Human Resources Specialist

STEPHANIE COFFEY

*** *********, *.*., **********, D.C. 20002

Phone: 202-***-****

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

PROFESSIONAL EXPERIENCE:

Department of Veterans Affairs

Veteran’s Health Administration

Employee and Labor Relations

Human Resources Specialist

November 2023-Present

•Providing interpretations, advice, and guidance on Federal laws, executive orders, OPM directives/decisions, as well as VA policy and procedures.

•Supplementing management’s efforts to analyze and resolve conduct or performance inadequacies in the overall HR management programs.

•Assisting managers in making the proper referrals of employees with sensitive or serious problems.

•Applying procedures, requirements, regulations, and policies related to specialized expertise in Human Resources and the various hiring authorities (Title 5, Hybrid Title 38, Title 38, etc.).

•Interpreting specific provisions of the negotiated agreement for supervisors and managers.

•Providing oversight of appropriate disciplinary measures or other corrective action techniques, when necessary.

District of Columbia Government Experience (2017-2023):

DC Office of Contracting and Procurement (OCP) Department on Disability Services

Contract Specialist

•Develops procurement plans and packages.

•Performs detailed analysis of proposals/quotes received.

•Obtains necessary reports and evaluates contractor's fiscal soundness.

•Executes contractual documents within monetary limitations.

•Makes contractually binding decisions for the agency in administration of a contract.

•Monitors contractor performance, negotiating deliver/task orders extensions of deliver schedules, price adjustments,

•Ensures that all post award actions taken comply with all applicable laws, regulations, and Executive Orders.

DC Department of For-Hire Vehicles (DFHV) Office of Hearings and Conflict Resolution Complaints Manager

•Retained 100% of complex complaints caseload into compliance with Title 31.

•Established relations with industry leaders – e.g., Uber, Lyft, Via – which substantially improved communication and understanding of agency policies and regulatory requirements.

•Closes 100% of complaints within 20 days (110% of KPI goal), and 94% in 15 days.

•Acted as agency’s sexual harassment officer tasked with the investigation of employee complaints, interviewing, and summary findings.

Office of the General Counsel

DC Department of Human Resources

Religious Accommodation Specialist

•Examines documents; reviews policies and analyzes information to assess compliance with COVID exemption.

•Train Religious Accommodation Specialist on the legal review process and procedures.

•Interprets the guidelines in the Mayor’s Orders/Issuances to determine if appropriate information has been submitted, and follows up to assure that any relevant information, if required, has been provided by the employee.

•Analyzes and verifies information for the exemption requirement for employees, including daily entry in the online tracking system.

•Follow up with employees to request any relevant information, ensuring the completion of all accommodation process steps.

•Develops, recommends, and implements corrective actions to remedy any deficiencies.

•Provides guidance to District government HR employees on the processing of accommodation documents.

•Communicates with HR representatives and employees on how to upload documents.

•Prepares reports and queries in the Human Resources Information System (HRIS) to determine employees who haven’t uploaded required exemption documents.

•Uses the HRIS to generate, upload, and identify/verify employee documents.

•Notifies agency HR staff of employees who remain non-compliant.

•Responsible for reviewing and analyzing submitted documents to ensure information uploaded in HRIS meets the exemption requirements.

•Informs appropriate management level supervisors regarding potentially deficient/non-compliant issues. Communicates findings to agency HR representatives and DCHR leadership.

Mayor’s Office of Talent and Appointments (MOTA)

Associate Director

•Serve as an HR advisor, leading recruitment of appointed positions in assigned clusters - including posting positions, reviewing incoming resumes, engaging with applicants and managing interview processes in the DMPED and DMOI clusters.

•Determines qualification requirements for all levels of jobs, including nonsupervisory, supervisory, and senior level staff.

•Prepares position vacancy announcements for appointed positions and boards and commissions, in collaboration with the manager, supervisor or other senior level staff, comparing the vacancy announcements with the position descriptions.

•Reviews vacancy announcements for quality and accuracy to appointed roles.

•In conjunction with the hiring manager, board administrator or other staff, assures that position vacancies are posted in the appropriate media, including newspapers, list serves, and websites.

•Serve as an HR advisor in managing a portfolio of 45-55 boards and commissions, including recruitment and placement of appointees, and engaging with board administrators.

•Draft appointment documentation, including Mayor's Orders and legislative resolutions.

•Interpret, analyze, and apply qualification standards, position requirements, job analysis, and evaluation plans.

•Analyzes data to identify and recommend priorities to develop, direct, and organize work-plans.

•Coordinates services among District agencies to ensure timely responses to appointee concerns and ensure vacancies and expiring terms are filled efficiently.

•Participate in speaking engagements, panels, lectures to further the Office’s mission and reach.

DC Department of Public Works (DC DPW)

PEMA Supervisor

•Develops performance plans for reporting customer service representatives

•Makes and regulates reporting employees’ workloads and assignments

•Tracks and reports performance goals and objectives/creates work plans

•Supervises and has overall responsibility for the success of the customer service representatives/dispatch staff assigned to me

•Supervises staff responsible for dispatching field personnel, information management, service requests, service delivery, and problem resolution services to both internal and external customers, in a fast-paced 24-hour call center environment

DC Department of Health (DC DOH)

Lead Investigator/COVID-19

•Supervises investigators responsible for conducting interviews to assess client symptoms and need for testing as well as their ability to safely quarantine; ensures referrals to help achieve safe quarantine; and connects cases/contacts to symptom monitoring and

•follow-up tools

•Ensures referrals to help achieve safe isolation; enumerates all the contacts of the case

•Abides by all confidentiality and security rules for the protection of health information

•Communicates with healthcare facilities, congregate settings and other partners as directed by the epidemiology team to provide technical assistance

•Utilizes data management systems and ensures the quality, accuracy, and completeness of data entry

•Participates in case reviews and in quality assurance/quality improvement activities to ensure performance goals for reaching cases and contacts are met.

June 1996 - July 2013 Verizon Communications

Central Office Technician Lead (FIOS Design/Circuit Implementation)

•Ensured compliance with communication and administrative laws, policies, and regulations while remaining committed to company strategies, and project goals; Explained regulations, policies, or procedures to all applicable stakeholders

•Negotiated, insured, and executed SLA’s (Service Level Agreements) for Verizon Voiceover IP (VoIP)

•Receive outage/network availability requests, calculate and render credit to customers following agreed upon SLA’s

•Identified and resolved field problems in consultation with Project Managers, documented relevant actions and follow up protocols

•Utilized excellent written and oral communication skills to provide regular advice and recommendations to relevant stakeholders, through periodic status reports, spreadsheets, charts, and presentations

•Maintained accurate project-related records and data in electronic data management system

•Monitored performance of quality control systems to ensure compliance with applicable laws

•Communicated quality control information to all relevant organizational departments, outside vendors, or contractors

•Escalated troubles and new projects based on company policy.

•Utilized analytical and evaluative methods and techniques to provide recommendations to customers about company products and services

•Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes

•Resolve customer complaints or answer customers' questions regarding policies and procedures

•Conducted financial investigations, credit checks, and in-depth inquiries into telephony accounts

•Resolve account discrepancies for delinquent debtors, facilitating access to new service and authoring continued access to existing services

Comcast Communications

Call / Payment Customer Center Supervisor

•Increased company revenue by $2.3 million dollars quarterly through managing an Inside Sales Consultant team engaged in the sale of company products and services to existing and potential customers; accelerating the installation process from an average 11-15 days to 3.5 days

•Fostered a positive work environment, serving as a trusted advisor, decreasing employee turnover by 47% and improving productivity from 50% to 84%

•Served as supervisor with demonstrated ability to coach, motivate and influence a team of 25 staff, providing guidance and technical assistance, monitoring, and evaluating performance, initiating promotion and termination actions

•Devised creative solutions to difficult business and residential customer inquiries and claims, with the goal of providing excellent customer service and client retention

•Conducted financial investigations into client accounts and financial statements to assess the legitimate possession and use of telecommunications equipment in order to accurately discern the appropriate billing and correct/address billing issues

•Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance

•Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

•Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes

•Ensures all fees, equipment and costs associated with the management, maintenance, and funding of the general operation of the company is tracked and collected in a timely fashion and properly inputted in the accounting systems (manual and automated)

EDUCATION:

The Catholic University of America-Columbus School of Law

Juris Doctor; Tax /Government Contracting; Black Law Student Association

The George Washington University

Masters in Pre-Law concentration in Government Contract Administration/Procurement; Summa Cum Laude

University of Maryland Global Campus

Bachelor of Science in Business Administration minor in Human Resource Management; Cum laude

Southeastern University

Associate of Science in Finance; Summa Cum Laude

PROFESSIONAL SKILLS:

Exceptional Oral/Written Communication Skills

Licensed Paralegal

Licensed Mediator/ADR Specialist

REFERENCES:

Reference Name: Victoria Tyson

Title: Program Manager

Company Name: DC Department of Health

Telephone: 202-***-****

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

Relationship: Prior Manager

Reference Name: Michael Harewood

Title: Parking Enforcement Management Admin. Manager Company Name: DC Department of Public Works Telephone: 240-***-****

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

Relationship: Prior Manager

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