Customer Service Project Manager

Shelita Williams

*** ***** ****, **********, ** 31313 Home: 912-***-**** - *******.*.********@****.***

Career Overview

Seeking a position that will benefit from my experience in contract employment abroad for more than 5 years, extensive years of customer service, and willingness to work in a challenging environment to meet corporate goals.

Skill Highlights

Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

Exceptional data entry skills with ability to type 65 wpm

Great organizational, verbal, and writing skills

Extremely customer service oriented

Excellent interpersonal communication skills

Fast learner, Team player, Self-motivated

Proven flexibility and adaptable to change

Core Accomplishments

Operations

Collaborated with HR and Deputy Project Manager to ensure smooth work flow and efficient organization operations. Accountable for all operations of the Baghdad Transit Center.

Management Support

Ensured smooth operations by supporting executive team.

Travel Planning

Assisted in chartered flight operations which included heavy domestic and international travel for 12,000+ employees.

Data Organization

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

Computer Proficiency

Created PowerPoint presentations that were successfully used for staff meetings and business development.

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Administration

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

Inventory Management

Managed inventory equipment, supplies, and consumables worth a total greater than $1 million.

Professional Experience

Operations Coordinator

March to November 2011

KBR, Inc. / LOGCAP III – Baghdad, Iraq

Performed air charter operations and support for more than 12,000 LOGCAP employees assigned to various locations in the Middle East. Provided direct support and aid to management by developing and implementing common work flow processes in relation to air charter operations and passenger facilities. Assisted in departmental Desktop Operating Procedures by recommending improvements to current measures in practice. Organized conference calls/meetings with the Middle East Support Office in Dubai pertaining to customer surveys, charters, and facility metrics. Tracked and controlled responses to emergency situations as they occurred. Upheld situational awareness throughout the supported site and conducted 100% personnel accountability when necessary. Gathered, reviewed and submitted contractually required daily, weekly, and monthly incidental reports which impact directly/indirectly on cost containment, efficiency, and profitability of the operation. Maintained and updated site employees' training records. Collected and maintained sensitive items inventory reports to ensure operation readiness and accountability for U.S. government-issued equipment/property.

Operations Specialist

October 2008 to March 2011

KBR, Inc. / LOGCAP III – Baghdad, Iraq

Delivered internal customer service and travel assistance for employees transiting within Iraq and internationally to other Middle Eastern sites. Communicated with domestic and overseas offices to arrange manifests for chartered flights. Collected and consolidated sensitive data to construct passenger manifests and to distributed pre-flight and post-flight information. Collaborated with several site-level Human Resource departments to ensure efficient processing of employees' documents for travel required for accountability and compliance with local Immigrations and US Military stipulations. Jointly worked with KBR charter sub-contractor at Baghdad International Airport during check-in, boarding, launching, and return of all KBR charter flights. Provided oral briefings to large groups of passengers upon Baghdad arrival and departure. Tracked all charter flight departures and arrivals. Reviewed and validated KBR charter flight invoices with the sub-contractor delegates for completion and accuracy. Completed required daily reports for passenger movement and charter flight schedules.

Administrative Specialist

April 2006 to October 2008

KBR, Inc. / LOGCAP III – Baghdad, Iraq

Provided administrative support for deployed US troops, Coalition forces, and civilian contractors in a war zone. Executed standard clerical duties, such as filing, archiving, and updating reports and records, manuals, and contractual policies. Tracked earnings and expenditures for a facility that provided meals to more than 3000 patrons per mealtime. Performed military-sponsored account management using web-based AKO, AFMIS, and STORES accounts. Worked closely with management and Military personnel to present basic numerical, statistical, and financial analysis of the assigned operation. Tracked subsistence orders and receipts, and sustained over $1 million worth inventoried food items. Maintained personnel accountability of KBR expats and sub-contractor employees assigned to the establishment. Submitted required daily, weekly, and monthly reports to respective Military and KBR personnel.

Assistant Manager

August 2003 to March 2006

Wolf Management Services, Inc. – Ft. Stewart, GA

Maintained and executed the necessary functions of an Army food service establishment located on a military base. Assume liability for all employees on shift (shift leaders, cooks, janitors, administrative staff, rations personnel, and headcount personnel). Train and supervise staff in receipt and storage of subsistence items, handling of food, preparation of food using recipe cards, food production schedules, equipment operations and maintenance, and sanitation practices in accordance with Army Food Service Regulations. Complete change of shift inspection and daily inspections of food service operations within the food establishment. Counsel employees concerning job performance when necessary. Coordinate a work schedule for assigned shift. Make certain that all employees, practices, and the food establishment were within contractual guidelines and regulations.

Education

Liberty County High School, 1997

South University, 2004

Managers Training Course, 2006

Training Document Control Archiving, 2008

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