Management Specialist Grants

Shante Yulyssa McLeod

*** ******** ***

Minneola, Florida 34715

Mobile: 407-***-****

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

OBJECTIVE:

To obtain a position with the National Institute of Aging as a Grants Management Specialist. Work Experience:

Grants Management Specialist

National Institute of Aging

National Institutes of Health

7201 Wisconsin Avenue

Bethesda, MD

10/2023- Present

Hours per week: 40

GS: 1109-11

Duties, Accomplishments and Related Skills:

Daily monitoring and assessing of non-competing/competing awards within an assigned Grant portfolio. This consists of clinical trials and complex networks, conducting financial monitoring, timely reviews, and approvals of required documentation. Examining each Grantees’ application and assuring that they are in compliance with all terms and conditions of the NIH Policy Statement. In addition, effectively communicating with the Program Officials, Principal Investigators and Sponsored Projects Personnel in regard to any policy issues, grant related issues, negotiation of grant awards, and interpretation. Providing daily updates within the assigned Grant Folders based on the status of each applicant's cooperative agreement application to ensure all documents are compliant for Budget start dates. Creating individual Folders with assigned Grant numbers to keep as a record which helps refer to while evaluating grantee cost proposals and making recommendations with the supported analyses. The review of a variety of complex budget proposals to ensure that all funds are met with the specialized financial performance within the policy and regulations associated with Grant Programs.

SDS Executive Customer Relations Specialist

Amazon Virtual Call Center

440 Terry Avenue

Seattle, WA

3/2020 – 7/2023

Hours per week: 40

Duties, Accomplishments and Related Skills:

Daily focus on providing Quality and Assurance for our customers. Analyzing and interpreting pain points to help implement solutions for process improvement with management and control of resources or funds allocated to the customer or employee. I facilitated process improvement projects to help control the accuracy of resources available for the specialists through Kaizen. Helping to create a variety of streamline policies to help ensure quality responses with our communication amongst our drivers, customers, Stakeholders and Leadership Team. Coordinated multiple 8- week online New Hire workshops with the Shipping and Delivery Support Team to ensure all new hires are informed of all pertinent information within Amazon. Monitor activities related to financial gain/losses and prepare analysis findings for management as needed. Building a solid surface to address our customer’s escalations and understand where business needs call. Providing mentorship to my colleagues to assist with daily duties, tools and engagement with the appropriate teams. Collecting and organizing budgetary data; performing analytical data to assist in the resolution of budget by covering cost analysis, milestones projections status, and review of appropriate financial systems which support business accounts. Completing administration work related to daily assignments. Design and conduct comprehensive studies to improve program efficiency by identifying, proposing, and devising new organizational streamline processes. Manage and direct initiatives with input and support from other analysts and subject-matter specialists. Preparing data summaries for inclusion in reports on budget formulation and executive to propose improvements to management systems. Coordinate group efforts by assigning segments of the study to participants and consolidating findings into final reports. Advisor to management on the acceptance and implementation of proposals involving substantial organizational resources. Developed and tracked company sales equipment. Help develop policies and procedures to ensure organizational and management goals were attainable and met. Provide technical guidance and advice to management related to the analysis of methods and procedures, resolutions to problems, budget, educational and historically effective techniques, and procedures. Participate in efforts to improve financial managements systems and/or policies, goals and objectives for Amazon customer-based initiatives or programs. Independently identify gaps, inefficiencies, or inconsistencies in current operating or policy driven procedures and make process improvement recommendations to management or stakeholders. Perform studies of existing data and other reports to develop conclusions and recommendations that logically flow from all available data sources. Developed drafts of narratives from information pertaining to the program development and objectives after reviewing and editing narrative justification to be presented to program management. Led projects which required state-of-the art developments in analytical techniques, statistical techniques, and research methodology.

Resolution Specialist

Amazon Virtual Call Center

440 Terry Avenue

Seattle, WA

3/2017 - 3/2020

Hours per week: 40

Duties, Accomplishments and Related Skills:

Assist customer service agents with customer accounts related to refunds, replacements of items, charges and much more. Guiding agents through customer accounts to resolve customer facing issues. Taking over escalated calls and coming up with resolutions for customers that work in the best interest of the customer and abiding with Amazon policies. Monitoring average talk time of customer contacts. Reporting to above management for further assistance when needed. Weekly followup dashboard monitoring. Handling daily depriorization request tickets.

-Efficiency with Knowledge Center, CSOS, Quip, Followup Dashboard, Depriorization Request Management, Submitting Trouble Tickets.

Concierge Customer Service Specialist

Amazon Virtual Call Center

440 Terry Avenue

Seattle, WA

7/2016 - 3/2017

Hours per week: 40

Duties, Accomplishments and Related Skills:

Overlook Customer Accounts with high end value purchases in the amounts of $2,500 or more on one single item. Communicating amongst multiple Freight Carriers, ensuring customer’s deliveries are being executed in a timely manner and being delivered on time. Filing special operation tickets when needed on refunds with an extensive value and scheduling follow-ups with customers to ensure refunds have been completed. Communicating with management when needed to special requests to ensure approval is appropriate for special scenarios. Providing an extra hand when needed in other trained departments during Peak seasons. Continuously, sending daily e-mails in response to incoming e-mails received throughout the day. Business Customer Service Representative

Amazon Virtual Call Center

440 Terry Avenue

Seattle, WA

9/2015 - 3/2017

Hours per week: 40

Duties, Accomplishments and Related Skills:

Reviews numerous Business/Corporate Accounts for purchase order requests; forwarding further verifications to the appropriate departments. Assisting routinely in expediting and following up on deliveries completed through diverse procurement vehicles.Served as the retail specialist when first onboard to transmit orders placed from customers’ online accounts to team members to ensure protection over accounts. Maintain a well-organized filing system of daily call-ins. Developed daily wrap-ups of individual accounts, which were used to store and protect customers’ personal information. Controlled credit card/debit card/ bank information for payment purposes. Evaluating resource documents and allocations. Handles daily phone call-ins with customer issues on Business Accounts, as well as Retail Accounts. Communicate on a regular with other team members in providing efficient sources in resolving customer concerns. Report to management via phone, e-mail or chat regularly. Helped management in the administration of work priorities, organizational needs and applicable laws governing the awarding of funded contracts with local vendors to provide services for pay. Coordinated and established processes for awarding and tracking agreements with vendors. Taking on the initiative in answering questions and providing information, as well as making non-policy decisions - and as appropriate, screen and refers callers to other personnel within the team. Performing a range of activities using office automation software. Analyzing written/verbal complaints to help in determining where to refer them for investigation. Preparing administrative requests and documents to management for review.

RCI Audit Coordinator/Front Desk Receptionist

Silver leaf Orlando Breeze Resort

100 Orlando Breeze Circle

Davenport, FL 33897

6/2012 - 8/2015

Hours per week: 40

Duties, Accomplishments and Related Skills:

Provide leadership amongst the Front Desk Staff in making sure daily log has been completed. Establishing and maintaining standard and handy reference files in support of the implementation of the office. Initiated plans to ensure thorough coverage of new approaches by applying Lean Six Sigma processes and techniques to determine and analyze optimal outcome. Conduct large group conference meetings to disseminate organizational structure, posture and guidance. Chaired steering committees charged with the development and implementation of policies and procedures to effectively move organization forward. Working close amongst management and high-end graded personnel in performing supportive duties in the acquisition-related field. Assistance in supporting purchases of average, commonly-used items. Providing day-to-day secretarial assistance by covering a wide variety of secretarial, clerical and office automation duties, and assists when needed. Checking guests in and out for scheduled reservations. Collecting all fees associated with each reservation. Interpreting the budget guidelines and regulations that are set on a quarterly basis. Scheduling cleanings for each guest and communicating with housekeeping once guest has checked out of each villa. Properly handling the AS400 system in making sure every reservation has been checked in or checked out. Developed daily maintenance tickets into an RDP program with running audit reports as well as communicated maintenance issues to Maintenance Supervisor. Served as the trusted Coordinator to transmit special RCI reservations from the Front Desk Manager to front desk staff to ensure operational communication. Helped in assembling and reviewing vacation packages and types of requests for accommodations of elderly, toddlers and checking documents/reservation cards for evident errors and ensuring that standard or special provisions are current and in agreement with applicable regulations and policies. Assist with interviews and reviewing of resumes to determine if the candidate was a proper fit for the position listed. Education:

Liberty University Lynchburg, VA United States

Bachelor's degree 5/2015

GPA: 3.22 of a maximum 4

Credits Earned: 135 Semester Hours

Major: Criminal Justice Business Administration

Valencia College Orlando, FL United States

Associate's degree Minor- 08/2008- 12/2010

GPA: 3.79 of a maximum 4

Credits Earned: 87 Semester Hours

Minor: Associates of Arts

Valencia College Orlando, FL United States

Associate’s degree Major- 05/2011-08/2011

GPA: 3.79 of a maximum 4

Credits Earned: 87 Semester Hours

Major: Associates of Science

Language Skills:

Language Spoken Written Read

English Advanced

Advanced

Advanced

References:

h72 Indicates professional reference

Name Employer Title Phone Email

LaToshia

Minggia US Army Combat Capabilities

Developement Command

(DEVCOM)

Security Specialist

443-261-

8831

LaToshia.L.B

Hezekiah

Barrett Department of Labor Office of

Inspector General (EEO)

Reasonable

Accommodation

Coordinator

443-306-

8465

Barrett.hezek

Dana

Welch Amazon SDS ECR Team Manager

681-358-

8313

Danawelc

Name Employer Title Phone Email

Marissa Hunter Aetna

SR CDR Medicare Part C

Appeals Ops

954-515-

7659

Marissa.hunt

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