Summary
Overview
Work History
Education
Skills
Accomplishments
Security Clearance
Timeline
Generic

Lusia McKenney

Spanaway,WA

Summary

Results-driven Section Leader known for high productivity and efficient task completion. Skilled in team management, operational planning, and conflict resolution. Excel at communication, leadership, and problem-solving to achieve goals and improve team performance. Committed to fostering collaborative environments and driving continuous improvement initiatives.

Overview

12
12
years of professional experience

Work History

Section Leader/Supervisor

CGI Federal
Seattle, Washington
01.2023 - 05.2025
  • Supervises employees and manages all tasks of passport production.
  • Managed personnel and operating processes, to meet production expectations for the timely issuance of passports.
  • Provide training and support to Staff on the product features and best practices to maximize their success
  • Document and manage performance and attendance for 26 Staff members.
  • Planning, directing, and coordinating the daily activities of the counter acceptance agents, information window agents, team member typing information request letter (IRL), Batching, NPIC, Undeliverable, Requesting for refunds, Clasp and greeter.
  • Oversee the adherence to all department and agency security regulations and internal controls.
  • Verifies reports on timekeeping.
  • Prepares and completes accession shipments as needed.
  • Oversee the onboarding process for new hires ensuring a smooth transition
  • Conduct interviews for new hire prospects, preformed duties of the hiring manager
  • Assist in the development of customer success metrics and reports to measure performance against goals
  • Conduct regular check-in with customers to assess satisfaction levels and address any issues
  • Conducts yearly MSAP (Member Satisfaction Assessment Program) meetings with Staff members to engage in a continuous and open dialogue.

Cashier Supervisor

CGI Federal
Seattle, Washington
07.2019 - 01.2023
  • Accept payment for all Counter and Direct Mail Applications.
  • Organized and managed daily cashier operations, ensuring accuracy of all financial transactions.
  • Processing a Precedence Change.
  • Close Out of Credit Card Machines.
  • Close the cash register in TDIS.
  • Prepare daily bank deposit.
  • Processing NSF Checks and Suspense.
  • Trained staff on cash handling procedures and customer service standards.
  • Open the Cash Register function in TDIS.
  • Managed cash register reconciliation and ensured accurate financial reporting.
  • Conducted performance evaluations and provided feedback to team members.

Passport Associates Specialist II

U.S Department of State
Seattle, Washington
10.2017 - 07.2019
  • Public counter information and will call duties.
  • Generate informational response letters (IRL) request addition information/documentation for adjudicated passport application.
  • Operate various office equipment and machinery in the preparation, processing and mailing of passports and passports related documents.
  • Contact customers by phone for verification of mailing address and other information in response to telephone calls or emails received through the National Passport Information Center (NPIC).
  • Basic Filing.
  • Cashiering duties as needed.
  • Customer Service.

Passport Office Processor

U.S Department of State
Seattle, Washington
03.2017 - 10.2017
  • Performs various clerical and repetitive manual functions.
  • Operates various office equipment and machinery in the preparation, processing, and mailing of passports and passport-related documents.
  • Utilizes the current TDIS-PD and PRISM computer operating systems to include document preparation, creation of document batches, document imaging (scanning) and reviewing, retrieval of individual application information, data entry, book printing, the generation of mailing labels, and sorting and affixing postage to sealed envelopes.
  • Perform quality checks for standard fee information on individual applications.
  • Responsible for the control and accountability of all passport books received and returned.
  • Prioritize work.
  • Reviewed applications for completeness, ensuring compliance with government regulations.

Inventory Specialist

Washington Inventory Services
Kent, USA
12.2016 - 03.2017
  • Works remotely at different customer stores and warehouses to physically count their inventory.
  • Provided customer service.
  • Ability to multiple tasks and performs professionally in a highly stressful environment.

Support Operations Manager

US Army
Joint Base Lewis McChord, WA
07.2013 - 10.2015
  • Planned, coordinated, and allocated training resources for a 1,300 personnel organization.
  • Scheduled training.
  • Supervised and provided technical guidance to employees.
  • Managed a Warehouse (Support Supply Activity)
  • Tracked and monitored transportation assets for the organization.
  • Processed inventories, surveys, and warehousing documents.
  • Coordinated logistics and supply chain activities for mission readiness.
  • Oversaw equipment maintenance to ensure operational efficiency and safety compliance.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.

Education

Operation Security Level II Course -

U.S Army
JBLM, WA
01.2014

Operational Contracting Course -

Army Logistics University
VA
01.2013

Joint Logistic Course -

Army Logistics University
Fort Lee, VA
01.2013

Battle Staff Operations Course -

U.S Army
Fort Bliss, TX
01.2011

Contracting Officer Representative Course -

Army Logistic University
VA
01.2009

First Sergeants Course -

U.S Army
Schofield Barracks, HI
01.2007

Support Operations Course -

Army Logistic University
VA
01.2006

Small Group Instructor Training -

U.S Army
Honolulu, HI
01.2006

Supervisors Development Course -

U.S Army
Fort Shafter, HI
01.2006

Diploma -

Wallace Rider Farrington High School
Honolulu, HI
01.1987

Skills

  • Oracle Database
  • MS Office
  • Effective communication
  • Problem solving
  • Teamwork
  • Time management
  • Employee training
  • Performance management
  • Staff development
  • Motivational leadership
  • Multitasking Abilities
  • Quality assurance
  • Leadership development
  • Inventory management
  • Regulatory compliance
  • Task prioritization

Accomplishments

  • National Defense Medal
  • Army Good Conduct Medal
  • Bronze Star Medal
  • Meritorious Service Medal
  • Joint Services Accommodation Medal
  • Army Accommodation Medal
  • Army Achievement Medal

Security Clearance

Secret clearance

Timeline

Section Leader/Supervisor

CGI Federal
01.2023 - 05.2025

Cashier Supervisor

CGI Federal
07.2019 - 01.2023

Passport Associates Specialist II

U.S Department of State
10.2017 - 07.2019

Passport Office Processor

U.S Department of State
03.2017 - 10.2017

Inventory Specialist

Washington Inventory Services
12.2016 - 03.2017

Support Operations Manager

US Army
07.2013 - 10.2015

Operation Security Level II Course -

U.S Army

Operational Contracting Course -

Army Logistics University

Joint Logistic Course -

Army Logistics University

Battle Staff Operations Course -

U.S Army

Contracting Officer Representative Course -

Army Logistic University

First Sergeants Course -

U.S Army

Support Operations Course -

Army Logistic University

Small Group Instructor Training -

U.S Army

Supervisors Development Course -

U.S Army

Diploma -

Wallace Rider Farrington High School

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