Customer Service Manager
Resume:
Wendy M. Shank
Fallon, Nevada 89406
*****.******@*****.***
ACCOMPLISHMENTS
Regional Campus Administration: Managed a data base of 800 University of La Verne students which are
enlisted military at Naval Base Ventura County, CA. Prior military career provided an understanding the
needs of a military student. Provided in-service training which addressed; cultural diversity of the military,
vocational rehabilitation, veterans G.I. Bill service including “Post 911” members, bridge gap between
corporate culture and educational opportunities in Civil Service careers.
Customer Relations Improvement: Petty Officer Public Works Dispatch emergency service calls for naval
base. Restructured customer service desk procedures, created procedure manual, established policies to
prioritize trouble tickets which reduced call volume and increased customer satisfaction.
Accountability: Store Keeper, managed $100,000 automotive inventory, military gear, and uniforms.
Processed material requisitions, accountability from 65% to 90% during annual audit.
Flexibility: As a Builder, back filled as a Yeoman managed administrative tasks for command. Self trained
in military service records, command correspondence; awarded letter of professional ability.
CAREER SUMMARY
Academic Advisor, University of La Verne, 2007 – Present: Provided academic advisement to student
body. Responsibilities included but not limited to intake of potential student, provided articulation of prior
transcripts, admission evaluation, matriculation, articulation, establish degree plan and build rapport with
student. In a multicultural role I advocated for the student, dealt with discipline, academic dishonesty,
undergraduate appeals, maintained student database and grade reporting to military. Student population was
95% enlisted military and 5% civil servant. FERPA trained in military and university records.
Office Manager, Dormer King Inc., 2000 – 2001: Working directly for the CEO, maintained office
operations for home improvement company. Responsibilities included but not limited to: contract assembly,
managed customer files, appointment scheduling, incoming calls, mail distribution, and hiring staff, obtaining
county permits, payroll records, accounts receivable and accounts payable.
United States Navy, 1993 to 2000: Served in the United State Navy, Naval Mobil Construction Division
“Seabees”, Rank: E5, Rate: Construction Builder Petty Officer 2nd Class. Locations served: Construction
Battalion Unit 403, Annapolis, MD, and Naval Air Station, Keflavik, Iceland. Responsibilities included but
not limited to: Carpentry, masonry and brick laying projects. Collateral duties consisted of acting as division
Yeoman (YN) of administration, Storekeeper (SK) automotive center, and Builder (BU) public works
dispatch emergency service trouble calls in Keflavik, Iceland. Public Works: responsible for 646 military
facilities, base plumbing, weather related issues and managed 28 military personnel and 27 civil service
employees. Honorable Discharge 2000
EDUCATION
• Master of Science Business Organizational Management, University of La Verne, Point Mugu, CA,
May 2009
• Bachelor of Science Organizational Management, University of La Verne, Point Mugu, CA, May
2007
• Member of Alpha Lambda Delta & Alpha Chi National Academic Honor Societies
• Awarded Academic Honor of Summa Cum Laude & Departmental Honors in major
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