Customer Service Sales

Location:

Silver Spring, MD

Salary:

140000.00

Posted:

July 11, 2018

Contact this candidate

Resume:

DANIEL D. HILL

**** ****** ****** ***, **** Springs, MD 20746

Phone: 202-***-**** E-Mail: *************@*****.***

OBJECTIVE/SUMMARY:

Experienced supervisor and subject matter expert within the field of Budget/Finance, Customer Service, Administration and Project Management. Knowledgeable in lending, investments, cash consultation counseling, and customer service coaching, profit and loss, and event planning and coordination. Knowledge and skill in problem solving, decision making, managing multiple projects simultaneously.

Strong analytical skills and advanced knowledge of Microsoft suite, including Sun Flower, HRMS/HRIS, Management Analysis & Reporting System (MARS), National Finance Center (NFC), WebTA, HR Connect, Recruitment Analysis Data System (RADS), PPS, and CAPS, MS Word, Calendars, Excel, PowerPoint, CBS, MARS, Lotus Notes.

EDUCATION

University of the District of Columbia Washington, DC

Degree: Political Science

Graduation: December 2018

University of the District of Columbia Washington, DC

Study Abroad: Italy (Rome, Venice, Florence) Politics and Religion

Completed: March 2018 Politics and Religion

University of the District of Columbia Washington, DC

Degree: Liberal Studies

Graduation: May 2017

Columbia College Chicago, IL

Major: Business Administration

Minor: Vocal Performance/Music Business

Parkland College Chicago, IL

Major: Bachelors in Business Management

WORK EXPERIENCE

Rigil Corporation/ National Oceanic & Atmospheric Administration (NOAA)

Contractor (Budget Technician)

March 2017 – Present

Silver Spring, MD

40+ hours/week

65k / Annually

Leading the general funds appropriation team during the apportionment process, rescission reductions and program, project, and activities for all appropriations

Reviews and edit budgets, actual cost versus proposed estimated cost, and variances submitted

Developing policy and procedural guidance for management of budget execution, funds execution, and financial reporting.

Serving as the technical expert regarding the execution of the general funds appropriation including the development of budgetary policy and procedural guidance for the account managers.

Soliciting, reviewing, analyzing and evaluating budget estimates for submission in NOAA, OMAO, CPC and Congressional budget requests, Financial Plans, and funding allocations documents.

Providing full spectrum of management services, including budget execution, management and funds status reporting, program/project/activity analyses, statistical analyses, and allocation and reallocation of general funds.

Develop proposed appropriation language in support of new or revised program and budgetary requirements.

Researching and conducting analysis of contract law and funding law, and determining the effect on policy, standard operating procedures and training materials.

Serve as the policy and planning authority and expert advisor on management functions or major extramural program.

Develop and implement policies.

Researching and assisting in developing training materials related to the financial activities associated with budget development and management, travel, purchase card, and contracting

Oversee complete integration of environmental planning with program planning and execution.

Evaluate pending or new legislation, regulations, Executive Orders, and policies to identify deficiencies, implement measures that adapt current approaches and practices to satisfy new requirements.

Develop and implement improvements to increase compliance program efficiency and effectiveness while maintaining the highest standards.

Analyzes and forecasts for customers such as the agency, private industry, and the public their demands for goods and services and for changes in nature, type, and cost of goods and services.

Performing property custodial or similar duties that support the U.S. government or commercial business policies and procedures.

Researching and assisting in developing financial, travel, and purchasing standard operating procedures

Ensuring the public and/or management's trust regarding property accountability and safeguarding.

Maintaining records for the purposes of ensuring property is reconciled within a property management system and passing inventory audits.

Developing reports for the purposes of providing status on property activities, actions, and issues.

Advise managers on appropriate budgetary action to be taken to meet agency needs, makes recommendations affecting substantive programs.

Analyzing the relative costs and benefits of alternative program plans.

Preparing allotments and sub-allotments of funds for distribution to program managers.

Checking the propriety of obligations and expenditures.

Analyzes, monitors, and tracks expenses and net operating result of assigned areas to insure sufficient, proper distribution and utilization of funds throughout the execution phase of the annual budget

Providing guidance concerning the legal and regulatory aspects of the acquisition and use of funds for program and administrative purposes.

Advising managers on appropriate budgetary action to be taken to meet agency needs.

Performing associated budget work for programs and/or organizations with substantive programs with varying objectives.

Initiating judgment, and originality researching and interpreting national policies and legislation.

Advising officials of the current status of agency programs.

Responsible for the programming and budgeting functions of highly complex programs Nationwide in scope, and affecting several programs and other agencies.

Provides expert advice and guidance on the interpretation of all aspects of Congressional legislation, regulatory directives and procedural requirements regarding formulation and justification of assigned programs; performs presentation and execution of assigned Congressional legislation.

Performing property custodial or similar duties that support the U.S. government or commercial business policies and procedures.

Ensuring the public and/or management's trust regarding property accountability and safeguarding.

Maintaining records for the purposes of ensuring property is reconciled within a property management system and passing inventory audits.

Representing Human Resources Management (HRM) with senior program office leadership in defining and designing organization structures.

Develops long-range program and budgeting plans to support the NWS, OAR, NESDIS, FISHERIES, USAO, NOS mission; provides expert budget execution direction to programs through continual analyses and interpretation of Congressional legislation and OMB directives.

Establishes and maintains continuous liaison with technical staff, counterparts, and higher authorities on all program and budget formulation and execution matters to ensure continuity of efforts in attaining objectives.

Ensures the organization's strategic plan, mission, vision, and values are communicated to the team, and integrated into the work plans.

Evaluates and submits trust and/or federal monthly reconciliation reports detailing appropriations, revenues, encumbrances, expenditures, and available balances. Identifies discrepancies and/or errors within the quarter the error occurred

Procuring items or services with specialized requirements including complex electronic systems; equipment and system operations, maintenance and repair; supply and production items; various support services; aircraft/vessels parts, etc.

Analyzing requirements, recommending revisions to the statement of work or specifications and deciding on the type of contract, milestones, and acquisition plans.

Preparing solicitation documents and incorporating appropriate contract clauses, such as cost accounting standards, testing procedures, cost escalation factors, firm-fixed price, fixed price incentive, cost-plus-award-fee, cost data requirements, etc.

Analyzing bids/proposals and performing cost/price analyses to determine reasonableness; developing new and innovative contracting approaches and serving as a lead negotiator on developing a negotiating strategy.

Analyzing and evaluating cost-related areas of complex solicitations for pricing structure and instructions to the offeror.

Gather and analyze evidence, write clear, concise audit reports, memoranda, and other documents.

Performing associated budget work for programs and/or organizations with substantive programs with varying objectives.

Initiating judgement, and originality researching and interpreting national policies and legislation.

Advising officials of the current status of agency programs.

Bank of America

Assistant Vice President

March 2015-May 2016

Washington, DC

50+ hours/week

85k/Annually

Directly and indirectly supervised teams of over 20 specialists, tellers and financial consultants at two banking centers with $56B and $46B in deposits respectively. Planned, organized and oversaw activities in sections including audit and compliance, cash handling, platform, and cash control. Developed goals and objectives that integrate personal and professional goals. Established, revised and reviewed policies, procedures, organizational objectives, and organization design for the staff, as necessary to eliminate work problems or barriers.

Implemented SMART plans for customer service, audits, and performance metrics that resulted in transition from failing rating to second-highest performing branch in the Washington, DC Metropolitan Area. Received incentive regional and market level recognition.

Provided subordinate supervisors and staff with direction and advice regarding policies, procedures and guidelines. Reviewed and structured organization to optimize use of resources and maximize efficiency and effectiveness of the organization. Planned and scheduled work in such a manner that promotes a smooth flow and even distribution.

Accepted, amended, or rejected work of subordinate supervisors. Reviewed work and management techniques of subordinate supervisors and implemented accountability measures. Made decisions and provided recommendations on the hiring process. Responsible for the hiring and firing of individuals.

Provided formal and informal training and development to subordinate supervisors. Developed an exclusive developmental plan for training purposes. Conducted yearly performance evaluations and provided quarterly feedback to employees and subordinate supervisors. Explained performance expectations. Developed, reviewed and revised a Performance Improvement Plan (PIP) for employees, as necessary.

Experience determining operations when difficult and questionable phases of malfunctions are found.

Experience which required significant and concrete work accomplishments (i.e. special projects, working groups, or detailing assignments) involving interpersonal contacts in a quality assurance or related field.

Experience in dealing with management principles and supervisory responsibility for the function required by type of position to be filled and the organization involved

May lead recruitment and selection efforts and refer suitable candidates for job level appropriate positions.

May assist with processing new hire actions and answering inquiries from managers and employees pertaining to HR transactions.

Participates and interfaces with classification/compensation to track new and revised positions.

Prepares new employee paper work, sets up official employee HR files, coordinates new employee orientation and participates in orienting new employees.

Completes I-9 employment eligibility through e-Verify and background checks.

Assists with conducting research and verifies records, and processes service computation date reports.

Drove sales metrics for two banking branches, including account acquisition for new households, lending, investments, cash consultation counseling, customer service coaching, operations, ATM management, and branch cash distribution.

Supported the organization’s Equal Employment Opportunity (EEO) program through allocation of personnel to participate in community outreach and recruitment programs. Addressed subordinate concerns, whether perceived or real, and followed up with appropriate action to correct or eliminate tension in the workplace.

PNC Bank/PNC University

Regional Facilitator

April 2012-March 2015

Washington, DC

40+ hours/week

55k/Annually

Taught interview coaching techniques and interview preparation skills for specific positions. Taught research analysis, network building, and personal branding.

Analyzed an assortment of positions, clients and their abilities to ensure proper staffing of 200 client accounts per day. Submitted 125 candidates for clients’ positions each week and set up interviews.

Anticipated and recommended best practices to improve training programs, training environments and company performance. Collaborated with others to plan and design courses and curricula; ensured accuracy of content and tested multimedia elements.

Conducted needs assessment on request from business unit management to provide customized training or individual guidance to improve and develop performance. Developed and enhanced training content and technique to ensure that learning objectives met training requirements.

Experience in researching and assisting in developing financial, travel, and purchasing standard operating procedures; and

Designed, developed, and facilitated targeted team building exercises to address employee engagement issues. Created reference and support tools to reinforce training.

Administers and coordinates staffing and recruitment activities utilizing the Applicant Tracking System and other technology.

Assists in the University's recruitment and placement services. Answers questions relating to appointments, processes and status of job openings and positions.

Researching and conducting analysis of contract law and funding law, and determining the effect on policy, standard operating procedures and training materials.

Experience in researching and assisting in developing training materials related to the financial activities associated with budget development and management, travel, purchase card, and contracting

Posts new job openings and attends community and/or diversity organizations, colleges, and local employment driven events and job fairs for presentations, recruiting and promoting our employer brand.

Assists with day-to-day human resources transactions and tasks.

Facilitated and trained multiple, diverse courses for large and small groups including other trainers.

Facilitated classroom interactions to ensure optimum engagement levels from participants.

Identified and recommended new and novel training approaches and modalities. Implemented most effective instructional approach via virtual instructional led training (VILT) or instructional led training (ILT).

Coordinating with other HRM subject matter experts, such as classification and position management, labor and employee relations, staffing specialists and policy in support of ongoing consultative services with several different program offices to determine their most effective organization.

Experience in researching and conducting analysis of contract law and funding law, and determining the effect on policy, standard operating procedures and training materials.

Analyzes and forecasts for customers such as the agency, private industry, and the public their demands for goods and services and for changes in nature, type, and cost of goods and services.

Experience in researching and assisting in developing training materials related to the financial activities associated with budget development and management, travel, purchase card, and contracting

Applying critical thought to plan, organize, coordinate, and execute complex, agency-level long and short range strategic and risk-based operation plans in support of homeland security operations.

Advising management on a wide range of complex program activities requiring application of qualitative and/or quantitative methods for assessing complete management processes.

Understanding the policies and procedures for maintaining the Table of Organization including data quality and common terminology; and identifying and extracting appropriate data from available workforce information systems for analytical purposes.

Creating management strategies and assisting program offices in building communication plans to support major organization changes;

Experience in researching and assisting in developing financial, travel, and purchasing standard operating procedures

Developing reports for the purposes of providing status on property activities, actions, and issues.

Served as liaison between product owners and operations to maintain a consistent focus for a variety of initiatives using diverse communication methods.

Advising managers on appropriate budgetary action to be taken to meet agency needs.

Reviews and edit budgets, actual cost versus proposed estimated cost, and variances submitted

Gather and analyze evidence, write clear, concise audit reports, memoranda, and other documents.

Performing associated budget work for programs and/or organizations with substantive programs with varying objectives.

Initiating judgement, and originality researching and interpreting national policies and legislation.

Advising officials of the current status of agency programs.

Managed preparation of training materials, resources and course content from conception through production. Planned, coordinated, managed and delivered training programs, on technical and soft skills, skill builder and member services.

Experience, education, or training involving planning, developing, or administering quality assurance programs (i.e., supporting the development, acquisition, production, use, maintenance, storage, and supply of products concerned with the systematic prevention of defects and non-conformances, the identification of unsatisfactory trends and conditions, and the correction of factors which may contribute to defective items). Experience using computer and automation systems.

Responded to and resolve training related issues and inquiries.

Tracked, measured, evaluated, analyzed and provided feedback on the effectiveness of training programs and trainee performance to ensure learning objectives are achieved.

Education, or training involving a thorough knowledge of product or range of products involved, the manufacturing methods and techniques, special processes, test and performance requirements;

developing plans and programs

Experience possessed by an expert in the area of specialization able to give technical direction to otherwise competent workers.

Train employees on the concepts, products, policies, procedures and equipment used in the position

Assist in determining user requirements, appropriate work flows, and other system requirements

Conduct leadership presentations and/or training for various groups including executive leadership

Conduct research and analysis of requirements and processes

Identify and develop recommendations for business process improvement

Measure, develop, mentor and counsel trainees

Refers suitable candidates to managers for consideration. May conduct phone screens and reference checks.

May lead recruitment and selection efforts and refer suitable candidates for job level appropriate positions.

May assist with processing new hire actions and answering inquiries from managers and employees pertaining to HR transactions.

Participates and interfaces with classification/compensation to track new and revised positions.

Prepares new employee paper work, sets up official employee HR files, coordinates new employee orientation and participates in orienting new employees.

Serve as liaison regarding program compliance, procedures and training issues

Set performance standards and expectations

Completes I-9 and EEVemployment eligibility through e-Verify and background checks.

Assists with conducting research and verifies records, and processes service computation date reports.

Certifies and prepares employment verification forms.

Perform other duties as assigned

PNC Bank

Branch Manager

April 2011-April 2012

Washington, DC

40+ hours/week

50k/Annually

Planned, organized, and oversaw the daily activities of the branch. Developed goals and objectives for all positions within the branch. Oversaw the work and responsibility of up the 15 employees.

Was ultimately responsible for driving the branch’s performance results with a strong individual sales performance and through direction and leadership. Conducted outside sales efforts to bring in new primary relationships, while maintaining and expanding existing personal and business banking relationships.

Reviewed work and management techniques of subordinate supervisors and were held accountable for actions taken and advice provided by staff of subordinate supervisors.

Was held responsible for employee relations, hiring, terminating, training and coaching employees.