Case Management Customer Service

PROFESSIONAL SUMMARY

Driven and motivated Federal Investigator for the Equal Employment Opportunity Commission and has experience and has been recognized as being outstanding as an investigator, educator, and facilitator who is comfortable in all facets of Equal Employment laws and function. Recognized and sought after to organize, lead and provide clarity regarding EEO laws and violations. Proven ability to understand and convey complex information, develop positive rapport and lead with success. Initiator with strong customer and interpersonal skills assessing each customer’s needs. Works well under pressure with excellent decision making and leadership abilities. Exemplary dedication to superior work ethic. Core competencies include:

Equal Employment Opportunity Outstanding Verbal Communication Database / Case Management

Employee/Customer Relations Training/Development Research Analysis

Strong written communication Outstanding Customer Service Very Poised

EDUCATION

Master of Business Administration December 2021

Saint Leo University, Saint Leo, Florida

Bachelor of Arts in Psychology, Minor in Management, March 2014

Saint Leo University, Saint Leo, Florida

Associates of Arts, Liberal Arts, June 2011

Saint Leo University, Saint Leo, Florida

Graduate of DEOMI, Defense Equal Opportunity Management Institute, May 2008

DOD ADR Mediator Certified, May 2008

PROFESSIONAL EXPERIENCE

7/2015 – Present U.S. Equal Employment Opportunity Commission (EEOC) Norfolk, Virginia, GS-12, Step 3

Supervisor Norberto Rosa-Ramos; may we contact; yes 757-***-****

EEOC Federal Investigator

*Enforces all of the Federal statutes and regulations under the jurisdiction of the Commission. Title VII, GINA. ADA, EPA and ADEA to include retaliation. Performs a variety of assignments resulting in the identification and resolution of

of equal employment opportunity (EEO) problems. Responsible for EEO case processing from pre-complaint intake and formal complaint to closure and or resolution. Identifies problems and formulates solutions by employing a range of fact-finding and analytical techniques and procedures. Conduct an inquiry during initial interview with aggrieved person or purposes of determining complaints and jurisdictional questions. Provides EEO counseling, mediation and settlement negotiations to all the workforce at all grade levels. Utilizes Alternate Dispute Resolution processes. Prepares accurate and senior leadership on status of complaints in process, and the disposition of complaints closed. Prepares settlement agreements and memorandum of understandings for signature. Provides advice, guidance and training to internal customers on their rights and responsibilities with respect to EEO. Successfully processed over 647 cases.

*Plans and conducts investigations that involve individual or class employment discrimination charges, including complex cases that may involve multiple statutes and issues. Writes investigative plans that identify the issues, applicable legal theories, scope of investigation, types of evidence required, potential sources of evidence, and investigative techniques to be employed, and is responsible for all aspects of case management. Address management problems identify in the investigation.Obtains and examines documentary, electronic, testimonial and other forms of evidence related to the issues under investigation. Gathers evidence through witness interviews, affidavits, written requests for information, leads developed by the investigator, research, and when appropriate, administrative subpoenas. Conducts on-site investigations during which the respondent's facility is inspected, witnesses are interviewed, and personnel and other records are examined and copied. As appropriate, uses electronic case management systems to document and track these tasks and ensures that case management data is accurate and kept up to-date. 97 percent accurate.

*Weighs conflicting testimony, assesses witness credibility and analyzes the information obtained. Summarizes and organizes the evidence to identify facts that support or refute the allegations, respondent's defenses and, where applicable, evidence of pretext.

*When appropriate, recommends, convenes and conducts settlement discussions that involve the parties and/or their representatives in an attempt to obtain a mutually satisfactory agreement. Performs analysis to determine potential appropriate remedies for victims of discrimination. Has successfully negotiate over 1.3 million dollars in negotiated settlement agreements.

*In accordance with the outreach and customer educational goals of the Commission, prepares and delivers formal speeches, training or presentations to agency stakeholders on Commission policies, administrative and investigative processes, and various issues arising under Title VII, Civil Rights Act of 1964 - as amended, EPA, ADEA, ADA, Sections 102 & 103 of the Civil Rights Act of 1991, Sections 501 & 505 of the Rehabilitation Act of 1973, GINA, and any other laws or regulations enforced by the Commission. Has conducted over 40 outreaches.

* Serves as an acting supervisory investigator when designated.

*Has been called one of the top closers and received multiple accolades from both Attorneys, Charging Parties and their Attorneys. Has appeared many times in the District newsletter for settlements. Has appeared on television and radio to discuss EEO policies. Is down to earth, professional has built rapport with many Attorneys and organizations and gained the respect for being thorough and professional.

*Led the way for Fact Finding Conferences for the district that includes 6 offices often resulting in settlements.

* Develop position papers and recommendations for policy changes.

*Uses a variety of advanced alternative dispute resolution techniques. Facilitates party interaction, provides parties with resolution options to bring about successful resolution. Mediates disputes that typically include highly complex and complicated issues. Works with the parties to bring about an understanding of the mediation and negotiation process and the basic nature of the dispute(s), the issues it involved and the positions of the various parties.

*Drafts and revises as necessary settlement agreements and other case closure documents and submits factual and timely mediation reports.

*Ensures that data systems are kept current and accurate with respect to case processing and ensures timely processing of off all data.

* Manages cases in an excellent manner.

*Prepares and delivers speeches, training or presentations to a large array of agency stakeholders on overall EEOC policies, mediation, and substantive issues facing the agency and its stakeholders to include

*Employs an in-depth knowledge of EEOC's multi-statutory missions both in mediations conducted and in outreach and training presentations to effectively present the agency's policies and procedures.

Performed over 40 outreaches and held training sessions in an excellent manner. Knowledge and skill in public speaking necessary to make formal presentations, speeches and/or training to diverse audiences in order to further the outreach and prevention goals of the Commission.

Knowledge and ability to effectively collaborate and contribute in a teamwork environment;

Knowledge and skill to effectively use personal computers and software applications related to the input and upkeep of data and records related to Commission investigations and operations, and the ability to quickly learn to use and adapt to advances in technology employed by the Commission that are related to the investigative process, case management and Commission operations.

Exhibited Excellent customer service and received many accolades from complainants, Attorneys and even internal customers.

Unparalleled customer service skills.

4/2015 – 7/2015 Commander Naval Surface Force Atlantic, Norfolk, Virginia GS-6;

Supervisor- Commander Micheal Thibodeaux; may we contact; no he transferred; 40 hours per week.

Administrative Technical Manager -Prepare, draft and review correspondence for grammar, format, and compliance with 98% accuracy. Prepare draft form material such as messages, memoranda’s, letters and reports

Identified ways to improve the efficiency and effectiveness of N6 ADMIN by seeking training outside of the department to be more equipped for handling Defense Travel requests and concerns.

9/2011 – 9/2014; Computer Science Corporation Center for Personnel and Professional, Virginia Beach, Virginia; Supervisor- Catherine Jourdant; may we contact-no she transferred; 40 hours per week.

IT BUSINESS ANALYST- Responsible for developing and documenting functional requirements by working with the stakeholders and subject matter experts. Has created 162 documents assisting and training 36,639 users. Work closely with key business stakeholders and project managers for project documentation. Analyze and define and document business requirements by participating in design, contributing insights and ideas. Create process flows and diagrams as needed. Work with development team to document and solidify schemas as relates to impacted systems and project. Support PMO Director as needed.

Instrumental in improvement of current Business processes for Corporate Enterprise Training Activity Resource System (CeTARS) and Enterprise Navy Training Reservation System (eNTRS). Improves systems by studying current practices; designing modifications. Recommends controls by identifying problems; writing improved procedures.

Defines project requirements by identifying project milestones, phases, and elements. Maintains user confidence and protects operations by keeping information confidential. Prepares technical reports by collecting, analyzing, and summarizing information and trends. Implemented database to track over 200 technical standard operating procedures. Complete and turn in reports and status weekly. Superb work increased productivity by 70 percent for users utilizing both eNTRS and CeTARS.

5/2010 – 9/2011 United States Navy; Naval Computer Telecommunications Area Master Station, Norfolk, Virginia; Supervisor- Aaron Graham -757-***-****;may we contact-yes; 40 hours per week.

DIVISIONAL CAREER COUNSELOR – Conducted Career Development boards, assisted over 100 perssonnel in

MANAGEMENT- Directed a staff of 6 military personnel in all administrative functions supporting a high-pace environment. Created and maintained an effective tracking system, using Microsoft applications to provide up-to-date status of 324 personnel on career choices, leave chits, and special requests to the upper chain of command efficiently and on demand.

TRAINING / FACILITATOR

Monitor training career programs status, initiating change procedures to correct, update or enhance training programs for 5 divisions and a department of 324 personnel and develop initiatives to address new training requirements. Ensured 100% compliance.

Conduct analysis of training data and statistics, course evaluations, surveys and subject matter expert inputs and provide recommendations for goals and objectives.

Oversee curriculum approval, review and update processes for controlled curricula ensuring currency, technical accuracy and delivery is timely and supports demands.

Prepare and submit annual budget submissions, identify funding levels and budget initiatives to meet operational and technical requirements of the training center.

Plan work to be accomplished, set and adjust short-term priorities and prepare work completion schedules.

5/2008 –5/2010 United States Navy; USS George H.W. Bush (CVN-77), Norfolk, Virginia; Supervisor- Michael Hunter, Master Chief, USN, Retired -757-***-****;;may we contact-yes; 40 hours per week.

EQUAL OPPORTUNITY ADVISOR - Principle advisor to the Commanding Officer and managers on all matters related to the Equal Employment Opportunity (EEO) program, employee civil rights and special emphasis programs. Encourage the use of Merit Systems Principles and research and interpret federal laws and policies to ensure agency compliance. Apply knowledge on prohibited personnel practices, and assist bargaining employees with labor and employee relations concerns. Process all required reports with regards to EEO, Drug Free Workplace Program and coordinate with regional EEO in processing reasonable accommodations requests the use of the alternative dispute resolution or other mediation techniques.

Stood up EEO program and trained over 3,000 personnel on EEO and diversity in a creative, crowd engaging manner.

Provided sworn testimonies to the Department of Defense on various EEO issues. Applied knowledge of the EEO complaints process, ADR Program. Assisted with preparing official correspondence/documentation regarding any formal action or adverse actions taken during conflict resolution procedures.

EEO COMPLAINTS SUPPORT- Assisted with the processing of complaints from the informal stage to formal stage. Submitting acceptance and acknowledgement documents for legal review and issuance to complainants. Processing the intake of complaints and assisting clients in finding alternative or other appropriate avenues of relief. Monitored internal and external processes to ensure decisions, hearings, and investigative support documents were generated in accordance with time requirements.

EEO CASE REVIEW/MANAGEMENT- Performed intake of complaints and concerns presented to the EEO office. Processed complaint information in electronic database (Icomplaints). Assisted with the coordination of investigation process with witnesses, legal staff, and involved parties

ROSTER MANAGER- Managed a team of 5 Mediators and informed them of all training events. Coordinated ADR events with Conveners, Program Managers and Roster Managers. Ensure Mediators meet certification requirements. Monitored mediation performance. Selected and provided Mentor Mediators Ensure Mediators meet re-certification requirements. Review Mediator certification files for compliance. Address Mediator certification requirement deficiencies. Coordinate required training events with DON Workplace ADR Program Manager and Assistant General Counsel.

ALTERNATIVE DISPUTE RESOLUTION- Conducted interviews and mediated 45 cases with all but two ending in a resolution at the lowest level possible. Prepared and submitted Mediator certification packages. Assist commands in getting new Mediator candidates. Assist with planning and implementation of the Annual ADR Training Summit.

TRAINING AND DEVELOPMENT- Conducted one on one training with new hires. Developed training presentations, processes or procedures that ensure effectiveness of training delivery. Led training courses and ensured all training initiatives are documented in accordance with regulatory agency requirements. Over 2 years, trained over 3,000 personal in onboard briefs and current EEO laws and directives.

COMMAND ASSESSMENT- Serve in an advisory capacity and trainer to the Command Managed Equal Opportunity Advisor and to the Command Assessment Team. Administer and conduct, track the Defense Equal Opportunity Management Institute climate survey garnering an annual average participation of 90%. Conducted over 20 focus groups, coordinated with leadership, and prepared documentation to brief and submit to senior leadership. Through these efforts the command has seen a decrease in EEO related issues. Member of the Cultural Awareness Committee encouraging inclusion and diversity.

7/2004 –2/2008; United States Navy; Executive Administrative Assistant; Mid- Atlantic Regional Center, Norfolk, Virginia; Supervisor-Antonio Bengco, Chief, USN, Retired-757-***-****; may we contact-yes; 40 hours per week.

EXECUTIVE ADMINISTRATIVE ASSISTANT- Screened and prioritized all incoming correspondence, publications, regulations and directives for executive leadership by reviewing each report or document, verifying records and data, or other materials for completeness, correctness, consistency and authenticity for preparation of signatures of the executive staff. Applied extensive administrative expertise in Navy correspondence to develop, from rough draft to final form, official Navy correspondence, enlisted evaluations, officer fitness reports, awards and directives, ensuring accuracy, proper formatting, spelling and grammar. Maintained the schedules, appointments and meetings for the executive staff utilizing Microsoft Outlook. Maximized the use of Microsoft software applications to develop reports for meetings, briefings or conferences. Maintained proper and necessary control over classified materials and exercised discretion and sensitivity regarding confidential matters. Worked independently and collaborated with Directorates creating a teamwork environment.

Command Assessment Training Team -Assisted the EEO Officer in the coordination, implementation and monitoring of the EEO, Reasonable Accommodation and Special Emphasis Program policies for 100 + federal civilian employees and 1500 + military employees. Obtained and provided data and other information on EEO and employee stats as requested by the EEOO. Served as the agency representative to the Commanding Officer by attended monthly Cultural Awareness meetings and evaluated various programs offered through the Cultural Awareness Committee. Provided input and recommendations to the Commanding Officer in regards to tailored programs for the command, programs for supervisory attention as well as programs for general employee use. Assisted in conducting and tracking the annual command climate survey, the development and presentation of EEO/Sexual Harassment and diversity-related training programs.

PROFESSIONAL DEVELOPMENT, TRAINING AND MILITARY SCHOOLS

Defense Equal Opportunity Management (DEOMI) Institute

Department of Defense Certified Mediator

Equal Opportunity Advisor

First Line Leadership Development Program,

Interpersonal Communication

Instructional Methods,

Time Management

Human Relations

Business Communication

Diversity in the workplace

Personnel Supervision

Record Keeping, Personnel

Project Management

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