James Plummer

**** ******** ***** ***-

***-****

Upper Marlboro, MD 20772

acfega@r.postjobfree.com

OBJECTIVE

To develop and provide customer service management where my experience can

be utilized to improve customer satisfaction and outcomes.

SKILLS

. Microsoft Office Suite

. Windows XP, NT, Millennium

. Typing speed 50 wpm

. Office administrative skills

. Management Leadership Skills

. Retail Management Skills

. Customer Service Management Skills

. Call Center Administration

EMPLOYMENT HISTORY

Riteaid Beltsville, MD

Oct 2013-April 2014

Customer Service/Assistant Store Manager

Led and supervised a team of 10 to 12 customer service representatives in

the day to day operations of a multi-million dollar pharmacy business.

Under my supervision our store was successful in reaching its daily P&L

results consistently. Also was successful in maintaining merchandise

standards according to the POMP manual.

Utilized loss prevention techniques and investigated theft incidents with

outside vendors, leading to prosecution and major savings to the store.

Zimmerman Associates Fairfax, VA

Oct. 2012-Dec 2012

Administrative Assistant/Library Assistant (temporary)

Responsible for maintaining the joint IMF/World Bank Library and under my

tenure was able to remove over 10,000 old books and materials. Also was

responsible for reorganizing thousands of books and materials in numerical

order and assuring that all new books and materials was labeled and placed

on the appropriate shelves.

Hispanic Chamber of Commerce Washington, DC

Jan 2012-June 2012

Administrative Assistant (temporary)

Responsible for all administrative duties such as answering phones, filing,

copying, composing correspondence; and arranging travel arrangements for

the director and staff. Processed all credit card transactions and

reimbursements; and setting up and overseeing conferences.

Systems Integration, Inc Landover, MD

Mar 2003- Feb. 2011 Customer Service Supervisor Call Center

Responsible for the overall supervision of the Transportation Safety

Administration's (TSA) Contact Call Center;

Under my direction I led a team of over 10 telephone and email customer

service representatives in the day to day operations of the call center to

include intake and output of over 2,000 emails and phone calls daily;

maintained a multi-million dollar budget for the purchase of all supplies,

equipment and IT needs for the center; also instrumental in the development

of the annual budget for the center; also provided updates and notices of

security breaches at airports to the Transportation Safety Administration

executives. I also developed a performance plan for employees that

improved employee performance by sixty percent.

Allfirst Bank Washington, DC

Feb. 2000-Sep. 2002

Customer Service Representative/Accounts Manager

Responsible for financial activities for customers such as cashing personal

and payroll checks, account deposits and

withdrawals; opening new account for prospective account holders;

reconciling costumer accounts; and retrieving,

deposits and creating ledger for the commercial night box, and ATM machines

vault.

EDUCATION

. Rockhurst International Continued Education. - February 2006

Management and Leadership Skills for First Time Managers

. Frostburg State University; Frostburg, MD - 80 credit hours, B.S -

Computer Science

. Arch Bishop Carroll High, Washington, DC General Studies, Diploma

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