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Human Resoutces customer management (sarusfaction

Glen Burnie, Maryland, United States
January 30, 2018

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Pasadena, MD *****

Phone 410-***-****


Melissa R. Miller

Summary of qualifications

Dependable professional with more than 25 years of experience in providing effective and comprehensive support. Possesses the highest degree of integrity, supported by a flawless record of maintaining confidentiality. Specific areas of competence include business development, consulting, capture management, presentation development, action tracking software, finance, supplier management, security advisory, program staffing/recruiting, and advanced technical computer knowledge. Specializes in Government contract support to Department of Defense and defense contractor companies in the DC/Baltimore corridor.

Skill Highlights

Platforms: Sun UNIX, Windows NT, DEC, Triteal

Applications/Tools: FrameMaker, Microsoft Office Suite, MS Project, Automated Message Handling System, Concerto, PeopleSoft, MS Outlook, Outlook Calendar, Oracle, FormFlow, Defense Civilian Payroll System, Netscape, Internet Explorer, Adobe, Internet, Intranet, PLUS, Program Staffing Tools (SkillQuest, BESS, SharePoint)

Security clearance

TS/SI w/ FS Poly (Last Update 2010)


1987-1991 Glen Burnie Senior High Glen Burnie, MD

Diploma, Business

1990-2002 National Cryptologic School Ft. Meade, MD

Various job related courses, curriculum provided upon request

2007-2013 Strayer University Millersville, MD

Pursuing Bachelor of Science – Information Systems w/ Concentration in Computer Security and Human Resource Management; Currently hold 4.0 GPA

2014-Present TESST College of Technology Baltimore, MD

Pursuing Certification – Medical Billing and Coding; Currently hold 3.34 GPA

Work experience

July 2015 – March 2017 Royal Farms

Customer Service Manager

Worked in support of the leadership team to facilitate the completion of all store level tasks/. Performed a verity of tasks related to different areas of the store, including food preparation, point of sale, customer service, and general housekeeping. Ensured every customer received outstanding service by providing a friendly environment (maintaining outstanding standards, product knowledge, and all other components of customer service). Ensured proper execution of assigned food service programs and procedures. Support and follow all safety and security initiatives, including ensuring all team members did same. Responsible that all team members adhered to the execution of established Royal Farms rules, policies, procedures, and systems. Maintained proper cash controls at all the point of sale systems. Provided leadership to the retail team members that ensured a pleasant customer service experience. Adhered to all company policies for checking in external and internal vendors. Maintained operational excellence in consistency in store cleanliness, food safety, merchandising and “just in time” replenishment. Completed all side work as required (cleaning, dusting, sweeping, mopping, emptying trash, etc.)

August 2003 – August 2013 The Boeing Company Annapolis Junction, MD

Staffing Manager/Staff Analyst

Responsible for delivery of staffing solutions for the Boeing SIGDEV contract. Manages and allocates candidate resources, develops, implements and delivers staffing strategies across the business unit, including approaches to recruiting and downsizing. Active advisor in staffing/recruiting meetings with Boeing corporate and Staffing Partners on the SIGDEV contract enabling an open line of communication with company management and 55+ external partner company POC's. Responsible for keeping up-to-date with corporate programs, policies, procedures and systems regarding candidate processing, hiring, handling sensitive and/or proprietary information. Assisted in development and testing on roll-out staffing system (developed in Access and SQL) used to managed candidate flow on Boeing MD Operations largest program; this system is now considered the model for partner staffing throughout Maryland Operations and Virginia. Manages daily submissions of candidates via Boeing's Employment System and Staffing Partner SharePoint site to include resume review, templating assistance and candidate issues (qualifications, rates, etc.). Created and maintains shared directories and tracking spreadsheets utilized by leadership team, COR, security, and staffing partners. Manages all aspects of SIGDEV personnel database to include creating new records, updating records, labor changes and recording program starts and departures. Routinely called upon to advise management regarding development of job details and job classification, candidate qualifications and resume acceptance. Provides leadership/mentoring to junior level program office administrators by developing action plans, training requirements, conflict resolution and communications throughout program. Works with management team to improve program/project management processes and business systems. Collects, organizes and provides data according to established processes within the management system to maintain status of programs, customer and supplier commitments and compliance. Provides support to Annapolis Junction and Cyber Engagement Center for supply ordering and tracking; acts as supplier funding administrator in handling payment processing submissions and backup to SIGDEV financial analyst for creating ROs, updating Statement of Work for SIGDEV partners, and updating funding sheets. Sole POC for processing payment for AlliedBarton security services at Annapolis Junction site. Additional duties include support to corporate offices with resume review and templating for SILVERQUARTER, SUNSCAPE, CTS, and SCORPIO programs; managed and established cost saving procedures for site canteen program (coffee, snacks, and refreshments); tracking and management of all external computer accounts provided to Boeing partners; Management of site location space and facilities issues. Provide backup assistance to Office Management staff to include personnel roster, office administrivia, standard operating procedure development, calendar management and assistance to Security team regarding visitor processing, clearance processing, visitor badging, alarm panel response, duty pager rotation, and other duties as assigned.

Skills Utilized: Supply management, database management, Security (Program and Physical), TTO Development, First Aid (First responder and Emergency Action Team member), Office Administration, Configuration Management, SharePoint, MS Access, MS Office Suite (Expert), Space management, Proposal Development, Technical Writing, Financial analysis.

Aug 2002 – Aug 2003 ACS Defense, Inc. Columbia, MD Annapolis Junction, MD

Business Process Analyst

Provided support to the SIGINT Planning, Programming & Budget team to include calendar management for personnel located at customer site and government sites, action tasking/tracking for team and SIGINT level actions resulting from Investment Review Board (IRB) and SID Strategic Sessions. Responsible for documentation, analysis and formulation of presentations for NSA Directorate level briefings to include the monthly Leadership Performance Management Report and monthly NSA/CSS Corporate Pack. Coordinated with various document management teams to create and maintain an online briefing library as well as publishing all SID level briefings to a Performance Metrics web page. Provided proper security procedures to include courier tasks, classification guidance, document storage procedures and document tracking. Point of contact/control for 15 leadership level aliases and managed 2 shared drive directories. Ran database queries in PLUS as well as Access database queries and updates to formulate and analyze data input for the SIGINT Bi-Weekly Crisis Pack.

Aug 1999 – Aug 2002 NSA, Information Operations Ft. Meade, MD Annapolis Junction, MD

Office Manager/Security

Provided executive assistance to Chief and D/Chief, Information Operations Technology Center (IOTC), Advanced Technology Group (ATG), and a group of over 100 individuals. Expeditiously managed flow of information to management team to include signature items, award recommendations, clearance processing, scheduling and meeting/briefing background materials. Coordinated and prepared all transportation services to support the office and others as required. Provided pertinent information necessary for travel packages including proper handling of request for travel authorization, itineraries with flight, hotel, rental car and background information for traveler. Served as primary point of contact for multimedia support to include development of presentations, scheduling facilities and prioritizing and tracking group requests requiring action by multimedia support team. Chosen as representative to the IOTC Relationship Management Integrated Product Team which was formed to establish a visitation process to include messages in line with strategic objectives for stakeholders. Provided support for IOTC hosted forums of up to 300 people to include message release, social events, clearance processing and executive protocol. Relied on by IOTC timekeepers as the Defense Civilian Payroll System (DCPS) expert; developed an impromptu training session in response to various payroll issues. Provided assistance as a Request for Information (RFI) manager in the Crisis Action Cell in response to the 9/11 events.

July 1996 – Aug 1999 NSA, NSOC Operations Center Ft. Meade, MD Annapolis Junction, MD

Office Administrator

Worked in a crisis operation center (24-Hour watch center/shift work) environment at a senior-level office administrator capacity, often dealing with various other high level government agencies. Routinely handled the daily National Security Council Conference call held between various national level agencies and the White House Situation Room which was reported directly to the President of the United States. Established a training guide for incoming watch center employees, enabling employee turn-over went smoothly. Created agency-wide Senior Level Executive daily calendar and briefing folders. Responsible for development of Directorate level briefing slides during peak crisis events for the Director of NSA and other Senior level personnel. Arranged all government travel and prepared Senior level travel packages. Coordinated all meetings, team functions, dinner events, etc. Sole point of contact for the preparation, tracking and maintenance of all watch center award allocations

July 1991 – July 1996 NSA, RF Systems Ft. Meade, MD Annapolis Junction, MD


Provided support to the Chief and D/Chief, RF Systems and a group of 40 individuals. Responsible for typing memoranda, filing and personnel actions. Prepared all necessary clearance paperwork, visitor requests and badge requests for both government and contractors the work center supported. Maintained work center files, calendars and all incoming correspondence. Served on the office awards board and worked with a team of 2 other admins to create a Standards of Operation Procedures guide for all incoming directorate level personnel. Developed and instructed an informal class for group employees on how to properly use the new Defense Civilian Payroll System.

Nov 1990 – July 1991 NSA, Security Awareness Ft. Meade, MD Annapolis Junction, MD

Work Study/Security

Provided support to M56, Security Awareness Team. Trained to do input on the M5 computer system generating Unofficial Foreign Travel Requests. Responsible for debriefing NSA employees leaving the Agency, making sure all paperwork was filled out correctly and out processing individuals. Trained in administering Courier and HAM Radio security briefings. Also supported the M5612 Special Access division. Responsible for the input of all special access agency briefings into the M204 system. Assisted with the Special Access Briefing Program two days a week, receiving and sending 50 – 100 personnel and administering their special access briefings.

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