Yolanda Murphy
Summary
Highly motivated Manager with extensive customer service and sales experience. Outgoing professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Records Subject Matter Expert
Booz Allen Hamilton
Fort Meade, Md
06.2024 - Current
- Perform a variety of routine tasks to facilitate records management functions of the client
- Apply specific functional and working or general industry knowledge
- Create, analyze, and maintain records management systems, processes, and procedures for the client
- Develop uniform systems and procedures for filing records and materials in various media formats, including digital
- Establish and maintain workflows and create and recommend improvements to record-keeping in the office
- Organize, prioritize, and manage the records management functions, including scanning, document preservation, and disposition
- Produce and deliver briefings on the client's records management program to groups to inform client personnel on records management policies and procedures
- Support government leads in ensuring customer is in compliance with the Federal
- Records Management Act and all related statutes, federal regulations, and customer and IC policies and procedures including, but not limited to, requirements set forth in the C.F.R., U.S.C., and NARA mandates
- Help train and equip the customer workforce to meet these requirements that include developing and executing file plans and RCSs, creating and maintaining all hard copy and digital records throughout their lifecycle, managing digital records, developing a strategy for converting hard copy records to digital, transferring permanent records to NARA as directed by the Government, documenting records requirements and processes to support further digitization activities and updates to policy, and peer reviewing the work of other contract staff for quality
- Support the transition to a media-neutral, CRCS approach that will incorporate current customer office and organizational structure
- Perform physical records archiving as directed by lead contractors and Government staff
- Draft or review, update, and deliver content for training on customer records management
- Consult and coordinate with IC elements on development and consistent implementation of IC records management policies and procedures, utilize proper handling of classified records and CUI records, and support IMC and other IC records management committees
- Identify, document, and coordinate PA SORNs with customer CLPT Office for submission to Federal Register according to customer Policy and government staff
- Develop and implement plans for customer Essential Records identification and protection
- Support customer and IC working groups as directed by the Government
- Provide inputs to annual compliance reports as directed by the Government
- Support records management system reviews and implementation
- Update records with new information
Records Analyst
Peraton
Bethesda
02.2022 - 06.2024
- Performed routine personal transactional processing of Federal personnel actions
- Processed personnel actions related to Federal Lifecycle from appointment to retirement
- Used automated human resources and payroll processing systems to process
- Requests for Personnel actions (SF-52's) or equivalent forms
- Partnered with other Human Resource Officers to process requirements for routine actions to include reassignments, promotions, change to lower grades, awards, etc.
- Administered guidance and information support to large and varied base that is geographically disbursed
Human Resource Officer
Department of Defense
Washington, DC
01.2022 - 02.2022
- Performed routine personal transactional processing of Federal personnel actions
- Processed personnel actions related to Federal Lifecycle from appointment to retirement
- Used automated human resources and payroll processing systems to process
- Requests for Personnel actions (SF-52's) or equivalent forms
- Partnered with other Human Resource Officers to process requirements for routine actions to include reassignments, promotions, change to lower grades, awards, etc.
- Administered guidance and information support to large and varied base that is geographically disbursed
Records Team Lead
Department of Defense
Washington, DC
09.2019 - 12.2021
- Provided leadership, planning, policy, guidance, training and general oversight of
- Records Management
- Established and maintained records at the organizational level of sufficient authority to ensure objectives and policies were efficiently and effectively implemented
- Coordinated and consulted on records management issues with other Federal
- Agencies, including oversight agencies such as the National Archives and Records
- Administration
- Ensured classified records were updated at appropriate intervals for investigations and auditing
- Developed directives and operating procedures, as needed, to meet the unique records management needs of the organization and to support the records management program within the organization
- Ensured records were not unlawfully removed from the Records Department custody, unlawfully altered, or destroyed by current or departing employees or contractors
Records Supervisor
DC Metropolitan Police Department
Washington, DC
11.2017 - 08.2019
- Managed day to day operations of the Records Division while monitoring work flow, data accuracy and overall quality to ensure processes and procedures were accomplished according to established guidelines and regulations
- Managed and supervised personnel to include hiring recommendations, evaluating performance, and initiating corrective or disciplinary actions to include termination
- Operated mainframe computer terminal as needed to enter and maintain accurate, comprehensive and up to date data related to Police Records; maintained and updated cases where available and entered changes into computer information base
- Performed various record tracking activities as needed to obtain DC Criminal History reports
- Reviewed and prepared information for release in response to FOIA requests
- Communicated and worked effectively across organizational lines and resolved differences among business lines
- Performed administrative and human resource management functions for 15 employees
Lead Customer Service Representative
District Of Columbia Government/OCFO
Washington, DC
12.2013 - 11.2017
- Engaged clients in person and over phone to answer questions and address complaints
- Planned schedules and workflows based on expected customer demands
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise
- Trained new personnel regarding company operations, policies and services
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Performed administrative and human resource management functions for employees
Bank Branch Manager
Capital One
Washington, DC
05.2012 - 11.2013
- Sourced and secured strategic partnership opportunities to enhance business growth.
- Safeguarded bank records and client information to ensure data integrity and security.
- Analyzed financial risk data to forecast trends and propose strategic improvements.
- Executed timely filings while ensuring strict compliance with regulatory agencies and supervisory standards.
- Formulated and executed strategies to enhance customer sales and drive revenue growth.
- Executed administrative and human resource management functions to enhance employee support.
Bank Branch Manager
Bank Of America
Washington, DC
09.2008 - 05.2011
- Evaluated and refined loan agreements to improve clarity and ensure compliance with regulatory requirements.
- Compiled and organized critical financial information to streamline loan application processing.
- Reviewed customer loan applications to determine eligibility for approvals and denials.
- Protected confidentiality of sensitive bank records and client information to mitigate risks of data breaches.
- Executed proactive management of individual and team tasks to consistently meet deadlines.
- Optimized branch production rates by managing staff conflict resolutions, overseeing hiring and termination processes, and coaching employees on company protocols and payroll operations.
- Managed human resource operations and administrative tasks to optimize workforce efficiency.
Bank Branch Manager
SunTrust
Washington, DC
04.2005 - 09.2008
- Ensured compliance with regulatory guidelines and requirements.
- Compiled financial and operational reports to enhance management's strategic decision-making.
- Addressed and resolved diverse issues affecting sales management and operational efficiency.
- Executed service enhancements to optimize sales cycle efficiency.
- Streamlined operations by training and coaching employees on best practices and performance strategies.
- Facilitated submission of loan applications to underwriter for thorough verification and recommendation.
- Implemented strict protocols for maintaining confidentiality of bank records and client information to uphold trust and compliance standards.
- Oversaw administrative duties and human resource management activities to foster a productive work environment.
Assistant Executive of Guest Services
Target
Springfield, VA
01.2002 - 04.2005
- Fostered high employee satisfaction and performance through hands-on, collaborative leadership approach.
- Analyzed upcoming events and strategized to address potential challenges.
- Facilitated cross-departmental collaboration to enhance guest satisfaction and deliver exceptional experiences.
- Addressed customer complaints promptly, ensuring effective resolutions that upheld customer satisfaction.
- Oversaw team performance to ensure adherence to customer service standards.
- Established and enforced policies to enhance service quality and guest relations.
Assistant Store Manager
Aeropostale
Pentagon City, VA
10.1999 - 10.2001
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Monitored daily operations and identified areas for improvement in workflow efficiency.
- Resolved customer inquiries and concerns promptly, enhancing overall satisfaction levels.
- Led team meetings to communicate goals, updates, and performance expectations clearly.
Assistant Store Manager
Marshalls
Forestville, MD
02.1999 - 10.1999
- Analyzed sales trends to optimize product placement and drive revenue growth.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Collaborated with cross-functional teams to execute marketing initiatives effectively.
Assistant Sales Manager
Macy's
Pentagon City, VA
08.1997 - 02.1999
- Led team in achieving sales goals through targeted promotional strategies.
- Developed training programs for new sales associates to enhance product knowledge.
- Analyzed sales data to identify trends and inform inventory management decisions.
- Streamlined operational processes, enhancing overall efficiency within the department.
- Conducted performance evaluations, providing constructive feedback to drive team improvement.
- Conducted regular team meetings to review progress, address challenges, and motivate staff towards achieving goals.
- Generated sales report to help upper management make effective decisions and sales plans.
- Established performance benchmarks, setting clear expectations for team members, and regularly reviewing progress against set goals, driving continuous improvement within the sales department.
Store Manager
Dollar Bills
Seat Pleasant, MD
08.1996 - 08.1997
- Oversaw daily operations, ensuring efficient store performance and customer satisfaction.
- Trained and mentored staff, enhancing team productivity and service quality.
- Developed promotional strategies to drive sales and increase customer engagement.
- Implemented standard operating procedures, improving operational efficiency and compliance.
- Analyzed sales data to identify trends and make informed merchandising decisions.
- Led team meetings to align goals, share best practices, and foster a positive work environment.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Assistant Store Manager
CVS
Bethesda, MD
08.1995 - 08.1996
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
Clerk Typist
The Department of Justice
Washington, DC
08.1993 - 08.1995
- Processed and responded to all tape inquiries from Internal Revenue Service
- Processed legal documents efficiently, ensuring accuracy and compliance with departmental standards.
- Assisted in data entry tasks, enhancing overall operational efficiency within the department.
- Reviewed and proofread documents for correctness, contributing to high-quality outputs for legal proceedings.
- Led initiatives to streamline document processing workflows, significantly reducing turnaround times for legal requests.
- Demonstrated flexibility in adapting to changing priorities while consistently meeting deadlines for assigned tasks.
- Provided exceptional support to senior staff members, handling complex clerical tasks as needed to ensure smooth operations within the department.
Layaway Lead
K-Mart Store
Hyattsville, MD
10.1991 - 08.1995
- Facilitated customer engagement by addressing inquiries about products and services. Guided customers in locating merchandise and promoted key offerings to enhance sales.
- Facilitated customer satisfaction by delivering prompt and engaging responses to inquiries both in-store and over the phone.
- Ensured compliance with current store sales payment policies and security standards to enhance operational integrity.
- Recommended additional products to customers to drive revenue growth and improve sales performance.
- Cultivated customer loyalty and retention through exceptional shopping experiences.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Clerk Data Transcriber
Justice
Washington, DC
08.1988 - 09.1993
- Processed legal documents and maintained accurate filing systems for case management.
- Conducted thorough reviews of case files to ensure compliance with legal standards.
- Collaborated with legal professionals to streamline administrative workflows and improve communication.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Education
BBA - Business Management
University of The District of Columbia
Washington, DCSkills
- Meticulous attention to detail
- Excellent Organizational Skills
- Excellent Analytical and Critical Thinking
- Excellent Problem-Solving
- Excellent Interpersonal and Communication Skills
- Excellent Time Management
Certification
- Human Resource Diploma, Allison
- Human Resource Management Certificate, Allison
- NARA Certificates
- TS/SCI CI With Poly Clearance
Timeline
Records Subject Matter Expert
Booz Allen Hamilton
06.2024 - Current
Records Analyst
Peraton
02.2022 - 06.2024
Human Resource Officer
Department of Defense
01.2022 - 02.2022
Records Team Lead
Department of Defense
09.2019 - 12.2021
Records Supervisor
DC Metropolitan Police Department
11.2017 - 08.2019
Lead Customer Service Representative
District Of Columbia Government/OCFO
12.2013 - 11.2017
Bank Branch Manager
Capital One
05.2012 - 11.2013
Bank Branch Manager
Bank Of America
09.2008 - 05.2011
Bank Branch Manager
SunTrust
04.2005 - 09.2008
Assistant Executive of Guest Services
Target
01.2002 - 04.2005
Assistant Store Manager
Aeropostale
10.1999 - 10.2001
Assistant Store Manager
Marshalls
02.1999 - 10.1999
Assistant Sales Manager
Macy's
08.1997 - 02.1999
Store Manager
Dollar Bills
08.1996 - 08.1997
Assistant Store Manager
CVS
08.1995 - 08.1996
Clerk Typist
The Department of Justice
08.1993 - 08.1995
Layaway Lead
K-Mart Store
10.1991 - 08.1995
Clerk Data Transcriber
Justice
08.1988 - 09.1993
BBA - Business Management
University of The District of Columbia