JOSEPHINE R. EVANS

***** **** ****** * #***

Federal Way, WA 98003

206-***-****

ad0zr8@r.postjobfree.com

OBJECTIVE: Continue utilizing and build upon my administrative, office automation, and customer service experience in providing support to a division within the Federal Government.

HIGHLIGHTS OF QUALIFICATIONS:

High standards of integrity and professionalism. Maintain a confidential work environment.

Proficient in working independently, cooperatively as part of a team, and or in a leadership role meeting

deadlines and achieving goals.

Provide customer service to a diverse range of clientele, ranging from 50 to 400 on a daily basis, in fast-paced

and demanding situations.

Proficient in utilizing a personal computer and the MS Office Suite - Outlook, Word, Excel, and Internet

Explorer.

United States Citizen

EMPLOYMENT HISTORY:

Administrative Support Assistant/GS-7

VA Puget Sound Health Care System – Seattle

Sterile Processing Services Division

Oct 2021 – Present

Maintain Microsoft excel lists of key staff and ensures Outlook mail group memberships are updated with new information.

Maintains proper security in all SPS area and enforces policies and procedures to assure access to

restricted areas are followed.

Track and provide resolution for ongoing issues and barriers to employee access or onboarding.

Initiate new hire access.

Support PIV sponsorships, requirements, and tracking of new and existing employees.

Coordinate access to and receipt of necessary products and equipment to support new hire job duties, including the creation of helpdesk requests for IT equipment and user accounts.

Performs ADPAC duties (granting VISTA permissions, etc.)

Inputs labor mapping criteria each pay period

Maintains proper security in all SPS area and enforces policies and procedures to assure access to

restricted areas are followed

Advanced Medical Support Assistant/GS-6

VA Puget Sound Health Care System – Seattle

Mental Health Administration Team

Feb 2021 – Oct 2021

- Performing scheduling functions for Veteran patients including appointments, cancellations, and re-scheduling.

- Facilitating communication between Veterans and other facility consult departments.

- Support of inpatient units and wards with administrative duties during day, evening, night, and weekend shifts.

- Processing and record keeping of inpatient medical records.

- Enters key entries manually or electrically

- Collation of statistical information

.- Entry of Physician orders and consult requests.

- Prepares Veteran patient statistics.

-Providing reception to incoming and outgoing customers and communication.

- Utilizes Microsoft Office software to compile data and formulate reports

-Utilizes, CPRS, and VA Scheduling system to maintain and update patient visits (in person or virtual)

- Verifies patient insurance information

- Contacted patients to schedule appts, and/or forwarded callers to appropriate clinics areas for assistance.

Cemetery Representative/GS-6/10

Tahoma National Cemetery

18600SE 240th St.

Kent, WA 98042

January, 2020 – February 2021

Provides specialized and general clerical assistance to the office of the Tahoma National Cemetery. Performs general clerical support in office with copying, filing, storing stock items. Assignments can vary involving routine and non-routine office functions such as preparing documents and correspondence, sorting, copying, and filing. Prepares reports for Cemetery Administrators use. Assist in budget preparation and management. Serves as purchase card holder and time keeper.

Represents the Tahoma National Cemetery meeting funeral directors, families and honor guard members who are attending committal services or burials at the Cemetery. Provides information to bereaved family members concerning gravesite and marker information. Retrieves gravesite information from the KIOSK or BOSS (electronic burial register) in assisting families locating loved ones' gravesites. Duties may include but are not limited to: maintaining control of traffic to the cemetery, directing funeral corteges so as to keep all family members together, accompanying families to committal shelters and gravesites, providing veteran burial benefit information to family members and visitors, answering general questions of family and visitors, assisting visitors and family members locating gravesites.

Performs public outreach as needed.

Supervisory Program Support Specialist /GS-9/3

Martinsburg VA Medical Center

510 Butler Avenue

Martinsburg, VA 25405

September 2017 – Jan 2020, Full-time/ 40 hours per week

Monitoring recorded and live calls completed by contact representatives to track employee performance

Identifies training issues, and evaluates contact representative's compliance with internal procedures and quality assurance requirements.

Independently provide administrative and technical supervision necessary for accomplishing the work of the unit.

Develops new or proposed policies, procedures; guidelines

Makes recommendations to management on the need for new or modified policies

Performs human resources actions related to staff in the organization.

Completing detailed research, analyses of agency requirements, impact on customers, development of cost-benefit analysis, and related efforts.

Stays abreast of changes in Federal and agency regulations and policies to ensure that processes and procedures are adjusted as needed to comply with those changes.

Utilizes word processing software to create a variety of documents such as letters, reports; spreadsheets to compile information for reports and other documents; database software to extract and monitor data for administrative programs; graphics software to develop audio-visual aids.

Supervisor, Telephone Operator (GS-7/Step 6)

Louis Stokes VA Medical Center

10701 East Boulevard – Cleveland, OH 44106

August, 2015 – Sept 2017, Full-Time / 40 hours per week

Supervises the operation of telephone switchboard equipment to connect incoming and outgoing calls

Operates telecommunications equipment;

Determine appropriate services for clients or customers;

Respond to requests or complaints;

Route calls to their proper destinations;

providing telephone and organizational information to callers.

Coordinated meetings with Telephone Operations team

Provided briefings of current, and future status of telephone operations teams to include new personnel hiring

Or other personnel changes at monthly staff meetings

Training new operators

Input and/or certified section payroll

Issued personnel actions

Help train personnel on new automated directory system

Interacted with various heads of departments on working relationships with telecom operations division

Assisted telephone operators with coordinating change of schedules, requests for leave and/or personnel matters

Coordinated and assisted with various morale and/or areas of responsibility for operators

•Automated Telephone Systems

•Telecommunication Operations

•Customer Service

•Self-Management

•Decision-Making

•Teaches Others

Program Support Assistant (GS-6/Step 7)

VA Puget Sound Health Care System

1660 S. Columbian Way, Seattle, WA 98108

October 2013 – August 2015, Full-Time / 40 hours per week

Provide administrative support to the Social Work Service Line Leader and 12 staff.

Maintain and update databases to track and suspense reports and other inquiries ensuring deadlines are met.

Audit and review invoices utilizing automated systems such as CPRS, Vista, FBCS, Google, and the Intranet

and agency directive and policies and ensures payments are submitted in a timely manner.

Ensure billing information is correct, analyzing each voucher or invoice to determine propriety of payment

includes required certifications by authorized officials, compliance with contract provisions, and price

agreements.

Review all claims to ensure necessary processing information is present and suspends or rejects claim to

appropriate queue as necessary.

Maintain and update personnel files regarding licenses and credentials.

Create and maintain various department databases.

Issue transportation and food vouchers for veterans as necessary.

Receive visitors to the office and direct to appropriate staff and respond to telephone calls by providing

requested technical information or refer to appropriate staff.

Responsible for incoming/outgoing mail, prepare the Advance Care Directive mailings that are sent out daily,

and maintained office supplies and workroom areas.

Respond to telephone calls by providing requested information or refer to appropriate personnel.

Lead Telephone Operator GS-5/Step 10)

VA Puget Sound Health Care System

1660 S. Columbian Way, Seattle, WA 98108

July 2009 - October 2013, Full-Time / 40 hours per week

Responsible for training new operators in use of automated telephone equipment, telephone etiquette, and

emergency response skills. Provide coverage as necessary due to staff shortage.

Perform as first point of contact providing friendly, tactful, and professional service to callers while ensuring

sensitivity of information and patient immediate needs.

Function as 911 Operator, monitor and promptly respond to the various facility alarm systems and interact with

onsite police and local emergency personnel.

Prepare reports for the Mental Health Units regarding suicidal, violence, and other mental health incidents.

Forward incoming calls to the crisis line counselors and other assigned personnel in a prompt and efficient

manner.

Provide customer service and emergency response support to the Administrative Officer of the Day, Nurse on

Duty, and hospital staff as emergencies occur.

Became proficient in medical terminology to understand the nature and needs of each call in order to

effectively contact the appropriate personnel.

Utilize the automated database systems to access patient information for verification and staff information

locate and forward appropriate incoming calls.

Update the medical staff on-call schedules and forward to various wards for their information.

Utilize various resources to access information concerning hospital emergencies and locate patient and staff

personnel.

Office Automation Clerk ZS-2

National Oceanic and Atmospheric Administration

7600 Sand Point Way Northeast, Seattle, WA 98115

June 2007 - July 2009, Full-Time / 40 hours per week

Provide administrative support to the Social Work Service Line Leader and 12 staff.

Receive visitors to the office and direct to appropriate personnel and respond to telephone calls by providing

requested technical information or refer to appropriate personnel.

Make conference room arrangements for meetings and training sessions, and provide copied materials for

meetings and conference calls when necessary.

Responsible for timely submission of employee time and attendance.

Prepare travel authorizations agency system and process travel vouchers.

Maintain database for utilization of government vehicles, mileage, and fuel consumption.

Accountable for the purchase of inventory, storage and organization, projection of all office supplies and

merchandise.

Utilize and conduct minor repairs of copy, fax, and printer equipment on a daily basis, and generate technology

requests for major repairs on equipment when necessary.

Updated employee’s contact information as necessary.

Communications Dispatcher

Kemper Development Corporation

Bellevue Square, 575 Bellevue Square, Bellevue, WA 98004

May 2006 - June 2007, Full-Time / 40 hours per week

Receive and respond to telephone calls by providing requested technical information or refer to appropriate

personnel.

Utilize an automated police radio and console system, verify relayed information, and transcribe into the daily

blotter for submission.

Provide instruction regarding the proper installation of fire systems and smoke detectors to the appropriate

personnel at the work site.

Prepare and file incident and building maintenance reports in a timely manner.

Retail Consultant

FEDEX Kinkos

40 Bellevue Way NE, Bellevue WA 98004

November 2005 - November 2006, Full-Time & Part-Time/ 20-40 hours per week

Educate customers in utilizing automated copying, digital photograph, and facsimile equipment.

Operate an automated cash registering system to ring up customers.

Responsible to conduct minor repairs of copy, fax, and printer equipment on a daily basis and maintain supplies

in self-serve area.

Administrative Services Specialist

Georgia Department of Labor

148 Andrew Young International Blvd., NE, Atlanta, Georgia 30303

May 2004 - June 2005, Full-Time / 40 hours per week

Receive visitors to the office and direct to appropriate personnel and respond to telephone calls by providing

requested technical information or refer to appropriate personnel.

Provide safety support to 200 employees and visitors entering the premises on daily basis. Documents and

issues permanent and temporary badges to contractors, visitors, and employees.

Act as building security in detaining unauthorized persons on site, and directing visitors with scheduled

appointments to their locations.

Utilize a two-way radio to dispatch information to contract security and maintenance personnel. Monitor multi-

camera closed-circuit system for activity on the premised.

Security Officer

Walden Security for Centers for Disease Control

(5901 Peachtree Dunwoody Rd #300, Atlanta, GA 30328

April 2004 - June 2005, Full-Time / 10 - 20 hours per week

Perform vehicle and foot patrol of agency property.

Monitor cameras and inspect packages brought into the facility with the use of an x-ray machine or hand held

scanning devices.

Campus Public Safety Officer

Seattle University

901 12th Ave, Seattle, WA 98122

September 2002 - June 2003, Full-Time / 40 hours per week

Perform foot and vehicle patrol on campus grounds conducting a thorough surveillance of the interior and

exterior of buildings for any suspicious activity in the area.

Responsible to ensure campus buildings are properly opened and secured on a daily basis, assist the public

by directing them to the appropriate locations, and provide escort services when necessary.

Utilize automated devises and provided clear communications in expediting field officers to investigate active

alarms.

Certified in CPR, First Aid, and hazmat identification procedures.

Customer Service Representative/Administrative Assistant (GS-5/Step 3)

Internal Revenue Service

915 2nd Avenue, Seattle, WA 98124

October 2000 - September 2002, Full-Time / 40 hours per week

Provide administrative support to Manager and 12 Revenue Agents.

Prepare bulletins, correspondence, and memorandums in accordance with agency directives for review and

final approval.

Respond to telephone calls by providing tax account information or refer to appropriate staff.

Utilize agency policies and directives to answer questions, enter proper calculation formats in the agency

database and provide information on payments plans agreed to by taxpayers.

Maintain and update taxpayer information via the IDRS system (Integrated Data Retrieval System)

Responsible for timely submission of employee time and attendance.

Investigations Assistant / Detention Enforcement Officer (GS-7/Step 3)

U.S. Immigration and Naturalization Service

12500 Tukwila International Boulevard Seattle, WA 98168 (Formerly 815 Airport Way-Seattle, WA)

April 1994 - October 2000, Full-Time / 40 hours per week

Provide administrative support to the Assistant District Director of Investigations and the Investigations

Division.

Managed the Assistant District Director of Investigations calendar.

Update and prepare weekly reports detailing all expenditures and obligations by the Investigations Division.

Responsible for the management of sensitive information regarding detainees for possible investigation

Verify non-national social security numbers and identification numbers to determine legitimate status in United

States.

Interact with various law enforcement agencies exchanging detainee and deportee information.

Record incoming calls from the public regarding suspected non U.S. citizen violating immigration laws.

As the Officer-in-Charge and Acting Supervisor enforces the U.S. Immigration and Naturalization Service rules

and regulations. Ensures the safety of the staff and utilizes all appropriate means of restraint techniques and

necessary equipment.

Conduct the safe transport and escort of detainees locally and out of state.

Perform detainee check in and out procedures such as fingerprinting, photographing, and search all detainees

for contraband.

Issues warrants of arrests,

Mail/File Clerk, (GS-4/Step 2)

U.S. Immigration and Naturalization Service

USCIS, 6431 South Country Club Road

Tucson, AZ 85706.

February 1993 - April 1994, Full-Time / 40 hours per week

Receive, process, sort, meter, and distribute as appropriate incoming and outgoing official mail

Office Automation Clerk, (GS-2/Step 1)

United States Army

Yuma Proving Ground, Yuma AZ

May 1992 - September 1992, Full-Time / 40 hours per week

Assist transitioning soldiers, from active duty to civilian, in finding employment in the local area and in their

hometowns and attend the appropriate separation workshops.

Coordinate workshops and job fairs. Contact the civilian companies for possible speakers, arrange the space

accommodations, reserve the necessary equipment, and request and confirm the company information is

forwarded a head of time and made available the day of the workshop or job fair.

Interact with the leadership to ensure the soldiers availability for separation workshops, job fairs, and one on

one appointments.

Maintain and organize donated household items for prompt availability to the new families reporting for

duty to the Army installation as necessary.

Maintain and update client files for quick referencing and easy access.

Prepare bulletins, correspondence, and memorandums in accordance with agency directives for review and

final approval.

Aviation Operations Clerk

United States Marine Corps

March 1988 - March 1992, Full-Time / 40 hours per week

Perform radio dispatch with local and out-of-area air traffic control personnel.

Arrange travel for dignitaries visiting the Marine Corps Air Station Futenma, Okinawa,Japan.

EDUCATION:

September 2008 - August 2011: Seattle Community College, Seattle, WA

AAS Social & Human Services

July 2004 - October 2005: Kaplan University, Boise, IA

September 1996 - December 1996: Highline Community College, Des Moines, WA

September 1986 - June 1987: Detroit College of Business, Dearborn, MI

Contact this candidate