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Customer Service Office

Stafford, Virginia, 22554, United States
October 28, 2016

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Tamika Cox

*** **** ***** **.

Stafford, VA *****

540-***-**** (cell)

Veterans Preference: 10 point

Security Clearance: Secret

Work Experience

**/****-*******, ****** Manager, US Department of Agriculture, Washington, DC

Supervisor: Melodye Johnson, Tel: 202-***-****, Weekly Hrs Worked: 40

Principal Duties and Responsibilities: Assist the Chief Information Officer, Deputy CIO for Enterprise Management and the Chief of Staff in developing and tracking operating budgets for members of the OCIO Front Office. Facilitate and coordinate management reports and maintain other budget administrative activities (i.e., purchase card, travel, and equipment).

Draft responses to general correspondence for signature by the OCIO Front Office. Edit documents prepared by Associate CIO staff forwarded to the Front Office for signature in accordance with Plain Language requirements and good grammar.

Monitor the effectiveness and quality of support services to the OCIO Front Office, identify opportunities to improve workflow and develop operating policies and procedures as needed.

Develop strategic outreach plans around travel requirements of the Front Office. Arrange media coverage as appropriate, plan meetings and events with USDA officials in the area to which travel is taking place.

As instructed manage and facilitate setting up media events, OCIO and /or USDA joint wide-sponsored conferences, forums, etc. Arrange coordination of logistical support, communicating with personnel of hotels, convention centers, other Government agencies, major vendors, small business organizations and notification of participates. Prepare audiovisuals, briefings, presentations, reports and other items, as well as, ensuring accurate and appropriately concise information is available.

Develop and maintain a directory of key USDA partners, customers, community-based organizations, and universities with strong information technology programs around the country to assist OCIO Front Office travelers with planning outreach meetings and recruiting events while in travel status.

06/2012-06/2015, Administrative Assistant, US Department of Agriculture, Washington, DC. Supervisor: Jocelyn Brown, Tel: 202-***-****, Weekly Hrs Worked: 40

Office Management: Arrange domestic and foreign travel itineraries and secures necessary accommodations and tickets for supervisor. Stay in touch with supervisors while in travel status, providing information on recent developments and/or changes regarding appointments or travel on items requiring the Assistant Deputy Administrator’s attention while away from the office. Secure appropriate information from the Office of the Administrator’s personnel after return from trips for use in preparing travel vouchers. Coordinate the internal office operation and take actions needed to make sure the adequate clerical and technical support is provided. Handle documents accordingly and control documents routed to the Assistant Deputy Administrator. Keep track of documents that require the Assistant Deputy Administrator’s attention and helps ensure that the Assistant Deputy Administrator acts on such documents in a timely manner. Gather data and information needed to support projects. Analyze and evaluate the effectiveness of operations in meetings to help establish goals and objectives. I also help develop life cycle cost analysis of projects or perform cost benefits or economic evaluations of current or projected programs. Provide authoritative technical guidance to support staff in subordinate organizations, ensuring that administrative policies and procedures are consistent with those of the Assistant Deputy Administrator. Assist in preparation for revision of agency policies and procedures. Resolve problems relating to correspondence preparation and control, reporting requirements and other matters. Inform support staff of changes in Department or Agency procedures and guidelines. As required, prepares written notifications of such changes. Arrange conferences and meetings for the Assistant Deputy Administrator ensuring agendas are prepared, participants notified, and necessary space/supplies are obtained.

Office Automation: Routinely uses various computer word processing and graphics packages in order to prepare charts, graphs, and/or reports. Work independently in accordance with a variety of standard procedures to create, edit, store, retrieve, transmit, and print a variety of standard and nonstandard documents. Keep abreast of changing hardware/software advancements. I also, advise management on the potential benefits/uses of varies automations to help improve the efficiency of administrative support and or program operations and evaluates and advises on the organization, methods, and procedures for providing administrative support systems such as records management, directives, forms, files, and certain documentation.

07/2011- 06/2012, Veteran Service Representative, SERCO, Inc. Department of Veteran Affairs (VA), Dumfries, VA. Supervisor: Mr. John Chavis, Tel: 703-***-****, Weekly Hrs Worked: 40

CUSTOMER SERVICE: Establish rapport with Military Service Members (MSM) and Veterans as the initial point of contact daily. Receive incoming telephone calls and personal callers. Participate with office supervisors. Obtain contact information and determine eligibility for Deployment and Reintegration and Career coaching. Schedule and confirm coaching appointments to increase call center productivity. Provide information and resources such as federal employment regulations, career portal access, and deployment cycle support. Consult with customers on career development opportunities within Veterans Affairs (VA).Provide administrative support. RESULT: Assisted customers in obtaining an interview and job placement within Veteran Affairs.

SYSTEMS: Document customer interactions for historical reference and appropriate follow up within the Case Management System (CMS). Access Online Career Portal to assist Service Members / Veterans with online tools such as the military skills translator and resume builder. Provide Virtual Collaboration Tool orientations prepare customers for coaching sessions. Create a surge plan and daily calls spreadsheet utilizing Microsoft Excel to organize and implement call center metrics. Collaborate with customers routinely to compose federal resumes using Microsoft Word.

POLICIES, PROCEDURES, REGULATIONS: Maintain current knowledge of federal employment regulations, policies, and procedures to ensure compliance. Knowledgeable in Uniformed Service Employment and Re-employment Rights Act (USERRA). Participate as a member of the development team to streamline call center processes. Devise and install office procedures. Analyze, review, and coordinate, and edit the Standard Operating Procedures manual to ensure compliant policies and procedures.

03/2009- 10/2009, Accounts Payable, Payroll, Human Resources (HR), Karen Radley Acura/ Volks Wagon, Woodbridge, VA, Weekly Hrs Worked: 40

PAYROLL SUPPORT: Monitored, tracked, and corrected employee time cards by department bi- weekly. Worked with department managers to verify the accuracy of their employee’s timesheet. Accessed the payroll system to account for timely payment of all employee hours. Reviewed overtime and vacation reports for each employee to guarantee confirm payroll deductions.

ACCOUNTS PAYABLE: Monitored vendor accounts to confirm billing schedule and track incoming payments. Coordinated with the general manager to confirm vendor charges. Logged vendor receipts in the accounting system to track allocated funds dispersed to approximately 30 vendors.

HUMAN RESOURCES: Managed human resource files for 80 employees to ensure accurate and up to date information. Inputted and updated electronic employee information such as pay, vacation, hours and sick time routinely. Maintained hard copies of employee timesheets, certifications and personal information such as driver licenses, social security cards, banking information, and health insurance forms.

07/2007- 03/2009, Receptionist, Karen Radley Acura / Volks Wagon, Woodbridge, VA, Weekly Hrs Worked: 40

Established priorities, answered phones using a multi-function switchboard phone to route calls to the appropriate department. Organized and filed service and accounting paperwork for processing. Performed cashier duties for the service and parts department daily. Handled money and charged customers for services rendered and scheduled appointments. Assisted the accounting department with sorting Parts and Services invoices for proper filing.

07/2005- 07/2007, Receptionist, Reed Smith LLP, Falls Church, VA, Weekly Hrs Worked: 40

ADMINISTRATIVE SUPPORT: Operated a multi-function switchboard phone to answer incoming agency communication. Tracked attorney hours and completed timesheets to ensure timely and accurate payments. Scheduled meetings, organized briefings, developed travel itineraries, scheduled visits, prepared hotel reservations, and arranged catering. Arranged conference calls by setting up phone equipment and ensuring all parties were on the line. Prepared correspondence and letters utilizing Microsoft Word.

RECORDS MANAGEMENT: Maintained over 500 files and financial reports to ensure proper record management to prevent lost files. Stored and labeled off site records to guarantee proper filing procedures, as well as processed outgoing mail. ACHIEVEMENT: Appointed as Acting Manager for a period of 3 months to maintain organization within the department.

09/2004-07/2005, Security Interviewer, United States Army, Raleigh, NC/Baltimore, MD, Weekly Hrs Worked: 40

Assisted with recruiting efforts by screening over 25 applicants a week for 2 locations of the United States Army Recruiting Command. Conducted pre-enlistment screening, entry and exit interviews, and completed security documents for Army applicants requiring Secret or Top Secret security clearances. Prepared documentation using the Electronic Personnel Security Questionnaire (EPSQ) system for security investigations. Maintained suspense files and generated monthly recurring reports for all qualified and un-qualified interviewed applicants.

Military Experience

2003-2004, MEPS Liaison, United States Marine Corps Ft. Gillem, GA

Performed preliminary screening, administrative processing, scheduling, and coordinated physical examinations. Completed enlistment documentation and maintained accurate records to ensure proper processing. Screened applicants to determine eligibility relative to physical defects, moral character, criminal involvement, age, drug abuse, satisfactory prior service, citizenship, education, and dependency.

2002-2003, Recruiter, United States Marine Corps, Jonesboro, GA

RECRUITMENT: Served as a liaison between the United States Marine Corps and personnel wanting to enlist into the military. Promoted and assisted in civic events, study groups, seminars and job fairs to attract potential recruits. Arranged reports using Microsoft excel containing statistical data in regards to the number of recruits for lead recruiter. Contacted college campuses and other civilian agencies to provide information on job opportunities within the United States Marine Corps. Made 25 calls daily to achieve a goal of 3 appointments per day. Set up informational recruitment stands at 4 high schools weekly to answer student questions. Visited student homes to discuss Marine Corps benefits with their families. ACCOMPLISHMENT: Awarded Recruiter of the Month for 2 consecutive months for enlisting 6 applicants into the Marine Corps.

ADMINISTRATION: Prepared and presented presentations using Microsoft PowerPoint. Administered practice Armed Services Vocational Aptitude Battery (ASVAB) tests to determine applicant competency level. Established a filing system for enlistees and recruits. Utilized the EPSQ system to complete the SF-86 for all applicants qualified in joining the Marine Corps. Participated in college career fairs to distribute information to potential recruits.

1997-2002, Aviation Operations Supervisor, United States Marine Corps

MANAGEMENT: Prepared flight schedules for pilots, flight crew, and maintenance crew according to mission requirements. Scheduled travel arrangements and arranged lodging for overnight flights. Created a database to organize and updated personnel documentation for flight and crew members.

OPERATIONS: Planned and assisted in preparation of operational plans. Maintained orders and logs of all flight hours for each pilot. Compiled aviation operations and safety report data to ensure compliance with safety operation guidelines. Maintained the data base and file system for maps, charts, and Geodesy products for Squadron personnel.


10/2011, Associates, Criminal Justice Administration, Strayer University, Fredericksburg, VA


Customer Service Training, 2011

Communications Training, 2011

Federal Employment Process Training, 2011

Federal Resume Training, 2011

New Leaders Program (NLP), 2/2014


Uniformed Service Employment and Re-employment Rights Act (USERRA) Certification, 2011

Health Insurance Portability and Accountability Act (HIPPA) Certification, 2011

Personally Identifiable Information (PII) Certification, 2011

Virtual Collaboration Tool (VCT) Certification, 2011

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