Director

Lillian L. Glenn, BSBM

Address: ***** ********* ****, ********, ********** 92592

Phone: 951-***-****

E-mail: ***********@*****.***

Qualifications Profile

Versatile, focused, and results-oriented professional with extensive experience in all facets of program development, project

administration, business operations, employee relations, and general management. Equipped with competency to lead diverse

professionals toward the accomplishment of organizational goals. Known for proven history of boosting and maintaining organizational

efficiency, productivity, and profitability of the business. Armed with the ability to work effectively under pressure, while

sustaining strong rapport with the staff and other professionals within the industry. Previously held Top Secret Clearance. Core

competencies include:

Expertise in formulating program initiatives through proper assessment of policy and regulatory directives.

Adeptness in negotiating with management for the execution of key programs and policies utilizing strong communication and

interpersonal skills.

Familiarity with key laws, policies, and regulations for efficient administration of programs.

Skills in resolving issues that significantly affect various programs as a consultant or advisor;

Effectiveness in applying decision-making skills to comply with all organizational rules and regulations.

Capability in providing comprehensive analysis and effectual resolutions to complex issues while managing various programs and

operations.

Proficiency in presenting effectual insights and recommendations through oral and written communications to ensure efficient

operations.

Efficiency in executing and administering daily functions of various teams.

Professional Experience

Department of Homeland Security United States Citizenship and Immigration Services (USCIS) - Irving, TX 75038

Operation Support Specialist III Aug 2009–Jul 2015

Functioned as subject matter expert within human resource management which included several major program areas as well as

consultation in labor employee relations theories, principles, methods, and techniques.

Provided guidance to organization leaders, senior managers, supervisors, district directors, field office directors (FOD), and

employees on prompt resolution of human relation matters within their field offices.

Collaborated with supervisors and staff on the execution of program objectives and goals as well as attainment of priorities and

broadcast deadlines.

Demonstrated efficiency in presenting new and improved program suggestions to the headquarters in Washington D.C. and validating

innovative human resource programs and management initiatives.

Coordinated with Office of Workers Compensation (OWCP) regarding case matters, such as on-the-job injuries.

Rendered technical and administrative supervision to the Central Region chargeback review process.

Employed excellent analytical and communication skills in administering and evaluating cases for review in partnership with the

Department of Labor (DOL).

Expertly interpreted work requirements and policy for the processing of workers’ compensation claims from the regional and field

levels to subordinate staff to maximize efficiency which streamlined claim numbers for injured workers.

Mentored management and employees in preparing required documents for Family Medical Leave Act (FMLA).

Supported senior managers on employee accommodation which involved employee with disability needing special accommodation in

performing tasks including the provision of equipment or services through Job Accommodation Network (JAN) as well as a sign language

interpreter for staff meetings and office functions of the employee.

Resolved outstanding Department of Labor (DOL) chargeback claims through the establishment of strategic methods.

Took charge of hiring students from local community colleges into the Pathways program.

Played a vital role as employee benefit coordinator for the Central Region, responsible for providing employees with health and

wellness materials from major health insurance providers while performing numerous tasks including:

Fulfillment of role as key contact directly collaborating with providers to ensure availability of open-season packets for all staff

members within the Central Regions jurisdiction;

Ordering and distribution of promotional material to each employee as well as to new employee orientation, open season, or during

employee circumstance changes;

Management health fairs and distributing health educational wellness campaign material to all Central Region personnel and

headquarters staff;

Provision of flu shots to employees; and

Partnership with Department of Health and Human Services to guarantee active Memorandum of Understanding (MOU) with the agency for

management of annual flu shots for Central Region and Texas Service Center employees

Fulfilled various key roles which included:

Central region work life program manager within the Department of Homeland Security and various agencies: Implemented diversity

campaigns including Bring Your Child To Work Day, disability and health awareness, and food drives and blood donations;

Special emphasis program manager (SEPM): Educated over 100 employees and developed staff member and shareholders’ innovation and

creativity while driving the execution of outstanding special emphasis programs;

Vice-chair for the Central Region Equal Employment Opportunity (EEO) program: Established Central Region program in compliance with

Code of Federal Regulations Title 5 CFR §720.101 and 5 CFR §720.301 subpart C and other federal regulations

Veterans employment program manager (VEPM): Recruited and transferred newly hired veterans to United States Citizens and Immigration

Services (USCIS) and participated in local and regional job fairs to promote USCIS

Central Region employee assistance program manager (EAP): Led EAP assistance, training, and work life tools which provided dynamic

organizational asset for employees within the workplace;

New employee onboard processing (NEOP) coordinator: Formulated standard operating procedure (SOP) for new employees as well as

monitored program efficiency and employee benefits;

Exit clearance coordinator for grouping employees: Evaluated all departing employee surveys and ensure efficiency within the program

through performance feedback;

Accountability exit clearance officer (AECO): Generated 99% compliance rate for 26 district and field offices; and

Key contact for the Central Region Reasonable Accommodation Committee (RAC): Complied with Code of Federal Regulations Title 5 CFR §

844.101-105

Operation Support Specialist III Aug 2009–Jul 2015

Held vital role as INSight Information Management System (INSight) coordinator accountable for the following functions:

Identification of key modifications within the operational status Critical Infrastructures and Key Resources (CI/KR) within USCIS

areas of responsibility, focusing on Central Regions performance within interdisciplinary areas of Offices or Workers Compensation

(OWCP), New Employee onboarding program (NEOP), as well as Exit Clearance and Equal Opportunity (EEO);

Compliance with INSight regulations and policy guidelines in obtaining personally identifiable information (PII) associated with

infrastructure information; and

Evaluation of human capital management program through audits to guarantee the alignment with regulatory compliance and resolution of

all concerns

Administered Equal Employment Opportunity (EEO) program; quarterly Special Emphasis Program Management (SEPM) reports; and Federal

Equal Opportunity Recruitment Program (FEORP).

Gathered important data from field offices throughout Central Region to determine problem areas and assess information for accurate

reporting to headquarters.

Utilized exemplary oral and written communication aptitudes in coordinating irregularities to field offices; as well as in interfacing

with shareholders and higher management officials to guarantee efficiency within all programs of responsibility.

Collaborated with staff members with the seamless implementation of Central Region Call-to-Recycle program.

Facilitated ongoing formal and informal training as required to all field personnel supervisors, district directors, field office

directors (FOD), and employees within the Central Region encompassing 26 field offices.

Department of Homeland Security United States Citizenship and Immigration Services (USCIS) - Dallas, TX 75055

Management Program Analyst Feb 2007–Aug 2009

Served as subject matter expert in applying a full range of labor employee relations (LER), labor and human relations theories,

principles, methods, techniques, principles and practices of administering contracts with employee organizations, processing

grievances, and disciplinary matters; as well as principles of supervision and training.

Assisted supervisors, district directors, field office directors (FOD), and mission support personnel within Central Regions

jurisdiction including the avoidance of underperforming employees’ suspension without compensation or termination from federal service

by issuing Performance Improvement Plan (PIP) that detailed job duties aligned with their current responsibilities and observing them

within 90 days.

Attended to all Office of Investigation (OSI) allegations in relation to infractions caused by Central Region employees warranting

investigation.

Observed strict conformance with Code of Federal Regulations Title 5 CFR §735.102; 5 CFR§736.102; and 5 CFR §201-401 while

coordinating with Central Region legal counsel on more complex cases.

Fulfilled various roles as advisor and local interpreter of Equal Employment Opportunity regulations for all facets of labor relations

law, regulation, executive order, and decisions of labor relations concerns.

Handled all labor management matters addressed to the Regional Director in Step III decisions of overall concern and 9A notices of

established bargaining unit at local levels across the Central Region.

Effectively liaised among headquarter staff work life branch, various Department of Homeland Security, and Citizen and Immigration

Service (CIS) Occupations regarding employee relations issues and developed new and improved program strategies.

Offered expert consultation to chief of staff and field office personnel.

Applied excellent knowledge of agency manpower reports (SAM) in overseeing gains and losses against direct and in-direct fiscal year

funding levels.

Selected supervisory human resource manager within Texas Service Center which included rating and ranking for every candidate as well

as promoting eligible candidates within the area of consideration as a panel member.

Imparted key insights to district directors performance work plans (PWP) and planning performance agreements (PPA), to maintain

monthly statistical data.

Department of Defense - Fort Worth, TX 76127

Management Program Analyst Apr 2000–Feb 2006

Provided advice to commanding officers’ one-star and two-star United States Navy (USN), admirals, and high-level executive staff on

comprehensive decision packages, staff studies, and recommendations for missions and programs enhancement.

Rendered consultation to senior organizational leaders, senior managers, and key operating officials on federal human resources

policies and issues in recruitment, staffing, and placement strategies within the SECGRU community.

Proficiently administered manpower and mobilization of 1,400 reserve cryptologic personnel.

Cultivated and maintained long- and short-term program initiatives to meet command priorities.

Conceptualized comprehensive plans, goals, and objectives for the long-range implementation and administration of command manpower

program.

Thoroughly assessed major administrative aspects of mission-oriented requirements.

Established policies and procedures to acquire new personnel utilizing final program approval authority.

Additional Experience

Department of Defense 8th Marine Corps District - Fort Worth, TX 76155

Budget Analyst Feb 2006–Feb 2007

Played a vital role as civilian personnel liaison over Civil Service Retirement System (CSRS) and Federal Employees Retirement System

(FERS) employees within the district.

Directed the human resource program encompassing field personnel recruitment, placement, staffing needs, position classification,

labor and employee relations (LER), employee benefits workforce development, and retirement counseling.

Expertly counseled chief of staff or United States Marine Corps Colonel as well as comptroller and field personnel on all personnel

and administrative strategic planning concerns including merit principles.

Complied with the Joint Travel Regulation (JTR) in accomplishing command transfer of civilian employees from Louisiana to Fort Worth,

Texas.

Coordinated with multiple agencies with the execution of civilian employee plans and policies for the 8th Marine Corps District; as

well as regulations that affect human resources program.

Restructured current position descriptions (PD’s) for all civilians’ personnel within the command leading to the reclassification and

analysis of every position and coordinated with headquarters personnel office in scheduling a desk audit review of a field positions.

Exemplified efficiency in implementing policies and procedures as well as analyzing programs and processes to recommend efficiency

enhancement initiatives and improve employee and management services.

Carried out systematic research for resolution of key concerns.

Earlier Position Held:

Department of Defense - Camp Pendleton, CA 92055

Budget Analyst Oct 1998– Mar 2000

Education

Bachelor of Science in Business Management: May 2008 GPA: 3.36/4.0

University of Phoenix Tempe, AZ 85282

High School Diploma: 1988

Oceanside High School, Oceanside, CA

Professional Development

Position Classification for Supervisors and Administrative Staff

Basic Labor Relations

Basic Employee Relations

Federal Labor Relations Authority Basic Statutory

Equal Employment Opportunity (EEO) Alternative Dispute Resolution

Affirmative Employment programs

Electronic Records Management

Cultural Awareness programs

Continuity of Operations

Affiliations

Volunteer, American Heart Association Volunteer/Member, Metroplex Mini

Activities

Vice Chair, Civil Rights Office (CRO) Equal Employment Opportunity Advisory Committee (EEOAC)

Wound Warrior/Warrior in Transition Programs

Regional Office Special Emphasis Program Manager, Special Emphasis Program

Program Manager, Work Life

Field Operations Directorate Physical Fitness Challenge Field Liaison, USCIS

Awards and Honors

Earned selection to be a part of United States Citizenship and Immigration Services (USCIS) Workers’ Compensation Case Management

System Team (WCCMS)

Obtained Letter of Appreciation from Feds Feed Families Food Drive for maximized distribution to homeless families

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