Customer Service Call Center

CHRISTOPHER J. COZZY

*** ******* ** *****: 802-***-****

White House. TN 38188 E-Mail: *******@*****.***

Relevant Experience

Serve as Field Office Director (FOD) in his absence managing oversight for Field Office administrative functions, such as personnel management, labor relations, training, financial management, facilities, property management, health and safety, and emergency preparedness.

Provides expert assistance and leadership in defining and continuously improving the country program's approach to training design, delivery and evaluation ensuring compliance with agency standards.

Serve as a consultant /advisor to FOD/ Acting Operation Service Specialist/ Analyst: handling procumbent, transfers of assets, inventory, fleet management, building optimal space utilization, vendors and office customer service, timekeeper, quality file review, overtime tracking and overall building management.

4 years corporate trainer, subject mater expert, course developer and supervisor. Grant or deny complex and highly sensitive applications and petitions for benefits based on electronic or paper applications/petitions, with FOIA requirement compliance.

Apply analytical and evaluative methods and techniques to analyze complex problems collect relevant information from varied sources to devise new techniques to evaluate findings and make authoritative recommendations.

Plan work to be completed by subordinates, set, and adjust short-term priorities, and set target dates for work completion and evaluate and develop performance standards and assess work performance of subordinate supervisors based in program goals and objectives, work processes and administrative operations of the organization.

Manage special projects, conducts day to day analyses and evaluations of systems, procedures, and reporting methods for the purpose of improving systems, methods, and procedures.

Develops plans for implementing short and long-range program goals at Post, and directs diverse organizational functions affecting critical aspects of major agency programs.

Maintain awareness of potential problems areas of special interest, trends and advise management on strategies to respond and correct.

Interpret complex legislative, regulatory, and policy guidance to prepare recommendations for management.

Served as a technical advisor on HQ PMO Video Interview Policy Working Group composed of with the Field Office Director’s, and to the Branch Chiefs, Division 1,3 and 4 representatives on systems, procedures and processes with video interview, Virtual interviews, OTO an RTO processes and procedures dealing with a wide range of administrative programs concepts, laws, policies, practices, and analytical methods to address technical issues. Recipient of the Pinnacle award 2020: Video Interview Team, for, Substantial and distinguishes contribution to USCSI and its Mission.

Summary

Customer service oriented professional with Field Office managerial expertise including excellent analytical, interpersonal and communications skills, Individual and group mentoring, and group facilitation skills. Comfortable interacting with individuals and groups at virtually all-organizational levels. Creative and innovative problem-solver focused on consistently meeting and exceeding organizational objectives. Works well independently or as a contributing member of a team and requiring little or no direct supervision.

Skills

Time Management- MS Word- MS Excel- Office Management- Office Metrics- Personnel Management- Employee Onboarding- Employee development and training- Six Sigma- Team building- Interviewing- Payroll- Call Center Supervision, Quality Control- Computer Networking-.

Work History

SIS Security, 6071 Bristol Parkway, Culver City, CA 90230, Fusion Security Specialist, 1/15/2024 to present, On site supervisor for a team of 3 Security specialist and on Off duty officer. Patrol facility, Observe and report to client and SIS Supervisor on staffing and potential risks at facility. Advise staff of changes to post orders and upcoming issues. Part time 30 hrs. weekly

Supervisor: William Bradley 800-***-****

South Central Kentucky Community and Technical College: Security Guard 4/30/2023 – present

1845 Loop Dr ., Bowling Green Kentucky 42101

Open and close campuses, greet visitors, patrol campus for possible issues, provide emergency medical attention to staff and students. Maintain security on campus. Part Time 20-28 Hrs weekly.

Contact: Daniel Harris Cell: 270-***-****

Supervisor of Security

United States Government Nashville TN (Full Time) GS-13-04 11/04/2017 – Retired 4/28/2023

United States Citizenship and Immigration Services, Supervisory Immigration Services Officer

FOD: Marcos Castells TN: The Work Number 1-800-***-**** Code:11363 Salary $103, 110

Serve as Field Office director in his absence, providing administrative or logistical support to multiple levels of subordinates engaged in safeguarding national security in the adjudications of immigration benefits; and ensuring the integrity of the immigration system.

Generate and control US Government issued identification badges for USCIS and other government agencies.

Provides expert assistance and leadership in defining and continuously improving program's approach to training design, delivery and evaluation ensuring compliance with agency standards.

Provides technical and administrative direction through supervisors, to Immigration Services Officers and support positions whose work involves the adjudication of petitions and applications such as citizenship, family, and employment-based benefits.

Interpreting complex legislative, regulatory, and policy guidance to prepare recommendations for management.

Serves as an expert on policy interpretation and implementation related to design and management of Post programs and other pertinent programmatic matters.

Develops plans for implementing short and long-range program goals at Post, and directs diverse organizational functions affecting critical aspects of major agency programs.

Analyze complex problems collect relevant information from varied sources to devise new techniques to evaluate findings and make authoritative recommendations. develops new ways to resolve problems in meeting established goals, measures and objectives for program effectiveness and compliance with pertinent legal and regulatory guidelines.

Manage work to be completed by subordinates, set, and adjust short-term priorities, and set target dates for work completion and evaluate and develop performance standards and assess work performance of subordinate supervisors.

Independently manage all operational immigration programs and activities as well as all administrative support functions in a Field Office

Analyzing and resolving issues related to the establishment of program goals and objectives and establishing long-range work plans and determining the actions necessary to accomplish these objectives, including staffing and recruitment.

Provide technical and program guidance to staff and district in such areas as attendance, academic issues, scheduling, special accommodations, and ceremonies.

Develop, design, and implement formal quality reviews across all product lines within the office to identify best practices and areas for improvement. Develop and implement changes in processes as necessary as a result of these reviews.

Participate in all facets of hiring for new staff in the Nashville field office including guidance on a wide range of human resources management concepts, laws, policies, and practices as they relate to staffing and recruitment, position management and classification.

Manage oversight for Field Office administrative functions, such as personnel management, labor relations, training, financial management, facilities, property management, health and safety, and emergency preparedness.

Providing technical and administrative oversight to multiple levels of subordinates engaged in programs administering immigration benefits and services, processing citizenship applications and family and employment-based petitions and registration.

Independently manage all operational immigration programs and activities as well as all administrative support functions in a Field Office during Field Office Directors absence

United States Government Kendall FL/ Tampa FL (Full Time) GS-12 1/15/2015 – 11/4/2017

United States Citizenship and Immigration Services, Immigration Services Officer II

Salary $76,311

United States Government Kendall FL (Full Time) GS-11 09/23/2013-01/15/2015

United States Customs and Immigration Services, Immigration Services Analyst Salary $74,611

United States Government Williston VT (Full Time) GS-09 6/3/2012 to 09/22/2013

Immigrations and Customs Enforcement, Law Enforcement Specialist Salary: $57,408

United States Government Burlington VT (Full Time) 8/31/2009 - 6/2/2012

Department of Treasury, Internal Revenue Service. GS-07 Salary: $49,029

Revenue Officer, Arthur Snarski

VERIZON Communications 7/14/1997 - 11/28/2008

Verizon Communications, Syracuse, NY (Full Time) 5/2005 - 11/2008

Specialist-Workforce Development, Team Lead Trainer Manager: Christie Fox

Salary: $71, 511 yr.

Education

Undergraduate Studies in Communications, Lyndon State College

Majors in TV Production and Technical TV Production, BLEST (Basic Law Enforcement Specialist Training) October 2012, U.S Immigration and Customs Enforcement Training 8 CFR 287.1(g) October 2012 USCIS MAC ISA Practicum Oct 2013, USCIS Basic Academy, Basic 1504 D, June 3, 2015. February 2018 USCIS 2-week Field Office Supervisor (FOS)training. Recipient of the Pinnacle award 2020: Video Interview Team, for, Substantial and distinguishes contribution to USCSI and its Mission.

Computer systems proficient in: STAT, CIS,CCDI, ENFORCE EARM, A-Crime, TECS, ADIS, IDENT, USVIST, CLAIMS, RAPS, PCQS, SEVIS, IDCR, SMRT, Claims 3 and Claims 4 Microsoft Word, Microsoft Excel, Power Point, Adobe Captivate 4, CAAD, I-Go, V-Repair, BOSS, DOE,SOP BEMIX, MS Office, MAC Pages, MAC Numbers, Web-TA.

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