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Cynthia Willis

General Administration Customer Service Specialist

ad3wxn@r.postjobfree.com • ad3wxn@r.postjobfree.com • 979-***-**** College station, Texas, US

Growth-focused and diligent professional offering substantial experience in streamlining full spectrum of customer relations management, combined with exceptional leadership skills and strong operational acumen for conducting administrative duties. Professional Summary

Meticulous professional equipped with exceptional aptitude for optimizing organizational growth by providing progressive strategies, empowering team members, and effectively carrying out profitable procedures.

Instrumental in engaging with clients to deliver exceptional customer service experience along with managing all operational facets to improve productivity and achieve ultimate success.

Well-versed in spearheading business development programs from inception to successful completion within stringent timeframes while adhering to company’s vision and mission.

Proactive individual with quality to operate in challenging environment with flexible, diligent, and efficient manner.

Excel at leveraging diverse expertise for operational excellence, including customer service management, corporate security, liability, risk assessment, and team mentorship.

Recognized as Certified Firearms Instructor, RSO Badging, and THOR / SMSe / CCure / Bio-Metrics Enroller / and Iris Manager.

Proficient in assessing and dealing with JPAS (DISS), INDeCert, DSSCERT, and NISPOM violations.

Expert in Microsoft Office Suite, My Services, SharePoint, SMSe, CCure 9000, Velocity, and Adobe Acrobat.

Possess DOD Level II Secret Clearance with top secret eligibility. Areas of Expertise

• Strategic & Tactical Planning

• General Operations Optimisation

• Inventory / Supplies Control

• Customer Relations Management

• Corporate Security

• Crisis Management / Contingency

• Problem Assessment & Mitigation

• Conflict / Complaints Resolution

• Investigations / Fraud Prevention

• Asset Management

• Team Leadership & Coordination

• Cross-Functional Collaboration

• Documentation & Data Entry

• Advanced Communication

• Law Enforcement

Career Experience

All Native Group Inc. (U.S. Embassy Baghdad) 2016 – 2022 Badging Supervisor

Managed end-to-end aspects of RSO Badging Office and staff. Facilitated delivery of daily, weekly, and monthly reports to Countermeasures Agents in timely manner, prior to archiving in SharePoint. Formulated and executed robust training / refresher training regimen intended for new hires and staff to enhance performance of administrative duties including review, processing, and archiving of badge applications as well as clearance verifications procedures and placard requests. Signed timesheet along with scheduling Personal Time Off (PTO) and coordinating all travel arrangements. Key Highlights:

• Enforced compliance of Badge office operations with Mission Access Policy, Regional Security Office Countermeasures (RSO) Security policies, Standard Operating Procedures (SOP), DOS policies, and COM policies.

• Conducted multiple duties simultaneously such as databases management, face to face customer service, phone call response, meeting arrangement, and computer systems maintenance.

• Acquired swift solutions for badging issues by reporting the problems to ARSO in timely manner. All Native Groups Inc. (U.S. Embassy Baghdad) 2016 – 2022 Badge Technician

Multitasked in roles of Customer Service / Security Badge / Biometrics Technician while coordinating with RSO to operate computer systems and utilize databases to verify badge status and government clearances for DOS & DOD, contractors, visitors, and liaison personnel, including individuals from varied agencies within Intelligence Community. Processed badge requests and renewal forms printed and issued vehicle placards, and verified authorization. Composed and delivered weekly reports for Badging Office to RSO Countermeasures. Provided proactive support for inventory maintenance and ordered supplies for Badging Department. Assisted Department of State and Department of Defense in operations of Badge Printing Systems and Vehicle Placards. Managed travelling and hotel bookings for Rest and Relaxation (RR) while providing comprehensive expense reports for reimbursement. P a g e 2 3

Key Highlights:

• Collaborated closely with RSO’S and multiple personnel for processing of applications and privileges along with updating databases accurately with current information.

• Processed fingerprinting (THOR) and Iris (SMSe) for local as well as third country national employees.

• Mentored and empowered newly hired employees in badging department. Brazos County Court House Collections 2015 – 2016

Front Desk Customer Service

Played vital role in multitasking position of Front Desk Customer Service and responded to hardline phone calls / emails concerning fines. Input and retrieved data from multiple screens for acquisition of fines for court cost, attorney fees, restitution, and warrants. Key Highlights:

• Established Payment Agreements with offenders and received money for courts in addition to delivering warrant reminders. Navasota Police Department 2014 – 2015

Tel-Communications Operator

Addressed hardline phones and responded to radios traffic. Managed dispatching of Police Officers to concerning incident locations. Dealt with documentation involving warrants, criminal trespassing warnings (CAT computer), and filing hard copies. Recorded information of stolen vehicles, stolen guns, warrants, and relevant data on NCIC / TCIC computer. Key Highlights:

• Attended 911 calls and sent emergency vehicles such as fire department, police, and ambulances.

• Followed up and acquired requested information from Texas and National inquiries pertaining to stolen vehicles, stolen guns, and personnel warranted for arrest.

Additional Experience

Security Specialist, Fluor Afghanistan

Security Coordinator, KBR Inc. Iraq

Security Technician, KBR Inc. Iraq

Senior Security Officer, ECP & POL KBR Inc.

Security Officer, Entry Control Point (ECP) KBR Inc. Security Officer, Installation (Afghanistan)

Texas Department of Criminal Justice, Texas

Education

Criminal Justice

Amarillo College, Amarillo Texas

Criminal Justice

Sam Houston College, Huntsville Texas

Corporate Security

KBR University

Licenses & Certifications

TLETS/Nlets Basic Procedures Course, Tcole Course# 3809 CJIS Security Awareness, Interpol

TTY Texas Commission on Law Enforcement Officer Standards and Education Telecommunications Operator LSLETS543

Public Safety Telecommunications

TCLEOSE 1013

TCLEOSE 2120

FEMA IS-00200.b

FEMA IS-00100.LEb

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