Mr. Eldred Mansou Fornah, Jr.

**** ********** *****, *******, ** 21076丨240-687-6958丨 ad008q@r.postjobfree.com

CUSTOMER SERVICE REPRESENTATIVE, EXPERIENCED MAIL SCREENING, PROCESSING, AND OPERATIONS SPECIALIST with progressive experience providing disaster recovery customer service and mail and parcel screening for hazardous materials and improvised explosive devices, administrative and processing support, and digital mail intake services in various mail processing environments. Highly organized, able to prioritize workload and manage simultaneous assignments while attending to all details. Recognized for strong business acumen and ability to maintain a professional demeanor in handling customer needs during a difficult time with compassion, poise, and professionalism. Astute ability to exercise good judgment and discretion regarding safety and the proper use of equipment. Experienced and knowledgeable in operation of x-ray machine operation and accurately operating various chemical and biological detection equipment. Very strong critical thinking, problem solving, research, and liaison skills. Recognized for outstanding communication skills, flexibility, keen political savvy, and leadership abilities. U.S. Citizen.

CLEARANCE: Understand the SF-86 and security clearance process; prepared to complete

AREAS OF EXPERTISE: Disaster Recovery Specialist Mailroom Operations Teamwork & Team Building Mail Automation Software Mail & Package Security Mail Automation Process & Procedure Detection & X-Ray Equipment Hazardous Material and Explosive Device Detection Administrative Operations Process Improvement Oral and Written Communications Customer Service Virtual Effectiveness Analytical Critical Thinking Skills Process Improvement

TECHNICAL SKILLS: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); Neopost United Postal Services Program; and expert ability to conduct credible, Internet-based research.

WORK EXPERIENCE:

11/30/2020 – Present Department of Homeland Security (DHS) – Federal Emergency Management Agency (FEMA) 6511 America Blvd. Hyattsville, MD.20782 Salary: $41,000 USD Per Year Series: 0301, Payplan: IH, Grade: 00 Hours Per Week: 40 Supervisor: Gladys Gales, 240-***-****, Ok to contact: Yes.

CUSTOMER SERVICE REPRESENTATIVES – This is a Federal Job

FEMA CUSTOMER SERVICE SUPPORT EXPERT: Serve as Federal Emergency Management Agency (FEMA) Disaster Recovery call center customer representative, completing the initial disaster assistance registration procedure, after a Presidential-declared disaster. Assist applicants virtually, by telephone, and in person to determine applicant needs and to provide instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies. Perform a variety of emergency management functions which are not limited to disaster survivor assistance, conducting and verifying damage assessments, and providing administrative, financial, and logistical support.

ANALYZE DISASTER RECOVERY INFORMATION: Research and respond to customer inquiries using analytical abilities, problem-solving skills, and knowledge of disaster recovery policy to assess and determine eligibility. Conduct verification activities to determine eligibility of applicants for disaster assistance, through direct contact with applicants, in order to gather and disseminate information.

TECHNOLOGY & INFORMATION MANAGEMENT: Work effectively in a virtual environment utilizing computer software to process a variety of claims or requests for disaster assistance. Process applicant cases, re-certifications, audits, recoups, and lodging reimbursement from disaster assistance applicants. Use computer applications on a routine basis to accomplish program tasks and use information management technology software and hardware to analyze program activities and update reports. Perform technical data analysis of all disaster recovery inquiries ensuring timely, accurate, and thorough data gathering and input.

HIGHLY EFFECTIVE COMMUNICATION AND RELATIONSHIP BUILDING SKILLS: Work independently or as a member of a multicultural team effectively and efficiently to achieve organizational objectives. Communicate effectively, verbally and in writing, with various internal and external customers to accomplish program objectives and goals. Apply sufficient skills in interpersonal relations using written and oral communications to ensure FEMA and client objectives are met. Coordinate disaster response to promote information exchange, internal learning, and support program development relating to disaster recovery.

CUSTOMER SERVICE SKILLS: Provide excellent customer service through research and analysis and respond to customer inquiries using analytical abilities and problem-solving skills. Address customer concerns during a difficult time that may be of a sensitive nature with strong business acumen, compassion, poise, and professionalism. Identify and fulfill client needs with products and services within the sphere of influence. Respond to a variety of customer inquiries to provide various types of information regarding available programs to people applying for disaster assistance and to deliver detailed information to the public regarding federally declared disaster program(s).

11/2006 – 10/31/2020 Execela Technologies, Inc. I’m Salary: $41,000 USD Per Year Hours Per Week: 40 Supervisor: Mike Johnson, 301-***-****, Ok to contact: Yes

US GENERAL MAIL CLERK

MANAGED DAY-TO-DAY ADMINISTRATIVE OPERATIONS: Ensured optimal effectiveness of program operations in a fast-paced mail services environment. Screened all U.S. mail, courier deliveries, and packages destined for a variety of locations. Provided outstanding service to customers and oversaw workflow processes in relation to mail processing and delivery. Supported, analyzed, and advised on programmatic and administrative issues using expert experience and knowledge of subject matter. Maintained professionalism and ensured information was kept confidential. Ability to lift up to 50 pounds and in good physical condition for lifting heavy boxes, files, or paper as needed.

EXPERT SCREENING AND PROCESSING CLERK: Apply all safety and screening policy and procedure to screen, sort, and route all incoming mail and parcels for hazardous materials, improvised devices. Follow all prescribed contamination procedures and report potential hazards to team leaders. Expert knowledge in proper use and maintenance of protection equipment. Conduct various quality control techniques to ensure mail safety and remove containers of sorted items in order to safely transfer them to designated areas according to guidelines.

MAIL CENTER PROCESSING EXPERT: Performed various Mail Center activities including sorting, metering, folding, inserting, delivery, pickup, and other assigned tasks. Removed containers of sorted mail or parcels and transferred them to designated areas according to established procedures. Entered data into automated systems to track critical information using mail automation technology. Handled time-sensitive material including confidential and urgent packages.

USED AUTOMATED SYSTEMS, DATABASES, AND COMPUTER APPLICATIONS to populate mail application databases, keyboard data, run mail posting equipment, operate mailing equipment, copy or scanning documentation and shipping & receiving software applications. Established, maintained, and updated files, databases, records, and other documents. Developed and maintained data and performed routine analyses for recurring mail processing tasks with focus on attention to detail. Used equipment and software to input selected documents into an automated system.

PROVIDED ADMINISTRATIVE & DOCUMENTATION support for all mail center related services including shipping, receiving, processing, and tracking, and information controls including, identifying charges to match billing codes, correct errors within documents, perform file purges, create mailing & shipping labels and files, and enter information into daily tracking applications. Maintained all logs and reporting documentation with efficiently and attention to detail correcting formatting problems within documents.

TEAM BUILDING: Worked effectively in a team environment through effective and collaborative communication, assisted co-workers when needed, and applied effective problem-solving skills to concerns and issues. Participated in cross training and mentored and supported other team members to create a cooperative and pleasant environment. Performed other duties and tasks as assigned to meet the objectives and goals of the organization.

CUSTOMER SERVICE SKILLS: Provided a high level of customer satisfaction applying expert customer service knowledge and experience. Demonstrated flexibility in satisfying customer demands in a high-volume production environment, and maintained the highest levels of customer care while demonstrating a friendly and cooperative attitude. Applied expert knowledge and experience of principles and processes for providing mail services and customer support within the organization on a day-to-day basis.

DEMONSTRATED EFFECTIVE COMMUNICATION SKILLS: Provided information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Communicated with supervisors, coworkers, and customers in a responsive and helpful manner. Expressed ideas confidently in a results-oriented manner. Actively listened to ensure understanding of customer needs.

06/2003 – 03/2005 Lockheed Martin 6801 Rockledge Drive, Bethesda, MD 20817 Salary: $29,000 USD Per Year Hours Per Week: 40 Supervisor: Jeremy Roth, 301-***-****, Ok to contact: Yes

SENIOR ASSISTANT MAIL CLERK

PROVIDED MAILROOM OVERSIGHT AND OPERATIONS MANAGEMENT SUPPORT to coordinate mail sorting, distribution, and delivery of all incoming mail and packages. Coordinated with the transportation department to ensure correct and prompt delivery of all mail and packages coming from USPS, FedEx, UPS, and other mail delivery service providers. Delivered packages to employees within the Lockheed Mast Office. Assisted with coordination and recommendation of the use of outside labor. Recommended changes relating to mail room efficiencies and ensured management-approved changes were implemented as instructed.

EXECUTED AND ORGANIZED MAILROOM SORTING PROCESSES AND MONITORED CONSTANT FLOW in order to provide continuous processing and delivery of mail and packages on a consistent and timely basis. Prepared bulk shipments of first and second-class postage items while ensuring all mail was delivered according to the overall organizational plan.

ASSISTED WITH OPERATIONAL OVERSIGHT for mail room service area, including analyzing and evaluating operations to develop and improve mail handling and delivery policies, practices, and procedures. Ensured management directed changes were carried out according to procedural instructions. Applied expert understanding and guidance of postal operations and regulatory guidance to identify and deliver both internal and external procedural requirements and tasks.

TASK MANAGEMENT: Managed highly successfully delivery of multiple assignments and conflicting priorities using excellent organization, task management, and analysis of mail service programs and efficiency resulting in meeting concurring deadlines. Consistently adhered to business procedure guidelines and all safety procedures.

PROVIDED EXCELLENT CUSTOMER SERVICE through analysis of customer feedback and focus of attention on areas requiring improvement. Identified and fulfilled customer needs with products and services within the sphere of influence. Recognized by management and clients for exceptional customer service practices. Answered phones and gave customer support promptly and in a friendly and courteous manner.

COMMUNICATED EFFECTIVELY USED EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS while dealing with a wide range of individuals, including management. Provided constant status updates to supervisor and co-workers. Searched actively for additional opportunities to help others and keep the organization up-to-date.

05/1999 – 12/2003 Raytheon E-Systems Company 7700 Arlington Boulevard, Falls Church, VA 22042 Salary: $29,000 USD Per Year Hours Per Week: 40 Supervisor: Paul D. Garcia 703-***-****, Ok to contact: Yes

GOVERNMENT PROPERTIES CLERK

MANAGED DAY-TO-DAY OPERATIONS: Ensured optimal effectiveness of program operations in a fast-paced government services environment. Answered calls, dealt with internal customers and vendors, and oversaw workflow processes in relation to mail delivery coordination and management. Sorted and distributed all incoming mail to ensure safety and accuracy. Coordinated with the transportation department for correct and prompt delivery of all outgoing mail to the United States Post Office. Provided expert support, analysis, and advice on programmatic and administrative issues involving mail services operations. Maintained professional demeanor and ensured information was handled in a confidential manner.

MAINTAINED AND ANALYZED OPERATIONS to ensure performance measures and objectives were achieved for desired levels of work quality and efficiency in support of outstanding mail room service delivery. Analyzed and evaluated operations to develop and improve mailroom policies, practices, and procedures. Made recommendations to management to support efforts to increase efficiency and effectiveness in day-to-day mail service operations. Collected, prepared, and arranged transporting mail to and from the U.S. Post Office.

MAIL SERVICE AND SUPPORT ACTIVITIES: Used a variety of mail delivery service automation software programs to address letters and packages, schedule pick-up and delivery, weigh, stamp, or calculate cost for all local and international mail. Provided mailing account services to ensure department charges were applied accurately and generated monthly expense reports for delivery to various departmental accounts. Received all incoming mail, packages, and freight parcels, and prepared outgoing mail, packages, and freight parcels for courier pick-up in a timely and accurate manner. Sorted mail and packages for delivery within the corporate office ensuring accuracy and with attention to detail.

DEVELOPED AND MAINTAINED EFFECTIVE WORKING RELATIONSHIPS and partnerships. Served as a key point of contact for the office and oversaw all administrative operations. Communicated with team personnel to facilitate organizational goals. Provided outstanding customer service support while interacting professionally to foster a pleasant atmosphere and customer experience.

DEMONSTRATED EFFECTIVE COMMUNICATION SKILLS in support of program-related activities. Applied oral communication skills to ensure understanding and share operations knowledge in a concise and professional manner. Worked closely with staff and senior management to share important operations details and communications within the organization.

EDUCATION:

University of Maryland, Adelphi, MD

Three years of College Coursework, 2021

Major: Public Safety Administration

Minor: Information Systems Management

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