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Customer Service Manager

Orlando, Florida, United States
January 31, 2018

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**** ******** ******

Lakeland, FL 33810-5163


Citizenship: U.S. Citizen

Veteran Status: Current AGR (T32), OEF, OIF, OND Veteran PROFILE SUMMARY

Dedicated training, communications, administrative, maintenance, and logistics professional with more than 30 years cumulative experience directing, coordinating, mentoring, training, analyzing projects and process programs within both the military and civilian sectors. Proven ability to lead and develop large scale operations both nationally and internationally. Adept at problem solving and multi-tasking in a fast-paced and stressful environment. Dynamic leader and trainer with an outstanding reputation for integrity and results. Enthusiastic with a positive and motivating leadership style. Excellent interpersonal skills; easily develop rapport with individuals from diverse backgrounds. Extensive experience in both multi-cultural and multi- faceted environs. Proven ability to summarize raw data and convert into clear and concise presentations via various multimedia platforms. A highly motivated self-starter with managerial skills, with an above par customer service oriented stance. Professional Education

1994: Total Quality Management/Leadership Certification, USNR (Jacksonville, FL) 1995: Applied Supervision Certificate, Polk Community College (Winter Haven, FL) 2001: Associate of Arts: Marketing, Florida Metropolitan University (Lakeland, FL) 2004: Florida Insurance Adjuster Certification, Polk Community College (Winter Haven, FL) 2004: Bachelor of Arts: Business Administration, Florida Metropolitan University (Lakeland, FL) Professional Military Experience


Post of Dade City and Post of Bartow

January 2011-Present

Armory Operations Bookkeeper/Financial Services Representative Maintain Armory operations accounting records, Accounts Payable, Accounts Receivables, Collections, Project Analysis, bidding, and contracting in compliance with State of Florida guidelines, statutes, and regulation. Financial reporting to both State and Unit Command authorities. Ensure compliance with all applicable governmental policies. Purchasing with respect to ensuring that the maximum value per purchasing dollar benefits the organization DAVID ERIC ILLGEN

8203 Woodvine Circle

Lakeland, FL 33810-5163


and the people of the State of Florida. Analyze trends regarding usage of utilities, commodities, and renewable resources to maximize return on investments and reduce operating costs. FLORIDA ARMY NATIONAL GUARD (AGR)

Company F 53rd BSB FSC (FA)

Bartow, FL 3383-6644

Feb 2017 - Present

Company G 53rd BSB FSC (FA)

Dade City, FL 33523-3816

Nov 2006- Feb 2017

(Staff Sergeant) Training NCO/Admin NCO/Medical Readiness NCO/Distribution SGT/Drivers

& HAZMAT Sr Trainer/Maintenance Program Oversight/Purchasing & Procurement Operations

Maintained Training and Administrative Records, Data Input, and compliance with AR 600-55 of the Unit and Battalion Drivers Training program. Oversaw day to day maintenance activities in coordination with two separate Field Maintenance Shops (FMS) of all unit rolling stock. Developed and implemented training program whereby -10 level operators were able to accurately and efficiently repair equipment at their level, as well as diagnose -20 and above issues ISO higher level repair activities. Oversee and maintain all bookkeeping records for Armory operation accounts (both A/R and A/P). Auditing of unit financial records. Maintain and update personnel records and medical records, initiate and process Line of Duty Injury packets

(Work Comp) and ensure compliance thereof, process all medical payments and provider follow up, process and certify medical review board packets, HIPAA certified. Analyze trends based upon medical readiness, asset availability, and operational consideration in order to update systems and processes. Maintain and develops records keeping systems via Excel and various databases to produce clear, concise reports and briefings. FLORIDA ARMY NATIONAL GUARD (M-Day)

HHSB 2nd BN 116th FAR

Lakeland, FL 33811

Nov 2001-Nov 2006

SR RTO/Battle Staff NCO

Maintained and operated all BN TOC equipment, to include SINCGARS, CPOF, and other digital systems. Operated and maintained multiple GENSET units, to include 10KW, 15KW, 20KW

(governed to 18KW), and 60KW GENSETs. Rebuilt fuel systems and made field level repairs typically performed at the -20 and above levels. Maintained two 900 series 5 ton trucks. Professional Civilian Experience

Publix Supermarkets

Lakeland, FL


8203 Woodvine Circle

Lakeland, FL 33810-5163


Oct 2003 – Aug 2009

Liability Analyst/Workers Compensation Adjuster (Florida Only) Review store incidents reports to determine culpability and compensability on the part of the company, customer relations, conflict resolution, medical records review and continuity of care review, adherence to State guidelines for compensability of claims, claims processing, medical coding review, records maintenance, employee relations. HIPAA Certified Watson Clinic

Sept 1998 – Sept 2003

Patient Financial Services Representative

Insurance provide payment posting, bulk payment processing, payment batching and indexing, medical coding, customer service, auditing, provider relations, conflict resolution, employee relations. HIPAA Certified

Bromley Pallet

Tampa, FL

Nov 1996-Jul 1998

Plant and Maintenance Manager

Maintained a fleet of 2 Semi Tractor/Trailer rigs, 8 Semi-Trailers (5 Van, 3 Flatbed), 1 28 foot flatbed straight truck, 4 Toyota gas operated forklifts, 2 hydraulic pallet dismantling machines, and 2 chop saw tables. Maintenance/Repair on Commercial Diesel and Conventional Gas Combustion engines, drive trains, and Air Systems. Maintenance/Repair of hydraulic systems associated with roller-cutter pallet dismantling machines; to include hose replacement, filter replacement, bearing installations/replacements, and monthly maintenance. Purchasing and procurement of materials and equipment. Contract auditing and negotiations. Saddle Creek Corp

Lakeland, FL 33801

Oct 1993-Nov 1996

Facility Maintenance and Operations Manager-Recycle Division Maintained a fleet of six LP gas operated forklifts (Yale and Caterpillar), conducting in house repairs to engines and hydraulics. Maintained two hydraulically operated pallet dismantling machines. Designed, built, and maintained a pneumatic system that allowed for eight separate repair stations in support of pallet recycling operations. Installed and maintained one overhead lift system that utilized both pneumatic and hydraulic system for operations. Purchasing and procurement of materials and equipment. Contract auditing and negotiations. Workplace LLC

Lakeland, FL 33810

Sept 1991-Oct 1993

Logistics and Facility Maintenance Manager


8203 Woodvine Circle

Lakeland, FL 33810-5163


Oversaw logistical operations and responsible for the repair and maintenance of HVAC, MHE, and facility operations systems. MHE consisted of two Toyota LP Gas operated Forklifts, one Yale electric pallet jack, and numerous other manually operated pallet jacks and various pieces of material handling equipment. Conducted in-house repairs and/or coordinated for contractor provided repairs. Sales and purchasing consultant. Additional Maintenance/Repair Experience

Illgen Cattle Ent.

Lakeland, FL 33809


Maintenance and repair of Farm/Ranch equipment for a 30 acre Family Cattle Operation, to include repairs on Yanmar and Ford Tractors, Bush hogs, tillers, choppers, hay balers, and other associated tractor accessories in support pasture maintenance. Installation and maintenance of irrigation and watering systems for pastures and live stock, to include rebuilding pumps and well systems. Project and analyze livestock purchasing and sales trends to gain maximum profit for small scale family cattle operation.

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