Analyze program studies and operations to achieve greater economy and efficiency. Prepare specialized materials for work flow and operational analysis, cost studies, and equipment utilization. Draft reports for existing procedures and observe metadata for different Research and Methodology website. Run reports and contain data. Publish webpages after final approval to the internet. Create specified programs that coincide with the research data received. Makes recommendations for improving methods. Advises on the adequacy of budgeting. Determines the need for work standards and control systems.

Carries out a variety of assignments in support to the FEHB program including the receipt, data entry, and follow up of forms for all headquarters and regional office employees. Monitors part time and INT employees FEHB report for new entries, sending notification of coverage, and preparing quarterly reports of activity. Participates in health fair activities by drafting open season notices, corresponding with health benefit providers to confirm attendance, setting up fair logistics, answering questions from employees and companies, and closing out the fair. Provides critical support associated with human resources systems. Assists customers with the general use of the system, unlocking accounts, reassigning actions, and routing actions. Reports larger issues to the Treasury Help Desk. Grants timekeeper and supervisory access, password resets, and overrides. Provides access to the National Finance Center (NFC) and resets passwords. Reviews the content accuracy of documents and forms submitted for processing from Bureau employees (i.e., Combined Federal Campaign, TSP, military deposit, direct-deposit, federal and state tax forms, health/life/long term care insurance, and flexible spending accounts). Verifies employee bills resulting from personnel action overpayments. Conducts research to identify the error and mails the bill to the employee with waiver information and repayment agreement. Contacts NFC if research reveals that the bill was an error and if the employee requests a waiver. Monitors employees in an intermittent and/or non-pay status for FEHB and FEGLI purposes. Verifies employee status through NFC and processes action to cancel FEHB or FEGLI benefits. Verifies FEHB and FEGLI benefits and notifies employ in writing and provides appropriate forms. Provides employment verification – verbally and written, OCWCP leave buy backs, etc. Processes lump sum annual leave payments, compensatory leave payments and leave transfers.

• As a Maintenance Administrator at Verizon, I received incoming calls- trouble reports via automated terminal or directly from customers as well as acting as their advocate in resolving their problem with other departments and telecommunications vendors.• High volume Call Center • Ability to communicate effectively orally and in writing• To take calls and enter reports via a keyboard/display terminal.• Customers call to have the analyzing test done on the phones. • Input testing information, track and analyze data using a computerized tracking system to take reports involving Verizon telecommunication troubles. • Presented non-technical information to customers over the phone to resolve repair issues, renegotiate technicians work dates, and closeout existing trouble/ repair problems by balancing competing deadlines. • Contact others in writing to obtain information about their service.• Responded orally and in writing in employees about tech support decisions, problems, and or further action that needed to take place.• Maintained various trouble report files, prepared technicians work activity logs, updates cable transfer sheets, and databases. • Handle non-technical issues on a daily basis. • Trained to resolve an escalated situation in a timely manner. • Quality Assurance trained.• Calmed customer down over the phone or in person, gathered pertinent information from the customer without getting them upset, how to calm down a customer in a logical manner, how to bring a supervisor into the situation to diffuse the issue, we also referred the customer to the appropriate department for further assistance, we were also trained on how to take a step back to view the whole situation and to sometimes have a time-out to approach the problem with a clear head.

• Performed basic office duties, including, answering multi-phone lines, taking messages, copied/faxed information.• Ability to communicate effectively orally and in writing• Managed contacts for executive functions, including phone, visitors, and meeting with the current employees on daily jobs.• Created new hire packets. • Conducted orientations for new employees. • Created files and prepared time and attendance records.• Dispatched employees throughout various automated communication mechanisms to daily work assignments.• Created daily work reports.• Filed daily time cards/attendance records• Performed various data entry assignments, and conducted daily inventory for equipment distributed to employees.• Organized analyzed data to compile bi-weekly reports to complete with weekly deadlines .