Mosetta LiMai Page

**** ***** ******,

Lufkin, Texas 75901

ad37vm@r.postjobfree.com

Cell: 915-***-****

RELEVANT WORK EXPERIENCE:

Pentagon Federal Credit Union

Member Service Representative (3/2021 – 12/2022)

Maintain a minimum 80% score on Call Monitoring Quality Guide standards by greeting an average of 30 inbound members per shift, authenticating each according to security/compliance standards. Offer options that address the reason for call and execute desired resolution. Educate members on PenFed products and services while maintaining professional etiquette, acknowledging members by name, identifying myself and PenFed, maintaining information security and privacy. Calmly research questions and de-escalate issues, consulting with online Assistance and referencing Knowledge articles for resolution. Authenticate callers according to request and/or transaction to resolve problems within current authority level, transferring less than 20% of calls to alternate teams. Act as a liaison between members and various departments, transferring using both warm and blind transfer procedures. Use multiple banking platforms via internet browsers and other software. Log each call in Salesforce providing primary and secondary reasons as well as pertinent information for reference in subsequent calls. Annotate member records and document calls conforming to a less than eleven-minute Average Handle Time (AHT). Maintain working knowledge of PenFed credit card products completing assigned training modules according to schedule. Participate in team huddles and one on one sessions to ensure performance and professional objectives are met. Exceed adherence and attendance metrics with greater than 95% conformance to schedule and less than 1% unscheduled absences each month. Successfully complete knowledge enhancing training modules during slow call interactions.

IBEX Global Communications

Customer Service -Technical Support (07/2019 – 03/2021)

Monitor and maintain help desk tickets and service requests from customer(s) and user community Provide timely and clear feedback of all QA/QC findings to the data owners, highlighting errors found and corrections needed Assist with software testing prior to system updates. Create and maintain electronic customer records. Maintain confidentiality of customer personally identifiable information. Validate and enroll customers in the online account management service. Update entries on all calls recording call drivers and resolutions. Review personal performance score cards and adjusts actions to improve statistics. Maintain greater than 95% daily attendance with less than 1% tardy incidents. Maintain access to data bases required for troubleshooting and service maintenance. Make/answer calls using the AVAYA voice over internet telephone system

Answer calls in a professional and pleasant manner, responding appropriately to request for information. Maintain a consistent professional demeanor and appearance

Headquarters, US Army Installation Management Command (01/2014-06/2018)

Senior Training Land Manager, GS-0301-13

Project Manager, Integrated Training Area Management.

Contracting Officer's Representative (COR) for over 400 Restoration and Rehabilitation projects on 18 installations across the United States. Developed Statements of Work (SOW), government estimates, project schedule and funding requirements. Consultant to 17 installation representatives on projects requiring environmental improvements using standard U.S. Army Corps of Engineers (COE) designs to comply with Clean Water Act (CWA), Clean Air Act (CAA), Threatened and Endangered Species Act (TES), National Environmental Policy Act (NEPA), Emergency Planning and Community Right-To-Know Act (EPCRA). Reviewed approximately 600 FY16 projects, accepting approximately 96% within a 30-day window. Manage projects requiring engineering consultation for vegetation removal (~17%), water crossings (~4%), maneuver trail maintenance (~17%), land shaping (13%), land assessments (~12%), erosion control (~9%), administrative support (~11%), and Geographic Information System support (~19%). Analyze data and draft reports used to provide recommendations compatible with published goals, guidelines, and intended objectives. Integrate a unilateral team of multidiscipline professionals to develop work practices according to the office of the Assistant Chief of Staff for Installation Management (OACSIM), Region, U.S Fish and Wildlife Service (USFW), U.S. Army Corps of Engineers (ACE), Natural Resource Conservation Service (NRCS), and Garrison subject matter experts. Liaison between Headquarters and lateral counter parts as well as facilitating information transfer up and down the organizational chain. Implemented the guidance of the Installation Management Command (IMCOM) G37 Sustainable Range Program (SRP) Manager based on general program priorities and specific directions. Established priorities and managed the time and workload of the SRP Land Team, established business processes and program implementation. Interpreted DoD and HQDA land management policy and guidance within the context of the program; approval authorities and provided guidance to garrison ITAM staff to ensure that resources were executed to meet HQDA and IMCOM HQ.

Financial Analyst

Provide market and cost benefit analysis. Interface with 18 installations and provide assessments of reimbursable and appropriated fund (APF). Reduced redundancies by integrating the requirements of 18 installations into one contract instrument, yielding an average 40% savings across the program. Improved standardized execution for the enterprise at the headquarters level in order to synchronize task execution methods. I ask “Why?” and “Who else has to do this?” as a starting point to determining exaggerated or deficient service delivery.

US. Army Environmental Command (05/2009 – 01/2014)

Environmental Protection Specialist, GS-0028-11/12

Senior Environmental Specialist.

Technical advisor to installations concerning annual reporting requirements, status of projects, and funding requirements related to seven of the twenty-two active Army Compatible Use Buffer (ACUB) programs totaling over $50M. Developed monthly project plans and annual execution timelines.

Established control and reporting procedures.

Scheduled, prepared, and conducted management in-progress reviews. Interfaced with outside organizations to resolve customer complaints, then developed and coordinated resolutions. Managed environmental programs, such as: Resource Conservation and Recovery Act (RCRA); National Environmental Policy Act (NEPA); Clean Air Act; Clean Water Act; Emergency Planning and Community Right-to-Know Act; Pollution Prevention Act; Toxic Substance Control Act; Solid Waste Management; and Water, Wastewater and Storm Water Programs. Identified environmental abatement projects.

Developed project plans for each assigned program, outlined environmental policy, and identified long and short-term goals and objectives. Managed new or redefined projects and procedures which often changed to integrate the latest or amended theories and techniques. Determined the resourcing requirements necessary for accomplishing program goals. If applicable, coordinated with higher level staff regarding high cost and/or controversial projects, including those covered under the Comprehensive Environmental Response Compensation and Liability Act (CERCLA). Conducted analysis to determine probable solutions for inclusion in recommendations when unconventional environmental problems were encountered.

Drafted written plans and schedules and set milestones for accomplishing program goals.

Incorporated federal, state, and local regulatory requirements into program design, implementation and evaluation. Budgeted for program needs and prepared, or provided input to, Circular A-106 documentation.

Grants Officer Representative (GOR)/Cooperative Agreement Manager (CAM)

Developed standard operating procedures for use by ACUB specialists and management when none existed. Prepared and delivered approximately four briefings per year to management and weekly to staff regarding ACUB projects. Interpreted corporate decisions, guidance, laws, regulations, and policy in the development of projects and intermediate products in support of a project.

Provided authoritative technical advice related to projects to civilian Contract Specialists, Contract Officers and managers. Established National Environmental Policy Act (NEPA) contracted actions to include Project scopes and acceptance criteria; Schedule milestones; Budgets; Roles and Responsibilities; Risk Analysis; Contingency plans; Performance measurements.

Solid Waste and Pollution Prevention Subject Matter Expert.

Environmental compliance trainer/assessor

Extracted reports from a consolidated data base to manage assessment findings and summaries. Conducted and average of five Solid Waste, Pollution Prevention (P2), and Recycling assessments per year at various Army installations Scheduled, prepared, and conducted management program reviews.

Coordinated discussion between organizations and supporting contractors to discuss problems encountered, then developed and coordinated resolutions.

Department of the Army Fort Knox, Kentucky (04/01/2007 – 09/29/2009)

Environmental Engineer, GS-0819-7/9/11

Evaluated and inspected: (1) over 1200 installation work sites; (2) transportation sites including vehicle operations (private, Army, other) rail operations, and air operations; (3) range operations; (4) ammunition and explosives operations and storage;(5) military training activities; (6) industrial operations; (7) incident investigation, reporting and administration; (8) operations involving use of ionizing and non-ionizing radiation; and (9) hazardous material storage, yearly.

Developed guidelines for new approaches where precedent did not exist.

Provided guidance on the procedural requirements for handling and storage of toxic materials or hazardous waste.

Maintained up-to-date knowledge of the requirements and techniques used for treatment, storage, packaging and handling of toxic/hazardous wastes.

Performed other duties such as P2 monitor and Environmental Management System monitor as applicable to ISO 14001 standards as assigned. Monitored, provided oversight, or evaluated routine activities related to Hazardous Waste, Drinking Water, Storm Water, Wastewater, Air Pollution, Pollution Prevention, Solid Waste, Underground and Above Ground Storage Tanks, Pesticides, and Petroleum, Oils, and Lubricants.

Performed internal audits and corrected deficiencies. Conducted audits/surveys in support of the installation Environmental Management Division Hazardous Waste Minimization Program. Identified pollution prevention opportunities and mentored military working units through proper hazardous waste management.

Education: Bachelor of Science, Environmental Management, 2005

Training:

PenFed Certifications

2021 ACH/EFT

2021 Any Non-Managers

2021 Card Services

2021 Compliance Department

2021 Cyber Security

2021 RE Projects

2021 Loss Mitigation

2021 Research Employees

2021 PMP Certification: Project Management Basics

References: Provided upon establishment of mutual interest.

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