Customer Service Human Resources

Shaun Danielle Dawley

**** ****** *****, ********* ***

Suitland, MD 20746

240-***-****(home & Cell)

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

I have over 20 years of Federal Government service (Career) with broad experiences in various areas of Human Resources Management to include Executive Resources, Training and Development, Information Systems, Staffing and Recruitment. My experience has provided me the opportunity to build a solid foundation and broad understanding of many functions of Human Resources. Additionally, I am a creative problem solver with well-developed interpersonal skills, very organized, focused, self-starter and excellent ability to work independently or in a team environment.

Knowledge and expertise in:

● Information Systems (SME) ● Staffing and Recruitment ● Trainer

● Executive Resources ● Oral and Written Communication

● Employee Engagement ● Organization

Professional Experience

United States Department of Commerce

Enterprise Services

Senior Human Resources Specialist- Contractor (LDM Group)

Supervisor/Principal: Lisa Morrow 240-***-****

40 hours/week; May 2022 – Oct 2022

Train managers and HR staff on availability and use of a full range of recruitment flexibilities such as veteran’s authorities, direct hire, and agency specific authorities. Responds to data calls in areas of responsibility such as time to hire, use of recruitment and retention incentives. Serves as technical expert for the bureau advising HR and senior management in all areas of staffing and recruitment. Performs recruiting and placement functions for highly controversial or highly specialized positions.

Serves as a senior consultant to HR and bureau leadership in planning bureau wide workforce planning based on market surveys, availability of qualified candidates. Developed partnerships with a broad range of pipelines for future workforce including colleges and universities, technical schools, and industry and professional groups. Educates leadership and management on available flexibilities through OPM and Bureau hiring authorities. Creates proactive recruitment and retention strategies to maintain appropriate levels of staffing in mission critical occupations. Conducted Strategic Conversation with hiring manager and other staff to discuss new recruitment request and actions. Prepared and processed Job Analysis and Job Opportunity Announcements for posting on USAjobs. Prepared certificate of eligibilities for selected potential new hires, created and disseminated tentative and final job offer letters to selected candidates for new hire, counseled prospective Federal employees regarding the hiring process and suitability while maintaining confidentiality of sensitive information. Performed quality control over processed payroll/personnel actions for accuracy. Provided consultation, guidance, and assistance to employees regarding technical matters relative to their employee records, documenting procedures, and electronic records for personnel actions such as Standard Form (SF) 52s. Followed the Guide to Processing Personnel Actions (GPPA) and agency specific regulations, code and process SF-52 and related agency forms and documents manually and electronically to affect the full range of Federal personnel actions for employees in various pay systems. Maintained on line data payroll/personnel systems to include the National Finance Center and if needed, Office of Personnel Management (OPM) systems.

Processed applicants through the online E-verify Program using the information provided USIS Form I-9. Transmitted the New Hire’s appropriate forms and documents to be uploaded into employee’s (eOPF).

Collected data, analyzed, and measured performance to make recommendations on improvements to bureau recruitment and placement policies, practices, and procedures. Convenes meetings, in process reviews, and after-action review on studies, analyses, and special projects. Created standard operating procedures (SOP), and other interpretive guidance, served as primary POC for change management related to recruitment and placement activities.

As the SME in LMS/HR Systems and Training and Development I provided training to Senior Management, system administers, new and existing federal and contracted employees within the bureau in various HR and LMS systems, coordinated, and provided guidance to other Human Resources personnel on all matters related to the recruitment of staff for the DOC. Took an active role in recruitment for minorities and a significant number of hard-to-fill positions while making recommendations on hiring staff after consideration of the interview results.

Conducts bureau wide assessments, identifies training needs, formulates training plans based on identification of skill gaps, and provides input to bureau budget team regarding costs for mandatory and discretionary training. Serves as point of contact to bureau on the learning 5 management system (LMS) for bureau specific and mandatory training and other bureau wide concerns. Evaluates bureau training programs to determine effectiveness in meeting mission and strategic goals. Proposes cost-effective solutions for delivery of training to close bureau wide skills gaps. Advises HR and senior leaders outside the HR function of HRD issues related to compensation for time spent in training, provisions of veterans’ educational assistance, implications buying training materials and services from third party vendors. Anticipates leaderships’ needs and translates technical HRD regulations and requirements in layman’s terms. Assisted interested candidates with questions related to the application process, qualifications, current vacancies, benefits, pay and leave schedules, etc.

United States Department of Commerce

Office of Inspector General

Human Resources Management Division

Washington, DC

Senior Human Resources Consultant- Contractor (InfoGain Consultants)

Supervisor/Principal: George Mwangi

40 hours/week; February 2020 – September 2021

Lead on full OPM audit compiling various documents to include the uploading of a variety of documents to include performance appraisals, position descriptions, security clearances, and OPM mandatory training. Provided expert knowledge and quality assurance of all documents relating to Human Resources and its practices.

Assist with the new hire process by creating offer letters, completing PIV and CD591 forms for badge issuance, instrumental in assisting hiring managers and staff in several capacities to ensure that all HR processes are understood and incorporated in the hiring process for perspective new hires, keeping panel members and managers abreast of any unforeseen issues or scheduling conflicts, participates in panel interviews and provide input on the selection of best qualified candidate for positions. Creates campaigns by searching the USAJobs portal for potential new hires to be considered for non-competitive job opportunities within OIG. Responsible for creating and updating of various Standard Operation Procedures (SOP) relating to Human Resources policies, procedures, and guidelines for the Department.

Completed audits for all 1810 and 1811 employees alerting managers of all employee’s that were not in compliance with annual requirements further working with appropriate entities to ensure that employee records were brought up to date to be in compliance with OPM’s policy, guidelines and procedures. Responsible for several other HR functions when asked by OIG Director and other HR team members.

May 2011-April 2017 Human Resources Specialist (Information Systems)/GS-12

Office of the Assistant Secretary for Administration and Management

Office of Information Systems and Solutions

US Department of Labor

200 Constitution Avenue, NW

Washington, DC 20210

40 hours/week (Career Federal Position)

Supervisor: Anita Evans 703-***-****

Serves as a subject matter expert related to Learning Link Management System (LMS) and DOORS Hiring System. Lead Team member for all courses being input into Learning Link system for all training in the Department of Labor LMS, Learning Link helpdesk and all training courses for users in the DOORS system. Keeping account and track of all training credits that was used in a timely and effective manner. Solely conducted Quarterly refresher training, ad-hoc and intro-training for all new hires, via WebEx, classroom, and instructed led sessions for all federal and contracted employees, as well as Senior and Mid-Level Management on the LearningLink system. Identified processing issues and developed recommended changes in policies, systems, and developed testing plans to ensure the changes met requirements.

Responsible for providing exceptional customer service to clients while coordinating, planning and advising Headquarters and Regional personnel on the Learning Link and DOORS Systems management activities. Provided a full range of human resources, management resources to agencies in DOL headquarters, and all regions to federal and contracted employees (approximately19,000).

Identified, reviewed and evaluated systems requirements for conversion to new systems. In addition to developing requirements, identifying conversion strategies, and developing testing plans.

Responsible for extracting, integrating, and summarizing data from a variety of sources using multiple tools as well as analyzing trends and conducted presentations to key management officials.

Responsible for conducting outreach with internal and external stakeholders to maintain effective communication related to HR systems. Participated in and updated key government-wide boards and workgroups such as the OPM HR Line of Business workgroups and the HRU University systems. Ensuring that all user information was accurate and up to date using information from the HRConnect file report.

Worked with Project Manager along with other team members on proposing and coordinating systems proposals including specifications, justifications and approval request. Responsible for ensuring that all e-mail groups were current and accurate on a monthly basis.

Input all new users for DOORS system into remedy for tracking and auditing purposes. Maintained and submitted all new users for HR and Manager Groups in the DOORS system to OCIO for updating via excel spreadsheet.

Responsible for keeping project managers and supervisor abreast of any and all changes, issues, or modifications to systems daily or as required. Met with a variety of course owners as needed for the purpose of having courses uploaded in the Learning Link System along with providing agencies with the survey link to embed in courses for data tracking purposes.

Updated and maintained course ware spreadsheet to ensure that all courses are launched in a timely and effective manner. Foster collaborative working relationships by communicating effectively both orally and in writing with internal and external stakeholders to resolve issues.

December 2006- May 2011

Human Resource Specialist/GS-11

Office of the Assistant Secretary for Administration and Management Office of Executive Resources

US Department of Labor 200 Constitution Avenue, NW

Washington, DC 20210

40 hours/week (Career Federal Position)

Managed a variety of programs in support of executive resource functions, which included the management of Senior Executive Staff operations. Operations included performance standards and appraisals, advising and supporting the executive resource board, and the management of candidate development program recruitment process.

Planned, developed, and implemented program objectives, policies, regulations, instructions and procedures which governed positions and personnel actions with respect to the Senior Level Executives. Developed and prepared with respect to the maintenance recurring/special reports, which included reports on appointees that were of the political nature. Created other special reports with respect to the senior level executives and political appointees.

Conducted through and probing interviews in order to evaluate applicants for quality and fit, coordinates applicant flow during the remaining stages of the interview and onboarding process, ensuring that both the applicant as well as the client experience is positive, informative and effective.

Created crediting plans for vacancy announcements, which consisted of wiring position descriptions for General Service and Senior Executive Service level employees (GS-2 through GS-15 for most function/job series), developing the job analysis, formulating the question-based assessment CQB’s, completing the recruitment check list, creating the 0F-8 and initiating personnel actions in the people power and HRConnect respectively.

Manages and provides in-depth analysis of the agencies Departmental Personal Regulations (DPR) in conjunction with the Code of Federal Regulations (CFR) related to appropriate performance procedures to determine compliance and reliability with respect to the established performance management regulations. Prepared on-boarding packages for political hires which included preparing SF-52, OF8, and entering PII information into the ESCS system for OPM. Prepared, submitted and routed certificate documentation in accordance with agency policies.

Initiated and processed awards, pay adjustments and performance ratings for employees with the Senior Executive Service, Senior Level employees, Schedule C’s and General Service employees within the Department of Labor Office of Executive Resources.

Requested Official Personnel Folders for all new hires that have prior federal service for the National Record Center and maintain tracking system for the request.

Maintained organizational charts for the three agencies that was assigned to me for Human Resources assistance. Prepared, routed and submitted paperwork for all senior staff detail assignments within and outside of the Department of Labor. Conducted internal investigations to include formulating a plan of investigation, document analysis, conduct interviews and drafting investigative reports concerning allegations of misconduct to insure they are legally defensible.

Serve as a negotiator for several mid-contract agreements for changes in condition of employment, personnel policies, and telework/hoteling, applying the appropriate Code of Federal Regulations (CFR), United States Code (USC) to identify appropriate rules during the Labor process. Foster collaborative working relationships by communicating effectively orally and in writing with internal and external stakeholders to resolve issues.

Instrumental in revising New Employee On-Boarding process to foster a more effective, time efficient process and to give new hires an opportunity to be introduced to agency heads and their staff. The revised process provided new hires with the opportunity to have all of their questions answered by each agency that they would need assistance from, such as but not limited to HR Benefits Office, LearningLink for mandatory and agency specific trainings, e-OPF presentations, WebTA for time and attendance, and Office of Security for badge issuance. Prepared all travel authorizations, itineraries, and travel vouchers for Division Director and Associate Division Director and ensured that it conformed to OPPT and Agency guidelines and regulations.

Reviewed all correspondence and documents prepared for signature/concurrence by the Director and Associate Director for grammar, format, and conformance with the Agency, Office and Division procedures.

Education

Anacostia Senior High School

16th & R Street, SE

Washington, DC 20019

Continued Education/Training:

USDA Graduate School- Business Writing Course, Conflict Management, Indispensable Employee, Effective Communication, Travel Manager, E-Forms, Power Point, Microsoft Word, Advanced Microsoft Word, Lotus Approach, Lotus Free-Lance, National Finance Center (NFC), PIV Badge System, SIMS Correspondence Tracking System, E-OPF System, E-Verify System, USDA Graduate School-Aspiring Leader Program – September 2006 thru December 2006, Gov-Trip training 2008, USDA Graduate School Principles of Classification 2010, Customer Service Training 2010, Decision Making, Managing Multiply Priorities, PeoplePower 2010, WebPar 2010, Brio 2010.

Honors/Awards:

On the spot “Good Job Award- Awarded 2009-2017

Performance Monetary Award- Awarded 2010-2017

Superior Performance Monetary Awards- Awarded 1997-2009

Teamwork Award- Awarded 2001

“S” Awards-Awarded 2000-2007

Monetary Award- Awarded 1997-2013

Bronze Medal- Awarded in 2001

Gold Medal- Awarded 2005

Several time off awards annually

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