Customer Service Manager

Nina S. Gaines

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

Richmond Hill, GA 31324

904-***-**** Mobile

**********@*****.***

SUMMARY OF QUALIFICATIONS

. Experience staffing, recruiting supervising and training personnel

. Extremely driven and highly motivated leader with a vast amount of

educational and management experience

. Experience with analyzing and evaluating the effectiveness of

program operations in meeting established standards, goals and

objectives

. Experience in fostering partnerships and relationships

. Possess a high level of commitment and willingness to go above and

beyond to meet the goals of the organization

. Skillful in high-pressure situations where efficient and quick

multitasking is critical to meeting deadlines and overall mission

success

. Proven ability to work with diverse client population while

providing excellent customer service

. Professional with strong interpersonal, verbal and written skills

Contractor Installation Manager-Multiple Site-Army Career Alumni Program

. Responsible for the efficient and effective management of the Army

Career Alumni Program (ACAP) contractor staff Fort Stewart and

Hunter Army Airfield.

. Assisted with center daily operations.

. Recruited and hired all new personnel.

. Interviewed and selected new team members.

. Responsible for scheduling, training and supervising team members.

. Responsible for on-boarding of new personnel.

. Promoted One Team working environment.

. Prepared staff performance plans and evaluations.

. Counseled and disciplined staff when deemed necessary with written

and or verbal reprimands.

. Developed and implement training programs for staff at Fort Stewart

and Hunter Army Airfield.

. Administered staff development training meetings to include off

site center via teleconferencing.

. Conducted center operations in a professional manner that result in

maximizing resource effectiveness.

. Developed presentations to government officials to address program

operations.

. Represented program during Installation meetings with military

officers, government staff and contracting officials.

. Served as a program liaison with Department of Labor, Veterans

Affairs representatives and government officials.

. Assisted with program marketing efforts.

. Interpreted programmatic guidance and implement new program

initiatives.

. Developed procedures and systems for assessing the effectiveness of

programs and management processes.

. Developed written procedures that ensure compliance with

installation policies.

. Compiled data for center standard reports to verify contract

compliance and the delivery of quality services.

. Monitored center's monthly, quarterly, and yearly performance

standards.

. Oversaw maintenance activities of the center.

. Resolved and evaluates internal and external complaints.

. Managed crisis in purview.

. Coordinated Employer Day base visits, Department of Labor

Workshops, Veterans Affairs presentations and other center directed

activities.

. Conducted transition briefings and program seminars.

. Provided transition assistance counseling and job search

assistance.

Assistant Director, Columbia College

. Managed day-to-day campus operations in the absence of the

Director.

. Supervised and managed a diverse office staff of Academic Advisors,

Administrative Assistants and Work Study Interns.

. Conducted staff evaluations.

. Handled payroll for employees.

. Served as the campus Veterans Administration Certifying Official.

. Assisted with instructor recruitment, staffing, and contract

processing.

. Created course schedules and faculty assignments.

. Maintained and updated faculty and staff employment records.

. Developed annual budget projections.

. Managed income and expenditures during budget year.

. Solicited for additional funding for campus.

. Created campus strategic plan and profile.

. Developed and implemented the campus marketing plan for recruitment

and retention of students.

. Developed and maintained relationships with local proprietary

school representatives.

. Developed strategies that enabled the campus to meet projected

student enrollment.

. Responsible for tracking conversions of the enrollment process from

prospective students to applicants to new students.

. Spearheaded the newly developed interoffice training sessions that

produced a 100% customer satisfaction approval rating.

. Assessed individual student qualifications for admission to

Associate, Baccalaureate and Graduate programs.

. Created ongoing alternative strategies for students in order to

attain appropriate academic credit.

. Solved complex problems, dealt with multiple issues and resolved

conflict effectively.

. Compiled statistical data for the State of Florida licensing

renewal process for accreditation.

. Ensured classes were conducted in accordance with college policy

and procedure.

. Served as test proctor for online exams.

. Proctored standardized Major Field Test and English/Math placement

tests for students and prospective students.

. Represented the campus at Educational and Career Fairs.

First Sergeant/Information Management Specialist/U.S. Air Force

. Provided the commander an outstanding enlisted force to execute the

unit mission.

. Assisted the commander with the preparation and execution of unit

training programs.

. Assisted with unit recruitment of new members.

. Advised the commander on a wide range of topics including the

health, morale, career progression, and professional development of

all assigned enlisted members.

. Presented an active voice during all commander briefings.

. Supervised enlisted personnel of the organization to deploy in

support of mission requirements.

. Worked closely with the Unit Training Manager while promoting all

Professional Military Educational Programs.

. Restructured unit sponsorship programs.

. Improved orientation for newly assigned personnel

. Spearheaded the resolution of complex problems with the supervisor,

soldier, commander, and appropriate base agencies.

. Motivated supervisors to set an appropriate example for soldiers.

. Coordinated with other base agencies to ensure superior customer

service for unit members.

Resource Coordinator, Union Mission Inc

. Responsible for on-going recruitment for the program.

. Exceeded enrollment projections 90 percent by recruiting potential

adult learners in untapped populated areas.

. Spearheaded community outreach initiatives to raise program

awareness.

. Presented inspiring presentations to community organizations to

raise awareness of homelessness and the work training program.

. Played an integral part of the Program Quality Assurance Team.

. Effectively maintained all data for weekly monthly, quarterly and

yearly reports that produced 100 percent compliance of company,

federal and state requirements.

. Incorporated individual counseling sessions,

. Improved and Instructed Life Skills Curriculum.

. Monitored and reviewed student performance/retention reports

weekly.

. Broadened job placement services by developing a mentorship program

composed of previous successful students of the program.

. Orchestrated graduation ceremonies by developing an exciting visual

arts student performance section.

. Substantially increased the number of students referred to crisis,

substance, alcohol or mental agencies.

. Modified the student performance and retention processes.

EDUCATION:

Georgia Southern University, MEd, Education, December 2005

Savannah State University, BA Mass Communications, June 1994

JOB-RELATED SKILLS:

Student Information Dashboard System Programs, Microsoft Word, Excel,

Outlook, PowerPoint, Access, Internet Explorer, Adobe Acrobat, Standard

fax/copier machines.

Volunteer:

United Way Literacy Tutor

Habitat for Humanity

American Cancer Society Relay for Life

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