Customer Service Management

Glenda Greer Jones

OBJECTIVE:

Having relocated to Alexandria, Virginia, I now seek to use my acquired

skills and years of experience in the defense industry and university level

administrative support to meet the goals of my next work challenges.

Clearance: TS/SCI, last active 2004

PROFESSIONAL SKILLS:

Extensive experience in entering, updating and tracking data in multiple

databases

Demonstrated organizational, planning and negotiation skills and the

ability to prioritize tasks, often with conflicting deadlines

Team leader over multiple employees with

ability to work independently and perform as a team member

Management skills: strong leadership, problem solving, planning, team

building, time management, conflict resolution and project management

Discreet and tactful in handling sensitive issues

Customer service skills

Reliable with excellent interpersonal and communication skills: "people

person"

Responsible for procurement, logistics, coordinating shipments and travel

Detail- and deadline-oriented; able to prioritize and multitask in fast-

paced environment with minimal supervision; attention to detail

Experience ensuring projects stayed on target, on budget and on time

Microsoft Office Suite skills: Excel, Word

WORK EXPERIENCE:

Quality Control Contract Processor

Stewart Enterprises, Dallas, Texas

2008 - 2009

Reviewed contracts for accuracy in accordance with company procedures

Coded and processed contracts utilizing company software: HMIS, Laser

fiche, AS 400, Microsoft Office Suite

Consistently handled high-volume workload meeting specified weekly and

monthly deadlines

Scanned contracts to home office

Filed hardcopy contracts

Interfaced with home office and local office personnel

Program Administrator

University of Texas at Dallas, Richardson, Texas

2006 - 2008

Prepared purchase requisitions and vouchers, travel authorizations, expense

reports and faculty payment authorizations

Reconciled credit card statements for program expenses

Managed communications and personal interviews with $46,000 executive level

program recruits. Guided students through application process, monitored

progress and maintained and submitted files for approval following strict

guidelines and university- and state-mandated deadlines

Liaison between faculty and students regarding classes, grades, and other

communication. Handled grade letter and student verification requests

Coordinated team meetings and teleconferences, luncheons and special

function receptions

Copied and distributed instructor course materials for 18 classes

Served as equipment coordinator and office supply manager

Program Coordinator Contractor for Superior Technical Resources

Phoenix Mars Lander Project (TEGA instrument)

University of Texas at Dallas, Richardson, Texas

2004 - 2006

Acted as procurement specialist for program parts from vendors through

purchase requisitions, credit card sales and vendor blanket order forms.

Worked closely with vendors for status updates

Set up and maintained database to monitor data concerning parts orders,

requisition data and delivery status

Tracked and coordinated shipments following logistics / supply chain

procedures to ensure timely delivery of end product

Created summary reports to keep management informed of all parts status

Prepared purchase requisitions, payment vouchers and monitored vendor

reimbursement

Maintained hardcopy files for all parts, including certifications and

purchase requisitions in accordance with contract requirements

Maintained checkout list of project parts ensuring accountability and to

secure parts

Reconciled program credit card statements

Prepared travel authorizations and expense reports for staff travel

Performed budgetary duties such as reconciliation of monthly cost reports

for management review

E-Systems / Raytheon

Texas / Missouri / Virginia / England

1982 - 2003

Performed a wide variety of duties in support of National Imagery and

Mapping Agency (NIMA) - geospatial intelligence, a division of National

Geospatial-Intelligence Agency (NGA)

Worked on classified projects in support of the Department of Defense (DoD)

and Defense Mapping Agency (DMA)

DR (Discrepancy Report) Administrator/Analyst:

* Acted as Team leader supervising multiple employees for data entry. In

charge of database for entering and tracking program discrepancy report

issues

* Led weekly DR review meetings as liaison for engineers to provide status

updates to management

* Incorporated status changes into database

* Generated and distributed weekly report for engineers, management and

customer

Requirements Management Team Analyst and Systems Engineering Assistant:

* Entered government contract requirements and action items into database

and updated changes

Technical Editor / Document Coordinator:

* Performed project management duties by coordinating engineering document

review. Ensured that technical documents were written and reviewed per

client specifications in the Statement of Work

* Logged document review status into database

* Liaison between engineers and word processing for document review and

revision

* Submitted final documents for release and printing

Program Controls Schedule and Cost Analyst:

. Maintained subcontractor database and generated weekly and monthly

reports for management and customer review. Entered schedule changes into

Microsoft Project and generated reports. Forecast program expenses in

Control 8 and generated Excel comparison reports between projected and

actual costs

EDUCATION:

Stephen F. Austin State University - Nacogdoches, Texas

Bachelor of Arts Degree

Secondary Teaching Certificate in English and History

Dallas Institute of Funeral Services - Dallas, Texas

Funeral Director Only license

4.0 GPA, Pi Sigma Eta honor fraternity

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