Customer Service Management
Resume:
Janice D. Herman
Military Veteran
Baltimore, MD 21244
******************@*****.***
SUMMARY OF QUALIFICATIONS
Performance-driven, results-oriented, Outreach Coordinator offering
comprehensive portfolio encompassing civilian and military experiences, top
tier qualifications, and demonstrated proficiencies in leadership, quality
assurance, and operational execution strategies designed to achieve optimum
bottom-line results associated with:
. Being "go to person" for guidance on unique characteristics of
program/project management
. Ability to apply in-depth knowledge of agency programs, activities,
missions, policies, objectives, management principles and processes
for best outcomes
. Managing, evaluating, and resolving issues in order to deliver quality
support services
CLEARANCE
(Held Top Secret Security Clearance/SBI currently inactive)
PROFESSIONAL EXPERIENCE
Deloitte Consulting LLP (contractor), McLean, VA
10/2010 - 03/2012
Department of Health and Human Services Centers for Medicare and Medicaid
Services, Baltimore, MD
Lead Security Credentialing Specialist
Responsibilities: Identity Management Access Credentialing Badge
Issuance Requirement Analysis Information/Document Custodian
Policy/Procedure Compliance Risk Control
. Conducted in-depth fact-finding screening interviews
. Examined applications and other legal instruments presented to verify
completeness and acceptability sufficiency
. Finger printed applicants and captured facial image during enrollment
process utilizing CIS software
. Monitored and tracked data in HHS Identify Management System
. Trained new personnel on position specific required skill sets and
procedures
. Established and maintained effective working relationships with
security personnel specialists and other agency designated
representatives executing security matters in accordance with Homeland
Security Presidential Directive 12
BearingPoint Inc. (contractor), Atlanta, GA
02/2009 - 08/2010
Assigned: The Surgeon General's Office, Falls Church, VA
Senior Business Analyst
Responsibilities: Executive Officer Support Action Officer Total
Quality Management Workflow Planning/Prioritization Problem
Identification/Resolution
. Provided key staff assistance to five military Commanders and Warrior
Transition Command Staff facilitating performance of official
structure responsibilities
. Safeguarded proprietary and confidential information
. Obtained information and offered solutions to filter and prioritize
requests for leadership time and attention
Assigned: IAP Worldwide Services, NW Washington, DC
01/2007 - 02/2009
Executive Administrator
Responsibilities: Office Services Liaison Affairs Records Management
Program Support
. Held signature authority as a staff action officer to cut and sign
transition orders for wounded warriors for re-assignments,
retirements, medical evaluations, and medical disability benefits
. Established the first Soldier Family Assistance Center (SFAC) located
at Walter Reed Army Medical Center, Washington, DC; assisted 874
wounded warriors
. Provided comprehensive support services for Warriors in Transition
(WT) population and their families affected by Global War on Terrorism
(GWOT)
MILTARY EXPERIENCE
United States Army 09/1991 - 10/2006
Responsibilities: Personnel Administration Policy/Procedure Compliance
Manpower Management Operations Oversight
Human Resources Manager, Walter Reed Army Medical Center, Washington D.C.
. Served as a link between management and employees; handled questions,
interpreted and administered contracts and helped resolve work-related
problems
. Analyzed and modified compensation and benefits policies; established
competitive programs and ensured compliance with legal requirements
. Advised managers on organizational policy matters such as equal
employment opportunity and sexual harassment, and recommended needed
changes
Family/Soldier Advocate, Walter Reed Army Medical Center, Washington D.C.
. Coordinated communication between patients, family members, medical
staff, administrative staff, and regulatory agencies
. Interviewed patients and their representatives; identified problems
relating to care
. Maintained knowledge of community services and resources available to
patients
. Referred patients to appropriate health care services and resources
. Conducted Wounded Warrior Orientations for military beneficiary
patient population
Administrative Supervisor, Camp Doha, Kuwait
. Resolved customer complaints and answered customers' questions
regarding policies and procedures
. Supervised the work of office, administrative, and customer service
employees; ensured adherence to quality standards, deadlines, and
proper procedures, correcting problems
. Provided employees with guidance in handling difficult and complex
problems and in resolving escalated complaints and disputes
EDUCATION
Associates of Arts Degree, Business Administration, Columbia Junior
College, Columbia, SC
INFORMATION MANAGEMENT METHODOLOGIES
Personal Identify Verification (PIV); Electronic Fingerprinting; MS Word,
Excel, Outlook, PowerPoint, Client Experience; Electronic Account System
(EAS); Electronic Military Personnel Office (EMILPO); Army Record
Information Management System (ARIMS); Enlisted Distribution and Assignment
System (EDAS); Total Officer Personnel Management Information System
(TOPMIS)
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