Customer Service Management

JOHN SANTOS

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

Colorado Springs, CO 80906

Cell 719-***-**** / ****.*******@*******.***

MANAGEMENT & LEADERSHIP QUALIFICATIONS

• Team Building & Relationship Management • Productivity & Efficiency Improvement

• Organizational Leadership • Rapport and relationship building with

• Training & Development team members and affiliates

• Able to remain calm and in control in high pressure situations • Strong Presentation Skills

• Bilingual English/Spanish

PROFESSIOANL EXPERIENCE

Operations Sergeant, Military Police Squad Leader, Military Police Team Leader

U.S. ARMY, Fort Carson, CO 11/2002 – Present

• Achieved rank of Staff Sergeant / E-6 in four years with the Military Police Corps by displaying

exemplary skills and behaviors while upholding all U.S. Army regulations.

• Seven years experience as Military Police Officer, having performed a variety duties in the field of

security.

• Effectively communicated and coordinated daily operations, as well as emergency circumstances

with appropriate personnel.

• Delegated tasks to subordinates while sustaining personal responsibilities to ensure timely

completion of assignments.

• Provided secondary support in emergency situations to team members in response to their

contingencies.

• Worked in detention facility overseeing over one hundred detainees and twelve subordinates to support

operations.

• Created, monitored, and updated automated reports for staff tracking, training qualifications, sensitive personal

information, and equipment inventory.

• Enforced all procedures to control proper entry to facility and safety.

• Developed weekly reports using Microsoft Word and prepared Power Point presentations to brief senior

management on status of operations and personnel.

• Answered telephones, took messages, and made call referrals or conducted necessary research to respond to

inquiries in an accurate and expeditious manner.

• Provided professional customer support to civilian and military personnel.

• Operated PC-based equipment and software applications in support of administrative functions; skilled in the

use of modern office equipment to include desk and laptop computers, printers, copy machines, scanner, and

fax.

• Gained proficiency in the use of Microsoft software and applications as well as Unix based systems.

• Operated LAN-based automated data processing equipment in accomplishing the following: receiving and

sending E-mail, reporting personnel status, and preparation of correspondence and reports.

• Composed correspondence using proper spelling, punctuation, and grammar. Consulted correspondence

manuals and technical or non-technical dictionaries as needed.

• Counseled subordinates in professional, educational and personal matters.

• Assisted in development of subordinates to achieve managerial capacity.

• Successfully escorted numerous high profile personnel in a high pressure combat environment.

JOHN SANTOS-Page two

Lead Cashier

CVS PHARMACY, Freeport, NY 08/2001 – 10/2002

• Provided outstanding customer service, while accurately performing customer transactions, and maintaining

store procedures.

• Supervised 3 employees per shift, ensure satisfactory customer service and adherence to all procedures.

• Assisted subordinates and supervisors in identifying, diagnosing and resolving problems, as well as

determining corrective actions.

• Successfully handled customer complaints.

• Demonstrated skillful communication and negotiation skills.

• Set up displays and stocked shelves, coolers, counter, bins, tables, freezers, containers, and trays with new

merchandise.

• Collected money from customers or signature from charge-account customers.

EDUCATION, CERTIFICATION, TRAINING, SKILLS

Pikes Peak Community College

2009

Associates of General Studies – Diploma

Colorado Technical University 2009-Present

Bachelor of Science in Computer Systems Security

Current GPA 3.44 of 4.0, Expect Graduation in December 2012.

Fort Carson, CO

Combat Life Saver

Certified in administering intravenous therapy, tourniquet application, and other first aid necessities.

Bilingual

Able to fluently speak, write, and read Spanish and English.

DoD Secret Security Clearance

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