Customer Service Food Safety

Maria K. Serviora

**** ******** **. #***

Kansas City, MO 64102

Email: *****.********@*****.***/**********@*****.***/*****.*.********.***@****.***

Home: 913-***-****; Work: 318-***-****

Security clearance - Secret status – Expires September 2022.

Work Experience:

U.S Army Contracting Command, 408th Contracting Support Brigade), (09/26/2018 – 02/03/2019) – S-1 Human Resources Specialist – Duty Station – Camp Arifjan, Kuwait Contact:

Supervisor: Ms. Joyce Brown – DPARC - DSN; 318-***-****, CONUS Mobile; 803-***-****; OCONUS Mobile; +965********; Email: *****.*.*******.***@****.*** ; Pay Grade: GS-0201-12 step 3 Hours per week: 80 - OT-45

Advises the Commander and staff on the status of civilian personnel management, administration and support required and available for current or proposed operations. Recommends actions considered necessary to maintain activities at the required level of operational and combat readiness. Serves as a primary advisor to the Commander and staff on civilian personnel management and administration matters within the command. Coordinates the civilian personnel support for the Brigade and subordinate commands with the servicing Civilian Personnel Advisory Center (CPAC). Maintains liaison with higher HQ for policies pertaining to agency-specific programs, benefits, and incentives. Plans work on a long-range basis; sets goals and objectives; establishes overall priorities and functional team responsibilities; resolves work and civilian administrative problems; and evaluates the effectiveness of the functions coordinated. Directs programs and program segments requiring significant resources. Finds and implements solutions to eliminate or reduce significant bottlenecks and barriers to production, to promote team building, and to improve business practices.

Plans for and conducts the implementation of civilian personnel operations within the Command and its geographically dispersed subordinate units. Civilian personnel programs include such functions as merit promotion plan administration, recruitment/fill of positions, pay and entitlements, pay setting, promotion, counseling, personnel utilization and hiring, transfer, reassignments, Permanent Change of Station (PCS)/Renewal Agreement Transportation (RAT) orders, performance appraisals, equal employment opportunity (EEO), incentive awards, leave, retirement, position description classification, overseas benefits, strength reporting and management, personnel accountability, and the preparation and maintenance of personnel records and reports. Prepares and routes/processes all Requests for Personnel Action (RPAs) in support of civilian personnel management. Establishes and maintains personnel administration records in accordance with guidelines established in the Army Records information Management System (ARIMS). Develops plans and programs for counseling and providing advisory services to military and civilian personnel. Advisory services include counseling on merit promotion, benefits and entitlements, retirement, and civilian personnel matters.

Coordinates civilian personnel and pay matters within the command and its geographically dispersed subordinate units. Works with DFAS customer service representative in resolving matters pertaining to pay and benefits. Works with CPAC personnel in resolving matters pertaining to deployment/redeployment, civilian personnel requirements, benefits, performance appraisals, career programs, equal employment opportunity, and Acquisition Corps requirements. Disseminates information to ensure civilian personnel understand their responsibilities related to personnel and to ensure the servicing CPAC understands the broad activities of the command, its mission, its organization and its personnel needs.

Serves as the alternate Defense Travel System (DTS) Administrator and Government Travel Card Coordinator for the Command and supported units. In that capacity the incumbent is responsible for assisting in the management and support of the DTS program. Accesses and reviews travel authorizations and vouchers for accuracy and compliance with the Joint Federal Travel Regulation (JFTR)/Joint Travel Regulations (JTR). Remains current on DTS changes and forwards updates to appropriate customers. Coordinates DTS user training. Receives and forwards applications for the Government Travel Card program. Serves as liaison between cardholders and higher HQ Agency Program Coordinater for card activations, changes in hierarchy, deactivations, credit limit increases/decreases and delinquent accounts.

Analyzes and interprets the Code of Federal Regulations (CFR), Office of Personnel Management (OPM), Dept. of Defense (DoD), Dept. of Army (DA), Army Materiel Command (AMC), Army Contracting Command (ACC), Expeditionary Contracting Command (ECC) and Theater guidance and prepares/coordinates implementing guidance. Interprets regulations, directives and policies and advises, assists, and instructs staff on civilian personnel management and administration matters. Plans, develops, and issues instructions to maintain and improve civilian personnel management and administration support operations and to provide the command with optimum manning and civilian personnel support. Provides assistance to subordinate units on civilian personnel management and administration matters. Maintains contact and makes periodic and special staff visits, as appropriate, to provide assistance and ensure compliance with policies and regulations. Maintains liaison with higher HQ and subordinate units on civilian personnel and administrative management. Prepares and conducts detailed analyses of reports and requests for assistance in resolving personnel management and administration problems. Coordinates with and provides guidance to staff elements on matters within the scope of assigned responsibilities. Researches circumstances and drafts responses to Congressional and other high profile special inquiries.

U.S Army Sustainment Command, 401st Army Field Support Brigade - SWA (Rock Island, ILL), S-1– KUWAIT (03/24/2018 – 07/18/2018) – Program Specialist (Human Resources) – Duty Station – Camp Arifjan, Kuwait, Pay Grade: GS-0301- 12 Hours per week: 80 - OT-56

Serves as liaison between management and servicing personnel office and coordinates all aspects of the activities' personnel actions with the servicing personnel office. Monitors, coordinates and tracks all on-going and projected actions and continuously updates the staff. Maintains files and documents on all actions, coordinates actions with appropriate staff or supervisor. Completes and reviews numerous reports to include tracking of personnel actions and status of hiring actions. Identifies deficiencies or discrepancies; determines improvements or changes in procedures and recommends plans to improve efficiency of processing actions and solutions to eliminate recurrence of unfavorable conditions.

Provides advice and assistance to managers and supervisors on complex personnel management matters involving staffing, and recruitment and placement actions. Analyzes mission, management objectives and organizational goals, projecting personnel needs and potential problems. Provides advice and assistance to management regarding loss of skilled employees, recruitment and hire lag problems, expansion or decrease in missions, merit promotion, reassignments, reduction-in-force details and numerous other placement actions. Interprets and explains all regulatory and procedural requirements for all staffing and recruitment and placement actions. Tracks bulletins and referrals and ensures

recruitment actions are processed in a timely manner. Verifies accuracy of personnel data on all documents.

Provides administrative support and general assistance to the activity commander, managers and supervisors. Initiates, monitors, forward and track all requests for personnel actions (RPA's) for the activities. Reviews all personnel actions for conformity to appropriate laws and regulations and alerts the submitting official to proposed actions that appear to be inappropriate. Responsible for the quality control of outgoing workforce management documents. Is the command's source of expertise on using the various HRM automation programs. Works with managers in the development of annual open season and out-of-cycle official structure change requests and assures regulation compliance.

When requested, also assists activities' managers in the preparation of other workforce

management and structure change memorandums and documents.

As the activity Commander's human resources advisor for workforce management, the incumbent independently resolves difficult Issues and problems requiring consideration of the total workforce management program. Provides briefings, data analyses and recommendations on a wide variety of personnel action issues and problems that affect the activity. Reviews new and modified HR directives, policies, procedures, requirements, and briefs the Commander and affected supervisors on significant changes. Drafts implementation instructions as necessary. Conducts studies to generate and present a

variety of historic/background information and supporting data as required by the Commander. Similarly, reviews information and data provided to the Commander In support of proposed workforce management and official structure actions; helps to assure that this material is accurate, objective, complete, and usable; obtains verification or clarification of suspect material. Plans and completes special projects.

Coordinates the assessment of training needs and the submission of training requests, overseeing command performance management and awards activities, etc. Monitors the accomplishment of employee management and position structure activities within the command to help assure the consistency of internal application of established policies and procedures, and to ensure that required actions are initiated in a timely manner. Keeps the Commander apprised on the general state of workforce management and official structure administration activities within the organization. Represents the Division Chief at meetings on Human Resource and Resource Management/Manpower related matters that do not require his/her personal attendance.

Serves as the primary liaison between management and servicing personnel office for all classification and position management actions. Advises and assists management in classifying and evaluating civilian positions ensuring accuracy and consistency with established position management and classification principles, practices, policies, standards and regulations. Assists management in preparing position descriptions, processing classification appeals, implementing new classification standards and explaining

classification to employees. Coordinates classification/position data to the DCA (delegated classification authority) for review. Advises Management on Fair Labor Standards Act (FLSA) status, Environmental Differential Pay (EDP) and position sensitivity. Ensures personnel documents reflect appropriate TDA paragraph and line numbers, work center codes, location codes, etc. Works with division staff on the development of the TDA and other organizational and staffing plans. Monitors, coordinates and recommends organization position structures. Through studies and position surveys, develops position management recommendations and provides to management to ensure position description accuracy, effective position management structures, and accurate classification of positions.

08/21/2017 – 03/02/2018 – Human Resources Assistant (Federal government contractor), GSA (General Service Administration), Human Resources Management, HR Shared Services, Kansas City, MO 64108 ; Equivalent to GS-9 Hours per week: 20

As a Contractor supporting the agency, front desk duties; greet visitors, answer phones, receive and distribute mail and packages, processing 52s, conducts onboarding processes and procedural actions for new hires, presenting information using slides, communicating instructions verbally; Assisting with Leave Donor program, sending out notices and contacting leave recipients via email;

Notifying union representatives of new employee onboarding dates; Writing and/or issuing Human Resources Updates concerning various HR topics or announcements, finalizing correspondence; Arranging Federal Employee Health Benefits Open Season fair for providers; Gathering and preparing documentation packages in response to third party inquiries, e.g., EEO claims and or investigations. Have excellent customer service and interpersonal skills. Apply a wide range of office automation software such as Word, Excel, and Power Point, CHRIS system or comparable HRIS system. Security clearance - Secret status – September 2012. Expires September 2022.

09/28/2016 – 04/12/2017 – Lead Human Resources Specialist (Classification/Recruitment & Placement) – Department of the Army – Civilian Personnel Advisory Center (CPAC), 504-B Holbrook Road, Fort Bliss, TX 79916.

As a senior HR Specialist, assigned to a new team developed to work directly for the staff to assist with Hawaii and JBLM-Fort Lewis CPAC’s with various routine actions.

Service IMCOM/FORSCOM performing operational assignments in CHRA. Assist journeyman specialists with the following (i.e. classification audits, staffing audits, PPP, DE, etc.), work special projects.

Quality Check all actions from my team. Taking full responsibility for any errors made after the fact based on Quality Checks both Staffing and Classification actions.

I’m proactive to get in and help the team work actions when needed. I delegate 100% of the work to the team. Assist with open announcements and work referrals. Assist when team's workload is high, which may include working actions from cradle-to-grave.

Responsible for all Classification matters and issues involving Routine and Non-Routine actions. Tracking and maintaining PET and Portal Status notes for the team's actions being worked. Providing team direction and with ensuring actions are updated and moving timely.

As a senior HR Specialist working in a CPAC exercises utilizes an expert level of knowledge and skill in applying the full range of HR methods, principles, practices and evaluative methodologies sufficient to advise on and/or resolve the full range of operational problems which range from recurring through complex and unprecedented. Utilizes a wide range of HR practices, laws, regulations, policies, and precedents sufficient to: provide expert HR management advisory and technical services on complex and wide-impacting customer functions and work practices; use detailed analytical methods to identify, evaluate, and recommend in-depth alternatives with impact analyses to management to find appropriate HR solutions; use non-standard operating practices or highly modified HR work procedures for delivering effective HR services to Army and non-Army customers; and provide written and oral communication techniques sufficient to develop and deliver briefings, project papers, status/staff reports, and correspondence to managers to foster understanding and acceptance of CHRA findings and recommendations.

02/23/2015 – 9/30/2016 – Human Resources Specialist (Classification/Recruitment/Placement) – US Department of Agriculture - Food Service Agency (FSA), Talent Acquisition Branch - State & County Services Section - Human Resources Operations Division, Kansas City, Missouri 64133; GS-0201-12 Salary: $73,380.00 Hours per week: 40

As a Human Resources Specialist coordinates both the program planning and program execution phases with labor market conditions, and the requirements of other personnel activities, agency operating programs, management objectives, and principle applicable agency, Department, and OPM policies, procedures and guidelines and directives. providing customer support to federal agencies, internal and external customers; composing and communicating findings, both written and verbal, in a clear and well-organized manner in order to exchange information with key stakeholders and external customers; Interpreting quantitative and qualitative data to evaluate the effectiveness of programs and operations.

Consulting with stakeholders to develop, implement, and evaluate human capital plans, programs, and/or initiatives. Leading employee engagement efforts, (e.g. the administration of surveys and focus groups).

Compiling and analyzing workforce analytics data to identify trends and recommend human capital solutions. Work also involves providing support for the marketing and implementation of the agency’s People Plan to the agency’s business units to assist in achieving the objectives therein. Leads and supports various strategic human capital initiatives and programs, such as competency modeling, workforce planning, reorganizations and organizational development activities.

Provides technical advice and guidance to HRD personnel in the interpretation and application of laws, regulations, executive orders and decisions related to advertising and recruiting for vacancies, rating and ranking or grouping of applicants and referral to selecting officials; Initiates personnel actions involved in the recruitment, selection, promotions, transfers and other types of personnel actions, and setting of pay. Classify position descriptions, determine correct classification, managing reporting requirements, review PD and annotate build details and build position, attach build and PD to RPA. Finalize logs and update reports and route to staffing. Prepare evaluation statements.

Ensures compliance with operating procedures and regulations submitting requests to the Emergency Prepardness Division (EPD) personnel security for background investigations for new hires and/or position sensitivity changes (security levels). These programs concern such things as examination recruitment, selection, appointment, placement, detail, leave, promotion, reduction-in-force, reassignment, separation, and transfer of employees. Lead staffing assistants with various recruitment actions. Provides advice and counsel to applicants and employees relative to the basic functions of the organizations or positions, qualification requirements of the position, and policies and procedures. Collaborates with managers and HR specialists in developing and implementing plans for mission area wide activities with colleges, universities, and industry to promote the image of mission area agencies and to attract high caliber job applicants and to ensure interface of recruitment planning and objectives with mission area EEO objectives. Develops and maintains contacts with colleges and universities, offices of public employment services, and other sources of recruitment for Pathways events.

Performs an analysis of the position description and determines proper assessment tools. Discussess and determines appropriate selective factors with management. Coordinates and conducts job analysis; develops assessment tool and crediting plans as required for general schedule position. Uses automated staffing solution/system to develop, modify and/or update vacancy announcements and post as required. When preparing vacancy announcements; determines format, appropriate opening period, area of consideration of vacancy announcements, etc. Submit bi-weekly workload reports and hold monthly meetings with servicing state office management to discuss recruitment actions (SF-52’s), non-competitive actions, etc. for review and planning.

Applies OPM Qualification Standards of General Schedule Positions for positions to disseminate the qualification requirements of the announced position in the vacancy announcement. Interprets and publicizes time-in-grade requirements, CTAP requirements, and special hiring authorities. Performs qualification analysis and explain the findings and determinations to applicants and/or hiring managers; screens applications for a variety of occupations for minimum qualification on the basis of experience and educational requirements, recurring clerical, technical, trades and entry level professional and administrative positions against applicable standards; ensures compliance with priority placement programs (RPL, CTAP, ICTAP, etc). Ensures compliance with operating procedures and regulations. Ensures applicants are placed on certificate of eligibles in proper score order and that veterans preference is adjudicated properly.

Develops certificate(s) of eligible, placing candidates in proper rating and ranking order; maintains registers and determines number of eligibles to certify for vacancies in a timely manner; processes OPM certificates and direct hires. Audits certificates of eligibles and ensures selections are made adhering to federal regulations. Provides necessary information or refers to specialist when higher level of assistance is required. Responds to routine inquiries on procedures for filing applications merit or delegated examining vacancy announcements, reinstatements, transfer to another agency filing for vacancies at other activities, etc (Pathways), concerning timeliness, documentation and signature requirements. Provides action status to employees, supervisors and managers. Responds to applicant questions regarding vacancy status and rating; notifies applicants of final status and closes out case file.

Makes job offers, requests release dates and obtains preliminary employment data. Coordinates the filing of positions under Special Placement Programs (VRA, Individuals with Disabilities, and Student Programs); determines eligibility, registers candidates, and maintains and provides referrals as requested. Serves on a team on highly difficult or sensitive projects related to recruitment and placement activities.

Systems: eRecruit (Super User); Web52, NFC (National Finance Center), Empowhr, eOPF, Speed of Trust and OPM Hiring Excellence, Active OPM Delegated Examining Certificate expires 2019.

07/21/2014 – 2/6/2015 – Staffing Specialist (Federal government contractor) – USDA – Food Safety and Inspection Service (FSIS), Human Resources Operations Division, Minneapolis, MN 55403; Equivalent to GS-12 Salary: $70,000 Hours per week: 40

As a Contractor supporting the agency to meet the demands to assist with closing out the current backlog of HRO actions, conduct data clean-up required for service computation dates; and other staffing duties. I assist and advise management in identifying, attracting and retaining a high quality and diverse workforce. Investigated and conducted project reports referencing SCD clean-up of compliance reviews. Developing staffing plans, determining recruitment sources; advertising and filling vacancies in accordance with regulations; developing job analysis and crediting plans for vacancies. I’m expert in planning and executing actions with minimal supervision to ensure vacancies are filled as expeditiously as possible, ability to use software comparable with that of the office. Using software applications such as eRecruit, NFC (National Finance Center), EmpowHR, DataCat and ConnectHR, Web52 and other HR systems for recruitment.

Identify sources of job applicants and candidates, determines appropriate staffing methods to identify job candidates. Prepares vacancy announcements, process SF-52’s for various personnel actions in accordance with appropriate regulations. Develop job analysis and crediting plans for a variety of positions. Rank order applicants by analysis of appropriate experience, training and quality or selective factors. Utilizes appropriate staffing plan or excepted service procedures. Prepares selection lists. Applied OPM guidance to determine Reduction-In-Force (RIF) entitlements, also generated letters to employees that were effected. Ensures selections are made of accordance with applicable regulations and requirements. Keeps managers informed as to communications made and progress on individual cases.

Provide monthly In-Process Review (IPR) that provides FSIS managers with current and planned activities for the major task areas described in this Statement of Objectives (SOO). I present an updated status report to the COR (Contracting Officer Representative).

09/23/2013 – 07/18/2014 – Human Resources Specialist (Classification /Recruitment/Placement) - DFAS (Defense Finance & Accounting Service) HR Share Services - Support to others (DISA TEAM); Human Resources Division Indianapolis, IN 46249 - Pay Grade: GS - 0201 – 11 step 2 Hours per week: 40

Meets and exceed customer expectations and agreements while providing efficient and cost effective products and services. Utilize resources and technology as available to standardize and improve processes in order to increase efficiencies and insure adequate controls are in place. Through team work and technical competence, support customer mission by recruiting and retaining a highly skilled workforce. Understand the impact of issues and decisions on other personnel functions. Successfully manages placement process by interfacing with managers/customers, determining appointment authorities, timely issuing job offers and coding/processing actions. Classify position descriptions, determine correct classification, managing reporting requirements, review PD and annotate build details and build position, attach build and PD to RPA. Finalize logs and update reports and route to staffing. Prepare evaluation statements. RPA is appropriately annotated IAW with PPP requirements. All actions received prior to the cut-off date will be processed within appropriate pay period. Accuracy and timeliness will be measured quarterly based on random sampling of personnel actions processes.

Requests, understands and utilizes pertinent information gathered from management/customer in order to meet the 80 day metrics in posting of vacancy announcements/JOAs. Prioritizes and manages work to complete the vacancy announcements/JOAs within an average of 7 calendar days of receiving RPA in Staffing. PPP will be cleared within 2 days of receipt of RPA in Staffing. Accuracy and timeliness will be measured quarterly based on random sampling of individual work assignments.

Based on professional knowledge of CFR, Agency policies, job requirements and applicants' submitted information, issue the Referral List within an average of 12 calendar days from the closing date of the Vacancy Announcement and educate management to ensure they are informed of the selection process. Accuracy and timeliness measured quarterly based on random sampling of individual work assignments.

Create an environment of teamwork and customer service through collaboration and empowerment. Deliver quality products and services to internal and external customers with proactive response to anticipated and emerging issues. Through positive behavior, increase satisfaction of team members and customers. Support customers and team members by proactively communicating expectations and results. Inform customers and team members when issues arise along with status and corrective actions. Communicate successes as well as lessons learned in order to build team and customer satisfaction.

Actively promotes team cooperation and fosters a harmonious working environment with team members. Supports team efforts and is consistently willing to do whatever is necessary to accomplish the mission. Seeks resolution in areas of difference in theory/opinion.

Demonstrates an understanding of the concept of customer service through timely, thorough and professional responses to customer’s needs. Treats both internal and external customers respectfully and fosters a cooperative atmosphere, as evidenced by formal and informal feedback. Accepts accountability for methods, quality, and timeliness of services.

Expresses ideas accurately and completely. Prepares written documents in a clear, concise, and technically correct manner. Provides timely responses, listens effectively. Coordinates effectively so that all relevant individuals and functions are included and informed of problems, decisions and actions. Utilizes active listening skills in an effort to provide and exchange accurate information and anticipate customer needs. Communications with customers are consistently clear, unemotional, and grounded in fact and reason. Written and oral communications are in language that the customer understands and can articulate to others such as their employees and the Union. Responds calmly and professionally to difficult or confrontational situations. Clearly performs the advisory role in assisting managers and/or customers so as to avoid confusion about who holds authorities and responsibilities. Ensures that issues are addressed from a holistic or big picture view and involves others as necessary to avoid issues or problems later on. Keeps team leader and/or supervisor timely informed of matters that require higher level attention or are likely to be raised up the management chain. Ensure administrative, business and internal processes are adhered to and properly executed.

Accepts accountability for updating tracking systems such as ATS (Action Tracking System) USAStaffing to ensure accurate statistical reporting of DFAS and customer Hiring Reform metrics. Maintains timely and accurate workload data. Measurement based on regular review of data by supervisor.

Properly safeguards and protects PII and Privacy Act information. Measurement based on feedback from customers, HR management, and supervisory observation. Provides timely and accurate accomplishment of administrative tasks such as but not limited to time & attendance input, mandatory training, leave requests, and ad hoc tasks assigned by supervisor.

Proactive to ensure controls are followed and documented for processes such as PPP clearance,

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