Customer Service Manager

Janatta Michele Irvin

*** ********** *****

Newport News, VA 23608

Cell: 209-***-****

Email: ************@****.***

Active TS/SCI Clearance

SUMMARY

* ***** ** ****** ***** experience

Developing training material and conduct teaching in various environments to include classroom and desk side

Experience developing and implementing comprehensive Technical College and University recruitment

Ability to conduct full cycle interviews and facilitate decision making regarding employment offers

Familiar with SAP, PeopleSoft, ADP Payroll, Microsoft Office Suite, Palantir, HR Policies and Procedures,

Orientation and On boarding, Employee Relations, Social Networking Recruiting, Retention

Highly flexible and adaptable performer; adept at multi-tasking and thriving in a fast-paced environment while

coordinating numerous time-sensitive projects

Experienced in management and supervision of employees

EXPERIENCE

R&D Intel Analyst/Instructor: Beshenich, Muir, and Associates, Sept. 2013 – Pres., Newport News, VA

Coordinate with high-ranking military officers; prepare and draft intelligence reports according to government and

military regulations; verify documents; customer service collect, analyze, synthesize, and interpret data; and prepare and

maintain operational files (i.e., contracts, registration, budgets, etc.)

Ensure compliance with Army and Department of Defense regulations

Remain abreast of trends and best practices in instructional/training practices

Develop tools for course instruction and curriculum revisions

Serve as a Intelligence, Surveillance and Reconnaissance Collection Management

SME to support U.S. Army Training and Doctrine Command (TRADOC)

Conduct research to inform project planning and implementation

Serve as Foreign Disclosure Representative (FDR) for the ISR Topoff program in

support of TRADOC

Collection Manager SME: L-3 STRAITS, Apr. 2012 – Aug. 2013, Tampa, FL/ Kandahar, Afghanistan

Prepared detailed assessments and reports; scheduled, employed, and managed assets for intelligence branches of the

government; developed, implemented and evaluated strategic operations; created daily reports to monitor outcomes;

supported leaders by providing timely and accurate reports; developed comprehensive Counter IED plans; and attended

professional development workshops

Advised and briefed senior leaders

Monitored issues and provided solutions in order to achieve identified outcomes

Facilitated training seminars for US, NATO, and ISAF personnel at various levels

of the organization in support of ISR operations

Developed and implemented collection plans to support operations

Collaborated with leaders in cross-functional divisions to develop comprehensive

collection plans in order to receive the best utilization of collection assets

Provided support to internal and external stakeholders

Submitted recommendations to agency leaders to increase allocations of limited

resources in order to streamline operations

Served as deployment lead for a 10 contractor team in Regional Command South

Intelligence Analyst: 101st Airborne Division (AASLT), Oct. 2008 – Jun.2012, Fort Campbell, KY

Created situational maps, overlays, and reports to document effectiveness; conducted assessments; researched and

reviewed data; trained personnel; developed intelligence products; strategic planning; and analyzed findings and

developed implementation plans

Served as SharePoint administrator

Analyzed and evaluated records to measure competitors' capabilities,

vulnerabilities, and probable courses of action

Evaluated and organized data to develop the employee training curriculum

Developed and disseminated vulnerability studies and recommended courses of

action

Conducted additional task as Security Control Point Representative

Served as a sexual assault instructor

Served as a company EO representative

Supervised four personnel

Collections Manager NCO: 101st Airborne Division (AASLT), May 2010 – May 2011, Bagram

Briefed senior leaders about potential challenges and successes impacting operations, strategic planning, identified

collection request deficiencies and communicated resolutions, served as day shift manager, completed comprehensive

assessments; and developed reports about status platforms to impact operations

Analyzed and examined all-source data to produce draft documents and complete

assessments

Reviewed more than 3,000 operational requirements used to build prioritization

matrices and allocation timelines

Aligned ISR collection requests with priorities

Executed more than 1,000 time sensitive requests for critical operational priorities,

resulting in a dynamic shifting of resources to cover operational needs

Provided training to managers and other personnel

Conducted comprehensive assessments about collection reporting and assets

Adjusted operational practices based on identified weaknesses

Supervised a team of six

Senior Recruiter: Maxim Healthcare Services, May 2006 – May 2008, Riverside, CA

Generated statistical reports, managed weekly payroll processes for more than 300 external employees, and increased sales and

revenue by 30% of stated goal

Recruited and screened candidates for hospital staff position (RN, LPN/LVN,

CNA, HHA and Companion)

Filtered and reviewed completed candidate profiles, resumes and evaluated

applicants work history, education and training, job skills, desired salary, hourly rate, and personal qualifications

against open requirements.

Made initial contacts, scheduled and conducted full interview cycle, met each

personally, checked references and submitted for the matching position

Supervised employees and wrote quarterly and annual performance reviews

Experienced working with billing with Medicare, Social Security, Private

Insurance, and Veterans Affairs

Established and maintained solid working relationships with Insurance Companies,

State government.

Maintained patient information for over 400 home health clients

Utilized effective phone sales techniques to produce new business with hospitals

and retirement communities

EDUCATION AND CERTIFICATES

Villanova University Master Certificate in Human Resources (forthcoming in summer 2014)

Masters of Business Administration: Human Resource Management – University of Phoenix – San

Bernardino, CA, March 2008

Bachelor of Science: Business Administration – University of California Riverside – Riverside, CA

Associate of Applied Science: Intelligence Operations Studies – Cochise College – Fort Huachuca, AZ

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