Customer Service Manager

TYRONE WILLIAMS

SENTEL/Honeywell

APO AE *****

Phone: 512-***-****

(DSN) 312-***-**** (x5438)

(COMM) 732-***-**** (x5438)

Email: ******@*****.***

OBJECTIVE

Excel in a managerial position, where I can use my diverse military

experience and professional experience to build and maintain a challenging

and rewarding environment that promotes personal, professional and superior

quality of life in support of current/future operational strategies, and

organizational development.

QUALIFICATIONS SUMMARY

Trusted, results-oriented manager with 20 years of progressive experience

in all facets of logistics, medical supply, material handler, warehousing

and inventory, communications, administration, safety, security training,

and QA/QC. Skilled at integrating customer specifications and technical

requirements with sound business practices to provide the best possible

services to surpass customer expectations. Proven ability to expertly

manage complex national and international programs in a dynamic

environment. Recognized leader with strengths in honesty, teamwork, multi-

tasking, self-starter, problem solving and commitment.

EMPLOYMENT HISTORY

Mine Resistant Asset Property PBUSE Operator / TPE Property Book Supply

Technician Honeywell/SENTEL - Al Asad, Iraq, 06/2009-Current

Process initial issues, turn in documents, lateral transfers, serial number

adjustments, Found on Installation (FOI's), data entry as well as queries

upon request utilizing the Property Book Unit Supply Enhanced (PBUSE).

Presented briefings to incoming and outgoing units covering Theatre

Provided Equipment (TPE) policies, procedures and expectations; answered

customer questions providing technical and procedural guidance, translating

supply problems into workable solutions. Managed multiple accounts,

providing each customer complete and accurate hand receipts including

cyclic and sensitive item inventory listings and monitored monthly

reconciliations. Reviewed forms for completeness, content, accuracy and

compliance with established Department of Defense (DOD) and US Army

regulations to determine the appreciate action based on the content of the

form(s). Processed Purchase Requests and Commitments (PR&C's), Financial

Liability Investigations and Property Losses (FLIPL), and SSN-LIN Automated

Management and Integrating System (SLAMIS) inquires.Solid understanding of

AR 710-2, DA Pam 710-2, AR 735-5; experience with DA form 3161, DD form

1348-1, DA form 4949, DA form 2765, DD form 200, DA 7531, DA form 3953, DA

form 2062 and DA form 1687.

Installation Security Officer, CSA, Camp Arifjan, Kuwait, 2008-2009

Worked as an armed and uniformed security personnel, investigating any

security breech in security of the installation. Trained as an armed

security officer. Provide appropriate escort for event offering deliveries,

address, and/or assist with any suspicious or questionable person(s) and/or

activity. Assist with accommodating visitor and/or member requests for

direction or information; document by written report any security incident.

Monitored uncleared construction contractors and other unclear personnel

while performing the daily functions in and around the secure site.

Supervised a team of thirteen personnel. As directed, coordinate access for

contractor vehicles and personnel; personal security badging within the

facilities to include construction sites. Very knowledgeable and familiar

with facility security badging and escorting requirements. Thorough

understanding of the facility security requirements. Administers security

programs and procedures for classified or proprietary materials, documents,

and equipment. Studies and implements federal security regulations that

apply to company operations. Obtains rulings, interpretations, and

acceptable deviations for compliance with regulations from government

agencies. Grant personnel and visitors access to restricted areas and

materials. Conducts security education classes. Investigates security

violations and prepares reports specifying preventive action to be taken.

Director, Customer Service, US Energy Savings Group, McAllen, Texas, 2007-

2008

Ensure that customer service procedures are being met by the staff to the

highest standard consistently and cashiers are accountable for these

expectations. Supervise and schedule operations to ensure that sufficient

staff is available during the service hours and that customer transactions

are processed accurately, efficiently, and courteously. Verify that all

work is balanced at end of day. Provide assistance to area staff with data

entry, special or difficult internal transactions or problems or customer

inquiries/problems. Provide follow-up guidance by instructing staff in the

handling of problem areas or transactions. Assist personnel in reconciling

errors as needed. Ensure prompt and courteous response to customer

inquiries. Investigate equipment malfunctions and request repair services

as necessary. Responsible for performing on-going on-the-job (OJT) training

phase for all new personnel assigned to the front end staff with the

assistance of the training director or other personnel as designated.

Evaluate learning of trainees, make recommendations for retention, and

transfer to regular status and location or termination.

Senior Manager, Sprint, Temple, Texas, 2001-2007

Managed a team of one hundred fifty personnel, located in multiple

locations. The technical support team supported high-end world phones and

blackberry (RIM) while maintaining high customer service standards.

Responsible for training personnel in the High Performance Work System.

Promote quality achievement and performance improvement throughout the

organization. Set QA compliance objectives and ensuring that targets are

achieved. Maintain awareness of the business context and company

profitability, including budgetary control issues. Assess the product

specifications of the company and its suppliers, and comparing with

customer requirements. Working with purchasing staff to establish quality

requirements from external suppliers. Ensure compliance with national and

international standards and legislation. Considering the application of

environmental and health and safety standards. Define quality procedures in

conjunction with operating staff. Set up and maintain control and

documentation procedures. Identifying relevant quality-related training

needs and deliver training. Ensure tests and procedures are properly

understood, carried out and evaluated and that product modifications are

investigated if necessary. Supervising technical staff in carrying out

tests and checks.

Operations Care Manager, Dell Financial Services, Austin, Texas, 1999-2001

Interact with customers to provide information in response to inquires

about products and services. Handled and resolve customer's complaints.

Assist individuals interested in opening accounts for various services.

Accurately gather personnel information by phone. Receive orders for

services to be installed, turned on, turned off, or changed. Resolved

complaints about billings and service provided. Explain how to use

equipment and solve any equipment problems. Experience using multi line

telephones, fax machines, and personal computers. Trained staff on safety

and received numerous outstanding performance recognitions. Takes pride in

work done within the firm, while understands and applies knowledge of

techniques, methods and skills needed on the job. Displays appropriate

range of technical skill, assesses situation, and accurately prioritizes

course of action. Generate thoughtful and supportable solutions.

District Manager, PrimeStar, Satellite, Copperas Cove, Texas, 1996-1999

Assist in the recruitment and hiring of the most qualified managers to meet

the district's needs. Conduct orientation, train and coach the management

staff in execution of daily tasks and to maximize sales. Participate in

administering company policies and developing long-range goals and

objectives. Coordinate sales promotion activities and pricing of

merchandise. Oversee preparation of merchandise placement and displays.

Review operational reports and records to ensure adherence to Company

policies and procedures, monitor store profitability, and manage payroll

budgets. Analyze marketing potential of new and existing store locations

and recommend additional sites or closing of existing stores. Coordinate

new store openings and/ or closing of existing locations. Ensure that

proper channels of communication exist between the stores and headquarters.

Oversee compliance of Store Managers with established Company policies and

standards, such as safekeeping of Company funds and property, personnel

practices, security, sales and record-keeping procedures, and overall

maintenance of the stores by performing required audits. Help solve

problems that affect the stores service, efficiency, and productivity.

Inspect premises of stores to ensure that adequate security exists and that

physical facilities comply with safety and environmental codes and

ordinances.

Logistics/Supply Team Supervisor, Department of Logistics, US Government,

1986-1996

Managed the procurement, receipt, storage, distribution, material control

and accountability of over $27 million in company assets. Planned and

coordinated logistical support for up to 2,500 members of an organization

when immediate response was critical to the mission success. Responsible

for maintaining and operating a Mission Stock Record Account (MSRA).

Supervised Medical Supply Warehouse and maintained 100% accountability of

the narcotics vault and its distribution to the hospital clinics.

Successfully maintained 100% inventory for over $25 million in supplies and

equipment. Organized efficient and timely distribution of Installation

Property for a complete new Military Division consisting of more than

10,000 soldiers. Implemented a new receiving procedure, which improved

receipt of stock efficiency by 25%. Performed duties as a

Sorter/Classifier/Identifier with the Defense Reutilization and marketing

Office (DRMO) Ft Hood TX and Ft Wainwright AK. Worked with the Director of

Logistics (DOL) team Ft. Hood as a Material Handler Lead. Established

warehouse procedures to organize over 7,500 line items. Edited received

supply transactions and post into SPBS, ULLS-S4 other ad hoc internal

systems as applicable; generate hand receipts and other accountability

documentation, as directed, generates standard and ad hoc report

Telecommunications Specialist, United States Army, 1979-1985

Plans, coordinates, and supervises installation, operation, maintenance,

and management of telecommunications systems and networks, including radio,

switching, cable, and automation equipment. Supervises the installation,

operation, strapping, re-strapping, preventive maintenance checks,

services, and unit level maintenance on communication security devices.

Directs restoration and alternate routing of circuits, trunks, links, and

systems. Develops and implements unit level signal maintenance programs.

Provides advice and technical assistance to subordinates and commanders.

Develops frequency operational requirements, telecommunications service

requests, and disseminates operations information to ensure communications

connectivity. Requests and ensures appropriate logistical support is

available at all times. Assimilates and reports system/network statistics.

Develops and implements training programs for signal personnel. Uses

computers to process operational and administrative information. Operates

system control facilities as part of Signal organization management

functions. Plans, directs, supervises and manages the installation,

operation, and maintenance of Information Mission Area (IMA) Signal support

functions within an integrated Army, Joint, or Defense telecommunications

network, to include coordinating the resolution of communication

difficulties within Army operated signal systems and networks, and between

Army, Joint, Defense wid commercial telecommunications activities. Develops

and enforces unit level signal maintenance programs, policies, and

procedures. Plans and coordinates logistic support for the command network

operations systems. Provides advice and technical assistance to commanders

and subordinate units/elements. Performs signal staff functions and

coordinates signal activities with higher, lower and adjacent head

quarters. Prepares and maintains reports, records, and operational

databases used to conduct signal support functions in both tactical and

strategic environments.

--- SECRET CLEARANCE ---

EDUCATION

High School Diploma

Property Management Course

Materials Management Course

Transportation Management Course

Traffic Management Coordinator Course

Logistics Management-Supervisory Course

TECHNICAL TRAINING and CERTIFICATIONS

PBUSE Certified (40 hours)

BPI Certification (40 hours)

Managing for Employee Results - (40 hours)

Performance Improvement Process - (40 hours)

Property Management Course - (40 hours)

Materials Management Course - (40 hours)

Transportation Management Course - (40 hours)

Traffic Management Coordinator Course - (40 hours)

Logistics Management - Supervisory Course - (40 hours)

Performance Management - Leadership Course - (40 hours)

Developing Talent in Employees - Leadership Course - (40 hours)

Managing Respect in the Workplace - Diversity Training - (40 hours)

Equal Opportunity Advisor Course - (40 hours)

Qualified in the use of the M16, M60, M9, M4 and M249

Driver Tactical and Non-tactical Vehicles

Defensive Tactics Course

OSHA Environmental Operations Coordinator - (40 hours)

Forklift Operator

Proficient using Windows, Excel, Word, Power Point, Access and Outlook

Microsoft Windows NT/2000 Course

Microsoft Office Suite Training

Professional Career Summary

. SENTEL/HONEYWELL, Iraq 2009 - Present

. CSA Security, Kuwait 2008 - 2009

. US Energy Savings Group, McAllen Texas 2007- 2008

Director, Customer Service (south)

. Sprint (formerly Nextel), Temple, Texas 2001 - 2007

Senior Manager, National Tier Two Technical Support

. Nextel - Hired as Customer Service Supervisor, promoted to Strategic Care

Manager, then to Senior Technical Support Manager

. Dell Financial Services, Austin, Texas 1999 - 2001

Operations Care Supervisor

. Zachery Persons Int, Houston Texas 1998 -1999 (overseas)

. PrimeStar Satellite, Copperas Cove, Texas 1996 - 1998

District Manager

. Department of Logistics, U.S. Government, (Various Locations) 1986 -

1996

Team Lead/Team Supervisor

. U.S. Army 1979 - 1985 SGT, Communications Specialist

Contact this candidate