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Customer Service Manager

Washington, DC
January 06, 2020

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Reianna D. Chavez

**** ****** **.

Silver Spring, MD 20902



Travel Management Specialist, GS-0301-12, (40 hours) 2006 – 02/2019

Indian Health Service, Division of Finance PC (DFPC), Rockville, MD

Interpreted travel-related regulations and policies at the federal, departmental, and agency levels; developed, maintained, and ensured compliance with relevant operating policies, procedures, and guidelines; and responded to policy-related questions from all levels of the agency. Applied federal government travel regulations and directives in order to determine government travel allowances related to permanent change of station (PCS) and temporary change of station (TCS).

Determined proper travel entitlements such as household goods (HHG) shipment, shipment of privately owned vehicle, miscellaneous expenses, DHHS Joint Travel Regulations (JTR), for each type of travel.

Answered customer inquiries, explained procedures, researched and resolved complex problems, and provided well-researched and appropriate information for various employees and dependent requirements. Operated as IHS’s primary liaison with travel system; the Department’s Travel Representative; the Government Travel Card Account Manager; Travel Coordinator; the General Services Administration; the Department of State and any other external organizational associated with IHS’s travel program.

Provide required documentation to Indian Health Service headquarters employees, such as sale of house agreements, purchase of homes for relocated employees, transportation agreements and rotation agreements when employees are extended. Handled travel-related applications; managed transaction-based audit programs for travel system and IHS travel card; implemented policies, procedures and safe guards that satisfied IHS CIO’s requirements for handling and protecting sensitive data.

Oversaw the International Travel Program, which included: the issuance of Passports, Visas and Country Clearance credentials; ensuring all international documentation (guidance, forms, training requirements) is current, relevant and accurate; responsible for processing Passports/Visas maintain accreditation necessary to retain necessary certifications. Reviewed and processed Request for Orders involving a myriad of civilian travel, foreign passports, etc.

Capable of multi-tasking; an enthusiastic team player who learns fast; able to project a positive attitude, comfort, and confidence to all team members; good at computers; and excellent at telephone etiquette.

Program Support Assistant, GS-303-07, (40 hours) 12/1999-2006 Indian Health Service, Office of Environmental Health & Engineering (OEHE), Rockville, MD

Performed administrative tasks associated with maintaining and supporting the work performed within OEHE. Ensured that administrative work and activities were completed timely and accurately.

Served as point of contact to the assigned department and provided exceptional customer service. Provide professional customer service to meet the customer's needs. Maintained communication with supervisor, OEHE staff and other staff to ensure day-to-day functionality of programs.

Received visitors and screened telephone calls to determine the correct subject matter expert and provide professional responses accordingly.

Performed a variety of analytical duties that include completion of business process workflows to ensure efficient and effective administrative operation.

Maintained control of correspondences and action documents to ensure timely action in accordance with established requirements and deadlines. Prepared documents such as correspondence, forms, and reports which included technical material, graphs and charts.

Prepared and maintained departmental calendar and meeting schedules for OEHE staff.

Prepared and reviewed for accuracy for all obligating documents such as travel orders, travel vouchers, requisitions, purchase orders, training request making sure time-frames were met.

Established and maintained all files in accordance with the established records management system. Coordinated with staff on file management; organized and maintained subject-matter files with established records management system guidelines on appropriate file/records storage, retrieval and updates, disposal, etc.

Trained and assisted staff in use of automatic data processing equipment and software programs

Served as the principal timekeeper for OEHE staff, utilizing the Integrated Time & Attendance System.

Assisted with ordering supplies, equipment, printing and maintenance service; received telephone calls, visitors, and referred calls, and visitors to appropriate program staff; arranged for conferences with other federal, tribal, state and local organizations and performed other related duties as assigned.


Proficient with MS Word/Excel/PowerPoint/Outlook/Access


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