LAURA A. AVERY

505-***-****

ad260q@r.postjobfree.com

ADMINISTRATIVE PROFESSIONAL

KEY QUALIFICATIONS AND ACCOMPLISHMENTS

* Possess 12+ years of Executive Administrative and Project Management Executive experience, plus an additional 16+ years with Intel Corporation, providing broad administrative and project management specialist support.

* Acquired administrative and project management expertise in both private sector and military/government environments.

* Highly analytical with the ability to research data; evaluate programs/processes; develop strategies and goals in keeping with company/industry standards, as well as governmental regulations; collaborate with stakeholders to create effective and appropriate policies and procedures; provide follow-up program analysis; compile documentation and report findings; work with superiors and staff at all levels, contractors, vendors, and valued customers to ensure company’s meeting of client expectations/needs, consistently striving for 100% customer satisfaction.

* Possess extensive experience working with various public and private sector websites/databases; recommended improvements and streamlining of databases, resulting in significant cost and time savings, improved data management, increased accuracy of financial records, and overall improved operational efficiency.

* Business professional with excellent communication skills; able to lead, motivate, and effectively manage work teams.

* Developed and implemented data management improvements to a system in Baghdad that improved database reliability from 5% to 98% and resulted in cost savings due to decreased processing time.

* Initiated internal reviews of United States Army Corps of Engineers (USACE) business practices used in capturing facilities engineering requirements, resulting in a savings of $228,000.

* Instituted a process to review scheduling database of completed USACE projects against the original funding database; initiative resulted in recovering over $30M of unobligated funds, which was allocated to other higher priority projects.

* During my 3+ year tenure with Terminix, increased commercial accounts by 700, including landing a major municipal account with the City of Albuquerque, which maintained various housing units.

EMPLOYMENT HISTORY

SIR Home Improvement – Marketing and Customer Service 7/13/23 -11/17/23

Kalamazoo MI

Always There Senior Care Inc. - In home care giver 10/7/2022 – 5/27/2023

Wichita, KS

Audio/Visual & Photo Creative; 8/2022 – 5/26/2023

Vima Church, Wichita, KS

Program Manager, Customer Service; 12/2021 – 4/27/22

Integra Technologies, Wichita, KS

Managed 7 customer accounts

Monitored progress of customer projects from start to finish, resolving issues and maintaining schedules.

Provide test plans, test reports and status reports to customers.

Interfaced sales, production, engineering, and upper management to facilitate quality results for the customers

Certified Customer Interaction Center Agent; 07/2017 – 11/26/2021

Defense Logistics Agency (DLA) CIC Interaction Center/Peckham. Battle Creek, MI

Customer Service Representative (CSR) with DLA through contract agency Peckham. Responsible for providing accurate and responsive customer support to military and civilian customers of the Defense Logistics Agency Enterprise System. Priority placed on expeditious and accurate handling of incoming/outgoing emails and phone calls in a high-volume Customer Call Center environment. Activities associated with this position include identification, documentation, prioritization, and government escalation or resolution of customer requests. Specialized experience includes using databases Tier 1 Technical Support for DLA Document Services and utilization of 20 specialized systems to provide daily support (CAMS; SAM; JCP; NSPA System NCAGE; DIBBS; FEDMALL; MRO TRACKER; IGC; SAIC; MIAP; EBS/CRM; FUSION; MMO3; MMBE; FEPAAS-STORES; NFOL; E-CAT; FEDLOG; WEBFLIS; and PCOLS with five programmatic applications: EMMA, AIM, DM, RAD, and Reporting). Adept at navigating between multiple internet sites quickly and efficiently. Utilize data analytics to process emergency requisitions for parts required for military aircraft, naval vessels, and deployed vehicles by expediting orders that are mission and time critical. Assist the warfighter in resetting computer passwords to the Defense Logistics Information Systems Services (DLIS) computer systems. Utilize understanding of single item supply principles and the ability to track various orders/backorders, shipments, disposal of military supplies, and submission of Supply Discrepancy Reports that resolve and facilitate appropriate corrective action. Position requires mastery and utilization of dozens of different supply rules, various codes, and protocols necessary to assist the warfighter with supply and National Stock Number matters. Efficiently aid customers in tracking locations of orders. Extensive use of the Federal Cataloging System (FCS). Assist customers with cataloging questions regarding National Stock Numbers (NSN); identify, when necessary, interchangeable, substitutable parts to meet customers’ required needs. Employ excellent problem-solving skills and the ability to conduct research via multiple databases with proprietary government Customer Interaction Center systems. Use sound judgment when sending matters to various DLA groups for problem resolution and accomplishment of objectives; maintain excellent communication with agency officials regarding CIC matters. Responsible for processing, assisting, troubleshooting, developing, and implementing registrations for programs supported by the Call Center. Consistently follow government protocol in handling Center requests, applying sensitivity and discretion in handling confidential information. Given federal security clearance to serve in this position.

Administrative Professional; 09/2015 – 02/2017

Great Livin LLC. Albuquerque, NM

Managed individual case files for an agency providing services to people with developmental disabilities (PWDDs). Served as controller of the agency server system for all New Mexico state files; restructured, organized, developed, and implemented file systems to be more efficient. Utilized agency’s database – “Therap” – for documentation reporting, logistical supply, client coach communications, and employee files. Collaborated with medical professionals regarding data entered into database. Assisted Operational Manager by communicating with officials regarding project, program, and special assignment recommendations, desirability, feasibility, identifiable differences, policy, and problem solutions. Scheduled mandatory state employee training. Developed SOP for my position. Provided a safe, supportive, and constructive environment for PWDDs.

Certified Credit Education Specialist; 04/2015 – 09/2015

Intersections Inc., Albuquerque, NM

Handled incoming calls from prospective customers who had experienced a breach of their social security numbers. Educated clients on ways to improve their credit scores and made them aware of available resources in crisis situations. Reviewed account information with customers who had received automated system alerts regarding changes to their accounts; responded to inquiries and assisted by providing the correct action to fix their problem. Worked as a team member on various agency initiatives, projects, and programs. Efficiently completed all routine and special work assignments.

Branch Account Manager/Inspector; 03/2010 – 07/2013

Terminix. Albuquerque, NM

Hired by Terminix to grow their commercial account base. During my 3+ year tenure, increased commercial accounts from 0 to 700, including landing a major municipal account with the City of Albuquerque, which maintained various housing units. Effectively developed and presented proposals to prospective customers. Maintained excellent customer relations by following up on existing accounts, immediately addressing customer issues, and ensuring 100% customer satisfaction with the quality of our company’s services. Oversaw compliance on client deliverables and revenue receipt. Resolved billing discrepancies and handled performance complaints. Executed field inspections. Negotiated contracts. Prepared daily statistical reports to track progress. Guided and assisted team members toward accomplishing customer satisfaction goals and objectives.

Project Management (one-year contract); 01/2009 – 02/2010

AECOM. Tripoli, Libya

Facilitated project management of a U.S. program in Libya. Responsible for translating communication and recommending process and procedures that ensured proper consideration of programmatic, technical, and management factors for overall program management success. Coordinated efforts with Program Execution Management; developed, maintained, and coordinated documents supporting reviews, legislation, regulation, policy, and other records. Used relevant information to determine whether events or processes complied with laws, regulations, and standards. Worked with internal and external parties to organize components needed to initiate and run major projects. Coordinated schedules and activities. Tracked progress and results. Served as Controller of the information systems, using knowledge of Aconex, P6 database, and project management software. Met with and communicated with officials regarding desirability or feasibility of projects implementation. Responsible for acceptance of problems and solutions, policy and project design efforts, and special assignments.

Program Specialist/Military Programs Management; 11/2006 – 04/2008

United States Army Corps of Engineers. Baghdad, Iraq

Performed as a GS340-12 at USACE. Supervised two diversified programs, CERP and Development Fund-Iraq funded projects (DFI), and served two sectors within the Programs Directorate during a three-year tour of Iraq. Acquired experience instituting organizational, strategic, and quantifiable continuous improvement measures, as well as quality assurance management practices. Teamed up with the Engineering and Construction Division with a commitment to develop and provide engineering, scientific, and construction management services meeting or exceeding customer requirements (including on time completion and within budget parameters). Dedicated to continuously improving business process and products. Worked with contractors and engineering professionals to achieve quality assurance operational objectives by contributing information and analysis to strategic plans and reviews. Implemented production, productivity, quality, and customer services standards. Identified and resolved problems. Completed audits. Determined system improvements and implemented changes. Developed action and quality assurance plans. Identified critical control points and preventive measures. Established critical limits and monitored procedures, corrective actions, and verification procedures, including implementation of congressional, federal, Department of Defense, Department of Army, and Corps of Engineers regulations and development of policies to ensure the projects complied with standards and modernization requirements. Responsible for verifying procedures for adequacy and effectiveness. Analyzed data to detect unsatisfactory trends and became the program directorate subject matter expert on the Development Fund-Iraq (DFI) program and its closeout effort. Met with team of engineers weekly and evaluated work contracts for environmental impact. Reviewed designed ordinance administration, zoning administration, and site plan review/approval. Spearheaded and implemented several administrative initiatives that improved efficiency and achieved significant cost-savings regarding reconstruction projects throughout Iraq:

* Concerned by an event whereby two of the same projects were mistakenly built across the street from each other, personally developed an innovative and highly useful software application that allows users to graphically query all projects in Iraq databases by specifying a location and reviewing the locations of all reconstruction projects in the same vicinity using Google Earth map. This tool, adopted by the U.S. government for use in Iraq, has proven to be an essential step in de-conflicting planned projects.

* Developed a new streamlined funds database, which showed completed construction projects, tracked payments made to contractors for completed work, and obtained correct values of remaining invoices.

* Assisted with reviewing an existing database program in Baghdad, which uncovered inaccuracies. Developed and implemented data management improvements that increased database reliability from 5% to 98% and resulted in cost savings due to decreased processing time. Developed and enhanced start-up and initial systems. Reviewed plans with contractors for selected equipment. Initiated internal reviews of business practices used in capturing facilities engineering requirements, resulting in a savings of $228,000.

* Efforts included instituting a process to review the scheduling database for completed projects and compared them against the funding database. In one year, these initiatives resulted in recovering over $30M of unobligated funds, which was then allocated to other higher priority projects.

* Presented this data to respective Iraqi Ministries and the Joint Contracting Command-Iraq. Through this effort, an additional $30M worth of invoices were paid to contractors including contracts to keep the construction of the Fallujah Waste Water Treatment Plant on schedule.

Additional Program Specialist responsibilities in Iraq included working closely with Financial Program Management for the Provincial Reconstruction Development Council Program. Processed funding and contract administration documents for this critical program which was designed to teach governance throughout the Iraq Provinces. Assisted Iraq Provinces with requested corrective action. Participated with the Iraqi government in the development of requirements; analyzed proposed requirements and ensured validation and submission of project schedules. Responsible for meeting and communicating with officials regarding the desirability or feasibility of project implementation, to explain recommendations, identify differences, and gain acceptance of problem solutions, policy and project efforts or special assignments. During completion of three-year tour in Iraq, learned government policies, procedures, and protocol. Received legal training pertaining to coverage for the financial program under my administration. Teamed up with the contracting officer to address legal aspect of the Development Fund-Iraq funded projects.

* At new GRD Director’s request, developed a 3-year historical summary of the use of Development Funds-Iraq Funded Projects, Reconstruction Sector; report garnered commendation from the Director for its scope and accuracy.

* Received an award as an accomplished Program Management Specialist with the U.S. Army Corps of Engineering.

* Received an award for exceptional interpersonal and communication skills with the ability to relate to individuals of diverse backgrounds, a result of my success in dealing with local Iraqi staff.

ADDITIONAL EXPERIENCE

Employment prior to 2006 encompasses additional project management, executive administrative experience, analyst, accountant, and network/operations support. Highlights include:

* Project Management Executive ~ Berger/URS Joint Venture in Baghdad, Iraq

During first half of three-year Iraq tour, evaluated and expedited policies, trends, project impacts on budgets, resources, and schedules. Analyzed proposed funding sources on individual projects in the agency. Advised management and employees on Human Resource issues, providing assistance and support on compensation, benefits, affirmative action, training, safety, and other employment matters. Analyzed and assembled information, briefing Senior Military and Senior Executive Service Officials regarding government, war, media, and congressional requests; served as liaison between construction program, staff agencies, and external parties of the U.S. Government.

* Executive Administrative to the Vice-President ~ Smith Engineering Corporation in Albuquerque, NM

Provided support for civil and structural engineering, land surveying, and construction management. Participated in the development of requirements with customers, analyzing requirement and design criteria, validating requirements, and evaluating the feasibility of construction schedules. Determined scheduling and set up final inspections for each project, maintaining closeout documentation. Identified, collected, and presented essential business information for decision-making to project engineers, program managers, and resident engineers.

* Executive Administrative ~ Barrick Management Corporation in Albuquerque, NM

Provided environmental reclamation support on the cleanup of five inactive mining and milling/processing sites located in Colorado, New Mexico, and California. Organized, maintained, and updated regulatory permits and environmental technical files for Southwest U.S. Closed projects and consolidated project files. Identified and collected environmental reclamation electronic files using Excel and database applications. Provided lead support in project closeout activities. Managed various office functions, including preparing office budgets, reviewing and processing contractor and vendor invoices, and compiling expense reports. Used tools and techniques to compare and analyze actual work accomplished against planned activities to complete closeout documentation.

* Analyst / Accountant, Network Administrator / Operations Support / Accounts Payable, Finance ~ Intel Corporation in Albuquerque, NM

Performed in a variety of roles during my 16+ year tenure with this organization. Responsible for the management, control coordination, and team contract execution of assigned business information projects. Served as Project Management Specialist, responsible for management of Enterprise Remote Server Management, resolving issues with the exchange environment. Responsible for quality control of database tracking the execution of 755 multi-functional projects for the Reconstruction of Iraq; represented senior level management in sensitive engineering related issues at the congressional, federal, state, and local levels. Provided analysis and presented problem resolution, utilizing native tools to include Exchange Admin, Tivoli, LANdesk, and other specialized monitoring/management applications. Analyzed requirements and design criteria for complex issues related to the Exchange Messaging environment and provided solutions while maintaining 99.9% availability. Experience in Accounts Payable and Finance.

EDUCATION

Pursuing BSM in Business Management – University of Phoenix. (86 semester hours completed); GPA 3.56

High School Diploma

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