Customer Service Manager

Gerard D. Baptiste

Marietta, GA *****

404-***-**** (mobile) **********@*******.*** 770-***-**** (home)

SUMMARY OF QUALIFICATIONS

Accomplished bilingual Manager with more than 15 years of business experience and strong work ethics. Strengths in disaster recovery services, field operations, analysis, and relationship management. Uses methodical approaches in problem solving, policy administration, and quality assurance with attention to detail in fast-paced working environments. A customer-focused leader who coordinates and executes timely work activities while influencing and relating to others with respect and enthusiasm to achieve results.

MILITARY

U. S. Army; New York National Guard, Honorably Discharged

FOREIGN LANGUAGES

Creole, French

PROFESSIONAL EXPERIENCE

Small Business Administration

Construction Analyst Herndon, VA 10/2017- Present

Conduct on-site emergency response, loss verification, damage assessments to personal, real and commercial property that resulted from a declared disaster. Work in the field covering hundreds of miles in Houston, Texas and one-third of the island of Puerto Rico.

Expertly assessed all minor and major disaster damage caused by environmental, weather, airborne, or earth variations, using manual, technology, and digital equipment.

Review, evaluate, estimate quantity of materials using cost guidelines for constructing repairs. Document physical property, personal and commercial property damage, repair and construction costs, and experienced damage by analyzing and determining the cause and extent of damages and methods for making repairs to residential and commercial structures.

Analyzed root cause, lasting effects, and potential hazards of visible damage to determine construction occupancy levels, livable standards, and feasibility.

Provide documented assessments and determinations of assigned tasks using iPad, construction software, internal programs and tools, and the Internet.

PB Disaster Services (FEMA Contractor)

Disaster Housing Inspector Marietta, GA 09/2011 - Present

Deployed to appointed disaster areas, scheduled appointments and interviewed disaster applicants to conduct disaster services. examine, validate, and secure FEMA required documentation.

Performed disaster services by conducting inspections and assessing disaster damages of residences. Documented the damages sustained based on extensive knowledge of construction techniques. Finalized inspections by doing quality checks and while providing timely inspections, executing the highest ethical and compassionate quality standards and upholding FEMA’s mission.

Used FEMA website and software system, ACE 4, to upload reports and data. Submitted report to the central office for quality review. Achieved 96% average QC rating on field disaster deployment.

Completed more than forty FEMA job readinesses, e-learning and field training courses passing with the minimum of 90% or above including training in the entire disaster cycles of response, and recovery. Used standardized inspector guidelines, addendums, resource material and job aids and adhered to safety and annual training requirements.

Analyzed and verified proof of residency and ownership, conducted hundreds of field interviews, inspections and personal property.

Generated computerized sketch of residential damages. Supported documentation and evidence of damages, secured residents signature and utilized digital photos. Assists the supervisor with analyzing and evaluating Inspection Services procedures for continuous improvements in inspection methods, processes, and techniques.

Department of Commerce, US Census, Atlanta, GA

Regional Technician, Atlanta Regional Census Center Atlanta, GA 03/2009 – 03/2011

Oversaw the management of the administration, recruiting, field operation, quality assurance and technology functions. Served as management consultant, regional staff technical advisor and support for the Atlanta Regional Census Center while covering 3 states (Georgia, Florida, and Alabama), and working with diverse populations. Assured timeliness, order, and efficiency in conducting the 2010 Census.

Achieved regional goals ahead of schedule and within budget by maintaining productivity, monitoring and coordinating the largest Census operations involving 8,500 employees, while exceeding quality standards, and complying with EEO and other federal regulations.

Developed and coordinated productive partnerships with state, local, community-based organizations, faith-based groups; schools; media-outlets, businesses, and other grassroots entities in communities. Developed relationships with the Haitian community by conducting presentations and working exhibit booths to gain support for census outreach.

Coached managers in the development of operational strategies by giving timely, appropriate +-feedback on performance, policy administration, and resolving problems which resulted in top performance levels and multiple manager promotions.

Served as mediator between Field Management team and Office Operation Management team in resolving conflicts and discrepancies.

Facilitated leadership in the organization of people and resources to engage regional teams in the orientation, preparation and response of the largest Non-Response Follow-Up (NRFU) campaigns, so that communities could actively engage in the NRFU campaign.

Improved employee performance by 10%, enhanced morale, and contributed to team’s success by performing technical support and quality checks, detecting operational errors and deficiencies, managing relationships, then guiding and directing Local Census Office (LCO) Managers and Assistant Managers in resolving operational and personnel issues. Reviewed, validated and audited manager travel expenses.

Reduced operational costs by efficiently coordinating and managing logistics of office closings in Alabama, Georgia, and Florida. Collaborated with General Services Administration (GSA) in conducting quality checks in the closing of Census offices.

Used a variety of tools and computer systems, reports and observations in responding to congressional inquiries and EEO complaints with timely, equitable resolution.

Zion Missionary Baptist Church

Volunteer Health Ministry Leadership Team- Roswell, GA 01/2012 – 12/2014

Haiti Medical Mission

Volunteer Foreign Missions Liaison-Haiti 01/2004 – Present

Volunteer Foreign Missions Director 01/2002 – 12/2004

Collaborated with US based organizations to secure goods. Mobilized a team of first responders in Haiti to distribute clothing, first aid, other products, and participated in the early response of the 2010 earthquake in Haiti.

Served on leadership team to design project plans for medical missions to Haiti. Developed and obtained budget and financial approval and conducted marketing campaigns to acquire funds.

Led the planning, management and implementation of 125 volunteers and supporters. Engaged supporters by designing and delivering marketing presentations, resulting in gaining funds, medicine and supplies.

Coordinated and implemented projects with US and Haitian government including transportation and Customs.

Developed community-based partnerships with US and foreign physicians, nurses, and medical teams ensuring sufficient staffing and volunteer capacity to execute medical services. Resulted in the servicing of 1,200 patients over a 5-day period.

Coordinated all on-the-ground activities and logistics between local and US based volunteers while ensuring cultural sensitivities between groups.

Goodwill Industries, Atlanta, Georgia

Assistant Manager Atlanta, GA 02/2006 – 11/2007

Managed the sales, operations, asset protection, and human resources functions of the store to ensure a great customer experience and maximum profitability.

Generated financial reports and analyzed financial profit and loss data to determine profitability.

Accepted donations from donors, provided receipts, entered donations into system. Increased sales by 15% within 6 months, consistently meeting budgetary guidelines while monitoring loss prevention. Resolved customer issues expeditiously resulting in customer loyalty.

MBNA (Bank of America)

Marketing/Customer Service Kennesaw, GA 11/2003 - 03/2005

Managed accounts in Customer Service Center by using call center operation system, delivering quality customer service, analyzing applicable service eligibility, and responding and resolving customer issues promptly which resulted in receiving several awards.

Managed English, French, and Creole speaking accounts. Assessed credit worthiness by reviewing customer credit card application and financial data to determine eligibility for increased line of credit.

Consistently exceeded balance transfer goals and credit protection by following up on assigned accounts. Achieved 4 Monthly and Quarterly Sales Awards for Goal Attainment. Achieved Quarterly Award for Highest Number of Credit Protection Service.

TRAINING & EDUCATION

Construction Analyst Disaster Relief Field Training - 2017

Certificate of Completion-Dialysis Technician, Malik College

Certification-Post Disaster Assessment, FEMA ACE 3, ACE 4 Software, 2014, 2015, 2016, 2017

Completed more than forty FEMA job readiness e-learning and field training courses

Certification – Disaster Housing Inspector Training, PaRR Inspections, FEMA Contractor, 2011

Mock Inspection Training, PaRR Inspections, FEMA Contractor, 2011

Certification – Disaster Housing Inspector Training, PB Disaster, FEMA Contractor, 2011

Census 2010 Management Field Operations, 2009; Quality Management, 2010; Recruiting Management, 2010 Customer Service, 2003; Dispute Resolution, 2003; Account Management, 2003 – MBNA Training

State University of New York, Business Administration, Old Westbury, New York, 1972 - 1974

La Guardia Community College, Queens, New York, 1972

TECHNICAL SKILLS

Microsoft Word, Certificate of Completion, Cobb Works, 2011, Microsoft Excel, Certificate of Completion, Cobb Works, 2011, Microsoft PowerPoint, Certificate of Completion, Cobb Works, 2011; Outlook, Windows Explorer, DAPPS (Decennial Applicant Personnel Payroll System)

CHRIS (Census Human Resources Information System), PBOCS (Paper Based Operations Control Systems)

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