Customer Service Sales

LIANA Y. SMART

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

Alexandria, VA 22307

Phone: 571-***-****

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

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PROFILE

OBJECTIVE

Dynamic, self-starting, problem solving Program Analyst with 8 years of

experience; producing metrics and financial reports to project managers in

a global environment. Adept to developing; implementing operational

processes and procedures for execution of global contracts. Strong focus on

contracts and compliance. Core competences lend strength to:

Vendor Management Problem Resolution

Government Compliance Metrics Reporting

Redeployments Employee Tracking

Forecasting Generated Spreadsheets

Financial Reporting Project planning

Experience

03/2013 to Present INTERSOLUTIONS STAFFING

Concierge/Leasing Consultant

Silver Spring, Md

> Deliver superior customer service by acknowledging all

residents, prospects/guest and vendors by name.

> Respond to prospects, residents, and vendor inquiries which

may include questions about the community, the company, lease

details, amenities and takes prompt action to solve/address

issues and/or enter resident service requests into the system

if needed.

> Provide the residents with community information such as

shopping, dining, nightlife, and recreational destinations.

> Plan and coordinate resident events at the community such as

meetings, parties, cooking nights, movie nights, and other

special events aimed at resident retention.

> Manage, maintain, and report any amenity deficiencies to the

Service Manager or Community Director.

> Manage and organize the package room maintaining a daily log

of all items delivered daily to include dry cleaning. Notify

the resident of delivery.

> Manage key policy and process by providing keys to residents

or contractors and documenting in accordance with the "Key

Policy".

> Provide backup administrative assistance to leasing office

staff as needed.

> Maintain daily visitor and vendor log.

> Close service requests daily in the community's software i.e.

Yardi, One Site, Building Link and Jenark.

09/2009 to 02/2013 GLOBAL LINGUIST SOLUTIONS, LLC

Integrated Management Team (ITMA) /Iraq Linguist Support

Herndon, Va.

> Responsible for day to day operations of ITMA(Integrated

management team) in coordination with DEPCEN (deployment

center)

> Deployment Operations, and ITMA Subcontractors to facilitate,

coordinate, track, and ensure linguist and overseas staff

effectively go through essential HR and Subcontractor

processes prior to and upon returning from deployment

> Managed scheduling and performance of daily work assignments,

financial analyses related to optimizing fill rate,

coordination with various GLS departments to gather

information for reports, and operational and procedural

analyses related to optimizing linguist migration and

allocation movements

> Liaison between ITMA sub contractor partners and linguist on

GLS policies and obligations and work towards the resolution

of employment, payroll, benefits, Employee Relations, time

keeping, operational, leave processing, and miscellaneous

other concerns and problems

> Manages the termination and leave tracking/approval processes

for ITMA linguists in coordination between ISMO, PMO, and

subcontractors to ensure each stakeholder is informed and

accountable according to GLS policies and procedures

> Responsible for training junior staff and subcontractors on

policies, procedures, and operational best practices to

ensure compliance, operational efficiency, and improved

communications

> Responsible for independently tracking and managing ITMA

Subcontract Work Share corrective actions including new

employee allocations, migrations, and reductions in force

using strategic guidance from senior management while

adhering to GLS policies/procedures and subcontract

agreements/obligations.

> Responsible for fostering relationship with ITMA partners to

ensure customer requirements, customer satisfaction,

contract/subcontract compliance, and improvement initiatives

for policy/procedure updates

> Responsible for managing ITMA's Sales Force CRM system

tracking incoming issues, logging updates, and generating

scheduled and ad-hoc reports for senior management

> Responsible for operational database (i.e. PTS)

administration, data integrity, and quality control.

> Responsible for aggregating multiple reports and database

queries to generate and disseminate timely and accurate

reports to senior management, subcontractors, and other

stakeholders

> Reviews operation processes, contractual requirements and FAR

regulations for internal consistency and conformance with

established procedures and addresses issues as needed;

recommend solutions, interpreting, and implement alternative

methods of operation practices and tasks

> Enforces quality and performance management and reporting

actions related to all designated ITMA areas of

responsibility including the incorporation and execution of

practices and procedures encompassing GLS' globally dispersed

and diverse entities to minimize risks

GLOBAL LINGUIST SOLUTIONS, LLC

SENIOR OPERATIONS SPECIALIST- ACCOUNTABILITY

Falls Church, Va

> Provide 24/7 support to operations in Iraq, Kuwait, and

Afghanistan.

> Observed all security procedures in accordance with the

National Industrial

Security Program Operating Manual (NISPOM); GLS policies,

procedures, and all other applicable government program

regulations and directives.

> Provide direct support to the Program Management staff and

field sites located

worldwide.

> Respond to a variety of information requests from field

sites.

> Provide accurate, timely situation reporting and briefings

to management.

> Prepare and distribute daily reports for the client.

> Maintain and update the operations center information site

to include archiving all applicable files, logs, and other

data sources.

> Manage the tracking and correspondence of all employees on

PTO, LWOP, FMLA, medical leave, and AWOL.

> Assist in the maintenance of the SPOT database to include

generation / distribution of LOA's, Deployment /

Redeployment of GLS / subcontractor Personnel and updating

the status of all personnel in SPOT.

> Submit Common Access Card requirements for the Contractor

Verification System.

> Support the Travel Document process for CAT I US hires for

USCIS.

> Verify All US Hired Deploying personnel have the

appropriate clearance level via JPAS.

> Initiate immediate action in the event of emergency

situations; provide notification to all applicable

management.

> Attend staff meetings prepared to discuss events that

occurred during

the last 24 hours.

> Perform other related duties as assigned.

.

8/2005 to 2/2009 L-3 COMMUNICATIONS/ TITAN LINGUIST GROUP Reston,

Virginia

Middle East Operations Branch (MEOB)

STAFF RELATIONS SPECIALIST, OPERATIONS ANALYST II

> Reports directly to the MEOB Director of Operational

Support.

> Assist with timely return of linguist to theater.

> Prepare and distribute appropriate paperwork for the

rehire/ redeployment/return of linguist/ terminations/

resignations from worldwide locations.

> Prepare reports and forms related to staffing changes for

MEOB employees, CONUS and OCONUS, clients and employees.

> Research trouble tickets and create supporting

documentation.

> Receive, log and create supporting documentation for annual

evaluations.

> Interface with, and provide support to MEOB Operations

staff as needed.

> Gather appropriate information to complete the following

actions: performance evaluations, staff involuntary/

voluntary terminations, status changes, salary, and

miscellaneous changes.

9/2004 to 3/2005 PARAGON WAY Harker

Heights, Texas

DEBT COLLECTOR

> Applied knowledge of FDCPA guidelines daily.

> Entered information into computer system to record

customers' outstanding balances.

> Mailed-outgoing collection notices for payment.

> Skip-traced unpaid items to determine reasons for

nonpayment and notified customers of disposition.

> Assisted subordinates and supervisors in identifying and

resolving problems.

> Maintained daily goals by providing debtors with payments

plans and settlement offers that best fit their need.

5/2004 to 9/2004 GC SERVICES Copperas Cove, Texas

DEBT COLLECTOR

> Applied knowledge of FDCPA guidelines daily.

> Designed and prepared payment plans to resolve delinquent

account in a timely manner.

> Consistently met or exceeded daily amount collected goals

set by the company.

> Questioned neighbors with the help of online" skip tracing"

applications, to locate and determine new address of

customers.

> Discontinued services when necessary; submitted

account to an attorney and credit bureaus

3/2003 to 5/2004 CAPITAL ONE, CONVERGYS

Killeen, Texas

CUSTOMER SERVICE, RETENTION SPECIALIST

> Opened/ closed accounts and explained processed

investments.

> Responsible for up-selling the benefits of the different

levels of credit cards offered.

> Consistently met or exceeded sales, adherence and

attendance goals.

> Established successful rapport and mutuality to retain the

customer.

> Researched and recommended lower interest rates, credit

balances, and different products to build credit.

> Successfully handled and retained escalated calls.

8/2002 to 3/2003 TIME WARNER CABLE Killeen, Texas

COLLECTIONS REPRESENTATIVE

> Investigated and corrected errors, following customer and

establishment records.

> Opened new accounts.

> Prepared special order worksheets.

> Located customers to collect installments, overdue

accounts, damage claims, and no payable checks.

> Processed service disconnections and merchandise returns.

> Met and exceeded daily sales and retention goals.

4/2001 to 8/2002 COMCAST CABLE Alexandria, Virginia

CUSTOMER SERVICE/ SALES

> Completed order forms, determined charges for service

requested, collected payments, prepared change of address

records and issued discontinuance notices.

> Reviewed complaints concerning billing and services

rendered, referring complaints of service failures to

designated departments for investigation.

> Expedited communication between upper level management and

general personnel.

> Consistently met or exceeded daily sales goals.

4/2001 to 07/2002 BARTON SECURITY

Arlington, Virginia

PRIVATE SECURITY OFFICER

> Guarded industrial and commercial properties against fire,

theft, vandalism and illegal entries.

> Patrolled, periodically, buildings and grounds of

industrial plant and commercial establishment, docks,

logging camp area and work sites.

> Examined doors, windows and gates to ensure that they were

secure.

> Watched for and reported irregularities, such as fire

hazards, leaking water pipes and security doors left

unlocked.

> Permitted authorized persons to enter property.

> Registered at watch stations to record time of inspection

trips.

8/2000 to 4/2001 MCI WORLDCOM INTERNATIONAL Arlington, Virginia

CUSTOMER SERVICE/SALES

> Sold telephone services to business accounts.

> Expedited communication between upper level management and

general personnel.

> Questioned callers to determine nature of problem and type

and number of personnel and equipment needed, following

established guidelines.

> Consistently met or exceeded sales goals.

> Directed and lead team meetings, assisting in on going

trainings for new and valuable company information.

EDUCATION & TRAINING

1998 C.E. ELLISON HIGH SCHOOL Killeen, Texas

ACADEMICS

2000 CENTRAL TEXAS COLLEGE Killeen, Texas

BARBERING

Security Clearance

Secret- Active

PROFICIENT COMPUTER SKILLS

> Windows XP

> Internet Explorer

> Cost Point

> MS Office

> MS Project

> SalesForce

> SPOT

> TLS

> PeopleSoft

> WLSE

> Unanet

> CVS

Corporate Training

> Ethics

> HIPPA Certification

> SOX Compliance

> Timekeeping Policy

> Sexual Harassment

> Foreign Corrupt Practices Act

> FAR

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