Customer Service Assistant
Resume:
Kim L. Montgomery
Columbus, Georgia 31909
E-Mail: ********@*****.***
Objective: To obtain a position that will fully utilize my skills and
offer an opportunity for continued professional growth.
PROFESSIONAL SKILLS:
Management:
* Supervised team of 18-20 staff members
* Coordinated employee orientation for new hires
* Provided coaching and feedback to staff members while providing
individual performance requirements
* Performed personnel actions
* Interviewed incoming and assigned personnel for new job assignments
* Coordinated and managed functions in the office which entailed
maintaining the units budget and travel costs while identifying and
recommending solutions based on current trends
* Setup and supervised on the job training plan, programs and materials
* Performed variety of human resource management functions to include
updating personnel files and records, entering and processing payroll,
enrollment in employee benefits, and coordinated employee development and
training
* Researched, developed, published and distributed standard operating
procedures for new products implementation for Call Center use
* Developed written material covering standard operating procedures on
maintenance and distribution of class files and records, while
determining whether new methods are needed
* Customer Service Responsibilities to include evaluating customer
complaints, recommending solutions and ensuring resolutions by employing
problem solving techniques
Administrative:
* Greet visitors and determine whether they should be given access to
specific individuals
* Prepare invoices, preliminary and finished reports for the units
training, class files, memos, letters and other documents, using word
processing, spreadsheet, database, and/or presentation software
* Performed general office duties such as ordering, maintaining and
distributing supplies
* Maintained records management systems by properly utilizing the records
management cycle to ensure no improper disposal of important records
* Performed financial forecasting and routine budget requests to including
lodging accommodations for students
* Prepared agendas and made arrangements for committee, staff, other
meetings, and assist with travel arrangements for senior agents and the
assistant director
* Utilized business and management principles for strategic planning,
resource allocation, and human resource modeling to accurately coordinate
people and resources for various office projects
* Read and analyzed incoming memos, submissions, and reports in order to
determine their significance and plan their distribution
* Opened, sorted, distributed incoming correspondence, including faxes and
* Filed and retrieved headquarter documents, records, and operation reports
for Assistant Director of NFTTU (National Firearms and Tactical Training
Unit)
* Managed, typed and distributed messages and reports as directed by
Assistant Director
* Managed and maintained staff, senior agents' and assistant director's
schedules and appointments
* Represented office in dealings with vendors and personnel from
administrative support organizations
* Responsible for the unit's property management, disposal and allocation
* Coordinated office moves and telephone service
* Monitored and reported the usage of government motor vehicles and fleet
card utilization
* Ability to work on assigned task without supervision or management
oversight
* Set priorities to ensure goals and deadlines are meet, report directly to
the Assistant Director, NFTTU
* Developed and maintained vendor relationship for installation of new
equipment as well as upgrades to existing equipment
WORK EXPERIENCE:
* Alutiiq International LLC. - Contracted Administrative Assistant for
Department of Homeland Security, Immigration Customs Enforcement, and
National Firearms Tactical Training Unit (January 2009 - Present)
* Omega Training Group (Cubic) - Visitor Center Clerk (June 2008- May 2009)
* Gstek Inc. - Switchboard and Information Specialist for the Army
Department of Information Management (October 2006 - October 2007)
* AFLAC Inc. - Team Leader Customer Call Center (May 2001 - July 2005)
* Blue Cross Blue Shield of GA - Customer Care Associate (August 1998 -
November 1999
* Citibank Universal Card Services - Human Resource/Data Entry Specialist -
(August 1995- August 1998)
EDUCATION:
* Troy State University - MBA Master Business Administration (Graduated
December 2003)
* Troy State University - BS Bachelor Science Business Administration
Human Resource Management concentration (Graduated December 2000)
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