Customer Service Manager

Dana Andrews

*** ****** ****, ******, ** *****

Home: 719-***-**** . Cell: 719-***-**** . *******.****@*****.***

Objective: Seeking a position that will utilize my skills, education and

experience developed over 20 years in the Air Force, Operations, and

IT/Communications fields.

EXECUTIVE SUMMARY

Experienced business professional with more than 7 years of comprehensive

Operations expertise garnered from the Air Force and KBR. Performs

administrative, operational and analytical duties requiring a broad

knowledge of logistics, operations, transportation, maintenance and

facility management. Track patterns and trends to identify problems and

formulate solutions. Excellent communicator with respect to customer base,

peers and leadership at all levels of the organization. I am committed to

success as a self-starter and a dedicated team player.

CORE COMPETENCIES

Critical Thinking ( Leadership ( Strategic Planning

Liaison ( Problem Resolution

Customer Relations ( Team Building ( Mentoring

EDUCATION

- One year away from completing Bachelor's of Science, Information

Technology, University of Phoenix

- Associates in Applied Science, Physical Therapy, Community College of

Pueblo, 1996

PROFESSIONAL EXPERIENCE

Operations Coordinator

Aug 2008 to Nov 2009

KBR, LOGCAP III HQ, Baghdad Iraq

- Gather and review daily, weekly, monthly data from regional operations

offices for content and compliance

- Ensure timely and accurately completion of all required reports for KBR

Corporate Headquarters and

Military client

- Provide operational guidance and support to regional operations centers

- Assist in the development and implementation of common work practices and

standard operating procedures

- Participate in Crisis Management team, requiring discrete handling of

sensitive information

- Internal notification and dissemination of critical information regarding

catastrophic event, fatality or severe injury

- Create and present daily shift change over brief

- Daily use of Microsoft Office Suite

Insurance Sales

June 2007 to Aug 2008

Five Rings Inc, Colorado Springs, CO

- Assist individuals, families and businesses in selecting insurance

policies to protect their lives, health and financial future

- Prepare reports, maintain records, actively seek out new clients and in

the event of a loss, help policyholders settle their insurance claims

- Consistently demonstrate excellent interpersonal communication skills.

Self motivated. Customer service oriented

Dana Andrews

Pg 2

Operations Manager

Sept 2006 to July 2007

PowerOn Inc, Makati, Philippines

- Over see day to day operations, manage office staff and provide

administrative support to functional area

managers as needed

- Organize and coordinate seminars and presentations for marketers. Follow

up with attendees for feedback

- Track and review employee time/attendance, performance reviews, training

records and salary data

- Coordinate daily staff activities and focus departments towards company

goals

- Assist with customer complaint resolution

- Prepare and present daily and weekly project update briefings to CEO

- Daily use of Microsoft Office suite

Operations Coordinator

July 2004 to Sept 2006

KBR, LOGCAP III, Emergency Operations Center, Baghdad, Iraq

- Reviewed site reports, for content and compliance, which directly

impact on cost containment, construction

project status and operational updates

- Ensure timely and accurately completion of all required reports for KBR

Headquarters and military client

- Served as a liaison between KBR, US Military and Regional Security

Office for the US Embassy

- Developed and implemented common work practices and standard operating

procedures

- Coordinated ground and air movements to include tracking of site

personnel movements in area of operation

- Effectively communicated with base military Tactical Operations Centers

and KBR departments regarding

circumstances of emergency situations and subsequent actions to take

- Participated in regular emergency drills; mass causality, planes crashes

and accountability drills

- Daily use of Microsoft Office suite

Technical Account Manager

Feb 1998 to June 2004

Hewlett-Packard, Colorado Springs, CO

- Phone support technician for Compaq servers. Assisted customers with

operating system

installations, upgrades, data backups and troubleshooting as needed

- Promoted to Storage Area Network Technical Account Manager. Served as

personal technical support for

enterprise level corporations

- Developed and maintained personal relationship with dedicated customer

base

- Proactively assisted clients with disk storage allocation, backup/restore

requirements, redundancy and

assisted with troubleshooting as needed

-Visited customer sites annually to strengthen customer relationship

United States Air Force - 1987 - 1991 Active Duty (Honorable Discharge),

1991 - 2005 Reserves

Contact this candidate