Resume

Sign in

Customer Service Management

Location:
Sierra Vista, Arizona, United States
Posted:
February 07, 2018

Contact this candidate

Resume:

Terrenthia L. Thomas

CMR *** Box ****, APO, AE **096

+49-160-***-*****, DSN: 314-***-****

ac4dl5@r.postjobfree.com, ac4dl5@r.postjobfree.com

Qualification Highlights

Possess over 20 years of exceptional service as a Department of the Army Civilian employee

Expert knowledge of administrative practices and organizational structure

Highly skilled Administrative Professional with astute ability and understanding of Administrative Operations

Expert level knowledge of regulatory guidance including SOP 608-10

Skilled in resource allocation and management

Superior ability to communicate both orally and in writing with the capability to interface with all organizational levels

Superior Customer Service skills and experience

Highly skilled in the techniques and processes used to detect, identify, and report child abuse and neglect

Extensive knowledge of military Family support programs and operations

Skilled in management principles, organizational theory, and analysis and evaluation techniques

Broad knowledge of standardized administrative principles, concepts, policies, objectives, practices and procedures used to identify and analyze problems to recommend solutions

Skilled in leveraging resources to economically manage administrative operations

Completed eight (8) years of honorable Active Duty Service as a United States Army in the positon of Food Service Operations (92G)

Highly skilled in Inventory Management, Facilities Management, Storage Management, and Logistics Management

AAFES / NAF Interchangeable status

Most recent performance rating “Outstanding”

CNACI Security Clearance

ADMINISTRATIVE POSITIONS

Aug 2017 – Present

Hainerberg School Age Center, Wiesbaden Germany

Administrative Support Assistant

NAF-0303Series- Grade03

Apply knowledge of School Age Center mission, functions, goals, and programs to provide a wide variety of administrative support operations to management and customers

Highly knowledgeable of the pertinent laws, regulations, policies, administrative operations to ensure all administrative operations comply with guidance and procedures

Maintain knowledge and understanding of physical security policies ensuring safety policies and procedures are developed and posted

Maintain oversight of facility property regularly inventorying and tracking items on hand receipt

Support special projects by applying understanding of management principles, practices, methods and techniques

Receive an route all incoming staff actions, track status of incoming and outgoing taskers, and prepare technical and nontechnical queries and actions

Monitor office sup

Highly capable in the usages of a variety of automated software and hardware systems necessary of administrative management and oversight

Utilize personal computers and Office Suite to include the use of Outlook, Microsoft Word, Powerpoint, and Excel to develop Word Documents, Databases, Presentations, flyers, and brochures

Answer telephone inquiries, determine nature of calls and direct to appropriate staff, take messages or personally provide requested information. Refer calls to appropriate individuals or facility managers if unable to answer inquiries or questions

Develop and maintain organizational chart, information sheets and guidelines

Skilled in qualitative and quantitative analysis, identifying systemic administrative issues, and developing and implementing plans to address procedural issues and problems

Inform patrons on policies relating to patron fees, waiting lists and program events. Coordinate vacancies and reservations for hourly care. Work with Central Registration to track program vacancies and occupancy rates. Utilize the child and youth management system (CYMS) to collect data, track and generate funding reports and maintain up-to-date statistical data for planning and reporting purposes

Ensures risk management procedures (i.e., abuse prevention, identification, and reporting procedures; accident prevention, etc.) are followed. Responsible for maintaining the safe access and combination, as well as making sure all funds are deposited according to government regulations

Maintain updated participant immunizations, health assessments, and personal data files in CYMS. Prepare purchase orders, invoices, supply, and equipment requests. Provide administrative support including typing/word processing, mail preparation and distribution, copying, and travel orders for CYS personnel.

Prepare a variety of correspondence, memorandums, briefings and daily activity and other reports required for day-to-day operations

Oct 2013 – Aug 2017

Clay Kaserne Family Child Care Center, Wiesbaden Germany

Administrative Support Assistant

NAF-0303Series-Grade03

Apply knowledge of School Age Center mission, functions, goals, and programs to provide a wide variety of administrative support operations to management and customers

Highly knowledgeable of the pertinent laws, regulations, policies, administrative operations to ensure all administrative operations comply with guidance and procedures

Maintain knowledge and understanding of physical security policies ensuring safety policies and procedures are developed and posted

Maintain oversight of facility property regularly inventorying and tracking items on hand receipt

Support special projects by applying understanding of management principles, practices, methods and techniques

Receive an route all incoming staff actions, track status of incoming and outgoing taskers, and prepare technical and nontechnical queries and actions

Monitor office sup

Highly capable in the usages of a variety of automated software and hardware systems necessary of administrative management and oversight

Utilize personal computers and Office Suite to include the use of Outlook, Microsoft Word, Powerpoint, and Excel to develop Word Documents, Databases, Presentations, flyers, and brochures

Answer telephone inquiries, determine nature of calls and direct to appropriate staff, take messages or personally provide requested information. Refer calls to appropriate individuals or facility managers if unable to answer inquiries or questions

Develop and maintain organizational chart, information sheets and guidelines

Skilled in qualitative and quantitative analysis, identifying systemic administrative issues, and developing and implementing plans to address procedural issues and problems

Inform patrons on policies relating to patron fees, waiting lists and program events. Coordinate vacancies and reservations for hourly care. Work with Central Registration to track program vacancies and occupancy rates. Utilize the child and youth management system (CYMS) to collect data, track and generate funding reports and maintain up-to-date statistical data for planning and reporting purposes

Ensures risk management procedures (i.e., abuse prevention, identification, and reporting procedures; accident prevention, etc.) are followed. Responsible for maintaining the safe access and combination, as well as making sure all funds are deposited according to government regulations

Maintain updated participant immunizations, health assessments, and personal data files in CYMS. Prepare purchase orders, invoices, supply, and equipment requests. Provide administrative support including typing/word processing, mail preparation and distribution, copying, and travel orders for CYS personnel.

Prepare a variety of correspondence, memorandums, briefings and daily activity and other reports required for day-to-day operations. Prepared time and attendance using the (Time Labor Management System) TLMS system

Aug 2011 – Mar 2013

Ft Meade Family Child Care, Ft Meade, MD

Administrative Support Assistant

NAF-0303 Series-Grade03

Participated in developing administrative policies and procedures

Greeted and assist all customers when arriving to the Family Child Care (FCC) office

Received and answer telephone calls; when required, direct them to the appropriate staff member. Arrange, schedule and assist with home interviews for potential childcare providers. Initiate and monitor requests for initial and annual fire, health and safety inspections

Responsible for maintaining the Child Youth Monitoring Services (CYMS) database to ensure childcare providers are certified according to federal standards. Keep track of when annual background checks and home inspections of all certified childcare providers are due for renewal

Notified appropriate authorities when there are any issues with a background check and/or home inspection

Prepared certificates, correspondence, forms, newsletters, reports and other documents for the Director’s and/or Administrator’s signature and distribution. Prepared time and attendance using the (Time Labor Management System) TLMS system

Maintained wide variety of records, files, and data in accordance with Freedom of Information Act and Privacy Act IAW AR 25-400-2

SUPERVISORY POSITIONS

Dec 2007 – Apr 2010

Army and Air Force Exchange Service (AAFES), Japan

Food Account Foremen

Oversaw the preparation and sales of food items supervising staff to ensure customer satisfaction

Supervised a staff of six and maintained effective communication and relationships with mangers and co-workers to identify and eliminate recurring food management problems

Designated staff work schedules, conducted staff performance counseling, and implemented corrective action when necessary

Fostered a work environment that was free of sexual harassment, sexual assault or any other similar forms of employee conduct that promoted such behaviors

Verified and checked quantity of food/supply items, and coordinated section logistic to establish policies, procedures, and regulatory compliance for food handling, storage, preparation, and sales

Estimated food/supply requirements and provided advice and guidance to management on necessary resources to meet mission requirements

Ensured prompt and courteous service in accordance with established procedures, and participates in the establishment and achievement of services and sales goals for the food operation

Maintained optimum stock availability by supervising/participating in periodic stock counts and inventories updates merchandise control records, and advised management of slow-mowing, out-of-stock, defective and damaged merchandise

Informed management of customer request or complaints, and solicited ideas and suggestion from subordinates on ways to improve service and achieve goals. Opened and Closed the facility in accordance with published polices/regulations

Insuring the security of cash, fixed assets, inventory and complies with fire, safety, sanitation, security regulations

Supervised assigned associates establishes work schedules, assigns/distributes work, counsels, prepared performance reviews approved/disapproved leave requests, insured associate training, recommended actions and performed other supervisory functions

Jan 2000 – Jul 2006

Best Buy, Augusta, GA

Customer Service Senior/Cashier

Supervised 15 Cashiers and Customer Service Representatives; maintained accurate cash funds.

Processed sales slips and prepared the daily cash and sales closing procedures. Completed the morning and evening cash deposits reports, and placed and closed customer orders

Maintained accurate records and ensure completion of customer orders. Arranged merchandise for customer pick-up

Liaised with customers to identify and resolve issues

Assisted with carrying special events to increase and generate sales

Prepared statistical and narrative reports for daily cash operations

Jul 1996 – Jan 2004

US Army Active Duty Soldier

Food Service Operations – Rank: SGT

Supervised a staff of 25 Soldiers for a large garrison environment with responsibility to function in the capacity of Worker Leader and coordinate daily operations

Responsible for planning and designating work assignments for Food Service Workers assigned to the dining facility ensuring work load requirements were accomplished

Captured and relayed supervisory guidance to subordinate and provided sanitation and food preparation service for the dining facility

Ensured that all material and tools needed to complete the job were available and checked work in progress, and after completion

Performed a broad range of assignments, such as unloading delivery trucks, counting quarantines and annotating items

Cleaned, scraped dishes, trays and pots, pans and utensils segregating dishes and equipment and washes either by hand or use of mechanical equipment such as dishwasher operations

Cleaned industrial kitchen equipment, dining room tables and chairs, and washes floors, walls and windows in the kitchen, dining and storage areas, hallways and latrines

Ensured clean, neat, and sanitary conditions throughout the facility at all times

Set up and arranged dining room for service, and removes trays and used dishes and equipment to dishwasher area

Operated short order food counter as assigned, sets up cafeteria line, steam tables, and side service stands with hot and cold food items

KNOWLEDGE, SKILLS, ABILITIES

●Skilled in logistics and supply management and possess with the ability to develop and execute supply an inventory inspections

●Expert customer service and human relations abilities

●Skilled in administrative and human resources management concepts, principles and practices

●Skilled in facility management and the application of physical security measures

●Highly knowledgeable in customer service support operations and military Family support

●Skilled in applying social science principles, concepts and techniques to evaluate, identify, mitigate an report cases of child abuse/neglect

●Highly knowledgeable of civilian personnel actions and management

●Skilled in understating the EEOC program and the application of organizational mission and vision

ABILITY TO COMMUNICATE IN WRITING

●Highly skilled in providing information and guidance to a wide audience at all levels of military and civilian leadership and customers

●Superior ability to communicate complex information, issues, or reports to a diverse audience with 100% clarity in communication

●Expert ability to receive information or guidance from senior leadership to develop and provide clear and concise policy, memorandum, tasking, or stand operation procedural guidance for internal and external staff members

●Expert ability to develop PowerPoint presentations, Excel data analysis databases, and Word to generate comprehensive reports for a wide variety of audiences

RESULTS DRIVEN

●Developed excellent customer relations process, which resulted in significant increases in customer satisfaction ranking

●Created highly technical and complex tracking templates, which increased efficiencies across the organization

●Over the course of my military career: Awarded Certificate of Achievement, Certificate of Appreciation, Army Commendation Medal, Army Achievement Medal, Army Service Ribbon, Army Overseas Service

EDU CAT I O N & SPECIALIZED TRAINING

2017, Associate Degree, General Studies

2011 Diploma of Professional Medical Billing

CPR & First Aid, Opex Training

REFERENCES

Ms. Melissa Crawford, CDC Director, Building 1502, Wiesbaden Germany, ac4dl5@r.postjobfree.com, DSN:314-***-****

Mr. Raymond Egan, CDC Assistant Director, Building 1502, Wiesbaden Germany, ac4dl5@r.postjobfree.com, DSN: 314-***-****

Mrs. Trudy Dunn, Secretary, Fort Sill, Ok ac4dl5@r.postjobfree.com DSN:502-***-****



Contact this candidate