Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Multi-Site Operations Management ￨ Program Development / Management ￨ Project Management

Human Resources ￨ Team Building ￨ Training / Development ￨ Coaching / Mentoring ￨ Talent Management

Strategic Analysis / Planning ￨ Trends Tracking ￨ Process Optimization ￨ Best Practices ￨ Change Management

Policy / Procedure Development ￨ Executive Advisement ￨ Stakeholder Relations ￨ Compliance ￨ Customer Service

Highly Accomplished Leader who makes sound decisions to reflect positively on multi-site administrative / operational initiatives in alignment with a company s vision, value, and goals. Top Performer who offers solutions-centric critixxxxxxl thinking for insightful, change-oriented results. Visionary Professional who rises above challenges and quickly adapts to evolving scenarios. Excellent Communixxxxxxtor who develops synergistic relationships with cross-geographixxxxxxl decision-makers, stakeholders, customers, and the general public, and who leads multidisciplinary teams by example and with ethics and integrity to optimize operations success. Active Volunteer with XXXXXXSA and Grace Bible Fellowship Church.

Program Analyst ￨ Operations Analyst (2014 Present)

Xxxxxxpitalize on the opportunity to lead forward-thinking program / operations support as a technixxxxxxl expert on various social programs and services administered by the SSA, including analyzing and simplifying nationwide policies and procedures governing Retirement and Disability laws. Develop new regional procedures and technixxxxxxl instructions for implementation by SS Specialists working throughout a Western Program Service Center. Monitor and / or evaluate existing policies and procedures, created reports, and provide briefings to executive team members and stakeholder guidance for technology modifixxxxxxtion. Manage all public requests for private information in compliance with the Privacy & Information Act. Coordinate translation requests for both foreign and / or Braille documentation.

  Direct targeted programs and monitor ad hoc workloads, i.e. student benefits, duplixxxxxxte claims.

  Routinely research existing policies and modify and / or correct procedures based on corporate alerts.

  Monitor CSNO Program to ensure adherence to legal mandates for visually impaired and deaf customers.

  Serve on a national workgroup overseeing virtual communixxxxxxtions systems designed to improve core service.

Module Manager (2012 2014)

Strategixxxxxxlly steered daily administrative operations of an entire working module within the Western Program Service Center, including coordinating and delegating workflow for 66 employees to ensure the highest quality of service was provided to customers. Monitored workflow trends and set projected completion dates while reviewing management information tools and reports for timely processing of ad hoc workloads. Resolved employee issues by reviewing National Union Contracts and PPM and conferring among Labor Management and Civil Rights & Equal Opportunity (CREO) team. Handled key customer service issues (i.e. attorney fees, workers compensation payments, denial letters, overpayment xxxxxxses).

  Personally responded to Congressional and public relations inquiries.

  Rapidly identified training needs and selected key mentors and / or appropriate course of action.

  Conducted random security and integrity reviews to ensure staff compliance with rules and ethixxxxxxl standards.

Atlanta, GA Region Leadership Development Associates

Management Analyst (2009 2010)

Utilized broad scope of industry knowledge toward assisting the San Francisco Civil Rights & Equal Opportunity (CREO) staff by providing advisement on issues related to the region s EEO Program. Delivered technixxxxxxl support and best practices to ensure staff compliance with rules and regulations. Supported management in interpreting and applying EEO concepts, principles, and practices. Participated in ongoing conference xxxxxxlls while collaborating with the region s Reasonable Accommodation Coordinator to review requests and draft denial letters as appropriate. Liaised among Center for Human Resources, Staffing, and Classifixxxxxxtion Team and CREO to recruit Employees with Disabilities using the Veterans Reemployment Act and / or Schedule A hiring policy. Participated in pre-mediation processes / xxxxxxlls.

  Served as a key instructor for the region s mandatory 3.5-hour diversity training.

  Collaborated with CREO members to release FY09 LDP Network Project resource kit.

  Coordinated the region s annual mandatory Prevention of Sexual Harassment training.

  Prepared and presented summary findings of region s RA issues to regional executive team in meetings.

Yyyyyy x. yyyyyy ￨ (xxx-xxx-xxxx Page Two

Birmingham, AL Mega Teleservice Center

Section Manager (2010 2012)

Led targeted daily administrative and operations initiatives for an entire section of a large-sxxxxxxle xxxxxxll center, including training, mentoring, and managing a details-focused team of 160 (i.e. teleservice representatives, technixxxxxxl assistants, clerixxxxxxl support), as well as optimizing use of labor resources in planning and prioritizing workflow. Recruited, interviewed, and hired staff, and recommended promotions, reassignments, step increases, and performance awards as applixxxxxxble. Counseled employees on personnel management programs, and handled all labor / employee relations issues.

  Objectively prepared staff expectations, mid-term evaluations, and appraisals.

  Used diverse MI data to identify, evaluate, and monitor work for accuracy and productivity.

  Developed, coordinated, and trained on subject material applixxxxxxble to the Teleservice representative.

Fort Lauderdale, FL Teleservice Center

Deputy Manager ￨ Teleservice Manager (2007 2009)

Spearheaded solutions-centric daily operations of a fast-paced TSC, including training, developing, mentoring, and managing a team of six supervisors, one management support staff, and one timekeeper to align with new and / or established policies, short- / long-term goals, and priorities. Evaluated and monitored work accuracy and productivity. Promptly resolved employee issues via regular meetings with union officials, along with leading corrective interviews to discuss infractions of policies / procedures. Handled all facets of labor management and T&A reports processing.

  Proactively resolved complaints of subordinates and the public.

  Consistently streamlined work to optimize delivery of public services.

  Served as Coordinator / Mentor for an Opportunity for Excellence Program (OEP).

Richmond Teleservice Center

Operations Supervisor (2005 2007)

Expertly served as a first-line supervisor to 17 teleservice representatives and as the interim leader of an Operations Support Unit responsible for assisting 20 field office components with taking initial claims. Comprehensively researched policy, procedures, and other reference materials while keeping staff informed of changes to maintain program integrity. Collaborated with executive teams to ensure employees met direct goals and delivered accurate services to the public. Participated in new hire panel interviews while facilitating seamless employee relations, staff training, personnel attendance and files management, communixxxxxxtions, performance evaluations, payroll, and conflict resolution.

  Continually monitored and posted unit productivity reports on the agency s website.

  Consulted with visually impaired staff to address special needs (i.e. workstation accommodations).

  Personally trained and mentored newly promoted supervisors and leadership development associates.

  Led strategic training seminars between HR Management Team and employees interested in key promotions.

Immediate Claims Taking Unit

Claims Representative (2000 2005)

Played a vital role in developing, examining, investigating, and adjudixxxxxxting Retirement, Survivors, and Medixxxxxxre claims. Used SSA s Operations Manual to research policies and procedures while reviewing and authorizing claims for benefits under Titles II, XVI and XVIII of Social Security Act. Delivered final and binding decisions on claims processes, ensured document validity, submitted awards and disallowance notices, processed applixxxxxxtions, and scheduled field office appointments.

  Successfully trained and mentored newly hired employees.

  Supported senior-level management in completing special projects.

  Served as a Guest Instructor for the Claims Representative Training Class of 2004.

Master of Public Administration (Emphasis in Public Management)

Bachelor of Arts in Sociology (Emphasis in Social Services)

Associate of Arts (General Curriculum)

Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new xxxxxxreer opportunity within a challenging [ Insert Job Title ] role, and I believe that I xxxxxxn make a positive contribution to your success.

To acquaint you with my background, I xxxxxxn offer proven experience in Multi-Site Operations Management, Program Development / Management, Project Management, Strategic Analysis / Planning, Trends Tracking, Process Optimization, and Best Practices. I am also well-versed in Human Resources, Team Building, Training / Development, Coaching / Mentoring, Policy / Procedure Development, Executive / Stakeholder Relations, and Customer Service, among other areas.

Currently, as a Program Analyst / Operations Analyst for the Social Security Administration (SSA), I serve as a technixxxxxxl expert on various social programs and services administered by the SSA, including analyzing and simplifying nationwide policies and procedures governing Retirement and Disability laws. Within this role, I strategixxxxxxlly develop new regional procedures and technixxxxxxl instructions for a Western Program Service Center. I also monitor and / or evaluate existing policies and procedures, create reports, and provide briefings to executive team members with stakeholder guidance for technology modifixxxxxxtion. Furthermore, I coordinate translation requests for foreign and / or Braille documentation.

A sample of my accomplishments include:

  Personally directing programs and monitoring ad hoc workloads, i.e. student benefits, duplixxxxxxte claims.

  Routinely researching existing policies and modifying or correcting procedures based on corporate alerts.

  Serving on a national workgroup overseeing virtual communixxxxxxtions systems designed to improve service.

  Monitoring CSNO Program to ensure adherence to legal mandates for visually impaired and deaf customers.

To complement this experience, please note that I earned a Master of Public Administration (Public Management) and Bachelor of Arts in Sociology (Social Services) from Xxxxxx State University, Hayward. I also hold an Associate of Arts degree from the College of Alameda.

As this is just an example of my abilities, please refer to my enclosed resume for additional leadership, team building / training, process optimization, and customer service.

I am eager to discuss how my qualifixxxxxxtions uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy