Customer Service Security Officer
Resume:
LORI LYNNETTE ALLEN
Portsmouth, VA 23704
Day Phone: 202-***-****
Email: ***********@*******.***
Work Experience:
Independent Contractor-Courier
National Gallery of Art
4th and Constitution Ave, NW
Washington, DC United States
04/2016-06/25/2021
Lead Gallery Aide
Provided a wide range of supervisory support, which ranged from administrative, technical and team development.
Team Development
Lead (Supervisor) of fourteen Gallery Aides for a newly implemented visitor service program within AOP.
Demonstrated and developed an environment, which was highly effective and profitable for my team
and our visitors.
Coordinated special projects for the gallery aides and other departments(education).
Technical
Input data weekly into the service now database for performance observations and reports.
Processed and certified bi-weekly time and attendance in the WebTA database.
Updated the daily activities calendar, Outside Events, DSE Special Events and the EMS system for the department of Protective Service
Responsible for processing temporary administrative records in accordance with the National Archives and Records Administration (NARA) and Gallery policies and procedures. Duties include assessing records for storage, retrieval and disposition; and coordinating the pick-up and transport of records to and from the Gallery and storage facility.
Administrative
Assists with the accountability of supplies to include inventory and re-order points.
Submitted work order requests for the administrative office and common areas utilized by the officers.
Conducted daily meetings and provided gallery updates.
Responsible for time and attendance tracking for the gallery aide team.
Prepared and conducted mid year and annual performance appraisals.
Managed and maintained weekly schedules and leave approvals.
Provided consistent feedback on performance and on the spot corrections.
Conducted verbal and written counseling to address disciplinary infractions.
Supervisor: Steven Butler
National Gallery of Art
4th and Constitution Ave, NW
Washington, DC United States
10/2014 – 04/2016
Support Services Specialist,
Duties, Accomplishments and Related Skills:
Serves as the Gallery’s Support Services Specialist for Mail, Temporary Administrative Records, Supply Services, Property and Administrative functions.
Responsible for processing incoming mail to include receiving, sorting, collecting and delivering routine and accountable documents, papers, interoffice and packages to over 90 mailstops and five Gallery campuses and an off-site warehouse. Approximately 129K pieces received annually.
Responsible for processing outgoing routine and accountable mail and packages (i.e. DHL, UPS, Federal Express, USPS, Express, Registered, Certified and Insured) using a Mail Management System. Approximately 55K pieces processed annually.
Records
Responsible for processing temporary administrative records in accordance with the National Archives and Records Administration (NARA) and Gallery policies and procedures. Duties include assessing records for storage, retrieval and disposition; and coordinating the pick-up and transport of records to and from the Gallery and storage facility.
Supply
Responsible for the fulfillment and delivery of office supplies to over 90 Gallery offices. Annual supply budget is approximately $130K. Assists with the accountability of supplies to include inventory and re-order points.
Serves as a government purchase cardholder for the department. Responsible for ordering supplies in accordance to Federal and Gallery procurement policies and procedures.
Property
Assists with the property movement of materials, furniture and equipment within the Gallery campuses and warehouse using proper safety techniques.
Administrative
Prepares and compiles administrative and budget reports on daily mail and records functions for supervisor.
Supervisor: Dionne Page
National Gallery of Art
Washington, DC United States
12/2012 – 10/2014
Protection Officer
Duties, Accomplishments and Related Skills:
Performed security officer duties to include:
1. Protecting museum property;
2. Enforcing law and order with the public;
3. Preventing crime; and
4. Detecting and investigating violations of the law within the perimeters of the museum campuses which extends seven city blocks.
Prepared incident reports related to specific security and safety instances.
Education:
Indian River High Chesapeake, VA United States
High School 06/1987
St. Louis University St. Louis, MO United States
Some College Coursework Completed 12/2000
GPA: 3.5 of a maximum 4.0
Credits Earned: 3 Semester hours
Major: Criminology
St. Leo University St. Leo, FL United States
Bachelor's Degree 12/2001
GPA: 3.5 Credits Earned: 122 Semester hours
Major: Sociology Minor: Criminology
Relevant Coursework, Licenses and Certifications:
Sociological Research, Methods of Social Research, Fundamentals of Public Speaking, Human behavior and Stress Management in Crisis, Race and Ethnicity.
University of Phoenix, Arlington, VA United States
Master’s Degree-Estimated Completion Date: 05/2017
GPA: 3.0 Credits Earned:
Major: Business Management
LEAD Program/NLDNHPDM Level I Richmond, VA United States
Technical or Occupational Certificate 10/2012
Major: Non-Supervisory Leadership Development
Relevant Coursework, Licenses and Certifications:
NLD HPDM 1 Action Project Charter FY 2012-
collected AES 2011 close out Action plan data using the 2012 AES results from the Medical Center's Services Chiefs and Administrative Officers for Richmond's quarterly submission to the VISN 6 office.
Academy of Staff Development Crozier, VA United States
Technical or Occupational Certificate 02/2010
Major: Correctional Officer Training Program/Honor Graduate
Relevant Coursework, Licenses and Certifications:
Conflict Management and Crisis Intervention
Control of Drugs and Identification of Controlled Abused Substances
Interpersonal Communication
Evidence Based Practices
Use of Force
Defensive Tactics
Hostage Situations and Survival
Causes and Preventions of riots and disturbances
Supplemental Rating Information
Knowledge, Skills and Abilities:
1. I have knowledge of and skill in the use of personal to include but not limited to the use of various computer systems and/or software packages.
I use a PC and several software programs on a daily basis in order to perform required routine operational issues . Listed are those software programs, I have significant experience and working knowledge are utilized:
a. E-mail (e.g., Outlook)
b. Graphics or presentation (e.g., PowerPoint & Publisher)
c. Operating systems (e.g., Window NT, and Vista)
d. Spreadsheets (e.g., Excel)
e. Word-processing (e.g., Word or Word Perfect)
2. I have knowledge of how to apply the regulations of the Health Insurance Portability and Accountability Act and ability to interpret laws, regulations, policies and guidelines governing eligibility for VA health care benefits, the Privacy Act and Freedom of Information Act and the ability to relate laws to the working situation.
The application of Privacy and Disclosure laws are utilized in the daily monitoring and securing of both printed and electronic Financial Tax Information Files, computer access, and perimeter facility security in accordance with the Privacy Act and other applicable Federal laws and regulations.
3. I have the ability to prepare and edit written correspondence, reports, and other documents in a concise and logical manner.
I prepared and maintained the daily and monthly mail metering statistics reports, which were edited and revised for submission to the Chief of BOS on a monthly basis. I assisted the mail unit team in recommending and accomplishing meaningful, continuous improvement issues by developing a revised detailed and concise SOP. Also, I took minutes of IVD meetings, published them, and distributed them after receiving approval from the supervisor and manager. I edited and typed standards and position descriptions. I edited and prepared SSN validation letters through the mail merge system for Veterans and their Spouses. I performed routine clerical functions for supervisor and manager as required according to the VA Correspondence Handbook and the US Government Correspondence Manual. I completed the Reader Focus Writing Course in February 2003 with the VA.
Additional Non-Paid Experience: Certified Teacher through Life Institute. Served as a GED Language Arts Reading and Writing Instructor at Life Institute.
4. I have the ability to communicate orally and in writing effectively with persons of varied backgrounds, often under stressful situations either in person or over the telephone in a manner conducive to providing good customer service, i.e., patients, staff, family members, and the general public.
I developed a professional rapport with the Veterans, several different vendors, USPS personnel, contractors, and HEC staff through effective communication and by providing quality customer service while working in a fast paced environment. Also, I served as the alternate receptionist for the Directors office on a monthly basis, which afforded me contact with several delegate officials, contractors and veterans either by phone or in person, while meeting and exceeding customer service expectations.
Additional Experience: Five years of Retail and Call Center Customer Service Experience.
5. I have the ability to establish priorities, independently plan, organize and work under pressure to meet deadlines.
I maintained and submitted time and attendance records for the IVD and BOS Division, which consisted of 35-40 employee records on a daily and bi-weekly basis. I completed several complex print jobs for IVD, EED, and HR Training Manuals by mandated time frames. I created, prepared, edited and printed a maximum of 2500 veteran and spouse letters on a weekly basis, while prioritizing other work demands within the mandated deadlines.
6. I have the knowledge of policies and procedures governing medical support functions and medical records; including medical terminology and the ability to gather and analyze factual information, recognize and evaluate significant and critical factors, solve complex problems, draw rational conclusions based on data, and recommend appropriate action.
I researched several databases in order to update veteran and spouse personal, medical, and financial data. I obtained requested pertinent taxpayer information from the Integrated Data Retrieval System. By using and reviewing the appropriate command and indicators codes, privacy and confidentiality was maintained, and the accurate information was retrieved or a conclusion was made based on the analysis drawn from the information and factors given. Before I released a print copy of the transcript or releasing a refund or retention for payment all factual data was thoroughly investigated to determine the appropriate action.
Job Related Training:
WebTA Overview – 2014
National Leadership Development Graduate - 2012
7 Habits of Highly Effective People-03/2012
Understanding and Managing Difficult Patients (Psychology Series) - 07/2011
ICARE - 07/2011
Fund Control Points -10/2010
Purchase Card -10/2011
Requiring Official -10/2010
Licensed Insurance Agent (Personal Lines of Insurance) -06/2007
Time management Training -01/2005
Professional Correspondence Writing/RFW - 02/2003
Customer Service Training - 2012
Time Keeper Training - 05/2006
References:
Name
Employer
Title
Phone
Sharlett Daley
PG County Hospital
LPN
Henry Gillis
Pentagon
Supervisory Security Officer
Michael Deveaux
NGA
BLDG Maint.
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