Customer Service Management

Jolie C. Browder

***** ******** ******, ***.*** Spotsylvania, Va. 22553 540-***-****

*****.*******@*****.***

SUMMARY OF QUALIFICATIONS:

Over 4 years of experience in government contracting, including administrative and analytical

support, as well as 5 years prior service in the United States Navy. Efficient, detail-oriented,

highly organized, with strong analytical and problem solving skills. Also proficient in Microsoft

Word, Excel, PowerPoint, and Outlook.

PROFESSIONAL DEVELOPMENT:

Professional Development:

B.S.; currently enrolled; Liberty University (online), Roanoke, VA; Business Management

Other Training:

• January 2011; Defense Acquisition University (DAU); CLM 025; COTS Acquisition for

Program Managers; Certificate of Completion

• January 2011; DAU; CLM 017; Risk Management; Certificate of Completion

• December 2010; DAU; CLE 007; Lean 6 Sigma for Manufacturing; Certificate of

Completion

• December 2010; DAU; LOG 204; Certificate of Completion

• October 2010; DAU; ACQ 201A; Certificate of Completion

• September 2010; 7 Habits of Highly Effective People

• June 2010; DAWIA Level I Certification Program Management

• May 2009; DAU; Six Sigma: Concepts and Processes; Certificate of Completion

• September 2008; DAU; ACQ101; Certificate of Completion

• July 2007; Basic Federal Contracting Course

• April 2007; ISO 9001:2000 Auditor Training

Awards & Recognition:

• Five Years of Government Service Award (November 2009)

• “On-The-Spot” Award (April 2010)

• “Outstanding Customer Service” Award (August 2006)

WORK EXPERIENCE:

SCCI; 0 yrs. 8 mo.; 12/10–Present; Jr. Configuration Analyst

• Perform quality assurance checks for data accuracy and assist with resolution of

discrepancies.

• Perform change status verification and research alterations.

• Participate in Review Board Meetings; prepare agendas and minutes as directed.

• Participate in meetings and assist in the participation and presentation of briefings.

Responsible for reporting of Change Status Report and Availability reports on a monthly

•

basis.

United States Marine Corps (government); 1 yrs. 2 mos.; 10/09–12/10; MCSELMS

Helpdesk Analyst and Northrop Grumman (contractor); 1 yr. 9 mos.; 09/08–10/09;

MCSELMS Program Analyst

Validated requirements and schedules with Project Officer to aid in software consolidation

•

and management of software enterprise agreements (EA) and transfer of software licenses

within United States Marine Corps (USMC).

Fielded and solved hundreds of questions and issues that came into the MCSELMS helpdesk

•

from customers both inside and outside MARCORSYSCOM, providing superior customer

service.

Performed daily tasks to include; IT Procurement Request Approval System (ITPRAS), DON

•

Application and Database Management System (DADMS), PRBuilder, Marine Corps

Common Hardware Suite (MCHS) Shopping Cart, and Virtual Procurement Management

System (VPMS) processes and procedures, and product information and key points of

contact.

Provided overall enterprise software license management support and physical distribution of

•

products, including database management, web updates, and other actions necessary to

ensure the effectiveness of the overall program.

Interfaced with primary customers, senior technical staff, and vendors worldwide such as the

•

MCHS, Marine Corps Common Hardware Suite, Marine Corps Enterprise Desktop

Standardization, Total Force Structure Management System (TFSMS) programs, MCSC

Strategic Business Teams, various USMC commands, and software resellers.

Integrated MCSELMS and MCHS processes and procedures. Developed and maintained

•

numerous databases and spreadsheets to track the various versions of enterprise and non-

enterprise software throughout the Marine Corps.

Validated requirements and schedules with the Project Officer to aid in software

•

consolidation and management of software enterprise agreements (EA) and transfer of

software licenses within the United States Marine Corps (USMC).

Reviewed and recommended approval or disapproval of purchase requests within PRBuilder.

•

Northrop Grumman; 0 yrs. 8 mos.; 01/08–09/08; GCSS-MC Executive Assistant

• Served as primary administrative contact the GCSS-MC PM, Deputy PM and Operations

Manager by performing daily administrative tasks, including tracking calendar entries and

daily meetings, reserving conference rooms, etc.

• Checked in visitors by ensuring badges were visible and that they were properly logged in.

• Responsible for ensuring business operating supplies were stocked in facility.

• Reviewed and processed travel requests and vouchers for GCSS-MC government staff

through Defense Travel System (DTS).

• Arranged travel orders for PM and Deputy PM and processed vouchers when travel was

complete.

• Ensured all non-NMCI equipment custody receipts were accurate and signed by the GCSS-

MC employee.

Kept training records for all GCSS-MC staff members and maintained training log for

•

Operations Manager.

A-T Solutions: Inc.; 1 yr. 2 mos.; 12/06–01/08; Operations Assistant

• Aided the Director of Operations in supporting organizational functions critical to day-to-day

operations.

• Responsible for routing, control, and signatures of employee timesheets as well as

maintaining monthly Percent Time Worked, Labor Forecasting, and Monitoring Reports.

• Participated in writing Teaming Agreements and Proposals. Cross-trained in Contracts and

Finance Department by assisting with filing contracts and performing various duties.

• Implemented the OSHA Safety Program and was appointed Safety Coordinator. Ensured

OSHA safety standards were followed by conducting monthly inspections of facility and

scheduling required training. ISO 9001 auditor training completed.

First Market Bank; 1 yr. 5 mos.; 06/05–10/06; Financial Service Advisor

• Provided superior customer service while conducting a variety of banking transactions as

well as cross selling financial services to new and existing customers.

• Opened and closed accounts, assisted customers with loans, received and paid out money,

and maintained accurate transaction records.

• Responsible for daily balancing of cash drawer, ATM and currency vault.

• Attained goals in the area of sales, service and operations.

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