Customer Service Management

RICKEY J. NICKS, SR.

**** ****** **** *****

Killeen, Texas 76542

[H] 254-***-**** abid4p@r.postjobfree.com

[C] 254-***-****

SKILLS SUMMARY

# Personnel Services/Human Resource Management # Employee

Retention/Counseling

# Human Resource Allocations/Records Processing # Customer

Service/Reception/Public Relations

# Training Planning/Coordination # Administration/Report

Generation

# Regulation Interpretation/Application #

Policy/Procedure Compliance &

Enforcement

# Information Management/Files Creation # Office

Management/Executive Level

Support

# Work Flow Analysis/Prioritization/Scheduling #

Quality Control/Productivity

Improvement

# Professional Demeanor/Calm Under Pressure # Proactive

Problem Solver/Troubleshooter

# High Energy "People" Person/Customer Oriented # Well-

Organized/Attentive to Detail

# Efficient Time Manager/Consistently Meet Deadlines # Effective

Communicator--Oral & Written

# Eight years of progressive administrative and personnel/human

resources services experience in fast-paced,

Deadline-driven, priority-controlled military environments.

# Experience working in fast-paced work environments; productive work

habits.

# Exercise a well-developed sense of discretion when obtaining or

releasing information.

# 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 led to quality

customer service.

# Experienced managing multiple tasks simultaneously with no

supervision; organized leader.

# Ability to learn new tasks quickly; decisive and results-oriented

team player.

# Computer literacy: Internet/email, Windows, and Microsoft Office

products -- type 70 WPM.

EDUCATION B.S. in Business Administration {GPA: 3.0}, Almeda College

- 2006

A.S. in Human Resource Management {GPA: 3.8},

Virginia College - 2010

U.S. Army: Graduate, Information Management Officer

Course

Primary Leadership Development and Basic NCO

Courses

- Rated Superior in Oral Communication,

Leadership Skills,

Working as a Team Member, and Research

Ability

AREAS OF EXPERTISE

Human Resource Management/Personnel Supervision

" Supervised/trained a staff of nine 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.

" Maintained and updated personnel records for organizations with 800

personnel.

" Provided extensive customer service to resolve personnel actions

and financial discrepancies.

" Accurately and expediently processed SIDPERS transactions: finance,

leaves, promotions, levy orders.

" Reviewed/screened personnel records in preparation for promotions

and separation from the military.

" Created, updated, and maintained computerized personnel records

using specific military databases.

" 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.

" Provided information to military members regarding deficiencies in

their training and qualifications

required for career path progression. Selected personnel for

advanced schools and training.

" 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.

RICKEY J. NICKS, SR. Page Two

Office Management/Administration/Mail Processing

" 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.

" Managed appointment calendars; coordinated professional/social

appointments for 10 persons.

" Scheduled recurring meetings, contacted appropriate personnel, and

prepared associated

Documentation: agenda, briefing packets, and visual presentation

media.

" Processed 1,000 pieces daily of incoming/outgoing mail; Applied US

Postal Regulations and Procedures.

" Utilized mail processing equipment including meters and scales to

properly process outgoing mail.

Data Entry/File Management

" Formulated, revised, and typed a variety of technical/non-technical

correspondence.

" Developed, maintained, and updated alpha/numeric and specialized

filing systems.

" Maintained and met suspense systems on all internal and external

actions.

" Collected, compiled, and collated data for various monthly

summaries and reports. Developed

and maintained spreadsheets/databases; input data; and prepared

statistical reports.

" Provided financial, legal, personnel, postal, and record keeping

support.

PROFESSIONAL WORK EXPERIENCE

Omega Training Group Cubic Corporation, Fort Hood, Texas January 2010 to

present

Personnel Clerk

" Serves as a staff member of a civilian human resources team

responsible for providing technical advice and assistance in a variety

of civilian Human Resource (HR) program areas to all levels within the

Headquarters, Installation Management Command (HQ IMCOM).

" Participates in development, execution, evaluation, and oversight of

civilian HR programs in the areas of recruitment/ staffing and

position management/classification

" Plans and carry out complete projects involving specific HR areas or

portions of broader studies to resolve controversial issues or

problems at the MACOM level

" Analyzes significant HR management issues and problems and develop

recommendations and alternative solutions

" Provide administrative support for the Hood Mobilization Brigade

(HMB) S-1 section, to include: validate pre-deployment manifest

rosters, DAMPS data entry to support TCS orders

" Provide personnel to perform data entry to support Post Deployment /

Mobilization Respite Absence (PDMRA) processing. Contractor will

receive, collate, and forward required PDMRA documentation to the HMB

S-1

" Provide personnel to support mobilizing units with Personnel Asset

Inventory (PAI) processing. Contractor will receive required

documentation, reconcile with personnel rosters, and provide to HMB S-

1 for resolution

" Performs a wide variety of tasks pertaining to separation &

retirement of military members

" Computes & provides a variety of information including retirements

(length of service, physical disability, & early), discharge and/or

release from active duty (contractual, chapters, physical

" Audits and resolves problem cases involving overpayment or

underpayment

" Ensures pay actions are correct from a regulatory standpoint

" Performs reviews of pay transactions upon request of service member

or other authority

" Reviews actions rejected by the automated pay system to determine

the reason for rejection and makes necessary corrections in the

automated pay system

" Receipt and validation of pre-deployment unit manifest rosters.

" Receipt of TCS request rosters, review of rosters, and

identification of any issues, coordination of issue resolution, and

input of required information into Army directed systems, including

but not limited to DAMPS.

" Preparation of Post Deployment/Mobilization Respite Absence (PDMRA)

packets through receipt of required information, review and

coordination of corrections as necessary, and collation of required

PDMRA documentation.

" Provide support to mobilized units in conducting Personnel Asset

Inventory (PAI) processing as necessary. Receipt of required unit

documentation, reconciliation of data with unit personnel rosters, and

coordination and resolution of any discrepancies.

RICKEY J. NICKS, SR. Page Three

Omega Training Group Cubic Corporation, Fort Hood, Texas January 2010 to

present

Senior Plans Coordinator/Security Manager

" Oversaw and provided customer service support Mobilization and

Demobilization of National and Reserve Units.

" Ensured that the Mob/Demob units transition the Soldier Readiness

Processing (SRP) and Reverse Soldier Readiness processing (RSRP).

" Serves as the primary information flow conduit, providing current

information to both the unit and the appropriate supporting agencies.

" Ensure that Demobilization planning and timelines are built, that

deadlines are met and that coordination is made between all the

supporting agencies and the unit.

" Selected, supervised, trained, evaluated and motivated culturally

diverse work force to include up to 18 personnel, accomplishing

organizational goals in a timely and efficient manner. In coordination

with the MOB "Planner, prepare and update handbooks and "read on"

books for senior leadership, middle management or action officer

level.

" Prepared and updated SURE CHARTS for submission to DIVWEST.

( Oversee the application, submission, and determination

processes for security clearances and employee suitability.

( Brief new employees on information and personnel security

application procedures

( Ensure compliance with refresher training requirements;

provide day-to-day guidance to administrators and managers regarding

personnel security processes

( Conduct foreign travel briefings; maintain personnel

security databases

( Conducts debriefing with employees departing or if

clearances are revoked or otherwise terminated

( Maintain and monitor periodic re-investigation updates.

Perform electronic State and National background

checks.

( Served as Management Supervisor with Omega Training Group

Cubic Corporation

( Developed skills to include specializations in operations,

logistics and Program/Project Management.

( Developed, coordinated and maintained a variety of

contingency, emergency and mobilization plans (civil

disturbance, and disaster control plans)

( Attend meetings and IPRs as necessary to provide update on

unit status on all security requirements.

( Brief unit representatives on security requirements and

proper documentation as necessary

( Communicate with units on the status of security clearances

on a regular basis.

( Provide guidance on the activation and manning of security

containers.

United States Army [SSG/E-6], Fort Hood, Texas, April 2001 to October 2007

Personnel Services/Human Resources Specialist/Postal Clerk (42A),

2003 to 2007

" Provided personnel services support to a 550-person organization;

supervised a staff of nine.

" Received, reviewed, input, and processed personnel transactions;

updated/maintained records.

" Provided extensive customer service to resolve personnel actions

and financial discrepancies.

" Prepared ID cards for military personnel and family members; input

members into the DEERS system.

" Prepared employee incentive awards and facilitated personnel in/out

processing.

" 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.

" Processed transfers, reassignments, promotions, demotions,

reclassifications, separations, and retirements.

" Completed a one-year assignment in Camp Taji, Iraq (2005-2006)

providing support to 800 persons.

" Completed a one-year assignment in Korea (2002 to 2003) providing

postal support.

" Achievements: Led four subordinates to achieve promotion to

Sergeant.

Mentored several subordinates to win NCO of the

Month and Soldier of the Month.

Oversaw mail room activities which led to inspection

ratings of Satisfactory.

Encouraged 100% of subordinates to enroll in

correspondence courses.

Established and monitored a system that ensured all

performance appraisals were

Completed and turned in prior to deadlines--60 turn-

ins with zero late turn-in.

Instrumental in postal operations earning 10 out of

10 rating during final two

inspections

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