Summary
Overview
Work History
Education
Skills
Languages
Phone Numbers
Timeline
Generic

Penelope Angela Thomas

Saint Paul

Summary

Serve as primary advisor to the USAID Mission Front Office and to all strategic objective teams for human resources and other administrative matters. Participate in the design and review of administrative/logistical components of development assistance activities. Develop and monitor administrative budget for the Mission in coordination with the Controller. Create contingency multi-year budget strategies and serve as a resource to the Program and Technical Officers in the formation of their budgets. Prepare overview of administrative budget for Mission report to congress and obligate/de-obligate administrative funds, as required. Serve as USAID’s liaison with the Embassy GSO, HR and Management Officer to improve post policies in accordance with USG regulations (provided updates to the Locally Employed Staff Handbook, the local compensation plan, the housing handbook and the new Motor pool policy). Possess strong knowledge of federal rules, regulations and guidelines concerning management issues. Lead the EXO team in an effort to develop customer service standards for the Mission, which will significantly increase Mission productivity and efficiency. Promote and lead EXO staff development initiatives which will enhance the professional growth and program impact for the entire USAID Mission. Lead the Mission's Executive Office to support and enable a Colombia more capable of successfully implementing a sustainable and inclusive peace process. Streamline Mission structures and strengthen working relationships between technical and support offices to advance USAID/Colombia's ability to meet development objectives. Develop/monitor internal management systems and procedures ensuring efficient and proper use of government resources.

Proficient operations professional with extensive experience overseeing business operations. Highly skilled at leading employees while promoting and encouraging growth.

Exceptional leader experienced in creating and integrating business plans, strategies and procedures. Dedicated to setting goals focused on performance and growth.

Driven Chief Operations Officer experienced in managing business operations and team members. Dedicated to increasing brand awareness and building loyal customer bases while identifying ways to boost profitability.

Dedicated operations specialist well-versed in establishing policies while promoting the company's vision.

Talented Chief Operations Officer accomplished in generating substantial profitability and revitalizing operations with forward-thinking mentality. Successful at cultivating results-driven culture and motivating employees to continuously boost company results. Expertise includes risk management, best practices implementation and company-wide policy development.

Driven leader experienced in assisting executives in raising funds for various projects and activities. Dedicated to building long-lasting relationships with business partners. Skilled at maximizing client bases, enhancing performance and increasing efficiency.

Astute Chief Operations Officer possessing knowledge of strategic planning and business development. Skilled at analyzing business metrics and data to produce a business overview.

Chief Officer with several years of company oversight. Committed to cost-effective resource management and performance quality to achieve successful outcomes. Promotes accountability and sets measurable goals to maximize staff productivity.

Seasoned Chief Operations Officer experienced in monitoring employee performance through data analysis and business metrics. Highly skilled at creating and producing reports for management review to help increase operational efficiency.

Overview

2017
2017
years of professional experience

Work History

Chief Operations Officer

United States Agency for International Development
Washingto
02.2013 - 08.2016
  • Company Overview: Office of Management Services, Overseas Management Division (M/MS/OMD)
  • Serve as the principal advisor to the M/MS/OMD Division Chief regarding all EXO administrative personnel and general management issues to support USAID Mission operations overseas.
  • Coordinate the workforce planning, recruitment, training and assignment process for EXOs.
  • Provide mentoring and performance management advice to field EXOs, their Supervisors and Mission Management.
  • Supervise, guide, mentor and counsel new USAID Foreign Service Career Candidate Corps (C3) staff.
  • As the senior EXO advocate in M/MS/OMD for field EXOs, inform the field of key Agency management initiatives and articulate their concerns and suggestions to USAID Senior Leadership.
  • Serve as the Agency’s Foreign Service ICASS authority and represent USAID on the interagency ICASS Working Group (IWG).
  • Serve as a member of the USAID-DOS (Department of State) Joint Management Board Implementation Committee (JMB-IC) created to improve overseas administrative management services.
  • Act as the main point of contact on the Agency’s overseas management operations including securing mission coverage during anticipated and unforeseen gaps in EXO staffing.
  • Liase with senior level contacts in the Management Bureau, Mission Directors, Deputy Directors, geographical Bureau Deputy Assistant Administrators (D/AA’s) and managers of various offices within the DOS.
  • Strengthen and support USAID management platforms overseas.
  • Participate in the development and implementation of training sessions for USAID/foreign service personnel as Backstop Coordinator for EXO’s worldwide.
  • Support EXO Foreign Service Officer staffing assignments, training and staff development activities, training rotations, and evaluations that support USAID goals and priorities to deliver foreign assistance.
  • Manage challenging counseling situations related to a wide range of EXO issues, including equal opportunity, career development, performance planning, onward assignments.
  • Office of Management Services, Overseas Management Division (M/MS/OMD)
  • Developed strategic plans to enhance operational efficiency across international projects.
  • Coordinated interdepartmental communication to streamline project execution and resource allocation.
  • Managed risk assessments to ensure compliance with regulatory standards and policies.
  • Oversaw budget planning and financial management for program implementation initiatives.
  • Facilitated training sessions to empower staff in best operational practices and methodologies.
  • Collaborated with stakeholders to align objectives and improve service delivery models.
  • Analyzed program performance data to inform decision-making and strategic adjustments.
  • Implemented process improvements to enhance responsiveness in project management frameworks.
  • Negotiated contracts to secure extensions and preserve optimal leadership.
  • Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
  • Served as strategic advisor and functional expert on critical strategic and operational matters.
  • Orchestrated short and long range strategic plans to direct financial progress of business.
  • Maintained productive relationships and communication channels across organization.
  • Reviewed, analyzed and interpreted financial statements.
  • Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
  • Prepared financial reports, including budgeting, profit and loss and legal analysis.
  • Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.
  • Guided business to success by leveraging experience through management positions.
  • Developed analytical assessments to make crucial decisions on pending projects.
  • Authored constructive business plans and led facility expansion projects, leading to rapid growth.
  • Increased customer satisfaction and streamlined business processes and procedures.
  • Utilized effective communication and active listening to meet customer service standards.
  • Promoted development of technology to produce roadmap of internet based, cost effective resources.
  • Developed operational policies and processes, guaranteeing staff maintained compliance with federal, state and local laws and regulations.
  • Optimized sales and reduced overhead costs resulting in increased profitability.
  • Fostered proactive attitude and future-focused thinking among staff in fast-paced environment.
  • Revamped internal procedures into clearly defined structure, resulting in higher quality services and cost reductions.
  • Achieved client satisfaction rate throughout range of services offered.
  • Increased brand awareness by integrating brand development strategies into business model.
  • Monitored outcome measures, program outcomes and performance improvement.
  • Maximized utilization throughout numerous business departments.
  • Spearheaded business initiatives securing multiple multi-year contracts.
  • Ensured compliance with applicable laws and regulations regarding operations activities.
  • Generated detailed reports on progress towards meeting operational goals for review by senior management team.
  • Conducted regular reviews with employees at all levels of the organization in order to ensure alignment with overall strategy.
  • Developed and implemented operational strategies to reduce costs, improve efficiency and maximize profits.
  • Analyzed operational data to measure performance against key metrics and identify areas for improvement.
  • Created policies and procedures that improved customer service levels while reducing costs.
  • Collaborated with senior management team on strategic planning initiatives related to long-term growth of the organization.
  • Monitored trends within industry in order to anticipate changes in market conditions that could affect profitability.
  • Established goals for each department in order to meet organizational objectives.
  • Performed root cause analyses when issues arose in order to determine underlying causes and develop corrective actions.
  • Developed relationships with vendors to negotiate favorable contracts for goods or services needed by the organization.
  • Identified potential risks associated with operations activities, then developed mitigation plans as needed.
  • Oversaw the planning, development and implementation of new processes and procedures to increase productivity.
  • Provided leadership, direction and guidance to department heads in support of company objectives.
  • Reviewed customer feedback reports to identify areas where additional training or resources were needed.
  • Maintained up-to-date knowledge of best practices within field of operations management.
  • Served as an escalation point for customers who had unresolved issues or complaints about products or services provided by the organization.
  • Evaluated existing operations systems to identify opportunities for improvement or streamlining.
  • Managed the daily operations of a multi-million dollar business, including budgeting, forecasting and financial analysis.
  • Established plans to address productivity, operational performance and staff retention and satisfaction.
  • Maximized profits through reducing expenditures and evaluating prices.
  • Delivered speeches and attended industry conferences to promote company image and engage with buyers.
  • Established policies that promote company culture and vision through proper communication channels.
  • Oversaw daily operations across multiple departments, ensuring alignment with strategic objectives.
  • Drove performance measures for the operation, including a focus on continuous improvement.
  • Directed the development of budgets and financial plans, ensuring compliance and fiscal responsibility.
  • Fostered an environment of continuous improvement, encouraging innovation and efficiency.
  • Coordinated major project initiatives from planning through to execution, ensuring timely completion.
  • Implemented effective solutions to resolve operational problems and mitigate operational risks.
  • Ensured all operations complied with legal and regulatory requirements.
  • Enhanced operational systems, processes, and best practices for greater efficiency.
  • Chaired meetings to discuss strategic initiatives and operational issues.
  • Spearheaded the development and integration of operational best practices.
  • Managed relationships with partners and vendors to align with company goals.
  • Contributed to the recruitment, training, and retention of top talent, enhancing organizational capability.
  • Hired, trained, and mentored staff members to maximize productivity.
  • Led the design and implementation of business strategies, plans, and procedures.
  • Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
  • Executed on-time, under-budget project management to adhere to project road map.
  • Implemented strategic offerings to enhance company's suite of products and services.
  • Optimized supply chain to reduce materials costs and improve distribution.
  • Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Created program to promote new managers from within, leading to cohesive leadership structure.
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Fostered collaboration and development of new practices by business leaders.
  • Hired, trained and mentored sales and marketing staff dedicated to employing Google AdWords, Google Analytics, and other SEO techniques and metrics sources.
  • Worked with the Office of Security to file amendments and achieve compliance targets.

Regional Supervisory Executive Officer

United States Agency for International Development
08.2010 - 01.2013
  • Company Overview: USAID/Dominican Republic/Jamaica/Guyana/Barbados
  • Served as an active member of USAID’s Senior Management Team as Regional Executive Officer for four Missions and as the primary advisor to the Mission Directors on all administrative matters.
  • Negotiated, awarded and administered the procurement of goods and services and contracts up to $100,000 and $1 Million for USPSC contracts.
  • Implemented the consolidation of services at post and minimized the negative impact on staff morale by devising a favorable comprehensive plan for USAID employees transferring to the Embassy.
  • Worked on several projects with the Embassy GSO, HR and Management Officer to improve post policies in accordance with USG regulations (provided updates to the Locally Employed Staff Handbook, the local compensation plan, the housing handbook and the Motor pool policy).
  • Improved administrative efficiencies in all four Regional Missions.
  • Empowered EXO sections chiefs to identify problems and propose solutions thereby improving their leadership and management skills.
  • Conducted cross training sessions on all EXO related matters with Administrative representatives from all four Regional Missions.
  • Lead administrative procedures for closing USAID/Guyana in accordance with ADS regulations by working in close collaboration with the Regional Bureau for Latin America and the Caribbean, the Embassy and the Overseas Management Division (M/MS/OMD).
  • USAID/Dominican Republic/Jamaica/Guyana/Barbados

Chief Administrative Officer

United States Agency for International Development
06.2008 - 06.2010
  • Company Overview: USAID/Bangladesh
  • Served as an active member of USAID/Bangladesh’s Senior Management Team and primary advisor to the Mission Director on all administrative matters.
  • Served as the Acting Deputy Mission Director during the absence of the incumbent deftly solving a series of programmatic, financial and administrative personnel matters.
  • Led USAID space enhancement project with the Embassy GSO, OBO, M/MS/OMD, Asia Bureau, Embassy HR staff and the Management Officer to hire and accommodate new USAID staff members in preparation for receiving funding for new presidential initiatives (Feed the Future).
  • Served as led Administrative Officer in preparation for the Administrator’s visit to USAID/Bangladesh.
  • Empowered EXO sections chiefs to identify problems and propose solutions thereby improving their leadership skills.
  • USAID/Bangladesh

Chief Administrative Officer

United States Agency for International Development
08.2005 - 04.2008
  • Company Overview: USAID/Mali
  • Served as an active member of USAID/Mali’s Senior Management Team and primary advisor to the Mission Director on all administrative matters.
  • Supervised the largest team in the Mission (32 full-time EXO staff members and 2 full-time Acquisition and Assistance staff members).
  • Negotiated, awarded and administered procurement of goods and services and contracts up to $100,000 and $1 Million (USPSC contracts) and $5 Million (Commercial items).
  • Served as Acting Deputy Mission Director for three months by deftly solving a series of critical issues and crisis arising from severe budget cuts in both operating expense and program levels.
  • Orchestrated a Reduction in Force (RIF) and minimized the negative impact on Mission staff morale by devising and implementing a training plan for Mission employees, arranging individual counseling sessions and contracting an outplacement service firm for departing employees in order to enhance their skills and give them a competitive advantage in the job market.
  • Worked on several projects with the Embassy GSO, HR and Management Officer to improve post policies in accordance with USG regulations (provided updates to the Locally Employed Staff Handbook, the local compensation plan, the housing handbook and the Motor pool policy).
  • Improved administrative efficiencies in the USAID/ Mali Mission.
  • Empowered EXO sections to identify problems and propose solutions thereby improving their own leadership skills.
  • Served as FSN advocate with the Embassy on a series of FSN personnel matters (severance benefits for transferred employees, pay increases, RIF rules) ensuring that all riffed employees transferred to the Embassy were able to retain all accrued benefits with USAID in spite of their transfer status.
  • Worked in close collaboration with State counterparts to establish a joint USAID-State overseas administrative management consolidation plan.
  • Served as ICASS Council Chair and provided ICASS Council training to all members. Also served as an active and respected member of the ICASS Council, calling all stakeholders to accountability for providing improved services.
  • Worked with USAID/Mali Controller to restructure the Mission support costs allocation system to maximize the allowable use of program resources where consistent with Agency policy and reduce operating expense needs.
  • Orchestrated key planning and coordination of USAID/Mali’s move to New Embassy Compound (NEC).
  • Served as TDY EXO to USAID/Kenya, East Africa, Sudan Field Office and OFDA.
  • Received two Meritorious Honor Awards for role in Reduction in Force and smooth move to NEC.
  • USAID/Mali

Deputy Executive Officer

United States Agency for International Development
06.2003 - 07.2005
  • Company Overview: USAID/Egypt
  • Supervised C&R and Information Resource Management Teams.
  • Served as ICASS Working Group Chair.
  • Worked in close collaboration with Shared Services Study (SSS) team to determine which services to consolidate at post (USAID/Egypt was one of 4 pilot posts for SSS study).
  • Successfully organized a joint USAID/State conference on Managing Assistance in high-threat countries with Deputy Secretary of State and USAID Administrator.
  • Assisted EXO in preparation of annual procurement plan.
  • Developed USAID/Egypt’s action plan to correct findings on RIG audit of USPSC’s.
  • Completed FEI Emerging Leadership Course.
  • Served as TDY EXO to USAID/Morocco and USAID/Nepal.
  • USAID/Egypt

Executive Director

Service and Development Agency (SADA)
08.1996 - 04.2001
  • Ensured Program Management of SADA/Washington (SADA headquarters) and field offices.
  • Reviewed and analyzed SADA/Washington’s program expenditures against approved annual budget to prevent cost overruns.
  • Prepared/revised annual project budgets.
  • Submitted monthly project reports to the Executive Director.
  • Traveled to overseas field offices, as required, to monitor projects.
  • Translated business documents from English to French and from French to English.
  • Represented SADA at various meetings (State Dept., United States Agency for International Development (USAID) and other Private Voluntary Organizations (PVO’s)).
  • Prepared, reviewed and revised project proposals for submission to potential donors.
  • Provided backstopping and assistance to overseas field offices in Haiti and South Africa.

Program Manager/Central and West Africa Region

Africare, Inc.
03.1994 - 07.1996
  • Company Overview: Washington, D.C.
  • Provided backstopping and assistance to Regional Director and overseas field offices.
  • Managed seven active country programs and several new program initiatives.
  • Assisted Regional Director with orientation of new staff and travel/transport arrangements for staff and commodity items.
  • Reviewed incoming communications from the field regarding different projects to recommend and help follow through on needed actions from the Regional Office and other Africare/Washington staff (finance, travel, personnel).
  • Provided written weekly reports to the Regional Director, Director of International Development and Executive Director.
  • Submitted project reports and up-to-date financial statements to donors.
  • Translated business documents from French to English and English to French.
  • Reviewed projects proposals from the field and prepared summary outlines for presentation to Africare Senior Management Staff.
  • Reviewed/analyzed in-country expenditures related to specific projects.
  • Prepared/revised annual administrative and project budgets.
  • Served as Administrative Officer for Africare/Mali from June to Dec 1995.
  • Washington, D.C.

Bilingual (Spanish/English) Customer Service Assoc

Minnesota Mutual Life Insurance Company
Saint Paul
08.1991 - 11.1993
  • Company Overview: St. Paul, Minnesota
  • Answered 120 or more Spanish/English calls a day from sales prospects and current policy owners.
  • Screened and directed phone calls to the correct person and department.
  • Effectively handled complaints from irate customers while retaining their business with the company.
  • Translated insurance documents from Spanish to English and English to Spanish for the claims, underwriting and legal department.
  • St. Paul, Minnesota
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Recognized by management for providing exceptional customer service.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Peace Corps Volunteer

Gabonese Ministry of Education
06.1989 - 01.1991
  • Company Overview: Gabon, Central Africa
  • Delivered classroom instruction in English as a Foreign Language (TEFL) to 7th, 8th, 9th and 10th graders.
  • Determined extent and scope of curriculum objectives to be covered in each class.
  • Wrote daily and weekly lesson plans in addition to yearly progress reports.
  • Used texts, daily assignments and activities to improve writing, speaking, understanding and reading skills of my students.
  • Provided students with a greater awareness/appreciation for the surrounding environment by researching and utilizing community resources and adapting teaching materials to local culture.
  • Devised and utilized a variety of teaching approaches including student role playing exercises, group presentations and visual aids to enhance interest in English.
  • Maintained accurate and confidential records on student's performance.
  • Tested and evaluated student's performance for matriculation into next grade level.
  • Established first Gospel Choir at my local church where I was responsible for leading musical events in French, English and the local dialect of the region (Fang).
  • Obtained funds from my church in the United States to secure choir uniforms.
  • Gabon, Central Africa

Chief Administrative Officer

United States Agency for International Development
  • Company Overview: USAID/Colombia
  • Serve as primary advisor to the USAID Mission Front Office and to all strategic objective teams for human resources and other administrative matters.
  • Participate in the design and review of administrative/logistical components of development assistance activities.
  • Develop and monitor administrative budget for the Mission in coordination with the Controller.
  • Create contingency multi-year budget strategies and serve as a resource to the Program and Technical Officers in the formation of their budgets.
  • Prepare overview of administrative budget for Mission report to congress and obligate/de-obligate administrative funds, as required.
  • Serve as USAID’s liaison with the Embassy GSO, HR and Management Officer to improve post policies in accordance with USG regulations (provided updates to the Locally Employed Staff Handbook, the local compensation plan, the housing handbook and the new Motor pool policy).
  • Possess strong knowledge of federal rules, regulations and guidelines concerning management issues.
  • Lead the EXO team in an effort to develop customer service standards for the Mission, which will significantly increase Mission productivity and efficiency.
  • Promote and lead EXO staff development initiatives which will enhance the professional growth and program impact for the entire USAID Mission.
  • Lead the Mission's Executive Office to support and enable a Colombia more capable of successfully implementing a sustainable and inclusive peace process.
  • Streamline Mission structures and strengthen working relationships between technical and support offices to advance USAID/Colombia's ability to meet development objectives.
  • Develop/monitor internal management systems and procedures ensuring efficient and proper use of government resources.
  • USAID/Colombia

Chief Administrative Officer

United States Agency fir International Development
  • Managed administrative operations for international development projects and initiatives.
  • Coordinated cross-departmental communication to enhance project efficiency and collaboration.
  • Oversaw budgeting processes to ensure alignment with agency goals and regulations.
  • Served as a liaison between colleges and universities, high schools, community and professional organizations, offices across the agency and interagency partners. Initiated, conducted, and coordinated outreach events such as seminars and speaking engagements, classroom lectures, panel discussions, hosted virtual webinars, maximized technology and social media channels to engage with the public to expose students to USAID's mission and work around the world, to help students prepare for potential candidacy in the USAID Foreign Service and Civil Service, facilitate deeper understanding within academia of USAID's role in international development, and to build a broader constituency for USAID programs in general. Drew from deep expertise gained in leadership positions overseas in order to serve as an authoritative source of information on career paths at USAID, competencies required for success at USAID, and areas of mutual interest between USAID program staff and academia.

Education

Diplôme de Traducteur Commercial -

L'Alliance Française de Paris
France

Bachelor of Arts - French and Spanish

St. Olaf College
Northfield, Minnesota

Skills

  • 10 years of demonstrated management/leadership experience and skills
  • Team building
  • Effective communication
  • Problem solving
  • Operational efficiency
  • Corporate administration
  • Cross-department collaboration
  • Stakeholder engagement
  • Budgeting and finance
  • Organizational development
  • Multi-site operations
  • Benchmarking
  • Performance optimization
  • New business development
  • Team bonding
  • Business analysis
  • Operational excellence
  • Human resources
  • Organizational leadership
  • Project management
  • Employee training
  • Performance management
  • Customer service
  • Risk assessment
  • Strategic planning
  • Contract negotiation
  • Budget management
  • Workforce planning
  • Demonstrated ability to raise funds from a range of private and public sources
  • Demonstrated experience in budgeting and financial oversight
  • Experience working with a board of directors or similar governing body
  • Working knowledge of the field of domestic and international human rights and human rights advocacy
  • Demonstrated experience in developing and implementing strategic plans
  • Demonstrated experience with and commitment to diversity, intercultural development, and anti-racism work in the workplace
  • Strong written and verbal communication skills
  • Proven ability to set goals and achieve results within an organizational setting
  • Ability to identify issues and opportunities, balance multiple priorities, and solve problems
  • Ability to coach and mentor individuals with diverse talents and varying levels of experience

Languages

  • French, Fluent (reading, writing, speaking (FSI 3+))
  • Spanish, Fluent (reading, writing, speaking (FSI 3/3))

Phone Numbers

+1 202 216-6213 ext. 4184, +57 310 228-5449

Timeline

Chief Operations Officer

United States Agency for International Development
02.2013 - 08.2016

Regional Supervisory Executive Officer

United States Agency for International Development
08.2010 - 01.2013

Chief Administrative Officer

United States Agency for International Development
06.2008 - 06.2010

Chief Administrative Officer

United States Agency for International Development
08.2005 - 04.2008

Deputy Executive Officer

United States Agency for International Development
06.2003 - 07.2005

Executive Director

Service and Development Agency (SADA)
08.1996 - 04.2001

Program Manager/Central and West Africa Region

Africare, Inc.
03.1994 - 07.1996

Bilingual (Spanish/English) Customer Service Assoc

Minnesota Mutual Life Insurance Company
08.1991 - 11.1993

Peace Corps Volunteer

Gabonese Ministry of Education
06.1989 - 01.1991

Chief Administrative Officer

United States Agency for International Development

Chief Administrative Officer

United States Agency fir International Development

Diplôme de Traducteur Commercial -

L'Alliance Française de Paris

Bachelor of Arts - French and Spanish

St. Olaf College

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Penelope Angela Thomas