Customer Service Management
Resume:
Brian W Patterson
Resume
Page
Brian W Patterson
*****.*********@***.***
Summary
1. 3 years experience in large scale project operations with the ability to motivate teams to reach peak performance in high stress, security conscious environments
2. Performed complex work requiring a broad general knowledge of a range of subjects related to Operations, Logistics, Procurement, Facilities management, and other related fields
3. Strong communication skills with all levels of management acting as liaison between departments to meet financial and regulatory compliance objectives with experience in meeting facilitation
4. Record of innovation in introducing solutions for improving business processes including document management systems
Education
The Thomas M Cooley Law School (2002-2005)
63 credit hours completed toward J.D.
Bachelor of Arts - History
Minor - Communications
West Virginia University (2000)
Professional
Experience
Operations Coordinator - Regional
Kellogg, Brown, and Root Inc.
Engineering, Construction, Services Company, Iraq
November 2008 – Present
1. Providing oversight of complex projects to meet crucial, operations, logistics, procurement, maintenance, construction, and facilities management goals
2. Creating and maintaining the support organization structure for mission specific tasks and reviewing information for content and reporting compliance
3. Monitoring progress on taskers and coordinating complex time sensitive requests with site operational team members to provide seamless support to military customers
1. Maintaining excellent operational network by training personnel on new processes through presentations and live sessions for continuity and mission success
1. Developing daily, weekly, and ad hoc presentations for Project Management to facilitate clients needs
2. Monitoring all activities in the Middle East/Northern Iraq Theater including tracking of all incidents and writing Serious Incident Reports (SIR) or Incident/Accident Reports (IAR) as necessary
Operations Specialist - Regional
Kellogg, Brown, and Root Inc.
Engineering, Construction, Services Company, Kuwait
March 2008 – October 2008
1. Analyzed data for accountability reports, personnel/mission databases, and operational protocols as mandated through Defense Contract Management Agency (DCMA)
2. Monitored all activities in the Middle East/Kuwait Theater including tracking of all incidents and writing Serious Incident Reports (SIR) or Incident/Accident Reports (IAR) as necessary
3. Gained experience in identifying client/customer needs and the development of appropriate work processes to meet identified needs
4. Developed and prepared Good News Stories and Lessons Learned for Project Management
Customer Service Associate
Lowe’s
Home Improvement Company, Lewisburg, WV
June 2007 – March 2008
1. Responsible for creating an environment of providing quick, friendly customer service through actions by ensuring customer transactions are processed accurately and efficiently
2. Provided assistance in selection, demonstration, and purchase of products including special orders and installations
3. Assisted in the execution of merchandising and operational functions to quality standards within sales floor areas
Engineering Technician
United Coal Company, LLC
Coal Industry, Beckley, WV
March 2006 – October 2006
1. Maintained equipment downtime database system that gave project management the ability to quickly calculate downtime by location, mine, and/or individual equipment
2. Created tracking system to catalog drill hole information that resulted in the ability to search quickly for particular data
3. Organized files from subsidiary companies to a centralized site in order to streamline record keeping for seven different locations
General Clerk
Gonzales Consulting Inc.
IRS Contracting Company, Beckley WV
January 2001 – September 2001
1. Worked directly with clients, responding to requests and proactively worked to resolve issues and disputes
2. Established, developed, organized, and maintained a comprehensive filing system of over 25,000 IRS agent’s reimbursement requests to improve information flow
3. Calculated agent’s reimbursements – 100% error free
Summer Employment Program
Fayette County Assessor’s Office, Fayetteville, WV
1997-2000
1. Assisted property owners in the preparation, review, and processing of assessment notices, tax bills, and personal property forms
2. Reappraised real estate and updated tax documents
3. Traveled throughout the county soliciting residential information
4. Worked with office personnel to correct ownership records
Software
Experience/
Training
Proficient in Microsoft Office Suite 2003 and 2007
Maximo
Lean Enterprises/Six-Sigma – Green Belt
Web Portal database
Honors and
Activities
• HOBY award winner, Youth and Government Seminar, Knights of the Golden Horseshoe
• WVU alumni association
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