Manager Customer Service
Resume:
QUIANA M. ZELLNER
Lexington Park, Maryland 20653
Home: 301-***-**** . Mobile: 301-***-**** . Email: *************@*****.***
Objective
Seeking a position which allows me to contribute to the overall mission and
services of an organization in order to meet organizational goals and
ensure client satisfaction.
Education / CERTIFICATIONS / Training
University of Phoenix - present
Associates Degree in Business 2008
Bachelor's of Science in Business/Information Systems
Anticipate earning degree in 2010
DoD Information Assurance Awareness...2010
CNIC Network Security Standdown... 2010
Personally Identifiable Information 2010
Privacy 101...2010
Chesapeake Center for Science & Technology, Chesapeake (Virginia) ... 1997
- 1998
Certificate in Human Services
Skills
Currently holds a Secret clearance and a position of public trust;
solutions-focused professional offering diversified experience in
competitive environments; successful track record in identifying client
requirements and working one-on-one with them to attain their goals and
arrive at overall client satisfaction. Well-developed interpersonal
skills; interface well with co-workers to discuss effective strategies in
advising on service delivery tactics. Adept at training and leading staff
members to meet and surpass objectives.
Prepares Temporary Change of Station Orders (TCS); prepares Permanent
Change of Station Orders (PCS). Responsible for in and out-processing of
soldiers, the accountability and maintenance of Military Personnel Files
(MPF), and other records in the functional area assigned. Determines and
notifies enlisted and Officer Personnel on promotion eligibility. Prepares
and distributes Enlisted and Officer Promotion Orders; processes enlisted
and Officer Reassignments notifications. Processes requests for OCONUS
leave and travel clearances; maintains Orders utilizing the orders log and
conducts desk-side briefings.
Update, inquire, and process personnel and disbursing actions through Navy
Standard Integrated Personnel System (NSIPS) and Defense MILPAY Office
database (DMO). Review pay accounts and service records to discover and
correct irregularities; promptly and accurately compute military pay and
allowance. Prepare the separation worksheet, compute money due at
separation/retirement; Assist in performing auditing work on various pay
actions. Independently process all paperwork and standard actions
necessary to process members for assignments, enlistments, reenlistments,
promotions, awards, performance evaluation, routine board, separation, or
similar matters and performs a substantive review of record to determine
eligibility for actions. Advise members concerning eligibility requirements
for retirements and separations in accordance with Pay/Personnel
Administrative Support System (PASS) Management Manual (PASSMAN). Conduct
record review with members; Screen Personnel record for completeness. Make
additions, revisions, or deletions to service records or files to keep them
current.
Thorough knowledge of office management techniques; and ability to practice
effective communication techniques both orally and in writing including
ability to coordinate a variety of resources in gathering information and
independently answering inquiries.
Possess considerable knowledge of effective practices and ability to plan
and supervise the work of others, if applicable; ability to analyze and
interpret policy and procedural guidelines and to resolve problems and
questions, independently. Ability to establish and maintain effective
working relationships with associates, officials, the press and the general
public; Skilled in organizing work flow and coordinating activities.
Exercise an analytical mindset and forecast anticipated outcomes to easily
solve a host of day-to-day problems as they arise; proven ability to meet
desired outcomes in all everyday situations, either independently or as
part of a dynamic team. Proficient with all Microsoft Office software;
Access, Excel, OneNote, Outlook, PowerPoint, Publisher and Word; Proficient
with government databases such as Basic II and CLEOC. Highly adaptive to
new environments; able to maintain focus and productivity in the face of
schedule disruptions and emergency situations.
SAMPLE ACHIEVEMENTS
. Promoted after six months of employment; recognized leadership skills
(Lockheed Martin)
. Noticeably improved customer service levels by taking a vested interest
in each customer to offer individualized service (Ames)
. Took the initiative to approach immediate supervisor and revamp
Electronics Dept. layout so that clients could more easily locate items
for purchase (Ames)
. Supervised inexperienced staff members to run the department in my
absence (Ames)
. Part of facility-wide team that launched the "Wellspring" program aimed
at patients who have faced overwhelming challenges in their lives. In
under six months, dramatically elevated patients' overall well-being and
raised their morale (St. Mary's)
. In mere weeks, chosen by Store Manager to take on additional roles - such
as Sales manager and Layaway manager - based on natural talent for
garnering trust from staff, management, and clients in record time (Ames)
. Promoted after only one month to manage the Electronics Dept. stemming
from potential recognized by immediate supervisor for technical savvy and
capacity to lead and motivate colleagues to aspire to peak performance
levels (Ames)
. Elected into the National Vocational-Technical Honor Society for earning
exceptional grades during academic career (Chesapeake Center)
PROFESSIONAL EXPERIENCE
Alutiiq, Patuxent River Naval Base (MD 2010-present
Personnel Specialist II/Human Resource Assistant
Lockheed Martin, Patuxent River Naval Base (MD 2009-2010
General Clerk II
Alutiiq, Patuxent River Naval Base (MD 2009-2009
General Clerk III
St. Mary's Nursing Center, Lexington Park (MD) ... 2002 - 2009
Certified Nursing / Geriatric Assistant
Ames Department Store, Lexington Park (MD) ... 2001 - 2002
Electronics Dept. Manager
Sales manager
Layaway manager
MCI, Chesapeake (VA) ... 2000 - 2001
Telephone Operator
Contact this candidate