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Customer Service management/ garrison lead analyst

Fairfax Station, Virginia, United States
January 16, 2018

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Sandra MacEachron Peckins

**** ********** **. ******* *******, VA 22039 § 202-***-**** (mobile) § 202-***-**** (cell) §


Sales & Marketing § Strategic Planning § Business Analysis § Project Management


University of Phoenix, Phoenix, AZ

Master of Business Administration degree (2009) § Cumulative GPA: 3.69/4.0

Virginia Commonwealth University, Richmond, VA

Bachelor of Science degree in Business Administration (1995)

Professional Profile

Focused Professional, with extraordinary talent for Strategic Planning and Project Management. Intricate knowledge of progressive, forward-thinking methods to research, analyze, and launch a program. Exemplary reputation for exceeding expectations in every position held. Successfully envision, implement, and manage results. Strong sales and diplomatic people skills.

Dynamic and energetic, with ability to build rapport quickly, and develop long-lasting business relationships. Highly articulate team player with outstanding interpersonal communication skills. Excellent group presentation abilities. History of guiding, training, and coaching cross-functional teams, and building collaboration at all levels.

Strong customer service and diplomatic skills, and highly proficient in utilizing high tech solutions. Flexible and adaptable, with experience leading teams through Change Management process. Solutions-oriented and decisive, with a passion for results and an unwavering commitment to excellence. Awarded Secret Clearance (highest level of clearance) for position with Center for Naval Analyses.

Professional Experience

Serco, Inc., Camp Humphreys, Korea 2008-2009

Lead Analyst and Installation Customer Service Officer

Recruited to a new position for the initial launch of a series of new programs, with scope involving the U.S. Army worldwide. Established, implemented, and oversaw the Customer Management Service (CMS) program for USAG Humphreys. Launched and directed an annual Customer Service Assessment (CSA) project, and compiled and reported monthly and annual results from the CSA surveys.

Led one of the largest CMS contracts ever for Department of Defense, conducting assessments worldwide.

Directed the strategic planning, coordination, and facilitation of CMS program to promote Army Well Being.

Oversaw the statistical analysis of the CMS program, and briefed the Command Group/Commanders on assessment results and recommendations.

Led the briefing at Town Hall Meetings, and the Humphreys community at the Well Being Council.

Coordinated and conducted quarterly focus groups with constituents and Installation Action Council, and created aggressive marketing and advertisement campaigns utilizing all forms of communication media.

Analyzed and provided recommendations for long-term strategic planning and business efficiency.

United States Army Department of Defense, Camp Humphreys, Korea 2008-2008

Family Readiness Group Coordinator

Selected for position as the Coordinator of the new Family Readiness Group (FRG) program for 501st MI. Oversaw the coordination and implementation of the program for three military intelligence battalions. Researched topics for presentation, established and administered FRG surveys, and conducted informational briefings on FRG. Maintained MIS for volunteers, and maintained records for volunteers of OPOC. Responsible for marketing, initiating and executing the FRG programs, and coordinating presentations and tours based on community needs.

Attended weekly and monthly community meetings, as well as 8th Army meetings, Steering Committee Meetings, FRG meetings, and Town Hall meetings.

Managed the new program’s researching, coordinating, and marketing of community events and news, and designed and published an FRG newsletter.

Established first set of continuity books and Standard Operating Procedures, and established and maintained the FRG website.

Sandra MacEachron Peckins

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Professional Experience, continued…

Inova Health System, Alexandria, VA 2006-2007

Human Resources Assistant

Performed support duties related to the employment process and human resource services, including tuition reimbursement, and staff certifications. Provided support in Employee Relations and served as model in the Change Management process.

Provided wide range of administrative functions for health care system, affecting people throughout the organization and beyond – from Technical Consulting to Project Management.

Premier Mortgage Funding, Inc., Woodbridge, VA 2005-2005

Senior Mortgage Consultant

Originated loan applications, and consulted with clients regarding best-fit loan programs and financing options. Generated numerous documents in accordance with compliance requirements, including good faith estimates. Analyzed credit reports and processed approval conditions to bring loans to close.

Recognized for dependability, honesty, and problem-solving skills, and for providing exceptional support to customers and coworkers.

National War College Alumni Association, Ft. McNair, Washington D.C. 2004-2006

Administrative Assistant Consultant

Maintained the association’s computer-based membership directory, and prepared wide variety of reports for the organization, including the annual budget and periodic budget reports. Assisted with the recordkeeping of all financial information. Planned, coordinated, and executed catering and seminar events.

Assisted the Editor in the preparation of periodic newsletters, and managed the database of membership and donations.

Center for Naval Analyses, Alexandria, VA 1990-1993

Executive Assistant to the Vice President

Assistant to the Administrative Coordinator

Processed field correspondence and scientific research documents. Prepared monthly, quarterly, and annual reports, and assisted Field Representatives with inquiries. Scheduled the Vice President’s calendar, and performed numerous additional special assignments.

Promoted to Executive Assistant, and awarded Secret Clearance (highest level of clearance).

Coordinated and facilitated the installation of VAX system utilizing initiative, diplomacy, strong decision making, and outstanding communication skills throughout implementation.

Retail, Sales, and Hospitality Experiences:

Banquet Server/sales at the Harry Lee Hall (Quantico Officer’s Club) 1984-1986

Bennigan’s food server (Springfield Mall) 1987-1990

Macy’s Sales Associates (Springfield and Pentagon City Mall) 1990-1992

JCPenny floater/sales associate (Springfield Mall) 1983-1985

Baskin-Robbins Assistant Manager 1980-1983

Selected Computer Proficiency

Microsoft Word, Excel, Outlook, and PowerPoint § Lotus § Oracle § QuickBooks Pro § iWork

Language Fluencies

English § Korean

Professional references are available upon request.

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