Customer Service Manager

Susan L Trejo

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

McChord AFB, WA USA 98439

Email: abjmgf@r.postjobfree.com

Home: 253-***-****

Cell: 907-***-****

Citizenship: United States

Veteran's Status: Veteran, Retired 04/10/1989 to 05/01/2009

Veteran's Preference: 5 points, VEOA, VRA

WORK EXPERIENCE

McVeigh Sports and Fitness Center. (11/30/2009 to 9/15/2010) - Assistant

Manager

Ft Lewis, WA, USA

Supervisor: James Joseph 253-***-****. Contact: Yes

Salary: $15.17/hour

Hours per week: 40

Duties: Served as Fitness Facility Coordinator and assisted in the daily

operations/function required to manage a fitness facility up to 64,798 SQ

FT. Worked under the direction of the Facility Manager. Assisted the

Fitness Facility Manager in overall management and operation of the

facility. Assisted with the scheduling and outreach of organizational units

at the facility. Submitted recommendations for budgetary and manpower

requirements. Assisted in the development and reviewed specifications for

instructors and other contracts. Oversaw facility cleanliness contracts and

standard operating procedures. Conducted classes and walked facility rooms

to provide guidance as appropriate. Assisted in the assessment of facility

requirements and helped develop plans and specifications for projects to

augment or replace fitness and sports facilities. Assisted in publicizing

sports facilities, programs and events by drafting articles for local

newspapers. Utilized Internet Explorer to research, print and create

McVeigh's Material Safety Data Sheet (MSDS) Active and Retired Binders.

Binders contain over 55 MSDS's. Reorganized all personnel files. Placed

them in 6 part folders for better organization. Created excel spreadsheet

and binder to organize all training completed for facility. Training

requirements were touchable. Used Microsoft Word to create daily checklist

for Recreation Assistant and Custodian. Ensured that all shifts were held

accountable for daily tasks. Created Civilian Personnel Information Board.

Worked with another facility manager to compile all the needed bits of

information to help all staff members inform themselves or where to go to

get information as needed.

Goldrush Inn (07/01/2009 - 08/27/2009) - Assistant Lodging Manager

Eielson AFB, Alaska USA

Supervisor: Andres Flores - 907-***-****; Contact: Yes

Salary: $17.00 per hour

Hours per week: 40

Duties: Managed 54 staff members. Worked with the 354th Fighter Wing

Protocol to set up reservations, inspect rooms, ensured that standards are

not only met, but surpassed, for the most pleasant visit possible.

Developed policies and procedures, which resulted in competent and

effective operation and utilization of all lodging assets. Prepared budget

estimates and controls of disbursement of funds. Generated $2.2M in room

revenue to date. Oversaw staff during base exercises to guide and train

them to follow proper chain of events during each scenario. Quality

assurance inspector- checked housekeeping, maintenance and front desk for

accuracy according to Air Force Guidelines & Standard Operating Procedures.

Customer service always at the forefront.

Goldrush Inn (03/04/2009 - 06/30/2009) - Assistant Guest Services Manager

Eielson AFB, Alaska USA

Supervisor: Andres Flores - 907-***-****; Contact: Yes

Salary: $15.00 per hour

Hours per week: 40

Duties: Ensured that all lodging facilities were used correctly in

accordance with instructions/regulations. Scheduled and maintained 9 front

desk staff. Guided training for new front desk personnel. Handled guest's

complaints and resolved them. Worked with Protocol to make reservations for

all DV's visiting the area. Used fax machine to make and confirm

reservations. Ensured customer service was a top priority.

Baker Field House Fitness Center (03/16/2005 - 05/01/2009) - Fitness

Section Chief

Eielson AFB, Alaska USA

Supervisor: Capt Jason Ware - 302-***-****; Contact: Yes

Salary: $1,850.00 per bi-week

Hours per week: 60

Duties: Supervised 20 military and civilian personnel. Procured training

for staff members. Worked with Protocol to set up tours for DV's through

facility. Ensured economic operation and customer satisfaction. Managed

appropriated and non-appropriated budget requirements and these accounts.

Worked with commanders and unit fitness managers on the Air Force program.

Scheduled and directed sports and fitness programs for base populace to

participate in. Directed Annual Field Day for wing. Over 1,000 participants

in 25 events. Assisted with annual "Breakup Party". Event held in fitness

center with over 2,000 participants. Oversaw maintenance for over $3

Million in equipment. Coordinated with Marketing producing all promotional

products for the Fitness Center. Directed a $24M add/alter for the Baker

Field House Fitness Center. Personally purchased $1M on Government Purchase

Card and $1.2 M through the Contracting Office (Form 9s and statements for

work). Procured shipping to the best benefit of the government. Managed 7

personal service contracts. Volunteered to teach Customer Service to new

airman arriving at Eielson AFB. Exercise Evaluation Team (EET) member.

Worked for the Wing Inspector General to test base during exercises.

Checked FPCONs and exercise books to see if proper information is being

passed and followed. Assisted Lead EET with designing exact scenarios to be

used during each exercise.

Hand selected by 354th Mission Support Group Commander for 90 day detail to

assist with the running of the Drug Demand Reduction program. Coordinates

drug testing activities with the DRPM (Demand Reduction Program Manager)

and other agencies as applicable. Ensured that specimens were collected,

packaged, and transported to the drug testing laboratory according to the

forensic requirements of the Air Force Instructions (AFI). Established

procedures to ensure the integrity of the program. In conjunction with the

DRPM, monitored the rate of untestable specimens and took appropriate

action to ensure less than one percent of specimens were untestable.

Verified results were received for every specimen sent for testing, tracked

outstanding results and performed follow-up with the testing laboratory to

resolve issues of turnaround times, outstanding results, and untestable

specimens. Communicated findings and proposed resolutions to untestable

discrepancies in writing to the DRPM. Safeguarded the sensitive medical

information that testing may generate in accordance with AFI 37-132, Air

Force Privacy Act Program. Surpassed Air Force standards of required

testing times. Testing days were more than doubled.

General Enlisted Aide (07/31/2003 - 03/05/2005)

Ft. McNair, District of Columbia USA

Supervisor: Maj. Gen Michael Dunn - Unknown; Contact: Yes

Salary: $1,300.00 per bi-week

Hours per week: 50

Duties: Performed task and details so that the Generals primary and

official duties were not hindered. Duties related to the support of

military and official responsibilities. Cared for the facilities, inside

and outside. Assisted in planning, preparing, arranging, and conducting

official social functions and activities. Assisted in preparing financial

reports associated with the general officer quarters maintenance and

repair. Worked at the Secretary of the Air Forces Dining Facility in the

Pentagon. Prepared food to order. Setup all parts necessary for official

functions. Served food, backed up line and torn down after the function.

NCOIC Recognition Office/ Sp Msn Flight Attendant (07/14/1998- 07/30/2003)

- Andrews AFB, Maryland USA

Supervisor: Lt Co Sheppard - Unknown; Contact: Yes

Salary: $1,100.00 bi-week

Hours per week: 40

Duties: Provided for safety and comfort of passengers and crew in flight.

Accounted for documents and monies and maintained aircraft documents and

records to satisfy Air Force, United States civil and international

requirements. Loaded and unloaded luggage. Purchased, prepared, and served

meals to all passengers and crew on aircraft. Organized recognition

ceremonies for promotions and going away celebrations for the squadron.

Helped senior leadership write award packages for Air Force level awards.

Services Technical Instructor (11/10/1993 - 04/16/1998)

Lackland AFB, Texas USA

Supervisor: TSgt Mary Lou Gonzales- Unknown; Contact: Yes

Salary: $1,150.00 bi-week

Hours per week: 40

Duties: Instructed personnel just entering the Services career field on all

aspects of the job to include customer service. Taught students through

lecture, then took them to hands on cooking and then to the site for

deployment training. Students learned the basics of cooking procedures and

types, and portion control during meal service. Students spent a week at a

site setting up tents, cooking, field sanitation, and first aid/buddy care

to prepare for future deployments. Maintained test control, kept student

records, and organized a final graduation, to include invitations for guest

and speaker. Taught first ever Lodging Fundamentals course for the Air

Force. Mastered Microsoft PowerPoint while creating a slide show used in

class as a teaching tool. Taught students how to make reservations, check

in, check out, make change, and run credit cards. Focused on teaching Air

Force requirements of authorizations for individuals to stay in Air Force

Lodging.

Whiteman Inn (03/18/1992 - 10/19/1993) Billeting Desk Clerk

Whiteman AFB, Missouri USA

Supervisor: MSgt Steven Marley - Unknown; Contact: Yes

Salary: $950.00 bi-week

Hours per week: 40

Duties: Greeted customers, assured guest authorizations to stay in lodging,

checked in and checked out guest. Collected payments from guest for charges

in cash, check and credit cards. Used the Wang system to run the front desk

operations. Worked with maintenance section to ensure that all work orders

were completed in a timely manner.

Launch Control Facility Chef (07/27/1989 - 03/17/1992)

Whiteman AFB, Missouri USA

Supervisor: SSgt Danny Jackson - Unknown; Contact: Yes

Salary: $840.00 bi-week

Hours per week: 40

Duties: Worked at a Launch Control Facility that was at a separate location

from the base. Maintained kitchen at facility. Cooked all meals for

employees residing at the site. Controlled kitchen inventory, funds, and

secured forms in kitchen.

Technical School Trainee (05/26/1989 - 07/14/1989)

Lowry AFB, Colorado USA

Supervisor: N/A - N/A; Contact: No

Salary: $840.00 bi-week

Hours per week: 40

Duties: Learned the basics of cooking, baking, food storage, kitchen and

food sanitation, and re-enforced personal hygiene.

Basic Trainee (04/09/1989 - 05/25/1989)

Lackland AFB, San Antonio, Texas USA

Supervisor: N/A - N/A; Contact: No

Salary: $840.00 bi-week

Hours per week: 40

Duties: Prepared individual for the physical and mental aspects of being a

member of the US Air Force.

EDUCATION

Currently enrolled at Walden University in BS in Instruction Design and

Technology (Education)

Community College of the Air Force (07/23/2000 - 06/17/2001)

Maxwell AFB, Alabama USA

Degree: Fitness, Recreation, & Services Mgt

Description: This degree has a wide capacity for use. Food Production,

Hotel Operations, Fitness and Sports Management, customer service,

leadership, management and military studies are all part of the program

requirements

Community College of the Air Force (03/14/1994 - 06/17/1994)

Maxwell AFB, Alabama USA

Degree: Instructor of Technology & Military Science

Description: Completion of Technical Training Instructor Course required -

Provided training on communicative skills, learning process, questioning

techniques, human relations, developmental approach, instructional system

development process, preparation and use of training documents,

instructional aids and materials, and student measurement, administration,

and counseling. Obtaining a Technical Training Teaching Practicum required

- A maximum of one year of teaching in the classroom and work environment,

plus continuing education classes.

Art and Fashion Institute (08/15/1985 - 06/15/1986)

Atlanta, Georgia USA

Degree: Diploma - Major: Music Entertainment Management

Description: A diverse course involving the music business. Made

commercials for radio broadcast. Learned how to make a video for a class

project. Utilized a functional studio to record songs and then edits them

for the best sound possible.

ADDITIONAL INFORMATION

Training - Operation Excellence (02/09/2010)

Online Customer Service Training

Training - FMWR Basic Management Course (02/09/2010)

Over view of Civilian Personnel Management (Online Course)

"Secret" Security Clearance

Training - DOD Government Purchase Card Course (10/06/2006)

Rules and procedures for purchasing using the Air Force Government Purchase

Card.

Specialized Education - Phase I, Advanced Culinary Skills - 8E-F5/800-F17

(11/23/2003)

Distinguished Graduate

Formal dining-Table setting, wine matching and serving, preparing and

serving of appetizers, soup/salad, main course, and dessert.

Specialized Education - Technical Writer Principles (08/25/1997)

This course provided training on the skills and knowledge necessary for

writers of technical materials. The course included applicable Air Force

and Air Education and Training Command directives, English grammar and

composition, illustration selection, and practical exercises that require

research, planning, writing, and editing.

Certification - Technical Training Instructor Course (12/15/1993)

Trained selected personnel to perform instructor duty in Air Force

technical training courses. Provided training on communicative skills,

learning process, questioning techniques, human relations, developmental

approach, instructional system development process, preparation and use of

training documents, instructional aids and materials, and student

measurement, administration, and counseling. Students planned, developed,

and presented lessons using the lecture and demonstration methods of

instruction or technical specialty.

ADDITIONAL EDUCATION -

Principles of Instruction (01/16/1993)

Trained active duty Air Force, AFRES, ANG, and other DoD personnel involved

in conducting instruction. Included instruction methodology with an

emphasis on actual practice teaching. The major subject areas included the

learning process, communicative skills, curriculum development,

instructional media, student measurement, lesson planning, questioning

techniques, and student counseling.

Certification - Technical Training Teaching Practicum (05/15/1994)

Course developed training instructors within Air Education Training

Command. Spent up to 1 year exercising practical teaching skills.

Specialized Education - USAF Senior Non-Commissioned Officer Course - DL

(08/17/2007)

Leadership/Management III, Managerial Communications III, Military Studies

III

Specialized Education - USAF Non-Commissioned Academy (09/09/2004)

Leadership/Management II, Managerial Communications II, Military Studies II

Specialized Education - USAF Airman Leadership Course - (09/01/1992)

Leadership/Management I, Managerial Communications I, Military Studies I

AWARDS

Goldrush Inn Employee of the Month - April 2009

Senior Non-Commissioned Officer of the Quarter - 2nd Quarter 2007

Non-Commissioned Officer of the Quarter - 2nd Quarter 2005

89th Operations Group Outstanding Performer of the Year - 2001

99th Airlift Squadron Outstanding Performer of the Year - 2001

99th Airlift Squadron Team of the Year - 2001

510th Missile Squadron Support Person of the Month

510th Chef of the Quarter - 3rd Quarter 1990

Launch Control Facility of the Quarter - 3rd Quarter 1989

Best Missile Feeding in Strategic Air Command - 1989

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