Customer Service Quality Assurance

Derek Sutton

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

Address: P.O. Box # 2892

City: Montpelier

State: MD

Zip: 20709

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $95,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DEREK M. SUTTON

P.O. Box 2892 * Montpelier, MD 20709-2892

**********@********.*** * 202-***-**** Day / 301-***-**** Evening *

Country of citizenship: United States of America * Veterans' Preference: No

PROFESSIONAL SUMMARY

Solutions-focused and efficiency driven Supply/Logistics Manager with more than 24 years experience working for private and government agencies.

Demonstrated knowledge of commonly applied principles, concepts, and methodologies pertaining to supply and logistics processes. Experienced maintaining efficient/effective record control systems with the ability to analyze problems, formulate effective solutions, enhance processes, facilitate information flow, and write reports to meet customer expectations and company objectives. Technical skills include data management, storage and advanced communication systems. Possess DOD Secret Security Clearance.

Cross-Functional Expertise

* Inventory Management Principles * Requisitioning, Receipt, Storage & Distribution Systems

* Property Accounting * Advanced Customer Service Skills

* Research and Analysis * Quality Assurance / Cost Control

* Staff Leadership / Evaluation / Scheduling * Policy Development / Enhancement

* Risk Assessment & Management * Process Reengineering & Optimization

Knowledge, Skills & Abilities

* Leadership - Over 9 years` experience in a supervisor/manager role leading multifunctional teams to peak performance levels. Experienced leading teams of 50+. Directly involved in the coaching and training of subordinate supervisors in the customer services and delivery operations. View business through a global perspective based on assignments and travel abroad.

* Logistics Management - 21 years` experience with the US Postal Service, advanced knowledge of postal operations in letter carrier stations, including: delivery and collection, retail sales and service, mail distribution, and post office box services. Employed the provisions of the national agreement as it applied to delivery operations and knowledge of management and budgeting techniques and principles.

* Policy Development - As Officer in Charge (OIC) for the US Postal Service, responsible for policy development, oversight, and broad management planning for logistical operations including: inventory management, supervision of loading and unloading tractor trailers, receiving materials in accordance with government policies and regulations, stocking equipment, performing cycle counts for inventory accuracy.

* Planning / Project Management - Articulate problem solver with superior analytical and planning skills. Managed projects requiring in-depth risk assessments, proactive thinking, highly developed communication skills, advanced logistical and tactical planning, and accurate forecasting.

* Communications / Diplomacy - Proven ability to communicate with diverse groups. Trained news reporter / business radio broadcaster and manager with a solid track record for working effectively with Iraqi, Indian, Kuwaiti, and Afghani civilians, military personnel, financial investors, postal customers, and staff.

PROFESSIONAL EXPERIENCE

HONEYWELL TECHNOLOGY SERVICES, INC. - Alexandria, VA Oct 2009 - Present

Supervisor`s Name: Phenroy Sumner, Phone: 732-***-**** - Yes - Contact 40+ Hrs per Week

UNIT SUPPLY MANAGER (PBUS-E)

Perform work duties at bases in Balad, Kirkuk and Kalsu, Iraq, Camps Virginia and Buehring in Kuwait, and Bagram AFB and FOB Shank in Afghanistan; assignments include providing logistical support for GPMSS and assisting the Government Property Book/Accountable Officer or Government designated representative and staff.

Conduct strategic plans to include, identifying long range requirements, scheduling events/operations, cyclic inventories, contract deliverables and submitting requests and justification to HTSI program management for additional resources. Serve as the subject matter expert (SME) for thirty-five (35) military units, with property value in excess of $300 million. Core areas of responsibilities involve receiving, reviewing and analyzing requests for stock/parts/equipment. Determine availability of requested items and insure paperwork is properly initiated. Responsible for accuracy of stock numbers/item description/urgency of need and proper authority for items. Function as a liaison to military supply offices and other US and Iraqi supply organizations. Directly oversees accountability and visibility action for a designated brigade set of equipment. Conduct audits, establishes inventory schedules, and supervises daily operations to insure quality assurance and compliance with performance metrics and standardization of processes and procedures across the program supporting Operations Iraqi Freedom (OIF), Enduring Freedom (OEF) and now Operation New Dawn. Through PBUSE, provided each account holder a complete property book inventory list. IAW with the Accountable Officer maintained the property book automated hand receipts. Issued clearance MFRs to verify audits were conducted and that all purchased equipment had been identified and posted to the correct property book. Prepared and processed DA Form 3161 and Administrative Adjustment Reports (DA Form 4949). Support monthly reconciliation of hand-receipts, including updates through PBUSE. Maintain accurate inventory of non-expendable items owned by Command.

* Work with various offices and help with the determination as to what items should be salvaged or discarded.

* Assist in the development of processes and methods to expedite/economize the LBE process.

* Edit all received supply transactions and post into the Property Book Unit Supply - Enhanced (PBUSE) system.

* Utilize an extensive knowledge of supply programs/operations and a clear understanding of automated systems to manage requests and generate accurate receipts and other accountability documentation.

* Generate standard and ad hoc reports when requested by support teams.

* Facilitated document flow between the property book team, designated hand receipt holder and to all outside activities.

* Edit and perform quality assurance/quality control checks during the input of data from source documents.

* Retrieve reports for data collectors and Team Chief to ensure data integrity

* Make weekly transaction tapes along with form counts and prepare both to be mailed to appropriate sites.

* Maintain PBUS-E data files for equipment issued, stored or received as part of the LBE program.

* Ensure component shortages are accurately documented and maintained.

* Create scheduled and unscheduled reports required by the CPBO. Verified that all brigade team members follow prescribed procedures in inventory and accounting to ensure data integrity.

* Developed supply operation studies to propose improvement to logistical methods.

* Responsive to customer supply problems or non-functionality concerns, and supply system deficiencies.

KELLOGG, BROWN and ROOT - Houston, TX Jul 2008 - Oct 2009

Supervisor`s Name: Linda Jackson, Phone: 713-***-**** - Yes - Contact 40+ Hrs per Week

LOGISTICS MANAGEMENT SPECIALIST

Performed work duties at Camp Anaconda in Balad, Iraq, tasked with evaluating contractor`s performance against contractual agreement. Conducted specialized studies, reviewed and analyzed command-wide logistics posture. Maintained and supported movement of equipment, recovery support, and segregation of equipment. Determines support requirements for preposition stock, including: analyzing, researching and evaluating documents to determine if concepts satisfy support requirements; studied the relative supportability of alternative economic support. Coordinated the shipment of equipment/materials, ensuring the required customs of the host country`s procedures were adhered to.

* Reviewed acquisition logistics and documentation for various new and ongoing missions.

* Made recommendations and advised higher echelons as to logistical requirements.

* Provided advice and guidance to management on implementing operational changes.

* Served as a technical advisor and provided guidance and direction on all matters pertaining to logistics.

* Conducted inventory, determined priorities and resources required to accomplish assignments.

* Initiated Report of Surveys and handled the necessary shipping and receiving documentation.

RMG RISK MANAGEMENT GROUP - Brooklyn, NY Aug 2005 - Jun 2008

Supervisor`s Name: Judy Chambers, Phone: 718-***-****- Yes - Contact 20+ Hrs per Week

DUE DILIGENCE UNDERWRITER, Contractor

Tasked with performing the due diligence and in-depth research of loan borrowers. Conducted full credit and compliance reviews of mortgage loans necessary for the re-underwriting of these financial instruments. Oversaw the secondary audit reviews of sub-prime and -A paper- loans for various investor clients.

* Ensured loans complied with both the investor`s and/or Lender`s guidelines for purchasing.

* Reviewed Appraisal, Hud-1, Note, TIL, Mortgage, ROR and RESPA disclosure documents.

* Calculated income, reviewed credit/employment history, and verified information submitted.

* Authored file suspension for any missing or incomplete documents.

U.S. POSTAL SERVICE - Lanham-Seabrook, MD Dec 1987 - July 2008

Supervisor`s Name: Edward Williamson, Phone: 301-***-**** - Yes - Contact 40+ Hrs per Week

Background represents a progressive career with the U.S. Postal Service, with several positions of higher responsibilities in multiple locations including: Lanham, Potomac, Rockville, Silver Spring, Takoma Park, Colesville, Germantown, and Washington, DC.

Manager/ OIC (Officer-in-Charge Acting Postmaster), Customer Services

January 2000 to July 2008

* Member of the management team responsible for optimizing productivity levels.

* Planned, scheduled and monitored employee performances.

* Facilitated the flow of critical information and provided technical guidance.

* Coached, mentored, and trained subordinate supervisors in the customer services and delivery operations.

* Implemented health, safety and environmental policies. Identified and eliminated risk, conducted incident reporting and investigation, waste minimization, and various USPS compliance activities regarding health and safety. Initiated unit inspections and assessments.

* Implemented programs to comply with established safety policies and security procedures.

* Established and maintained effective working relationships with union representatives.

* Communicated orally and in writing to investigate and resolve customer complaints, while furnishing information to community businesses and other governmental agencies regarding.

* Supervised the material management team and the distribution group.

* Coordinated yearly CPR training with local fire department for post office employees.

* Monitored job progress according to schedules, identified scope changes, developed and issued project variances, trend and analysis of expenditures and completion of reports, in addition to all aspects of cost control.

Supervisor/Logistics Coordinator, Customer Services, February 1999 to January 2000

* Supervised 38 delivery carriers, 20 window and distribution clerks with knowledge of customer service policies, programs, and procedures sufficient to oversee carrier and window service activities.

* Ensured delivery schedules were met and determined if additional carriers were required to assist in the completion of the delivery route.

* Financially responsible for $500,000 worth of stock and financial instruments.

* Remedied and responded to complaints and/or concerns brought by customers, in a timely manner.

* Operated a financial window, employing the IMM and DMM to determine postage rates and mailing requirements.

Function-4 Team Special Auditor Capital Metro F-4 Audit Team, September 2006 - December 2006

* Evaluated clerk operation efficiencies to inform the allocation of resources, both human and physical.

* Performed accurate recording of mail volume to compare with management`s mail volume recording.

Route Inspector, Capital Metro Route Inspection Team, September 2003 - June 2005

* Collected key data: carrier`s travel patterns, mileage, travel speed, efficiency of delivery.

* Determined potential delivery growth due to increased residential and business development.

* Analyzed data collected and made recommendations on improving service, reducing costs, and achieving operational goals.

* Trained supervisors and managers on the use of the Data Collection Devices.

Letter Carrier/Lobby Director, December 1987 - January 2000

* Delivered first-class customer service within the facility, including written replies to complaints and customer suggestions. Financial responsibility for the record keeping of express mail accounts, money order and stamp sales.

ADDITIONAL EXPERIENCE

WPFW 89.3 FM (Pacifica Washington Bureau), Washington, DC February 2008 to June 2008

News Reporter (P/T)

* Prepared news copy, sports scores, and traffic and weather conditions for on-air delivery.

* Voice-over artist for station announcements, and intro/outro for assorted programming.

SITEL Corporation Technology Services, Herndon, VA October 1999 - February 2000

Associate Support Engineer for Help Desk

* Answered and logged all support calls regarding Palm Pilot and Hughes Direct TV queries to the computer center using Vantive on an NT platform.

* Evaluated and routed calls to appropriate support personnel.

* Tracked all call resolutions by updating the call-tracking system.

Travelers` Insurance Company, Hartford, Connecticut

Property/Liability Dept.

The New England Insurance Company, Boston, Massachusetts

Agency and Actuarial Depts.

GEICO Washington, DC

Automobile Claims Processor.

Blue Cross / Blue Shield NCA Washington, DC,

Health Claims Adjudicator

EDUCATION

Bachelor of Business Administration (BBA), Howard University, Washington, DC May 1995.

Specialized Training

Certificate of Training 40 Hours, Defense Logistics Agency, January 2010

FEDLOG, WEBFLIS, DLA ORDERS, ASSET VISIBILITY & DRMS MIDAS

Radio Broadcasting Certification, Columbia School of Broadcasting, Fairfax, VA, May 2008

A+ Certified, Montgomery Community College, Germantown, Maryland, May 2001

Oracle Certification Program, George Mason University, Arlington, Virginia, May 1999

TECHNICAL SKILLS

Operating Systems: Microsoft Windows, MS-DOS, and familiarity with UNIX

Applications: Microsoft Office, Microsoft Access, Oracle w/Developer

Programming: PL/SQL

ACTIVITIES AND AWARDS

Boy Scouts of America-- Eagle Scout Lifetime Member

United Service Organization (USO) Balad, Iraq - Volunteer

Certificate of Appreciation 12th Military Transition Team LTC Chas. D. Freeman, Commanding

Certificate of Appreciation 6th Squadron, 1st Cavalry Regiment LTC Brian J. McHugh, Commanding

Certificate of Recognition KBR Postal Mission Balad, Iraq

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