Customer Service Manager

OBJECTIVE:

To obtain a fulfilling career for a company that exerts my leadership, organizational, and communication skills to effectively enhance the growth and profits; and positively impact the agency’s primary mission.

SUMMARY OF QUALIFICATIONS:

Dependable Organized and Resourceful

Hard working Works Well Independently & in Groups

Punctual Great Leadership Skills

Quick Learner Dynamic Team Building Skills

Goal Oriented Great Communication Skills

JOB HISTORY:

Working for Dept. of homeland Security / U.S. Citizenship and Immigration for 16 years as a Contract Employee on 4 different contracts.

PAE/FCI Federal (Contract Co. from Aug. 21, 2017 – Sept. 29, 2017, DHS/USCIS)

Program Manager: Tara Brunetti

FCI Federal (Contract Co. from Mar. 15, 2010 – Aug. 20, 2017 DHS/USCIS)

Program Manager: Ben White

Position: Contract Site Manager from Mar. 15, 2010 – Sept. 29, 2017

Prepared and submitted timely and accurate reports to include production reports, customer service reports, timesheet reports, training records and evaluations, and significant incident reports.

Managed 15 Clerical staff proficiently while providing guidance to two area supervisors on matters concerning administrative issues, property control, facility maintenance, safety, security, customer service, daily production and staffing.

Coordinated with Field Office management and human resources on resolution of personal behavior or performance issues.

Provided leadership, guidance and career development to employees while ensuring adherence to the company and program workplace policies.

Established an efficient system that streamlined the process of approximately 2,000 Immigration files per month; allowing for careful review process that reduces errors and backlogs

Utilized several resource databases competently to allow proper tracking of status reports, transferring of files, personnel training and scheduling.

Obtained a Secret Clearance.

CMI Management (Contract form Mar. 15, 2004 – Mar. 15, 2010, DHS/USCIS)

Program Manager: Ben White

Position: Contract Supervisor

Prepared and submitted timely and accurate reports to include production reports, customer service reports, timesheet reports, training records and evaluations, and significant incident reports.

Managed 15 Clerical staff proficiently while providing guidance to two area supervisors on matters concerning administrative issues, property control, facility maintenance, safety, security, customer service, daily production and staffing.

Coordinated with Field Office management and human resources on resolution of personal behavior or performance issues.

Provided leadership, guidance and career development to employees while ensuring adherence to the company and program workplace policies.

Established an efficient system that streamlined the process of approximately 2,000 Immigration files per month; allowing for careful review process that reduces errors and backlogs

Utilized several resource databases competently to allow proper tracking of status reports, transferring of files, personnel training and scheduling.

Obtained a Secret Clearance.

Choctaw Inc. (Contract from Aug. 1, 2001 – Mar. 15, 2004, DHS/USCIS)

Program Manager: Ben White

Position: General Officer Worker

Received incoming files from National Benefit Center on Applicants applying for Permanent Residency or Citizenship.

Processed and reviewed files and prepared for initial interview with Officers.

Scheduling files for interviews, Q&A’s, Re-Exam’s or Fingerprints.

Requested additional information from applicants per Officers request if needed.

Kept file room in order according to applicants status or application, (no shows, continued cases, denials, Q&A’s, Re-Exams, etc.)

Bundled files and printed coversheet for Officers daily interviews.

Attended Naturalization Ceremonies to assist with crowd control, roll call or pulling certificates for applicants.

Making copies, interfiling, requesting files and shipping file out.

Computer Knowledge:

Competitive level proficiency in typing (30-35 wpm / 10 key)

Microsoft Office Tools and Excel

Knowledgeable in general office automation software, practices and procedures

Expert in all CIS databases including but not limited to NFTS, CIS and Claims 4

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