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Customer Service Supervisor

Location:
Fort Polk, LA, 71459
Posted:
August 28, 2011

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Resume:

Ta Loris J.M. Whitfield

P.O. Box ****

Rosepine, LA 70659

337-***-****

August 2011

Current Employer

258th Military Police Company

Family Readiness Group Leader

Fort Polk, Louisiana

Supervisor: Mary Crumby, CPT

512-***-****

Greetings,

I am applying for the role of protestant religious education coordinator.

As a congregational leader serving as assistant to the pastor and

congregational elder I have had to coordinate and teach not only Sunday

school, but various church and private events. I really enjoy working with

people and having opportunities to add to the lives of God's people.

One of my greatest attributes has not always been what I knew, but what I

was willing to learn. I am teachable and look forward to working with you

and bringing my heart, passion, experience, and willingness to learn to

your organization.

Thank you for your time and consideration.

Respectfully,

T. Whitfield

Work Experience

258th Military Police Company Family Readiness Group Leader (05/01/2011-

Present)

Fort Polk, Louisiana

Supervisor: Mary Crumby, CPT-512-***-****; Contact: Yes

Pay Grade: Volunteer

Hours per week: 15

Duties: Supports the commander's family readiness goals. Provides overall

leadership of the FRG. Schedules, plans, and conducts company FRG

meetings. Delegates FRG responsibilities to select volunteers in order to

promote participation in FRG activities and accomplishment of FRG goals and

objectives. Serves as a liaison between battalion and company level FRG.

Identifies needs or unique problems of unit families. Tracks FRG

appropriated fund budget. Serves as a member of the battalion-level

steering committee. Acts as a company FRG spokesperson for communicating

family members' concerns and ideas to the company commander and battalion

level FRG. Delegate FRG responsibilities to select volunteers in order to

promote participation in FRG activities and accomplishment of FRG

objectives. Serves as a liaison between battalion and company level FRG.

Identify needs or unique problems of unit families. Act as a company FRG

spokesperson for communicating family members' concerns and ideas to the

company commander and battalion level FRG.

Life Changers International (05/01/2007-09/26/2010)-Congregational Elder

Kaiserslautern, Germany

Supervisor: Bonnie WIlliams-011**-***-***-***; Contact: Yes

Pay Grade: Volunteer

Salary: N/A

Hours per week: 45

Duties: As a congregational elder of a multi cultural international

ministry, I served as a senior leader accountable to the Congregational

leader, Bishop, and Pastor. I was responsible for learning and modeling the

standard of the ministry I served. Accountable for at least 50 members at a

time, which consisted of lay members and sub team leaders (ministers and

deacons). Taught sub leader how to meet the needs of their team members and

basic interpersonal communication skills. Taught protocol and proper

reporting procedures (annotated and verbal). Once team leaders discovered a

concern, ensured follow up with the family by the leader or myself if

necessary. Assessed situations and recommended referrals to other help

agencies and worked with these agencies to assist the congregant when

necessary. Made recommendations to prevent a crisis within a

family/household. Facilitated several conferences and special events and

activities for the congregation, hosted by the ministry, instrumental in

the planning and organization of these events as needed. As a conference

speaker, I researched and studied various topics, and provided practical

bible based information that motivated, inspired, and educated the

congregation at large. I have personally mentored and continue to mentor

several up and coming leaders in our congregation. Instrumental in not only

helping to meet the social and emotional needs of others, but taught them

how use their experiences to help others. Through our toll-free prayer

line, processed orders and was available 24 hours a day for prayer during

my scheduled week for the call center. Served as a preteen Sunday school

teacher. Supervised opening and closing of the property and performed the

daily operations when necessary.

Life Changers International (05/01/2007-09/26/2010)-Public Affairs/Graphics

Overseer

Kaiserslautern Germany

Supervisor: Bonnie Williams-063*-***-***; Contact: Yes

Pay Grade: Volunteer/Ministry

Duties:

Public Affairs-I initially worked as a representative, I eventually became

the coordinator, supervised the auxiliary (as of June 2008). I managed two

personnel for our public affairs department. We planned, organized,

researched, wrote, and edited visual material that clearly convey what our

ministry is about and it's diversity. A lot of this work is hands on, but I

delegated the responsibilities as needed. We developed information

concerning the mission, programs, events and accomplishments of the

ministry for use on a national, regional or local basis as needed. We took

our own photographs and edited them on site.

Graphics-I supervised and helped create commercials, promotions, and the 28

minute segments for our weekly television broadcast on the word network

which is a Christian network that reaches 78,000,000 homes weekly. The

broadcast reaches not only the US but the UK, the Caribbean and Africa. All

of our broadcast segments are done on site and would reflect current

teachings and events of our ministry.

Both of these auxiliaries are vital to the webpage maintenance. We

provided an editorial, photo, graphic, and video support.

Life Changers International (05/01/2007-07/26/2009)-Preteen Sunday School

Teacher

Kaiserslautern Germany

Supervisor: Bonnie Williams-063*-***-***; Contact: Yes

Pay Grade: Volunteer/Ministry

Worked with children ages 10-12, prepared lessons, activities, and helped

children develop and/or maintain their spiritual life, while creating

opportunities to teach about salvation. Would use games and sometimes

create games to really get the kids excited and involved. Led group

discussions and addressed concerns with biblically based answers. I made

the schedule for the other teachers that taught preteens as well.

569th US Security Forces Police (08/01/2007-08/30/2008)-

Internship/Volunteer

Kaiserslautern, Germany

Supervisor: MSGT Ronald Roehl-01149-631-***-****; Contact: Yes

Pay Grade: N/A

Salary: Volunteer

Duties: As an intern I observed and participated with full supervision. I

worked primarily with Alpha Flight under MSGT Roehl, however I did take the

opportunity to work with each shift, I was also there for guard mount. I

posted daily assignments and information in the blotter. Participated in

ride a-longs with various patrol units and responded to various calls.

Prepared the paperwork that was necessary once we returned from a call. I

was trained/taught about operations and planning. I also worked with the

desk sergeants (MP military police, SP security police, and ZP German

Police). I was the initial point of contact for visitors and complainants

either in person or telephonically regarding any actitivies that required

police actions. I was taught how to receive, interpret, evaluate, and

decide as to what action was appropriate and how to implement that course

of action. I also participated in several training exercises.

System I used:

IEX

SFMIS

COPS

United States Penitentiary Leavenworth (03/21/2002-01/21/2003)-Correctional

Officer

Leavenworth, Kansas United States

Supervisor: Lt. Odom, William/Gluch Frank (HR and Training)-913-***-****;

Contact: Yes

Pay Grade: GS-007-6

Salary: $32,313.00 per year

Hours per week: 40

Duties: As a correctional officer, I enforced the regulations governing the

operations of USP Leavenworth, by serving as a supervisor: monitored,

instructed, and guided the inmates. Also serving as a counselor: provided

assistance, and guidance to inmates. Both roles required that I held

inmates accountable and ensured that I maintained order. I handled, settled

disputes, discipline was enforced. At times, I conducted various searches:

of individuals, their property, and their quarters (cell) routinely, for

contraband such as drugs, weapons, and unauthorized items. Provided oral

and written reports on inmate conduct and on the quality and quantity of

work done by the inmates. Reported any security breaches, disturbances,

violations of rules, and any unusual occurrences to my supervisors and

peers. I also kept a daily log or record of inmate activities. Inspected

the facilities, checked cells and other areas of the institution for

unsanitary conditions, contraband, fire hazards, and any evidence of

infractions of rules. Furthermore, I routinely inspected doors, locks,

grilles, windows, bars, and gates for signs of tampering. Monitored visits

with relatives/friends, inspected and read all outgoing mail. Also had to

make on-the-spot decisions and takes action concerning various situations.

Finally this job required strong communication skills and the ability to

positively influence inmates to move in the direction you were guiding them

without incident in spite of their preference or desire.

Protocol (12/01/1999-02/28/2002)-Customer Service Representative,

Supervisor, Trainer

Leavenworth, Kansas United States

Supervisor: Lona Lanter-913-***-****; Contact: Yes

Salary: $16,000.00-23,000.00 per year

Hours per week: 40

Duties:

---Initially as a customer service representative, I represented different

types of companies by phone throughout the country, as a direct point of

contact for customers. I ensured that our customers received a good level

of service and/or help with their questions and concerns. I provided

information in response to inquiries about products or services and handled

and resolved complaints. This also involved some sales. These customers

were usually individual consumers. I was an agent for about 4-6 weeks and

was made a team leader.

---As a team leader and entry-level manager, I supervised 10-18 customer

service representatives. I had to ensure that after their initial training,

the representatives were able to continually meet the quality standard of

our customers. This required periodic monitoring and grading of their

calls, refresher training on the standard, me taking calls and showing them

first hand the proper way to handle the call, continually updates of

changes made by our customers. I was also responsible for monitoring their

attendance and overall effectiveness at performing the job. I kept a log

and statistics of each representative's performance, so I could know each

agents strength and weaknesses and responded accordingly. We had daily,

weekly, and monthly objectives to meet by our company and the customers we

represented. These reports were forwarded to my immediate supervisor.

---As a supervisor/senior team leader I performed the same duties

previously mentioned, but I was now responsible for 50-75 customer service

representatives and 3 team leaders that had to be able to perform the same

functions that I previously performed. I monitored my team leads

effectiveness as well and trained them to operate as effectively.

Interacted with our customers and trainers. Rewrote some of the training

material to make it more user friendly for the representatives and help

build a strong relationship with our customers and company by producing

strong quality customer service representatives, resulting in excellent

quality performance reviews from our customers and nice financial bonuses

for the company.

---As a trainer I was responsible for effectively communicating the

customers needs and desires to my trainees by putting together a training

that would help them become familiar with the product quickly and help them

present the product to our customer's consumers effectively.

The Wackenhut Corporation (05/01/1998- 03/30/1999)-Security Officer

Nashville, Tennessee United States

Supervisor: Major Boyd Atkinson-615-***-****; Contact: Yes

Salary: $7.00-10.00 per hour

Hours per week: 40

Duties: As a Security Officer detected any possible threats to the

institution I was assigned to. Prevented and deterred against fire, theft,

vandalism, and illegal entry of commercial or industrial property. My

assignments/duties were based on the needs of the employer and the

assignments varied. I was expected to be able to assist and properly

respond to emergency situations such as illness, safety hazards, or other

unusual situations. My main responsibilities were to observe and report.

United States Army Reserve (06/01/1991-6/01/1994)-Military Police

Ft McClellan, Alabama/Ft Meade, Maryland

Supervisor: SFC White

Salary: Varied

Hours per week: Varied

Duties: As a Military Police officer I was trained to protect the lives and

property on Army installations by enforcing military laws and regulations,

as well as traffic control, prevented crime, and responded to emergencies

as well. Military Police are responsible for providing support to the

battlefield by conducting Area Security, Maneuver and Mobility Support, Law

& Order.

Served as a team member and leader in support of battlefield operations,

installation law and order operations and security of Army resources and

installations. Lead a military police team in support of battlefield

operations also lead and supervised small sections in support of security

and installation law and order operations. Prepared and reviewed paperwork

concerning cases.

Wells Fargo Guard Service (08/01/1992-10/01/1993)-Security Guard

Woodlawn, Maryland United States

Supervisor: Mr. Green-410-***-****; Contact: Yes

Salary: $6.00-8.00 per hour

Hours per week: 40

Duties: As a Security Officer detected any possible threats to the

institution I was assigned to. Prevented and deterred against fire, theft,

vandalism, and illegal entry of commercial or industrial property. My

assignments/duties were based on the needs of the employer and the

assignments varied. I was expected to be able to assist and properly

respond to emergency situations such as illness, safety hazards, or other

unusual situations. My main responsibilities were to observe and report.

Education

College/University

Liberty University Online (01/15/2010-12/30/10)

United States

Degree: Masters

Major: Education

Washburn University (01/15/2004-05/30/08)

Topeka, Kansas

United States

Degree: BA

Major: Criminal Justice/Law Enforcement Minor: Political Science

GPA: 3.4

College/University

Catonsville Community College (06/01/1990-08/30/1994)

Catonsville, Maryland

United States

Degree: AA

Major: Criminal Justice Minor: Law Enforcement

GPA: 3.3

Description: I took off 1 year during this time for military preparation

and training.

High School

Woodlawn Senior High (Graduated 1990)

Woodlawn, Maryland

United States

Degree: Diploma

Recent awards

Ft Polk volunteer of the month August 2011

Additional Information

Program Experience:

Adobe Photoshop

Pinnacle Studio 12/Ultimate

Microsoft Office

U Lead

Adobe Illustrator

Computer Usage/Proficiency:

PC and MAC

Training

Federal Correctional Officer Training (07/09/2002)

101 Hours

Trained at FLETC (Federal Law Enforcement Training Center) in Brunswick

Georgia. As a correctional officer at USP LEAVENWORTH:

*Learned how to conduct a proper visual search

*Learned how to conduct a proper pat search

*How to apply restraints

*How to handle various situations in the prison environment effectively

*Proper escort procedures

*Effective communication (verbally and physically) with staff and inmates

*Learned proper body alignment in various situations

*Self defense

*How to report information properly (documentation)

*Laws and the prison environment

*Rights of the prisoner

*Proper use of force

*How to effectively counsel inmates

Training - Correctional Officer Training (03/16/2002)

40 Hours

Initial preparatory in house training for my role as a correctional officer

at USP LEAVENWORTH:

*Introduction to the prison environment

*The nature of the inmate (games they like to play)

*How to do searches

*How to handle various situations in the prison environment effectively

*Proper escort procedures

*Effective communication (verbally and physically) with staff and inmates

*Learned how to apply restraints

*Taught some self defense

*How to report information properly (documentation)

*Chain of command

*Learned about the prison gangs and how to deal with them

Training - Customer Service Representative Training (12/30/1999)

24 Hours

This is the initial training I received when hired at Protocol:

*Learned the customers' program/items that we were soliciting.

*Proper phone etiquette.

*Taught good customer service skills.

*How to/not to respond to a frustrated customer.

Training - United States Army Military Police School (03/30/1993)

Received a Diploma from United States Army Military Police School in Ft

McClellan Alabama after successful completion of the course during my

service as an Army Reservist. The course was a total of nine weeks, not

including my previous eight weeks of basic training.

Training - United States Army Basic Training (01/15/1993)

This was an 8 week course

Training - Wells Fargo Security Guard Training Course (08/01/1992)

40 Hours

Security guard basic training course:

*How to detect a problem before it arises

*Being a physical deterrent by my active presence in the institution

*Reporting properly to my supervisor and client

*How to respond to emergency situations

License

-Ordained Elder Life Changers international

-Private Protective Security Officer (Unarmed) (05/01/1998)

40 Hours

It was issued through the State of Tennessee Department of Commerce

Expired 2001

Certifications

-Secret Clearance (05/30/1993)

As a military police officer we all had to receive a secret security

clearance

Previous Weapons Qualifications and experience:

9mm handgun-US Army Marksman and US BOP Leavenworth/FLETC Certified

M16 Assault Rifle-US Army Sharpshooter and US BOP Leavenworth/FLETC

Certified

Shotgun-US BOP Leavenworth/FLETC Certified



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