Customer Service Management

FARRELL WATSON

*** ***** ***** ****** ***. F, Yorktown, Virginia 23693 757-***-**** abgg23@r.postjobfree.com

OBJECTIVE: Seeking an opportunity to contribute positive, professional service and support within a professional

environment while demonstrating extensive knowledge obtained through formal education.

EDUCATION

George Washington University, Washington DC

Masters of Professional Studies, Security and Safety Leadership - August, 2012, Magna cum laude

Old Dominion University, Norfolk, VA

Bachelor of Science, Political Science and Sociology - August 2009

WORK EXPERIENCE

Support Enforcement Specialist October 2009- September 2012

Center for the Support of Families

Division of Child Support Enforcement

Gathered and analyzed actionable intelligence to perform enforcement actions.

Conducted research and investigations of cases for non-compliance, fraud and identity theft.

Trained and led employees in policy interpretation and case management.

Data mined using federal, state and local databases to perform enforcement actions.

Implemented close attention to confidential and sensitive information.

Employed effective communication and customer service skills to resolve customer needs.

Assessed cases to determine appropriate actions.

Responded to a high volume of telephone inquiries and complaints regarding case processing and status.

Set appointments and interview clients.

Maintained and organized case records and prepared internal reports.

Interpreted state and federal policy and procedures.

Ship’s Serviceman May 2006- June 2007

United States Navy

Contacted carrier representatives and venders to make arrangements and to issue instructions for shipping and

delivery of materials.

Conferred and correspond with venders and customers to rectify problems such as damages, shortages, or

nonconformance to specifications.

Served as a technical resource person for task implementation queries.

Requisitioned, procured and stored materials and supplies to maintain inventory of stock.

Conducted research and develop drafts related to the area of responsibility.

Responded to supervisor’s requirements and timelines.

Aviation Boatswain’s Mate June 2003 –April 2006

United States Navy

Participated in unit emergency response exercises during simulated emergency attack scenarios.

Reviewed and interpreted emergency plans to ensure effectiveness.

Collaborated with military officials to analyze damage assessment following emergency attack exercises.

Operate hoists to lift equipment and personnel from land and sea during emergency operations.

Assisted in the maintenance of aircraft aeronautical and support equipment to prevent aircraft related disasters.

2

INTERN/VOLUNTEER

May 2008 – September 2008

Mentor

The Up Center

Coordinated educational and recreational activities for program participants.

Provided knowledge and guidance to program participants concerning education, employment, gang and drug

avoidance.

Conducted bimonthly visits to program participants to make inquiries regarding status of member participation.

CERTIFICATIONS

Emergency Planning- United States Department of Homeland Security, FEMA; Emergency Management Institute-

February, 2012

SKILLS

Good problem solving, analysis and critical thinking skills

Strong customer service skills

Active learning and listening skills

Clear and effective oral and written communications skills

ADDITIONAL INFORMATION

Microsoft Word, Excel, Power Point, Statistical Package for the Social Sciences (SPSS) and Word Perfect

Typing speed: 50 wpm

Firefighting and Search and Rescue training

Commissioned Notary Public of Virginia

References available on request

Contact this candidate