Ann M. Addo
Summerfield,NC
Summary
Dynamic, ambitious Customer Service Specialist with years of progressive experience transferable to any management role. Develop and execute business processes and practices that keep operations efficient across multidisciplinary areas. Mentor and supervise teams to complete multiple projects concurrently across all stages of the business lines. Conduct critical customer services, quality control and process improvement, through cross-functional collaboration with key departments and stakeholders to optimize efficiency and performance. Maintain expertise in workforce management procedures and practices, ensuring the readiness of agencies, personnel and pay. Act as a trusted subject matter expect and resource to resolve program concerns.
Professional with significant expertise in customs and border protection, ensuring compliance with regulations and safeguarding national security. Demonstrates strong analytical skills, attention to detail, and proactive approach to identifying and resolving issues. Highly collaborative, excels in team settings, and adapts to evolving challenges, consistently delivering results and maintaining integrity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Control Customs Inspector
Department Of The Navy
03.2017 - 03.2018
- Ensured the lawful, efficient and standardized movement of household goods for Navy (DON) personal property program, with emphasis on customs regulation compliance and quality control of Transportation Service provider performance.
- Counseled DOD personnel and civilians on shipment entitlements, weight limits and prohibited items.
- Screened PCS orders and determined eligibility and allowances for shipping household goods, unaccompanied baggage, and vehicles, and prepare documentation for shipments.
- Reviewed and enforced compliance with customs and agricultural regulations governing HHG moves overseas and thorough foreign transit points, ensuring restricted items are appropriately declared or prohibited.
- Performed or coordinated customs inspections of inbound/outbound shipments to prevent contraband, pests, or restricted items from entering the U.S.
- Served as a primary point of contact for military and civilian DON personnel on HHG shipment matters, including inbound/outbound movement, storage, tracing support.
- Maintained familiarity with MOVE.mil, HHG policy updates, and interactive customer information tools provided by NAVSUP HHg program offices.
- Implemented quality control measures for accurate labeling and documentation, ensuring compliance and standards, increasing the company’s efficiency rating of 97%.
- Inspected cargo and personnel to ensure compliance with customs regulations and security protocols.
- Analyzed documentation for accuracy and completeness, identifying discrepancies in import/export processes.
- Collaborated with law enforcement agencies to investigate potential violations of customs laws.
Human Resources Assistance/Pay Technician
Department Of The Navy
09.2013 - 05.2015
- Provided outstanding customer service to active duty military personnel in a professional and timely manner, in person, via email or phone. perform as a Pay Technician for PSD Great Lakes. Responsible for various administrative, military personnel pay support, and customer service to to Officer/Enlisted members in the Navy’s Midwest Region. and performance.
- Executed full range of human resources and fiscal responsibilities in accordance with applicable timeliness and in accordance with applicable regulations.
- Utilized financial/budget regulations/ policies to ensure financial management functions are compliant - reviewing financial/accounting reports for accuracy to identify corrective actions needed.
- Performed examination of documents such as direct deposits, allotments, TSP, meal deductions, special duty assignment pay (SDAP), Basic Allowance for Subsistence (BAS), Family Separation (FSA) pay, and all other entitlements in compliance with Government regulations.
- Process paperwork necessary for pay actions. Initiate corrective personnel actions in automated systems. Maintained, corrected and closed pay accounts for active duty, reserve and retirees.
- Reviewed and processed military records to ensure eligibility pay actions, awards, promotions, records maintenance, strength reporting, are in compliance with organization policy utilizing Naval Standard Integrated Personnel System (NSIPS). Assisted students and staff with Check In and Check Out information and procedures at Personnel Support Detachment (PSD) Great Lakes.
- Maintained Personally Identifiable Information (PII) standards for all documentation in compliance with all applicable deadlines, policies and regulations. Knowledge of the organization, mission, mission activities and operating methods to include ensuring members received correct pay entitlements, travel entitlements and reporting requirements.
- Adhered to merit principles and aligned performance expectations with organizational goals.
- Maintained payroll and accounting databases for disbursement and collection of government funds and provided pay and entitlement information to Navy personnel.
- Resolved payroll discrepancies through researching and analyzing information.
- Initiated frequent dialog with customer to actively prevent and address issues pertaining to resolution of outstanding balances.
Operations Management Supervisor
U.S. Naval Hospital
08.2011 - 04.2013
- Provided day-to-day secretarial services for the Information Desk. Supervised active duty Navy personnel in order to provide quality customer service to all patients and staff.
- Provided a high level of Customer Service to all patients and staff - Nominated and voted “Contractor of The Quarter” 2nd quarter, FY 2013.
- Received and routed incoming calls, directives, correspondence, and assisted in the creation and dissemination of official correspondence.
- Responsible for all customer service training relevant to the Corpsman of OPMAN working at the Information Desk.
- Responsible for all Emergency Codes and following the Standard Operating Procedures in order to expedite all urgent matters.
- Assisted and prepared for High Ranking Officials or VIP’s coming onboard “The Command” - responsible for announcing all notifications of emergent and non-emergent matters via the PA system for all departments.
- Monitored Temperature Logs for reefers located at various branches. Corresponded with various departments in order to expedite Healthcare challenges.
- Resolved complex problems to ensure patient services are met. Evaluated and identified training needs for staff.
- Oversaw daily operations to ensure compliance with healthcare regulations and standards.
- Mentored staff on operational best practices, improving team performance and morale.
Operation Iraqi Freedom/Patient Representative
Walter Reed Army Medical Center
10.2005 - 01.2006
- Facilitated patient inquiries and resolved issues, enhancing overall patient satisfaction.
- Coordinated appointment scheduling, ensuring efficient clinic operations and reduced wait times.
- Managed patient records using electronic health record systems, maintaining accuracy and confidentiality.
- Assisted patients with insurance verification processes, streamlining access to necessary services.
- Admitted all injured soldiers arriving from Germany.
- Interviewed all active duty soldiers after arrival in order to ensure accuracy of information provided.
- Maintained patient confidentiality at all times.
Education
High School Diploma -
Richard Arnold High School
Savannah, GA06-1989
Skills
- Transaction Online Processing System (TOPS)
- Navy Standard Integrated Personnel System (NSIPS)
- Defense Joint Military Pay System (MMPA)
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Office Project
- Military Personnel Manual (Milpersman)
- Oral communication
- Written communication
- Organizational skills
- Emotional Intelligence
- Interpersonal Communication
- Cross-Functional Teamwork
- Cultural Inclusivity
- Strategic Collaboration
- Workforce Management
- Problem Solving
- Supervision
- Integrity and ethics
Accomplishments
- Achieved a 97% efficiency rating by ensuring compliance and standards with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved all questions and concerns which led to customers receiving there household goods in a timely manner and with quality inspections to ensure accuracy of shipments.
Certification
Computerized Business Systems, 01/01/93
Core Competencies
Transaction Online Processing System (TOPS), Navy Standard Integrated Personnel System (NSIPS), Defense Joint Military Pay System (MMPA), Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Office Project systems, Military Personnel Manual (Milpersman), Oral and written communication, Organizational skills, Emotional Intelligence, Interpersonal Communication, Cross-Functional Teamwork, Cultural Inclusivity, Strategic Collaboration, Workforce Management, Problem Solving, Supervision, Organizational skills, Multi tasker, Exceptional Customer Service Delivery, Team Player
Awards
- Letter of Recommendation, New Bern, NC, 06/01/15
- Civilian of the Quarter, Okinawa, Japan, 06/01/12
- Gold Coin Award, Philadelphia, PA, 06/01/97
Gap In Resume
Due to injury sustained, 03/01/17, to current. Ready to work!
Timeline
Quality Control Customs Inspector
Department Of The Navy
03.2017 - 03.2018
Human Resources Assistance/Pay Technician
Department Of The Navy
09.2013 - 05.2015
Operations Management Supervisor
U.S. Naval Hospital
08.2011 - 04.2013
Operation Iraqi Freedom/Patient Representative
Walter Reed Army Medical Center
10.2005 - 01.2006
High School Diploma -
Richard Arnold High School