SEMENCE BONANE

4660 Autumn Glory way Chantilly, Virginia, 20151| 301-281-3092 | Sbonane@gmail.com

“RESOURCEFUL HUMAN RESOURCE MANAGEMENT PROFESSIONAL W/ 9+ YEARS OF EXPERIENCE ”

ROBUST SKILLS IN ✔ MANAGEMENT DEVELOPMENT✔ CONFLICT RESOLUTION TACTICS✔

HR Management professional with clear focus on meeting and exceeding organizational targets while maintaining compliance and
employee satisfaction. Driven to maximize resource utilization and boost performance with proactive strategies. History of
enhancing collaboration and controls across all areas of company operations. Diplomatic in building consensus and driving
competitive growth with high-quality candidates. Talented in key HR and business functions, spanning employee hiring, training,
development, and retention-promoting relationship building, negotiation, planning and program management abilities.

SKILLS & EXPERTISE

 Technical Troubleshooting
 Hardware Upgrades
 Service Desk Support
 Hardware Diagnostics
 Software Upgrades
 Hardware Configuration
 Data Management
 Relationship Building
 Project Planning
 Benefits Administration
 Confidential Document Control
 Project Management
 Employment Services
 Payroll
 HR Policy/Procedure
Development

PROFESSIONAL EXPERIENCE
TIER-1 SUPPORT SPECIALIST | APR 2019-PRESENT
DEPARTMENT OF HOMELAND SECURITY: U.S. CUSTOMS AND BORDER PROTECTION, WASHINGTON, DC
Supervisor: Rita Jackson Tel: 71-363-1810 Okay to contact this Supervisor: Y

Deliver timely and accurate responses to inquiries from tourists around the globe regarding the applications developed and managed
by Department of Homeland Security U.S. Custom Border Protection to facilitate in re-entry, visa renewal services, and other travel
and immigration related topics. ( EVUS, EST A, TTP (Global Entry, Fast Sentri, and Nexus).

RESPONSIBILITIES:
 Integral in collaborating with divisional commanders to maintain consistency in all operations and responses from the U.S.
Custom Border Protection.
 Relentless pursuit in forecasting and responding to customer service emails within standard window for optimal response using
U.S. Custom Border Protection-approved response template language.
 Effectively Analyze and escalate inquiries that have no preapproved template language approved by U.S. Custom Border
Protection.
 Key driver for consulting via telephone to understand user problems, run thorough testing scripts, and ask probing questions to
locate root causes to help clarify U.S. Custom Border Protection policies and procedures.
 Critical in maintaining composure and patience in face of difficult customer situations, applying de-escalation techniques and
positive customer support by filing claims with Department of Homeland Security.
 Co-ordinate the transfer of any reportable communications to the appropriate departments.

BENEFIT PROGRAMS SPECIALIST II | MAY 2016-PRESENT

FAIRFAX COUNTY DEPARTMENT OF FAMILY SERVICES, FAIRFAX, VA
Supervisor: Kelia Abbasi Tel: 571-338-1829 Okay to contact this Supervisor: Y

Conducted in-depth interviews to regulate initial and ongoing eligibility of clients for public assistance programs; Medicaid,
Supplemental Nutrition Assistance Program (SNAP), and/or Temporary Assistance for Needy Families (TANF). Corresponded
forms of automated technology such as SPIDER, PRODAGIO, ONENOTE, FOCUS, SPARK, MMIS, ADAPT, VACMS, SAVE,
and SVES to document, obtain, and verify information, and to generate reports.

RESPONSIBILITIES:
 Successfully guided clients by assisting with gathering of information necessary to establish eligibility and interpret overly
complex federal, state, and local policies to clients, service providers, attorneys, the public, and other interested parties.
 Executed the movement and discussion of health care coverage and reform policy issues, including emerging legislation and
legislative debates.
 Steered comprehensive assessment of medical and financial needs to warrant the client's needs are met.
 Advocated for families and individuals in obtaining services (mental health, mental retardation, alcohol and drug, housing
referrals, financial assistance, skills training, medical services).
 Spearheaded needs assessment of clients to aid in making appropriate referrals to other services.

LIFE ENRICHMENT ASSISTANT/CONCIERGE | MAR 2014-OCT 2017

SUNRISE SENIOR LIVING, OAKTON, VA
Supervisor: Bora Bisimwa Tel: 571-422-2983 Okay to contact this Supervisor: Y

Documented uncommon occurrences to facilitate adequate, thorough information sharing with the residential provider or family
(such as seizures, maladaptive behaviors, incidents/accidents). Accompanied people to appointments and community activities,
ensuring engagement and safety. Greeted potential residents, families, and visitors while managing both external and internal calls.

RESPONSIBILITIES:
 Implemented an overview of community information inquiries in funding of the marketing and sales efforts.
 Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
 Co-ordinated in planning and conducting outings, and development of services strategy.
 Conducted weekly meetings with directors and assessed and advocated resident needs; recommended solutions and strategies to
improve resident care and satisfaction.
 Counseled residents at retirement community and assisted living facility, liaising between residents and community programs
and organization.

HUMAN SERVICE WORKER II /EMPLOYMENT SPECIALIST | NOV 2014-JUN

2015
FAIRFAX COUNTY DEPARTMENT OF FAMILY SERVICES, FAIRFAX, VA
Supervisor: Kellan Graves Tel: 571-451-3286 Okay to contact this Supervisor: Y

Devised and implemented customer access to supportive services, social services, training, education, and employment services,
job search mechanics, job search techniques, resume writing, and interview skills. Fostered on-the-job provisions, acted as a liaison
and advocate, and provided ongoing follow up and support to both the individual and the employer, as necessary.

RESPONSIBILITIES:
 Maintained ethical conduct concerning confidentiality, dual relationships while delivering exceptional customer service.
 Administered and coordinated Virginia Serious and Violent Offender Reentry (VASAVOR) program.
 Entrenched and managed a caseload of 60+ active at-risk clients and provided case management services for each; obtained
proper documentation, and updated case notes.
 Spearheaded comprehensive assessment of medical and financial needs to develop a plan of service to meet the client's needs.
 Advocated for individuals in obtaining services (mental health, mental retardation, alcohol and drug, housing referrals, financial
assistance, skills training, medical services) while advising clients to identify and address barriers to employment.
 Liaised Family Social Service case managers in assisting clients with SNAP, TANF, MEDICAID, and CHILD CARE.

HUMAN RESOURCE RECRUITER| FEB 2014-NOV 2014

LSG SKY CHEFS, DULLES, VA
Supervisor: Lynn Tel: 703-577-6810 Okay to contact this Supervisor: Y

Administered HR policies and procedures with employee benefits, wage increases, retirement, etc. Liaison with union employees,
facilitating resolution of employee concerns and administration of Master National Agreement (MNA) grievance procedures.
Helmed with Department of Transportation (DOT) random drug and alcohol testing program and company non-DOT pre-
employment drug testing programs. Supported auditing of clerical activities for accuracy and adherence to standards.

RESPONSIBILITIES:
 Internal: Union and Non-Union Employees in the CSC, Legal, Employee and Labor Relations
 External: Union Representatives, Job Applicants, Recruiters, Regulatory Compliance Officers and Airline Customers Source,
recruit, interview and select quality employees to staff various CSC positions
 Cultivated the development and implementation of personnel policies and procedures and participates in developing department
goals, objectives, and systems.
 Mobilized and conducted new employee orientation to warrant employees advancement/understanding of benefit plans and
enrollment provisions so individuals can make conversant decisions.

HUMAN RESOURCES SPECIALIST | JAN 2011-FEB 2014

KELLER PROFESSIONAL SERVICES, BALTIMORE, MD
Supervisor: Rabiatu Bangura Tel: 301-523-5103 Okay to contact this Supervisor: Y

Developed and maintains effective relationships, provides sound guidance and value-added solutions that guided clients’ success
and growth of their business, and results in high customer satisfaction and retention. Managed assigned book of business to include
complex clients. Ensures all clients receive customized solutions in accordance with internal standards and HR best practices,
prompt issue resolution, and timely follow-up.

RESPONSIBILITIES:
 Interacted with clients to obtain knowledge of business model and drivers, HR activities, priorities, and objectives. Warranting
the use of expertise from a range of human resource backgrounds to meet client needs.
 Developed and delivered modified HR solutions that support and enhance the client’s organizational culture, and labor
practices.
 Advised training to enhance company processes and mitigate liability, prevention of harassment and discrimination, training in
performance assessment, creation of employee manuals & policies, and job description.
 Identified legal and regulatory compliance concerns for employee relations and partners with clients to conduct employee
coaching, counseling, reduction in force decisions, termination analysis, and separation agreements.
 Conceptualized HR, Compensation, EEO, or other Centers of Excellence (COE) and internal partners to resolve challenging
client issues.
 Capitalized formal and informal presentations, including debatable topics or complex ideas in a clear, concise, and logical
sequence at a level appropriate to the audience.
 Built, maintained, and fostered relationships with team members, peers across disciplines, sales managers, and other company
staff members, warranting strategic alignment of communications and services for clients.

EDUCATION
 Master’s in Human Resource Analytics and Management | American University, Washington, DC | Approximately 05/2021
 B.SC. Human Resources Management and Business Management | Towson University MD, Towson, MD | 12/2013
 Associate of Arts in Business Administration | Northern Virginia Community College, Annandale, VA | 05/2010

CERTIFICATES
 SHRM-CP Certification, Society for Human Resource Management | Projected 2021
 Human Resource Professional Certification | George Mason University, Fairfax, VA | 05/2017

SECURITY CLEARANCE
 Public Trust

TECHNICAL SKILLS
 Microsoft Office | Excel | ADP software | PeopleSoft | CareerScope |