Customer Service Administrative Assistant
Resume:
Susan L. Hulsey
Luray, VA ***35
W: 703-***-**** C: 540-***-****
Email: *********@***.***
Clearance: Active Secret
CAREER SUMMARY:
Administrative and Customer Service Specialist for the Department of Defense as well as 20 years of experience as a trainer and instructor to groups, national organizations, private businesses and US government contractors with domestic and international travel to on-site locations as a small business owner of a CPR/AED/First Aid training company. Public speaker, event organizer, volunteer worker, and adult and youth group facilitator. Currently attending Liberty University completing a Bachelor of Science degree in Business Management.
Office of the Administrative Assistant to the Secretary of the Army
Agency: Directorate of Executive Travel Passport and Visa Office, Fort Belvoir, Virginia
Position: Program Support Specialist; Customer Service, Reconciliation, Employee Council and Newsletter Editor
Grade/Salary: GS-7/$45,972
Dates of Employment: September 2018-present; 40 Hours per week Monday-Friday
Supervisor: Maurice Robinson 703-***-**** *******.*.*********.***@****.***
Program Support Specialist:
Serves as a program support specialist for the Department of the Army Passport and Visa Service Division. Gathers, analyzes and prepares official documentation for joint service members and their families stationed worldwide to facilitate authorization and issuance of official and diplomatic passports in accordance with Department of State and Department of Defense (DoD) regulations. Communicates extensively through diplomatic correspondences with Department of State and foreign embassies on all matters concerning the issuance of passports and visas in relations to executive overseas travel. Provides in person, phone and e-mail support to military and Department of Defense civilian personnel applying for official passports and visas, thus ensuring these military and DoD civilians are ready for deployment.
Customer Service:
Maintain a positive, empathetic and professional attitude toward customers at all times. Respond promptly to customer inquiries while acknowledging and resolving customer complaints. Keep accurate records of all customer interactions, transactions, comments and complaints. Ensuring customer satisfaction and helping DoD members receive their passports and visas in a timely fashion.
Reconciliation Specialist:
Reconcile monthly validation reports and inform State Department of discrepancies and disputes. Reviews, analyzes and interprets information submitted on forms, applications and documents to verify accuracy and correctness. Communication and providing guidance and administrative support to over 1200 DoD passport Agents in over 600 Passport and Visa acceptance Facilities worldwide. In 2018, corrected 7200 errors on DoD members passport applications, Reconciled 12,000 pieces of raw data a month for invoice processing and disputing applications for payment, and successfully disputed passport charges saving the DoD over $50,000.
Newsletter Editor:
Oversee the production of a quarterly DoD Passport and Visa Office newsletter that is distributed to 600 facilities and 1200 passport agents. Plan, organize, edit and write parts of the content of each newsletter.
Employee Council:
Create an environment that values and supports employee engagement and promotes a healthy organization by developing internal programs and events for Directorate of Executive Travel employees.
Office of the Administrative Assistant to the Secretary of the Army
Employer: IP Keys Technologies Inc. Stafford, VA working at the Office of Administrative Assistant to the Secretary of the Army (OAA), Directorate of Executive Travel, Ft. Belvoir, Virginia.
Salary: $53,000
Dates of Employment: July 2017-September 2018 40 Hours per week Monday-Friday
Position: Program Support Specialist
Supervisor: Megan Britton Telephone: 703-***-**** Email: *****.*.********.***@****.***
Supervisor: Edmund Snead Telephone: 703-***-**** Email: ******.*.*****.***@****.***
Reconciliation Specialist: Reconcile monthly validation reports and inform State Department of discrepancies and disputes. Reviews, analyzes and interprets information submitted on forms, applications and documents to verify accuracy and correctness. Communication and providing guidance and administrative support to over 1200 DoD passport Agents in over 600 Passport and Visa acceptance Facilities worldwide. In 2018, corrected 7200 errors on DoD members passport applications, Reconciled 12,000 pieces of raw data a month for invoice processing and disputing applications for payment, and successfully disputed passport charges saving the DoD over $50,000
Visa Letter Writer:
Maintain a high level of constant alertness to the possibility of fraudulent documentation or claims of identity. Review, analyze, and technically investigate legal instruments, information and supporting documents submitted on 100 forms and visa request applications on a weekly basis to verify accuracy and correctness. Exercise responsibility, as a visa letter writer, for quality control, quality assurance, and process compliance of 2000 visa request applications and the timely production of 1,500 visa request letters that indicate and collaborate the purpose of an individual applicant overseas travel. Advise management immediately of any issues or pending problems with the program management of the visa process
IPKEYS performance appraisals and incentive awards:
January 2018 was given a 33% pay increase for good performance
July 2018 was given a 27% pay increase for one-year performance review
Small Business Owner, Instructor, Public Speaker
Susan’s CPR4U LLC. Stafford VA
January 2002-present Part-time 8-20 hours per
Business Owner/Instructor Trainer
Perform all duties as both the owner and as the primary instructor to include: Course curriculum updates, Licensing, created best practices policies for business operations, community outreach, marketing and research, submission of paperwork and course rosters to American Heart Association or American Red Cross. Customer support, scheduling, equipment maintenance, classroom set ups, ordering and updating of all course materials as required. As an instructor must also insure that all credentials remain up to date to be fully certified to teach by updating certifications, scheduling retraining in-service dates to maintain proficiency in the course materials and new teaching techniques. Writing lesson plans and developing course outlines, creation of PPT and audio-visual training materials. Conduct instructor lead training classes to large and small groups depending on materials to be instructed. Course outlines and scenario training for certain locations based on customer requests due to unique circumstances involved in the locations. Train 400 students per year in life saving skills.
Contracted as a full-time General Instructor for First aid/CPR/AED to numerous USG Contract Providers from 2003 to 2016. These positions were 40 hour a week full time instructor positions as needed with the following:
DoS/OBO CSM Program, DoD/DIA CST Program, USSTRATCOM/CST Program, and DHS/FPS Protective Officer Program.
Education:
American Heart Association Instructor Certification for Adult, Child, Infant CPR/AED and First aid.
VA Department of Criminal Justice General Instructor Training
Current student at Liberty University working on Bachelor of Science degree in Business Management: status Junior
Job Related Training:
Cyber Awareness Training 2018
Anti-Terrorism training 2018
Excel Level 1, level 2 and level 3
Army Ethics Training 2018
Department of the Army Foundation and Basic Courses
Office Skills:
VPAS Visa/Passport program for DoD
Curriculum writing and instructing to curriculum
Outlook
Access
PowerPoint
Excel
Other Information:
DoD Secret Security Clearance July 2017
Volunteer Positions
Ebenezer United Methodist Church, Stafford VA
January 2002-Present 8-16 Hours per week Saturday-Sunday
Adult and Youth Ministry Leader: Volunteer
Michelle Paquette Telephone: 540-***-**** Email: *********@***********.***
Volunteer as an Adult course Facilitator and Group Leader, and youth ministry leader for middle school students. Member of the teaching team planning and facilitating large group lessons. Manage local outreach programs. Member of the prison ministry.
References:
Youth Director: Michelle Paquette Telephone: 540-***-**** Email: *********@***********.***
Supervisor: Megan Britton Telephone: 703-***-**** Email: *****.*.********.***@****.***
Supervisor: Edmund SneadTelephone: 703-545-9531Email: ******.*.*****.***@****.***
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