Customer Service Quality Assurance

Mrs. Uilani Gasque’

**** ****** ***** **.

Spring, TX 77373

Phone: 281-***-****

E-mail: ***.************@*****.***

PROFESSIONAL OBJECTIVE

Seeking a position in Document Control, Logistics and Warehouse fields

PROFESSIONAL SUMMARY

• I am highly organized, focused individual that accomplishes assigned tasks efficiently

• Served four progressively honorable years in the United States Army

• Veteran of Operation Iraqi Freedom

• Proficient in preparing such documents as letters, memoranda, forms, miscellaneous transcripts,

inventory and equipment records, financial statements, and all other

documents as assigned

• Over 9 years experience in customer service, computer skills, transportation, logistic, and

warehouse operations

• Knowledge in the operations of cargo movements, cargo marking, personal property, and sealift

operation

TECHNICAL SKILLS

I am skilled in the use of intelligence compatible PC’s, Hewlett-Packard workstations, SAP, Quick Base

Records, Windows 2007, Windows Vista, Windows NT, STEAM, Micro Office Suite (Word, Access,

Excel, PowerPoint), Windows for Workgroups, Microsoft Mail, Microsoft Remote Mail, and Word

Perfect.

PROFESSIONAL BACKGROUND

12/06 – 03/09 Logistics Coordinator (GS-12), Halliburton/KBR Iraq

• Planned, moved, and coordinated all transportation movements request (TMR) for Materials

Hazardous Equipment (MHE) support, allocating Retch’s, Forklifts, Cranes, and flatbeds to

civilians and military personnel

• Supervised and trained all new personnel

• Tracked and verified all records on incoming and outgoing shipments

• Supervised the operation of the following sections: cargo and materiel documentation, movement

control section, data entry, dispatching freight, shipping and receiving, sealift operations, convoy

operations, physical distribution management, cargo marking, and quality assurance

• Directed container stuffing and un-stuffing and prepared the plans for warehouse storage

• Developed and maintained excellent service to internal and external customers at all times

• Received cargo from incoming trucks by removing from truck by hand, or by using manual

equipment such as hand truck or pallet jack

• Recorded receipts to “on-hand” form, and to log book

• Segregated cargo received by account or intended location, and store in proper location

04/01-02/05 Document Control Specialist, Truck Driver/US Army Colorado/Germany

• Assembled, addressed, stamped, and shipped merchandise or material; receiving, unpacking,

verifying and recording incoming merchandise or material; and arranging for the transportation of

products

• Ordered supplies and maintained appropriate levels, monitors usage, replenished stock and

maintained labeling system for warehouse

• Performed all departmental procedures relating to requisitioning, receiving, shipping, picking and

delivery of materials and equipment

• Experienced in performing administrative support functions which includes the use of office

automation software (word processing, spreadsheet and databases); retrieval, update and storage

of electronic data; preparing, editing and final formatting of documents and reports; making

travel arrangements; processing mail; files management and customer support/telephone coverage

• Open and delivered mails and payments to assigned departments

04/97-02/00 Call Center Supervisor/Market Trends Pacific Honolulu, Hawaii

Met and exceeded quality and customer satisfaction goals to ensure customer retention

•

and uphold the company brand

Communicated business strategies and results to CSRs.

•

Created a positive, successful, and professional work environment

•

Resolved operational and interdepartmental problems quickly

•

Provided timely feedback to the management team on customer trends, issues and needs

•

Facilitated accurate credits and adjustments

•

Created, built and implemented training program

•

Participated in the planning and organizing of special accounts

•

Established and set priorities for department

•

Managed day to day operations of the call center

•

Ensured the employees are receiving ongoing development through coaching and

•

mentoring

Provided input and helped implement call routing design

•

Managed schedules through forecasting and capacity planning

•

EDUCATION and TRAINING

DeVry University, Pursing AS Degree in Healthcare Information Technology, (42 hr) Houston, TX

Certificate, Information Systems Course, KBR Iraq

Certificate, Transportation Coordinator Automated Information for Movements Systems Course Iraq

Certificate, SAP, Halliburton Iraq

Certificate, PBUSE Course, US Army Ft.Carson, CO

Certificate, Standard Army Maintenance Systems Course, US Army Ft.Carson, CO

Certificate, Radio Frequency Identification Tags Course, US Army Germany

Certificate, TIPS Write, US Army Germany

Motor Transportation Operator Course, US Army Ft. Leonardwood, MO

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