Customer Service Manager

Elizabeth Pini

****B Stewart Street Fort Polk, LA 71459

337-***-**** Cell phone 337-***-**** Home

email: *******@*****.***

Education:

University of the Rockies

Doctorate Studies

Major: Organizational Development and Leadership

6/2011 anticipated graduation 2014

Ashford University, Clinton, Iowa US

Master's Degree - 6/2011

Major: Public Administration

Ashford University, Clinton, Iowa US

Bachelor's Degree - 5/2009

Major: Organizational Management

Skills and Training which include all volunteer experience, and training:

2009- Current Main Post Chapel Sunday school teacher, Protestant Services

2009- Current Protestant Women of the Chapel Member

2010- Current Registered Red Cross, Case Manager Volunteer

2003-2004 Attorney General of Texas (Internship), San Antonio, Texas

2005- June Family Readiness Group Leadership Training Fort Sam Houston, TX

2009-August IMCOM Customer Service Officer Training Fort Jackson, SC

2010- April Family Readiness Group Leadership Training Fort Polk, LA

2010- April Army Family Team Building Training (AFTB Level I, II, III) Fort

Polk, LA

2010- April Social Services, "Scream Free" Advocacy Training Fort Polk, LA

2009 Army Family Action Plan (AFAP) Conference: Subject matter expert (SME)

on local community issues. Fort Polk, LA

2010 Army Community Service: Master Briefer/ Facilitator training, Fort

Polk, LA

2010 AFAP Conference: Community Delegate (Education Services) Fort Polk, LA

EXPERIENCE:

August 2010- current Vernon Parish School District, Substitute Teacher K-

12

Provide instruction and manage class room environment for LA-4 thru K-12.

Promote student learning by implementing teacher lesson plans, assign

student class work and homework. Actively maintain classroom control and

discipline in the absence of the regular teacher.

May 2010- Current Government Consultant (Self Employed)

Contracted to create and develop organization of federal government bids by

advising CEO, senior contract analyst and staff to develop technical,

operational and performance specifications, and/or the full extent of

financial, security and other contractual obligations related to a bid

solicitation. Contracted agencies: CTEC 2011, PALTECH 2010

August 2009- June 2010 Fort Polk Installation Customer Management

Services Officer

. Established, implemented, and coordinated all local administrative and

operational policies and procedures within the Customer Management System.

. Facilitated and instructed community building workshops and community

focus groups within the installation community.

. Developed, planned and conducted training for issue processes, to

include work group management and issue development as well as planning and

execution of all requirements needed for Installation Action Council

chaired by Garrison Commander and installation directors.

. Managed all aspects of local issues through the Interactive Customer

Evaluation system, analyzed, researched data and extracted information to

identify problems, and trends to assist in decision making for senior

management.

. Collected, compiled and formulated reports on a weekly basis to

Commanding General, Chief of Staff, Garrison Commander and Senior Executive

Board.

. Formulated community partnerships to aid in the accomplishments of the

Customer Management Services (CMS) mission by leading and conducting weekly

briefings and trainings on CMS program to constituent groups, mission

leaders and tenant service provider managers.

. Provided general program support to include conducting CMS information

and decision briefings, meeting coordination, scheduling, preparation of

memorandums/operational orders, and preparation of meeting minutes as

required.

Family Readiness Group Leader (Volunteer) C CO, 6 BN, 353rd REG, 1/62 IN

Fort Polk, LA. Honor Recipient of the Dr. Mary Walker Award 2008. Fort Polk

Installation Volunteer of the month of June 2010. Battalion FRG Leadership

Award July 2010. FRG Leadership Award May-2011.

February 2009- May 2011

. Lead and coordinated meetings for Family Readiness Group board to

communicate information to Soldiers and Families. Supported Soldiers,

Family members and civilians with information throughout year to enhance

the quality of life for members on Fort Polk and surrounding communities.

. Collaborated and coordinated with other Federal agencies, and with

professional organizations, community organizations, and governmental

agencies such as school boards, housing office, school and daycare

programs and colleges to ensure Families were made aware of all available

information, services, and resources which would minimize the stress of

the relocation process

. Lead, coordinated and facilitated transmittal letters and memos to

obtain request for fundraising events with installation management for

location, date, and time of activity for Family Readiness Group.

. Actively recruit non volunteers and actively keep track of

volunteer participation.

. Coordinate publicity with activities coordinator and news leader

editor.

. Actively conduct reviews and audits on budget to recognize needs and

interest of the unit group through communication by recognizing

restrictions and resource requirements.

April 2008- February 2009 Rent a Center Manhattan, KS.

Account Manager

. Managed rental accounts and met company account management goals and

expectation by collecting on past due accounts while maintaining accurate

records of past due activity. Assisted in reviewing expired accounts and

communicated with customers to promote timely payments.

. Increased the stores revenue through sales activities by greeting and

assisting customers on sales floor, obtaining new rental orders by

telemarketing and the distribution of printed materials, completing rental

agreements and maintaining the sales floors condition and keeping the

coworker informed of promotions and products.

. Loaded delivery truck, delivering merchandise to customers,

installed merchandise and instructing on proper use to the satisfaction of

the customer.

February 2007-January 2008 Halliburton Energy Services Odessa, TX

Administrative Specialist (contract position)

. Duties included new employee registration and records supervision

and coordination for new employees with assistance from Human Resources.

. Catalogued and retrieved confidential information of new hires in

the area of background checks, and physician pre-employment physicals.

. Processed new employee parking passes and application packages for

new employees for coursework in I-Learner continuing education in Petroleum

Technology.

. Communicated the organizations needs and priorities by instructing

the organizations vision and mission to new recruits in the orientation

training classroom.

. Conducted reviews of local consensus statistical analysis to identify

potential candidates for new recruitment purposes.

. Facilitated meetings suggesting ideas and giving perspective on local

problems to help insure new employee transition is efficient and effective.

April 2006-Jan. 2007 Army Community Services, Fort Sam Houston, TX

Family Advocacy Program Assistant

. Facilitated student learning in New Parent Support program.

. Provided support in planning activities, general reception

coverage, briefings and training for Family Advocacy operations for all

phases of program, to include logistics plans, summaries and statistical

support. Use of the Lean Six Sigma Methods was applied.

. Participated actively and cooperatively on volunteer and assigned

committees 2005 Recipient of Fort Sam Houston Garrison Community Volunteer

Mayor Award, 2005 Selected Nominee for Fort Sam Houston Independent school

district School Board of Trustees.

. Implemented community studies, analyzed goals and needs of

community and produced community newsletter which produced and enforced

community policies and events that support these objectives.

. Conducted confidentiality client assessment and referred intake

customer to appropriate programs.

. Administered support to Army programs including development to

policy for all service providers' guidance officers, budgetary, contract

and program management.

Attorney General of Texas Administrative Office Child Support Division Jan

2003- Jan 2004 (Internship San Antonio, TX) 2004 Honor recipient of

Developmental Award from the Office of the Attorney General of Texas (Greg

Abbott)

. Performed word-processing of routine and complex pleadings by

entering, retrieving, and updating child support case information on the

TXCSES system. Also corresponded and appropriately distributed and filed

documents.

. Monitored child support cases and notified parties of court dates,

Assisted Assistant Attorneys General and Child Support Officers (CSO's) in

preparing cases for court and processing cases after court.

. Filed pleadings with court clerks and researched court records to

obtain divorce decrees, child support orders and other needed documents or

information.

. Assisted with opened cases on the Texas Child Support Enforcement

System (TXCSES); and assisted on assessing cases to determine case type,

validity and completeness of information. Requested missing information or

documents and, forwarded cases to the appropriate CSO.

. Responded to moderately complex telephone inquiries concerning

child support cases; provides case status and payment information; explains

child support policies and procedures. Served as a backup to

receptionist/switchboard operator.

May 2005- March 2006 Attorney General of Texas San Antonio, TX Lead

Paternity Project Officer

. Acted as expert advisor in assessing routine and complex child

support cases with child support officers, administrators and attorney's to

determine appropriate actions and documents needed to collect child support

in opened cases within the state.

. Catalogued, retrieved and updated confidential child support case

information on the TXCSES system and computed a program system in windows

excel that formulated a more proficient statistical report which resulted

in more efficient operations.

References:

Joyce Mussey, Serco Contract Regional Manager for Customer Service Officer

IMCOM Headquarters 703-***-****

Captain Erica Chalbalko, Charlie Company Commander 337-***-****

Cathy Adams, SFAC, ACS and AFTB Contact 719-***-****

Contact this candidate