Florence Jackson
Duncanville,United States
Summary
Results-oriented Support Services Supervisor offering 20 years experience in the field of project management, 12 years as a supervisor . History of implementing successful improvements to department and leading changes by example. Independently solves problems and keeps teams on task to handle diverse business requirements
Overview
21
21
years of professional experience
Work History
Support Services Supervisor
US Department of Labor
Dallas
04.2011 - Current
- Responsible for leading a team of three professional project managers in completing long and short term projects. I perform the full range of supervisory responsibilities.
- The duties include space renovations such as buildouts, relocations, and reductions. My team was responsible for reduction of over 24K square feet in the last 2 years.
- Acts as liaison between GSA and the sixteen (16) DOL sub agencies serviced by the Dallas Region. I am tasked with directing and overseeing the planning development and implementation of DOL programs.
- Dallas Region covers 11 states with approximately 125 locations where I regularly provide analysis of problems and exercise sound judgement to make recommendation on resolutions to complex issues.
- Regularly collaborates with stakeholders on critical items within active projects to assure that the process aligns with their goals. Stakeholders include Department of Labor agencies, Regional Executive Committees, and employee union. I represent OASAM in the bi-annually Labor Management Relations Meetings.
- I am tasked with setting targets for milestone, being cognizant of the agency's budget and adhering to deadlines
- As the supervisor, I evaluate processes to ensure success of the program area.
- I identify shortfalls and make appropriate adjustments by assessing the customer needs, establishing priorities and resolving problems as they arase.
- Coached employees through day-to-day work and complex problems.
- Monitored employee and customer interactions to assess quality of service.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally. Regular meeting with IT and Safety and Health colleagues on space projects.
- Delegates’ specific tasks to project managers’ best positioned to complete them.
- Performs quality control on projects throughout development to ensure that DOL policies and procedures are adhered to according to the DLMS
- Adjusts schedules and targets or budgets to meet changes
- I collaborate with Labor Relations regularly to make them aware of pending and on-going projects
- Adopts a flexible attitude in order to guide the customer through the process
- Promotes and preserves a diverse workforce based on organization goals, budget considerations, and staffing needs
- I maintains a high ethical standard in my approach to staff, leadership and project stakeholders. Provides and delivers presentation to stakeholders on process and procedures.
- Serves as Contract Officer Representative (COR) for two (2) mailroom staff. Active member of the mail services contract team for new contracts and renewals via the Acquisition Management System (AMS). Acted as the COR for the major OASAM shared space project. Evaluates vendor performance in the CPARS system.
- I am responsible for monitoring the contract to ensure accuracy then reviewing and approving invoices for payment to the vendor via New Core Financial Management System (NCFMS)
- I maintain a government purchase card for OASAM with the ability to procure goods and services as needed. Monthly credit card statements are reconciled monthly via NCFMS.
- I also have the task of approving purchase logs and purchase requests in NCFMS
- I manage the UPS accounts for OASAM. I have the responsibility of monitoring the accounts to make sure the negotiated prices are charged and users are added / deleted as appropriate.
- Acts as Property Management Officer for OASAM. I am the custodian for approximately 50 non-IT items. I oversee the annual inventory and submit the mandated reports to the national property office.
- I am tasked with disposal of property for OASAM and the agencies in the Dallas/Denver Region via GSAXcess. Works with all agencies on property disposal for office closings.
- Acts as Fleet Manager for the OASAM SUV
- Responsible for monthly reports on gas consumption and usage
- Works with the San Francisco Finance office and the OCFO on the OASAM budget
- Creates MOR's for telecommunications and fleet as well as de-obligations
- Member of the Dallas Devolution Team
- Mentored the new Atlanta RASO and participated in the mentoring program
- Acted as a subject matter expert reviewing 100 application for the national office property office and participated in the interviews for a specialist position.
Acting Director of Administrative Services
U S Department Of Labor
Dallas, TX
11.2021 - 08.2022
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Created reports, presentations and other materials for executive staff.
- Organized and updated databases, records and other information resources.
- Built and managed processes for tracking and monitoring department performance.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Support Services Specialist
US Department of Labor
Dallas
01.2003 - 04.2011
- Guide and assist agencies on resource management issues by processing agency requests and assisting agency officials in developing space requirements that are acceptable according to the DOL policies, regulations and special agency requirements
- Advice is given in a timely, responsive and accurate manner
- Formulate strategies for identifying opportunities for space consolidation, reduction and office sharing
- Provides technical guidance, information, advice and interpretation on policies, initiatives and procedures in program area
- Support OASAM BOC space reduction effort and a collaborative approach between BOC, GSA, and DOL agencies in identifying and developing valid products that will meet the Reduce the Footprint goals
- Exhibits in depth knowledge of telecommunication related matters and provides technical advice and assistance to client agency representatives
- Processes agency trouble requests on all telephone lines
- Administered the Avaya phone system for over 10 years
- Administer the Property system / function for the Dallas/ Denver OASAM offices and provide property management oversight/ guidance to agencies.
Education
Associate's degree -
Cedar Valley Community College
Lancaster, TX05.1980
Skills
- Customer Service Expertise
- Property Management
- Project Management
- Staff Management
- Administrative Support
- Communications Support
- Technical Support
- Team Development
- Management Support
- Customer Satisfaction
- Conflict Management
- Six Sigma Methodologies
Job Related Training
- Lean Sigma
- COR Certificate Level I
- PMP Training
- Purchase Card Training
- DOL Mandated training (Records Keeping, USERRA Training, Leadership Development Programs,)
- e-Cornell Certificate - Promoting Inclusive Onboarding and employee Success
Timeline
Acting Director of Administrative Services
U S Department Of Labor
11.2021 - 08.2022
Support Services Supervisor
US Department of Labor
04.2011 - Current
Support Services Specialist
US Department of Labor
01.2003 - 04.2011
Associate's degree -
Cedar Valley Community College
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