Manager Customer Service
Resume:
Antoinette Smith
District Heights, MD 20747
(C) 240-***-****
*****.************@*****.***
Summary of Qualifications
Maintain an Active Secret Level Clearance with the ability to initiate, execute and complete multiple projects using my proficient skills of expertise in System Management, effective oral and written communication skills while having the ability to adapt to new challenges and requirements using my interpersonal communication skills to maintain a strong work ethic and focus on details.
Work Experience
04/09 to 04/11 Dell Services Federal Washington, DC
Program Analyst (2 YR NTE Position)
• Ensure electronic files and documents are easily accessible for Navy employee's located overseas and other remote locations utilizing Configuration Control Board Directive (CCBD) pre-submarine certification database.
• Open, sort, and distribute incoming correspondence, including faxes and emails; and scan technical documents for pre-submarine certification
• Prepare reports, memos, letters and forms (i.e. 450 Certifications) and documents using word processing, spreadsheets, databases and presentation software in preparation for pre-submarine certification.
• Scheduled conferences via Microsoft Outlook for VIRGINIA Class PMS450 clients.
• Manage CCBD spreadsheets in the database for pre-submarine certifications.
• Review and prepare responses to correspondence containing routine inquires about Configuration Control Board Directive CCBD) pre-submarine certification.
• Assist in the preparation of budget needs and annual reports of the organization.
08/08 to 04/09 Drug Enforcement Administration, Global Professional Solutions Arlington, VA
Communication Center Operator (Contractor)
• Received and transmitted all Drug Enforcement Administration (DEA) messages through CRYPTO KG-84.
• Scheduled meetings with domestic and foreign offices and advised of corrective measures to resolve message traffic deficiencies.
• Provide maintenance and user support to the Automated Message Handling System (AMHS).
• Utilized the AMHS to investigate and resolve specific systematic and/or technical problems.
• Documented specific problems effecting the successful receipt or transmission of message trafficking.
04/07 to 08/08 Wackenhut Arlington, VA
Program Specialist (Contractor)
• Researched and obtained required supporting documentation to process transactions in the Federal Finance System (FFS).
• Ensured staff was in compliance with DEA policies and procedures for recording and reconciling commitments and obligations in FFS.
• Managed documents in fund control files according to established guidelines.
• Assisted the Allowance Manager in evaluating, analyzing, and tracking the status of obligations, expenses and available finances.
• Developed detailed FFS reports and spreadsheets to reflect accurate expenditures; and queried the status of obligations, availability of funding, etc.
• Prepared requisitions for equipment, supplies and contractual services.
• Composed, edited and proofread letters, memorandums, applications and short analytical reports.
• Assisted the management/technical team in meeting demanding schedules and deadlines.
10/06 to 10/07 Wackenhut Arlington, VA
Personnel Security Assistant (Contractor)
• Assisted Security Manager in performing numerous security checks (i.e. NADDIS, NCIC & NLET).
• Scheduled dates to receive Notices, Certification of Investigations, Adjudication Completion forms, etc.
• Routinely scanned security documents and filed in secured areas.
• Performed administrative and technical duties in support of security programs.
• Assisted Security Specialists in processing disapproved files and entered data into the Inter-Office Eagle Eye Database.
• Composed required security related correspondences and forms to accurately process specific requests.
04/06 to 10/06 Wackenhut Arlington, VA
Office Assistant (Contractor)
• Provided administrative assistance to the Program Manager, Lead Program Analyst and Budget Analyst.
• Troubleshoot a variety of complex and technical problems.
• Answered and transferred incoming calls; and assisted in extracting data from the FFS.
• Assisted management in the development of workload base staffing standards to determine organizational manning levels.
• Prepared detailed invoices and reports for all work request completed; and processed automated time and attendance reports for payroll.
• Typed, formatted, proofread and edited a variety of correspondence and investigative reports.
• Assisted management in compiling, developing and maintaining detailed and complex spreadsheets and databases containing programmatic, financial and agency-related information.
• Created and distributed statistical reports to management.
• Prepared memorandums for the Office of Human Resources regarding all new hires pending assigned report dates.
• Processed in/out procedures for newly hired DEA Special Agent personnel and prepared chronological files for all transactions.
02/04 to 04/06 St. John Community Services Washington, DC
Job Coach
• Assisted in developing community support for persons with disabilities.
• Assured that individuals were fully integrated into the community.
• Used structured intervention techniques to help individuals learn to perform job tasks.
• Worked directly with individuals with a disability in a training or placement site to help him/her learn specific requirements of a job.
• Discussed safety procedures with individuals
Education
01/2010 to Present Kaplan University Washington, DC
BA in Business Administration, Candidate
Accomplishments
Volunteered and assisted DEA Office of Security Programs, Personnel Security Section, in performing background security checks to hire additional personnel for a hiring initiative.
Training/Awards
• Customer Service, George Washington University in 2000
• Time Management, George Washington University in 2000
• Communicating in Difficult Situations, George Washington University in 2000
• Office Skills, George Washington University in 2000
• Performance Awards, 2006 -2008
Contact this candidate