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Customer Service Manager

Falls Church, Virginia, United States
August 30, 2017

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Mohan Ghimire

Cell Phone- 571-***-****


JANUARY 1995 - Present, PROFESSIONAL PROFILE, Career Summary,

EXPERT PROGRAM MANAGER/ PROGRAM COORDINATOR / PROGRAM ANALYST with a Master in Law. Over 20 years of progressive experience providing extensive research and analysis, strategic planning, program and project management. Teaching, Solid record of performance managing analytical studies, key initiatives and high-profile performance improvement projects for federal agencies, including the Department of State. Technical expert and analyst on complex program issues. Very strong critical thinking, problem solving, research and liaison skills. Recognized for outstanding communication skills, flexibility, keen political savvy, sense of humor, and leadership abilities.

CLEARANCE: Understand the SF-86 and security clearance process; prepared to complete.

AREAS OF EXPERTISE: Program Evaluation and Management; Project Lifecycle Management; Strategic and Operations Planning; Adult Education and Training; Professional Development; Human Rights; Immigration Law; Process Improvement and Simplification; Team and Project Leadership; Quantitative/Qualitative Analysis; Risk and Feasibility Assessment; Technical, Regulatory and Best Practices Research; Policy Analysis; Negotiating; and Excellent Oral and Written Communication Skills.

TECHNICAL SKILLS: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint); and expert ability to conduct credible, Internet-based research.

Certificate: Northern Virginia community College (NOVA) Certificate certified Program Manager

Business Analyst

Certified Notary public by the Commonwealth of Virginia


Language Proficiency:

English, Hindi, German, Urdu(speaking), Nepali and knowledgeable Spanish

Work Experience

11/2015 - Present, RESEARCHER AND PLANNER, Nepali Community, FALLS CHURCH, VA:

CONDUCT LEGAL RESEARCH on complex factual, legal and policy issues. Research US Immigration system, laws and regulations and assist Nepali people in filling out legal forms. Advise and assist males under 26 on registering for Selective Service. Receive and proficiently examine legal documents for accuracy, completion, and conformity to requirements; return unacceptable documents; affix seals and stamps to endorse; and certify and file all documents. Use various computer software tools and applications to conduct research.

ORAL AND WRITTEN COMMUNICATION: Prepare legal documents based on assembly, correlation and analysis of voluminous technical information. Translate highly complex legal information into plain language. Present various written legal memoranda, summaries and briefings to the Nepalese community on multiple legal and regulatory topics. Present oral and written presentations and reports of complex legal and regulatory research regarding evidentiary findings.

03/2016 – present, Team leader of NRN NCC USA Education Task Force, USA,

Working on the Project goals of the organization with the colleagues for a database of Nepalese working people in education sector in the USA to identify the potential strength of Nepalese expertise for education development and advancement. Develop curriculum and learning materials for basic reading and writing in Nepali by coordinating with Nepalese communities operating Nepali language schools in different cities of USA. Develop guidance materials about educational opportunities in the USA targeted to Nepalese students and to provide mentorships to Nepalese students. Promote activities and events related to Nepalese education and literature in the USA. Recognize outstanding individuals and organizations for contributing in the field of advancement of education. Facilitate to bridge between Nepalese professionals in the USA and educational institutions in Nepal to promote and transfer effective teaching techniques, innovative research and curriculum development. Serve as an advisory wing of NRN-NCC of USA to provide suggestions about best practices and policies in education sector.

01/2012 - 08/2015, PROJECT COORDINATOR/ TRAINER AND INSTRUCTOR, Foreign Service Institute, Department of State:

PROGRAM DEVELOPMENT AND COORDINATION: Directed training programs and projects, ensuring organizational effectiveness. Developed strategies and plans for training and leadership development projects. Oversaw strategic/tactical planning, program assessment, technical performance reporting, and formed strategic partnerships. Completed projects with limited time, budget and manpower.

EXPERT TRAINER / INSTRUCTOR: Instructed Hindi and Nepal language, culture and related thematic news, periodicals, and book to US high level Diplomats and US Ambassador. Used expertise in coaching, mentoring, diversity, conflict management and teambuilding to develop course curriculum to ensure maximum effectiveness of training and utilized after-course surveys to tailor new coursework. Pioneered advancement of unique training sessions and oversaw daily activities to ensure attainment of forecasted objectives.

Expert skill in leading people by providing guidance, training and coaching on organizational effectiveness and efficiency and business development. As a result, students achieved highest proficiency during my instruction.

UTILIZED STRONG COMMUNICATION SKILLS providing coaching and technical support for clients personnel. Demonstrated STRONG INTERPERSONAL SKILLS, including the ability to liaise effectively with fellow team members to anticipate technical limitation and glitches and effect smooth system deployment. Wrote and edited technical reports and manuscripts for publication and presentation to senior-level officials, including high-level Diplomats. Translated and interpreted both English to Nepali and Nepali to English documents and conversation, news, and books.

Developed knowledge in writing, interviewing and forum discussion skills. Gained extra knowledge of translation documents and interpreted conversation, statement and interview.

PROVIDED EXCELLENT CUSTOMER SERVICE through analysis of customer feedback and focus of attention on areas requiring improvement. Evaluated client needs and developed, planned, executed, and managed communication strategies. Identified and fulfilled client needs with products and services within sphere of influence. Recognized by management and clients for exceptional customer service practices.

DEVELOPED AND MAINTAINED EFFECTIVE RELATIONSHIPS: Collaborated with study personnel in strategic planning of future external funding grants. Led collaboration of project efforts for various projects using expert leadership and communication skills. Facilitated, scheduled and provided meeting minutes and stakeholder briefings. Monitored and ensured stakeholder engagement and awareness of all project efforts and status levels. Liaised between project teams and Institution.

01/2014 - 07/2015, Executive director/ project Manager America Nepal Public Relation Committee USA:

EXPERT PROGRAM AND PROJECT MANAGER: Maintained operational productivity, effectiveness and efficiency of Nepali programs and projects. Planed, executed, monitoring and controlling project phase and handed deliverables. Evaluated needs and developed, planned, executed and managed communication strategies that ensured consistency and adherence to laws, policies, mission and requirements. Identified key priorities and tactical steps in order to meet deadlines associated with multiple concurrent projects. Consistently exceeded performance goals through development of innovative action plans, project management and stakeholder outreach. As an executive director: Designed and led organizational strategy in local and national context, implemented operational plans goals and objective for the organization. Supervised annual budget preparation and other top- level financial matters. Informed directorates of budgetary review and approval procedures. Coordinated with all ad hoc and standing board committee.

ENSURED PERFORMANCE METRICS AND MEASURES were achieved, often exceeding desired levels. Provided expert oversight for the successful completion of projects and analyzed metrics to track performance. Monitored results versus targets and provided gap-analysis to achieve strategic goals and performance objectives. Consistently met or exceeded management and organizational strategic goals and objectives through implementation of short and long-term projects and action plans.

EXPERT ORAL AND WRITTEN COMMUNICATION SKILLS: Prepared briefing materials for weekly engagement portfolio reviews that aided leadership and stakeholders with decisions to ensure successful implementation of projects. Conducted meetings and provided presentations to groups and individual key stakeholders using appropriate software and superior communication skills. Wrote, edited and presented status reports, working papers, briefings, strategic plans and proposals. Wrote and edited presentations and trained others on operational procedures and best practices.

08/2010 - 12/2011, LIBRARY ASSISTANT, Arlington County Court Bar Association, The Walter T. McCarthy Law Library :

PLANNED AND EXECUTED ADMINISTRATIVE AND CLERICAL duties, including but not limited to, answering phones, directing / redirecting users to destination, greeting and communicating with patrons. Prepared letters and documents. Used expert RESEARCH AND ORGANIZATIONAL SKILLS in labeling and organizing library items. Professionally represented library to the general public.

PROVIDED REFERENCE AND RESEARCH LIBRARY SUPPORT for staff and collaborated with proper selection of special materials for public display. Actively participated in programs to assess quality and condition of bibliographic collections, to effectively update, discard and maintain library items. Provided guidance on accessing information resources, including, but not limited to: books multimedia recordings archival materials electronic database information digital materials electronic journals bibliographic citations; and records lifecycle.

USED AUTOMATED AND MANUAL LIBRARY RESOURCES to provide users with comprehensive reference, research, and services. Used library technical processing for locating information in databases to find titles for interlibrary loan, and searched catalog for literature searches and classifying or cataloging information. Effectively used current informational techniques for analyzing, mapping, standardizing, consolidating, and encoding descriptions for library collections. Assisted staff with research support helping to integrate library collections.

LIAISED AND INTERACTED with clientele to establish user needs and requirements. Maintained official contact with local and national libraries regarding resource sharing. Provided electronic and print reference and research assistance to library users. Networked and communicated with external organizations to foster a cooperative approach to resource sharing.

DECEMBER 2010 AUGUST 2011, INTERNSHIP, Vienna Law group, Fairfax, VA :

LEGAL RESEARCHER AND ANALYST: Conducted legal research and analyzed case law, preserving confidentiality of legal records. Assembled affidavit of documents, release and other legal forms. Conducted thorough legal research according to best practices, in a timely and efficient manner. Used electronic research tools and the Internet to identify appropriate sources of information. Accurately interpreted case law, complex statutes, laws and regulations. Conducted presentations to firm partners on various immigration laws.

Other job experiences:

Worked as an attorney at law in Nepal

Worked as a refugee officer in Nepal under the United Nations of Organization


Project Management, NOVA (Northern Virginia Community College)

LLM (Master in Law), University of Baltimore, Baltimore, MD 21201

( Majors in Criminal law, Civil procedural and Contract)

LLM (Master in Law specialization in Commercial Law)) Tribhuvan University, Kathmandu, Nepal

BL/LLB (Bachelor in Law), Tribhuvan University, Kathmandu, Nepal

Intermediate certificate/ A.A.S of law, Tribhuvan University, Ilam, Nepal IL

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