Charlene Johnson
Waldorf,Maryland
Summary
- Enthusiastic, confident, and reliable professional with vast experience in managing complex technical projects, managing office functions and office personnel. I have a forward-thinking approach to calendar management, training, scheduling, and payroll. Maintaining a long track record of coordinating and managing project activities and ensuring successful project outcomes are achieved. I have excellent interpersonal skills, eliciting cooperation from various sources, including senior management, clients, and subcontractor teams.
- Always providing innovative ways to strengthen programs and communication throughout departments.
- Analytical, organizational, and interpersonal skills.
- Strong problem-solving, time management, verbal, and written communications skills.
- Willingness to adapt to rapidly changing environments.
- Ability to pay close attention to detail.
- Strategic thinker, innovative problem-solver, proven ability to create and manage organizational change.
- Ability to learn and adapt to new concepts and procedures quickly.
- Ability to interact effectively with internal employees as well as outside sources.
- Evaluate supporting documentation for the audit team.
Overview
30
30
years of professional experience
Work History
Customer Engagement Supervisor Analyst/Senior Audit Analyst
Tyler Technologies / Department of Transportation (FMCSA)
08.2018 - Current
- Plan, direct, and control the day-to-day activities of the customer service department by assuming administrative responsibilities such as preparing weekly reports and attending weekly management meetings
- Builds and maintains cross-functional relationships with management to assist in other departments when needed
- Processed a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations
- Troubleshoot and resolve help desk tickets and incoming inquiries regarding login, billing, technical, and service issues
- Maintain and update customer records during and after each customer contact in the Customer Relationship Management system
- Troubleshoot and determine the cause of the problem quickly, apply the appropriate solution, and not document customers' accounts properly
- Develop internal procedures for compliance with applicable law and regulations, including the preparation of documentation such as training materials
- Develop, manage, and contribute to cross-team and cross-organization programmatic efforts and special projects
- Provide guidance to management on legal issues related to compliance, risk management, and other areas of law
- Manage the audit team to ensure all audits are processed within the allotted time frame
- Coordinated with different departmental teams to produce better business outcomes
- Manages the audit review process to include overseeing required document collection, creating audit schedules, coordinating audit report reviews and communicating audit findings to stakeholders, in accordance with the requirements of internal or external review process
- Ensures that audit requirements are completed in accordance with the audit schedule stated in the process control documents
- Communicates and fosters successful, professional relationships with multi-level stakeholders including senior leadership within FMCSA
- Oversees the creation of documents and reports in association with audits
- Manage and maintain all audit suspensions
- Create and maintain monthly audit reports
- Provides work training sessions and serves as a mentor to new employees and existing team members
- Assist driver’s with FOIA request
- Maintain and update the audit training manual as needed
- Maintain the audit schedule and generate reports
- Execute online transactions and securely handle payments and other sensitive information per company policies and procedures
- Analyze information to ensure issues are identified and the problem is isolated and resolved promptly
- Responsible for maintaining and updating policy, procedures, and audit manuals
- Support customer service for state agencies and association members
- Participate in special projects as needed.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Achieved results by working with staff to meet established targets.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted routine inspections to check quality and compliance with established specifications.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Solicited customer feedback to identify and improve on areas of weakness.
- Boosted team performance by developing customer service training materials and conducting service training.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Developed and implemented customer service policies to enhance satisfaction.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Frequently inspected production area to verify proper equipment operation.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Observed packing operations to verify conformance to specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Queried databases for information needed for report processing.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Optimized core processes to improve business performance and operational agility.
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Supported budgeting processes by providing accurate forecasts and timely variance analyses.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Cultivated relationships with industry leaders and within company to share tips and information.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Researched and adopted new technologies to add value to existing offerings.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Enhanced interfaces to promote better functionality for users.
- Leveraged big data technologies to manage large datasets efficiently while maintaining high levels of performance.
- Developed custom software solutions tailored to specific organizational needs, resulting in significant time and cost savings.
- Utilized machine learning algorithms to analyze historical data, leading to more informed strategy development.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Performed budget analysis to control expenditures and predict future budget needs.
- Guided acquisition process to capture projected cost and revenue synergies and move combined organization forward.
- Supported company expansion efforts through careful market research and competitive landscape assessments.
- Evaluated the effectiveness of marketing campaigns using advanced statistical techniques, resulting in improved return on investment.
- Conducted rigorous testing of financial models, ensuring their reliability and relevance in real-world applications.
- Installed system updates to address vulnerabilities and reduce security issues.
- Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Business Analyst
Creative Ideas Simple Solutions / Department of Education (FSA)
10.2014 - 05.2018
- Provided technical support to internal staff as needed
- Evaluated supporting documentation for compliance and financial team
- Created project plans to implement process changes
- Controlled and maintained the flow of work items as they passed through a team of over thirty individuals working together to fix and verify issues and defects within the application
- Helped implement and monitor project tracking system on Asana to efficiently track the progress of work items as they make their way through our team
- Analyzed business processes and identified area of improvements
- Used SharePoint, a cloud-based service hosted by Microsoft, to create, organize, share, and store data crucial to the project
- Tested business processes and recommend improvements
- Communicated and validated requirements with relevant stakeholders
- Tracked progress on projects and provided regular updates to stakeholders
- Collaborated with product manager on roadmap planning and prioritization
- Worked with information technology professionals to develop a solution that meets business requirements
- Ensure business processes are running in accordance with agile methodologies
- Attend meetings with government officials and third-party contractor teams to update and clarify the application's requirements
- Prepared internal controls assessment document for entity-level controls and each assessable unit
- Executed and evaluated manual and automated test cases and reported test results
- Identified any potential quality issues per defined processes and escalated potential quality issues immediately to management
- Performed system, unit, performance, load, regression, stress, and data interface testing
- Provided development team with detailed reports on quality metrics; identified bugs/flaws and recommended fixes; and verified defect fixes
- Measured and tested performance issues, report, and guide to solve performance or capacity issues
- Utilized Agile Scrum practices on IBM Rational software for coordinating product backlog grooming and user story creation and estimation
- Conducted JAD (Joint Application Design) sessions with Product Owners and SMEs (Subject Matter Experts) to gather business requirements and engage in Daily Scrum meetings, Sprint planning
- Proven ability to analyze complex systems
- Developed Test Cases, Test Scenarios, and Test Conditions based on Business requirements and performed functional testing on SharePoint 2010
- Collaborated with Technical Writers to draft and update the User Guide for applications' end users.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Collaborated with stakeholders to define project objectives and criteria.
- Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Executed analysis of risks and identified risk mitigation strategies.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Increased efficiency in resource allocation by conducting detailed business requirements analysis.
- Generated business intelligence reports to inform strategic decision-making.
- Conducted market research studies, providing valuable insights for strategic planning initiatives and competitive positioning efforts.
- Delivered analysis of market, sales and consumer trend impact on long and short-term strategies.
- Managed vendor relationships to negotiate contracts, secure favorable pricing, and ensure timely delivery of products or services.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Ensured compliance with industry regulations by conducting thorough risk assessments and implementing necessary controls.
- Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
- Assisted sales teams in crafting targeted proposals based on client needs assessment, contributing to increased revenue generation.
- Collaborated with teams in product line transition to streamline manufacturing footprint.
- Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
- Assessed business requirements to forecast annual budgetary operational costs.
- Evaluated potential investments by performing financial analyses to assess profitability and viability within the company''s long-term strategy.
- Drafted reports on company financial metrics to assess successes and account for deficiencies.
- Surveyed clients to ascertain requirements and expectations for product.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Provided technical support for troubleshooting analytics and reporting issues.
- Utilized data visualization techniques to present and explain complex data sets.
- Generated ad-hoc reports to evaluate specific business requirements.
- Generated standard and custom reports to provide insights into business performance.
- Created dashboards to monitor and track key performance indicators.
- Identified patterns and trends in large data sets and provided actionable insights.
- Implemented business intelligence solutions to increase operational efficiency.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Created data models to support decision-making processes.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Optimized data access and storage to improve performance of analytics systems.
- Developed and implemented data governance policies and procedures.
- Deployed predictive analytics models to forecast future trends.
- Developed data mining algorithms to identify and classify patterns in data.
- Designed and developed data pipelines to acquire, clean and process data.
- Assisted with creating data cubes and OLAP models to improve data analysis.
Compliance/Financial Supervisor
Collabra link Technologies / Department of Education (FSA)
07.2008 - 10.2014
- Planned, directed, and controlled the day-to-day activities of the compliance department by assuming administrative responsibilities such as preparing weekly reports and attending weekly management meetings
- Identified potential impediments in internal procedures precluding effective and efficient operations and recommended improvements
- Identified opportunities to leverage technology to align and integrate policy, process system, and controls documentation
- Conducted periodic reviews of existing policies and procedures to ensure they remain in compliance with changing regulations
- Reviewed and process documents for compliance with established regulations
- Responded to inquiries from authorities regarding compliance matters
- Managed a team of eight analysts through problem-solving, training new analysts, delegating responsibilities, coordinating team schedules, updating procedures, and providing support as needed to meet project deadlines while minimizing errors effectively
- Maintained workflow to ensure that all audits were processed within an allotted time frame
- Monitored incoming submissions (eZ-Audit and foreign) and assigned work to team members daily
- Ensured all submissions were reviewed and processed within the performance standard (Non-Peak, Low-Peak, and High-Peak) timeframes and according to established procedures
- Encouraged continual improvement in the quality of work by periodically reviewing team members' work and providing feedback on their performance
- Managed and maintained all help desk tickets assigned to the compliance and financial team to ensure all tickets were resolved promptly
- Developed and maintained a professional relationship with the customer base (auditors, schools) by proactively contacting them to discuss errors and other issues with audits submitted by them
- Responded promptly to client requests for special handling of submissions
- Followed up until the request was completed and provided a formal response to the client upon completion of their request
- Took ownership of inquiries raised by team members on gray areas in the acceptability review process
- Ensured that these issues were discussed with the client if needed
- Organized and conducted meetings with the client to resolve issues if needed
- Responded to and took ownership of issues received from the client via emails, telephone, or walk-ins
- Ensure that problems are researched as needed and followed through to completion
- Communicated results back to the client
- Summarized key control activities and noted deficiencies for missing control or control activities that are not designed effectively
- Developed and implemented a quality control initiative that reduced monthly team errors by 80%
- Developed fact-based and insightful strategic recommendations by collecting, analyzing, and synthesizing key business, marketing, and financial insights from multiple sources.
- Managed cash forecasting process, ensuring accurate predictions of future cash needs for optimal working capital management.
- Enhanced cash flow management by optimizing accounts receivable and payable processes, resulting in improved liquidity.
- Ensured compliance with regulatory requirements by conducting thorough internal audits and implementing corrective actions as needed.
- Mentored junior finance team members, fostering a collaborative work environment that encouraged professional development.
- Enhanced financial transparency with well-prepared monthly reports for executive leadership teams and board members.
- Increased efficiency in financial analysis by automating repetitive tasks, enabling more time for strategic decision-making support.
- Improved financial reporting accuracy by streamlining processes and implementing new software tools.
- Streamlined interdepartmental communications related to financial matters, promoting a culture of collaboration and shared accountability.
- Developed comprehensive budgets for multiple departments, aligning resources with organizational goals and priorities.
- Conducted in-depth competitor analyses to inform business strategy decisions and drive continuous improvement.
- Spearheaded benchmarking initiatives to compare company performance against industry standards and identify areas for improvement.
- Maintained strong relationships with external stakeholders, such as investors and banks, ensuring continued access to capital for business growth.
- Implemented robust risk management strategies to safeguard company assets from potential losses due to market fluctuations or unforeseen events.
- Facilitated timely month-end closings by coordinating efforts among various departments and ensuring accurate data entry.
- Supported company growth by developing scalable financial models to project revenue and expenses accurately.
- Reduced budget variances through meticulous review of financial data and proactive communication with department managers.
- Identified significant cost-saving opportunities through rigorous expense analysis, contributing to overall profitability improvements.
- Assisted in successful merger negotiations, providing key financial insights that informed the final agreement terms.
- Collaborated cross-functionally to implement process improvements that reduced manual errors in financial transactions.
- Initiated conversations with clients to uncover financial needs, cross-sell products and services and make referrals to business partners to meet sales goals.
- Performed data validation, produced financial reporting and managed projects and related tasks to reduce costs and increase revenue.
- Executed financial assurance audits and implemented new control points and metrics to support business changes.
- Furnished requested financial data and reports to auditors, regulators and investors and prepared analysis to support risk management.
- Developed queries and performed analysis to optimize business intelligence.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Supported financial director with special projects and additional job duties.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Utilized financial software to prepare consolidated financial statements.
Credit Analyst
AmeriCredit Financial Services
05.2003 - 08.2005
Customer Service Manager
Wells Fargo Company
11.1994 - 04.2003
Education
Master of Business Administration -
University of Maryland Global Campus
Bachelor of Arts in Communication Studies -
University of Maryland University College
Master Project Management -
University of Maryland Global Campus
07.2025
Project Management -
University of Maryland Global Campus
04.2024
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Development
- Processes and procedures
- Operations Management
- Process Improvement
- Process Monitoring and Improvement
- Project Management
- Schedule development
- Policy Enforcement
- Priority management
- Business Administration
- Data Analytics
- Contract Management
- Analytical Thinking
- Project Planning
- Idea Development and Brainstorming
- Improvement plan knowledge
- Audit reporting
- Data Analysis
- Process Analysis
- Program Evaluation
- Quantitative skills
System Experience
- Asana
- Avaya Cloud
- Contractors' connection
- CRM Workflow
- Freshdesk
- Foxit
- Google docs
- Microsoft Office Suite
- Outlook
- Salesforce
- SharePoint
- Ring Central
- Social media
- UltiPro
- Who's On chat
Security Clearance
Public Trust
Timeline
Customer Engagement Supervisor Analyst/Senior Audit Analyst
Tyler Technologies / Department of Transportation (FMCSA)
08.2018 - Current
Business Analyst
Creative Ideas Simple Solutions / Department of Education (FSA)
10.2014 - 05.2018
Compliance/Financial Supervisor
Collabra link Technologies / Department of Education (FSA)
07.2008 - 10.2014
Credit Analyst
AmeriCredit Financial Services
05.2003 - 08.2005
Customer Service Manager
Wells Fargo Company
11.1994 - 04.2003
Master of Business Administration -
University of Maryland Global Campus
Bachelor of Arts in Communication Studies -
University of Maryland University College
Master Project Management -
University of Maryland Global Campus
Project Management -
University of Maryland Global Campus
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