Customer Service Team Lead
Resume:
Carol B. Parker
Suitland, MD 20746
ady0jw@r.postjobfree.com
CAREER SUMMARY
I currently hold a Top-Secret clearance, I have the skills of the following positions at which is noted throughout my resume: Program Management Analyst, Executive and Administrative Assistant and Data analysis. I also have a bachelor’s degree, a Masters’ degree (MBA) and over 20 plus years of Program Management Analysis experience supporting Federal clientele including the US Department of State, Department of Commerce and FBI. Throughout my career, I have developed hands-on experience within an agile environment performing training of various types of new implementations of various tools, software, and administrative duties on a weekly and monthly basis.
EDUCATION
• MBA Received June 2017
Strayer University, Camp Springs, MD
• B.A, Business December 2010
Strayer University, Camp Springs, MD
CLEARANCE
• Top Secret clearance (Dept. of State)
• Public Trust ( Dept of Commerce)
TECHNICAL SKILLS
• Excellent communication, organization, leadership, research and analytical skills
• Work effectively with minimal supervision and in groups
• SharePoint Software
• TM-8 (Travel Management Software)
• FPDS
• PSC Software
• Experienced user of CUESS
• Experienced user of BECCI-2
• Experienced user of Oracle
• Extensive experience in Microsoft Office
• Experienced user of Global Financial Management System (GFMS)
• Experienced user of Ariba Spend Management System
• Experienced user of Grant Solutions (SAMS)
• Member of the National Contract Management Association (NCMA)
TRAINING AND OTHER EXPERIENCE
Assisted in special projects and executive conferences (annual project directors conference)
Managed projects through software system that shows the progress of the project (period of performance, expected closing date of the project, extension, requires more funding etc.)
Performed training of various types of new software to the entire staff on a monthly or weekly basis.
Coordinated preparations for and assisted at official representational functions, by creating, preparing and formatted slides.
Performed executive duties in the past and still have the skill set to do so now.
PROFESSIONAL EXPERIENCE
Department of State, (IRM Div.), Washington, DC.
SAIC Inc.
Secretary II (team lead)
December 2021 –Present
Tracked all paperwork that came through to the Division Director in Microsoft Word.
Processed travel authorizations and vouchers through various software systems (E-2 solutions, and TM-8).
Setup meetings for the director
Keep the directors calendar up to date and revised any meetings when called for.
Collected and reviewed all documents pertaining to various projects and memos going to congress, and director of
operations for accuracy, and proper grammar.
Assisted in the development of policy and program efforts with Division Director, Branch Chiefs, and their secretaries.
Processed modifications to existing government contracts PSC (personal service contractor).
Drafted memos for passports, badges, cables, and travel request.
Processed contracting company performances and evaluations in software system (CPARS).
Reviewed invoices and supporting documentation for validity, accuracy, and funding availability.
Attend various meeting to assist any deputy or the division director.
Department of Commerce, (BIS/OEA/SID Div.), Washington, DC.
ADV Inc.
Data Analyst (team lead)
May 2017 –May 2021
Team Lead for the Bureau of Industry and Security/ Office of Enforcement Analysis
Review electronic export request through software specifically for DOC (BECCI-2).
Research the applicant/s personal and business information via the internet and other software systems.
Send out a request to the applicant/s to revise or update the necessary information needed to process the request to export items overseas.
Assisted supervisor and team in addressing issues and or concerns pertaining to license and exporting applications for correct information and legalization of business and or person/s.
Gather and organize statistical information from multiple sources (internet, DOC software, and social media). I would then incorporate the information in weekly and monthly reports into tables and graphs for a variety of audiences and translate statistical data into narrative analysis for information sharing.
Analyze and evaluate, on a quantitative and/or qualitative basis, the effectiveness of programs or operations in meeting established goals, measures, and objectives, all in a timely manner.
Research and investigate new or improved business and management practices for licensing and coding to eliminate barriers, determine the impact on program operations; and advising management and recommending solutions to critical problems in lowering the amount of request for licensing and coding of export applications.
Work with Branch Chiefs to optimize work efficiency and effectiveness, which includes planning, researching, analyzing, sharing resources, forming work groups and project teams to meet Divisional goals and customer service success.
Develop project analyses and compile reports articulating tangible/intangible data and identify significant findings including but not limited to staffing models, volume projections, and forecast modeling.
Lookup companies and names of the applicant/s also in the software system (CUESS) to verify that the applicant/s is legal as well as the address.
Analyze and review all supporting documents that are attached and uploaded in the system for correct address, names, and company.
Confer with all parties to ensure that all documents are correct, and company exits.
Meet with contractor, and colleague to discuss any issues or concern pertaining to the applicant/s.
Provide guidance and assistance with other team members when needed.
Analyzed all information pertaining to the application for licensing and exporting from customers, vendors and or students via paperwork, electronically and over the phone by verifying that the name, address, and product or visit to a country is legal and are within the regulations, law and rights to do so. If there is a problem with the supporting documents, would notify the person/s or company by email stating that there is an issue with the application (wrong address, name of company spelled different, or don’t exist...etc.).
Trained the entire team on every part of the Bureau Industry pertaining to licenses/exporting on the forms, IT systems and software to telephone inquiries.
Brought my team together to discuss how we can process more applications to keep the flow of the work running smoother and correctly with minimum and or no mistakes on our end, then would task each of them with a certain number of pages within the BECCI system to work on and then also give me a report of the progress of it by the end of each week.
Held a weekly meeting with the deputy and division director to discuss the overall project and be opened to suggestions and revamping if it is needed.
Oversee all the work in my office pertaining to the amount of applications being submitted, rejected, and processed on a daily and weekly basis. A report would be submitted to the director showing the progressing to see if we are on target, above and or below the mark. We were always at or above the target goal.
GPO, (Acquisitions Complex Management Div.) Washington, DC.
CACI
Acquisition Analyst
November 2014 – November 2016
Process contract orders (commercial items and fixed price services).
Pull the PR from out of Oracle system using a 5-digit number and any attachments.
Request vendors/contractors to be used for the services.
Advertise the contract out on FedBizOps to get various quotes (3 quotes).
Review all specs, drawings and measurements and compare to other making sure the size and or quantity is right.
Confer with all parties to ensure that all documents are with the order via email and or phone.
Input a time frame on the contract as to when the contractor has to fulfill the contract (delivery/need by date).
Meet with contractor, and colleague to discuss any issues or concern pertaining to a contract now or in the future.
Provide guidance and assistance with the SOW (statement of work).
Input the necessary MMAR or FAR Regulations within the SOW if needed.
Use a various form to do a modification, or if the dollar amount is over a certain threshold.
Advised and Assist Contracting Officer with evaluation of the vendor’s technical and cost proposals.
Analyze various contracts to see whether it has a stock number, if so then I will just do a PO without having to do anything else or use a form.
Reoccurring orders will be process as a BPA contract in most cases.
Trained others within my office and outside in the following fields: agile, IT, Administrative, Program and Data Analyst, communication, and customer service skills.
Worked as a Senior Contract Specialist, which involved researching for the best company and best cost for the project to be awarded. Regularly met with stakeholders, vendors, and other team members, to come together and make the contract.
The team would be in an agile mood by not wanting to compromise on the award amount, date, and or information given. Explained the importance and value of agile environment to team showed them the previous contract performances and or FAM/REG requirements. This would get them to better understand and move forward and all parties would be satisfied in moving forward and awarding the contract.
Regularly added to and created PowerPoint slides with bullets of the information and the team lead or admin would present it to the appropriate audience; assisted and/or answered questions if needed.
Led, joined and formed teams throughout all of my positions and worked as a mediator, when problems, issues and concerns rise and in the end all parties were very happy and pleased with the end result being a success.
U.S. Department of State, Bureau of Logistics Management, Arlington, VA.
Government Contractor: ATSG, Inc.
Senior Program Acquisition Management Analyst
August 2013 – October 2014
Provide expert assistance, advice, and guidance to A/LM Bureau and other offices on wide range of contract types, complexity, and value.
Assist program offices with solicitation requirements, acquisition plans, Statements of Work, Independent Government Cost Estimates, justification and approvals, and various other documents needed to award a contract and/or order in a timely manner.
Provide guidance and assistance to program office on modification requests, to ensure modification request is within scope of original Statement of Work.
Advised and assisted technical evaluation panel and Contracting Officer with evaluation of the vendor’s technical and cost proposals.
Assist Contracting Officer by reviewing acquisition documents and writing of reports, award determinations, price negotiation memorandums, determination, and findings, etc.
Process PSC Contracts with HR.
Verify PSC Effective Date through HR.
Process JF-62 for Payroll.
U.S. Department of State, Overseas Building Operations Arlington, VA.
Federal Service (Civil Service)
Program Support Specialist
October 1998 – August 2013
Kept Division Directors calendar, scheduled meetings, cancelled or re-arranged meetings based on the urgency or priority made by upper management.
Tracked all paperwork that came through to the Division Director in Microsoft Word.
Processed travel authorizations and vouchers through various software systems (E-2 solutions, and TM-8).
Collected and reviewed all documents pertaining to various projects and memos going to congress, and director of operations for accuracy, and proper grammar.
Assisted in the development of policy and program efforts with Division Director, Branch Chiefs, and their secretaries.
Prepared and provide briefings on the programs as required.
Assisted in the writing of Statements of Work (SOWs).
Processed modifications to existing government contracts PSC (personal service contractor).
Drafted memos for passports, badges, cables, and travel request.
Processed contracting company performances and evaluations in software system (CPARS).
Reviewed invoices and supporting documentation for validity, accuracy, and funding availability.
Maintained a detailed log of invoices in Microsoft Access database.
Pulled financial status reports in GFMS to determine if funding is available to pay on invoices.
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