Customer Service Management

SANDRA DENISSE MANTILLA

Highwood, Illinois ***** • ***********@*****.*** • 917-***-****

Solutions-focused, bilingual self-starter seeking to contribute leadership and social services skills toward

supporting a progressive organization in optimizing performance.

KEY COMPETENCIES

• Team Leadership • • Supply Chain Management

Non-Profit Management

• Production, Quality • • Conflict Resolution

Proactive Problem Solver

Assurance

• Customer Service • • Database Management

Strategic Planning

• Accounting & Logistics • • Relationship Building

Staff Training & Motivation

SUMMARY OF QUALIFICATIONS

• Motivated to continuously improve and strengthen existing skills; proactively fostered an intention of

lifelong learning.

• Consistently maintained a calm demeanor in the face of difficulties, and managed multiple projects

while working under pressure in fast-paced environments.

• Demonstrated outstanding problem solving and active listening skills in successfully resolving issues

with tact and ease.

• Fluent in Spanish.

• Computer Proficiency: Microsoft Office Word, PowerPoint, Excel, ROM II (retail operation

management system), System Application Program, SAP.

ACHIEVEMENT HIGHLIGHTS

• Trained, mentored, and supervised a cross-functional team of 40 Sailors on customer service and quality

assurance tactics and 12 sailors to effectively handle ship’s services.

• Played a key role in successfully enhancing profits and facilitated the release of more than $75,000 in

ship’s store revenue to the Morale, Welfare and Recreation Division.

• Flawless Execution of Multiple Training Programs for Supply Division onboard USS Eisenhower

• Provided Exemplary Customer Service to more than 30 work centers onboard Naval warship

• Earned multiple awards and accolades, including Global War on Terror Award; Honorably Discharged

from U.S. Navy; Good Conduct Award U.S. Navy; and Armed Forces Services Medal from U.S. Navy.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION (MBA) 3.56/4.00

UNIVERSITY OF PHOENIX Schaumburg, Il

BACHELOR OF SCIENCE, BUSINESS MANAGEMENT 3.02/4.00

UNIVERSITY OF PHOENIX Online Campus

PROFESSIONAL EXPERIENCE

FREELANCE BOOKING AGENT 2007-Present

WYNDHAM VACATION OWNERSHIP

Successfully contribute to business development by using proactive prospecting techniques to generate new

customers.

Demonstrate high level of self-motivation in taking the initiative to identify, target and capture new business.

Develop and implement exemplary customer service tactics to overcome objections and inspire to rent upgraded

and additional units

SHIP’S SERVICEMAN 2002-2006

UNITED STATES NAVY Norfolk, VA

• Demonstrated strong communication skills in facilitating relationships with vendors to replenish inventory

aboard ships in accordance with goals and objectives.

• Researched, drafted, and authored professional correspondence to customers and vendors, further

illustrating strong writing talents.

• Consistently maintained up-to-date on new technologies and various different computer programs, including

completing a Retail Operation Management (ROM II) Course.

• Trained new recruits from boot camp, and conducted formal training in ship store spaces for different facets

of in-rate/logistical support knowledge and knowledge of basic military requirements

• Ensured 100% of all assets in detachment pack-ups were inventoried and replenished as well as coordinating

the shipping and receipt of critical items

• Streamlined storeroom and inventory processes

• Provided meticulous analysis and revisions of significant documents during a TAD assignment at Defense

Finance and Accounting Services

• Conducted Supply Training, ensuring the Supply Division stay abreast of Ship Board and Aviation Supply

Procedures

• Provided essential Logistics support to Norfolk Ship Support Activity Personnel

• Mentored new recruits to teach them the electronic form of conducting inventory using the electronic

inventory system instead of manually.

• Supervised and trained 5 Junior Sailors directly improving Supply functions onboard Ship. Experience and

passion for Naval Supply System directly impacted the passing of Ship's Supply Management Certification

for FY02

CUSTOMER SERVICE & RELATIONS 2001-2002

JC PENNEY Queens, NY

• Contributed information gathering, needs assessment, and analytical skills toward effectively and

diplomatically responding to issues for timely resolution.

• Actively collaborated with team members in driving projects, daily operations, and scheduling to

meet critical timelines, specifications, and goals.

• Played vital role in sustaining and growing business by consistently delivering exceptional

customer service.

VOLUNTEER ACTIVITIES

Family Readiness Group President

• Launched a successful marketing plan to expand client base by cultivating clients, including sailors

and families, as well as enhancing the Morale, Welfare, and Recreation Division.

•

Established policies, assigned responsibilities, and prescribed procedures for interactions with

Family Readiness Groups (FRGs).

Exhibited solid financial abilities in managing and budgeting events for FRG Activities.

Contributed dynamic leadership skills in supervising other members and recruiting new

members.

Organizer - Countless Fundraising Events at Military Installations and Commands.

Guest Speaker - Many events including Farewell Events, Reenlistments, and Indoctrination

Ceremonies.

• Served as a guest speaker at ten events including indoctrination (onboarding) for the sailors and various

family functions with civilians

•

Committed Volunteer - Traveled Overseas to Eastern Europe with Global Teens 2001 to

facilitate development of impoverished children initiatives.

PROFESSIONAL REFERENCES

Divina Dualan Johnson

Logistics Specialist United States Navy (Retired)

Norfolk, Virginia

Office: 757-***-****

Wanda Rodriguez-Boyd

Information Solutions Specialist United States Navy (Retired)

Cell: 757-***-****; Home: 704-***-****

Timothy Russell

United States Navy (Retired)

Norfolk, Virginia

Cell: 757-***-****

PERSONAL REFERENCES

Donald “Doc” Massard

Technical Recruiter Northrop Grumman

Virginia Beach, Virginia

Cell- 757-***-****; Office- 757-***-****

***.*******@*****.***

Mrs. Debreshia Velez

Active Church Member, Norfolk Potter’s House

Norfolk, Virginia

Cell- 757-***-****

Contact this candidate