Customer Service Management

Cheryl Kais

Sykesville, PA *****

******@*****.*** - 814-***-****

Relocating and am excited to join a new team and embrace a new adventure. To utilize my in-depth knowledge and experience of Customer Service, Financial and Contract Management in a professional and challenging administrative management position. OPERATIONS MANAGEMENT

Strategic and Financial Planning / Contract Management and Compliance / Resource Allocation and Optimization / Process Improvements / Relationship Management / Staff Development / Coaching and Mentoring / Customer Service

Seasoned, results-producing management professional with experience steering and directing all aspects of operations, administration, budgeting, and equipment maintenance. Success orchestrating multiple projects with competing priorities involving program development, safety initiatives, and quality control. Effectively collaborate with both domestic and international groups to achieve organizational objectives. Proficient in delivering comprehensive analyses and reports to facilitate site-wide improvements and continuity. Intuitive leader inspiring high productivity levels; repeated success guiding sizeable cross-functional teams as well as training, coaching, and motivating staff. Establish, build, and maintain productive relationships with external agencies. Strong interpersonal and communication skills; proactively convey operational needs to executive-level management.

Possess inactive Top Secret / SCI security clearance. Completed 5 year reinvestigation 4/2011--Reinstatement Eligible.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

Home Health Aide/CNA

Guardian Community Services - Brockway, PA - August 2016 to Present Provide in-home patient care and housekeeping services. Certified Nurse Aide - Trainee

DuBois Nursing Home - DuBois, PA - September 2015 to July 2016 Reliable, service-focused nursing professional with excellent patient-care and charting skills gained through two years of experience as a Nurse Aide. Compassionate and technically skilled in attending to patients in diverse healthcare setting.

Skills Used

Resident Care & Safety, Medical Terminology, Electronic Medical Records, Vital Signs and Resident Monitoring, Privacy, HIPAA regulations, Resident Advocacy and Support, Compassion, Listening, Daily Living Necessities: feeding, dressing, bathing, etc.

KOA Workkamper

KOA - Millersville, MD - May 2016 to May 2016

Responsibilities

Attended Workkamper Bootcamp at Branson Missouri KOA Spring 2014 National Capital KOA in Millerville, MD

Housekeeper, Escort Ambassador, and Office/Front Desk Clerk Area Sales Manager

Ross Dress For Less - DuBois, PA - September 2014 to June 2015 Responsibilities

Responsible for opening or closing the store. Ensuring that merchandise was properly displayed and priced. Deterred theft. Ensuring the customers were satisfied. Maintaining a balance with the employees. Accomplishments

Promoted quickly for cashier to supervisor.

Skills Used

Management/leadership, money handling, deposits

Nursing Assistant: Home Health

Christ The King - DuBois, PA - October 2014 to May 2015 Responsibilities

I provided home support to the elderly. This included cooking, bathing, ensuring they took their medications. Assisting with daily life necessities.

Skills Used

Compassion, life skills

HBC Lead/Key Holder/Manager

Giant Eagle, Inc. - DuBois, PA - September 2012 to November 2014 Responsibilities

Responsible for the HBC department of the store. This including the ordering, processing, and fronting of shelves. I managed the store when the store manager was not on duty. I was an assistant manager at the GetGo gas station for a period of five months. Accomplishments

I was promoted several times beginning as a cashier, I went to front end coordinator. From that position I was promoted to HBC clerk and then LEad. From there I became a key holder/night closing supervisor and then was promoted to assistant manager of the GetGo gas station. Skills Used

Money handling, leadership, stocking, customer service Unemployed

Unemployed - September 2011 to September 2012

Relocated with family to Florida and then to Pennsylvania and was unable to relocate with the Federal Government.

Assisted spouse with the operation of his retail business. Management and Program Analyst (MAPA)/Acting Program Manager Department of Justice/FBI - April 1990 to September 2011 Provided direction to a direct reporting staff of 10-30 employees and 12 contractors, and indirect reporting staff of 72 administrative contract support and 1100 subject matter experts; implementing effective staff and resource management strategies in global setting of 59 locations.

• Oversaw gathering, review, and analysis of sensitive information critical to strategic and financial management and planning. Manager of an annual budget of $77M and financial staff of five.

• Managed Contracting Officer's Technical Representative duties and contract management staff for more than 1,000 contracts to include contract management and compliance; budget execution and records management for subject matter experts and administrative contracts.

• Orally presented National Program financial and contract management, operational and logistical information to internal management and agency personnel and external agencies and vendors. Presented at Town Halls, Symposia, Conferences, Briefings and Meetings.

• Designated Public Relations spokesperson for the National Program promoting the FBI's Language Program at recruiting fairs, vendor meetings, and internal events. Discussed with interested parties the general duties, work locations, as well as answer their questions.

• Authored a variety of written complex technical documents and reports for internal executive management and external components. The reports included statistical graphs, financial, strategic planning, operational standard operating procedures, operational manuals and guidelines for contractor-Government partnerships as well as Program policies.

• Conducted several trend analysis; business case studies; and management studies.

• Aligned staff resources with workflow requirements; provided teams with up-to-date operational information in highly dynamic environment. Implemented plans to optimize staff training in support of organizational goals for domestic and international initiatives. Directed operations in collaboration with senior management from multiple departments. Assessed daily activities and processes; created and presented weekly reports with recommendations to senior executives.

• Served as Program Manager for several programs to include the management of the background investigations for contract applications. Served as a Alternate Security Officer and performed COMSEC custodial duties, background investigation reviews, name checks, and other security checks and reports.

• Served as Career Board Chairman and board member on several career boards. Duties include reviewing resumes and conducting interviews against established qualification standards to select the appropriate personnel for the position.

• Gathered and provided information, identified and analyzed contract and personnel matters and developed recommendations for resolving problems and discrepancies. Trained and mentored staff members on standardized procedures relating to their duties and responsibilities. Established and trained staff on new records management procedures and requirements.

• Established and managed the facilities management and equipment and supplies logistics for a Section of more than 1500 individuals. Designated procurement official with a $3K Contracting Officer's authority.

• Leveraged cutting-edge technology resources to drive research, analysis, and strategic planning; prioritized daily activities to maximize staff productivity and meet organizational objectives. Served as trusted liaison between senior management and multinational workforce. Collaborated with team leaders to coordinate staff rotations as well as track and process administrative and legal documents. Managed training, evaluation, and mentoring programs. Established core development standards, policies, and procedures and maintained administrative records. Earned responsibility for multiple aspects of risk management to include overall project plans and schedules as well as budget administration. Guided staff training on core communications technologies; reviewed modernization standards to ensure proper rollout of new equipment.

• Played key role in program development to include coordinating daily operations for interdepartmental staff at various levels. Managed remote staff activities involving operations, planning, and scheduling; oversaw logistics, transportation, and equipment distribution critical to team success. Orchestrated full range of security activities, from safeguarding staff and equipment to gathering sensitive information and developing reports for executive-level decision makers. Served as subject matter expert regarding computer automation and security program. Counseled, evaluated, and mentored staff.

• Served as principal advisor to senior manager in all matters pertaining to security, including information gathering and analysis. Provided security services and ensured individual and organizational protection through program implementation. Reviewed, evaluated, and disseminated information. Appointed bottom-line responsibility for equipment valued at $1.25M. Organized daily and weekly business procedures, briefing senior management on overall progress. Regularly collaborated with senior, adjacent, and secondary teams.

• Prime lead on the development and deployment of an agency-wide Oracle database to track all points of the employee and contractor resources. Responsible for data integrity as well as validated the set queries and reports for accuracy. Previously developed, implemented and maintained Access database.

• Served as Deployment Specialist: primarily responsible for the deployment of linguists nationwide and overseas, in accordance with requests and national priorities. I also ensured that the funding for these assignments were allocated, expended and reconciled timely and accurately.

• Served as a Program Assistant and Specialist primarily responsible for ensuring that all administrative processes were handled in a timely manner, and that all monies were tracked and reported accurately. Responsible for scheduling meetings and planning conferences for up to 100 participants, records and management, data integrity, and management travel arrangements. Selected Contributions:

Effectively oversaw diverse teams in managing a variety of programs such as Finance, Contract, Information Technology, Logistics, and Records Management consistently meeting all critical deadlines.

Authored numerous policy changes accepted and implemented by executive management.

Sustained excellent staff retention record while leading cohesive teams.

Recognized for achieving highest expense and report accuracy compliance within Branch.

Selected by senior management to manage several programs; successfully planned, organized, and executed training sessions/Town Hall meetings/Symposia and Public Relations events.

Established high productivity and team cohesion by creating and implementing modernization of key organizational systems and technologies.

Developed comprehensive operational plan successfully implemented nation wide.

Selected by executive management to serve as Acting Unit Chief for more than 12 weeks while Unit Chief was on extended leave. Successfully served as the decision point for financial and procurement matters as well as effectively handled a variety of personnel matters. ADDITIONAL INFORMATION

Core Competencies:

• Process Redesign / Change Management

• Project and Operations Oversight

• Customer Service Function Oversight

• Cost Analysis and Reporting

• Policy and Procedure Development

• Risk Management / Quality Control

• Personnel and Physical Security Oversight and Compliance

• Technology Assessment and Solutions

• Government and Vendor Relations

• Team Building and Retention Initiatives

• Oral and Written Reporting

• Time Management

Technical Proficiencies

Microsoft Office (Word, Excel, PowerPoint, Outlook & Access) • Windows & Oracle platforms Typing (FBI Qualification): 60 wpm

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