Service Office
Resume:
MALORES V. HALL **** Black Friars Circle
Catonsville, MD 21228
*********@*******.***
OBJECTIVE
To provide administrative support in an area that will utilize the expertise and skills that I have acquired and performed as a professional.
EXPERIENCE
3/2014 – Present TRAX International, NASA GSFC, Greenbelt, MD
Liaison Specialist
Ensured efficient and effective administration of Management Operations Directorate (MOD) Services.
Coordinated activities, and measured and analyzed reports on performance and customer satisfaction.
Served as a Liaison between Center Directorates and the Customer Service Office (CSO) regarding performance, coordination of services, and effective completion of activities, customer satisfaction, and potential growth of services.
Modeled outstanding customer service support and leadership while remaining knowledgeable of the services provided by the MOD.
Acted as a technical expert of the resolution of problems or issues related to substantive mission-oriented programs that influence the development and maintenance of relationships with various Directorates to enhance Code 200’s service delivery.
Created processes which allowed the Directorate to pursue collaborative arrangements and relationships with the Center.
Provided advice and assistance on developing policies and procedures for the MOD CSO and Liaison activities.
Planned, organized and coordinated briefings and informational exchanges during planning sessions for special events and new projects.
Trained MOD and Center personnel on the operations and functions of the eMOD ticketing system. Also assisted customers with tracking and monitoring their requests.
Developed and provided presentations at monthly DSR meetings on special event projects.
Interacted continuously with Director of Code 200 and Deputy as well as with Division Chiefs, Lab Chiefs, Branch Heads and Project Managers to provide status of special events planning for current and future projects.
Developed CSO marketing tools, i.e., Customer Service Directory, Customer Service Brochure, and Customer Service Desk Facts Card.
12/2008 – 3/2013 Management Operations Directorate, Customer Service Office, NASA GSFC, Greenbelt, MD
Liaison Specialist
Analyzed and resolved complex organizational and program related issues in developing and maintaining cohesive relationships with all Directorates to enhance Code 200’s service deliveries, customer service quality and effectiveness.
Developed strong relationships with all Directorates while collaborating with its customers and Code 200 service providers to fulfill requirements in support of special events and projects.
Planned and conducted briefings with upper management on the status of ongoing projects and special events.
Advised and recommended innovative approaches for avoiding and resolving problems while reducing conflicts when coordinating Code 200 services with technical teams and customers.
Served as the point of contact regarding organizational service requirements and addressed customer service related questions.
Developed and provided quarterly updates to the Customer Service Directory that provides detailed descriptions of all Code 200 services and how to request those services.
Created all CSO marketing materials for roadshow events that introduced the CSO to all Directorates that provided an insight on how the CSO Liaisons and the Code 200 Service Providers work as a team to provide specialty services for special events and Center projects.
Wrote awards for the Chief CSO for the contractor support team and the eMOD development teams.
Acted on behalf of Chief CSO by attending meetings in her absence and reporting back to office staff.
Developed training tools for the use and maintenance of the MOD’s eMOD ticketing system.
Assisted customers with the tracking and monitoring of their service ticket request.
Developed and maintained administrative databases and spreadsheets that are used for analyses that are used for Code 200 service decision-making.
Planned and reported on analyses and evaluations with various complex features that require new processes to resolve new problems, such as evaluating changes from variations in demand for Code 200 services.
Served on panels, committees and working groups responsible for conducting advanced analyses of Code 200 service requirements.
Provided technical data, guidelines, and technical reports for Code 200 specialty services.
Assisted in developing, organizing and implementing functional short and long term service plans.
Conducted functional inspections for compliance with policies, plans, regulations and work planning activities and provided Code 200 resource estimates.
Reviewed productivity in all MOD services areas and identified problem areas and overseen implementation of solutions to those existing problems.
8/2006-12/2008 Small Business Office, NASA GSFC, Greenbelt, MD
Liaison Specialist
Reported directly to Associate Administrator of Office of Small and Disadvantaged Business Utilizations (OSDBU) on GSFC Small Business actions or other Small Business (SB) Initiatives.
Supported 8(a) Set aside contract pre-proposal conference for $28M contract by responding to SB and set-aside questions from SB participants.
Reviewed Procurement Purchase Requests (PR) to determine the appropriate NAICS codes and for compliance with Federal regulations and policies.
Reviewed sub-contracting plans, performed analyses to determine appropriate socio-economic goals for SB, Small Disadvantaged (SDB), Hub Zone and Women-Owned (WO) Businesses.
NASA GSFC point of contact for the complex electronic Sub-contracting System (eSRS).
Liaison between the Small Business Administration’s Representative and Contracting Officers while coordinating proprietary/confidential information to resolve procurement protests.
Provided input and advice to NASA HQ to submit changes to the FAR which addressed necessary improves to the eSRS operational process.
Provided input to establish the language for the issuance for submission of sub-contracting data in the Procurement Information Circular (PIC).
Liaison to the Center’s Technical Advisor, COTRs and Contracting Officers to resolve differences of interpretation of the Statement of Work (SOW) for a particular procurement.
Formulated policies and procedures governing the operation of the Small Business Office at the GSFC.
Designed SB Customer Service Survey to track and resolve response to Small Business marketing their businesses to NASA.
Managed and schedules mandatory NASA Small Business conferences, meetings and forums.
Negotiated and monitored SB Conference contract with WO Business. Prepared SOW, advising the contractor of critical timeframe requirements associated with the orchestration of the SB conference. Reviewed and approved all purchases and ensured that those purchases were in accordance with the NASA FAR standards.
Analyzed bid proposals, performed cost/price analyses to determine reasonableness, fiscal sound production capacity, quality control and SB financial stability to perform the contract.
Conducted research and responded to Small Business Congressional Actions.
Initiated and processed Minority Business and Advocate Award Nominations.
Education
1997 Howard Community College, Columbia, MD
Completed Course and was certified in Early Childhood Education.
Affiliations
Urban League
Lifetime NAACP
Homeless Women’s Ministry
Training (NASA) (some training not listed)
1992 Writing Fundamentals
1994 Office Management for Secretaries
1994 Workforce Diversity
1995 Intro to WordPerfect for Windows
1995 Types of Contracts
1995 Mission Enhancement and Team Building
1995 Intro to Lotus 1-2-3
1995 Certified Professional Secretaries Exam
1996 Women’s Program Conference
1996 Around the Table Workshop
1996 MS Word for Windows
1997 Renewing Commitment and Motivation
1997 Speak up Let Your Ideas Count
1998 Habits of a Highly Successful Communicator
1999 Retirement Planning at any Age
1999 Intro to PowerPoint
2000 Women Leaders’ Conference
2001 Administrative Support Conference
2001 Management Analysis
2002 GSFC Mentoring Program
2002 Coaching Skills
2002 Commercialization Overview
2003 TADSBAT
2004 Contracting Officer Technical Rep
2008 Writing Fundamentals
2008 Mentor Protégé Program
Other Interests
Code 210 Award Panel
Member of GSFC Mentoring Program
Code 200 Career Development Working Group
Code 200 Survey Team
Code 200 Creative Working Group
Code 200 Safety Committee
Awards (numerous, too many to name)
Special Performance 2003, 2004, 2005, 2006
Special Achievement 2003, 2004,
Special Act 2000, 2004
Time off 1999, 2000, 2005, 2008, 2009, 2010, 2011, 2012, 2013
2010 Group Achievement
2010 Summer of Innovation Middle School Event Special Achievement
References
Ms. Karen Weaver *****.*.******@****.***
Ms. Anetra Tucker ******.*.*****@****.***
Richard Keegan Richard ******@****.***
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