Customer Service Quality Assurance
Resume:
Artesia L. Spears
**** ******* *** ******* *** **2
Alexandria, VA 22303
Contact Telephone: 469-***-****
Contact Email: ***************@*****.***
U.S. Citizen
REQUESTING 5 PT VETERANS PREFERENCE BASED ON ACTIVE DUTY
SERVICE FOR THE UNITED STATES AIR FORCE
PROFESSIONAL PROFILE:
A highly skilled Administrative Technician specializing in personnel administration
and actions, including but not limited to performance evaluations, service
awards/decorations, re-enlistments, promotions, separations, retirements,
relocations, reassignments and customer service. Strong background in
administrative support functions and technology with the ability to effectively
meet deadlines and multi-task in a fast-paced environment. Excels in developing
professional relationships and utilizing strong interpersonal skills to provide
outstanding customer service.
WORK EXPERIENCE:
10/2006 – Present: PERSONNEL ADMINISTRATOR ; Us Air Force, Bolling
Air Force Base Military Personnel Flight; 16 Brookley Avenue, Bolling Air
Force Base, DC 20032; Hours per week: 50, Supervisor: MSgt Kelley,
Charmaine; 919-***-**** May contact.
*Maintains a Secret Security Clearance.
PREPARE AND PROCESS ALL PERSONNEL ACTIONS: Implement policies,
procedures and guidelines to provide support to a variety of personnel actions
including performance evaluations, service awards/decorations, reenlistments,
customer service, promotions, separations, retirements, relocations and/or
reassignments. Review and type all related documents to be signed by the
commander, update information in the finance system, update records in member
files, verify accuracy of information, inform customers of all requirements for
specific actions.
PERFORMANCE MANAGEMENT: Review and evaluate employee performance plans
and information justifying service awards, decorations, and promotions. Process
evaluation reports for over 14,000 enlisted and officials in the National Capital Region.
Provide guidance to customers concerning performance management and awards
programs.
INDEPENDENTLY REVIEWED AND MODIFIED EVALUATION PROGRAM:
Identified inefficiencies in the existing program and designed processes to
enhance the program. Developed a correct file plan, POC listing, order log,
tracking log, and provided quality assurance through managing a back log
process.
TRAIN 25+ PERSONNEL IN PERFORMANCE EVALUATION PROGRAM: Train,
direct and supervise personnel in the implementation of procedures and policies
to effectively review and process evaluation reports.
PROVIDE ADVICE TO SENIOR LEVEL OFFICIALS: Evaluate operational effectiveness
of personnel administration, identify opportunities for improvement and make
recommendations to top management, Identify, evaluate, and integrate the widest range
of considerations into problem solving efforts for serviced organizations
PROVIDE GUIDANCE AND INFORMATION FOR CUSTOMERS: Effectively and
professionally communicate with a diverse population of customers,
implementing problem-solving techniques, providing technical guidance, and
ensuring proper use of an automated system. Guide customers in completing
the vRED (automated DD Form 93) in virtual MPF for their records. Advise
service members on official and personal obligations related to relocation,
training and promotion.
NETWORK WITH OUTSIDE AGENCIES: Develop and maintain networks and
relationships to coordinate information on behalf of customers. Routinely contact
outside agencies to determine specific requirements to better guide and inform
customers.
ADMINISTRATIVE SUPPORT FUNCTIONS: Prepare and process various military related
correspondences and standard forms using the MILPDS system. Maintain files of
correspondence, directives, instructions, and other publications. Review documents and
files for accuracy and completeness. Written and oral communication techniques
sufficient to develop and deliver briefings, project papers, status/staff reports, and
correspondence to managers to foster understanding and acceptance of findings and
recommendations.
MANAGE COMPLEX APPLICATION SYSTEM: Manage and assist customers
with virtual out-processing procedures through the Virtual Military Personnel
Flight. All air force personnel are mandated to utilize the virtual system for out-
processing applications for permanent-change-of-station moves, retirement and
separations.
TRAIN AND SUPERVISE 12-25 PERSONNEL: As Head of the Front Desk for
customer service ensure that employee schedule is complete and maintained.
Train personnel in applicable procedures and processes to ensure smooth
operation. Facilitate outstanding customer service for military members and their
family, DOD employees, Contractors and international students/military.
Encourage a positive work environment and foster team work.
IMPLEMENT CONFIDENTIALITY PROCEDURES: Act as Test Monitor to
administer standardized tests, score the tests, and record the test results.
05/2009 – 11/2011; SECURITY MANGER; US AIR FORCE, BOLLING AFB
MILITARY PERSONNEL FLIGHT; 16 Brookley Avenue, Bolling Air Force
Base, DC 20032; Hours per week: 50; Supervisor: TSgt Thompson, Dave;
ESTABLISHED AND ADMINISTERED A SECURITY PROGRAM GOVERNING
ALL PERSONNEL ON BOLLING AFB AND 1200 INDIVIDUALS AT THE
PENTAGON: Served as an extra duty position as a Security Manager for the
11th MSS Squadron at Bolling AFB. Acted as the single point of contact on
security matters for the Command. Provided support services for civilians,
contractors, officers and enlisted personnel to include: Contractor Verification
System (CVS), Real-Time Automated Personnel Identification System ( RAPID) is
used for Verifying Officials Information System (VOIS), and Joint Personnel
Adjudication System (JPAS).
ADVISED THE COMMANDER AND/OR SUPERVISOR: Provided current
information and data on matters pertaining to the enforcement of regulations
governing the dissemination, reproduction, transmission, safeguarding, and
destruction of classified material.
IMPLEMENTED A SECURITY EDUCATION PROGRAM: Established
procedures to ensure that all personnel responsible for handling classified
material were properly cleared and were educated in all governing procedures
and guidelines.
ASSISTED IN THE DEVELOPMENT OF GUIDELINES: Advised and assisted
officials holding classified material on classification problems and the
development of classification guidance.
REVIEW AND ANALYZE DOCUMENTS: Conducted periodic reviews of
classified holdings within the activity to ensure proper classification. Ensured that
classification guides for classified plans, programs, and projects were created
early, reviewed, updated, and made available to all persons concerned.
SUPERVISED AND CONDUCTED SECURITY INSPECTIONS and spot checks
and notified the commander regarding compliance with security directives.
IDENTIFIED MOST EFFECTIVE PRACTICES: Established effective and
comprehensive standing operating procedures (SOPs) for the activity of the unit.
04/2011-07/2012; BASE OPERATION COMMAND CENTER CALL TAKER;
Contractor with 3 Links Technologies; Pentagon Force Protection/ WHS;
1400 Defense Pentagon, Washington, DC 20301
Hours per week: 16-36; Supervisor Nickell Stephens; 240-***-****
OUTSTANDING CUSTOMER SERVICE: One of two call takers providing
customer service for every individual in the Pentagon, a total of three buildings
and over 30, 000 people.
PROFICIENT IN MULTI-TASKING: Efficiently answer phones, respond to
customer requests and determine the best action for response to their needs.
Accurately document requests by putting tickets and work orders into automated
system. Monitor alarms. Followed up on progress of work tickets, ensured that
work was started and completed.
UTILIZED AUTOMATED SYSTEMS: Generated work order tickets utilizing
Maximo, an automated system for maintenance professionals. Entered all
Simplex Fire Alarm system dirty smoke detector tickets into Maximo.
LIAISON BETWEEN CUSTOMER AND MAINTENANCE DEPARTMENTS:
Receive information from customer as to needs and maintenance requirements,
communicate with maintenance departments and follow up on work orders to
ensure timely completion of work.
REVIEWED AND EDITED DOCUMENTS: Utilized skill and attention to detail to
review and make corrections to the Missing Classifications and Missing Projects
reports.
PROVIDE QUALITY ASSURANCE: Daily performed QA checks on all PBMO
generated Maximo work order tickets. After the tickets have been closed and
completed a spread sheet is generated, input ticket number into automated
system - Matrix. Verified the member name, phone number and etc, so upper
management could review it. Once completed information is saved to the
network.
10/2010 – 04/2011; CHEMICAL OPERATIONS SPECIALIST; Pentagon Force
Protection/ WHS; Contractor with Avaris Concepts, LLC; 7000 Security
Boulevard, Suite 126; Windsor Mill, MD 21244; Hours per week: 24;
Supervisor: Husher Harris Sr.; 410-***-****
PROVIDED TECHNICAL SUPPORT: Responsible for troubleshooting, replacing,
repairing and monitoring complex detection systems and servicing the Centurion
Chemical Sensor, a state-of-the-art system designed to detect and identify
various warfare agents and toxic industrial chemicals.
UTILIZED SPECIALIZED SOFTWARE: Conducted troubleshooting procedures
as needed through the Centurion Manager software.
EFFECTIVELY TRACKED AND SCHEDULED MAINTENANCE: Communicated
with Smith’s Detection to schedule maintenance and preventive measures.
Remained current on necessary procedures to ensure highest levels operability
and the least amount of interference due to maintenance.
SKILLED IN WRITTEN COMMUNICATION: Completed all maintenance reports
and related paperwork. Skilled in using correct grammar, spelling and
punctuation ensuring clear and concise communication.
INTERPRETED, ANALYZED, AND DISTRIBUTED DATA: Reviewed, interpreted
and distributed operationally relevant sensor and real-world mission information.
If/when there was a bomb threat or something of that nature it was determined
what was chemicals/substances were in it, how much damage it could do and
how far away from the building/item people needed to stay away from it. Briefed
The Pentagon Police and other agencies about the situation.
OUTSTANDING NETWORKING AND COMMUNICATION SKILLS:
Communicated within Integrated Emergency Operations Center (IEOC), local
emergency operations centers and response partners. Built and maintained
positive, effective relationships and coalitions with personnel from various
agencies, programs, and operations.
EDUCATION
• University of Maryland, University College – Adelphi, MD
Master of Business Administration, concentration in Project Management
Anticipated Graduation Spring 2014
• University of Maryland, University College – Adelphi, MD
Bachelors of Science Degree in Human Resource Management, Minor in
Homeland Security
Anticipated Graduation Fall 2012
3.6 GPA
• Community College of the Air Force – Maxwell AFB, AL
Associates Degree in Human Resource Management received March 2010
3.2 GPA
JOB-RELATED TRAINING:
CBRNE TRAINING HISTORY/CERTIFICATES
• IS-00022- Guide to Citizen Preparedness –March 2012
• IS-00100.b-Introduction to Incident Command System ICS-100 - October
2010
• IS-00200.a-ICS for Single Resources and Initial Action Incidents, ICS-200
- October 2010
• IS-00700.a-National Incident Management System (NIMS, An Introduction
- October 2010
• IS-00775.-EOC Management and Operations – November 2010
• IS-00800.b-National Response Framework, An Introduction - 2010
• ZZ133039-CBRN Defense Awareness Course v1.0 - 2010
• ZZ133095-AF Counter-Improvised Explosive Device (C-IED) Awareness -
2010
• ZZ133079-Force Protection –2010
OTHER MILITARY TRAINING
• Collect and Report Information - 2010
• Communication Engagement Training for Deploying War fighters- 2010
• CVS/RAPIDS/JPAS - 2010
• DoD Information Assurance Awareness *INFORMATION ASSURANCE
C OURSE* - 2010
• Equal Opportunity and Prevention of Sexual Harassment Deployment
Briefing – 2010
• Law of Armed Conflict - 2010
• SERE 100. Level B- 2010
• Human Relations - 2011
• Information Protection - 2011
Contact this candidate