Customer Service Administrative Officer
Resume:
Susan R. Glover
P.O. Box ***
Altus, OK *****
***********@*****.***
“Administrative Officer”
PROFESSIONAL PROFILE
Experienced decorated Air Force Veteran with 24 years Active Duty. Aspiring Administrative Officer with over two decades of experience in customer relations, effective communication, friendly, reliable, empathetic, critical thinking, problem solving, conflict resolution, attention to detail, flexibility and adaptability. Highly knowledgeable and skilled in consistently providing the best customer service. AREAS OF EXPERTISE
• Customer Service • Computer Literacy • Organizational Skills
• Leadership/Initiative • Interpersonal Communication • Records Management
• People Oriented • Education/Training • Supply Management
• Self-Motivated • Followership • Operations Management QUALIFICATIONS
• Over 24 years of Active Duty Air Force in diverse environments of customer service/leadership
• In-depth knowledge: Administrative Operations, Inventory/Records Management & Supervision
• 2 years of Education/Training leader of “think outside the box” meetings/process improvements RECENT WORK EXPERIENCE
USDA, APHIS, Vet Services, FiOps, Administrative Officer (03/2023 –05/2024) Assigns and reviews the work of staff to ensure timely performance, soundness, and value. Handles any employee conduct matters or complaints that arise. Reviews and analyzes staffing requirements to make recommendations to ensure effective and efficient use of personnel. Provides technical guidance on personnel matters such as employment, Office of Workers Compensation Program, personnel regulations, and personnel guidelines. Independently procures supplies, equipment, and services in accordance with procurement regulations and within assigned budget. Manages the Travel Section by reviewing travel authorizations and vouchers. Utilizes an Access Database to track all travel completed by employees. USDA, APHIS, Vet Services, FiOps, Program Assistant / Human Resources (04/2022 – 03/2023) Responsible for human resources activities for all district personnel. Onboarding and exit reviews of incoming and outgoing employees. Coordinates and facilitates interviews for prospective employees. Assists with position establishment, staffing and employment, employee benefits, and employee relations. Reviews, prepares, and transmits time and attendance reports using WebTA to the National Finance Center (NFC) for District personnel. Reconciles discrepancies or errors from payroll system and inputs, prepares leave audits, and transmits corrections as necessary. Susan R. Glover
P.O. Box 774
Altus, OK 73522
***********@*****.***
USDA, APHIS, VS, FiOps, Associate Deputy Administrator Office - Detail (01/2022 – 04/2022) Liaison between the ADA office and the Deputy Administrator, as well as representatives of the private sector, other Federal agencies, State governments, national and international organizations, other USDA agencies and agricultural interest groups. Facilitates responses to VS FOIA Requests from the Records Management Office. Follows-up to ensure information needs and coordination requirements have been satisfied and program line officials are informed of noteworthy requests. Maintains continual contacts with VS staff to assist in ensuring coordinate and flow of information throughout the organization. Garnered Fiscal Year 2022 First Quarter Freedom of Information Act (FOIA) Team of the Quarter Award for optimizing technology tools as the default search method for emails, shared drives, user computers, OneDrive, and SharePoint to remotely to collect and preserve responsive records using eComply. USDA, APHIS, VETS – Administrative Officer - Detail (08/2021 – 12/2021) Supervised and performed a full range of administrative management and business operation services,
(including budget and finance, personnel, procurement, officsupport services, and management analysis) essential to the operation of VS while providing managers with objectively based information for making decisions on the administrative and programmatic aspects of their operations. Assisted the VETS AO in building and maintaining a National Records Management Structure for all of VETS. Aided with preparation and processing of User Fees and Review for international health certificates.
USDA, APHIS, Veterinary Services – Registration Intake - Deployment (03/2021 – 4/2021) Supported FEMA by volunteering to be deployed for 30 days in Maryland while performing duties at Covid-19 Vaccination Clinics as Registration Intake Personnel on a Strike Team. Firstline of defense at the vaccination clinics ensuring patients were safe and healthy to be vaccinated with Jansen and Moderna dosages. Verified and entered PII data with patients utilizing the PrepMod database. Conducted audit reviews of data integrity prior to closing clinic. Awarded a Veterinary Services “Spot Award”, challenge coin and a commemorative artwork from APHIS Administrator. USDA, Headquarters – AskUSDA Customer Service Representative-Detail (09/2020 – 12/2020) Provided support to the Ask USDA Contact Center. Handled calls and created cases using Salesforce. Centrally collected consistent cross-mission area information from across multiple channels (phone calls, emails and live webchats) using modern communication methods. Investigated and resolved issues utilizing federal, departmental and agency regulations, policies and procedures. Gathered, analyzed and applied analytical methods and techniques to identify and initiate corrective actions. Trained incoming Customer Service Representatives on the duties and responsibilities. USDA, APHIS, CRDAC, VS, District 1 – Veterans SEPM (08/2019 – 07/2021) Provided leadership, guidance and support for VS Directors and their Civil Rights efforts; to monitor and evaluate VS’ progress in the areas of accountability, program delivery, workforce diversity, outreach, resources, recruitment, and retention. and to encourage integration of Civil Rights/Equal Employment Opportunity goals in all program activities and services. Recognized at the Field Ops & District levels for contributions to the African American SharePoint Site. Susan R. Glover
P.O. Box 774
Altus, OK 73522
***********@*****.***
USDA, APHIS, Veterinary Services – Program Assistant (07/2019 – 01/2022) Communicate with internal/external personnel by providing customer service support to the VETS mission with international pet travel. Submit BSE Payment/Fee Basis Requests from collectors/producers to Finance and input data entry into the budget database. Property custodian requesting and responding to data calls for property/vehicle inventory. Maintain a file system of cooperative agreements, recall/personnel data rosters and National Veterinarian Accreditation Program files. Manages Alabama and Tennessee Area Veterinarian in Charge calendar and schedules meetings updating manager of informed changes.
Full-Time Honor Student (10/2016 – 03/2019)
South University-Montgomery-Montgomery, Alabama
Classes included: Business and Managerial Communications, Leadership, Public Speaking, Introduction to Business, Legal and Ethical Environment of Business, Organizational Behavior, Operations, Project & Supply Management. Cumulative GPA 3.66. Student Ambassador, Good Samaritan Club, Inducted National Technical Honor Society December 2017 & Delta Mu Delta Business Honor Society May 2019. Veterans Affairs Volunteer Services - Work Study (08/2015 – 12/2018) Greeted clients for scheduled appointments for donation drop offs at Volunteer Services. Organized the office and volunteer data files. Passed out surveys and reviewed customer complaints through the Patient Advocacy Office to resolve concerns, issues and problems among Veterans. United States Air Force (01/1992 – 01/2016)
Maintained supply systems and procedures for customers ordering, receiving, storing of base supply related products and services. Responsible for managing, motivating, retention and training personnel. Education Integrator (07/2013 – 08/2015)
Air University-Maxwell Air Force Base, Montgomery, Alabama Planned and organized monthly meetings with Air University leadership to resolve problems with technology, personnel, and procedures. Instrumental in facilitating headquarter meetings for continuous processes of improvements for education and training for officers and enlisted personnel. EDUCATION
South University-Montgomery Bachelor of Arts in Business Administration Montgomery, Alabama Cum Laude March 2019
Community College of the Air Force Associate of Arts in Logistics Management Montgomery, Alabama December 2003
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