Customer Service Management
Resume:
ERNEST HOSLEY
COLUMBUS, GA **907
Work: 706-***-**** x 6238
Home: 706-***-****
Email: ******.*********@*****.****.***
Email:**********@****.***
Distinctive military and contractor background in Transportation; Possesses a unique combination of training, management,
marketing, and consulting experience; Advanced knowledge in Travel Regulations; Extensive knowledge in accounting, budget
regulations, functions, and requirements; Exceptional oral and written communication skills; Highly motivated and committed to
mastery of job responsibilities; Teamwork skills that enhance organizational cohesiveness; Strategic planning skills that ensure job
success; Award-winning customer service skills; Proficient in Microsoft PowerPoint, Excel, Word, and other software programs
general office automation software performed on a microcomputer and mainframe computer; Handles sensitive and confidential
information requiring security clearance; Excellent problem solving and conflict management skills; Committed to lifelong learning.
EMPLOYMENT:
(11/03/2003 - Present) Field Support Services Inc./ITT, Fort Benning, Georgia
Shipping and Receiving Lead Clerk, Travel Clerk III (Contract)
Supervisor: Patrick Usher 706-***-****; Contact: Yes
Job Summary:
Acting Transportation Manager for the Transition Team for the KBOSS start-up in Kuwait; Have working knowledge of
the CRSP, Gov't leasing, Commercial Leasing, S-pod, A-pod, Pipso, Optics, AT4, A4, Weapons Pool, etc.
Responsible for movement of Soldiers and their family members to all military installations and worked directly with
Trainee Student Brach in assisting with duties consisting of related steps, processes, or methods, such as performing
routine aspects of technical supply management functions.; Worked directly with Trainee Student Brach offices in
assisting with team chiefs in reviewing orders for soldiers departing Fort Benning, Georgia. Serves as resident expert in
analyzing and auditing travel and reimbursement.
Knowledge of Joint Federal Travel Regulations VOl I and II, Defense Travel Regulations Pt I- Pt VII, and also have
knowledge of CBA and IBA regulations and guidelines.
Review a variety of pay authorization documents, determines entitlements, variety of pay actions which start, stop and
adjust payments made to military service members. Receive and verify documents from support units and other
activities. Review financial records of Soldiers who are retiring, separating or reenlisting.
Establishes and maintains and reviews all required records in accordance with Army regulations, policies and
procedures.
Assists with hand receipt and property book upkeep, handles sensitive and confidential information requiring security
clearance. Performs variety of duties including summarizing class demographic data insuring all transportation
movements are followed according to scheduling which consist of air billing.
Knowledgeable of electronic mail, graphics, spreadsheet, data base management, office automation equipment,
procedures, function keys and software to perform several basic office automation functions.
Ensures that each employee has principles knowledge, skills, current government regulations and procedures to
perform mission on hand.
Provides advice, assistance, and pertinent information on all travel matters to travelers.
Extensive knowledge in accounting, budget regulations, functions, and requirements associated with reviewing and
approving travel orders.
Knowledge of JFTR and DTR regulations. Establishes and maintains appropriate accounting records and controlled
monitor expenditures during the year, including those for the AMC funding and restructured budget allocations for the
air, and bus billing. Maintained office files in accordance with established procedures.
Coordinates and schedules troop support, range facilities, and transportation support. Also serves as the POC for the
maintenance, and the turn-in of fleet vehicles.
07/01/2003 to 11/03/2003, RITEWAY Cleaning Service, Atlanta, Georgia
Cite Manager
Supervisor: Robin Wells - Contact: Yes
Job Summary:
Managed personnel, administration, patrons, and customer solicitation, inspected facilities that were under the janitorial contract,
managed and issued payroll to employees; Has practical knowledge of specialized support functions such as preparation of travel
orders, funding documents, invoices, and hotel reconciliations reports, with experience in advanced knowledge in Joint Travel
Regulations, financial operation procedures (DCAS), and related guidelines. Interviewed, hired, and evaluated personnel
performance, delegated authority and assigned responsibilities to supervisors and staff. Assisted in planning operational budget
managed facilities, product distribution, security, and receivables for 22 public accounts. Maintained contact with representatives of
program and support activities for the purpose of exchanging narrative and statistical information about the budget. Received a
variety of notes, drafted correspondence, briefed materials for reports, diagrams, rough sketches, and charted information in hard
copy or electronic form.
Ernest Hosley III Resume (Cont’d) Page 2
08/01/2001 to 07/01/2003, Swift Textiles, Columbus, Georgia
Beam Hauler
Supervisor: Brad Waddel 706-***-****; Contact: Yes
Job Summary:
Ensured proper management, procedure for handling, supplies, equipment, and cleanliness of facilities in compliance with
regulations; Inspected for damaged materials, machinery that needed to be tagged out for preventive maintenance; Assigned
detailed work orders, new and special assignments, in oral and written form; Ensured all weave machinery was operational,
provided inventory, machinery, and batteries for third shift employees; Used Microsoft Office to keep accounts for inventory
throughout the plant; Issued, received, unloaded and stored supplies; Ensured plans, blue prints, material and tools were available
and that stocks were obtained from supply locations; Received store and inventoried items, inspected incoming shipment stock for
established locations throughout the mill; Designated specific locations and tagged bins in order to keep items separated; Used a
record locator to track files and turn in records; Performed minor maintenance such as cleaning tools and shop parts.
02/27/1997 to 08/01/2000, Tele service Resources (AMEX), Columbus, Georgia
Senior Customer Representative
Supervisor: Andrew Green; Contact: Yes
Job Summary:
Responsible for managing customer service expectations, through membership reward accounts; Daily interaction with customers
and internal departments; Performed well-defined duties in the areas of budget formulation, justification, and execution; Performed
general clerical duties with American Express customers; Proficient in Microsoft PowerPoint, Excel, Word, and other software
programs and packages such as desktop publishing and electronic mail, calendar, databases, general office automation software
performed on a microcomputer and mainframe computer.
12/01/1993 to 02/22/1997, United States Navy, Norfolk, Virginia
Corpsman, Seamen, Airman, Shore Patrolman, Administration
Supervisor: Chief Waldo; Contact: Yes
Job Summary:
In charge of ship to ship connection, supplies being transferred from one vessel to the other, managed local property items,
physically handled materials and performed clerical functions including but not limited to data entry, records maintenance,
maintained duty log, and prepared reports and briefs. Selected and applied a variety of procedural guidance on the operation of
PCs, the use of many types of software, and the editing of materials in final form. Typical guides include dictionaries, format or style
manuals, printer instructions, software guides provided by manufacturer, and pc operation manuals. Responsible for requesting 201
files, typing Charge Sheet in Summary Court-Martial’s cases dealing with the Uniform Code of Military Justice. Job also included
documenting data and advising the commander on specific options on a case by case basis according to United States Navy
regulations. Performed and researched client pleadings briefs, and other legal documents which were done periodic audit, of
personnel folders to ensure accuracy. Responsible for the preparation and maintenance of AER financial records and reports.
Knowledgeable of software and hardware to produce a wide range for documents which, required complex formats. Distributed mail
to OHC staff, ensured that proper format, spelling, punctuation, and medical terminology is used in all correspondence and record
documentation. Due to the complex nature of pay actions, the employee must research current or superseded pay guidance and
determine its intent and applicability. Successful processing of a difficult or unique pay case depends upon the incumbent's
judgment in finding and selecting the most directly applicable guidance available. Incumbent may have to quickly solve complex
problems for employees, soldiers, Time and Attendance clerks or provide background information relating to computations of pay
and/or leave for special cases, e.g., waiver of payment, continuation of pay, leave "buy back" or garnishments of pay. Made plans
and carried out various plans of training programs related to WLC, BNCOC, and ANCOC POIs. Knowledge of the duties, priorities,
commitments, policy, and program goals. Knowledge of the Warrior Leader Course, range requirements for types of training
conducted. Performed analysis of current and projected vehicle needs for the installation and coordinated with GSA to secure
vehicles. Received and reviewed transportation requirements for all GSA vehicles. Insured all Reports of Survey are initiated for
vehicle accidents, damage, abuse, and etc... Validated and reported in changes in cost of GSA vehicles on bills. Monitored TMP in
utilization of all GSA vehicles. Assesses department and volunteer needs through survey tools, interviews, and research. Analyzes
the results and develops program implementation goals with milestones. Establishes a centralized job bank of volunteer job
vacancies. Compiles and maintains a list of volunteer resources. Plans and coordinates implementation of volunteer recognition
events and public awareness efforts. Determines data needs, designs forms, develops procedures for gathering data, trains staff to
use forms, and writes monthly and annual reports. Identifies volunteer issues, discuss common problems and share successful
programs and techniques. Conducts staff development training, in-service training options, and overall orientation training that
interest the volunteer community. Oversees compilation of military and civilian volunteer resources into a centralized resource file.
Registered and refers clients to volunteer job vacancies. Plans, coordinates, schedules and projects all assigned courses of
instruction/class training support, student support, and graduation requirements assigned to the organization. The work requires
operating small trucks or panel trucks to 2-ton trucks, and 8 or 15 passenger commercial vans. The employee must be able to lift
equipment and luggage weighing up to 35 lbs. Validates and spots inaccuracies sand changes in the POI and submits changes,
updates, and recommendations in the correct format. Maintains accurate student load, strength and accountability. Monitors
monthly, and quarterly TRMSS reports. Plans, coordinates, and communicates all training requirements in support of all assigned
scheduled instruction/class and graduation requirements which include CIF issue/turn-in, weapons/ammunition requirements,
training areas, ranges, facilities, transportation, outside instruction and instructor equipment, guest-speaker and band
requirements, in/out processing. Checked blood pressure of patients, certified in CPR, dispensed medications, prep bandages for
patients that had severe wounds and injuries.
Ernest Hosley III Resume (Cont’d) Page 3
EDUCATION:
Columbus Technical College, Columbus, Georgia (06/07/2003 – In Progress)
Major: X-Ray Technician;
GPA:3.2; Semester Hours: 25
Vicennes University, Vicennes, Indiana (08/12/1992 - 12/15/1993)
Major: Business Management; Minor: Philosophy
GPA: 3.0, Semester Hours: 35
CERTIFICATIONS/AWARDS:
Knowledgeable in Microsoft Office: PowerPoint, Excel, Word, Outlook, desktop publishing, databases, general office automation
software performed on a microcomputer and mainframe computer; Certified in Hazardous Material and Material Safety Data Sheet
Certified mechanic helper, Certified in first aid; Certified in Air Billing, Certified in Oconus and Conus travel dealing with
Redeployment and Deployment, Certified in GOPAX, Gates; Award from 75th Ranger Regiment for excellent customer service and
eight letters of recommendations
TRAINING:
Project Management Courses
Overseas Briefing Training
Harvard E Learning courses:
Budgeting, Business Case Development, Customer Focus, Business Plan Development, Decision Making, Diversity,
Harvard-Time Management, Process Improvement, Project Management, Managing Upward, Marketing Essentials,
Meeting management, Negotiating, Difficult Interactions, Persuading Others, Presentation Skills, Writing Skills,
Finance Essentials, Performance Measurement, Change Management, Strategic Thinking, Innovation and Creativity,
Crisis Management, Innovation Implementation, Strategy Execution, Team Leadership, Coaching, Delegating,
Developing Employees, Feedback Essentials, Goal Setting, Leading and Motivating, Performance Appraisal, Career
Management, Team Management, Virtual Teams, Retaining Employees, Stress Management, Dismissing an
employee Hiring, Laying Off Employees, Printing a General Ledger, Setup interactive Trial Balance, Interactive
Account Balance Account Masks, Interactive Account Balance Annual View, Interactive Account Balance Zero Balance
Accounts, Interactive Trial Balance Copy and Paste
Jamis GL Distribution Report,Intro- A Process Perspective, Intro-Learning Objectives, Intro- Responsibility and
Accountability, Intro- The Project Life Cycle, Intro- What's a Project, Intro-What's a Successful Project, Intro-Why
Project Management, Aligning Expectations, Describing the Project, Initiating Overview, Making the Go/No-Go-
Decision,Multi-Project Scheduling, Organizing the Project, Who's Who in the Project, Assess Your Understanding-
Initiating, Assigning Task: the RAM, How Much Will This Cost, Procedural Planning, Product Definition, Resource
Loading, Risk Assessment and Contingency Planning, Scheduling and Sequencing, Task Analysis and The WBS,
Assess Your Understanding- Planning, Executing Overview, Making it Happen- Hard Skills, Making it Hapenn-Soft
Skills, Assess Your Understanding-Executing, Monitoring and Controlling Overview, Performance Monitoring and
Controlling Processes, Reporting, Taking Corrective Action, Assess Your Understanding-Controlling, Closing
Overview, Learning from Experience, Assess Your Understanding- Controlling, Certification Information, How to
implement PM, International and Multicultural Projects, Maturity Models and PM, PM Basics-About this Program, The
Project Office, The Nine PMBok Guide Areas, Where the Nine AOK Meet, PM Basics Final Exam
Earned Value Management System (EVMS) Overview, Systems HQ Emergency evacuation Plan
Contact this candidate