Customer Service Manager

DWIGHT J. FRAZIER

*** * ***** ** *** *, Searcy, AR 72143

Tel 334-***-**** (C)

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

Objective

To obtain a position with a company that will utilize previous experience

and skills to meet business objectives and support commitments to customer

service, employee development, and continuous improvement.

SUMMARY

. 20 years of administrative experience and leadership training with the

United States Navy

. Includes 17 years of customer service supervisor experience

. Strong background in project management, policy and budget formulation,

application and analytical tools, automation, international travel, and

development of action plans measured against program requirements

. Performs root cause analyses to determine the cause of problems and

affects change within the work process

. Experienced with preparing budget forecast for department requirements

based on prior spending

. Competent oral and written communicator with strong organizational and

interpersonal skills

. Proficient in Microsoft Office software and various government databases

PROFESSIONAL EXPERIENCE

Office Automation & Administration

. As Administrative Officer, managed, supervised, trained, and evaluated

an administrative staff of 15 personnel providing a full range of

precision office, clerical, and administrative services in support of

11 separate units, 585 personnel including senior-level executives and

their staffs

. Prepared a variety of administrative correspondence, communications,

instructions, notices, directives, forms, performance evaluations, and

personnel record keeping from rough draft to final product

. Managed unit travel account, expenditures, and payments in excess of

$20M

. Revamped office programs resulting in more efficient training of

personnel and improved customer service

. Instituted an appraisal evaluation tracking matrix and flowchart for

500+ reserve personnel throughout three states that improved

reporting, submission, and accuracy

. As Area Manager Assistant, accurately and efficiently entered

financial, personnel, and career data for 55 Naval Junior Reserve

Officers Training Corps (NJROTC) high schools and 116 NJROTC

instructors; over a million entries over a three year period without

any delays due to data errors

. As Postal Officer, provided service for receiving, processing,

distributing mail, directing mail, managing receptacles, and provided

customer services.

. As Administrative Officer, led administrative team for naval test ship

HSV 2 SWIFT; processed over 150 personnel and training data records

for Navy's newest test ship

Unit Training Manager/Instructor

. Produced high quality briefings used by chief executive officers and

the Assistant Secretary of the Navy

. Created an Instructors Guide and instructed an 80-hour Administration

Course

. Developed, implemented long and short-range curriculum objectives,

lesson plans, tests, appropriate classroom materials that reflected

high expectations and an understanding of the subject being taught

. Employed a variety of teaching strategies for a 300-person command

organization using tools such as questionnaires, assessments, higher

order thinking skills, problem-solving skills, and cooperative group

activities

. Designed learning experiences that enhanced students' abilities to

comprehend and apply newly gained skills

Customer Service Supervisor

. As Office Manager, supervised, trained, directed, and evaluated a

staff of 14 military and civilian personnel in providing a full-range

of customer support services while managing numerous operating budgets

in excess of $5M.

. Oversaw the flawless preparation/issue of 15,000 ID cards with 100%

accuracy annually

. Managed assets to serve a continually expanding customer base upwards

of 100,000 active duty, reserve, retired, and dependents

. Facilitated training for military and civilian employees in personnel,

human resources, and customer service programs as well as computer

applications including spreadsheets, databases, and graphics

. Implemented a workflow analysis; dramatically increased office

efficiency and reduced customer waiting time.

. Developed and applied a computerized record monitoring system tracking

over 3,000 personnel files

Program Manager/Administrative Officer

. Developed and implemented a "paperless" coordination/tracking system

in 1 year at no cost to the Navy

. Wrote, coordinated, and published 33 US Navy ship policy documents for

the High Speed Vessel Class Ships that are being incorporated into the

United States Navy in 2009

. Managed two ship support system contracts valued at over $200M without

any delays in delivery

. Developed and spearheaded the Award, Disciplinary, Budget, Operating

and Organizational Board programs that impacted the ships way of

operating ashore or afloat

Independent Contractor (Oct 08 - Aug 10)

. Had to lift product, bend, twist, and climb in and out of truck.

Scan, load, pick up and drop off supplies, furniture and paper to

different companies daily without any supervision.

. Complete weekly paperwork to ensure returned items are credited to

appropriate business or individual account.

. Ensure vehicle is cleaned, regularly maintenance and presents an

appropriate image

. Handled customer complaints for numerous issues, such as wrong item or

item not being delivered on time as promised.

EDUCATION/CERTIFICATIONS

Bachelor of Science Business Administration, South University, 24 credits

complete

Bachelor of Science Business Management, University of Phoenix, 38 credits

complete

Associate of General Studies, Western International University, Phoenix,

AZ, 2007

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