Customer Service Human Resources
Resume:
Kenneita Landry
Emeryville, CA 94608
*********@*****.***
Summary of Qualifications:
Proficient in Microsoft Office Suite, Type 40+ WPM and 10-Key
More than a decade of experience in providing effective and efficient customer service
Ability to confront stressful situations while remaining calm and composed
Organized, dependable, flexible and “EAGER TO LEARN”
EDUCATION: Merritt College
EXPERIENCE
05/22/2023 to Present Department of Labor-(OFCCP)- (40 hours Full-Time)(GS 9 and GS 11)
Oakland, C
Equal Opportunity Specialist- ( Investigator)
Conducts evaluations on cases with minimum supervision to determine if contractors' affirmative action programs contain acceptable hiring, promotion, termination, and equal pay plans.
Negotiates agreements for acceptable affirmative action programs.
Evaluates policies and practices and provides technical guidance in developing affirmative action programs.
Performs mathematical and statistical functions while evaluating cases and conducts investigations.
Performs computer functions, utilizing all available automation.
Compiles and drafts reports, letters, and memoranda.
Conducting routine evaluations and/or investigations to determine compliance with organizational policies or procedures.
Evaluating policies and practices and/or providing technical guidance for programs (i.e., applying fact-finding methods to support programs, evaluating records, conducting surveys, and/or conducting interviews, etc.)
Performing analyses and compiling reports of data (i.e., mathematical, and statistical data) to determine impact of compliance policies and procedures.\
This announcement serves as public notice. Applications submitted will be placed into a pool and will remain on file for selection as positions become available.
Vacancies may be filled for up to 6 months after the closing date of this announcement. Applicants may not receive notifications of referral status until the full 6-month eligibility period has elapsed.
Applications may be gathered from additional recruitment sources.
Appointees will be placed into positions where human resources duties (e.g. Benefits, Payroll, Employee/Labor Relations, Staffing and Recruitment, Classification, Security and Suitability, or Training) occupy the majority of the work performed.
If selected for a strategic planning position, appointees may serve as a human capital management advisor that integrates workforce analysis and planning, human resource management, and
[cont'd] capability development to strengthen organizational success by aligning the workforce to both current and future service demands.
[cont'd] Lead enterprise-wide human capital management efforts including strategic workforce planning, succession planning, and employee engagement activities to achieve a desired future state
[cont'd] and partner with agency stakeholders to integrate and align human capital planning with budget, performance, and information technology planning.
Knowledge of fundamental labor relations and employee relations law, theories, principles, and practices with an understanding of the interrelationships of human resources management programs sufficient to provide integrated solutions to labor and employee relations problems/issues; knowledge of collective bargaining/union agreements in order to advise and assist management and others in the interpretation/execution of the contract and other agreements; knowledge of fundamental principles and methods used in collective bargaining including negotiating strategies, interest/position based bargaining processes, and dispute resolution sufficient to articulate and facilitate management interests; knowledge of consulting methods and techniques sufficient to meet/deal tactfully and persuasively with others to resolve a wide range of issues, including those which are occasionally controversial or sensitive in nature, and to maintain harmonious relationships with all parties
Provides authoritative advice and technical guidance to management at all levels in an assigned BOD within the IRS on the full range of human resources policies, practices, and matters affecting working conditions that require consultation with NTEU (National Treasury Employees Union) and which have a significant impact on the labor/management climate within the organization(s) serviced. Management advisory services may also address various issues of precedence both within and outside the serviced organization(s). Cases consistently worked are complex, including 1203 and UNAX cases.
Researches and analyzes case law, MSPB (Merit Systems Protection Board) decisions, the National Agreement, precedents, policies, administration handbook and bargaining history, FLRA (Federal Labor Relations Authority), FSIP (Federal Service Impasses Panel), arbitration decisions and guidance to determine negotiability of union proposals which have an impact throughout the serviced organization and beyond. Incumbent 'partners' with management in the examination of problems/issues and in developing solutions from an interest-based standpoint.
Serves as the principal point of contact on labor/management matters of overall concern including grievances, unfair labor practices, appeals, contract interpretation, labor relations training, preparation and conduct of contract bargaining, etc. Provides technically accurate interpretations of negotiated agreement provisions and reconciles conflicting technical viewpoints. Independently conducts manager training and outreach on complex issues such as FMLA, Reasonable Accommodations; due process requirements, UNAX and regulatory requirements.
12/04/2022 to 05/19/2023 Veterans Benefit Administration (40 hour a week Full-Time) )(GS 9 and GS 11)
Oakland, Ca
Veteran Service Representative
Performs individual quality reviews to determine the authorization quality level of individual VSRs for purposes of individual performance standards in accordance with an established monthly schedule.
Conducts focused "in-process reviews" for cases to determine the accuracy of claims action taken. (Such reviews are for station-level feedback and improvement only, not used for individual performance standard purposes.)
Responsible for sharing authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions.
Reviews products or activities for quality of performance and enters the results into the on-line STAR checklists.
Evaluates and identifies deficiencies of all elements of a claim from evidence development, income, and dependency issues, to award processing and authorization. Provides an explanation of errors and includes comments where attention is warranted.
Prepares STAR data reports and provides to personnel in the regional office who are authorized to request and receive such reports.
Develops various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
Ensures all program requirements imposed by Compensation Service and/or the Pension and Fiduciary Service and the Court of Appeals for Veterans Claims are met or implemented.
02/19/2019 to 12/04/2022 Equal Employment Opportunity Commission (40 hours a week Full-Time) )(GS 9 and GS 11
Oakland, Ca.
Office Automated Assistant/Investigator
Ensures that incoming correspondence and documents, whether sent via email, email or fax, are accurately identified, recorded, routed, and when applicable, associate with the proper complaint file.
Responds to inquiries from a variety of individuals including complaints, their representatives, respondents, representatives of organizations inquiring about the status of complaints or the process of filing complaints, and witnesses.
Drafts types, reviews, and routes simple and or complex correspondence, prepares, meeting minutes, maintains and updates the Director’s contact list.
Prepares PowerPoint Presentations, Excel, Spreadsheets, graphs, charts, and other electronic documents related to the affirmative employment program and investigation and compliance program.
Assists the Director with clerical and administrative tasks, including, as directed, developing and maintaining a filing system and copying and scanning documents.
Performs office automation duties using software applications such as electronic mail, desktop publishing, calendar, spreadsheet, database and or graphics in support of the Office.
Assists personnel interested in filing equal employment opportunities (EEO) complaints by explaining the process in detail and advising them of the avenues of redress.
Complies case files with appropriate number of copies, maintains complaint files, assuring completeness, proper form, timeliness, and security, and tracks deadlines for mailed correspondence sent and received by the EEO Office.
Performs administrative clerical support work including mail distribution, processing purchase requests, securing printing services, time and attendance and securing meeting spaces.
Handles a variety of administrative matters, such as drafting replies to inquiries, preparing letters of appreciation, and preparing official reports, supply and training request.
Operates a desktop laptop computer using various computer software and applications for preparation of correspondence, special reports, briefing charts, etc.
Performs other duties as assigned as well.
Handling legal documents.
Review bankruptcy documents for open and closed cases to be processed for court proceedings.
I have experience interpreting laws, regulations, and administering administrative procedures to derive conclusions involved in assessing and assuring compliance.
I have experience identifying basic regulatory violations concerning job discrimination.
Reviewing and processing a variety of legal and medical documentation records and evidence with the applicable rules and regulations. Communicates with a variety of individuals to provide advice and guidance in legal claims, hearing process, or other programs that may be related.
Interpreting laws, rules or regulations and written guidelines.
Explain the provisions to others, using a computer to prepare correspondence.
I have experience using the computer using word processing software with Word, Access, Excel, PowerPoint., used for data input, inquiries, queries, reports, or case tracking.
Reviewing legal or medical documents for accuracy in accordance with applicable rules and regulations.
Communicating with a various individual to provide or elicit information. Applying and interpreting laws, rules or regulations and written guidelines, using a computer to prepare correspondence in draft and final form or to prepare reports.
Determining the pay rate for charging parties on how they were compensated for our records, authorizing what compensation they may receive withing negotiations with their employer.
Making determinations on non-medical charging parties have being that they were hurt on the job.
Received evaluating medical evidence, reports and medical documents on factual and legal correctness.
Utilizing automated systems to enter, update and finalize charging party claims, adjudication and what compensation information for payments may received after mediation or case has been resolved with compensation.
Serves as an Automated Office Specialist assigned to one of the ten Regional Offices providing and coordinating administrative and business support services to the Regional Office and Field personnel.
As a Regional Records Custodian, maintains the Records Program ensuring compliance with CISA and departmental policies and procedures.
Serves as an authorized card holder for the Region's purchase card to support supply, procurement, training and other procurement-related or contracts management needs.
Serves as a Regional Access Control Officer (RACO). Coordinates with GSA Building Management to facilitate the coding of staff PIV cards for building and elevator access in GSA-controlled spaces.
Supports Fleet Management activities within the Region. Handles day to day fleet management inquiries from the field and HQ.
Primary Time and Attendance Timekeeper. Manages Time & Attendance requests, questions, and issues for regional office and field personnel.
Provides support to the regional Human Capital functions. This includes, but is not limited to, pay and personnel issues, hiring support, onboarding, off-boarding, awards and recognition, and performance management.
Provides support to the management and execution of facility operations, asset/property management, and logistics support to the Region.
Provides Executive Secretariat support within the Region. Assists Region leadership in receiving, reviewing, assigning, coordinating, and responding to all taskers assigned through the ExecSec process - to include coordinating and formulating Region responses, providing recommendations to leadership for consideration, and/or coordinating leadership reviews and approvals
Practical knowledge of a body of laws and related rules, regulations, and precedents involved in Federal employee appeals and litigation relating to Federal employment.
Skill in interpreting and applying them to varying situations; skill in evaluating the relevancy of precedents and summarizing pertinent data on issues;
Skill in researching and maintaining legal databases using electronic resources;
Skill in communicating with others in order to exchange legal information;
Skill in problem analysis and problem solving sufficient to communicate in the style and mode appropriate for work at the level of an appeals court.
11/03/2014 to 02/19/2019 Internal Revenue Service (40 hours a week Full-Time) )(GS 9 and GS 11
Oakland, Ca
Automated Collections Systems (Collections)
Provide technical assistance to individuals and businesses through telephone interaction in a dynamic call center environment, frequently assisting irate and agitated callers.
Monitored incoming calls by using the Verint System as an On the Job Instructor (OJI remote).
Technical Knowledge/Research.
Answered technical questions by utilizing IDRS, AMS, SERP etc.
Provided written communication documentation feedback on paper and through Skype as well.
Works Independently.
Time Management (Deadline met).
Worked independently
Use communication skills
Addressed a wide range of complex tax procedure and compliance issues.
Applied and explained the tax code to assist taxpayers in understanding and meeting their tax responsibilities.
Secured, analyzed, and protected sensitive personal and financial information.
Made determinations to file liens, levies and accept installment agreements by using sound judgment to apply complex tax rules to resolve taxpayer dispute and delinquency issues.
Analyzed and evaluated information Involving the research of computerized records by accessing multiple online/database systems.
Took financial statements and scrutinized bank statements, wage statements, profit and loss statements, loan documents and a variety of legal and financial documents to determine taxpayer’s ability to pay.
Processed EIN verification letters for taxpayers.
Determining the pay rate for charging parties on how they were compensation purposes for records purposes, authorizing what compensation they may receive within negotiations with the employer.
Making determinations on non-medical or medical charging parties have being that they were hurt on the job.
Received evaluating medical evidence, reports and medical documents on factual and legal correctness.
Utilizing automated systems to enter, update and finalize charging party claims, adjudication and what compensation information for payments they may receive after mediation or case has been resolved with compensation.
Completed levy releases, account adjustments, penalty abatements and placed accounts in Non-Collectible status to protect taxpayer rights.
Maintained contacts with other federal, state, and local governmental agencies, private agencies and organizations, to assist clients in obtaining all services appropriate to their individual circumstances.
Handling legal documents.
I have experience interpreting laws, regulations, and administering administrative procedures to derive conclusions involved in assessing and assuring compliance.
Handling legal documents,
I have experience interpreting laws, regulations, and administering administrative procedures to derive conclusions involved in assessing and assuring compliance.
Contact this candidate