Customer Service Security

SUMMARY

Experienced, Multifaceted Transportation Safety Professional with over 25

years combined experience in the areas of Air and Ground Transportation,

Naval Management Systems, Benefits Claims Processing and Customer Service.

Highly organized, dependable and independent, with excellent communication

and leadership skills. Recognized numerous times for outstanding job

performance.

CAREER HISTORY

June 2013 to Present

Road and Rail - San Antonio tx

Assistance Terminal Manager

. Full responsibility and oversight of the 24/7 terminal operations with

SAFETY and ENVIRONMENT being the highest priorities next to financial

stewardship.

. Manage staff of 2 supervisors and 50+employees.

. Manage supervisors to lead, train and develop all employees.

. Ensure customer satisfaction and operational excellence.

. Participate in customer meetings to build relationships.

. Responsible for terminal financial, budgeting and forecasting.

. Maintain and develop safety culture among all employees.

Rail Car Management.

June 2012 to June 2013

Southwest Airlines - Houston, TX

Ramp Coordinator Supervisor

. Observe and practice all safety policies and procedures to maintain

safety of aircraft

. Load and unload customer luggage, airfreight and mail and guide to the

proper terminal

. Operate ground equipment to secure, load and unload aircraft

. Marshall aircrafts in and out of the ramp area

. Responsible for maintaining safety and security of crew, passengers,

and on the ramp

. Effectively communicates with flight crews and ground personnel

September 2007 - April 2012

Department of Veterans Affairs - Houston, TX

Veteran Service Representative GS-10

. Worked within a team environment and served as a counselor/advocate

for veteran claimants

. Provided information about a broad range of benefits and assisted with

applications for veteran benefits and services

. Conducted investigations and gathered evidence from civilian and

military medical history, to support benefit determinations

. Interpreted and applied federal laws to consult veterans on various

programs, entitlements, and benefits available to them based on unique

disabilities

. Utilized various computer systems to enter appropriate data and

generate accurate benefits payments, schedule future actions, and

release correspondence of benefits determinations

. Competent in interpretation and application of Federal Laws and

procedures

. Maintain knowledge of medical principles and terminology

July 2008 - October 2010

Delta Airlines - Houston, TX

Ground Security Coordinator/Customer Service Agent (Part-time)

. Advanced, enforced, and corrected security initiatives to maintain

compliance with federal laws/regulations including the 49 Code of

Federal Regulations (CFR) 1542/CFR Part 1500 and security programs

. Served as the Department of Aviation's (DOA) first point of contact

and communicator with the Transportation Security Agency (TSA)

. Prepared and presented safety/security reports to disseminate

information to city/state/federal representatives

. Surged federal transportation safety/security compliance levels by

creating and reviewing security programs/activities and conducting

security training sessions/programs for airport tenants and employees

. Communicated with air station managers, ground security coordinators,

and government officials on safety/security activities

. Authorized security clearances to the Security Identification Display

and Sterile Areas (SIDA)

. Maintained safety/security documents for federal agency reviews

August 2004 - August 2007

Norfolk Southern Railroad - Baltimore, MD

Operation Safety Leader/Trainmaster

. Enforced federal health and safety regulations (including CFR 49) with

railroad operating practices

. Planned and carried out inspections and daily safety audits, prepared

reports, and implemented corrective action plans

. Oversaw all train and railroad safety initiatives throughout assigned

territories

. Reviewed federal locomotive engineer certification standards,

occupational safety conditions, and employee training and

qualifications

. Created and delivered engaging railroad training sessions to develop

the staff

. Served as the primary railroad safety contact and liaison between the

staff and executive management

. Reviewed and evaluated railroad technical and regulatory standards for

hazardous materials

. Directed a diverse staff and developed/implemented/assessed division

goals

. Formulated policies and procedures, and led safety meetings to

continuously support a safe working environment

. Developed criteria, application instructions, policy manuals, and

contracts for federal/state public transportation programs

. Monitored spending to ensure all expenses were consistent with

approved budgets.

. Managed the process of matching available loads with truck and

equipment capacity

September 1996 - July 2004

Virginia Department of Corrections - Waverly, VA

Security Manager

. Oversaw security operations within a secure government institution

. Managed daily activities, prepared comprehensive management reports

(including incident reports), and served as the liaison with local and

federal law enforcement task force operations

. Supervised a staff of 125; provided training and mentoring, conducted

performance evaluations, recommended promotions/disciplinary actions

. Monitored behavior of subordinates to ensure alert, courteous, and

professional environment between inmates, employees, and visitors

. Selected as a Corrections Expert on inmate activities within the

institution

. Conducted inmate counts and searches to maintain accountability and

order within assigned area

. Conducted research to collaborate across task forces/ law enforcement

agencies and assisted with criminal investigations

EDUCATION

Bluefield College - Bluefield, VA

Bachelor of Science - 2003

Central Texas College - Killeen, TX

Associates Degree Criminal Justice - 2001

Additional Training, Certifications, and Honors

. Certified Ground Security Coordinator

. Commercial Driver's License: Class A

. Federal Security Clearance

. American Correctional Association Member

. Certified Naval Combat Medic

. United States Navy Achievement Medal

. United States Armed Forces Expeditionary Medal

COMPUTER SKILLS

Microsoft Access, Excel, Outlook, PowerPoint, and Word; Lotus, Internet

Explorer, CAPS

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