Customer Service Management
Resume:
Jacqueline M. Foster
**** ********* **, ** **********, MD 20744
Home: 240-***-**** - Cell: 301-***-****
Office of Personnel Management
Retirement Service (RS)
Management/Program Analyst GS-343-12
Provided administrative, technical, and policy guidance on Federal
programs, ensuring important information is retained and distributed among
the managers/staff. Programs, included incentive awards, time and
attendance, travel, training, and procurement.
Telecommute Coordinator for RS, maintained spreadsheets in a database for
approved telecommuter agreements, also prepared report for the annual
audit. Disseminated official telecommute agreements to employees or their
supervisors upon request, advised and consulted with managers and
supervisors in reference to telecommuting issues.
Created Organization Charts uniformly on (Power point) for approximately
900 employees in Retirement Services. Solicited updates, prepared and
submitted monthly binder of charts to the Deputy Assistant Director for RS
to review and discuss in various meetings.
Revised weekly spreadsheet and calculated totals for travel and purchase
card allocations for all of RS. Distributed spreadsheets via email to card
holders and managers for validation, verification or to dispute charges.
Supported RS on-boarding programs for new employees and interns; updated
organization and division information binders for new employees coming
aboard on a regular basis.
Performed a variety of special administrative management projects as
requested.
8/03 to 06/08
Office of Personnel Management
Center for Retirement and Insurance Services (CRIS)
Special Assistant, GS-301-12
Served as the point of contact in the planning, acquisition, delivery and
assessment of management support services for the office. Assured that
goals and objectives of the Deputy Associate Director (DAD) for the Center
for Retirement Services were met.
Served as the Liaison between the office of the DAD and Assistant Directors
on a variety of matters, communicating objectives and monitoring their
results.
Conducted studies and analyses of current and proposed organizational
structures in CRIS including major group reorganizations.
Analyzed unit objectives, work flow, space requirements and recommended
improvements in order to meet CRIS program objectives most effectively.
Assisted in personnel matters and provided back-up as needed.
Provided assistance with the Federal Erroneous Coverage Corrections Act
(FERCCA) project by requesting Official Personnel File from the National
Archives and Records Administration for the purpose of determining non-OPM
employee's length of service, and to place them in their correct retirement
plan.
02/99 to 08/03
Office of Personnel Management
Office of the Chief Financial Officer (OCFO)
Supervisory Management Analyst, GS-343-11
Served as a Supervisory Management Analyst and the Confidential Assistant
to the Chief Financial Officer (CFO). Managed the overall activities of
the OCFO front office. Supervised the clerical staff and provided guidance
on procedures and appropriate style for financial documents for multiple
purposes. Ensured daily administrative and customer service coverage were
adequate.
Established appropriate job descriptions to accommodate the subordinate
staff with development to their full potential. Rated performance
appraisals and approved percentage amount for awards to be received by the
employees according to their performance.
Approved and advised the staff on procurement procedures for equipment,
supplies and services. Managed expenditures to ensure the office remained
within its allocations. Analyzed management techniques and procedures for
improving organizational effectiveness.
Carried out a variety of special, very sensitive and complex assignments
and studies pertaining to the broad program functional and organizational
components of the OCFO. Prepared correspondence or other documents, for
own signature or that of the Chief Financial Officer (CFO) on a variety of
subjects.
Developed, classified position descriptions and identified position
management issues and related them to the position being classified. Wrote
evaluation statements, as necessary.
Coordinated space management and conducted in-depth studies for space
surveys concerning staffing arrangements, identified needs and provided
recommended solutions and options.
Responded to inquiries and issues brought to the supervisor's attention by
members of the staff and officials throughout the agency and outside of the
division. Acted independently when dealing with situations that developed
in the absence of the CFO or without time for consultation with other
senior level management.
Scheduled meeting with vendors, reviewed and selected the best bids for
large projects and allocated large sums of money for office renovations.
9/96 to 2/99
Office of Personnel Management (OPM)
Retirement and Insurance Services (RIS)
Management Assistant
Served as a Management Assistant performing with a high degree of
independence and an in-depth working knowledge of OPM Retirement and
Insurance Services procedures. Assisted the Assistant Director with the
responsibilities connected with the administrative functions ensuring
effective office management on a daily basis.
Prepared a wide range of incoming and outgoing management reports, making
recommendations and prepared for approval. Reviewed directives from staff
to prevent backlog and repetition.
Maintained a communication system for notices and publications from the
Retirement divisions to outside associates, including insurance carriers
and other government agencies.
Assigned projects across divisions during clerical staff absence or
excessive workload. Performed a variety of functions requiring solicitation
for telephone support, travel preparation, and other special projects
related to management and administration.
Conducted special studies of the clerical and administrative functions of
the Office on a recurring basis to determine a more efficient method of
serving customers. Provided support services to RIS Associate Director as
necessary.
Developed procedures to train new employees who had direct contact with the
Assistant Director. Assigned and evaluated their work, and solicited
feedback from support staff on effectiveness and responsiveness.
Certified and processed the Division Chiefs time or coordinated coverage so
back-up was available to accomplish the required processing in an efficient
manner in my absence.
Authorized to commit funds, purchased supplies and services to support RIS
functions and goals based on delegation of authority and procurement
training. Also authorized to make credit cards purchases overall, and
reconciled purchasing records in the agencies automated financial system
for the annual audit.
10/92 to 09/96
Office of personnel Management
Management Services Division (MSD)
Secretary
Functioned as the Secretary/Personnel Assistant for the MSD assisting
division employees and providing customer service within the Retirement and
Insurance Services (RIS). Reported directly to the Chief of MSD and the
Lead Personnel Management Specialist.
Received all incoming calls, processed time and attendance for the MSD
branch and prepared travel vouchers on-line for entire staff.
Coordinated and distributed various office correspondence, updated
Telephone Directory, prepared routing slips for personnel position
descriptions and other relating personnel actions as needed.
Education:
1971: E.E. Smith Senior High School - Fayetteville, NC
1980: Strayer University - Washington, DC
1985: The Academy of Business Careers - Washington, DC
1998 - 2000: Strayer University - Suitland, MD - Alexandria, VA
Associate in Arts Degree - Business Administration
2001 - 2003: National Louis University - McLean, VA
Bachelor of Science Degree - (Major) Management
Training Courses:
1994: Fundamentals of Writing - USDA
1995: Time Management and Personal Organizations Skills - USDA
1996: Shaping for your Future and Success - OPM Washington Training &
Development
1996: Personnel Management for Personnel Assistants - USDA
1997: Administrative and Management Assistants - OPM Washington Training &
Development
1998: Purchase Credit Card Holder - OPM Washington Training & Development
1999: Nominated for the New Leadership Program - OPM Director's Office
2002: Basic Position Classification - USDA
Awards:
1993 - 2013: Sustained Superior Awards & Performance
2009 - Retirement & Benefits Star Awards
2001 - Directors Citation for Exemplary Public Service
Proficient in Microsoft word, excel and power point
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