Yyyyyy x. yyyyyy

Address:                                              0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone:                                                 Homexxx-xxx-xxxx   Mobile xxx-xxx-xxxx

Email:                                                  abc@xyz.com

Social Security Number:                      141-42-8828

Citizenship:                                          United States of America

Veterans Preference:                            N/A

Registered for Selective Service:          Yes

 

Vacancy Posting:                                 ECA-2009-0126                                                            

Position:                                              GS-0301-09/11:  Program Specialist

 

KSA QUESTIONS

1. Please provide examples of your qualifying experience which supports your response. 

 

I offer at least 1 full year of specialized experience, knowledge, skills and abilities qualifying me for this Program Specialist position at a minimum GS-07 level.  In particular, I offer a combined background of Program Management in both educational and client-focused, service-oriented environments as well as extensive experience in multi-cultural, overseas settings and a degree in Foreign Affairs; I believe this unique combination of qualifications makes me particularly suitable for supporting you in achieving your objectives.

 

Launching my career in the educational field as a TOEFL and English Conversation Instructor at Hosei University in Japan, one of my roles was to collaboratively facilitate student participation in Study Abroad Programs.  During close to a decade in Japan, I was also a Business English Instructor, spearheading, coordinating and delivering dynamic International Programs focused on preparing professionals for international business trips as well as presenting Classroom Instruction in English vocabulary, listening comprehension, speaking, written/oral presentations, negotiations, selling, skills, business writing, and business English.  Since returning to the United States, I have built a progressive career largely focused on managing Customer Service and Retention Programs, where I have been highly successful in devising, developing and executing a broad range of programs targeted toward boosting market leveraging, building customer loyalty and retention and maximizing revenue performance.

 

I offer solid research, information gathering and analysis skills that have proven instrumental to clearly evaluating market data, demographics and statistics and defining strategic action plans.  I have also consistently demonstrated a talent for proficiently creating and implementing results-oriented, solutions-focused operational principles, policies, and methodologies, and am well-versed in cost-effective budgeting practices.

Complementing this, I possess exceptional communication and presentation skills and am adept in spearheading negotiations.  I also offer comprehensive administrative and managerial experience.  Further, I consistently demonstrate a commitment to ongoing professional development, and have completed a broad range of programs including studies through the School for International Training in Berlin, Germany as well as many computer/IT solution and managerial courses.

 

KSAs C Page 1 of 3

 

Yyyyyy x. yyyyyy                                              KSAs C Page 2 of 3

 

2. Give an example of a personal or work situation in which you successfully adapted your behavior in response to new information, changing conditions, or unexpected obstacles:

 

As a Manager, I have been routinely faced with the challenge of effectively adapting to and accommodating changing conditions and obstacles in order to maximize operational and financial performance.  For instance, in my most recent position as a Customer Service and Retention Manager I identified inefficiencies and poor performance within our subscriber retention program.  In response, I successfully designed and launched innovative outbound calling strategies that substantially increased direct customer contact and resulted in a solid increase in retaining clients and boosting bottom-line revenue. During this timeframe, I also noted a trend of increasing outstanding receivables.  To promptly resolve this issue, I introduced a check-by-phone payment option and led a proactive collection campaign boosting performance to 95% successful collection rate.

 

I have also proven myself highly proficient in using new information to enhance business results.  As an example, in a Supervisory capacity, 2006-2007, I effectively applied new data regarding consumer purchasing power and spending habit demographics toward developing and executing a profitable customer loyalty program.

3. Please provide specific details about your education and/or experience with program management techniques.

 

I am highly proficient in steering programs from creation and roll out through development and ongoing management.  As an example, I spearheaded the introduction of and currently head our company s Retention Program, taking the initiative from conceptual development to a viable program generating positive results. Components of this program range from hiring, training and directing staff and establishing operational policies and procedures to analyzing performance and developing solutions-focused strategies for improving outcomes.  I have also steered a dynamic Incentive Program that has proven instrumental to achieving high levels of client satisfaction and retention and increasing revenue. Prior to that, while a Retention Supervisor with The Morning Call, I drove our Quality Training Program as member of a Transition Team supporting development of an off-shore outsourcing initiative.

 

Dating back to my earlier career as a Business English Instructor working in Japan, I successfully developed and delivered highly-effective programs focused on preparing executives for international business trips.  During this time, I was also instrumental in facilitating our student Study Abroad Program as a TOEFL and English Language Instructor at Hosei University.

 

My academic background, which includes a Bachelors in Foreign Affairs as well as ongoing professional development, has encompassed diverse areas of management, including effective strategies for steering successful programs. 

 

 

Yyyyyy x. yyyyyy                                              KSAs C Page 3 of 3

 

4. Describe a specific situation where you exercised good judgment. Provide details about the situation and how you resolved it.

 

As Retention Supervisor with the Morning Call, I clearly identified a business loss trend originating primarily from a decrease in existing client retention.  Serving as a Member of our Bias Committee, I applied sound judgment and decisive leadership skills toward addressing this issue by designing, administering and analyzing a customer service survey.  Through this survey, I was able to determine a strong perception of editorial bias across our customer base.  In response, I was able to recommend and implement targeted solutions to overcome this perception and ultimately generate a solid increase in client retention.

 

Earlier in my career as a Customer Service Manager, I applied sound judgment and a sharp business acumen toward determining, addressing and resolving operational inefficiencies that were negatively impacting our bottom-line performance in servicing 41K clients.  For example, I strategically reorganized Districts under my leadership to streamline our workforce and reduce operating costs, while concurrently boosting quality of service and subsequently driving profit growth.  I also maximized use of human resources by creating and implementing innovative cross-training and skill set development programs.

 

More recently as a Customer Service and Retention Manager, I have capitalized on sound judgment to initiate change and improve business performance.  As one of many examples, I was able to tap into new revenue development channels by spearheading a collaborative initiative with an outside vendor to re-conceptualize and update our direct mail program, with a focus on capturing business of populations who had recently relocated to our target market.