Customer Service Management

Thomas Maliga ** Dogwood Trace, Atoka, TN *****

******.******@*****.*** • Cellular 901-***-****

Summary

** **** **** *******, ******** over 15 years of experience as a Front Line Supervisor and

Manager. Seasoned leader with a verified track record demonstrating integrity, strong business

ethics, and the energy to influence and build responsive, competitive teams focused on

continuous improvement. Outstanding history of Leadership and Management, with the ability to

increase proficiency, knowledge base and work force motivation. Possess global experience

coupled with a Degree in Bachelors of Business Management. Currently holds Active

Government Security Clearance.

Areas of Expertise

Proven Record as a Leader and Management professional.

• Mentor and train new employees and team members; cross-training to ensure an even

knowledge base.

• Develop and execute work plans and long range schedules designed for the effective use of

the available work force versus mission requirements.

• Able to lead and manage personnel through high stress situations.

Possess a global perspective and is able to communicate effectively with people from all

•

walks of life, regardless of background or racial diversity.

• Assess performance, evaluation written and verbal, counseling, developing professional

development plans to improve/enhance performance of both peers and subordinates.

• Adept working individually and in team environment, providing leadership, guidance, and

technical support, developing new solutions through ongoing maintenance, defect resolution,

and process improvement.

Experience

Navy Personnel Command, Pers-1 Memphis TN 2012 - Present

General Clerk II / Customer Relations Management

(National Sourcing INC. / Civilian)

Customer Service Representative provides highest level of professional customer service

responses and maintains courteous respectful informative answers for all calls. Respond to

customer requests, multi-service customer service inquires, assist in locating Navy members,

receive and track all Selection Board packages, provide records information, transfer customer

calls to appropriate staff, complete call logs and reports and responds to Navy Personnel Detailer

calls. Creates and maintains an atmosphere of trust and confidence in the administration of

policies and procedures for Navy Personnel Command. Consistently adheres to the Privacy Act

1974 safeguarding for Official Use Only and all other sensitive materials.

Naval Personal Command, Memphis TN 2010 to 2012

GWOT Detailer

(USN)

Hand selected as a charter member of GSA (Global Support Assignments)and the OSA

(Overseas Support Assignment) staffing and assignment team and was instrumental in the

formation of business and processes for OCO (Overseas Contingency Operations) assignments.

Developed and instituted functional requirements to allow Senior Navy leadership the ability to

track OSA personnel and capture data for OSA application-specified metrics. Screens members

for security clearance issues, PFA (Physical Fitness Assessment) results, evaluations, PRD

(Projected Rotation Date) time and various other issues. Expertly maintain a comprehensive

database encompassing over 3300 current active duty enlisted OSA (Overseas Contingency

Operation Support Assignments). Support 1000 personnel throughout the OSA assignment

process. Proactively resolved medical and legal disqualifications and reassignments, significantly

reducing the amount of OSA billets returned to USFFC (United States Fleet Forces Command)

for IAMM (Individual Augmentation Manpower Management Sourcing.

USS PONCE (LPD-15), Norfolk VA 2008 to 2010

Leading Quarter Master

(USN)

Senior Quartermaster onboard USS PONCE. Lead an 8 man team in the safe navigation of in

over 3000 miles of underway steaming. Was a key in designing and producing training scenarios that

tested all aspects of safe Navigation and proper ship handling for 3 different watch teams

including both senior and junior personnel. Responsible for the maintenace and preservation for critical bridge equipment and top side areas. Served as Ship's Command Drug and Alcohol

program administrator and facilitated the training and guidance of over 200 newly reported

personnel resulting in a decrease of over 75% for alcohol and drug related mishaps.

Port Liaison Element, U.A.E., Dubai U.A.E. 2007 to 2008

Port Operations Lead

(USN)

Lead and managed a team of 10 personnel, streamlining operational procedures between the US

Navy and various ports inside the country of the United Arab Emirates resulting in 424 ship

visits with 75,000 Sailors and Marines with ZERO port operations discrepancies. Instrumental in

the success of 1,300 mission days, allowing 400 tons of mail, 700 tons of cargo and over 6,000

U.S. servicemen a means to travel in and out of the U.A.E.

Naval Personnel Command, Millington TN 2004 to 2007

New Construction Placement

(USN)

Duties included the management, training and assignment for the manning of the Navy’s newest

precommissioned ships. Maintained a comprehensive data base on the manning and training

requirements of each ship and ensured the right SAILOR was placed in the right job. Was also

responsible for managing Navy and Marine Corps Relief fund drive and the Combined Federal

Campaign with in the Department. Provided weekly update reports from within the department

concerning the status of the fundraising efforts. As Assistant Women in Ships Coordinator

provided rating detailers a real time picture of available placement for women, desiring a sea

billet per command.

USS DOYLE (FFG-39), Mayport FL 1996 to 2004

Leading Quartermaster

(USN)

Responsible for the safe navigation of the ship to include the training of junior Quartermasters

and Senior bridge watch standers. Expertly managed and updated an inventory of over 1600

navigational charts and publications. Acted as the Command Career Counselor for the ship,

guiding the career intentions of a crew of 275 Sailors. Received Navy wide recognition for

retention efforts two years in a row.

Education

Park University, Parkville MO 2012

B.S., Business Management

Awards and Honors: Magna cum laude.

Contact this candidate