Russelle Host
Jackson Center
Summary
Adept at project management and team leadership, I significantly enhanced program efficiency at the U.S. Office of Personnel Management by spearheading cross-functional teams and fostering stakeholder relationships. My problem-solving prowess and commitment to excellence were pivotal in surpassing service delivery targets, achieving an outstanding working rate.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Program Manager
U.S. Office of Personnel Management (OPM)
03.2024 - Current
- Managed and supervised administrative and daily program operations, complying with Federal policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Conducted comprehensive program evaluations by running biweekly stats and identify areas for improvement and recommending actionable solutions.
- Determine final yearly rating to determine bonus amounts and eligibility.
- Complete biweekly timecards, Personnel Action Sheet agreements, locality pay and bonus in HR Links including Personnel Action sheets.
- Complete necessary forms for each team member to determine remote/telework payscale based off location including annual pay grade or step increase.
- Supervising Retirement Information Office (RIO) using cloud based-multi-channel Commercial Off the Shelf (COTS) software based on Contact Center as a Service (CCaaS) technology– Nice In Contact’s CXone by monitoring telephone and written/email interactions with Center Representatives (CCR) who are pay Grade 5-Grade-8. Monday through Friday in between hours of 7:30am- 6:00pm and 40 hours per week answering 1,467,146 million calls 2024 with a Average Speed of Answer (ASA) of 16:40.
- Oversees attendance and leave for employees to ensure monitor volume of staffing levels are available to ensure performance of handling workloads.
- Empowering agency workforce in the Retirement Information Office of up to 10 teams (150 representatives) of CCR’s who are onsite or remote by connecting 2.6 million federal retirees, their survivors, and many other stakeholders who have interest in benefit programs in Civil Service Retirement System or Federal Employees Retirement System.
- During the hiring process, conduct panel interviews of candidates applying for the position of CCR while using Microsoft Teams.
- Coordinating & completing pre-employment forms prior to start date as required per Human Resources.
- Setting up equipment with Information Technology (IT) of the federal government issued laptop, monitor, keyboard, and docking station. Implementing & signing all required Telework Agreements to reflect such equipment.
- Assists with orientation of Windows to link Microsoft Office, Word, Excel, Teams are all functioning and successful logging in with secure certificates of Virtual Private Network (VPN). Monitoring and assisting with installation of all programs Microsoft Edge or Google Chrome to many other government issued programs required of the position.
- Creating users in the Nice In Contact platform by using Administrative functions to switch assigned skills in telephony/email platforms using Cloud Based Voice Over IP (VoIP) solution based on current level of training of CCR.
- Develops training schedules using web based Microsoft Office Excel, or Word to ensure compliance of CCR to ensure training completed for Cybersecurity, Ethics & Anti-harassment within the first 90 days. Coordinating training with other Program Managers, Legal Administrative Specialists, as well as designated mentors to ensure employees to enhance their overall performance until fully trained.
- Applies general personnel management and labor management policy and practices to motivate the workforce, recommend performance and special act awards as appropriate ensures the initial and continuous training of staff, develops performance standards, and maintains a safe healthy work environment.
- Assigns performance ratings and takes performance based corrective actions if needed.
- Knowledge of the comprehensive knowledge of laws, regulations, policies, system and procedures applicable to Federal Retirement and insurance programs and the relationships between these programs and those administered by other federal agencies such as SSA, DOD, State Department, OWCP in order to provide technical advise and assistance. Analytical skills and abilities as well as problem-solving ability to develop analyze appropriate information and to reach timely and correct conclusions relating to the alignment of staff in the office.
- Managerial duties assisting in the development and management of effective information programs for annuitants and survivors and to inform of legal requirements, operating policies, and procedures and the impact of legal and regulatory changes, and to answer inquiries and resolve problems with individual entitlements, benefits, and claims.
- Identifies and analyzes information needs and developing techniques, methods, and systems, to inform annuitants and about programs, changes, activities, requirements, and services, aware of potential and actual changes in retirement and insurance laws regulations, polices, and program operations to ensure that staff is fully informed and knowledgeable about changes and the impact which they may have on entitlements and annuitants and benefits.
Customer Care Representative
U. S. Office of Personnel Management (OPM)
07.2018 - 02.2024
- Mentoring newly hired Legal Administrative Specialist (LAS) & Customer Care Specialist (CCS) by modeling incoming phone calls to train by computer programs to utilizing training materials on various Civil Service Retirement System as well as Federal Employee Retirement System and Functions.
- Assessing potential fraudulent inquiries then referred to Retirement Inspection Branch for further determination.
- Knowledge on policy and guidance on how Federal Health Benefit Plans (FEHB), Postal Service Health Benefit (PSHB) coordinate with Medicare or Medicaid.
- Implementation of the Postal Service Reform Act (PSRA) of 2022 providing health insurance to eligible Postal Service employees, retirees and their families starting January 1, 2025.
- Knowledge on Qualifying Life Events (QLE), cancellations or suspension qualifying under the FEHB or PSHB plans.
- Attend Director meeting voicing concerns in the Retirement Information Office (RIO) offering suggestions by proposing new and innovative ideas to retain Customer Care Specialists (CCS).
- Met with Deputy Director Senior Advisor to discuss concerns during the Director meeting regarding the improvement of (RIO).
- Participate on the escalation testing team to improve the escalation process.
- Assisted in the development of decision guidelines by providing recommendations and reporting to program manager to better assist with annuitant inquiries regarding their case.
- Identifying, gathering and organizing information from annuitant to contract other government agencies both internal and external regarding issues associated with benefits or annuity payments/calculation.
- Knowledge in disability guidance with Office of Workers' Compensation Programs and Social Security benefits to best guide annuitant on processes and/or procedures regarding disability application requirements and benefits.
- Knowledge of Federal Employee Group Life Insurance (FEGLI) policy, options with basic and option B calculations and age band rates.
- Educate annuitant regarding benefits elected by the annuitant / survivor and advise accordingly.
- Obtain accurate death reports, review survivor benefits and FEHB coverage to counsel family members on death packet.
- Completed Customer Service Training 2 sessions June 2020, 2 sessions October 2023.
- Annual Performance Review: Average Talk Time 6:07 - Exceeds Fully Successful , Working rate 80% - Outstanding, Customer Service - Exceeds Fully Successful, Quality rating - Outstanding.
K9 Handler
Liam Search and Rescue
10.2021 - Current
- Properly maintain canine GPS tracking equipment to ensure GPS stats are recorded in relation to search area provided by command center.
- Maintain active database to record volunteer, donation, medical records, certifications and financial records.
- Ensure and test communication devices are properly working to communicate effectively with team members and command center before proceeding with search grid.
- Document training hours required for canine Search and Rescue practice.
- Act as a liaison between other canine search and rescue teams for effective search efforts.
- Maintain and develop relationships with companies to collect donations for fundraiser events.
- Review donations outstanding expenses and balance of monthly banking statement.
- Contributed to safer work environments for fellow officers by ensuring secure perimeters through efficient building searches conducted with the assistance of a trained search dog.
- Read treasurers report during monthly membership meeting.
- Improved public perception of law enforcement by participating in community outreach programs with the K9 partner.
- Located missing persons more efficiently using the specialized skills of the trained K9 partner in search and rescue missions.
Education
Bachelor of Science - Human Resources
Geneva College
Beaver Falls08-2002
Skills
- Analytical Problem-Solving
- Client Interaction Skills
- Project Coordination
- Team leadership and direction
- Benefits and compensation management
Certification
- First Aid Certification
- FEMA
- NASAR (National Association of Search and Rescue)
- WildLife First Aid
- Emergency Care and Safety Institute: Pet First Aid and Disaster Response and Canine CPR.
Timeline
Program Manager
U.S. Office of Personnel Management (OPM)
03.2024 - Current
K9 Handler
Liam Search and Rescue
10.2021 - Current
Customer Care Representative
U. S. Office of Personnel Management (OPM)
07.2018 - 02.2024
- First Aid Certification
- FEMA
- NASAR (National Association of Search and Rescue)
- WildLife First Aid
- Emergency Care and Safety Institute: Pet First Aid and Disaster Response and Canine CPR.
Bachelor of Science - Human Resources
Geneva College
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