Customer Service Human Resources

JAMES H. THOMAS, SR.

***** **** ****** ******, ** Paso, TX 79938 C: 915-***-****

**************@*****.***

ADMINISTRATIVE SPECIALIST GS 0301-9

HUMAN RESOURCES SPECIALIST GS 0203-7/9

Military Retiree with over 15 years progressive management experience aggressively transforming Human Resources and Administrative operations from poorly executed to highly commended programs. Takes initiative in leading cross-functional teams to spearhead internal programs, including training and development initiatives, as a means of strengthening workforce efficiency and bolstering productivity across the board. Demonstrated ability to oversee budget management initiatives, forecasting, and tracking of expenditures to ensure that established budgets are not exceeded. Excels at producing timely deliverables and performance related data in order to allow adequate monitoring, oversight, and performance measurement of support services. Devoted to the development of new ideas and harnessing divergent points of view to achieve continuous improvement in service delivery capabilities and highly energized staff performance.

PERFORMANCE STRENGTHS

§Customer Service

§Personnel Management

§Performance Management

§Strength Accountability

§Labor Planning & Allocation

§Workforce Management

§Budget Planning & Control

§Resource Management

§Program Management

§Logistics Management

§Policies & Procedures Development

§Staff Training & Development

§Reports & Presentations

§Interpersonal Communications

§Composite Risk Management

§Conflict Resolution

§Internal Control Development

§Document Quality Control

§Office Automation

§MS Office Applications (Excel, Word, Outlook, And PowerPoint

ACTIVE SECRET CLEARANCE

U.S. ARMY WORK HISTORY

Department of Defense, U.S. Army 01/2015-PRESENT

PASSPORT SPECIALIST- MILITARY 60 hours per week

Fort Bliss, TX 79916- 0058 Salary: $54,396.00 per year

Supervisor: Merteen S. Thornton, 915-***-****, *******.*.********.***@****.***

SCOPE OF DUTIES: Hand selected by the organization's senior leadership team to serve as the installations military passport agent. Provides counsel to military service members and dependents on passport and visa requirements and processes an application for official passports and visas in accordance with Department of Army regulations and Department of State Passport Agent's Manual. Plans, schedules, and prioritizes the work of subordinate staff and adjusts assignments as needed. Monitors the overall quality of work of the team by periodically reviewing the performance of each subordinate employee, including a thorough review of over 3,000 adjudicated applications and 1,300 expedited applications before issuance.

PASSPORT APPLICATION QUALITY CONTROL: Verifies passport and visa requirements and maintains suspense control of passport applications to ensure the timely follow-up to determine status of pending cases; controls passports returned to installation and ensures that dependent passports are not released to individuals until dependent travel is authorized by overseas commander; establishes the identity of the passport applicant; assures that DD Form 1056, "Application for Issuance of No-Fee Passport”, has been properly completed, issued by proper authority, and that birth and citizenship evidence and photos are appended. Process requests for passports and visa to the State Department. Performs internal administe-rative functions such as maintaining standard files relating to the movement of personnel.

PASSPORT FRAUD PREVENTION: Works with Fraud Prevention Manager (FPM) to provide guidance on analysis and evaluation of suspected fraudulent passport applications. In conjunction with the Customer Service Managers (CSMs), maintains liaison with acceptance agents (clerks of court, postal service officials, military agents) to ensure that subordinate staff are providing timely and accurate technical advice.

Department of Defense, U.S. Army 08/2013-12/2014

SENIOR HUMAN RESOURCES SPECIALIST 60 hours per week

Fort Bliss, TX 79916- 0058 Salary: $54,396.00 per year

Supervisor: Patrick Holstad, 915-***-****, *********@*****.***

SCOPE OF DUTIES: Recognized as subject matter expert in Human Resources for a company of 462 employees. Served as the administrative advisor to command leadership on monthly personnel reports, weekly staff updates on personnel and finance actions, evaluations, awards, promotions, and reassignments. Supervised the administrative processing procedures for four subordinate employees and five administrative departments.

CONFLICT RESOLUTION & ADMINISTRATIVE PROGRAM RESTRUCTURING: Selected to replace the current HR manager in order to assist an organization that faced consistent failed inspections leading to the pending shutdown of several auxiliary operations. Initial observations revealed severe system violations with administrative action processing and federal regulation adherence. Quickly identified points of friction between department staff and internal customers developing training in order to provide conflict resolution, improve the sections overall customer service, and performance. Developed standard operating procedures and subsequent on the job staff training for several failed departmental service areas including leave, finance, personnel actions, and memorandums. Within 90 days, program improvements and quality focused leadership resulted in 100% tracking of all actions, improved customer service and energized department morale.

Department of Defense, U.S. Army 09/2012-08/2013

SENIOR HUMAN RESOURCES SPECIALIST 60 hours per week

Camp Humphrey, Republic Of Korea Salary: $54,396 per year

Supervisor: Carlos Simmons, 434-***-****, ******.*******@******.***

SCOPE OF DUTIES: Responsible for personnel management readiness, and accountability of 314 employees in three geographically dispersed locations. Provided monthly personnel reports, weekly staff updates on personnel and finance actions, evaluations, awards, promotions, and reassignments. Provided direct supervision for five subordinate employees and two foreign national employees.

PERSONNEL STRENGTH MANAGEMENT: Upon assignment to the organization, championed the execution of a revamped Defense Readiness Reporting System, Army (DRSS-A). Completed a 90-day assessment revealing poor resource and manpower management issues within the organization. Analyzed the organization's current strength management records for three geographic locations and devised a systematic plan to reallocate qualified personnel to critical positions within the organization. Devised standard operating procedures for all personnel incoming to the country in order to maintain readiness postures. Increased the organizations failing manpower and equipment inspection readiness from 69% to 92% setting the standard for Human Resources personnel three management levels above position.

BUDGET FORCASTING & SUPPLY MANAGEMENT: Chosen to replace existing supply manager in order to regulate organizational spending in a time of fiscal austerity. Kept the organization under its operational budget by developing a system to forecast reoccurring supply needs. Managed spreadsheets with a ratio of personnel strength to ordered, issued, and supply shortages. Independently processed supply orders for the entire organization. Strong emphasis on conserving limited Army resources resulted in considerable cost savings to the unit and the Army supply system.

PUBLICATIONS MANAGEMENT: Served as a Publications Specialist providing a variety of administrative and publication type support for the organization. Maintained all publications and forms including supply, awards, equipment manuals, forms, organizational charts, office symbols, and a variety of local administrative publications. Evaluated the content and organization of publication to ensure that technical information was presented in the most efficient style to enhance readability and usability. Initiated and maintained contact with all management levels for the purpose of locating, reviewing, and correcting existing or potential problems on publications.

Department of Defense, U.S. Army 11/2010-07/2012

SENIOR HUMAN RESOURCES BRANCH SPECIALIST 60 hours per week

Fort Hood, TX 76544-5000 Salary: $54,396 per year

Supervisor: Tiffany Hines, 270-***-****, *********@*****.***

SCOPE OF DUTIES: Responsible for providing human resources support to 7 subsidiary organizations consisting of more than 20,000 employees. Processed organizational and individual awards, Congressional Inquiries, line of duty investigations, and unqualified resignations. Directly supervised the work of a staff of seven employees. Coordinated and planned operations based on guidelines from echelons above the organization.

ADMINISTRATIVE SYSTEM QUALITY CONTROL: Upon assignment to the organization an initial 90-day assessment revealed a personnel awards and actions processing system with an encumbering 2-3 day turn around on transactions between overseas locations and national offices. Presented findings to department officials and developed recommendations for system changes. Subsequently developed customized system populated records automatically and saved research time allowing for a same day turn around on personnel actions increasing department accuracy and actions processing. Worked directly with system developer to self-train and establish standard operating procedures for the custom system. Trained 6 subordinates on the integration, operation, and maintenance of the system dramatically improving the departments’ production quality and internal customer service.

ORGANIZATIONAL BUDGET MANAGEMENT: Based on a solid track record of reliable performance, chosen to serve outside of primary duties as the Division Administrative Department Billing Official. Spearheaded the purchasing, receipt, and maintenance of equipment valued at more than $250,000. Managed, maintained, and performed quality control on all organizational supply and administrative publications orders. Ensured complete and accurate order forms to respective suppliers. Oversaw budget accountability and held subsidiary companies responsible for adhering to cost-effective supply management.

Department of Defense, U.S. Army 02/2010-11/2010

PLANS AND OPERATIONS PROGRAM ASSISTANT MANAGER 60 hours per week

Fort Hood, TX 76544-5000 Salary: $49,575.60 per year

Supervisor: Tiffany Hines, 270-***-****, *********@*****.***

SCOPE OF DUTIES: Trusted advisor to the Division Adjutant General in supporting the personnel operations for more than 20,000 employees. Assisted in planning, coordination, and execution of personnel-related tasks and deployment/redeployment preparation for all subsidiary organizations. Directly oversaw the work of 31 departmental employees. Lead additional administrative programs to include but not limited to Army Emergency Relief, Combined Federal Campaign, and Voting Assistance Program.

EMPLOYEE TRAINING & DEVELOPMENT: Selected to spearhead the organizations efforts to assist the U.S. Census Bureau in data collection upon arrival to the organization. Arranged classes to educate 180 employee representatives in Census law, ballot distribution, and collection and reporting procedures. Developed PowerPoint presentation of the curriculum. Scheduled and facilitated all related briefings. Oversaw the actions of 180 Census representatives in the collection of 20,368 ballots. Independently reviewed and reported ballot information to the U.S. Census Bureau.

PROGRAM MANAGEMENT: Led the Division voting program, ensuring 42 subordinate representatives were informed, educated and held accountable for their individual company voting programs. Maintained all appointment orders, program marketing materials, and program inspection records. Scheduled and provided on the job training for each representative. Performed scheduled and unscheduled inspections to ensure program procedures were being adhered to. Additionally maintained operational visibility of seven Common Access Card (CAC) machines and related equipment (printers, cameras, and scanners) for the division. Served as the link between the DEERS/RAPIDS and Manpower Defense Help Desks to correct any hardware, software, or sponsor record problems. Oversaw operator productivity in issuing CAC to military, civilian, and contractor employees. Attention to detail and meticulous oversight of scheduled/unscheduled repair management of equipment led to no loss of operational ability during assignment to the position.

Department of Defense, U.S. Army 11/2006-11/2009

SENIOR HUMAN RESOURCES SPECIALIST 60 hours per week

Fort Bliss, TX 79916- 0058 Salary: $49,575.60 per year

Supervisor: Willie Thomas, 803-***-****, ********@*******.***

SCOPE OF DUTIES: Provide personnel support to approximately 650 Soldiers; assisted in the training and professional development of seven employees. Served as the liaison between the Military Personnel Office (MILPO) and higher headquarters. Responsible for all e-MILPO transactions, in-processing, oversight of all finance transactions, awards, flags, promotions, employee performance evaluations, status reporting, and personnel actions.

WORKFORCE MANAGEMENT: Reduced e-MILPO processing time from 5 days to 1 in a high priority deadline focused environment. Upon assignment to the organization an initial observation and inspection of department operations revealed a poorly functioning administrative system. Personnel actions and reports were inaccurate, internal customer complaints and a lack of department accountability and familiarity with standard operating procedures were also evident. Spearheaded department reorganization beginning with leadership meetings with 3 levels of management to uncover historical issues with the personnel department. Reorganized staff assignments based on skill and performance, updated departmental standard operating procedures, trained staff on appropriate personnel tracking procedures using e-MILPO, and held the entire department accountable for providing exemplary customer service to the organization and its’ internal customers.

HUMAN RESOURCES TRAINING DEVELOPMENT: Hand-selected by senior organizational management over 15 peers to participate on an elite team assigned to revise the Warriors Leaders Course Program of Instruction at the Sergeants Major Academy. Under a 2 week timeline, reviewed out dated curriculum and training standards in order to draft and develop curriculum pertaining to real-time Human Resources operations. Completed curriculum was subsequently used to train the entire United States Army active, guard and reserve component employees.

POLICY & PROCEDURE DEVELOPMENT: In an effort to simplify Army equipment testing and administrative request processing, top performers assigned to the base were selected to develop and operate Fort Bliss’ first and only Personnel Services Delivery Redesign organization. Considered the human resources and administrative subject matter expert to the new evaluation task force. Worked three levels above pay grade in the detailed development of a now widely distributed standard operating procedure manual for all administrative aspects of military equipment testing organizations.

EDUCATION & TRAINING

§57 Semester Hours Completed North Central Institute

§Composite Risk Management: Fort Rucker, AL 2013

§Ethics Training for Acquisition Technology and Logistics: Fort Belvoir, VA 2010

§Senior Human Resource Management Course: Fort Jackson, SC 2009 (with a concentration in Human Resource Systems)

§Advanced Human Resource Management Course: Fort Jackson, SC 2007 (with a concentration in Personnel Management and Personnel Accountability Reporting)

§Supervisor Development Course: Army Institute of Professional Development, Fort Jackson, SC 2000

§Introduction to Personnel Development Course: Grafenwohr, Germany 1995 (with a concentration in developing junior personnel for military progression)

§Medical Assistant: Brightwood College- El Paso, TX 79936

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