Customer Service Data Entry

Kimberly Y. Dawson

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

**** ******** ****, ***** ******, Ohio 44121, Mobile: 216-***-****

Professional Profile

Confident analyst, contracting officer representative, and skilled supervisor. Decisive and strategic thinker. Goal-oriented self-starter. Committed to professional development of self and others. Process improvement expert. Extensive customer service experience, 15 plus years with finance related call center experience and non-pay related mission areas.

Strengths

Technical Skills

Program Administration

oCompleted standard operating procedures (SOP’s) for multiple mission areas, (i.e. Organization Capabilities, Retired and Annuity Pay, Customer Care Center-Cleveland)

oDeveloped project plans, schedules, workflows, swim lanes to support mission operations

oDeveloped a quality assurance program, implemented internal controls for military records stored prior 1992

oAction Tool Coordinator via SharePoint and Database, monitoring and review of all incoming data was required for effective Action plans and workplace improvements. Provided reports, spreadsheets, and PowerPoint presentations. As surrogate Action officer extensive data entry was required.

Survey Management, Feedback, and Action Plans for Workplace Improvement

oCompleted 4000 customer service consults

oOrganizational Assessment Survey (OAS), Action Tool Coordination.

oManaged 1000 Action Plans for mission area needs and solutions via SharePoint and Database.

oFacilitated OAS training for 400 Action Officers, Executive Assistants, and DFAS Leadership

oFacilitated training for 45 Working Council Members

oInterpret survey results from OAS and Federal Employee Viewpoint Survey (FEVs)

oPrepare status and report findings to agency wide survey results to executive leaders

oData Entry into data base for workplace improvements, FEVS Action Plan Tool

Change Management

oAdvise mission area leaders and project teams how to develop and implement change programs

oComplete impact analyses to support personnel transition from current state to future state

oCollaboration with mission areas

Knowledge Management

oPerform Gap Analysis

oMaintain mission area knowledge libraries

oAnalyze data for addition to knowledge libraries

Analytic skills

oEnsure achievement of stated business case benefits

oData Analysis for process improvements for mission areas

oCritical Thinker

Contracts

oAcquisition and Contracting Strategy

oContract Management

oContract Monitoring and Contract Closeout

Work Experience

Defense Finance and Accounting Service (DFAS) - Cleveland Center, 02/2016 – 08/2024

Program Specialist(Analyst) GS-301-11, Organizational Capabilities, Enterprise Project Solutions

Survey Consultant, Process Improvement, Research Data Analyst and Facilitator

oExecutive communications, presentations, and training facilitation

oAnalyze, interpret and facilitate the development and implementation of a comprehensive survey, communication and change management program

oSurvey expertise: work with organizations on multiple types of survey questions, statistical analysis, development, data collection, data generation, and analysis of DFAS survey initiatives.

oDeveloping new methods and techniques to address problems for which guidelines and precedents are not substantially applicable

oNeeds Assessment and solutions development

oMajor projects DFAS wide – Organizational Assessment Survey (OAS) and Federal Employee Viewpoint Survey (FEVS) management

oQuantitative and qualitative analysis and reporting

oWrote business cases for projects

Change Management

oEnsured fast adoption of realignment plans by motivating teams with strong communication and collaboration skills

oMajor projects supported: Defense Agency Initiatives (DAI), Workflows legacy system brownout/blackout to current technology, Support for Unauthorized Information Technology (U-IT) to Authorized Information Technology (A-IT) software - cybersecurity

Knowledge Management

oOrganizational Capabilities analyze software, data, mission specific information for retention

Contracts

oCertified Contracting Officer Representatives (COR)

oOversaw 10 contracts, managed all aspects of the contracting process from pre-solicitation through post-award closeout to ensure compliance with federal regulations and policies.

oAnalyzed trends and identified opportunities for process improvements to streamline the contract management lifecycle

oReviewed and interpreted contractual language to ensure compliance with company policies and procedures

oCollaborated with government personnel to resolve issues related to scope changes or schedule delay

Defense Finance and Accounting Service - Cleveland Center, 02/2015 – 02/2016

Financial Systems Specialist (Analyst) GS-501-11, Systems Operations

Data analysis, research, program implementation, testing, and audits

oCommand Center auditing of tested systems and results

oMaintained a database for 64 systems, data entry, research, testing and updates

oMonitored all incoming data provided various reports and spreadsheets

oPerform backup of systems

Knowledge Management

oData extracts from legacy systems and corporate resources

oInterpret, develop, implement, change policies for automated financial systems, procedures, and techniques

oKnowledge of generally accepted principles related to accounting, finance, and internal controls

Federal Information Systems Control audit Manual (FISCAM)

oDocumented and tested Information General Controls (ITGCS) for FISCAM

oDevelop procedures for FISCAM testing 40 systems

oUtilized Financial Improvement and Audit Readiness (FIAR) to support the preparation of key systems

oApply Software Development Life Cycle (SDLC) for FISCAM and FIAR compliance

Auditing

oAudit preparation, review and resolve audit findings related to the financial management, Systems Operations

Defense Finance and Accounting Service - Cleveland Center, 02/2013 – 02/2015

Supervisory Financial Specialist: GS-501-9, Operations Retired and Annuity Pay

Supervisor

oSupervised customer service processing team and problem solving

oSpecialize skillsets in Retired and Annuitant Pay

oReturned Payments disbursement system RCB2, release payments

oSpecial project teams

Survey Research Data

oPrepare and conduct surveys for Retiree Seminars: Hard copy surveys for Retiree and their spouse to rate the service they received from Retires Pay during the Retiree Seminars in various states and countries

oReview customer complaints and feedback in order to determine what questions should be on the survey from previous seminars

oCollected data from the manager, supervisor, leads, analyst and Customer Service Representatives that were a part of the seminars team to determine what additional information that needed to be added to survey

oSurvey were quantitative or qualitative based on need, performed after every retirement seminar, information would gather the information from the surveys, report prepare, report summary, Excel spreadsheet, met with the Seminar survey team, provided results to management and met management to discuss results of survey, make adjustments to the seminars to improve customer service

Knowledge Management

oRetired and Annuity Pay analyze mission specific information for retention

Audit

oAudit preparation, review and resolve audit findings related to the financial management, Records Management General Processing

oData entry of all auditing results

Defense Finance and Accounting Service - Cleveland Center, 11/2011 - 02/2013

Supervisory Financial Specialist: GS-501-9, Program Management Office (PMO)

Supervisor

oSupervised a diverse team of 24 to execute special projects for Middle and Senior Management initiatives

oCommunicate with leadership to define, prioritize and achieve strategic objectives and ensuring projects deliverables

oEnsure organizational policies and procedures are followed by the team

oScanning retiree documents, filing documents, and preparing for retention offsite

Communication

oProvided cost saving a project, budget, and resource activity within the immediate work area, and makes recommendations that have positively impact overall budget Mrs. .McKay Project

oManaged reporting and communication tools to efficiently provide leadership with important information in a timely manner

Communicated operating instruction changes to team member and delegated tasks to team members for special projects beyond their daily required production

oWrote Standard Operating Procedures (SOP) for processes, updated changes, define deliverables, milestones and roles and responsibilities

oLiaison with senior project manager, business stakeholders, subject matter experts, and other internal/external customers

oCommunicated discrepancies with supervisor and directors

Project Management

oAssembled committees within the project to identify resources, identify schedule conflicts, and manage project changes and led facilitation of issue resolution based on the level of the root cause

oIdentified issues and risks, developed effective risk management approaches and solutions. Provided continuous feedback on project status and ensure projects are on track to expectations the project manager

oDeveloped Quality Assurance by defining work flows from system entry to exit; testing new and modified functionality delivered across applications

Audit

oAudit preparation, review and resolve audit findings related to documents

o Records Management for Retired and Annuity Pay

Education

Grand Canyon University Phoenix, Arizona

Doctorate of Education, 3/2014 – 3/2019

Major: Organizational Leadership Minor: Organizational Development

Keller Graduate School of Management Seven Hills, Ohio

Master of Business Administration, Degree 09/2012

Major: Business Administration Minor: Accounting

University of Phoenix Independence, Ohio

Bachelor of Science, Degree 02/2008

Major: Business Management

Certifications

Certified Change Management Practitioner, Prosci Methodology, September 2021

Knowledge Management Certification, December 2021

Lean6 Green Belt, December 2011

Internal Audit, December 2011

Certified Contracting Officer Representatives (COR) October 2018, One recertification 2021

Awards/Recognition

Rating Cycle 2021-24

Director, Enterprise Management Services, Recognized for the preparation of the Pulse Survey analysis of the Government-wide pulse survey, launched by Office of Personnel Management (OPM) impacting only 20 federal agencies, including DFAS

Director, Enterprise Project Solutions, Awarded a Special Act Award for the close-out of 276 Organizational Assessment Survey (OAS) Action Plans

Cash Award for performance

Time Off award for performance (3)

Incentive award for performance (2)

Rating Cycle 2022-24

Cash Award for performance

Time Off award for performance

Incentive award for performance

Workplace Improvement

Training and Development

Project Management and Feedback Mechanisms

Lean Six Sigma

Collaboration

Presentation Skills

SharePoint

Customer Service

Digit and Physical Research

Analytics

Strategic Planning

Database Monitoring

Auditing

Data Entry-12,575 KPH

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