TECHNICAL SKILLS:

• MS Word, MS Excel, MS PowerPoint, MS Outlook, MS SharePoint
• Automated Calling Distribution (ACD)
• Excellent planner and coordinator
• Accurate, detailed, and punctual
• Exceptional communication skills

PROFESSIONAL EXPERIENCE:

Administrative Assistant III

Confidential, Washington, DC

Responsibilities:

• Edit, manage, and track all correspondence letters for the Mitigation Directorate thru the Intranet Quorum (IQ) system and FIMA Integrated Action Tracking (FIAT) SharePoint website.
• Handles and distributes about 10 to 30 pieces of mail, weekly, for the Mitigation Directorate.
• Processes about 3 travel orders/vouchers for Senior Leadership travel, domestic or international, using the ConcurGov Travel System, quarterly.
• Assist with and document all property book functions for the Federal Insurance and Mitigation Agency (FIMA).
• Updates spreadsheet for property book officer to account for all FIMA distributed equipment and devices for official system updates within the Fund Management Directorate.
• Files hand receipts for each new/old employee, either returning or receiving FIMA equipment.
• Organizes the equipment (laptops, monitors, cell phones) in the systems closet.
• Assists with the creation and execution of 2016 Time and Attendance Leave Audits for FIMA personnel.
• Updates the FIMA roster monthly, which consists of over 350 FIMA employees and over 75 contractors.
• Serves as lead POC to coordinate all meeting requests for FIMA and manages all meeting room calendars to improve the scheduling process, via Microsoft Outlook.

Passport Support Specialist

Confidential, Fort Belvoir, VA

• Interacted with DoD Passport Acceptance Agents, DoD personnel, Department of State (DoS) personnel and authorized family members on a daily basis. Resolved issues, employed customer service skills and knowledge of the DoD and DoS regulations and policies to tactfully assist customer, provide alternative options to solve issues and eliminate stressful situations.
• Ensured customer service inquiries are handled in a timely manner (24 - 48 hours of receipt). Provide input to the Directorate of Executive Travel website development and SharePoint metrics development.
• Reviewed and provided significant update to DoS Federal and military Reference Guide (FM PARG), providing clear guidance to passport agents within the continental United States (CONUS) and outside the continental United State (OCONUS) during acceptance process of passport applications.
• In support of the Passport Acceptance Facility unit, assisted in the development of the transition from managing facility tracking from MS Excel to the official database and improve on filing systems, coordinated with DoS to schedule facility inspections, and take part in customer/agent relations to ensure compliance to regulations is accomplished.
• Facilitated smooth scheduling of facility inspections scheduling, once DOS extended the list of places to visit. Increases proficiency in facility inspection passing grades by 50%. Updated and maintained each facility file for each inspection. Constructed the notice of deactivating a facility.
• Vetted the lists of potential deactivations utilizing volume and geographic data to determine if the workload can be absorbed by another facility in the area. Summarized findings into a succinct summary to senior leadership and relaying deactivation steps to the facility.
• Manages the DoD Passport Acceptance Agent Training Program. As the program coordinator and principal advisor to DoS, confirmed training applicants had met the requirements to become a Passport Agent. Assisted in the development of the DoD Passport Acceptance Agent Training metrics and managed the training statistical information by course, via document management. Created after action logs, maintain up-to-date statistical data on new and returning agents. Maintained course material and ensured each document was accurate and clearly written.
• Assisted in the 100% revamping of the Passport Agent Training business processes by identifying all the required steps involved in agents requesting training and the administrative processes to conduct training at off-site locations across the US and outside the continental US boarders. This included formal correspondences between the DoD Passport and Visa Directorate and agents, host locations, and DoD senior leaders. The results were incorporated into the directorate Standard Operating Procedures (SOP), standard training reporting, and providing critical input to the redesign of the agent training signup user interface.
• The training briefings assisted with were designed to inform our agents in the field, and newly designated Passport Agents, of the overall visa/passport program requirements. These agents served at installations throughout the CONUS and OCONUS. Managed the creation of class rosters, via our Passport Matters website, and initiated the vetting process by communicating with the 700+ students trained within the last fiscal year. Which included reviewing and analyzing submitted application to verify correctness for entry into the class. The result of this is that by mid-2016 all 1,219 passport agents will be in compliance with the DOS training requirement of being retrained every two years.

Confidential

• The end of training critiques have shown a significant improvement in process related questions. Provided quarterly data for the amount of agents trained for DoD senior leadership in meetings to modify and enhance the training material and experience.
• Assisted in the maintaining the chain of custody of passports and visas via conducting transmittal inventories for over 3,200 boxes of traceable mail sent to any of the 583 DoD Passport Acceptance Facilities.
• The chain of custody is carried through every step from opening and inventorying the boxes, sorting the applications into facility groupings, scanning every application into the database of record, and mailing of over 200,000 passport and visa actions from the mail room. The average number of passports that are managed thru the mail room per day is 500 going to any of the 1219 DoD Passport Acceptance Agents. On average the ratio of boxes coming in to going out is 1:12.
• Additionally, accounted for the number of shipping labels going out to the number of boxes shipped is done nightly to ensure the government is not over charged for shipping.
• This duty is directly tied to the operations of the Visa Section in coordination with the 17 embassies and DoS. The visa letter writer is in constant contact with couriers to ensure all requirements for visas are known to ensure the customer gets their visa and makes it to their destination on the date provided.
• With visa requirements for each country constantly changing, keeping up with the updates and reporting the edits for incorporation into the master template for the embassy. Each letter had to have the specific mission and purpose for the request to be considered by the embassies.

Confidential

• Contributed to the writing of the Standard Operating Procedures (SOPs) and other regulations in order to enhance clarity on each position/stage of the Passport/Visa process. Giving feedback on the operations I have perfected over the years and some of the changes that can be made office wide to make things run smoother, to ultimately get our jobs done quicker and smarter. Along with these changes, I was tasked to establish and maintain files and records that relate to the work of Travel Services Division.
• Sought to support the redesign of the directorates' workflow to improve deficiencies and chain of custody. This in turn led to being asked to support the redesign of VPAS and the development the web-based DD Form 1056, in order to assist with administrative actions and further workflow processes across the board.
• Contributed to the system upgrade and modification of the Visa Passport Automated System (VPAS) in regards to the multiple actions required of the system, i.e. Visa, Passports, Facilities & Agent Training recommendations and suggestions based on experience and working knowledge of the Passport Matters training site, improving use and functional interaction with the agent utilizing the new VPAS system.

Confidential

• Received visa requests, the Confidential clerk is the first recipient of the document/application. Inputting a detailed record starts the process, and leads to the Visa letter Writer portion. Names, social security numbers and dates of birth have to be accurate to successfully complete actions.
• Tasked to review, analyze, and interpret information submitted on the DD1056 forms to verify accuracy and correctness before passing along to the next step in the process.
• The mission was in support of over 200,000 passport and visa applications processed.