Customer Service Manager

hannon resnock

S B

**** ********* ***** ● Middleburg, FL 32068 ● 904-***-**** ● ***********@*******.***

EXECUTIVE ASSISTANT

An accomplished professional offering twenty four years of experience in all facets of pay roll, administration, legal,

human resources and staff development. Searches for solutions to resolve problems on first contact. Builds and develops

highly proficient teams to deliver bottom-line results in challenging environments. Experienced in personnel

development/assessment. Implements strategic action plans to maximize efficiencies enhance productivity and lower

expenses. Core competencies span:

• Attention to Detail • TS/SCI Eligible Clearance • Problem resolution

• Organizational Skills • Meets/exceeds goals • Excel expert

• Customer Service Call Center • Types 85 WPM • Office Management

CAREER ACCOMPLISHMENTS

• Provided payroll support to over 120 Reserve Personnel for the past five years. Responded to inbound calls, faxes

and emails to facilitate resolution of payroll and welfare questions and concerns for her command.

• Sought out “payroll” expert throughout her career. Establishing effective pay tracking system at multiple

commands that eliminated over longstanding pay issues and resulting in improved individual and unit morale.

Recouped over $8,000 in pay due to Sailors.

• Vast knowledge of various assets within the Navy to include: Three Aviation Commands (Fleet Logistics Support

Squadron 61, NAS Whidbey Island, WA, Fleet Logistics Support Squadron 64, NAS JRB Willow Grove, PA and

Patrol Squadron 62, NAS Jacksonville, FL); Reserve Intelligence Area 16, NAS JRB Willow Grove, PA;

Commander, Reserve Readiness Command SE, NAS Jacksonville, FL and Commanding Officer, NAS JRB Willow

Grove, PA.

• Turned around an administration office to #1 status in a one-year period by training staff on all necessary procedures

bringing personnel to full potential.

• Computer systems utilized throughout Navy career include but are not limited to: Microsoft Office (specifically

EXCEL), NSIPS PAY SYSTEM, DTS, NROWS, JPAS, Microsoft Office Suite, TOPS, GTCC, and E-Submissions

through BOL, FLTMPS and NEASOS.

PROFESSIONAL EXPERIENCE

US NAVY, Worldwide Locations

Built an impressive record of achievement throughout a 24 year career, progressing to hold responsibility for management

of Administrative offices supporting nearly 2200 active duty and reserve personnel.

VP-62/NAS Jacksonville October 2007 – December 2012

Administration Officer

Directly supervised 10 military personnel in provision of superior administration and pay forging a high-performance

culture dedicated to outstanding customer service. Delivers results/manages metrics and goals. Has direct responsibility

for the management of a $2.6 million Annual Training budget, travel budget of $700,000 and Reserve pay roll of $1.1

million with an execution of 99% rate. Skilled in Microsoft Office Suite which includes Word, Outlook, PowerPoint,

Excel and has basic understanding of Access. Selected accomplishments:

• Responded to inbound calls regarding payroll and welfare inquiries for 120 Reserve Personnel. Searched

solutions and attempt to resolve cases on first contact.

• Evaluated and updated 75 official policies to ensure compatibility with local operations.

• Motivated and led the Administrative Department in the flawless processing of over 501 sets of

orders/travel claims, 25 passports and 25 GTCC requests.

• Led and directed training initiatives for department personnel resulting on 100% advancement

for the department. Mentored college level education and training program with 100% enrollment. Directed and

managed a comprehensive administrative cross-training program to mitigate productivity gaps related to staff

reassignment.

• Aggressively led a team responsible for execution/adjudication of 377 orders/travel claims, ensured

positive tracking of all correspondence.

• As Legal Officer, processed 5 Non Judicial Punishments, 5 Administrative Separations flawlessly.

VR-64/NAS JRB Willow Grove, PA June 2005 – October 2007

Administrative Manager/Clerk

Fleet Logistics Support Squadron 64, Naval Air Station Joint Reserve Base, Willow Grove, Pennsylvania, responsible for

management, training and direction of 8 staff members and 125 reserve personnel. Trained, coached, and mentored

subordinate staff toward top notch performance and productivity rates; led organizational realignments to meet existing

and emergent operational requirements. Selected accomplishments:

• Resolved and successfully routed self service cases, emails, and faxes with required information to the

appropriate departments for research. Searched solutions and resolved cases on first contact.

• Managed an outstanding Administrative Department which significantly improved communication and

overall efficiency throughout the Squadron. Fostered an atmosphere of professionalism and teamwork that

elevated customer service and all administrative processes.

• Oversaw the rewrite of 20 directives, processed 125 awards, 200 evaluations and 809 pieces of

correspondence.

Expertise, dedication and professional knowledge the Administrative Department received “zero discrepancies”

during a major inspection. Personnel under my leadership and instruction were also recognized during

inspection.

Reserve Intelligence Area 16/NAS JRB Willow Grove, PA August 2002 – August 2005

Administrative Manager/Program Manager

Training and administration of 3 Navy Reserve Intelligence units and five navy Reserve community Intelligence

Support Units. Provides administrative support to over 200 Navy Reserve Intelligence Officers and enlisted

personnel. Selected accomplishments:

• Established an effective pay tracking system that eliminated over 50 longstanding pay issues, resulting in

improved individual and unit morale, while recouping over $8,000.

• Aggressively addressed many demanding challenges and routinely met with success. Played lead role in

reviewing and updating over 200 pay records resulting in the correction of over 60 discrepancies.

• Sought opportunities to enhance command effectiveness and improve service to reservists by developing

timely and perceptive solutions to operational and staff problems thereby ensuring near perfect data integrity and

accuracy.

• Recognized by Inspection team as an expert administrator and top-notch leading Petty Officer, received

zero discrepancies and the highest inspection grade.

EDUCATION

Associates Degree in Business Administration – University of Management and Technology

Bachelors Degree in Business Administration - University of Management and Technology

Office Manager/Administrative Services - The United States Department of Labor

Legal Secretary - The United States Department of Labor

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