Chaunda Tolbert
Willoughby
Summary
Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Highly successful [Job Title] proficient at executing financial administration, reporting and scheduling functions. Strong [Skill] abilities with expertise in directing teams of professionals in high-volume settings.
Administrative Program Coordinator passionate about facilitating exceptional student experiences in higher education. Known for great attention to detail and strong interpersonal communication skills. Excels at multitasking and liaising with various departments.
Proficient [Job Title] with exceptional strengths in strategic planning, market forecasting and staff development. Over [Number] years of experience creating new customer-focused programs that drive business development in [Industry].
Accomplished [Job Title] well-versed in running station programming in high-stress environments. Expert in personnel leadership, resource management and key decision-making. Articulate, motivational and analytical in approaching problems impacting team performance or station results.
Accomplished Program Coordinator offering experience implementing new and innovative programs aimed at meeting the needs of the consumer. Highly skilled at building lasting relationships with customers and business executives.
Steadfast [Job Title] employs empathy and patience to connect with individuals on emotional level and provide support during difficult times. Excellent eye for detail and accurately assesses needs. Strives to provide best possible care and support.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
17
17
years of professional experience
Work History
Program Specialist/Analyst (GS-13/4)
U.S. Department of Health and Human Services
11.2009 - Current
- Company Overview: The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Program Administrative Manager(2021-Present): Recognizes deficiencies relative to administrative programs and determines the corrective course of action. Serves as the agency’s primary and co-managing authority of administrative programs concerning Personnel/Physical Security, Records Management, Space and Facilities, Occupational Safety and Health, Transit Subsidy, Property Management, The Drug-Free Workplace, Employee Time and Payroll Policy, Administrative Policy, and Guidance Development.
- Responsible for independently analyzing policies and directives and implementing program guidance to resolve difficult and complex inquiries.
- Provided technical and program training to staff, management, and leadership regarding the agency’s programs, policies, procedures, regulations, and pay administration guidelines.
- Participates and represents the agency in meetings and conferences with team members, agency officials, and other government officials to advise, assist, secure, and provide information concerning matters and problems.
- Provides authoritative and technical guidance to program officials and agency personnel regarding administrative programs and policies.
- Responsible for developing modified and new administrative procedural guidance, interpreting authorities and responsibilities, and analyzing procedural documents, laws, regulations, and policies to ensure sufficiency and compliance.
- Sustains ongoing communication with internal and external contacts such as staff, agency management officials, and departmental staff on issues involving administration to achieve program objectives and agency goals.
- Conducts analytical studies and audits of administrative records and programs to identify programmatic deficiencies and presents findings and recommendations to senior management and executive leadership through written and oral presentations.
- Leads and manages administrative programs and special projects by analyzing trends and practices and applying suitable strategies, goals, and best practices to ensure a productive outcome.
- Leads projects and program development and provides deadlines and programmatic goals by resolving conflicts, identifying information required, and mentoring and training junior staff and team members.
- Provide executive leadership and senior management briefings on projects and program progression by developing and presenting high-level updates.
- Develops and issues programmatic policies, Standard Operating Procedures, Administrative Directives, and Procedural Guidebooks to ensure a consistent, standardized application of administrative programs.
- Issues routine supplemental communication in the form of policy reminders, frequently asked questions, and desk guides; administers training presentations and seminars.
- The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Accomplishments: My leadership praised me for having analytical skills that allow me to address and solve complex problems. For example, I was entrusted by leadership to conduct an extensive Homeland Security Presidential Directive (HSPD-12) audit, which was performed to ensure cost center charges were accurate as they pertain to credentialling charges. I presented the audit findings to leadership using written and oral presentations, including graphs and budget forecasting charts. I reviewed over 1000 records, and my audit findings exceeded leadership’s expectations; I was able to identify gaps in procedural processes, identify areas of improvement in the administrative process, identify areas of waste, and provide budget prediction and forecasting using current credentials services rates, trends, historical data, and reports. Ultimately, I saved the agency $125,000. As a result, I now lead the monthly security billing reconciliation and yearly fiscal budget projection for Homeland Security Presidential Directive (HSPD-12) and Personnel Investigations cost. I was nominated by management and received an incentive award for my efforts.
Time and Attendance Agency Manager
U.S. Department of Health and Human Services
01.2016 - 12.2021
- Company Overview: The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Establish the Time and Attendance Program for the new Human Resource Center and newly added Field offices. Advised the field office Timekeepers, employees, supervisors, and managers on time and attendance issues; answered complex time and attendance questions.
- Coordinated with the agency’s workforce relations and human resource staff on confidential matters about FMLA requests and leave without pay and tracked the time and attendance of intermittent employees. Participated in developing, sharing, updating, and maintaining the Time & Attendance policy (e.g., Guidebooks, FAQs, Standard Operating Procedures).
- The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Accomplishments: I played an essential role in the massive onboarding of over 500 new employees within two years and in creating the agency’s new Human Resource Center, including adding (6) new field offices. I successfully created the New Employee Orientation (NEO) presentation and updated and completed Guidebooks. As the agency’s Time and Attendance Manager, I provided guidance to the Timekeepers on 'Best Practices' to unify and trim the process of time and attendance actions. For example, I created and provided the Timekeepers with a 'New Employee Requests' process. Additionally, I created the Time and Attendance workgroup, consisting of (12) field offices and Timekeeper personnel; building and leading this workgroup reduced time and attendance discrepancies by over 50% within 3 months, resulting in reduced payroll errors. I was nominated and recognized by the Department during HHS Public Service Recognition Week of 2020 and received an On Spot –Award for my accomplishments.
Field Office Administrative Coordinator
U.S. Department of Health and Human Services
06.2011 - 06.2016
- Company Overview: The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Researched and analyzed internal workflow, including administrative programs, work methods, procedures, management controls, and information and documentation systems. Practice qualitative/ quantitative methods to routinely assess the quality and effectiveness of crucial program processes and create and implement improved control systems to increase the organization's productiveness.
- Conducted confidential special projects and studies in preparation for presenting detailed reports to senior and executive management. Provided responsive services to internal/external customers in all areas of program operations.
- Handled matters involving security processing of new candidates and transfers and facilitating the initiation of background investigations. Including the digital capture of fingerprints and The Homeland Security Presidential Directive‐12 badge, which includes the Personal Identification Verification enrollment, the review of the Declaration of Federal Employment forms, and the completion of the Information & Privacy Awareness Training.
- Managed the field office Telework Program with more than 100+ participants. Established a programmatic system to ensure the telework program is managed efficiently and according to departmental rules and regulations. Performed quarterly and annual Telework compliance analyses to increase program efficiency and reduce errors according to organizational and departmental guidance.
- Identified and recommended staff training needs to maintain the agency requirements and increase employee growth. Conducted analysis on multiple training programs and informed management of the program's validity. Performed budgetary and administrative requirements related to individual training. Was responsible for ensuring field office employees completed the required annual training. Certified that new employees complete onboarding training within the required 60 days of the employee’s entry on duty date.
- Was responsible for advising management and staff on time and attendance-related matters, such as regulatory leave policies and procedures. Acted as the liaison between management and employees with special leave requests (e.g., The Family Medical Leave ACT, Advanced Leave, and Continuation of Pay). Created a filing system to maintain supporting documentation for all leave usage, premium pay, and compensatory time for travel. Advised senior management and Human Resources of personnel actions affecting employees' pay or leave (e.g., time off awards, separation actions, and promotions).
- The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Accomplishments: I analyzed and assessed the impact of programs to design and implement new processes that increased the effectiveness of programs as they aligned with the organization’s goals. For example, a significant reduction in timekeeping errors was identified in the yearly internal audit A‐123. In my first year as the field office Security Coordinator, I implemented change that positively impacted the on‐boarding/off‐boarding security process. For example, I identified the incorrect User Principal Name (UPN) within the security onboarding system, which would have impacted the hiring of 10 contract employees and their connectivity to the office’s IT network. Also, within my first year as security coordinator, I successfully processed over 50 internal and external security requests without supervision. By participating in monthly security workgroup meetings, I was invited by the agency’s headquarters Security Manager to provide my input on creating the Personnel Security Guidebook. The headquarters Security Manager recognized me for my feedback in developing the security Smart Card maintenance database. Management also recommended that I attend the Cleveland Federal Executive Leadership Institute. Along with a team, I created a sustainable community-based program for young adults transitioning out of foster care there. Another leadership accomplishment, I was entrusted by executive management to delegate job functions to other staff as they pertain to particular projects.
Executive Assistant
U.S. Department of Health and Human Services
01.2009 - 12.2011
- Company Overview: The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Provided direct support to the Hearing Office Director and the Associate Chief Administrative Law Judge with daily operations and administrative and personnel matters. Provided legal assistance support regarding case file preparation and exhibited evidential material for Medicare hearings. Served in a liaison capacity addressing both internal and external customers to receive and provide information related to confidential matters.
- Drafted and distributed inner office memos, e‐mails, policies, and directives. Exhibited the ability to maintain and execute assigned projects with minimal supervision.
- Was responsible for answering phones, scheduling appointments, managing 18 calendars for the office, and greeting customers and visitors. Worked efficiently and handled multiple assignments with competing priorities, often under considerable pressure to meet deadlines. Handled customer interactions with courtesy, sensitivity, and respect for others.
- Created Organizational Charts, Office Directories, and other visual aids.
- Held the responsibility of a Government Purchase Card Holder to purchase office supplies, equipment, and training (monthly limit of $25,000).
- Was responsible for the coordination of all scheduled training, interviews, and office-wide events. Managed and updated the office’s emergency contact list and emergency procedures. Prepared meeting materials. Was responsible for maintaining and updating a comprehensive office Reference Library. Performed the Annual Records Change‐Out for Fiscal Year‐End while ensuring that the organization was following departmental records policies. Assisted the Property Manager with the Accountable Property Management Program. Was responsible for maintaining a comprehensive and secure document filing system for personnel files. Coordinated work assignments for other administrative staff at the direction of the Hearing Office Director.
- The Office of Medicare Hearings and Appeals Headquarters Division of Financial and Administrative Management
- Accomplishments: I proactively ensured that official functions met or exceeded the customer and program requirements. Within my first year as Executive Assistant, I was entrusted with handling confidential information as it pertains to internal matters of personnel. I was recognized as one of the larger purchase cardholders in the office, and I aced the internal A‐123 audit for all purchases. I played an integral role, in the massive hiring when the office opened a new department, my persistence and efforts minimized delays in filling critical staffing needs. I also played a big role in the creation of the Phone Directory Database, by analyzing and identifying key elements, which also reduced interface discrepancies.
Education
Master of Business Administration - Organizational Leadership
Tiffin University
Tiffin, Ohio05.2015
Bachelor of Business Administration - Organizational Management
Tiffin University
Tiffin, Ohio05.2011
Associate of Paralegal Studies - Applied Business
The Academy of Court Reporting
Cleveland, Ohio06.2006
Skills
- Management theories
- Leadership skills
- Professional relationship management
- Inspiration
- Guidance
- Operational process identification
- Organizational sustainability
- Data analysis
- Qualitative analysis
- Quantitative analysis
- Analytical abilities
- Critical thinking
- Time management
- Flexibility
- Performance assessments
- System enhancement
- Persuasive communication style
- Training coordination
- Report preparation
- Market research proficiency
- Team oversight
- Group and individual instruction
- Skill development
- Skill building
- Project management
- Expense tracking
- Scheduling proficiency
- Community building
- Project coordination
- Human resources
- Vendor management
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Conceptualized and developed [name] program.
- Exceeded program revenue goals by [number]%.
- Reduced program costs [number]% through implementation of strategic improvements.
- Collaborated with team of [Number] in the development of [Project name].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] through effectively helping with [Task].
Training
- Workplace Safety, Cleveland, Ohio, 2021
- Property Management Information Systems, Cleveland, Ohio, 2021
- GSA, Recording Excessive Property, Cleveland, Ohio, 2021
- Writing for Results, Cleveland, Ohio, 2020
- Leadership Challenge Workshop, Cleveland, Ohio, 2015
- Cleveland Federal Executive Board Leadership Institute, 2015
- Leader Effective Case Flow Management for Paralegals and Legal Assistants, 2011
- Data Collection Techniques, Washington, DC, 2011
- Time and Attendance Management, Silver Springs, Maryland, 2012
- Leadership and Management Skills for Non-Managers, Cleveland, Ohio, 2009
Timeline
Time and Attendance Agency Manager
U.S. Department of Health and Human Services
01.2016 - 12.2021
Field Office Administrative Coordinator
U.S. Department of Health and Human Services
06.2011 - 06.2016
Program Specialist/Analyst (GS-13/4)
U.S. Department of Health and Human Services
11.2009 - Current
Executive Assistant
U.S. Department of Health and Human Services
01.2009 - 12.2011
Bachelor of Business Administration - Organizational Management
Tiffin University
Associate of Paralegal Studies - Applied Business
The Academy of Court Reporting
Master of Business Administration - Organizational Leadership
Tiffin University
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