Customer Service Project Manager

JACQUELINE CARROLL

***** ***** ***** ****, ********* Park, MD 20653 C: 240-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Have over nine years of progressive experience in providing administrative and project

management support services for the Department of Defense. Over seven years of program and

project management in business, technical and administrative support services for the Department

of the Navy (DON). Demonstrated task/project management skills, highly experienced at

identifying candidates for support positions and performing assessment of the candidate's skills and

feasibility for inclusion as a member of the project team. Experienced at providing training to

support staff and reporting to customer regarding the status of individual projects and the overall

program. Ability to identify problems & determine root cause in order to implement corrective action

measures. Received performance awards acknowledging versatile output and exemplary customer

service.

SKILLS

Project planning and development Employee relations

Procedure development Performance evaluations

Team building Advanced problem solving

Analytical Flexible

Dependable Dedicated team player

Human resources management Expense reports

WORK HISTORY

PROJECT MANAGER, 2013 to 2016

GCC TECHNOLOGIES, LLC – Oakland, MD (work performed at Patuxent River, MD.)

Managed/supervisor the day to day operation of GCC Administrative and clerical support

contract supporting NAVAIR and NAWCAD at Patuxent River, MD.

Primary Point of Contact (POC) for the Government regarding project, defining goals,

creating/maintain schedule and budget, and review/validation of deliverables.

Provided mentoring and training to staff.

Ensured that the project team understand all aspects of the contract relating to their respective

responsibilities.

Inform stakeholders of issues or concerns with program/project performance and personnel.

Directly involved in all aspect of the Human Resource functions, interviewing, hiring,

counseling, evaluation, and termination non-performing employees.

Enforce GCC Quality Control Program and generate required reports.

Monitor staff performance and implement corrective actions or provide additional training, as

needed.

Conducted monthly site visits (to customers and employees).

Oversee and analyze project accounts for saving and contingencies.

NMCI POC, oversee 12 Direct Funded Contractor (DFC) seats (ADD, MOVE and MACs requests).

DEPUTY PROJECT MANAGER, 2007 to 2013

TRANSTECS CORPORATION – Wichita, KS (work performed at Patuxent River, MD.)

Assisted Program Manager in the development of project proposals, cost estimates and budgets,

timelines and schedules.

Coordinated and assists in the development of electronic and written materials for project.

Communicated project concerns to senior managers.

Managed customer's relationships, perceptions and expectations.

Set, managed and reconciled accounts for project as well as salaries and general operations

budget.

Conduct customer satisfaction assessments electronically, by phone and/or in person.

Ensured that all full time and part time positions that have a need for backups have been

properly staffed to meet contract requirements.

Supervised the work of 30 team members, offering constructive feedback on their work

performance.

Monitored timelines and flagged potential issues to be addressed.

Security-Access Control Clerk/back-up, 2007 to 2013

TRANSTECS CORPORATION – Wichita, KS (work performed at Patuxent River, MD.)

Provided physical protection of sensitive or classified information, personnel, facilities, or other

sensitive material, and resources, or processed against criminal, terrorist or hostile intelligence

groups.

Adherence to all security regulations, guidelines, instructions, directives, procedures and

processes.

Inspected all incoming personnel for appropriate identification (ID) badge.

Issued temporary IDs to employees and approved visitors and maintain log of badges issued.

Adherence to all policies and procedures in the SOPs.

Ensured proper escorts are provided for visitor, guest and foreign nationals.

Issued keys to personnel that are on authorization key access list.

Monitored access control gates for VIPs and loading dock area, monitor closed circuit television

of critical areas.

Unlocked and secure doors at beginning, during and end of shifts.

Maintained desk log/journal of all activities during the shift.

Notified the Chain of Command in event of suspicious activity or an emergency.

Utilized Microsoft Office for reports, memorandums and email.

Monitor the surveillance camera in the guard shack to make sure 201 Compound is secure.

Answer incoming telephone calls and respond as appropriate.

Patrol building and perimeter to prevent and detect signs of intrusion and ensure security of

doors, windows, and gates.

Contact Base Police to investigate alarms.

Circulated among visitors, patrons, and employees to preserve order and protect property.

Operated two way radios to contact team members.

LEAD ADMINISTRATIVE ASSISTANT, 2002 to 2007

QUANTELL INCORPORATION – Taneytown, MD

TRANSTECS CORPORATION & JLRC INCORPORATION perform the same duties for all

companies.

Supervisor 10 clerks at the Pass Office at Patuxent River MD.

Provided outstanding customer service.

Trained all new employees, to include monthly training seminars.

Protected and maintained Personal Identifiable Information (PII).

Coordinated and worked rotating scheduling to include providing coverage.

Generated reports for Naval District Washington (NDW).

Ordered/monitored supply purchases and distribution.

Assisted government TA with data calls, reports, and documents, correspondence and maintain

files.

Authenticated all foreign national visitor requests onto Patuxent River Naval Air Station, where

in compliance.

Assisted with special events and projects as requested from Naval Air Warfare Center.

The Site Security Manager for CAC card, issued Common Access Card to all civilian and

contractors whom were eligible.

Registered, processed and maintained the DEER/RAPIDS as part of the Verifying Official (VO)

responsibilities.

Performed routine operator maintenance on RAPIDS workstation and printers.

GENERAL CLERK, 2000 to 2002

MACI INCORPORATION – Arlington, VA (work performed at Patuxent River, MD.)

Issued Photo ID badges, DOD decals and weapon permits (Dept.

Of Public Safety, Pass & ID Office.

Answered multi-phone lines.

Processed check-out for all military, civilian and contractors personnel.

Opened and secured the Pass & ID Office on a daily basis.

EDUCATION

High School Diploma:

Great Mills High - Great Mills, MD

ACCOMPLISHMENTS

Selected Employee of the Month for exemplary performance and teamwork.

Improved customer satisfaction ratings by 10% by addressing issues in a timely manner.

Interviewed clients to assess needs and establish rapport.

Maintained communication with 30 team members daily.

AWARDS

Employees Spotlight (2013) Certificate of Achievement for Excellent Customer Service (2010)

Employee of the Month (2009).

Security Clearance Active-Secret

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