Customer Service Manager

Scott Wolfe

Email: abqpqj@r.postjobfree.com

Address: *** ********** *********

City: Crestview

State: FL

Zip: 32536

Country: USA

Phone: 850-***-****

Skill Level: Management

Salary Range: $55,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Scott Winchester Wolfe

Mailing Address: Work Address:

383 Riverchase Boulevard

Crestview, Florida 32536 Government Employee On Leave Without Pay

Personal Phone Numbers: Work Phone Numbers:

Home: 850-***-****

Cell: 618-***-**** None

General Information

Social Security Number: xxx-xx-0401 U.S. Citizen: Yes

Highest Federal Grade Held: GS-12, Step 1 Total Years Federal Service: 26

Work Experience

Chief of Protocol, 18th Wing Dates: April 2009 to November 2012

18th Wing (PACAF) Supervisor: Brigadier General Matthew H. Molloy

Unit 5141 Box 10 Phone: +81-98-961-****

APO AP 96368-5141 Salary: $56,991/yr - 40 hrs/wk (GS-0301-11)

Job Related Tasks: Serves as the Wing Protocol Officer and special assistant to the Wing Commander for the largest combat wing in the United States Air Force. Responsible for coordinating and directing appropriate transportation, billeting, honors and other requirements for distinguished, local, state, foreign and US visitors transiting or lodging at Kadena Air Base. Overseas the Wing Greeter Program for training and scheduling of group commanders and all wing O-6s who are on 24-hour call to represent the Commander for all DV actions. Assists in planning of all official social functions and wing visits hosted by the Wing Commander and Vice Wing Commander. Advises and assists the 5 groups and assigned to the wing and the 8 multi-service tenant units located on Kadena Air Base on proper Protocol, customs and courtesies. Administers the Special Morale and Welfare (SM&W) funds that are used to support events that benefit the entire military community and the Official Representation Fund (ORF) used to support foreign visitor events. Supports special ceremonies through scheduling of DV ramp, providing for display of the DV flags and providing DV lounge support. Coordinates and works with Army, Marine Corps and Navy Protocol offices on Okinawa for joint ceremonies and DV visits. Coordinates and works with US Forces Japan Okinawa Field Office on bi-lateral visits. Serves as first level supervisor to three protocol specialists. Serves as Government Purchase Card Approving Official to seven card holders/accounts within the Wing Staff Agency.

Significant Accomplishments: Selected as George Washington Award for Protocol Excellence by Pacific Air Forces for 2011

Unit Program Coordinator Dates: February 2010 to April 2009

353d Special Operations Maintenance Squadron (AFSOC) Supervisor: Lieutenant Colonel Mark D. O`Reilly

Kadena Air Base, Japan Salary: $39,748/yr - 40 hrs/wk (YB-0303-01)

Job Related Tasks: Served as the primary source of information for the commander. Responsible for the preparation and maintenance of administrative reports and other correspondence. Accomplished all necessary internal operations to include administrative training, security, development of organizational operating instructions and regulations and personnel assistance. Advised the commander on policy and maintain office procedures and records, files of various types and ensure the office operation is effective and efficient. Provided advice and guidance to staff in the organization on administrative, clerical and procedural requirements is part of the clerical and administrative work duties. Determined the necessary steps to perform the full range of administrative functions associated with personnel assignments, promotions and performance evaluations. Established enlisted and officer performance report suspense tracking system as well as awards and decorations tracking system to ensure on-time submission of personnel documents. Administered the Demand Drug Reduction Program urinalysis notification program.

Information Systems Acquisition Manager Dates: December 2007 to December 2008

United States Transportation Command (USTRANSCOM) Supervisor: Mr. John Schaefer

508 Scott Drive Detail Position: GS-2210-09/11/12

Scott AFB, Illinois

Job Related Tasks: Performed technical work, studies, and analysis relative to acquisition, selection, disposition, and reutilization of IT systems. Coordinated, integrated, and implemented technical aspects of IT work with administrative matters. Managed acquisition of IT assets and services. Conducted analyses and studies to facilitate recommendations and staff actions in regard to the appropriate sources, acquisition methods, and financial programmatic actions required for IT programs, equipment, software, and contractual services. Received and processed IT requirements from command staff and subordinate commands. Performed programming and planning duties as required to maintain the long-term programmatic health of ongoing and planned command, control, communication and computer systems and programs. Liaison with internal command and external organizations in order to anticipate the future director IT systems and acquisition policies.

Command Senior Protocol Specialist Dates: June 2004 to January 2010

United States Transportation Command (USTRANSCOM) Supervisor: Ms. Annalisa Melton

508 Scott Drive Salary: $53,639/yr - 40 hrs/wk (GS-0301-11)

Scott AFB, Illinois

Job Related Tasks: Planed, managed, and executed the command protocol program to include ceremonies, conferences, briefings, official and social functions, and high-level foreign and domestic visits in support of the Commander (4-star USAF general officer), Deputy Commander (3-star USN/USMC flag officer), Chief of Staff (2-star USA general officer) and various flag officers and directors within USTRANSCOM. Served as protocol advisor to command staff and acting chief of protocol. Served as primary manager of Commander's Official Representation Funds (ORF) to include budgetary requirements and control and purchase of mementos. Coordinated with the Office of the Secretary of Defense Comptroller for quarterly and annual reports on ORF as well as special funding requests. Managed Special Morale & Welfare (SM&W) funds to include control and purchase of mementos and coordination with other agencies for monetary requests. Implemented protocol policy and procedural guidance in support of the command staff. Extensive knowledge of concepts, principles and practices of protocol, multi-service military ceremonies and traditions of both national and international levels. Served as lead protocol agent for high-level, multi-tasking events to include planning, organizing, and supervising/directing other members of the staff in support of events. Coordinated with host-wing and other various base agencies to accomplish command hosted events. As combatant command protocol specialist, coordinated with Military Surface Deployment and Distribution Command (US Army), Military Sealift Command (US Navy), and Air Mobility Command (US Air Force) on command hosted multi-service events. Worked closely with security agencies, such as Secret Service and Air Force Office of Special Intelligence to ensure safety and security of visiting senior high-level officials was accomplished. Worked with private and civilian companies in the coordinator of visits by chief executive officers, company presidents, and chief financial officers in the maritime and aviation industries.

Significant Accomplishments: Coordinated visits by the Vice President of the United States, Secretaries of Defense, Chairman of the Joint Chiefs of Staff, Vice-Chairman of the Joint Chiefs of Staff, service chiefs of the Army and Air Force, Commandant of the Marine Corps, Chief of Naval Operations. Senior lead protocol officer for the USTRANSCOM 20th Anniversary Celebration.

Secretary to the Commander & Group Protocol Liaison Dates: July 2002 to May 2004

352d Special Operations Group (AFSOC) Supervisor: Colonel Otis G. Mannon

RAF Mildenhall, United Kingdom Salary: $27,731/yr - 40 hrs/wk (GS-0318-06)

APO AE 09459

Job Related Tasks: Serves as the principle office assistant performing various administrative and clerical duties in support of the organization. Perform office automation support using multiple automated programs and software such as databases, spreadsheets, and graphics in support of the administrative and clerical work. There is a system of formal internal procedures and administrative controls, formal coordination among subordinate units, and a formal progress reporting system, which is sufficiently complete to require continuous attention. Prepares a wide variety of recurring and nonrecurring correspondence, reports, and other documents and reviews and finalizes correspondence/documents prepared by others in handwritten or electronic drafts. Reviews and processes incoming and outgoing correspondence, materials, publications, regulations, and directives. Receives telephone calls, greets visitors, and ascertains the nature of the calls or visits. Maintains supervisor`s calendar, coordinates meeting arrangements, and schedules meetings and/or conferences. Performs other administrative and clerical work in support of the office/organization. Uses multiple office automation software with varied functions to produce a wide range of documents that often require complex formats, such as graphics or tables within text, editing and reformatting electronic drafts, and updating or revising existing databases or spreadsheets. Performs duties as Group Civilian Time Keeper, collecting and editing all civilian pay documents within the organization. Performs duties as Group Protocol Liaison; adjunct with other associated units Protocol offices. Coordinates, directs, plans, organizes various functions in support of distinguished visitors to the unit/installation. Knowledgeable of military service protocol regulations and policies as related, but not limited, to: social events, award ceremonies, proper placement/setup of flags/podiums on- and off-stage, parades. Experienced in coordination with partner/host units, as well as higher headquarters.

Significant Accomplishments: Established/founded the first independent Protocol function within the tenant unit. Attended formal Protocol training. Informal SOG moral officer - coordinated trips for the group to London to attend theater performances.

Secretary to the Commander Dates: July 2000 to July 2002

21st Special Operations Squadron (AFSOC) Supervisors: Lt Col Timothy Minish, Lt Col Joseph Becker

RAF Mildenhall, United Kingdom Salary: $23,459/yr - 40 hrs/wk (GS-0318-05)

APO AE 09459

Job Related Tasks: Served as the principle office assistant; performed various clerical and administrative duties in support of the organization; performed office automation support using multiple automated programs and software such as databases, spreadsheets, and graphics in support of the clerical and administrative work. Extensive knowledge of rules, procedures and operations applied to secretarial and clerical assignments to perform the procedural and administrative work of the office; prepared and edited documents, maintained files/records; made and prepared travel arrangements; located and assembled information for various reports. Office function knowledge to screen telephone calls and visitors; maintained supervisor`s calendar; prepared and reviewed correspondence; performed other administrative work of the organization.

Telephone Operator Dates: June 2000 to July 2000

100th Communications Squadron (USAFE) Salary: $17,015/yr - 40 hrs/wk (GS-0832-03)

RAF Mildenhall, United Kingdom

APO AE 09459

Job Related Tasks: Knowledgeable of telephone procedures to operate switchboard, answering recurring telephone calls and ability to connect local calls and regular or special long distance calls using telephone courtesy; knowledgeable of organizations serviced in order to connect incoming calls to the appropriate office or individual; effectively communicate under routine and unique situations with a variety of people; skilled in using standard procedures to place outgoing calls through various circuits and networks, such as military networks, other Federal networks, wide area systems, and other commercial circuits.

Office Manager Dates: December 1997 to April 2000

National Guard Association of Oklahoma, Inc. Salary: $19,500/yr - 35 hrs/wk

3535 Military Circle, Northeast

Oklahoma City, Oklahoma 73111-4398

Job Related Tasks: Sole employee responsible for the day-to-day operations of the office; responsible for all communications between the Board of Directors and the membership; responsible for the minutes, financial reports and agendas relating to all meetings of the Directors; responsible for the management of the membership database; responsible for the financial accountability of all membership payments/deposits; performs duties as a liaison between the state and national associations for the enlisted and officer personnel; responsible for the registration of attendees, guests, and dignitaries at the state and national level conferences; responsible for the posting and accountability of accounts receivable/payable; attended state and national level conventions as representative of the association.

Significant Accomplishments: Streamlined operations through the computer automation of the membership card processing; developed a tracking system for the processing of financial deposits tied to membership accountability; reconciled membership database between the officers assigned/ state database/national database - resulting in an exact match of membership data; achieved a 100 percent officer membership rate at both state and national level for two consecutive years; designed and implemented an electronic state conference registration system, streamlining 3,000 member attendance and automating conference data, name badges, and hotel reservations.

Starbucks Cafe Supervisor Dates: June 1997 to November 1997

Barnes & Noble Superstore #2807 Salary: $9.75/hr - 40 hrs/wk

540 Ed Noble Parkway

Norman, Oklahoma 73072

Job Related Tasks: Responsible for the day-to-day operations of the Cafe; responsible for the ordering and tracking of all supplies; responsible for cost analysis of operational budget; responsible for the scheduling and training of all Cafe personnel; responsible for all health inspections and sanitary conditions of the Cafe and storage room; certified as a main floor book supervisor.

Significant Accomplishments: Developed an automatic supply point reorder system, resulting in the elimination of overstock/waste and the increase in sales to supply cost ratio; judicious management and supply discipline resulted in the Cafe moving from 7th to 1st in the region and from 33rd to 10th in the district.

Receiving Department Supervisor Dates: October 1996 to June 1997

Barnes & Noble Superstore #2807 Salary: $9.25/hr - 40 hrs/wk

540 Ed Noble Parkway

Norman, Oklahoma 73072

Job Related Tasks: Responsible for the control and accountability of all incoming and outgoing shipments; processed in all shipments through the inventory/availability computer system; performed inventory control and spot inventory checks on merchandise; prepared all outgoing shipments; maintained database on inventory; supervised receiving department personnel; certified as a main floor book supervisor, assisted booksellers and floor supervisors; performed customer service tasks; assisted Special Orders Supervisor with filling specific orders and locating customer requested items not in store stock.

Significant Accomplishments: Developed specialized book receiving/category identification system for new store operations; initialized inventory system and database; store receiving department was rated the most efficient and used as an example for new store operations training guidelines; selected to attend user/customer review of new computer software at corporate headquarters - after identification of various flaws/system failures, new software was held back from schedule roll-out pending redesign.

Multimedia Department Supervisor Dates: August 1996 to October 1996

Barnes & Noble Superstore #2694 Salary: $8.50/hr - 40 hrs/wk

6300 North May Avenue

Oklahoma City, Oklahoma 73112

Job Related Tasks: Supervised booksellers; responsible for placement of new inventory and displays; responsible for merchandising; performed customer service; completed point of sale transactions (purchases, refunds, exchanges); assisted customers with selections based on customers desires and compatibility of using computer system; responsible for the scheduling of personnel in the department; p laced special orders for customers for merchandise not normally in department stock; responsible for the security of all software and hardware items in the department.

Significant Accomplishments: Integrated the former Software @ Barnes & Noble store (a division of Babbages Software) into the Barnes & Noble bookstore operation after corporate by-out; trained bookseller personnel in computer specific operations as relating to software department operations.

Assistant Store Manager Dates: February 1996 to July 1996

Software @ Barnes & Noble, Store #710 Salary: $7.25/hr - 40 hrs/wk

6300 North May Avenue

Oklahoma City, Oklahoma 73112

Job Related Tasks: Assist store manager with daily store operations; performed opening and closing procedures to include accountability of funds, bank deposits, and transmission of daily sales records to corporate headquarters; performed hiring interviews and new employee training; performed point-of-sale transactions; perform accountability on incoming/outgoing shipments and transfers; performed employee scheduling.

Significant Accomplishments: Assisted with the set-up and operation of a prototype merchandising store; established security procedures and training of bookseller personnel with the software merchandise.

Sales Associate Dates: October 1994 to February 1996

Software, Etc. @ Barnes & Noble, Store #654 Salary: $6.50/hr - 20 hrs/wk

Quail Springs Mall

Oklahoma City, Oklahoma

Job Related Tasks: Performed customer service; completed point of sale transactions (purchases, refunds, exchanges); assisted customers with selections based on customers desires and compatibility of using computer system; assisted customers with purchase recommendations based on customers desire and product availability.

Sales Associate - Jewelry Department Dates: November 1994 to January 1995

JCPenney Company, Store #2369-7 Salary: $6.25/hr - 20 hrs/wk

Sooner Fashion Mall

3501 West Main Street

Norman, Oklahoma 73072

Job Related Tasks: Performed customer service; completed point of sale transactions (purchases, refunds, exchanges); made recommendations to customers based on customers desires and on-hand inventory; performed inventory and responsible for accountability of high-risk precious and semi-precious gem stones, fine jewelry and watches valued at over $1.3 million.

Department of Defense - United States Air Force

Military Technical Training Instructor Dates: January 1989 to October 1994

Instructed and administered written examinations to entry level personnel in the application, theory, and maintenance of basic electronic components and circuits, aircraft radio, RADAR and navigation systems; authored technical texts and application exercises; conducted and supervised hands-on maintenance tasks.

332d Training Squadron and 336th Training Squadron, Keesler Air Force Base, Mississippi

Selected to lead squadron student drill team; coordinated all team performances, practices, and competition routines; selected and trained new team members; ensured strict adherence to military standards. Lead team to capture two consecutive annual victories over eight other competing teams. Performed duties as adhoc Military Training Manager - conducted open ranks inspections and dormitory safety/sanitary inspections.

Received Air Education and Training Command`s Master Instructor Award certification for outstanding instructional programs and techniques; received Community College of the Air Force`s Occupational Instructor Certificate for academic instructor qualifications. Distinguished graduate of the instructor preparatory course.

Performed public relations work; conducted base tours, developed tour guide training program and wrote articles for publication in base newspaper.

Newsletter editor for community volkssport club; prepared articles and formatted newsletter for bi-monthly publication.

3410th Technical Training Group, Keesler Air Force Base, Mississippi

Performed Base Honor Guard services; represented USAF in public and private ceremonies; coordinated team performances and visitation to off-base events.

Participated in Unit Advisory Council; represented peer and superiors on council; advised senior command staff of personnel concerns and problems; planned, scheduled and supervised unit activities to include picnics, fund raising, and ceremonies.

Communication and Navigation Systems Craftsman Dates: August 1986 to December 1988

Installed, removed, maintained, troubleshot and repaired radios, RADAR and navigation systems equipment installed in military aircraft. Insured equipment reliability and mission requirement capability on assigned US Air Force and NATO aircraft.

513th Avionics Maintenance Squadron, Royal Air Force Mildenhall, United Kingdom

Managed supply assets account worth over $3 million.

Management By Objectives Program Coordinator; developed and continually monitored program on improvements to squadron operations. Prepared detailed reports and briefed senior command staff.

Performed as Administrator to the Commander; managed staff administrative office; prepared official correspondence; completed personnel transactions.

Identified and monitored all proficiency training for avionics section personnel, comprising three work centers with over 150 personnel assigned.

Computerized and modernized all work center records; resulted in quicker response time and improved efficiency.

Selected as Squadron Safety Representative; performed inspections, identified hazards and briefed work center personnel.

Avionics Inertial and Radar Navigation Systems Specialist Dates: October 1981 to August 1986

Installed, removed, maintained, troubleshot and repaired specialized RADAR and self-contained navigation systems equipment installed on military aircraft.

86th Tactical Fighter Wing, Ramstein Air Base, Germany

Self-qualified, during non-duty hours, as flight line maintenance weapons system controller. Coordinated and directed maintenance activities on 24 fighter aircraft and maintenance personnel required to meet combat mission parameters.

Selected for the position of Liaison Noncommissioned Officer; scheduled all training requirements for over 200 personnel converting from F-4 to F-16 aircraft maintenance. Coordinated all matters concerning scheduling of maintenance training resources between base squadrons and other European military agencies, to include $50 million worth of aircraft and equipment assets.

Received the United States Air Forces in Europe Master Technician Award for service to maintenance complex.

Selected for merit promotion ahead of peers - senior airman below the zone.

443rd Avionics Maintenance Squadron, Altus Air Force Base, Oklahoma

Managed supply assets account worth over $1.5 million; rated outstanding by command headquarters.

Elected as chairman for the Airman`s Club Advisory Council; responsible for planning of club functions and determining membership needs.

Excelled in upgrade training to next level; completed all requirements in six months instead of authorized one year.

Member of Base Honor Guard; performed drill and ceremonies necessary for military protocol.

Member of Unit Advisory Council; addressed personnel problems with squadron and base support agencies.

3384th School Squadron, Keesler Air Force Base, Mississippi

Selected as squadron student leader; initially responsible for 21 individuals and their adherence to military standards; culminated in promotion to senior leader in charge of over 600 student leaders and students assigned to unit.

Trained as peer counselor; provided personal counseling and problem solving.

Performed as a member of the Student Drill Team; represented squadron in competition; selected to lead team and coordinate all team activities and competition routines. Selected as Senior Drill Team Leader responsible for all drill team personnel and facilities.

3706th Basic Military Training Squadron, Lackland Air Force Base, Texas

Upon entry into military service, selected as squad leader to lead and assist peer trainees with adaptation to military regulations and requirements.

Education

Highest Level Completed: Associates Degree

Pursuing a degree from the Southern Illinois University at Carbondale in Industrial Technology

High School Attended:

Butler Area Senior High School Date Graduated: June 1981

Butler, Pennsylvania 16001

Colleges Attended:

Community College of the Air Force Degree Awarded: Associates in Applied Science

Maxwell Air Force Base, Alabama Major/Date: Avionic Systems Technology; August 1994

Major/Date: Instructor of Technology and Military Science;

September 1993

Military Experience

United States Air Force Dates of Service: September 1981 to October 1994

Honorable Discharge - DD Form 214 Available Veterans` Preference: 5 Points

*** Microsoft Office version of resume available upon request.

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