Customer Service Management

SKILLS SUMMARY

# Personnel Services/Human Resource Management # Employee

Retention/Counseling

# Human Resource Allocations/Records Processing # Customer

Service/Reception/Public Relations

# Key Metric Analysis/Identification/Management # Office

Management/Executive Level

Support

# Employee Program Coordination/Resource Allocation # Equal

Employment

Initiatives/Enforcemen

t

# Training Development/Implementation # Risk

Management/Fiscal Efficiency

# Regulatory Interpretation/Application #

Policy/Procedure Compliance

& Enforcement

# Information Collection/Statistical Analysis # Conflict

Resolution/EEO Facilitation

# Over twenty years of "fast-track" progression through increasingly

responsible generalist management

positions directing large-scale, multi-faceted personnel,

security, and administrative operations.

# Results-oriented team player; exhibit a professional and positive

work ethic; conscientious and resourceful.

# Excellent planning, organizational, and "people" skills; confident,

hard-charging, and disciplined leader.

# Effective decision-maker using clear thinking, sound judgment, and

personal integrity.

# Solid supervisory background that consistently leads to quality

customer service.

# Education: Courses toward an Associate Degree in Business

Management, 33 semester hours

# Computer literacy: Windows and Microsoft Office (Word, Excel,

Outlook, PowerPoint)

AREAS OF EXPERTISE United States Marine

Corps, Human Resources, 6/91 to Present

TOP SECRET SECURITY CLEARANCE

Human Resource Management/Personnel Supervision

" Supervised/trained a staff of 35 in fast-paced personnel services

and support environments.

" Coordinated work flow and allocations; assigned work to

subordinates.

" Interviewed, classified, counseled, assigned, and oriented new

organizational members.

" Provided extensive customer service to process/resolve personnel

actions and financial discrepancies.

" Reviewed/screened personnel records in preparation for promotions,

training, and military separation.

" Created, updated, and maintained computerized personnel records

using specific military databases.

" Allocated budgetary funds and coordinated school dates for military

personnel training.

" Applied knowledge of provisions and limitations of Freedom of

Information and Privacy Acts, Equal

Employment Opportunity Mandates, and Affirmative Action

Directives.

Employee Recruitment/Retention/Training

" Explained reenlistment options, benefits, and obligations; complied

with equal opportunity directives.

" Administered urinalysis testing procedures screening for illegal

substance use. Supervised collection,

containment, and shipment to testing facility.

" Prepared and delivered status reports and recommendations to senior

management.

" Advocated equal opportunity, cultural diversity awareness, and

prevention of sexual harassment policies.

" Designed/implemented skills training programs to enhance technical

proficiency and knowledge.

" Developed and implemented Train-the-Trainer programs to disseminate

information more efficiently.

" Presented conflict resolution training and facilitated grievance

procedures.

Efficiency Management/Fiscal Oversight

" Created and established operating procedures improving data input

accuracy and customer satisfaction.

" Streamlined operational efficiency and work flow; provided

consistent services despite manpower shortages.

" Gathered, interpreted, and disseminated statistical data relating

to personnel and financial issues.

" Maintained accountability of/managed a $1.8M annual budget for the

Security Force Regiment.

" Extensive knowledge of Department of Defense financial pay system

and the Department of Defense

Financial Management Regulation (DoDFMR), Joint Federal

Transportation Regulations (JFTR), and

Classification and Travel systems Manual Regulations (ACTS).

Administration/Documentation

" Prepared and delivered status reports regarding personnel readiness

and capabilities.

" Wrote, revised, and published Standard Operating Procedures and

Quality Assurance Plans/Procedures.

" Calculated statistical data and submitted for review with higher

management.

Operations Planning/Risk Management

" Oversaw day-to-day operations; managed and allocated

personnel/equipment resources.

" Directed human resource operations; conducted recurring

inspections, noted deficiencies, and followed-up.

" Requisitioned equipment/supplies in accordance with allocated

budgetary funds and allowances.

Office Management/Support

" Managed the day-to-day office operations to include:

# Correspondence receipt, review, and disposition

# Creating and maintaining computer database and hard copy

files

# Coordinating and arranging travel and accommodations

# Complying with information security

requirements/confidentiality

" Maintained/updated life insurance data, emergency contacts, and

work history in personnel records.

" Reviewed and prepared reports and data on strength (gains and

losses) of personnel.

" Compiled, calculated, and analyzed statistical data, and prepared

management reports and summaries.

Information Analysis/Management

" Supervised the analysis, research, dissemination, and reporting of

personnel/equipment data.

" Oversaw the creation, revision, issuance, receipt, and quality

control of time-sensitive reports/info.

" Calculated and interpreted statistical data; determined trends and

applied metrics for forecasting.

MILITARY SERVICE

United States Marine Corps, Assignments Worldwide, 6/91 to Present

Available: May 2011

Administrative Manager/Chief--Security Force Regiment [Norfolk,

Virginia; 5/10 to Present]

" Supervise, review and monitor reports/administrative actions for a

1500-person organization.

" Input travel orders and vouchers into the Defense Travel System.

Initiate, analyze, research and coordinate

travel entitlements to ensure compliance with the JFTR/JTR/DoD

travel and transportation regulations.

" Successfully manage and disburse a $1.8M payroll for 1,490 persons.

" Liaison with the Inspector General to inspect them using the

Inspector General Automated Inspection

Reporting System (AIRS) and Marine Corps Administrative Analysis

Team (MCAAT) checklist.

" Coordinate/manage the Government Travel Charge Program for 1500

government charge cards.

Administrative Chief JOINS Section--Personnel Administrative Center

[Norfolk, Virginia: 2/09 to 4/10]

" Managed the join process for newly-assigned Marine and Navy

personnel; managed the accountability and

maintenance of the service records. Processed 1,500 travel claims

annually.

" Established a successful tracking process for the

issuance/accountability of 900 meal cards.

Administrative Chief--Inspector/Instructor Staff [Albany, Georgia;

7/05 to 1/09]

" Supervised, coordinated, and ensured timely and accurate reporting

for Reserve/Active Duty personnel.

" Developed the Mobilization Operational Readiness Deployment Test

(MORDT) administrative processing

states. Updated desktop procedures, developed a step-by-step

process and criteria for pay/entitlements.

Administrative Chief--ID Card Center [Camp Lejuene, North Carolina;

7/01 to 7/05]

" Supervised, coordinated, and ensured timely and accurate issuance

of military and civilian identification

cards to Reserve and Active Duty personnel.

" Gained a thorough working knowledge in operating the Standard Labor

Data Collection and Distribution

Application (SLDCADA).

Personnel Administrative Clerk, Assignments Worldwide [7/91 to

7/01]

" Facilitated day-to-day operations of a 3000 person organizations;

developed and implemented training

regimens and maintained/updated personnel records.

" Maintained liaison with other personnel agencies; scheduled record

reviews and appointments.

" Developed databases, duty rosters and control systems for projects.

" Expedited documents providing status reports, briefings and answers

to senior management.

" Managed the personnel database; processed personnel evaluation

reports, awards, and promotions.

Key Training: GSA Smartpay Travel Agency Operational Program

Coordinator, 2010

Electronic Key Management System Manager, 2010

Advanced Personnel Administration Course, 2005

Contact this candidate