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Customer Service Manager

Covington, Georgia, United States
January 31, 2018

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Ability to maintain information on sensitive and classified files

Goal oriented with exceptional problem solving abilities

Strong organizational and administrative skills

Knowledge of IDMS & Microsoft Platforms

Possess a high level of responsibility with excellent communication skills

Customer service focused


Olgoonik Technical Services, LLC Anchorage, AK 10/2015 to 12/2017

Identification Operator I

Process Department of State employee for new/renewal of identification cards

Process Foreign Service personnel for the Department of State application into the

IDMS (Integrated Database Management System) to issue identification cards

Photograph and print personnel pictures for Passport/VISA application

Process personnel application and review for accuracy

Frequently provides intermediate customer service support

Identifies and resolves moderately complex ID card problems

Performs quality control checks

Inter-Con Security Systems Inc. Lorton, VA (2001-2015)

Contracts Deliverables Specialist 03/2014 to 08/2015

Maintained personnel medical files for the USMS contract

Distributed appropriate paperwork to personnel regarding medical conditions that warranted

responses from their medical provider

Updated management team on a weekly basis regarding status of deliverables

Received, reviewed and submitted applicant packets

Front Office Manager 03/2013 to 03/2014

Meet and greet visitors/applicants entering the facility

Answered a multi-system phone line and transferred calls to the proper recipients

Assisted potential personnel in the application process for multi contracts

Reviewed personnel applications to confirm completeness in its entirety

Assisted the Training Director in ordering, planning and implementing procedures in the office

Regional Director 03/2011 to 03/2013

Managed the responsibilities of Inter-Con Security System Inc. National Capital Region

operations for multi contracts

Managed the Regional office to maintain the day to day operations

Maintained the effectiveness of office procedures and review the procedures for continued


Managed the Administrative operations of the National Services contract

Coordinated various vendors (HVAC etc.) to maintain the daily operations of the building

Disseminated information to personnel; calculated weekly time and attendance for

30-60 employees

Participated in the employee selection process

Maintained personnel files, tracked licensing and training

Prepared weekly, monthly and quarterly reports as needed

NCR Scheduling Manager 03/2008 to 03/2011

Managed the scheduling department for the US Department of State Armed Security

officers for the Virginia area

Coordinated with management and supervisors to ensure the flow of personnel

work schedules were entered accurately into the Vision database system

Diplomatic Security Sergeant 04/2001 to 03/2008

Supervised and managed 65 Armed Uniformed Officers in Northern


Performed post inspections, and tracked officers expired certification/qualifications

Oversaw all emergency responses. Recorded and reported information to the appropriate

agency/management personnel

Maintained Top Secret Clearance and Virginia/Maryland Armed Security officer license.


Bachelor of Arts Degree, Criminal Justice Duquesne University, Pittsburgh, PA

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