Customer Service Management

Tamatha Joyce Aube

***** ******** **, ****** ****, VA 22546-2001

e-mail: ac0tb9@r.postjobfree.com

Cell: 540/841-2241 / Home: 804/448-3023

**/**/**** – Present; Retired from federal government after 28 years of public service.

04/20/2014-01/31/2015, Supv, Program Analyst, Hrs worked/week: 40; salary: $123,978/annum

Department of the Navy, Naval Sea Systems Command, Washington, DC

Supervisor, advisor, HR Consultant, administration, and manpower. Consulting services include: recruitment/selection; employee relations; benefits; analysis, trends, and policy reviews.

In this position, my work included the following: served as a Management Analyst responsible for personnel resources and performance management in the engineering department of NavSea; Supervised eleven employees ensuring an automated system to track vacant, selected, and encumbered positions, as well as, manage the Director’s calendar, records management and position management; reviewed and analyzed manpower requests to determine if the structure/authorizations support the request; managed the manpower program operations, identifying deficiencies and recommending necessary corrective action; provided performance management advice and assistance to supervisors and managers; planned, organized, and participated in efforts involving the review and analysis of human capital practices and procedures covering major program or potential problem areas within NavSea. As Supervisor, I provided HR and administrative support to over 600 positions. Led and directed the HR and Admin teams providing customer service and consulting roles in HR and administration processes. Provided recruitment and staffing services to customers. Responsible for tasking and reprioritizing workloads as needed; ensuring work was equitably distributed based on need, complexity and sensitivity. Advised senior leaders on policies, recruitment and staffing actions. Identified training opportunities and facilitated personnel participation to maintain critical skills and expertise in assigned duties.

09/22/2013-04/19/2014 Senior HR Staff Officer, Hrs/week: 40; salary: $120,270/annum

Defense Intelligence Agency / Counterintelligence, Washington, DC

Provided HR advisory services to over 300 managers/employees. Services were: manpower and organizational structures; tracked staffing and recruiting requirements; recommended courses of action to justify recruitment process of the hard-to-fill positions; advocated the use of additional programs (joint duty, wounded warrior, etc) to broaden strengths. Tracked performance management milestones and reported to leadership divisions of concern. Assisted in defining, scoping and advocating the development of employees. Provided counsel to employees on individual career development plans.

08/03/2008-09/21/2013 HR Staff Officer, Hrs/week: 50-55; salary: $119,780/annum

Defense Intelligence Agency / Operations and Counterintelligence, Washington, DC

Supervisor, advisor, HR consultant, manpower & personnel subject matter expert in: recruitment/selection; employee relations; benefits; analysis, trends, and policy reviews; strategic planning; and customer satisfaction. I provided HR services to managers, supervisors and employees. Responsible for providing a wide range of advisory services to managers relative to disciplinary and adverse actions, grievances, appeals, workforce/work environment factors, Family Medical Leave Act, as well as appraising and rewarding employees through various recognition programs. By providing a broad range of information to employees on their rights, benefits and obligations, I assisted them through an employee assistance program. Additionally, I ensured updated training initiatives were disseminated, as well as provided orientation to newly appointed/hired employees. Delivered/guided management in performance appraisals, identification of performance related deficiencies, and proper recognition of employee contributions. Overall HR and administrative supported 1500 clients – not included are the applicants that attend recruiting events. Supervised up to nine personnel, including contractors. Led and directed a team providing customer service and consulting roles in HR; advised management on policies and performance management. Managed HR policies and administrative personnel roles. Responsible for tasking and reprioritizing workloads as needed; ensuring work was equitably distributed based on urgency, complexity and sensitivity. Identified and projected knowledge gaps for the team members, resulting in modifying individual development plans that support a path for either retraining or training to meet the strategic goals of the division as well as the agency. Performed a variety of statistical analysis and trends, providing customers with current data to support the intelligence operations to maximize operational efforts. Advised leadership in current and future programmatic needs. Responded to tasks in an environment that is deadline driven.

6/12/2005 through 8/2/2008 HR/Admin Programs Spec, Hrs/week: 55; salary: $99,650/annum

Counterintelligence Field Activity, Arlington, VA

Provided leadership, performance management, and mentoring a team of 14 highly skilled technical staff to provide high quality customer service and on-time delivery of Human Resources, Operational Administration, Manpower and Organizational effectiveness. Served as Human Resources (HR) Manager representing the organization, supervisors, and employees in all matters concerning HR, HR and manpower projects and HR information system implementations, enhancements, and upgrades. Assisted the same in developing strategies, ensuring policy and procedural compliance, measuring performance and correcting failing strategies, setting priorities and establishing methods and time frames for accomplishment of HR actions. Made recommendations to improve business processes, eliminate manual processing, ensure data accuracy, and improve reporting methods and system efficiency to meet requirements. Interpreted new guidance on policies/procedures related to HR, and wrote clear, concise supplemental guidance for managers and users. Participated as a trainer in “Train-the-Trainer” approach of HR processes using PeopleSoft. Provided onsite training to users on human resources, benefits, payroll, reporting and query functionality. Managed payroll, benefits, recruiting and hiring actions, on-boarding and exiting personnel, reports, rules, procedures and operations that encompass all HR areas. Prepared personnel directives, special reports and correspondence. Developed vacancy announcements, and reviewed and rated applicants for positions, and conduct training on HR management topics. Managed daily operations of all personnel actions such as establishing and evaluating staff performance, coaching, training and motivating staff. Coordinated business and operational planning process, including strategy/objectives planning, financial management, forecasting, action planning and balanced triangle (business, customer and employee). Performance evaluations and compensation expert. Authored, coordinated and distributed agency information papers, directives, instructions and agency specific guidance to employees. Tasked and reprioritized workloads when needed to ensure the staff is properly trained for the specific needs of the customer. Ensured work was distributed equitably based on urgency, complexity and sensitivity. Ensured the workplace decisions are merit based and adheres to the EEO policy. Promoted equal employment opportunity, affirmative action and diversity in the organization. Maximized talents of employees to achieve sound business practices. Directly provided counseling to employees on a wide array of areas such as: payroll and benefits; details; resume writing; employee relations; and special employment programs.

8/2004 to 6/2005, Administrative Services Specialist, Avg hrs worked/week: 40; salary: $75,050/annum

OUSD(AT&L)/Defense Test Resource Management Center, Washington, DC

Administration, consulting; HR, manpower & personnel; protocol; analysis and planning; budget review; liaison; task manager. Areas of concentration: performance management; payroll; benefits administration; analysis and recommendations to policies and procedures; and office manager. Duties: Compiled information and reports for statistical data calls. Effectively communicated the goals and direction of the customer departments to the staff, colleagues and management in the Defense Travel System (DTS). Liaised with internal and external offices to coordinate actions and resolve problems. Maintained schedules and confidentiality of executives. Performed analysis and planning for office management and administration. Coordinated and provided oversight for office budgets and personnel administration. Gathered, analyzed and evaluated information on the effectiveness of personnel management and manpower authorizations. Provided consulting, research analysis and administrative services of managing information concerning test resources and facilities.

2/2/2003 through 8/7/2004, Program Support Specialist, Avg hrs/week: 50

OUSD(AT&L), The Pentagon, Washington, DC

Analyzed incoming actions to determine appropriate action, researching the nature of the action and preparing draft response, if necessary. Evaluated tasks, assigned them to appropriate action officers based on knowledge of programs, commitments and policies. Recommended course of action to staff officers and advised in package preparation. Organization’s expert in the management of the Defense Travel System (DTS) and its reconciliation process to the travel budget accounts. Reviewed and conducted research on all DoD Directives and Instructions for policy changes to determine any impact to the organization or directorate. Created a strategy for the sustainability of the team and services to ensure the optimal use of staff and contact resources, succession planning, and the most effective use of personnel budgets. Served as the conduit between subordinate offices, committees, and boards and other staff offices to include consultants, advisors and other governmental agencies. Monitored security issues for the directorate. Prepared and staffed classified symposium requests, advising when issues may be too sensitive for public appearance. Assisted in the development and processing of Annual Reports to Congress and ensures complete coordination. Advised and trained staff specialists and administrative personnel on AT &L and DS processes. Ensured time and attendance data is entered with 100 percent accuracy. Initiated work request to update the Director's office with modem technology for briefings and presentations. Maintained schedules. Reviewed correspondence packages, ensuring compliance with policy guidelines and that all stakeholders were incorporated.

7/29/2001 through 3/22/2003, Administrative Support Assistant Avg hr worked/week: 40 OUSD/Acquisition, Technology & Logistics, The Pentagon, Washington, DC USA

Assessed and processed correspondence prepared by others to ensure policy and procedures were adhered to. Managed a flawless security program for the Sensitive Compartmental Information Facility. Arranged travel, domestic and abroad, based on nature of required business. Provided excellent stewardship of data according to DoD records management policy and procedures. Maintained the Director's calendar, scheduling appointments, receiving and screening visitors and phone calls. Maintained office equipment and supplies - prepared requests and justification for office equipment Monitored travel funds and prepared travel budget for office. Liaised with other agencies to track actions involving programmatic funding, such as foreign comparative testing. Communicated with legislative affairs on program that Congress has escalating interests in.

10/4/1999 through 7/28/2001, Math Laboratory Manager Avg hr worked/week: 50

Cortez Management Corporation, Hampton, VA USA

Educated, promoted, supervised and managed a hybrid mathematics program into some of Virginia's schools. Identified special needs children and monitored their level of progression. Instructed small groups of students in the subject of mathematics; the groups were identified and segregated into specific learning ability skill sets. Screened and analyzed student participation for accelerated programs.

1994 – 1999, held three different positions during these five years. Positions were with the Defense Threat Reduction Agency and the OSD, Program Assessments and Evaluations

Performed administrative functions for legislated interdepartmental councils and committees. Policies and procedures expert. Liaised between the office and subordinate committees and offices, consultants, advisors, and other governmental agencies including their contractors.

8/5/1984 through 10/8/1993

Various Positions covering 9+ years of United States Air Force

Served as the Testing Administrator for the U.S. Armed Services; proctored tests include Defense Language Proficiency Tests (DLPT), Defense Language Aptitude Battery (DLAB), and the Armed Services Vocational Aptitude Battery (ASVAB). Expert test delivery process, electronic scoring and data entry of applicants, scores, etc. Interpreted test results to students, recruiters, parents, and school officials. I served as the advisor to the military recruiters on all issues pertaining to resource management for testing and analysis. Provided oversight and test development, test delivery, test security, testing requirements and execution. Developed, recommended and/or provided comment to DoD-wide policy, programs and initiatives pertaining to all programs related to or impacting areas of personnel management. Liaison Officer between HQ and foreign service. Conducted quarterly and annual awards boards. Subject expert in personnel activities and functions, including personnel action requests; source documents; unit, field, and master personnel records; and HQ's Support Staff responsibilities. Advised on career progression and updated military personnel data system records; ensures compliance with personnel policies, directives, and procedures. Performed and administered personnel programs, including professional development, classification, assignments, promotions, separations, personnel support for contingency operations (PERSCO), and personal affairs. Advised and assisted management in administering social actions activities, including equal opportunity, drug and alcohol abuse control, and education in human relations programs. Prepared reports and correspondence, to include citations, military awards, certificates, and evaluation reports. Developed and instructed a quarterly training class for administrators regarding personnel data changes and procedures. Served as the Records Manager ensuring files were maintained in accordance with governing directives. Reviewed, advised and coordinated authorization transfers. Assessed, analyzed and coordinated service members training records/requests, performance evaluation reports, promotions, and positions. Proposed strategies to meet the requirements by utilizing an augmentation program. Provided technical guidance to supervisors on HQ’s time requirements for the completion of all enlisted and officer evaluation reports. Conducted 100% annual review of personnel records and quarterly audits of 10% to ensure documentation is accurate and up-to-date.

Technical Skills – HR Information Systems: PeopleSoft (eZHR) / DCPDS (Modern)

Specialized areas: Transfer of Functions / Defense Civilian Intelligence Personnel System (DCIPS) / HR Practitioner’s Course (IC only) / Memoranda of Agreement / Benefits / FLSA / USERRA / FMLA

Systems: DCPS (payroll) / DTS (travel) / ERP / TWMS

Software: Microsoft Suite / Publisher Pro / Adobe Pro /

Course Title

Date Successfully Completed

Personal Identifiable Information

Frontline Supervisory Course

6/20/2014

3/26/2012

Counterintelligence Anomalies

3/19/2012

Supporting Organization’s Bonus/Award Pool

9/16/2011

Privacy Act Course

9/14/2011

Internal Controls Awareness

9/14/2011

OPSEC Awareness

9/14/2011

Workforce Equal Opportunity

3/26/2012

Introduction to Intelligence

10/15/2010

Supporting the Performance Review Authority(ies)

7/19/2010

HR Practitioners Course

5/20/2010

Media Training in the Intelligence Community

1/19/2010

Intelligence Community Personnel System, DCIPS

3/6/2008

Reciprocity – Security Clearances and Processing

9/12/2003

Resolving Conflicts

1/5/1995

Equipment Custodian Course, USAF

06/10/1988

Professional Military Education – Phase I, USAF

5/15/1987

Records Management Training Course, USAF

03/11/1987

Records and Documentation Training, USAF

01/23/1985

Staff Support Administration Course, 232 hours, USAF

10/30/1984

Official Honors and Awards Issue Date:

Special Act Award - 2012

Special Act Award - 2011

Special Act Award – 2010

DCIPS Performance Bonus Award – 2010

Special Act Award – 2009

Hobby: Breeder, owner, handler of home kennel’s Irish Wolfhounds. Responsible for a variety of daily duties related to caring for the needs of the dogs. Tasks include activities such as cleaning kennel, feeding, grooming, bathing, providing fresh water, giving medications or supplements, assisting with problem births, maintaining breeding records, studying pedigrees, assisting with breedings (conducted either by live cover or artificial insemination), and registering dogs with the AKC or other relevant breed associations. Works closely with veterinarians and Theriogenologists ensuring best care of all dogs. Competes the breeding stock (and/or their progeny) at dog shows, handling my own dogs or those of others if needed.

Other experience from Volunteer work:

-Show Secty, Potomac Valley Irish Wolfhound Club, 2005-2008

Prepares and submits applications; proposals for the solicitation of funds; reports; designs and publishes three pieces of correspondence to be distributed to 100 or more individuals.

-Show Chair, Potomac Valley Irish Wolfhound Club, 2012-2013

Recruit, train and assign a volunteer staff specific area(s) of responsibility within the Event Committee.

Oversees the Hospitality Chair, research, review and approve requests for food vendors.

Research, review and approve show site location for the Event

Prepares, develops, tracks and manages financial plans for annual event.

Represents the Event to the the Club committees, Board and the public and private sector.

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