Walter Reed Army Medical Center/Serco
(February 2007-June 30,2012)
Responsible for performing program management and functional task including employee recruitment, hiring training
and supervision. Plans, organizes, and supervises the delivery of high-quality personnel services across the installation,
and implements local quality control measures to ensure that Serco meets the contract’s performance standards in all
major functional areas. Manage work center operations and supervises functional specialist who perform a wide range
of technical tasks in the assigned work center. Effectively research and/or provide factual information regarding
applicable rules, regulations, procedures, and requirements to provide explanations of actions taken or recommended
Service soldiers assigned to the Pentagon and various other agencies within the National Capital Region. Prepare,
maintain, update, and account for over 7,000 Personnel Records daily. Records maintaining include the Active Duty
Army, USAR & National Guard Active Duty (AGR) soldiers, Army Reserve soldiers on Mobilization, and Active duty
for training. Ensures essential personnel information is recorded in records or use by Personnel Managers,
Commanders, and the individual Soldier. Conducts inspections and quality assurance of personnel records and files,
ensuring they are maintain according to established procedures and regulations. Maintain the Zero Balance
accountability reports on a bi-monthly basis. This improvement leads to a fifty percent increase in efficiency by
reducing the number of trips involved to MPSC from two to one. Identified, corrected, and implemented new
safeguards for chronic errors associated with OERs and NCOERs that resulted in a 70 percent reduction in error-rate
and improved the overall timeliness of the process. Instituted and conducted cross-training and remedial training for
personnel within CSD for built-in redundancy during times of personnel shortage and improve technical expertise of
personnel to increase productivity of CSD.
Military Personnel Team Leader, DOD Contractor (Pentagon) SI-International ( Parent Company)
(May 2006- January 2007)
Supervise ten subordinates in the Military Personnel Service Center. Possess exceptional office leadership and
delegation abilities. Perform administrative support in the office. Schedules appointments and makes commitments for
supervisor without prior approval. Reads incoming correspondence, determines proper action in conjunction with the
Executive Officer, at times preparing answers before referring to the supervisor. Read and responds to incoming
correspondence, determines proper action in conjunction with Executive Officers, at times preparing answers before
referring to the supervisor. Responds to requests for information concerning the office functions, and prepares
correspondence for supervisors needs. Coordinates office activities and establishes office operating procedures to
assure uniform interpretation and implementation of administrative regulations and directives. Provide routine human
resource information and guidance to managers on HR policies and procedures to incoming personnel. Monitor all
office operations.Complete assignment actions that are complicated by such factors as professional development,
stabilization, reclassification, space imbalance MOS, and those of a hard to fill or more difficult and sensitive nature.
You will review Enlisted Distribution Assignment System Nomination/Open Requisitions on a daily basis. You will
review and extract data from EDAS when screening soldiers to fill open requisitions.
Provided services as a Military Personnel Specialist for the Military Personnel Customer Service Center of the
Pentagon. Arranged travel and medical appointments for service members with in local agencies supported by the
Pentagon. Provide excellent customer service with regards to concerns and questions regarding Retirement and PCS
orders. Knowledge of records and documents sufficient to interpret data, review documentation, perform reviews, and
ensure documentation is correct and sufficient. Receive and control incoming correspondence. Kept abreast of various
procedural requirements. Prepare and maintain information needed by organization personnel files. Reviewed input
data for accuracy and Prepare system documents. Monitored accuracy of personnel files and made corrections with
other automated systems. Reviewed, corrected, mailed and hand carried the Officer and Non-Commision Officer
evaluation reports to the Human Resource Command. Responsible for the Personnel Records Section which include
preparation, administrative, and processing of all documents regarding the DA 201 file (Military Personnel Record),
OERs, NCOERs and other routine personnel actions. Knowledge of records and documents sufficient to interpret data,
review documentation, perform reviews, and ensure documentation is correct and sufficient. Receive and control
incoming correspondence. Kept abreast of various procedural requirements. Prepare and maintain information needed
by organization personnel files.
Asst Music Choral Director, Rippon Middle School, Prince William County Schools
(April 1997 - August 2005)
Increased knowledge of intermediate students in General Music Theory. Implemented voice training courses for new
students. Responsible for the creation and distribution of the monthly newsletter and coordinating concert programs for
the entire Music Department which includes 4 music teachers and 1250 students using Microsoft Publisher.
Responsible for the complete and accurate entry of students grades using the Maximo operating system and IG Pro
program. Correlated student's files and made updates when necessary also answered busy multi-line telephones and
responded to parent and school officials requests. Improved mathematical comprehension and learning skills for the
advancement of 7th grade math students. Enhanced the learning of basic phonics and provided a structural learning
environment for 8th grade language arts students while assisting in providing knowledge of the music curriculum of
composers and arrangers past and present while enhancing the knowledge of musicians of General Music Theory.
EDUCATION
• Tennessee State University, BA Business Management
• Primary Leadership Development Course
PROFESSIONAL AND/OR TECHNICAL TRAINING
• Real-time Automated Personal Identification System Certification
• Department of the Army Computer Users Training Certification
• Enlisted Distribution Automated System
• DIMHRS Administrator Course
FUNCTIONAL /SUBJECT MATTER EXPERTISE
• Military Personnel accounting, regulatory policies, procedures and processes
TECHNICAL SKILLS
• Windows XP
• Internet Explorer
• Word Excel
• Outlook Access
• Publisher
• FrontPage
• EDAS
• TOMPIS II
• E-MILPO
.
SECURITY CLEARANCE
• National Agency Clearance
• Secret Security Clearance
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