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Support Services Specialist Team Leader Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Organized Operations Support Staff verifies orders and coordinates fulfillment services to support operational efficiency. Fosters collaborative team environment to drive positive customer experiences. Proficient with office machinery and leverages strong multi-tasking skills to meet deadlines by prioritizing assignments.

Caring and skilled Team Leader passionate about positively impacting programs and helping participants by providing expert support. Familiar with problem solving and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach.

Skills
  • Budget Requests
  • SharePoint
  • Work Control Processes
  • Administrative Support
  • Spreadsheets
  • Expense Reporting
  • Recommends Solutions
  • Reports and Documents
  • Administrative Functions
  • Analysis and research
Education
Grand Canyon University Phoenix, AZ Expected in 2014 M.D. : ADMINISTRATION, Health Care Management - GPA :

GPA: 3.9,Credit Hours: 38

Saint Leo University Saint Leo, FL Expected in 2012 B.D. SOCIOLOGY : Sociology - GPA :

GPA: 3.4, Credit hours: 244

Certifications
  • Contracting Officer Representative, 2015
  • Program Managment Training - 2018
Work History
Department Of Agriculture - Support Services Specialist, Team Leader
Dover, DE, 08/2015 - Current

Salary: $54,678 Job Type: 40 Hours per week, Full time, Supervisor: Doug Murchison (404-828-5270), May contact

SKILLED IN OPERATION AND UTILIZATION OF MAIL CENTER:.

  • Mentored and guided employees to foster proper completion of assigned duties.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Managed operations, and business practices to perform daily operations; conduct quality control reviews; gather and track data; provide input to management reports; troubleshoot issues; provide recommendations for operational improvements; and development of local policies, procedures, and Standard Operating Procedures (SOPs)
  • Collected and reported metrics for mail processing, letter printing, and document imaging by printing/scanning and printing performance and operational quality reports,.
  • Generated metrics tracking to provide baseline data for analysis of Mail Management Expenditure Report,.
  • Ensured printing/scanning functions are running smoothly and adhering to regulations and requirements per VHA Member Services operation and support office within Department of Veterans Affairs.
  • Managed front-end elements of interaction with VA's Health Care System, providing oversight, review and direct service for health care eligibility and enrollment, administration of health care benefits and homeless support for Veterans and beneficiaries.

ORGANIZATIONAL PERFORMANCE ANALYSIS:.

  • Catalyzed and implemented a data-driven approach to operational processes and problem solving throughout Member Services/Resource Management,.
  • Supervised the collection of relevant data and made recommendations based on analysis, Worked with IT, and personnel departments to implement data-based operational algorithms,.
  • Led Mail Processing Improvement initiative to ensure veteran letters are processed daily and timely,.
  • Highly experienced in agency mail handling procedures and operations,.
  • Coordinate management on strategic planning for internal control measurements,.
  • Analyzed and gather data to make recommendations for mailroom equipment,.
  • Skilled in all aspects of operations including receipt recording, reporting, routing, control of express mail packages,.
  • Maintains agency suspense systems for US mail for incoming and outgoing mail,.
  • Managed quality assurance program by collaboration on program operations with Key point Intelligence LLC, to evaluate effectiveness of organization procedures to enhance production, Including on-site evaluations, internal audits, and customer surveys,.
  • Increased customer satisfaction by resolving United Postal Service issues.

WRITTEN COMMUNICATIONS/CORRESPONDENCE:

  • Maintain and update policies and procedures for the Resource Management department,.
  • Prepared and Managed monthly and end of the month for incoming and outgoing mail.
  • Prepared staff reports to deliver to Management in morning meeting.
  • Assist with special studies, projects, and quality control process monitors,.
  • Respond to internal and external customers to and maintain veterans' files,.
  • Retrieve and scan documents into Member Services/HEC Automated System to maintain and update veteran eligibility and enrollment forms,.
  • Demonstrate interpersonal communication skills with variety of people, Show understanding, friendliness, courtesy, tact, empathy, concern, integrity, and professionalism to others, Show flexibility to handle any situation or project, Effectively deal with individuals who might be difficult, hostile, or distressed,.
  • Provide customer service; respond to customer inquiries; from varied backgrounds, Sensitive to cultural diversity, race, gender, disabilities, and other individual differences,.
  • Develop and maintain effective working relationships with stakeholders and coworkers,.
  • Able to adapt to changing situations in fast-paced environment.

INFORMATION MANAGEMENT/PROTECTING SENSITIVE DATA:

  • Coordinate and integrate work activities and resources of several organizational projects,
  • Operated and Maintained reproduction equipment and Performed minor repairs to reduce time of equipment,
  • Ensure privacy, confidentially and security of Federal Tax Information (IRS and VA) for incoming and outgoing mail.

EXPERIENCED WITH, AND KNOWLEDGEABLE OF COMPUTER SOFTWARE PROGRAMS:

  • Highly proficient in Windows and Microsoft Word, Excel, PowerPoint, Publisher, Utilize Excel spreadsheets for database applications for organizational tracking and reporting purposes,
  • Use computer programs to access, create, edit, print, send, retrieve, or manipulate data, files, and other information,

ANALYZE AND RESOLVE PROBLEMS INVOLVING CUSTOMER SERVICE:

  • Find alternative sources of information for resolution of conflicts,
  • Answer inquires and participates in management committee, surveys, and analyses to resolve errors and issues to improve procedures,
  • Performed service calls for HEC/Member Services equipment.

PROCUREMENT:

  • Responsible for procedures, policy and procurements of budget purchases based on reconciling charges appearing on each statement of accounts verifying it matches receipts and other supporting documents under Sec 2, 1909 (3) this includes reconcile purchase orders for 2237 annual contracts,
  • Verify invoices for payment, follow up with Lead Procurement Tech, and Accounting Technician on delinquencies with material ordered and delivered to HEC,
  • Experienced and knowledgeable as Contracting Representative (COR) focused on strategic negotiations and procurement initiatives for contracts in the Department
  • Maintained over 18 contracts at the cost of more than $900,000, proven track record in managing contract negotiations on small and large scale while serving as key liaison between management, customers, and contractors,
  • Retained and Purchased supplies for the Resource Management Department,
  • Trained as Accountant in Finance, analyzed and input information in FAR, monitor travel obligations, claim receipts, expenditures and approvals using correct costing elements in Travel Management System accordingly.

EFFECTIVELY COMMUNICATE IN WRITING:

  • Prepare variety of reports, correspondence, memoranda, briefs, and e-mail, Review to verify completeness, correctness, consistency, compliance, and authenticity, Understand and comply with instructions which are sometimes complex
  • Perform end of year audit of contracts to ensure account balance is zero and contract is closed out with government contractor,
  • Provided customer support as a Team Leader for Mail & imaging Department
  • Maintain agency mail suspense files and filing system for monthly reports to track and maintain accountability,
  • Arranged for retrieval of incoming and outgoing packages, Experience prioritizing tasks and workload, establish program objectives performance goals and to assess progress toward their achievement,
  • Research, gather and analyze information from various departments including Quality Control for Enrollment Eligibility Division (EED) and Income Verification Department (IVD),
  • Coordinated with supervisor to assist and direct mailroom operations.

PROFICIENTLY COMMUNICATE ORALLY:

  • Communicated with internal and external contacts and groups with VHA and other Federal agencies, communicate via telephone and in person,
  • Assign, train, and review work of subordinates, provided training on preparing, sorting, and scanning of veterans' application in OPEX system, Make clear and convincing presentations; listen to others and respond appropriately, listened to customer needs and desires to identify, and recommend optimal products
Department Of Veterans Affairs - PROGRAM SUPPORT CLERK
City, STATE, 05/2011 - 08/2015

Salary: $42,969 per Year Job Type: 40 Hours per week, Full time, Supervisor: Doug Murchison (404-828-5270)

SKILLED IN OPERATION AND UTILIZATION COMPUTERS, REPRODUCTION, SCANNING, AND IMAGING EQUIPMENT:.

  • Knowledgeable in ADP hardware and software used in unit,.
  • Handle inserting equipment, reproduction, scanning, and mail equipment utilized by HEC including Pitney Bowes operating systems, Digital Bowes meter mails, Pitney Bowes Paragon Mail Management System, "smart” production printer, OpenX Multi-purpose Extractor, imaging equipment, and Xerox reproduction equipment,.
  • Prioritize veteran cases daily by gathering and completing documents for scanning into HEC automated software ensuring information is entered properly,.
  • Coordinate and integrate work activities and resources of several organizational projects,.
  • Operated and Maintained reproduction equipment to perform minor repairs to reduce time of equipment.
United States Air Force - HEALTH MANAGEMENT, Air Force Reserve
City, STATE, 06/2010 - 05/2012

Salary: $478 /month, Job Type: 16 Hours per week, Part time, MSG Jameria Doyle, Supervisor,

ADMINISTRATIVE FUNCTIONS:.

  • Recruited and hired top-performing individuals bringing undeniable experience and wealth of skills to organization.
  • Communicated closely with physicians and nursing staff to improve quality of patient records documentation.
  • Coordinated release of information functions,.
  • Prepared health record copies and abstracts,.
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order, verified patient eligibility
  • Screened medical records to gather data for medical audits,.
  • Prepared, filed, safeguarded, transferred, and retired health records,.
  • Maintained patient locator hard suspense files,.
  • Monitored unit personnel management roster to ensure correct assignment of personnel resources, Performed over 40 hours of ICD - 9 CM.
  • Prepared financial statements and subsistence stock records.
  • Used Microsoft Word, Power Point and Excel to compile information and prepare reports, graphs, and charts on bed occupancy, staffing, dental health, medical care form from civilian sources, and professional activities,.
  • Prepared, coded, and transmitted clinical record cover sheets,.
  • Collected, maintained, prepared, and analyzed Medical Expense and Performance Reporting Systems (MEPRS) data,.
  • Performed various travel functions, Utilized Defense Travel System (DTS).

COMMUNICATION:.

  • Prepared oral and written reports,.
  • Prepared patient related correspondence and special orders for patient assignment, reassignment, and Aeromedical evacuation,.
  • Coordinated and prepared forms,.
  • Identified and processed line of duty determinations,.
  • Transcribed daily information onto spreadsheet charts, physicians' orders, and prepared requests for diagnostic tests, consultations, and referrals,.
  • Performed functions to admit, discharge, and transfer patients, Identified, coordinated, and processed medical conditions requiring Medical Evaluation Board (MEB) proceedings,.
  • Mentored non-commissioned officers in maintenance of Radiological equipment Coordinated with leadership to verify support for deployment and redeployment operations, identified new methods to optimize medical records management.

ACCOMPLISHMENTS.

  • Collaborated with team of six person in the development of process improvement researched and designed database for mail accountability.
  • Developed inventory tracking spreadsheets for accountability of letter processed for veterans.
  • Documented and resolved letter processing which led to 98% letters mail out to veterans.
  • Created records to input and calculate for different types of contracts in mail department to improve accountability and proficiency.
  • Served as the Special Project Agent for Yellow Belt Project Improve process of mail, GS-11 & 12 Analyzing, combining, and comparing data from different sources working systematically and carefully in interpreting data collected.
Accomplishments
  • Collaborated with team of six person in the development of process improvement researched and designed database for mail accountability.
  • Developed inventory tracking spreadsheets for accountability of letter processed for veterans
  • Documented and resolved letter processing which led to 98% letters mail out to veterans.
  • Created records to input and calculate for different types of contracts in mail department to improve accountability and proficiency.
  • Served as the Special Project Agent for Yellow Belt Project Improve process of mail, GS-11 & 12 Analyzing, combining, and comparing data from different sources working systematically and carefully in interpreting data collected.
References

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Resume Overview

School Attended
  • Grand Canyon University
  • Saint Leo University
Job Titles Held:
  • Support Services Specialist, Team Leader
  • PROGRAM SUPPORT CLERK
  • HEALTH MANAGEMENT, Air Force Reserve
Degrees
  • M.D.
  • B.D. SOCIOLOGY

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