Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicole Ramaglia

Coventry,USA

Summary

Experienced with meticulous evidence collection, analysis, and case resolution. Utilizes critical thinking and problem-solving to uncover essential information in investigations. Track record of maintaining confidentiality and handling sensitive information with care. Proven track record in uncovering crucial evidence and successfully resolving complex cases.

Overview

13
13
years of professional experience

Work History

Diversion Investigator

Drug Enforcement Administration (DOJ)
07.2019 - Current
  • Supervised and motivated field investigators and collaborated with personnel to identify strengths and areas of weakness.
  • Developed and maintained liaison and coordination with investigative offices on matters of mutual interest in compliance and diversion prevention.
  • Trained team members on agency processes, court procedures and investigation strategies.
  • Secured search warrants to investigate scenes of crimes and collect evidence.
  • Enforced recordkeeping and security compliance of the Controlled Substance Act (CSA)by registered person(s), businesses or entities.
  • Increased conviction rates by collaborating closely with prosecutors to build strong cases.
  • Organized community outreach programs to raise awareness of fraud prevention strategies, enhancing local security.
  • Investigated violations of federal law and regulations based upon intelligence information received, suspicious orders placed, and reported theft and losses.
  • Planed, organized, directed, and reviewed all aspects of the investigative and inspection processes, from case opening to case closing.
  • Enhanced investigation outcomes by meticulously analyzing evidence and employing advanced forensic techniques.
  • Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
  • Collaborated with federal, state and local agencies over the course of regulatory, civil or criminal investigations.
  • Developed and prepared comprehensive reports that accurately detailed investigation findings and supported legal proceedings.
  • Conducted multi-scope research into suspects to determine criminal activities and suspect operating environments.
  • Identified trends in criminal activities, allowing for proactive measures to be taken against future threats.
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
  • Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
  • Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
  • Uncovered critical evidence by meticulously analyzing financial records and other documents related to investigations.
  • Pursued continuous professional development to stay abreast of latest investigative techniques and technologies.
  • Facilitated training sessions for junior investigators, elevating overall departmental skill levels and investigative techniques.
  • Reduced case resolution times by implementing strategic investigative approaches and leveraging technology.
  • Spearheaded development of inter-agency database, significantly enhancing information sharing and collaboration.
  • Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity in all proceedings.

Veteran Service Representative

Veterans Benefits Administration (VA)
07.2017 - 07.2019
  • Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
  • Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
  • Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
  • Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
  • Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
  • Utilized Veteran Benefits Management System to compose correspondence letters to explain current status of applications and request additional documentation.
  • Assisted in training new Veterans Service Representatives, sharing expertise on best practices and procedural guidelines.
  • Provided detailed guidance on navigating complex VA systems for veterans seeking assistance with disability compensation or pension claims.
  • Collaborated with interdisciplinary teams to ensure timely processing of claims and delivery of services to veterans.
  • Promoted positive relationships among coworkers fostering a supportive work environment where team members could collaboratively address challenges faced daily.
  • Ensured compliance with all applicable laws, regulations, policies while managing sensitive information about veteran''s personal data securely.
  • Managed caseloads effectively by prioritizing tasks based on deadlines and complexity levels for optimal results.
  • Maintained up-to-date knowledge of federal regulations, policies, and procedures related to veteran benefits administration.
  • Evaluated performance data and implemented necessary adjustments, resulting in continuous improvement of service delivery to veterans.
  • Achieved high level of customer service satisfaction ratings by promptly answering inquiries from veterans regarding their cases via phone calls or email correspondence.
  • Enhanced veteran support by efficiently reviewing and processing claims and benefit applications.
  • Participated in regular professional development trainings to stay informed on changes affecting veterans'' access to appropriate benefits and resources.
  • Streamlined case management for quicker resolutions, utilizing strong organizational skills and attention to detail.
  • Contributed to the development of internal policies and processes that improved overall efficiency within the office environment.
  • Led group discussions and activities to meet different community needs.
  • Approached issues proactively to best meet current and future community needs.
  • Kept case files updated, accurate and aligned with requirements.

Program Support Assistant

Veterans Health Administration (VA)
12.2016 - 07.2017
  • Performed clerical organization, answered phones and filed documentation for program manager.
  • Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
  • Communicated clearly with program staff and participants through written and digital correspondence.
  • Provided exceptional customer service when responding to inquiries from internal/external stakeholders regarding the program''s offerings or policies.
  • Efficiently managed multiple competing priorities under tight deadlines by utilizing strong organizational skills and attention to detail.
  • Assisted in gathering of program data to compose thorough monthly reports.
  • Provided general program information and assistance.
  • Coordinated logistics for meetings, events, and trainings, resulting in seamless execution and positive outcomes.
  • Developed strong relationships with vendors and partners to ensure timely delivery of goods/services necessary for program success.
  • Contributed to the creation of marketing materials promoting the program's achievements, increasing visibility among key stakeholders.
  • Served as a liaison between the program team and other departments, fostering strong working relationships and ensuring clear communication channels.
  • Actively participated in training sessions to enhance professional skills that positively impacted job performance.
  • Maintained accurate records of project documents, facilitating easy access to essential information for all stakeholders involved.
  • Collaborated with cross-functional teams to address program challenges, fostering a culture of teamwork and problemsolving.
  • Developed detailed meeting agendas which streamlined discussions while maintaining focus on key topics, enhancing overall productivity.
  • Provided comprehensive administrative support for program management, contributing to its overall success.
  • Proofread and edited documents for accuracy and grammar.
  • Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Completed daily logs for management review.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Learning Resource Assistant

Defense Finance and Accounting Services (DOD)
12.2015 - 12.2016
  • Enhanced office organization with effective filing systems and document storage solutions.
  • Assisted in the creation of comprehensive reports that informed key decision-makers about relevant metrics.
  • Coordinated logistics for events and meetings, ensuring seamless execution from planning to cleanup stages.
  • Maximized resource utilization by implementing efficient inventory management practices.
  • Assisted in the development of training materials to ensure proper onboarding of new staff members.
  • Served as a liaison between various stakeholders, fostering collaboration towards shared goals and objectives.
  • Provided support across multiple departments as needed to maintain operational efficiency during peak periods.
  • Facilitated smooth operations by promptly addressing employee concerns or issues as they arose.
  • Promoted a positive work environment through proactive conflict resolution measures.
  • Reduced supply costs by negotiating better deals with vendors and suppliers.
  • Maintained confidentiality of sensitive information, safeguarding both personal data and proprietary business details.
  • Ensured compliance with company policies and procedures through vigilant monitoring and enforcement actions.
  • Participated in continuous improvement initiatives aimed at enhancing overall organizational performance.
  • Monitored and analyzed employee satisfaction survey results.
  • Assisted with creating employee handbooks and manuals.
  • Tracked various statistics and kept detailed records to support human resources department.
  • Created job descriptions on boards for vacant jobs.

Accounting Technician

Defense Finance and Accounting Services (DOD)
08.2015 - 12.2015
  • Enhanced financial accuracy by diligently reconciling accounts, identifying discrepancies, and resolving issues promptly.
  • Reduced errors in financial reporting through meticulous attention to detail and thorough review of financial statements.
  • Contributed to successful audits with comprehensive preparation of supporting documentation and effective communication with external auditors.
  • Organized general ledger with accuracy and within time constraints.
  • Facilitated smooth financial operations by processing invoices accurately and efficiently, avoiding late payment penalties or disputes.
  • Increased team productivity by providing ongoing training and support for accounting staff members.
  • Collaborated effectively with cross-functional teams to support organizational goals through accurate financial analysis and strategic planning assistance.
  • Ensured data integrity in financial systems through regular audits, system updates, and adherence to internal control policies.
  • Streamlined accounting processes by implementing efficient software solutions and organizational methods.
  • Ensured compliance with financial regulations by staying current on industry best practices and keeping abreast of changes in relevant laws.
  • Assisted in developing financial policies and procedures to improve departmental efficiency and compliance.
  • Reduced overdue accounts receivables, implementing proactive follow-up process with clients.
  • Implemented new software system for more efficient financial reporting, significantly reducing manual data entry errors.
  • Streamlined invoice processing to improve vendor relationships and maintain timely payment schedules.
  • Improved financial data integrity, conducting regular reviews and updates of accounting records.
  • Enhanced team productivity by leading training sessions on new accounting software and procedures.
  • Compiled detailed monthly financial reports for management, ensuring transparency and aiding in strategic decision-making.
  • Gathered, evaluated and summarized account data in detailed financial reports.
  • Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Implemented new accounting processes to decrease spending and work flow downtime.

Program Assistant

Federal Air Marshal Service (DHS)
01.2015 - 08.2015
  • Assisted with planning and coordinating day-to-day and special program activities.
  • Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
  • Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
  • Implemented centralized record-keeping system to improve overall data accuracy and accessibility for team members.
  • Prepared clearly written and formatted documents and reports.
  • Managed both digital and physical filing systems and retrieved documents as required.
  • Enhanced program efficiency by streamlining processes and implementing time-saving strategies.
  • Coordinated event logistics, including venue selection, catering arrangements, and attendee registration processes.
  • Enhanced team productivity by organizing efficient filing systems and workflow procedures.
  • Negotiated with vendors to secure cost-effective services for program events, maximizing budget efficiency.
  • Enhanced program visibility by coordinating and executing marketing campaigns across multiple platforms.
  • Assisted in development of strategic plans, aligning program goals with organizational objectives.
  • Developed comprehensive resource materials for program participants, leading to better program understanding and compliance.
  • Contributed to website content updates, improving communication of program objectives and achievements.
  • Maintained accurate and up-to-date program databases, ensuring easy access to critical information for decision-making.
  • Facilitated training sessions for new staff and volunteers, ensuring high level of program delivery.
  • Conducted research on industry trends to inform program improvements and innovation.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
  • Served as corporate liaison for finance, IT, and marketing departments.
  • Trained and supervised employees on office policies and procedures.
  • Managed data and correspondence to secure information across complex landscapes of organizational departments.
  • Proofread and edited documents for accuracy and grammar.
  • Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Contact Representative

Defense Finance and Accounting Services (DOD)
08.2014 - 01.2015
  • Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
  • Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
  • Provided exceptional service by proactively addressing customers'' needs and concerns.
  • Improved customer satisfaction by resolving issues efficiently and professionally.
  • Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
  • Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
  • Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
  • Increased customer retention by expertly handling escalated issues in a timely manner.
  • Built lasting relationships with clients through effective communication and attentive service.
  • Proactively identified potential areas of improvement within the contact center's operations, offering suggestions and helping to implement changes that led to enhanced customer experiences.
  • Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Implemented and developed customer service training processes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Operations Assistant Supervisor

ServiceLink Field Services
04.2012 - 08.2014
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
  • Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
  • Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
  • Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
  • Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
  • Facilitated seamless communication channels between departments, improving coordination and project outcomes.
  • Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
  • Ensured compliance with industry regulations and standards, maintaining company's reputation and avoiding penalties.
  • Pioneered sustainability initiative, reducing company's carbon footprint and operational costs.
  • Led cross-functional teams to improve project execution, enhancing overall operational efficiency.
  • Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
  • Spearheaded task force to address and resolve recurring operational bottlenecks, significantly improving process efficiency.
  • Developed and implemented training program for new hires, accelerating their time to full productivity.
  • Enhanced team productivity by implementing dynamic scheduling system that matched tasks with expertise.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Kept high average of performance evaluations.
  • Interceded between employees during arguments and diffused tense situations.
  • Completed bi-weekly payroll for 20 employees.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.

Education

Bachelor of Arts - Psychology

The University of Akron
Akron, Ohio
12.2011

Skills

  • Top secret US government security clearance
  • Criminal investigations
  • Investigation management
  • Technology-savvy
  • Cybersecurity awareness
  • Interview techniques
  • Research skills
  • Resource management
  • Detailed report writing
  • Due diligence
  • Ethical and honest

Accomplishments

  • Supervised team of 20 staff members.
  • Promoted to Operations Supervisor after 1.5 years with the company.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Diversion Investigator

Drug Enforcement Administration (DOJ)
07.2019 - Current

Veteran Service Representative

Veterans Benefits Administration (VA)
07.2017 - 07.2019

Program Support Assistant

Veterans Health Administration (VA)
12.2016 - 07.2017

Learning Resource Assistant

Defense Finance and Accounting Services (DOD)
12.2015 - 12.2016

Accounting Technician

Defense Finance and Accounting Services (DOD)
08.2015 - 12.2015

Program Assistant

Federal Air Marshal Service (DHS)
01.2015 - 08.2015

Contact Representative

Defense Finance and Accounting Services (DOD)
08.2014 - 01.2015

Operations Assistant Supervisor

ServiceLink Field Services
04.2012 - 08.2014

Bachelor of Arts - Psychology

The University of Akron

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