personnel management officer adjudacator resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 9XXX5 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Results-oriented individual with diverse background in management, intelligence operations and customer service. Dedicated to providing excellent intelligence products, customer service and making operational and procedural improvements. As a manager in various organizations, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions of intelligence operations, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
  • Client relations specialist
  • Conflict resolution techniques
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Current Security Clearance
  • Speaks conversational German
  • HIPAA Certified
  • Management of remote employees
  • Training and development
  • Adode Professional software proficiency
  • Microsoft Office Suite software proficiency
  • Skilled multi tasker
  • Management of remote employees  

  • Played an instrumental role in increasing customer satisfaction ratings index from 30% to 90% within 2 years as Intelligence Surveillance and Reconnaissance Manager.
  • Developed Intelligence products for the Afghanistan National Security Force taking to assist them with taking ownership of their country's security.
  • Provided a working understanding of US Government policies, rules and regulations which govern the disclosure of military information to several remote sites.
  • Verified and distributed over 900 intelligence products within a 180 days upon arrival to Afghanistan.
  • Developed new Information Security procedures for Army Central Command Qatar, which resulted in a 95% decrease in information security violations for the company.
Personnel Management Officer/Adjudacator, 07/2014 - Current
Mandarin Oriental Hotel Group Miami, FL,
  • Determines the effect of a Soldiers' medical conditions on their ability to function in their current career specialty, based on Federal Laws, Department of Defense Directives, Army Regulations and Policies and established medical principles.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Chief of Intelligence Surveillance and Reconnaissance Operations, 01/2000 - 07/2014
US Army City, STATE,
  • Successfully managed the activities of over 100 team members in multiple locations.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Recruited, managed and mentored an average of 25 new intelligence analysts and per year.
  • Monitored the daily activities of analytical support teams.
  • Effectively managed departmental expenses to stay within allocated budget. 
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Provided detailed monthly departmental reports and updates to senior leaders.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. 
  • Improved service quality and increased intelligence products by developing a strong knowledge of unit's products and services.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Addressed negative customer feedback immediately.
Guest Service Agent, 07/1996 - 2000
Sheraton City, STATE,
  • Provided courteous and professional service to guests who are checking into or out of the facility and to offered assistance to guests as needed during their stay.
  • Answered telephone calls from guests seeking to make or cancel hotel reservations.
  • Greeted arriving guests, assigned rooms, issued keys, and collected guest payment and billing information.
  • Answered guest requests for assistance and coordinated with housekeeping, bell service, staff and management to fulfill guest requirements.
  • Provided guests with access to hotel services, forward in-room meal requests, and ensured that mail, faxes and packages are delivered in a timely manner.
  • Dealt with irate guests and found ways to resolve issues to the guest\'s satisfaction.
  • Sometimes served as concierge, assisting guests with ground transportation, restaurant or entertainment reservations, and provided other information about the locale.
  • Responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay.
  • Calculated the guest\'s final bill and collect payments.
Central Checkout Cashier (Summer Hire), 04/1994 - 07/1996
Army And Air Force Exchange Service (AAFES) City, STATE,
  • Responsible in receiving payments from the customers.
  • Received customer payments
  • Responsible for ensuring the security of the store assets and ensuring the cash register was safe.
Bachelor of Science: Criminal Justice/Psychology, Expected in 1999
Coppin State University - Baltimore, MD
Status - Focused on crime initiation to systems of punishment with an special emphasis on mental health law, juvenile justice systems, police, court and corrections management and operations as well as a host of other options. Exposed to traditional public administration disciplines that impart core skill sets such as leadership, ethics, public and nonprofit management, and formation of public policy.  Prepared to think critically in an increasingly complex and politicized society.
Masters Public Policy and Management: International Public Policy and Management, Expected in 2008
University of Southern California - Los Angeles, CA
Status - Experience in government, nonprofit agencies or business firms engaged in the design, planning and management of social programs and services; public policy problems in the social sectors; analytical and managerial expertise to foster critical thinking and problem-solving skills needed in designing creative policy solutions and managing programs.
Certification: Medical Billing and Coding, Expected in 2016
Devry University - San Antonio, TX
Status - Able to demonstrate understanding of inpatient and outpatient coding guidelines. Can apply knowledge of health records and data content. Can explain reimbursement processes and methodologies. Able to relate compliance topics to coding functions. Can describe various information technologies used to perform coding functions. Can recognize and be sensitive to issues of confidentiality and privacy via HIPAA certification.

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Resume Overview

School Attended

  • Coppin State University
  • University of Southern California
  • Devry University

Job Titles Held:

  • Personnel Management Officer/Adjudacator
  • Chief of Intelligence Surveillance and Reconnaissance Operations
  • Guest Service Agent
  • Central Checkout Cashier (Summer Hire)


  • Bachelor of Science
  • Masters Public Policy and Management
  • Certification

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