SUMMARY:

• Pleasant, professional demeanor with excellent people skills. Flexibility and adaptability at managing multiple priorities and tasks. Driven, enthusiastic team player with a strong desire to work and learn at a quick pace.

PROFESSIONAL EXPERIENCE:

Customer Support Analyst

Confidential, Washington, DC

• Support users who call in for support by answering questions, correcting technical problems, and updating materials, as necessary
• Capture user feedback and provide that feedback to the team lead
• Support the team lead in developing training materials, user guides, and FAQs
• Run reports that would contain data to show when projects and associated milestones had been reported
• Review Dashboard project pages to ensure data is in compliance with regulations/requirements
• Run data query reports to identify missed milestones and provide information to the appropriate federal staff
• Assists with training plans and materials either by enhancing existing materials or developing the original documentation
• Utilizes a variety of training tools to enhance learning such as user guides, videos, tutorials, and e - learning
• Maintains accurate training records
• Design internal and external training materials and strategies
• Solicit participant feedback and address areas for opportunity as needed
• Evaluates effectiveness of training and documents progress of participants, communicating to respective managers as needed
• Coordinate with IT leaders to assess training needs and objectives
• Access, analyze and report on end user training needs
• Assess and recommend training packages and services to achieve desired capabilities and skill levels for end users
• Design, develop, and deliver training programs and tools to achieve desired capabilities and skill levels for end users for both new as well as existing software applications and solutions, including course materials, training exercises and skills evaluations
• Create and communicate training schedules in consultation with key stakeholders
• Work with IT groups to keep apprised of changes and upcoming implementations for software applications and solutions

Confidential, Washington, DC

Applicant Services Program Specialist

• Communicate directly with disaster survivors, to discuss case status and provide clarification with the assistance process, disaster assistance programs, and the current status of their case
• Verify applicants’ information for disaster assistance
• Provide customer service to disaster survivors, regional staff, community and others
• Thoroughly review issues to be addressed in order to assist disaster survivor
• Review disaster assistance needs, prepare supporting documentation, and forward to supervisor for further action
• Provide applicants with appropriate referrals to other Federal, State and local agencies, voluntary organizations, and faith based organizations
• Verify applicant’s cases that are referred to Individual Assistance Program. Refer individual applicant for further case inquiries
• Request and review additional information and/or documentation from the applicant and verify information is complete and appropriate
• Provide information regarding Individual Assistance programs to internal and external partners
• Review cases and identify issues that need to be addressed

Confidential, Baltimore, MD

Support Team Leader

• Programmatic and administrative liaison between members, Confidential (Federal Emergency Management Agency), and NCCC (National Community Civilian Corps) staff by tracking of hours, Weekly Progress Reports (WPRs), leave requests, Independent Service Projects (ISPs), and incident reports
• Provided general office support to include composing and editing correspondences, filing, faxing, and scanning and other duties assigned
• Assisted with interviewing and prescreening applicants
• Coordinated project logistics with NCCC unit leaders and Confidential staff
• Supported member development through regular assessment and goal setting
• Provided regular communication, support and encouragement of Team Leaders and teams by developing and distributing campus information
• Assisted in the development of unit calendars, appointments, and Organization Charts to include team movements
• Developed contacts and maintained data base of media and social media coverage
• Tracked alumni contacts, responsible for the creation and upkeep of region contact list and upkeep of Atlantic Region Confidential Corps roster on OMB Max
• Assisted leadership in NCCC Confidential Corps team logistical coordination at a Confidential facility such as a JFO and/or Region Office
• Maintained Regions Confidential Corps Deployment and Assignment List, as well as unit calendars and appointments
• Provided coordination and support during Confidential specific training; this includes coordination of teams through on-boarding and training, staff support, and communication with teams for changes in schedules, check in and check out
• Communicated with Confidential Corps Unit Campus Liaisons and assist with the execution of Service Projects at deployed locations
• Assisted in educating Confidential staff on the partnership between NCCC and Confidential, including ideas on how to create meaningful service projects
• Coordinated shuttles to fulfill recreational, medical and other needs of individuals
• Planed and provided logistical support for National Days of Service opportunities and recruitment events
• Assisted Confidential Corps APDs with researching and visiting new lodging sites
• Assisted teams and individual members when a Team Leader is unavailable for a short period

TECHNICAL SKILLS

Proficient in Microsoft Office Suite, Lync, Data Management, Tracking, SharePoint, Skype for Business, Remedy and Customer Service