FELICIA FREEMAN
Easton,MD
Summary
Results-driven Human Resources Specialist and U.S. Army Veteran with over 10 years of combined federal service and military experience in personnel management, onboarding, training, and administrative support. Skilled in executing HR functions including new hire orientation, records management, benefits processing, and employee relations. Experienced in collaborating with leadership, IT, and security teams to ensure compliance with federal policies and organizational objectives. Adept at maintaining confidentiality, handling sensitive personnel data, and delivering customer-focused service in high-volume environments. Strong background in logistics and leadership from military service, with proven ability to train, mentor, and support diverse teams. Committed to fostering workforce readiness, professional growth, and mission success.
Overview
15
15
years of professional experience
Work History
Human Resource Specialist- Lead Facilitator for New Hire Orientation
Internal Revenue Service, IRS
Austin, TX
11.2023 - Current
- Assisted Site Lead in execution of administrative duties.
- Scheduling, emailing, requesting support in preparation of upcoming orientations.
- Following up on tasks with deadlines or pending information from Facilities Management and Security Services (FMSS), Information Technology (IT), and Business Operating Division (BODs)
- Report issues to triage spreadsheet as the owner of issue and follow up through completion.
- Assist Site Lead in attendance onsite and reporting to management.
- Complete I-9 Pre-Work to prepare for Orientation.
Customer Service Representative
Internal Revenue Service, IRS
Covington, KY
06.2021 - 11.2023
- Handle customer inquiries by answering questions and resolving problems within established guidelines.
- Perform taxpayer verification, record details of inquiries and comments, as well as actions taken.
- Rapidly learned and mastered different government computer programs (IDRS, AMS, Microsoft Office).
- Identify and elevate opportunities to drive continuous process improvements that positively impact taxpayer's experience.
- Corrected data entry errors to prevent duplication or data degradation.
Security Officer
Transportation Security Administration, TSA
Erlanger, KY
06.2018 - 10.2020
- Uphold strong customer service standards while completing screenings.
- Used x-ray scanners to check items for signs of unauthorized materials.
- Monitored and conducted passenger screening.
- Utilized metal detectors, wands and X-ray screening machines to perform thorough check of individuals and their belongings.
Conference Coordinator
Ricoh Imaging Company Ltd.
Cincinnati, OH
09.2016 - 07.2017
- Organized venue for details such as decor, catering, entertainment, and equipment.
- Managed catering services, audio-visual services, and housekeepers.
- Organized corporate luncheons, dinners, conferences, and special events.
- Checked, handled, assembled and removed furnishings in rooms to keep areas thoroughly cleaned and all debris removed.
Logistics Specialist
U.S. Army Active Duty
Fort Hood
04.2010 - 03.2016
- Served as Unit Armorer for a field artillery battalion supporting over 200 Soldiers.
- Coordinated with leadership to ensure support for deployment and redeployment Operations.
- Responsible for the accountability and maintenance of over $1 million worth of MTOE and weapons.
- Instructed Soldiers on proper care and maintenance of all assigned small-arms.
- Maintained hand-receipts for equipment issued locally and while deployed.
- Calibrated, zeroed, and performed user maintenance of small-arms.
- Identified failures and arranged higher level maintenance.
- Performed tests of functionality, security and performance of different workstations and devices.
- Prepared reports by collecting, analyzing, and summarizing information.
- Attended regular client meetings to report project progress and address questions.
Education
Bachelor of Science - Information Technology
University of Arizona
Tucson, AZ04.2021
Skills
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- De-escalation Techniques
- Multitasking and Prioritization
- Creative Problem Solving
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Security Protocols
- Computer Equipment
- Computer Software – SharePoint
- Computer software – JavaScript
- Computer software – Python
- Computer Software – PowerShell
- Onboarding procedures
- Customer relationship management
- Team collaboration
Timeline
Human Resource Specialist- Lead Facilitator for New Hire Orientation
Internal Revenue Service, IRS
11.2023 - Current
Customer Service Representative
Internal Revenue Service, IRS
06.2021 - 11.2023
Security Officer
Transportation Security Administration, TSA
06.2018 - 10.2020
Conference Coordinator
Ricoh Imaging Company Ltd.
09.2016 - 07.2017
Logistics Specialist
U.S. Army Active Duty
04.2010 - 03.2016
Bachelor of Science - Information Technology
University of Arizona
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