Customer Service Program Support

Location:

Posted:

September 22, 2022

Resume:

Overview

Solution-driven financial/public relations/project manager, versed in balancing primacies; meeting deadlines; reducing costs; improving systems, processes and bottom-line results; leading diverse cross-functional teams; delivering strategic initiatives; gaining consensus among diverse groups; and managing complex milestones under pressure while adapting to challenges, changing environments, and shifting priorities.

Expertise

•Budgeting and Finance

•Strategic Planning

•Cost Analysis

•Auditing/Policy Compliance

•Change Management

•Risk Management

•Crisis Management

•Team Building

•Marketing/Communication

•Process Improvement

•Problem Solving

•Debt Management

•Reducing Costs

•Joint Ventures and Alliances

•Outstanding communications and organizational abilities

Experience

DoD Defense Information Systems Agency

Fort Meade, MD

Director, Financial Operations and Program Support Division

June 2020-May2022 Standard 40-hour work week

Served as the principal consultant to Office of the Chief Financial Officer on all matters related to reimbursable operations and program support (e.g., budget formulation, Dormant Account Reviews Quarterly, travel operations, miscellaneous payments, Order to Cash operations, billing statements, resource management, audits, internal management controls, contract administration, etc.), to the premier-information-technology provider for the President, Vice President, Secretary of Defense, all military services, combatant commands, and any individual or system contributing to the defense of the United States throughout the world, under all conditions of peace and war. Directs a workforce consisting of over 2K employees in 27 States and 13 countries, a congressional multi-year appropriation budgets of ~$25B, a Defense Working Capital Fund of ~$6.9B, and contracts and other assets of ~$9.6B. Supervised four GS-14 Branch Chiefs (Chief, Program Support (Reimbursable); Chief, Program Support (National Capital Region); Chief Program Support; and Chief Financial Operations) directly in dispersed locations. Developed and overseen the implementation of a management structure for the acquisition of services at high dollar thresholds established by DoD. Performed broad managerial long/short range program planning and assesses progress toward achieving statutory and departmental objectives with global scope and significance. Managed the preparation of detailed and comprehensive justification for mission program, and represented and defended justifications to higher authority as appropriate. Served on various top-level boards and committees regarding general management phases of the program. Recommended or acted on proposals having considerable impact on the various aspects of the program and projects. Planned, directed, and supervised division work to ensure consolidation of multiple appropriations into a coherent funding picture. Directed the budget integration management programs with significant multi-million-dollar resources, and advised Program Leaders on the status of financial programs, and deals with OSD, OMB, and Congressional Staffers. Planned work to be accomplished by the office, set and adjusted short term work priorities, and prepared work decisions to resolve complex problems pending from lower levels. Assigned work based on priorities, difficulty of assignments, and capabilities. Established a Reimbursable Support Cell (centralized reimbursable experts across the enterprise into a single office) streamlining reimbursable processes and mitigating gaps in reimbursable funds management support across the enterprise. Implemented a quality control mechanism of entry-level internal control activities; ensured mission stakeholders participated actively in taking the appropriate actions to track, validate and correct $800K dormant unliquidated obligations. Liaised with Congressional Staff to devise and implement the Fiscal Year 2021 budget. Developed performance standards and evaluated work performance. Counseled and advised employees on work and administrative matters and resolved complaints and grievances. Developed performance standards and identifies training needs and arranges for training. Conducted the interview and selection process and approves appointment, promotion, or reassignment. Advised, counseled, and instructed subordinates on work and administrative matters. Heard and resolved employee's grievances within the division. Reviewed and approves disciplinary actions within limits of authority. Approved within grade increases, compensatory time hours, leaves schedules, and employee’s travel. Coordinated the management of all financial inspections, audits and reports performed by external agencies, such as the GAO, Kearney, the Inspector General, etc. Reviewed internal and external financial audits, GAO findings, IG reports, management studies, etc., for actual or potential material weaknesses which may require action by responsible offices. Prepared formal requests for personnel action to fill vacancies; detail, reassign, or promote employee. Made selections of employees from lists of eligible applicants. Provided advise and counseled employees regarding their progress in meeting performance requirements, or actions needed to meet standards. Initiated minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. Developed performance and appraises standards. Interviewed candidates for vacancies within the unit. Performed the full range of supervisory responsibilities utilizing subordinate leaders to direct, coordinate, and oversee the work including planning and scheduling work assignments, providing advice, counsel, or instructions to employees on both technical and administrative matters, setting priorities for completion of work, developing operating budgets, and providing methodologies in meeting goals and objectives. Made approving selections for subordinate non-supervisory positions. Resolved group grievances or serious employee complaints. Reviewed and approved serious disciplinary actions, such as suspensions, involving nonsupervisory subordinates. Approved expenses comparable to within-grade increases, extensive overtime and employee travel. Recommended/approved awards for nonsupervisory personnel and changes in positions classification. Developed performance standards. Implemented ways to eliminate or reduce significant bottlenecks and barriers to production, promote team building, and improve business practices.

•Recommended performance and incentive awards for personnel and changes in position classification.

•Performed multiple tasks at one time; instrumental in CFG31 meeting the competing and compelling demands of supporting the certification of travel authorizations/vouchers training requests, miscellaneous payments, while performing research and providing funding for valid chargeable requirements following the cancellation of the appropriation on the original funding document with a 50% staffing shortfall/cut.

•Fostered a customer-focused team – received laudable feedback from internal and external customers from all levels of employees (employees, supervisors, managers, directors, etc.) for providing exceptional customer service consistently.

•Completed job objectives and work assignments efficiently and effectively– instrumental in the Program Support Branch receiving exceptional recognition for processing 1,639 RPAs, liquidated over 507 DAR-Q travel transactions, 422 miscellaneous payments, 12 permanent change of station transaction, 2,749 travel authorizations, 1,575 travel vouchers, and 247 local vouchers consistently by the third quarter of the FY22 rating period.

•Overseen reimbursable operations across the enterprise, while performing research and key supporting documentation for the Dormant Account Review Quarterly with a 74% staffing shortfall– received laudable feedback from internal and external customers from all levels of employees (employees, supervisors, managers, directors, etc.) for providing exceptional customer service excellently.

•Instrumental in the Reimbursable Support Cell processing 1,644 reimbursable projects (totaling over $327.6M, performed 19,216 cost transfers (totaling over $11.4M) by the third quarter of FY22.

Instrumental in CFG31 meeting the competing and compelling demands of overseeing the review and testing of dormant accounts across the enterprise, while performing research and providing key supporting documentation for numerous audits with a 42.8% staffing shortfall.

•Facilitated the DAR-Q/Audit Team’s review of 11,028 transactions (totaling $1,077,640,743.24; $88,569,895.78 in adjustments) during 21Q2-21Q4 and 22Q1-22Q2.

LTPO Program Management Office

Huntsville, AL

Financial Manager, SES (E)

December 2019 – June 2020 Standard 40-hour work week

Served as the principal consultant to Lower Tier Project Office (LTPO) leadership on all matters related to comptrollership (from budget formulation to auditable financial statements), for the largest provider of expeditionary, campaign-capable land and air forces to combatant commanders with the required capabilities to maneuver across geographic boundaries worldwide. Used individual initiative in determining and supervising actions involving special analysis and studies dealing with a variety of budget issues. Acted in an advisory capacity to program managers for Foreign Military Sales (FMS) support. Emphasized and explained budget limitations, program requirements, and directives. Directed attention to actual or potential funding problems and recommended policy and procedures for solving them. Served as a financial consultant to management on issues such as budgeting strategies and techniques, use of financial management products, resource distribution, program priorities, financial forecasts and projections, and development of short and long-range financial plans. Assisted in the administration and closure of foreign military sales funding for PATRIOT requirements for FMS case management. Performed analysis and research for reconciliation of long-standing contract and in-house unliquidated obligations - to include coordination with the Project Office United States Army Security Assistance Command, Army Contracting Command, and the Defense Finance and Accounting Service. Assessed processes for FMS cost, transactions, financial data, documentation requirements, and program panning. Responded to tasks related to FMS funding (e.g., funds availability inquiries, issuance of new funding, various funding adjustments, and frequent and highly detailed inquiries regarding FMS billing anomalies and errors to initiate corrective actions). Provided recommendations for upcoming amendments and modifications to ensure all requirements were met. Facilitated the implementation of the Dormant Account Review Quarterly to facilitate the liquidation high-risk, high-value balances of dormant undelivered orders (UDO), delivered orders, unpaid (DOU), undelivered orders, paid (UDOP), and unfilled customer orders (UFCO).

•Performed in-depth analyses and audits of all expiring year transactions – recouped over $1.7M for reutilization during the mid-year review.

•Collaborated effectively with the Defense Finance and Accounting Service Agency and foreign payroll offices – ensured proper payroll deductions of Foreign Nationals and the return of over $450K of erroneous excess collections.

•Ensured adherence to applicable law, policies, regulations and procedures by developing, implementing and maintaining appropriate processes and procedures for foreign military sales appropriations.

•Saved approximately $250K in contract support costs by migrating from the contractor-hosted mainframe to a Defense Information Systems Agency-hosted support system.

Defense Health Agency

Falls Church, VA

Financial Manager, SES (E)

August 2018 – December 2019 Standard 40-hour work week

Served as the Lead Technical Expert for Financial Operations, a non-supervisory technical lead position, for the effective execution and operation of the Department of Defense (DoD) medical mission that is responsible for managing TRICARE, administering and managing the Defense Health Program budget, and providing support to all branches of the Uniformed Services in the management and administration of TRICARE. As well as, providing medical care for the Department of Defense’s 9.4 million eligible beneficiaries through the $33.46 billion defense health program; to include contracted health care networks and military treatment facilities. Advised, operated elements and officials in the utilization of accounting methods and procedures to facilitate fiscal activities involving receipt and disbursement of funds, maintenance of financial and cost accounting records, and related budgetary activities through utilization of two diverse and complex accounting systems (military and revolving fund). Assisted with and collaborated in the formulation, preparation, and execution of budgets. Rendered administrative control of allotments, allocations, obligations, and expenditures of appropriated funds for assigned programs, and coordinated and initiated requests for funding changes. Interpreted and implemented policies and procedures governing budget formulation, budget execution, financial management, and administrative control of funds. Recommended operating budgets and/or funding for approval, developed resource plans (e.g., obligations, outlay, expenditures) or resource projections, and executed budgetary programs. Assisted the Division Chief in directing the Finance and Accounting section by developing, coordinating, and maintaining an integrated system of financial staff services (cost and financial accounting, examination and funds disbursed) to ensure compliance with policies, procedures and plans established by higher echelons. Developed financial management improvement plans; ensured compliance with accounting principles and procedures. Issued fund control procedures consistent with regulations and directives. Determined availability of funds for distribution, commitment, and obligation. Consolidated finance and accounting data to reconcile funds. Collaborated with other district staff concerned with matters pertaining to limitations placed on obligations and expenditures by higher authority. Certified requests for increase in prior year funds. Developed and ensured the proper maintenance of financial data for historic and trend analysis. Balanced fund control ledgers (either manual or automated) for all funds received. Analyzed program requirements, prioritizes these requirements, and analyzed the results of expenditure actions. Maintained finance and cost accounting records on a fully integrated basis for military and reimbursable activities and prepares reviews, analyzes, or approves, all fiscal reports or fiscal portions emanating from any organizational component. Provided assistance, guidance, and control in accountability for government material, PCS and travel oversight, time and attendance oversight, and accounting system improvement and maintenance. Assisted the Division Chief in directing the Financial Operations/Budget section developing and assisting with, and collaborating in the formulation, preparation, execution on military budgets. Rendered administrative control of allotments, allocations, obligations, and expenditure of appropriated funds for assigned programs, and coordinates and initiates requests for funding changes. Assisted in overseeing funds utilizations to assure compliance with the budget and directs the issuance of sub-allotments when required. Interpreted and implemented policies and procedures governing budget formulation, budget execution, financial management, and administrative control of funds for the DHA. Reviewed DHA developed Program Objective Memorandum (POM) and Service POMs during the established OSD program review process for compliance with Defense Planning Guidance and Medical Planning Guidance; proponent for financial policy, directives, guidelines and instructions. Developed and analyzed financial policy options, provides leadership, interpretation, guidance and formulates policy, programs and strategy recommendations consistent with the goals and objectives of the ASD (HA). Coordinated the preparation of departmental responses on issues related to health financing policy and programs and other related DHA initiatives. Coordinated the management of all financial inspections, audits and reports performed by external agencies, such as the GAO and the IG. Reviewed internal and external financial audits, GAO findings, IG reports, management studies, etc., for actual or potential material weaknesses which may require action by responsible offices. Performed a variety of one time and continuing assignments that affect the overall management of the DHA. Advised the DHA-RM Director on the status and strategy of resourcing health programs within the Department. Made recommendations to the Division Chief and DHA-RM Director affecting the basic content and character of operations, decisions on organizational improvement, and decisions involving key officials. Exercised administrative and technical oversight of workforce composed of professional and technical employees ranging from the GS-11 to GS-14 level. Performed non-supervisory personnel management functions such as, long-range and day-to-day planning, making work assignments and adjustments as necessary to accomplish mission, providing input for performance, training, and utilizing technical expertise to support employee development and systems improvements. Provided technical advice and assistance to subordinates as required; resolves work problems presented by subordinates and works with other personnel to resolve problems of coordination between their integrated programs. Assisted in DHA agency-wide business process re-engineering efforts. Conducted in-depth studies of situations/conditions/problems typically involving complex, highly integrated accounting systems, costing, and financial management execution activities; studies address technical accounting situations generally that involved systems integrity, adequacy of customer service, appropriateness of transactions, and compliance with generally accepted accounting principles and/or statutory/regulatory requirements. Reviewed regulatory directives and instructions and took action and/or made recommendations, e.g., implemented new or revisions to current existing system functions, recommendations to operating activities accounting reporting policy or procedures changes, etc. Coordinated team recommendations and decisions regarding finance and accounting operations and systems environments. Purposed specific policies and procedures changes as required, as Comptroller/Lead technical expert for the DHA Comptroller Division. Provided advice on actions necessary to establish the framework of the organization’s financial management policies and procedures. Established fiscal and internal management controls and continuity of the organization’s financial management programs. Liaised with personnel within the Office of the Under Secretary of Defense (Comptroller)/Chief Financial Officer and the Office of Management and Budget for apportionments and allotments to provide to twelve fund centers within DHA, as well as Army, Air Force, Navy and National Capital Region organizations via the General Funds Enterprise Business System (GFEBS) in support of various healthcare programs.

•Served as the technical authority for the planning, development, prioritization, and execution of GFEBS operations.

•Authored policies, procedures and guidance promulgated for use throughout the DHA (e.g., Fiscal Year (FY) 2019 DHA Annual Funding Guidance, FY19 Reimbursable Standard Operating Procedures, FY19 DHA Funding Authorization Document SOP, etc.) to establish controls and continuity of the organization’s key financial management programs.

•Designed and implemented a status of funds report to track internal financial and operational data – enhancing the ability to forecast, cost, plan, execute, and program all streams of funding (i.e., appropriated, transferred, re-aligned, gifted, etc.). Adopted throughout the DHA.

•Created an Internal Funding Authorization Document used as the “budget authority control document,” throughout the DHA, to monitor each issuance or transfer of budget authority, convey available funds within a prescribed amount for the purpose of making allotment and incurring obligations.

•Identified budgetary operations problem areas and recommended actions to improve them – reducing the potential for Anti-deficiency Act violations, fraud, waste and abuse.

Womack Army Medical Center

Fort Bragg, NC

Comptroller/Budget Director

June 2017- August 2018 Standard 40-hour work week

Served as primary point of contact for Director, Directorate of Business Operations on all administrative, budgetary, and supervisory matters for an integrated healthcare delivery system consisting of a 110-bed regional medical center; seven outlying ambulatory health clinics; five graduate medical education programs; five Dental Clinics; three Veterinary Clinics; and a Warrior Transition Battalion with an enrollment population of over 117,000, a workforce of over 4,100 employees, and an annual operating budget of $487M. Managed a staff of civilian and contract employees within the Army Comptroller and Logistics Management Career Programs. Recognized as a Subject Matter Expert in financial matters relating to planning, programming, analysis, presentation, justification and execution of the Command's Operating Budget (COB). Performed a wide range of analytical and administrative duties during the planning, formulation, justification, presentation, execution and review of the Command Operating Budget for WAMC. Managed formulation, justification and execution of budget for WAMC conducting substantive programs. Planned, organized, analyzed, reviewed and carried out annual and multi-year budgeting in support of the fiscal mission. Published Command Budget Objectives, and other verbal and written guidance, compiled and summarized fiscal data into specific programs for inclusion in overall Budget Summaries for the Command by Program Director operating programs. Reviewed and assessed the impact of changes in both functional and financial regulations, policies, and guidance. Recommended adjustments to fiscal programs through monthly written and electronic financial management reports. Developed and kept current unfinanced requirements and the apportionment of funds for operational programs. Prepared materials to use in presenting budget requirements at meetings and conferences with Command and Staff. Formulated and implemented accounting systems and policies, directed operational accounting procedures and actions, interpreted and implemented procedures directed by Higher Headquarter. Designed local implementation of the DOD directed cost accounting models and validated their accuracy and appropriateness. Provided support and technical advice to Ft. Bragg's DENTAC's $11.0 million program. Ensured that master files were set up, and maintained each fiscal year for the DENTAC. Ensured Budget Branch personnel provided support as required, and ongoing support of financial programs (GFEBS, DTS, dbCAS, ATLAS, FMIS, FAS, and DARS) used by the DENTAC. Provided budgetary funding and guidance for which operational responsibility was assigned. Identified significant programmatic changes of policy/guidance, which impacted execution in prior and current budget years. Responsible for completing and publishing monthly execution reports as directed. Planned for and developed recommended actions for the allocations and apportionment of funds for budgetary project allotments. Continually reviewed and analyzed funds throughout the execution process. Analyzed all available resource data, to include reviewing monthly financial reports. Isolated and analyzed funding and apportionment problems and proposes reprogramming as necessary. Periodically audited financial accounts in order to determine conformance to established regulations and operating procedures. Prepared financial statements and completed statistical studies and budget reports required to accomplish the fiscal mission. Advised and assists in developing cost analyses designed to stimulate cost effectiveness. Reviewed and interpreted Higher Headquarter Program and Budget Guidance. Resolved areas of incomplete and unclear guidance with the Director, Directorate of Business Operations. Worked cooperatively with the Director, Directorate of Business Operations to develop WAMC's Program funding guidance and supplemental instructions to WAMC Program Directors. Evaluated resource levels and changes to develop and establish a benchmark to use for planning and programming. Presented, justified, and defended program requirements to the Division Chiefs, Program Directors, and other senior Staff elements. Provided advice and recommendations on all aspects of assigned budget. Participated in studies and research projects relative to pre-planning for the development of future budget programs in the Program Objective Memorandum (POM). Forecasted funding requirements in order to resolve problems prior to entering into current year budget cycle and outyear cycles. Prepared studies or research materials in a format to facilitate their use in presentation of the operating programs. Developed specific fiscal programs to support WAMC and DENTAC plans and objectives. Provided review and assessment of existing budgetary programs with regard to effectiveness, efficiency, and ability to fund. Analyzed budget estimates to identify imbalances, eliminate duplications and reconcile estimates with current level of spending. Assessed the cost of implementing new programs and policies directed by HSC or DA, and developed budget strategies for implementation consistent with projected funding and current command goals and ideals. Monitored, distributed, and supervised the administration all funds issued to WAMC, to include specific annual funding programs, allotments, allowances, obligation authorities, reimbursable, and other fund instruments. Devised and issues budgetary and administrative procedures to apply continual review and surveillance of fund subdivisions and limitations to minimize occurrences of budgetary violations within the entire WAMC program. Conferred with Department Chiefs and Program Directors in resolving problems of unusual difficulty, developing and revising justifications and data and advising them of regulatory requirements, policies, and procedures. Developed recommendations, or reviewed recommendations of subordinate analysts, on the allocation or reallocation of resources received, or adjusted. Evaluated the outcome of transactions and monitored the account structure to ensure consumption of funds is properly reflected. Supervised a group of employees engaged in MEDCEN budget development and execution functions. In addition to planned regular work assignments, prepared plans to meet substantial changes in workload; justified revisions in staffing levels, work priorities, and deadlines. Developed and reported to higher management estimates of budget requirements. Developed and issued written instructions and Standard Operating Procedures (SOPs), and ensures compliance. Kept employees informed on management goals and objectives, as well as of changes in regulations, policies, and procedures governing the work. Approved and disapproved leave. Received and resolved first level grievances and complaints. Planned work to accomplish, set priorities and established schedules for completion. Assigned work to employees based on selective considerations of such factors as the difficulty and requirements of assignments; availability, capability, and special qualifications of employees; and workload. Communicated to the team their assignments, projects, problems, actions, milestones, and/or program issues under review, and deadlines and time frames for accomplishing work. Reviewed work completed by team, accepting, amending or rejecting work as appropriate. Identified training and developmental needs of the team, providing or making provisions for training as required. Lead the team in assessing its strengths and weaknesses and provides leadership to the team in exploring alternatives and determining what improvements can be made. Handled and resolved simple, informal complaints and formal grievances of employees and refers unresolved formal grievances and appeals, to the Director, Directorate of Business Operations Prepared formal requests for personnel action to fill vacancies; detail, reassign, or promote employee. Made selections of employees from lists of eligible applicants. Provided advise and counseled employees regarding their progress in meeting performance requirements, or actions needed to meet standards. Initiated minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. Developed performance and appraises standards. Interviewed candidates for vacancies within

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