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Customer Service Manager

Alexandria, Virginia, United States
75 to 85 k
August 28, 2018

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Susan R. Moore

**** ******* *** **********, ** **315~ 571-***-**** ~


Oversees the functions for a major group or office; thrives in a fast-paced work environment, Posses excellent customer service skills (internal and external); Utilizes within teams, strong decision-making skills, as well as leadership skills.

IST/CACI/MITRE/GDIT/Anteon Corporation 2002-Present

CACI Security Processing Site Manager Chantilly, VA

Administers routine aspects of industrial security program to ensure compliance with Government and company security policies and procedures.

Prepares and process security clearance request, operat3s electronic fingerprinting equipment.

Establishes and implements best practices for identifying and protecting PII, property, and operations materials.

Administers policies and procedures for analyzing and evaluating employees/candidates, for employment and other person having or proposed to be granted access to secured information.

Assist staff/employees/candidates in determining classification authority and review plans for document and access controls, transmissions of sensitive PII materials.

Conducts training programs for onboarding of new team members.

Completes administrative task assigned.

MITRE/GDIT/Anteon Corporation

Facilities Manager

Performed property management functions for a 274,000 Sf commercial office building.

Building liaison between client and property manager.

Send building notices to employees/staff of upcoming activities/maintenance/repairs, and life safety repairs in the building.

Supervised a staff of 4 to 10 employees, whose functions included mailroom services, copier services, office supplies, general maintenance assistance, and various administrative duties.

Recommends and initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development and work production.

Address performance issues and makes recommendations for salary increases, transfers and terminations to HR.

Directs/coordinates office moves, general maintenance, and other facilities functions, including preparing cost estimates, bid sheets layouts and requisitions.

Scheduled general building maintenance, scheduled repairs and ensured that potential safety hazards are address in a timely manner.

Monitored facilities function for effectiveness; includes task coordination, vendor contract review and maintenance

Maintained communications with building owner to ensure that the building was maintained and operated in a safe and efficient manner.

Served as point of contact for corporate insurance, including responding to questions, maintain Certificates of Insurance, and completing applications for Non-Rup agreements.

Maintained communications with building owner to resolve tenant/customer service problems by clarifying the tenant/client complaint, determine the cause of the problem, selecting and explaining the best solution to solve and expedited correction/adjustment; follows up to ensure proper resolution.

Maintains and updates occupancy records; provides information to accounting for allocation billing.

Determines space requirements and provided recommendations to upper management to ensure provisions of appropriate office space, furniture and equipment for effective facilities operations.

Coordinates with outside contractors and vendors to ensure cost effective contracts are in place for supplies and equipment.

Supervises routine movement of people to new office space to ensure minimal hindrance to business operations.

Supervises and provides specifications for various construction projects and to ensure all safety measures and precautions are to code and followed.

Handles all internal space repairs that are responsibility of the lease holder; such as carpet repairs, plumbing, electrical, painting, and life safety equipment.

Hold weekly meetings with contractors while construction projects are in process and hold them accountable to the original timeline submitted at beginning of project.

Inova Fairfax Hospital 2012-Present

ED Registration Coordinator ~ PT Fairfax VA

Supervises ED registration staff of 72 employee; recommends and initiates the selection and hiring of employees; monitors training and evaluates employees to enhance their performance, development, and work productivity.

Addresses performances issues and makes recommendation for personal actions to Senior ED Registration Manager.

Greets patients and families, initiates the medical record, both written and electronic.

Responsible for quality patient registrations by obtaining through and accurate information in a timely and efficient manner along with entering data correctly into the Epic system.

Obtains required signatures, assembles patient file, directs or escorts patient to appropriate departments.

Provides excellent customer service/support to our patients/family members, co-workers, and clinical staff me members.

Audits registration files for accuracy and produces weekly report to ensure registration team is aware of errors and assist team members on corrections to prevent future errors.

Holds daily huddles to promote safety/team building /morale in the work place and assist with previous day concerns and complaints within staff.

Helps train and assist employees with collections of co-pay/co insurance monies for visits and seeing that monies are recorded properly and secured in safe.

Encourages teamwork, and support within each employee to rely on each other and work stronger together.


Microsoft Office Professional Office

Windows (NT, 95/98/00/03/07/10 enterprise)

AutoCAD LT 2006

UPS, FED EX, US Postal systems

Currently holding active Security Clearance in JPAS

Lean Six Sigma Green Belt Trained

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