Customer Service Manager

Yolanda L. Rhyne

Email: ********@**********.***

Address:

City: Dublin

State: GA

Zip: 31021

Country: USA

Phone: 478-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Committed and motivated Administrative Office Manager with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative.Served as the principal adviser to Commanders on Soldier's quality of life and family financial readiness issues; provided financial management counseling services to Soldiers and family members; provided immediate crisis intervention, referral services and non-clinical support to victims of sexual assault and domestic violence; served as the Equal Opportunity Representative and trainer, prevention of domestic violence trainer and facilitator, supervised and and prepared training to support accounting, disbursing, budget, travel, military pay, internal control and vendor services operations; operated and performed maintenance on multi-functional/multi user information processing systems and peripheral equipment; operated calculator, computer terminal and other office equipment; answered inquiries from service members; safeguarded public funds and related documents; compiled daily activity summary reports; Energetic and reliable office manager skilled with working with a diverse group of people. Supervised in excess of 25 personnel, Soldiers and civilians, in a large finance organization.

Educational Background:

High School Dipolma from Columbia College, MO 1/2001 to 3/1994 (General)

Job History / Details:

Career Overview

Committed and motivated Administrative Office Manager with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative.Served as the principal adviser to Commanders on Soldier's quality of life and family financial readiness issues; provided financial management counseling services to Soldiers and family members; provided immediate crisis intervention, referral services and non-clinical support to victims of sexual assault and domestic violence; served as the Equal Opportunity Representative and trainer, prevention of domestic violence trainer and facilitator, supervised and and prepared training to support accounting, disbursing, budget, travel, military pay, internal control and vendor services operations; operated and performed maintenance on multi-functional/multi user information processing systems and peripheral equipment; operated calculator, computer terminal and other office equipment; answered inquiries from service members; safeguarded public funds and related documents; compiled daily activity summary reports; Energetic and reliable office manager skilled with working with a diverse group of people. Supervised in excess of 25 personnel, Soldiers and civilians, in a large finance organization.

Skill Highlights

Meets/exceeds goals

Management

Administrative support

Project planning

Report development

Attention to detail

Employee training and development

Filing and data archiving

Online claim submission

Creative Problem Solving

Critical Thinking

Customer Service

Data Collection

Data Entry

Spreadsheets

Microsoft Excel

Microsoft Office Suite

Microsoft Outlook

Microsoft PowerPoint

Microsoft Word

Minute Taking

Multi-Task

Organizational Skills Prioritization

Proofreading

Reaing Comprehension

Report Transcription

Research, Scheduling

Service Orientation

Telephone Skills

Time Management

Core Accomplishments

Office Management

Revised Office SOP's for office operations, resulting in enhanced procedural efficiency; directly responsible for section producing a 2-day turn-around time for travel payments, exceeding Department of Defense standard of 3 days.

Vendor Management:

Negotiated low vendor rates for office supplies.

Data Organization

Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.

Multitasking

Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Established new standards of excellence in customer service section which increased service support to over 20,000 Soldiers in a 6 month timeframe.

Administration

Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.

Reporting

Maintained status reports to provide management with updated information for unit and company projects.

Training

Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results, thereby increasing office monthly input accuracy from 92 percentage to 95 percentage .

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Professional Experience

November 2010 to September 2012

US Army Ft Hood, TX

Command Financial Specialist and Family Advocacy Specialist

Performed duties as the principal adviser to the Battalion Commander on all Soldier and family member financial matters. Provided preventive and consumer education and personal financial instructions to military personnel and their family members to improve their basic financial skills and to better manage their financial resources. Provided individual financial management counseling services to Soldiers and their family members. Acted as liaison between the command, client, and all social services, legal authorities, and credit counseling services. Provided immediate crisis intervention, referral services and non-clinical support to victims of sexual assault and domestic violence. Established sexual assault prevention and awareness training to educate Soldiers.

October 2007 to November 2010

US Army Ft Hood, TX

Budget Office Manager

Non Commission Officer in Charge of daily operations of the 13th Sustainment Command G8 (Budget) Office. Responsible for the supervision, welfare and training of Soldiers and civilians and section; ensured daily, weekly, and monthly reports were processed to maintain optimum efficiency; managed public funds, legally and appropriately; ensured requisitions were valid, funds were available and charged accurately prior to certification; monitored the execution of an annual budget in excess of $19M; provided units and HQ Staff with budget and temporary duty travel support; ensured fiscal communications flowed freely between the Brigade, the Corp and the units.

January 2006 to October 2010

US Army Ft Hood, TX

Senior Internal Control Analyst

Provided pay oversight to more than 125,000 Soldiers; performed full spectrum Quality Assurance reviews of all finance operations to include military pay, travel, commercial vendor services and disbursing; evaluated existing policies and procedures to ensure compliance with regulatory guidance; applied expert finance knowledge and managerial resources to recommend changes to existing procedures; ensured adequate internal controls existed to prevent fraud, waste and abuse. Provided technical guidance and assistance to deployed units by conducting 10 operational reviews in a combat zone which vastly improved their customer support.

March 2001 to January 2006

US Army Ft Richardson, AK

NCOIC Customer Service

Oversaw the operation of the military pay and review section; ensured that all pay inquiries were answered in a timely and accurate manner; trained Personnel Assistant Clerks to assist Soldiers with finance concerns at the unit level; conducted analysis of pay inquires to identify training deficiencies; conducted pay audits to prevent fraud and ensured timely and accurate pay to all Soldiers. Responsible for the efficient and accurate processing of all PCS, ETS and DITY settlements, travel vouchers for over 200,000 Soldiers; computed and audited travel payments for International students assigned to the Western Hemisphere Institute for Security and Cooperation (WHINSEC); ensured monthly travel briefings were conducted for Infantry Officer Basic Course students. Supervised the debt management and processing section; certified advance and casual payments; conducted special audits and enforced internal control within the section. Determined pay entitlements, prepared reports of activities pertaining to pay, leave and earnings statements, leave, travel and finance records of military pay personnel.

Education

1994 Columbia College, MO

Associate of Arts General

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