Customer Service Management

EXPERIENCE:

June **** – Present: Management and Program Assistant GS-0344-07 step

US Coast Guard, Finance Center, 1430-A Kristina Way, Chesapeake VA 23326

Supervisor: Gwendolyn Theus Tel: 757-***-****

Weekly Hrs Worked: 40

Job Summary:

Approximately 95% of my position here at the Coast Guard Finance Center consist of participating in on-site audit of the Collection Centers (CC) reviews for collection procedures in order to ensure conformance to established policies and guidelines in accordance with (COMDINST M7042.1). I provide formulated final reports to the Commanding Officer which identify various internal control weaknesses and offer recommendations for corrective action.

To prepare for Finance Center on-site audits I coordinate with Project Managers and provide various reports from the Merchant Mariner License and Documentation (MMLD) system to verify all services rendered and fees received; Pay.gov in support of reconciliation of user fees paid on-line; and other reports pulled from Marine Information for Safety and Law Enforcement (MISLE) to verify overseas inspections completed by the Coast Guard Vessel Inspection Offices.

I conduct Post-Payment Audits and Custom Border Control (CBP) for 7 Coast Guard Districts including the Chesapeake Finance Center. The Chesapeake Finance Center is Coast Guard District 13; which consist of 1,700 men and women and approximately 1,200 purchaser card holders. I review and verify documentation received from purchase card holder’s transactions (300-500 weekly) through the Consolidated Billing System (CBS). Provide documentation (via email/fax) to cardholders and approving officials for transactions that do not satisfy audit requirements. Assist Program Management Analyst with all audit findings, like possible fraudulent charges, and cardholders over limits. I download and create spreadsheets in EXCEL submitting weekly to upper management for their perspective agencies. Ona monthly basis I recommend suspension of 200 -300 cardholders and 100-200 administrative officer purchase card authority for non-compliance to Department of Homeland Security (DHS) Purchase Card Regulations. Additionally, recommend 350-450 cardholders and 200-300 administrative officers suspending purchase card authority, quarterly for non-compliance to DHS Purchase Card regulations. Monthly reports (EXCEL) are provided to Headquarters Coordinator in Washington, DC for their review. Brainstorm with team members and supervisor to create new/more manageable auditing processes. Complete knowledgeable of Department of Homeland Security (DHS) Purchase Card Manual, U.S. Coast Guard Finance Center Standard Operating Procedures (SOP), Federal Acquisition Regulation (FAR), and Financial Resource Management Manual (FRMM).

Participate in the in brief and out brief process with supervisors and senior management to explain the purpose and subsequent results of review.

Another important aspect of my position consist of assisting management in providing program guidance on user fee collection policy and procedures to the Regional Exam Centers (REC), the National Pollution Fund Center (NPFC), the National Vessel Documentation Center and the Overseas Vessel Inspection Units (OVIU’s); collectively referred to as Collection Centers (CC’s).

Assist in reviewing collection documentation maintained and processed at the FINCEN for the purpose of determining appropriateness of procedures followed by CC’s and FINCEN (OGR) personnel for processing and recording deposit activity associated activity associated with user fee collections.

Extract collection data from Core Accounting System (CAS) in order to reflect associated collection history and timeliness of deposits and general ledger postings for each CC.

I’m and expert with EXCEL Software utilizing it daily to maintain spreadsheets and monthly reports that reflect collection history for each Collection Center (CC)..

Acquisition Procedures Handbook. Each Manual provides policies, guidelines and regulations for the mission. Additionally, serve as assistant to Project Manager in his/her absences.

Yearly, because of my expertise, I assist the Account Payable Accrual Estimate team which is part of the Internal Control Analysis Section. Several high-level initiatives including the project management for the AP Estimate, is an in-depth analysis that forms the basis of the CG’s year-end accrued payables. The analysis during the FY require testing in over $300 million in payments found in 1200 expenditure transactions consisting over 30 document types.

I’m responsible for year-end Accounts Payable (AP) accrual estimates. After validation, the results of the review are used to estimate the AP accrual for the upcoming year. With this audit procedure, the objective of USCG’s sampling method is to select a representative random sample of payments whereby the results can be extrapolated to provide a statistically valid estimate for select document types (Doc Types or DT) within the accrual population.

The final FINCEN Accounts Payable (AP) accrual estimate is comprised of two amounts: 1) the accrued amount for the tested Doc Types, which is a percentage of the undelivered order (UDO)-unpaid balance and 2) the accrued amount for the non-tested Doc Types, which is a monthly average. The FINCEN AP accrual is calculated for Core Accounting System (CAS) balances only

Collateral Duty Experience:

Coast Guard Finance Center Equal Employment Opportunity Counselor [Sept 2003-2005]

Member of the United States Coast Guard Equal Employment Opportunity Counseling Team.

Attempt to find solutions to problems that are satisfactory to all parties concerned, at the lowest level with the organization.

Advice parties of all Alternative Resolution Dispute avenues available. If a solution cannot be found, advise employee of their rights and the procedures to file and official written complaint.

Initiate detailed fact finding procedure surrounding the allegations of the case.

Formally inform proper personnel of findings so the complaint can be forwarded to the next level of adjudication.

Quality Management Board Chairperson

April 2007-2010

Quality Management Board Co-Chairperson

April 2005-2007

The Quality Management Board consists of employees from the various divisions within the USCG Finance Center, for over 400 Coast Guard personnel. This board identifies, addresses, and provides potential solutions to a variety of employee and/or environmental issues or concerns at the Command.

ACCOMPLISHMENTS:

Continually the go-to person to train new employees on various systems and accounting procedures.

Recommended and volunteered to cross train employees in other departments of the Accounting Operations Division & Internal Controls within the Coast Guard Finance Center.

Received numerous awards for “Outstanding Customer Service” within the organization providing excellent customer service and audit recommendations throughout the field and within the Internal Controls Branch.

I was selected “Outstanding Leadership” from the Coast Guard Finance Center’s Command Quality Management Board (QMB) and selected for Group of the Quarter July 2012.

EDUCATION:

Commonwealth Community College Richmond, VA Business Major

Graduate School (GS) Washington, D.C. Leadership Development

Aspiring Leader Program, Graduate Certificate 2009

Marshall/Walker High School Richmond, VA, High School Diploma

COMPUTER SKILLS & ABILITIES:

Microsoft Office Suite (Excel, Word, & PowerPoint)

ORACLE

Financial & Procurement Desktop (FPD)

Customer Service

Automated Accounting and Financial Systems

Account Reconciliation Problem Solving

Core Accounting System (CAS)

Consolidated Billing System (CBS)

TRAINING:

Federal Acquisition Regulation (FAR)

Consolidated Billing System (CBS)

Core Accounting Systems (CAS)

Financial & Procurement Desktop (FPD)

Developing Effective Communication Skills

Advanced EXCEL Training

Leadership and Management

Quality Management Board (QMB) Co-Chairperson

GS Graduate School USDA (EEO Refresher Course)

Electronic Transportation Acquisition (ETA)

Coast Guard Oracle Financials System (CGOF)

GS Graduate School USDA (Basic EEO Counseling)

HONORS, AWARDS, SPECIAL ACCOMPLISHMENTS:

CFO Award 2013, 2014

Certificate Award 25 Year Service, USCG

Quality Step Increase

Incentive Award (40 HRS)

On- the- Spot- Cash-Awards

Letter of Appreciation Outstanding Service

Letter of Appreciations for Customer Service and Problem Solving

Career Enrichment Course

Certificate – Meeting Management

Certificate - Microsoft Access

Certificate - Taking Care of People

A-123 Documentation Training – Internal Control 8 CPE

Creating Exceptional Value in Public Sector Financial Management – AGA 12 CPE

Practical Guidance for Auditors and Management in Effectively Assessing Risk and Control – AGA

Certificate – Serving Your Internal Customers

Certificate – The Individual’s Role in a Team

Certificate – You and Your Time

Certificate - Developing Effective Communication Skills

Certificate – Lean Six Sigma Overview

Certificate - Excellence in Achievement Leadership and Management School (LAMS)

Selected to Participate on the Climate Survey Focus Group

Selected for Group of the Quarter

Performance Award for Exceeds (Highest) Rating

REFERENCES: Provided upon request

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