Customer Service Management

KATIE FIFE

Colorado Springs, CO ***** / 719-***-**** / *********@*****.***

Operational Analysis/Supply Chain Management/Strategic Planning

LOGISTICS COORDINATION ~ PROBLEM IDENTIFICATION ~ PROJECT OVERSIGHT

Professional Summary: Experienced Logistics Professional with numerous years of experience with distribution,

transportation and logistics. Results driven with knowledge of cross functional leadership, management, and communications

talent toward supporting an employer in achieving key performance objectives.

Career Synopsis: Performed various professional level duties ranging from moderate to intensified complexity using team

concepts to significantly benefit the organization’s value and performance by establishing goals, implementing standards,

and providing quality improvements.

KEY SKILL SETS

Strategic Planning • Leadership Principles • Efficiency Focused • Material Management • Project Lifecycle Oversight

Process Development • Efficiency Strategies • Effective Problem Solving • Cost Analysis/Control

Data Gathering and Analysis • Time Management Effectiveness • Warehouse Oversight

Customer Service Programs • Material Tracking Methodologies

QUALIFICATIONS PROFILE

• Ensured quality and productivity standards are maintained by performing day to day coordination and administrative tasks.

• Prepared and forecasted work schedules and man hour work estimates.

• Strong analytical background with the ability to work independently on multiple projects with specialized experience in

project oversight, information management, efficiency practices, conflict management and effective communication

techniques, strong negotiations skills, research and data analysis, strategic planning, organization development and change

management.

• Functional skills include: inventory control, accounting, inspections, equipment management, delivery, accountability,

automated integrated logistics systems and operations.

• Knowledge of Federal Acquisition Regulations (FAR) and Defense Federal Acquisition Regulations (DFAR).

• Familiar with the Army logistics system at the organization and direct support levels, and the recording of data under DA

Pamphlet(s) 750 8, 738 751, AR 710 2, Materiel Management for using units, support units, and installations, AR 140 15,

Maintenance and equipment, AR 220 1, Unit Readiness Reporting, AR 750 1, Army Materiel Maintenance Policy, and FM 4

30.3, Maintenance Operations and Procedures.

• Successful track record in managing and training high caliber employees.

• Effective leadership through people development, creativity, empowerment, team interaction, process management and

accountability.

• Demonstrated record of efficiency improvement, waste reduction and profit enhancement.

• Possess strong organizational and analytical skills and highly adaptable in quickly changing business environments.

• Skilled at managing multiple projects and leading teams in cross functional, concerted efforts.

TRANSFERABLE COMPETENCIES

• Knowledgeable in numerous facets of management with a focus on high yield results with as minimal risk as possible.

• A proven professional, developing and implementing storage procedures, storage facility planning, shipping and transfer of

property, as well as managing classified, sensitive and controlled items.

• An exceptional leader, working collaboratively with multiple entities to address organizational needs, develop and implement

training, coordinate activities, and provide expertise to a variety of organizations.

• Effectively manage and support staff relevant to specific projects in order to complete assignments on time and on budget.

• Ensure delivery of superior customer service and high client satisfaction levels by diligently tracking concerns and presenting

issues at routine strategic planning meetings for prompt resolution.

• Regularly schedule reviews and tracks progress of particular projects.

• Possess an extensive knowledge of fiduciary practices, policies, and regulations and can apply this knowledge in terms of

budgets, forecasting and projections, as well as financial analysis.

• Ensures all activities are carried out in accordance with project commitments or specific objectives.

• Provide project leadership in order to achieve maximum production, including budget control, production timetable, status

reporting, client/project team coordination, and quality assurance.

• Technology proficient in numerous platforms and software applications.

PROFESSIONAL SUMMARY

ManTech (2009 Present)

• Senior Management Specialist: 2012 Present: Responsible for the coordination and supervision of a specific technical task

or function. Ensures all activities are carried out in accordance with project commitments or specific objectives.

• Responsible for administrative aspects of personnel such as in processing/out processing, pay issues, tax inquiries,

timekeeping, R&R (Rest and Relaxation) requisitions, personal travel arrangements and movement throughout theatre.

• Created and maintained monthly reports for vehicle readiness, daily movements, personnel and site infrastructure and

support.

• Weekly reports of daily activities of multiple sites in Afghanistan, vehicle readiness and work orders.

• Managed and reported daily the PSR (Personnel Status Report) to the Military, Theatre Lead and Site Leads.

• Worked with the Military Liaisons to provide identification badges for local nationals working for the company.

• Logistics Analyst: 2010 2012: Provided logistical support to the military special operations units for petroleum, fuels,

chemical products, as well as repaired and performed maintenance on parts.

• Responsible for requesting, receiving and inventorying maintenance retrograde parts using the SAMS E system and

MILSTRIP for SOTF W (Special Operations Task Force West).

• Conducted inventories, receipts, requisitions and accountability of the Special Operations Forces Sustainment, Asset,

Viability and Information Exchange (SSAVIE).

• Trained Army soldiers and Marines in the Army logistics tracking and ordering program (SAMS E, Fedlog, LOGSA/LIW

and SSAVIE).

• Provided logistical support to military special operation units for petroleum, fuels, chemical products and repair maintenance

parts.

• Request, receive, pack and ship retrograde parts throughout Afghanistan theatre.

• Maintained an active inventory of over 5,000 line items in an excess of 8 million dollars.

• Data Entry & Warehouse Clerk: 2009 2010: Worked hand in hand with the Master Supply Technician in building the Pre

Deployment Training Equipment (PDTE) Department.

• Responsible for preparing assets for processing utilizing SARRS (Standard Army Retail Supply System).

• Worked in the SSA (Supply Support Activity), knowledge of shipping, receiving, turn in, storage and stock control.

• Tracked and prepared material documentation (1348's, etc).

• Using Lean concepts, developed processes for storage and arrangement of inventory, determined warehouse configurations

and setup movement of assets, rearrangement and traffic flow of warehouse.

• Reviewed and verified customer requirements to ensure requisitions are submitted for proper sourcing.

• Prepared inventory and production reports. Screened and identified shipping, receiving documentation for discrepancies.

Directed equipment for shipping and storage areas.

• Ensured the safe receipt, storage and movement of POL (hazardous petroleum, oil, and lubricants) in accordance with facility

and regulatory requirements.

Alaska Army National Guard/Colorado National Guard (2006 2010)

• Automated Logistics Specialist (SGT/E5): Counseled and mentored multiple Soldiers during unit transition.

• Conducted and presented Warrior Tasks Training.

• Regularly reported to different levels of leadership of status of personnel.

• Presented ideas and conducted training and physical fitness programs.

• Assigned, reviewed and conducted performance evaluations of subordinates.

Honeywell, HTSI (2007 2008)

• Logistics Associate: Acted as key player in the reorganization and expansion of the warehouse which increased the

inventory accuracy from 40% to 90%.

• Using Lean concept, reorganized the warehouse to streamline the process which increased work order fulfillment time from hours

to minutes and increased inventory accuracy from 40% to 90%.

• Maintained satellite and communication equipment for U.S. Air Force contract.

• Improved and maintained stock records, receipts and filing systems.

• Assisted in the development and implementation of control measure which decreased the amount of material losses 90%.

• Trained employees on Honeywell's maintenance information system, Puredge, and warehouse procedures.

• Turned in unserviceable and obsolete items to the Army DRMO (Defense Reutilization Management Office).

U.S. Army (1996 2005)

• Directed a team of staff in warehousing and a unit maintenance facility; mentored and trained eight personnel.

• Supported operations by creating and managing daily, weekly, and monthly reports.

• Ensured consistency and productivity of the maintenance program by devising standard operating procedures.

• Addressed and resolved logistics issues identified via data analysis.

• Secured a commendable inspection rating by revamping key control according to military regulations.

• Maintained above 95% rating on the Recoverable Items Control List.

ACADEMIC & SPECIALIZED TRAINING

• Jones International University, Master’s Degree in Business Administration, Global Enterprise Management

• Capella University, Bachelor of Science Degree in Business Administration

• Online certificate for Supply Chain Management, Council of Supply Chain Management Professionals (CSCMP)

• Primary Leadership Development Course from the U.S. Army

• Why Incumbents Lose, ManTech University Online

• Program and Project Management Fundamentals, ManTech University Online

• Representations and Certifications (CO 502 Form K), ManTech University Online

• Truth in Negotiations Act (TINA), ManTech University Online

• Change Management I: The Individual Challenge, ManTech University Online

• Presentation Excellence: Leaving Them Wanting More, ManTech University Online

• Communication Wellness, ManTech University Online

• Five Steps to Effective Strategy Implementation, ManTech University Online

• Forklift Certified

• Six Sigma Green Belt Certified

• Standard Army Maintenance System Enhanced (SAMS E), U.S. Army

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