Customer Service Supervisor
Resume:
Ta Loris J.M. Whitfield
P.O. Box ****
Rosepine, LA 70659
August 2011
Current Employer
258th Military Police Company
Family Readiness Group Leader
Fort Polk, Louisiana
Supervisor: Mary Crumby, CPT
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
Contact this candidate