Human Resources Customer Service

…continued…

Tonja M. Polly Waldorf, MD, ***** 202-***-****

******@*****.***

www.linkedin.com/in/ tonja-polly-14042143 /

PROFILE

Highly skilled, results-driven

professional with a strong track

record of playing a key role in

maximizing operational

effectiveness to help organizations

achieve new levels of performance.

Excel at training and coaching

personnel on best practices to

increase productivity and better

achieve business goals.

Demonstrated skill for

recommending changes to drive

continuous improvement, in an

ongoing effort to achieve

operational excellence. Recognized

for being an adept problem-solver

willing to do whatever it takes to get

jobs done right and overcome

challenges of all sizes and

complexity.

**Possess Top Secret

Clearance/Fullscope/ POLY**.

CORE STRENGTHS

• Office Management

• Administrative Support

• Human Resources Management

• Strategic Planning & Analysis

• Customer Service Excellence

• Event Planning & Management

• Business Accounting

• Purchasing & Payroll Processing

• Budgeting & Cost Control

• Database Management

• Contract Management &

Compliance

• Team Building & Leadership

• Cross-Functional Collaboration

EDUCATION

•

PROFESSIONAL EXPERIENCE

LG-TEK- Elkridge MD 10/2024 – Present

Administrator Facilitator Training Specialist I – Promoted Assist and interacted with students from all over the world, maintain course material, set-up/operate Video Teleconference equipment for distance learning, and manage data input for extensive online data- bases.

• Experience participating in a synchronous learning environ- ment (classroom/live training)

• 4 years in Microsoft Office Suite of products (e.g. EXCEL, Word and Power Point) and have basic application trouble- shooting skills

• 4 years documented experience in customer service princi- ples (i.e. planning and scheduling, presentation and briefing techniques, problem solving strategies/methods, and record keeping

• Experience in classroom use of computers and internet/intra- net connectivity skills and operating general office equipment

(i.e. copiers, fax machines)

• Experience in internal and external customer relations; is- sue/problem resolution; presenting and promoting ideas and initiatives; process improvement; project management; data/information management, teaming, and time manage- ment.

LG-TEK- Elkridge MD 01/2024 - Present

Pre-Employment Specialist-111

Assists clients in obtaining information about regarding their SCI, Psych, and Poly clearance. Responsible setting appointments in or- der for the client to obtain credentials in a timely manner. Scheduled travel arrangements and hotel reservation arrivals and departures. Sent out confirmation emailing through Hire-VUE and the HRMS system to send to the client for their pre-employment information.

• Handle all aspects of scheduling an average of 65 applicants per day for pre-employment processing visits, including operational interviews, HR interviews, off-site interviewing events

• Coordinate applicant 's schedule with security, psychological test- ing/interviews, testing, and polygraphs

Tonja M. Polly Page 2

M.S in Human Resources

Management

B.S. in Human Resources

Management

A.A.S in Business Administration

STRAYER University

AFFILIATIONS

Alpha Psi Chi - National Honor

Society

D.C. Gamma Chapter

• Submit Visitor Requests (VRs) for NSA applicants for pre-em- ployment processing.

• Record all scheduling information and updates into the Talent Ac- quisition Management System (currently PeopleSoft)

• Manage schedule changes adjustments and communicate with the Welcome Center to ensure changes are documented

• Work with contract hotels to coordinate shuttle service, ho- tel/travel issues as necessary, including inclement weather or other emergencies

• Communicate with applicants on travel orders, hotel information, and reimbursement packages.

• Maintain long-distance travel applicant spreadsheet on daily ba- sis. Verify confirmation in the Hire VUE and HRMS systems.

• On a daily basis print and send the Daily Master Applicant Schedule and individual applicant schedules to designated sites.

• Team with other Pre-Employment Specialists to identify opportu- nities for operational improvement

• Maintain relationships with customers (recruiters, hiring manag- ers, applicants) to ensure positive work rapport and present NSA as employer of choice)

• Contact NSA applicants to conduct initial HR prescreen interview and track in Talent Acquisition Management System

• Coordinate with COR to ensure there are interview rooms availa- ble for all scheduled interviews daily

• Supervise Team

SERCO INC., Fort Meade, MD 02/2022 - 11/2023

BUSINESS FINANCIAL PROFESSIONAL 1- -/PROMOTED 06/23 FROM Contract Maintenance Professional

Execute a full range of accounting and administrative functions for the SEEMRIPPER NEEDLE contract, invoicing and tracking the status of the process. Ensuring all fund are allocated in a timely manner. Reconciling and manage account payables and receivables for vendors are incompliance and accurate invoiced.

• Collect and input burn rate data using corporate template.

• Review invoices in accordance with the most recent BMA Invoice Review Desk Guide and contract clauses; report any discrepancies to Government Contract Manager (GCM).

• Assist the GCM with gathering and organizing data needed to develop/modify Technical Task Orders (TTOs)/Delivery Orders/Requisitions/Spend Plans/Contract Performance Input.

• Assist with the validation of ULO and TAR lines for contracts.

• Utilize agency-specific systems to perform basic functions.

• Assist the Government with Contract Closeout activities. Tonja M. Polly Page 3

• Draft modifications to existing TTOs.

Update burn rates using corporate template; conduct burn rate analysis and track funding run out dates.

• Review invoices in accordance with the most recent BMA Invoice Review Desk Guide and contract clauses; report any discrepancies to Government Contract Manager (GCM).

• Draft modification to existing Technical Task Orders (TTOs).

• Refine requirements with COR-T to ensure within contract scope; draft TTOs for CM.

• Prepare TTO/Delivery Order funding tables.

• Prepare de-obligation forms including all applicable attachments.

• Review/track requisitions for accuracy and communicate to BFMs corrections needed in order to adhere to GCM’s plan.

• Track contract funding against DoD/BM&A goals for commitment, obligation, and outlay.

• Track contract costs at the TTO, fund cite/CLIN/SLIN, and budget center levels.

• Analyze estimates provided by contractors to determine if estimates are in alignment with CM guidance and burn rate analysis.

• Analyze QAR data to ensure in line with burn rate analysis prior to COR submission/approval.

• Review spend plan data to ensure contracts have sufficient funding planned.

• Assist with the validation of ULO and TAR lines for contracts.

• Assist in Obligation of funds.

• Assist with the Maryland Procurement Office the

validation/completion of Unliquidated Obligations (ULOs).

• Pull financial reports/data from government systems such as FACTS and CMIS.

• Modify requisitions and associated documentation to comply with Contracting’s guidance to assist in the obligation of funds.

• Maintain over 90 Government Unliquidated Obligations (ULO) accounts.

• Review Vendor’s status of purchase lines, to invoice or de- obligate funding’s.

• Prepare supporting document for Vendor’s to de-obligate funding.

• Contributing to the maintenance of current resources to support the day-to-day mission activities.

• Identify cost overruns and underruns on contracts.

• Track award fee pool and calculate earned fee for the period as well as any incurred interest.

• Assist in preparing contract funding estimates for Continuing Resolutions (CRs) and for spend plan build.

• Played and major role in establishing the first hybrid pilot program. A hybrid team is a staff that includes both office-based staff and remote employees.

• Employees were able to split their time between the office and their homes. A hybrid work model allowed employees to choose Tonja M. Polly Page 4

how and when they work most effectively and open up new kinds of talent to employers.

• Technology improves, and provides more opportunities for businesses to include remote employees and make their processes more flexible. This will become an ideal option for companies that rely on freelance professionals, but can also allow extensive collaboration between team members. Hybrid teams can help employees find ways of working that match their needs while allowing company leaders to meet their goals in new ways.

• Participated in creating and Hybrid Workplace Model.

• The benefits of the Hybrid Pilot program were that it preserved communication and collaboration when employees work remotely.

• Teams often use computers and phones to complete their work while using virtual meeting software and messaging apps to communicate, set goals, share progress and distribute other important work-related information. Hybrid teams also require different scheduling methods to account for differences in time zones and work habits. This plan was well thought out and discussed with other team members on the best task and route to take.

• Bottom line implementing the first Pilot Hybrid program. Provide flexibility for both employees and company leaders and myself. Working remotely full-time or part-time, employees was able to modify their work routines to accommodate their unique work styles or their other responsibilities. Their flexibility helped with companies improving their staff's engagement and productivity and help them attract new talent. Also, improved employee satis- faction helped businesses maintain their most valuable talent and lower their hiring and onboarding costs.

• Hybrid work gave management and leadership greater flexibility. It can allow them to plan and execute meetings more quickly with minimal loss of productivity.

NATIONAL SECURITY AGENCY, Fort Meade, MD 10/2019 - 06/2021

Contract Specialist / Contract Lead

Award corporate contracts up to and over $20M annually. Act as Contract Lead managing client relationships and compliance for contracts, grants, and cooperative agreements, while making expert determinations on the need for any amendments and/or extensions to improve performance and minimize costs.

• Partner with Project Directors and Managers to analyze and report key data on project budgets and burn rates to clients. Tonja M. Polly Page 5

• Carefully review each contract to ensure terms and conditions are in the groups best interests, represent minimal risk, and meet all financial goals.

• Ensure contracts fully comply with Federal Acquisition Regulations (FAR).

• Create or collaborate on creating a wide range of specialized documents as needed such as contract modifications, cure notices, show-cause notices, etc.

• Assist with developing/executing procurements, including determining resources to be solicited, selecting contracting approaches, developing procurement plans, preparing solicitation documents, and more before awarding or recommending awards based on established criteria.

• Leverage the BAM data system and other systems to manage contract functions, analyze budgets/costs, conduct pre/post- award activities, make modifications, and evaluate/manage contractor compliance & performance.

• Deliver in-depth training to internal staff on government compliance and contract management best practices to increase organizational capabilities.

• Continue to succeed in maximizing awards and purchase orders, while staying within strict fiscal budgetary parameters since taking the role.

• Negotiated and resolved a major dispute with a customer, resulting in significant savings for the government in the end.

• Achieved DAWIA certification as a Contract Specialist I and Contract Specialist II.

TOWER OF FAITH WORSHIP CENTER Int’l, Capitol Heights MD - Accounting / Admin Asst Part-Time 09/2006 – Present Execute a full range of accounting and administrative functions for the Center, including reconciling accounts, processing payroll, managing account payables & receivables, handling purchases, managing inventories, processing orders for equipment/office supplies, and tracking budgets, among many others.

• Recognized for fostering synergy and collaboration with all staff members to help the group operate effectively and achieve church goals.

• Rolled out a series of internal controls and standard operating procedures (SOP) that have significantly increased overall office efficiency.

• Introduced the ADP Pay System to streamline and improve payroll processing.

Tonja M. Polly Page 6

• Assume full ownership of church calendars/schedules for ministry events and managing the organizational filing system.

• Saved the church over $3K one year by identifying and eliminating a large number of unnecessary expenses to prevent a large loss for the year.

PROFESSIONAL EXPERIENCE, Continued

Tonja M. Polly Page 7

KIPPDC VALOR ACADEMY, Washington, DC 04/2015 – 10/2019 Office Manager

Acted as the driving force behind all office operations and made a number of changes to workflows and processes, that enabled operations to continue smoothly despite the organization’s growth and staffing changes.

• Entered/validated student data within the Deans- List system, managed office accounts & spending, tracked/ordered supplies, managed the filing system, served as the chief liaison for all visitors, students, staff, & vendors, and more.

• Succeeded in exceeding student registration goals each school year and established the first Parent Committee Board.

• Assisted with student/staff scheduling, student orientation, and planning/executing school events of all sizes.

U.S. POSTAL SERVICE, Capitol Heights, MD 06/1996 - 01/2014 Mail Handler

Selected to facilitate as a Team Leader and provide orientations for the new employees. Providing them with policies and procedures that they must adhere to. Ensuring each new staff member fully understood our code of ethics and received information pallet on the policies and safety procedures of the organization.

• Coordinated incoming mail, prepared mail for dispatch, routed loads for proper distribution, and reported any suspicious mail/parcel packages to the Shift Manager.

• Designated as the Safety Captain for the department, logging all safety-related hazards/issues and recommending changes.

• Designed and rolled out a highly effective Safety Plan that included installing placements at each workstation to better protect workers legs and feet. From constantly walking on the ridged concrete floors. Providence Hospital, Washington, DC 10/2013 - 01/2014 Administrative Assistant

As Administrative Assistant performs a variety of office and clerical duties to support the operations of an organization. Often serves as the backbone of office operations, handling tasks that range from routine to complex.

Key Responsibilities:

• Scheduling appointments, meetings, and events.

• Answering phone calls, responding to emails, and directing communications between colleagues and customers.

• Preparing reports, organizing files, scanning, printing, and maintaining a filing system.

• Entering data, managing databases, and handling correspondence.

• Ordering office supplies, taking inventory, and maintaining office equipment.

• Ability to manage multiple tasks and prioritize effectively. Tonja M. Polly Page 8

• Excellent written and verbal communication abilities.

• Familiarity with office software, including word processing, spreadsheets, and email management

• Ensuring accuracy in all administrative tasks.

• Capable of addressing and resolving office-related issues. Providing support to other employees

• Coordinating business communication.

• Directing phone calls.

• Responding to inquiries. Managing meeting schedules.

• Organizing files.

• Creating correspondence. Preparing reports and documents University of the District of Columbia, Washington, DC 05/1987 – 12/1996 Staff Assistant

Acted as the driving force behind all office operations day to day work flow. Ensuring each administrative function is carried out in accordance to the office policies and procedures. Enabling the office to continue to operate smoothly. Execute a full range of accounting and administrative functions in the office including drafting documents, answering staff queries and setting up conferences/room and events, Helping with vari- ous office-related tasks. Preparing necessary paperwork for regular company procedures. And organizing and maintaining employee records.

• Assisted in the development of annual appropriated and non-appropriated budgets for submission to the budget office and subsequent entry into FMS system.

• Created a compensation strategy for all professors’ employees based on market research and pay sur- veys; kept the strategy up to date.

• Reviewed and processed all SF-50’s personnel actions for new hires, reassignments, continuation, and termination of employees. Computed salaries based on course credits attained. Monitored and validated timesheets for all assigned employees.

• Oversaw organization’s daily administrative functions including planning, coordinating, and directing ac- tivities such as staffing, strategic planning with Principal and Manager dealing with employee questions and concerns.

• Liaison between upper management and all other employees, building and maintaining company culture through the hiring process and employee relations.

• Developed training materials and performance management programs to ensure professors understood their job responsibilities.

• Ensured the organization's compliance with local, state, and federal regulations. PROFESSIONAL TRAINING

Tonja M. Polly Page 9

Human Resources Management Foundations Introduction to Business Human Resource Management Strategic Human Resource Management Microsoft Applications for Accounting Leadership & Organizational Behavior

CERTIFICATIONS

• Licensed Director of Child Care (90 credit hours)

• Mental Health Certification

• Certified Nursing Assistant

• Licensed Real Estate Agent

• CERTIFIED SERVICE REPRESENTATIVE

• Alpha Chi National Honor Society

D.C. Gamma Chapter

• DAWIA Certification (2 Courses away for both (CS1/CS2) Certified CO TECHNICAL SKILLS

SchoolMint; PowerSchool; Deans-List; ADP; Microsoft Office Suite (Excel, Word, Outlook, PowerPoint); TACS system; Microsoft SharePoint 2010; Adobe Connect; Push Pay; Kingdom Steward Software; QuickBooks; Workday, BAM System, FACTS System, CMIS System, PRISM, HRMS system, UWE system

(unclassified work environment), Hire Vue system MES/SDA system. Tonja M. Polly Page 10

Contact this candidate