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Customer Service Management

Greensboro, North Carolina, United States
May 19, 2017

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GREGORY M. TRIPLIN email: *201 Bothwell Street (336) *** - **** Primary

Greensboro, NC 27401 (336) *** – **** Cellphone


Financial / Accounting Management Warehouse / Operations Management Purchasing and Budget Management

Human Resources Management Contingency Management Inventory Asset/Capital Management

Shipping / Receiving Management Microsoft Word (Intermediate) Microsoft Excel (Intermediate)

Microsoft PowerPoint (Advanced) Microsoft Access (Intermediate)


Ardelle Associates (Department of Veterans Affairs Regional Service Office) (Jun. 2015 – Present) Winston-Salem, NC

Title: Human Resources Administrative Assistant (Contract Employee)

Duties: Human Resources administrative support management/clerical functions for approximately 800 federal employees for the Winston-Salem, NC Regional Service Office. Coordinated updates for incoming telephone calls (including the Director’s Office), document tracking spreadsheets (i.e. distribution, document scanning, etc.) for personnel actions and benefits-related issues; assisted HR Specialists with interviews, reviews, and meetings timeframes. Processed reports and documents that included: fingerprinting/background investigations, injury reports (FMLA and Reasonable Accommodations), occupational illnesses, American Federation of Government Employees (AFGE) notice postings, and Worker’s Compensation Programs claims submissions. Synchronized the interdepartmental transfer of employee documentation to the Jackson, MS Regional Service Office for the following: the Fiscal Year 2016 Superior Performance, Performance Appraisals, and Quality Step Increase Awards from the work production departments. Maintained office supply levels and forecasted ordering requests through the Support Services Division department. Demonstrated intermediate proficiency skills in Microsoft Office Suite applications and SharePoint database information.

Ardelle Associates (Department of Veterans Affairs) (Apr. 2014 – Sep. 2014) Winston-Salem, NC

Title: Records Support Specialist (Contract Employee)

Duties: Received correspondence for U.S. military veterans (and their dependents) related to disability and compensation claims. Supervised, directed, and instructed personnel (10 personnel) in the requirements concerning departmental issues that included public military service; disability compensation; vocational training; federal government policies and standard operating procedures. Coordinated the interdepartmental transfer support for the Intake Processing Center (IPC); Express departments 1-4; Core locations 1-4; Public Contact, Pre-Discharge, Training, Non-Ratings departments. Filed and reconciled 60-80 patient medical records daily; sorted reports and mail correspondence into designated areas; maintained the inventory of supplies and office forms; researched records histories; and facilitated the distribution and maintenance of patient records. Provided clerical/administrative support to departmental personnel by responding to requests for information [(Veterans Benefits Maintenance System Shipments; Final Disability Claims – FDC; Appeals, Neimer. and Hardship processing requirements)]. Provided file management requests and the utilized office machines and mailroom software.

Citi Group Holdings, LLC Card Services Call Center (Nov. 2011 – Aug. 2012) McCleansville, NC

Title: Collections Recovery Agent / Customer Service Specialist

Duties: Initial position was Collections Recovery Agent for CitiGroup Collections department required to process incoming calls and outbound call requests (Over $3 million in collections in six months) by negotiating, processing, and servicing delinquent (recurring and post-dated payments) account payment requests. Seven months later (downsizing requirements), migrated to the customer service department, as a means of additional sales / servicing support relief to improve call center (i.e. efficiency and quality) volumes. As a Customer Service Specialist, exhibited advanced interpersonal and problem-solving skills by probing and actively listening to customers when offering possible sales opportunities after servicing clients.

American Express Card Services Call Center (May. 2009 - Sept. 2009) Greensboro, NC

Title: Financial Management Analyst / Co-Brand Sales Representative

Duties: Promoted the brand value of the American Express (AMEX) card and its’ Co-Brand partners (Costco Warehouse, Delta Airlines, Hilton HHonors, Jet Blue Airlines, and Starwood accounts) by servicing incoming telephone calls. As a Co-Brand Sales Representative, reviewed and processed lines of credit, credit, and charge card maintenance functions and credit analysis (sign & travel options) requests. Facilitated the submission of applications requests and enrollment procedures; generated successful card sales’ quotas (two tiers) and quality customer support metrics (four tiers). As a Financial Management Analyst, encouraged additional savings and discounts by performing budget/cost and credit analyses by coordinating spreadsheet database information and statistical software packages (SQL, Excel, and Access-driven) to interpret financial data. Processed bill payments, resolved payment and purchasing dispute requests; and completed purchasing management adjustments.

New Breed / Boeing Integrated Defense Systems (Jul. 2008 - Mar. 2009) Forest Park, GA

Title: Shipping Clerk / Equipment Trainer (Cherry Picker) / Order Picker

Duties: As a Shipping Clerk, exhibited an excellent 99.5% accuracy rating in GOLD database shipping proficiency based upon ISO 9001-2000

Standards and coordinated the inventory management process by decreasing shipping error percentages. Dispatched transport equipment (UPS,

FedEx, Consolidated Freightways, and BAX Global) and labor (couriers) for the delivery of products and materials. Dispatched and tracked shipments, which included the preparation of shipping documentation (bills of lading, packing lists, placards, labels, etc.) based upon shipping charges and tariffs. Picked, packed, reconciled, and palletized military inventory utilizing Department of Defense shipping forms and procedures, as an Order Picker. Audited item counts and shipping requirements (i.e. destinations and/or special needs); verified the accuracy of product locations (physical verses virtual database). Analyzed shipping records and coordinated replenishment of inventory (reorder level forecasts), which promoted the facilitation of strategic business objectives and mission completion success. As an Equipment Trainer (Cherry Picker), provided the employee On-The-Job (OJT) process training and certification (Raymond 540-OPC 30TT and SA-CSR30T “Cherry Pickers”) and equipment safety guidelines (which also included forklift and motorized pallet jack operational safety). Managed warehouse operations and personnel performance metrics.

First Choice Packaging Solutions c/o Adecco Staffing Solutions (Jan. 2008 – May. 2008) Whitsett, NC

Title: Production Line Supervisor / Inventory Manager / Production Line Worker

Duties: Coordinated the application of raw materials, equipment, and personnel to ensure that optimum production levels were met for Stanley

Tools prototype Torpedo levelers and tape measures. Maintained compliance, quality, and safety guidelines while repackaging bulk shipment items into individually heat-sealed containers and trays. Started as line worker (qualified on eight separate positions), but promoted to inventory manager after one month. Promoted again one month later to the position of production line manager (supervision of 10-15 first shift personnel), while also monitoring the production levels for raw materials and product service materials. Additional duties included the completion of production work orders, reports, shipping tickets; risk management tracking forms; hourly quality inspection reports; return to stock reports; pallet/item tags; warehousing inventory reconciliation and management; waste management functions; and the coordination of the daily general warehouse and general housekeeping responsibilities.

Bank of America Operations Center-Specialized Collections (Nov. 2005 - Jul. 2007) Greensboro, NC

Title: Specialized Collections Clerk / Telephone Customer Representative

Duties: Processed telephone inquiries or route incoming calls (90- 110 call average) to the appropriate department or analyst. As a Telephone

Customer Representative, demonstrated exceptional customer service (Six Sigma management metrics) by interacting with customers (telephone, facsimile, electronic mail, and snail mail). Exhibited interpersonal and problem-solving skills by probing and actively listening to customers when offering collections solutions. As a Specialized Collections Clerk, accurately identified, analyzed, and updated customer credit account information (account verification, classification, and statistical analysis) to provide critical analysis of debt management issues. Fulfilled additional requests for credit cards, loans (Mortgage, Automobile, and Specialty), and line of credit accounts; facilitated payment processing and billing inquiries (Payoff and Balance inquiries); and provided clerical support and administrative assistance for the Special Collections department. Additional duties included processing Written-off accounts, Account Proposal Status, Chapter 7 & 13 Accounts, Lien & Title

Requests, Reaffirmation Status Requests, Repossessions & Foreclosures, Credit Report Updates, Account Satisfaction Requests, Delinquency

Account Status, Billing Suspensions, Probate Accounts, Death Certificates, and Estate Administration processing.

Cingular Call / AT&T Operations Center (Jun. 2002 - Jan. 2005) Greensboro, NC

Title: Wireless Telecommunications Representative

Duties: As a Wireless Telecommunications Representative, analyzed wireless (business / personal) accounts; performed systems diagnostics and troubleshooting inspections; facilitated service calls and explained terms of conditions; and received approximately 80-100 inbound sales calls daily. Interacted with customers and provided responses to service issues and complaints. Ensured exceptional customer service by demonstrating the ability to work independently with time restraints, while remaining courteous (even during unpleasant calls) and professional at all times. Exhibited excellent verbal communications skills and the ability to troubleshoot systems effectively and efficiently. Facilitated product shipping delivery requests; encouraged additional savings and discounts with the coordination of spreadsheet and statistical software analysis; advised customers of warranty exchange replacement process; and negotiated service contract retention and consumer rate plan analyses.

Fresh Express Atlanta Pre-packaged Salads c/o Onsite Staffing Services (Apr. 1999-Jan. 2001) Morrow, GA

Title: Maintenance Planning Coordinator (Food Processing and Manufacturing Operations)/Purchasing Manager/Inventory Clerk

Duties: In initial staffing role as Inventory Management Clerk (Onsite Staffing Services), I created and developed the physical (FIFO format) and virtual (Microsoft Access) database management (2100+ items) inventory tracking systems. Coordinated the acquisition of equipment parts maintenance tools, and food production-related services. Performed administrative and clerical functions to support the operational production requirements for the food production, packaging, and shipping preparation. Uploaded inventory and equipment/servicing data to the DataStream MP3 Capital Asset Management system; while also maintaining the role as the plant database administrator by structuring the viewing level protocols for Supervisors, Managers, Team Leaders, and Mechanics (30 personnel). Maintained compliance with federal protocols and OSHA safety requirements in the areas of food operations; food production; safety packaging and bagging; food storage; and regional warehousing and distribution guidelines. As the Maintenance Purchasing Manager, received and inspected all items purchased through order management requisitions; tracked (item delivery) and distributed (i.e. tool shipments for team leaders) items and/or order requisitions to authorized managers and the Accounting department for the invoice payments. Appointed to Maintenance Planning Coordinator position in July 1999 (Full-time), where I coordinated the work order systems (preventive and reactive) with maintenance personnel in order to streamline the operational effectiveness of the maintenance department and project management completion (while still performing the duties of Purchasing Manager and Inventory Clerk). Saved the plant over ten thousand dollars by forecasting the MRP requirements for optimal stocking levels. Utilized e-commerce software in order to locate additional vendors and manufacturers (250% price reduction in financial savings and increased price competition between vendors) and improved asset security management. Coordinated work order timelines in coordination with special projects and innovative research alternatives; completed budget analyses for raw materials and services; Generated the distribution of daily, weekly, and monthly budget management spreadsheet reports (Town Hall meetings); and created financial reports.

The Burnham Corporation (Nov. 1997-Jun. 1998) College Park, GA

Title: Freight Coordinator /Driver Manager

Duties: Primary responsibilities included the solicitation, brokerage, and acquisition of freight shipments for fleet and owner-operators affiliated with the Burnham corporate logistics network. Acquired backhaul [Truckload (TL) and Less-than-Truckload (LTL)] shipments for over forty Burnham drivers in order to minimize or eliminate deadhead mileage in the United States, Canada, and Mexico regions of North American territories. Negotiated the scheduling (i.e. pickup, delivery, and lumper assistance); pricing agreements (i.e. mileage rates, single/teams, etc.); asset management [(52’ Air-ride dry van, Refrigerated (reefer), and flatbed trailers)]; and assumed driver management responsibilities that included driver preparation (i.e. E-track decking, plywood, furniture pads, load straps, snow chains, etc.), safety management [(i.e. Driver safety logs, hazardous materials (Hazmat) documentation, awareness placards, and invoice management assistance (i.e. bills of lading, shipping/ receiving manifests, and invoice processing (i.e. coordination with Accounting department).


Grand Canyon University (Aug. 2012-Sep 2014) - GPA: 3.63 Phoenix, AZ

Major: Master’s in Public Administration (specialization in Healthcare Management) Date of Graduation: September 2014

Brookstone College of Business (Jun. 2004-Jan. 2006) - GPA: 3.333 Greensboro, NC

Major: Computerized Business Accounting Diploma Date of Graduation: January 2006

Honors: President’s List and Honor Roll

North Carolina A&T State University (Aug. 1988-Jan. 1993) - GPA: 2.833 Greensboro, NC

Major: Logistics Management Date of Graduation: January 1993


United States Air Force – Protected Veteran Shaw Air Force Base, SC

(Sept. 1994 – 1997: Active Duty) (1997 – 2002: North Carolina/Georgia Air National Guard Keesler Air Force Base, MS

Title: Radio & Telephone Maintenance Technician / Squadron Training Manager (300 personnel) – Staff Sergeant/E4

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