SUMMARY

• Sharp, self - motivated, quick learner who is willing to take initiative.
• Strength in analyzing, researching, organizing, and proactive problem solving.
• Conscientious and thorough with detail.
• Ability to prioritize and work under extreme work pressure, heavy work load, and deadlines.
• Equally effective working independently, with little or no supervision and in cooperation with others.
• Excellent interpersonal and communication skills.

PROFESSIONAL EXPERIENCE

Confidential, McLean, VA

Data Entry Specialist

• Provided data entry and order management support services for the Department of the Navy’s (DON), Military Sealift Command (MSC) American Bureau of Shipping (ABS) Engineering and Surveyor Services contract.
• Served as the primary for managing daily data entry and order management activities, including, receiving Delivery Order (DO) forms and then preparing and processing (i.e. creating, modifying, canceling), logging, and tracking Technical Direction Letters (TDLs) utilizing the MSC software application, Corrective Maintenance Logistics System (CMLS) and Microsoft Excel.
• Performed database management duties, including entering, editing, deleting, and performing queries in CMLS and an established Microsoft Excel data tracking sheet.
• Served as the MSC Orders e-mail account custodian and was charged with monitoring, responding to, and maintaining, including sorting into sub-folders and deleting as necessary all incoming e-mails.
• Coordinated, communicated, and liaised daily with order originators and receivers, ABS, and the Contracting Officer's Representative (COR) via e-mail, phone, and in person.
• Coordinated with the COR to ensure sufficient funding availability necessary for order processing.
• Readily notified all pertinent parties of various DO and TDL issues and facilitated timely resolution, accordingly.

Confidential, Alexandria, VA

Records Technician

• Created, received, processed, maintained, retrieved, and retired litigation and other case files.
• Recorded information in logs and in automated tracking system (ARTS) concerning files (e.g., adding, deleting, updating, modifying, and correcting tracking records; checking files in and checking them out; transferring files; retiring files; conducting inventories; etc.).
• Identified, organized, described, and labeled case materials.
• Retrieved files and processed them for delivery to requestors.
• Prepared files for transfer to other units or for retirement to the Federal Records Center (FRC) by labeling, listing, boxing, and otherwise processing them.
• Worked directly with Department of Justice (DOJ), Civil Division, attorneys to identify, categorize, and organize documents in official litigation case files.
• Taught attorneys and litigation support staff how to use ARTS to review and request specific case files sections.
• Explained records maintenance and retrieval procedures to attorneys and litigation support staff and enforced adherence to those procedures.
• Researched the location and status of files, using ARTS, CASES, and other records finding aids, to determine the nature of cases and to discover the location of case files.
• Pulled, boxed, and inventoried closed case files for shipment to the Records Management Unit (RMU).
• Maintained the Active Records Unit (ARU), ensuring that it was clean, neat, and in well-organized condition at all time.

Confidential, Loveland, CO

Background Investigator

• Conducted background investigations in support of national security, focusing on casework for the Office of Personnel Management (OPM) for the purpose of determining the employment suitability of persons who require access to sensitive or classified U.S. Government information or for positions of public trust.
• Conducted both phone and face-to-face interviews.
• Performed record searches at police agencies, courthouses, educational institutions, financial institutions, and medical/mental health facilities relative to the subject of investigation.
• Reported all obtained information in a clear and concise Record of Investigation (ROI) utilizing PIP and PIPSR government systems.
• Maintained a working knowledge of federal Executive Orders 10450, 12968, and 12958; Freedom of Information Act (FOIA) and Privacy Act (PA); E-Qip, Questionnaires for National Security Positions (SF85/SF85P/SF86).
• Handled and safeguarded sensitive and confidential information, including personal identifiable information (PII).
• Performed all investigative work and reports with a maximum amount of proficiency, effort, timeliness, and accuracy in accordance with standard operating procedures, case management systems, and commission standards.
• Was consistently commended for initiative, enthusiasm, tenacity, quality and dependability on performance evaluations.
• Possessed an OPM issued Interim TS/SCI (SSBI) federal security clearance.

Confidential, Adelphi, MD

Assistant Director

• Supervised a team of twelve academic advisors and two support staff members in a fast-paced, high volume contact center atmosphere whose role was to meet the needs of current graduate students from first-time enrollment to degree attainment, by providing world-class customer service.
• Advised students via telephone, e-mail, and face-to-face meetings.
• Initiated, reviewed, processed, and followed-up in a timely matter on actions related to student records and
• Maintained and provided accurate information on academic progress, program requirements, policies, procedures and dates/deadlines.
• Provided problem resolution with difficult/complex student issues.
• Coordinated onboarding activities for new employees, including providing leadership and guidance to new graduate advisors in a trainer and mentor capacity.
• Coached, monitored, and evaluated employee productivity and performance through various channels, ensuring that unit service levels and quality assurance standards were met while also fostering an environment of employee accountability by providing feedback on a regular basis.
• Developed, implemented, and monitored outreach activities and enrollment campaigns designed to meet and exceed semester student retention targets.
• Created and evaluated statistics to ensure enrollment goals were achieved while using various reporting tools available, such as PeopleSoft and Goldmine.
• Closely collaborating with, made recommendations to, and supported the Director of Graduate Advising in providing vision and leadership to the Graduate Advising unit regarding business processes improvement, including conducting or participating in evaluation of administrative programs, systems, and methods.
• Managed the Director of Graduate Advising’s calendar, specifically scheduling meetings.
• Coordinated and adjusted staff schedules as needed to meet unit demands.
• Worked as a liaison with other university divisions and units to best serve student needs.
• Handled multi-line telephones, including transferring calls, establishing conference calls, and placing persons on hold and to voice mail as needed.
• Completed a wide variety of executive secretarial, general office, and administrative duties as required by daily operations such as maintaining inventory of and requisitioning office supplies, maintaining files and records, sorting and opening mail ensuring receipt to proper personnel, maintaining internal information systems, including related procedures and protocols.
• Coordinated and scheduled meetings, including securing facilities, notifying and reminding attendees, and preparing and distributing meeting materials to all appearing parties.
• Compiled, transcribed, and distributed minutes of meetings.
• Conducted research, compiled data, and prepared papers for specialized projects.
• Prepared ad hoc reports and presentations as requested by management and executive staff.
• Reviewed and approved employee time sheets and leave.
• Interviewed, made recommendation on, and selected candidates for hire.
• Collaborated, composed, and edited the quarterly Graduate Advising newsletter.
• Drafted both routine and non-routine internal and external correspondence and documents ensuring procedural, grammatical, and typographical accuracy and compliance.

Confidential, Kensington, MD

Teller Coordinator/Financial Services Representative

• As a Teller Coordinator, greeted and welcomed members and visitors to the credit union in a professional manner while providing prompt, efficient, and accurate service in the processing of transactions.
• Maintained adequate working funds for branch as required by credit union limits and policy. Monitored cash levels of the branch to ensure that proper levels are maintained and that limits are not exceeded. As needed, purchased working money supply for vault. Acted as primary vault custodian, overseeing the counting and verification of all branch currency in the vault, including wrapping and accounting for incoming and outgoing money and bagged coins, using dual control at all times.
• Verified and balanced daily assigned cash drawer with minimal cash variances and directed reconciliation of errors or discrepancies for self and subordinate tellers.
• Opened night deposit vault, properly logging the contents and then distributing the contents to proper personnel for processing.
• Logged and processed incoming mail transactions per credit union procedures.
• Ensured that the branch was open and ready as scheduled for business each day. Likewise, ensured that branch balanced at the close of each day and that all necessary close-out activities had been completed.
• Scheduled and coordinated personnel activities including, lunches, coaching, and training to optimize member’s service experience.
• Ensured that tellers responded quickly and appropriately to all requests from internal and external members, including conducting appropriate follow-up to ensure resolution and quality customer service at all times.
• Regularly performed quality assurance and audit activities to review teller transactions for accuracy and completeness and likewise ensured that all branch audits and logs were completed accurately and in a timely manner.
• Successfully trained and mentored new hires.
• As a Financial Service Representative, processed and researched in-person and phone inquiries regarding either general and specific inquiries or issues related to various transactions or credit union services in regard to member accounts, while exercising excellent discretion, judgment, and initiative.
• Took ownership of member issues from report to resolution, working in conjunction with other departments as necessary.
• Utilized tact and experience based knowledge to respond and resolve more complex member problems and escalations from MSR and teller team. Communicated information in a manner that safeguarded the Credit Union and maintained positive member relations. Escalated issues outside of authority level properly, providing all pertinent information.
• Opened and closed various time and demand deposit accounts, including certificates of deposit, and checking and savings accounts, while ensuring all applicable local, state, and federal regulations, disclosures, policies, and procedures were observed.
• Consistently contributed to branch goals and maximized profitable relationships by cross-selling credit union products and services through customer needs identification including making appropriate referrals to other lines of business.
• Followed established quality control practices to ensure error-free work. Provided direction and feedback, as needed.
• Ensured that branch team adhered to safety and security programs designed to minimize loss relating to fraud and robbery. Followed and contributes to effective credit union security by monitoring all member service functions and ensuring that member information and computer systems were secure at all times.

TECHNICAL SKILLS

Microsoft Office (MS) XP, 2000, 1997, MS Word, MS PowerPoint, MS Excel, MS Access, MS Outlook, WordPerfect, Windows Mail, Lotus Notes, Internet Explorer, Firefox, Adobe, ADP, PeopleSoft, Deltek, SharePoint, E-Qip, PIPS, PIPSR, CASES, ARTS, Kronus, Paychex.