Customer Service Manager, Recruitment, Training, MS Office Application

Eric Jackson

Fleming Island, FL ***** 910-***-****

****.*.*******@*******.***

Administrative Supervisor / Manager

HR Management Customer Service Management Office Management

Solution-focused and adaptable leader with over 20 years of management and supervisory success across diverse administrative areas and functions, as well as overseeing training / instruction operations. Motivated and reliable with drive to succeed; continually meet challenges and collaborate across departments to ensure high productivity, efficiency, and business results. Deliver exceptional customer service and quickly resolve problems, resulting in high satisfaction and loyalty.

Areas of Expertise

Administrative System Management

Customer Service / Relationships

Business Policy / Analysis

MS Office Applications

Recruitment / Hiring / Scheduling

Training / Development

Team Building / Leadership

Reporting / Data Management

Facilities Management

Performance Evaluations

Contract Management

Communication / Collaboration

PROFESSIONAL EXPERIENCE

AUTOMATIC DATA PROCESSING, INC., El Paso, TX 1/2017 – 2/2018

HRB Implementation Consultant

In technical business solutions support role within Accounts Services Division, leverage world-class service in areas of HR and benefits administration, talent acquisition and training solutions.

Develop and improve implementation processes to align with total client experience solution delivery policies.

Directly consult with clients and analyze systems, requirements, and processes to provide comprehensive ADP solutions. Guide and drive clients towards most efficient and cost-effective business solutions.

Partner across departments to resolve software product and services issues regarding framework, quality and standards, and implementation.

Develop software integration process into client infrastructure.

Provide daily support in software implementation and upgrades, technical problem resolution, enhancements, specialized reporting solutions, and training in pre and post migration operations.

Lead support team to high client satisfaction rates and improved satisfaction score by 55 points.

US ARMY, Ft. Bliss, TX 11/2014 – 9/2016

Facilities Manager / Military Housing Supervisor

Orchestrated operations for clearing and preparing 1800+ living spaces in 15 buildings.

Maintained furniture and equipment inventory of $500K, including managing HVAC, power generators, plumbing components, appliances, and other assets.

Managed contractor relationships and coordinated appointments.

Supervised key and lock systems valued at $25K.

Generated quarterly financial status reports listing labor hours to Department of Defense.

Input information into Enterprise Military Housing (eMH) system as subject matter expert (SME).

Led, trained, evaluated and supervised 13 team members according to policies and procedures.

Saved $500K in costs during two years by developing process improvements.

Awarded and recognized for excellence for maintaining highest housing facilities quality rating within division.

US ARMY, Ft. Bliss, TX 6/2010 – 11/2014

Intelligence Supervisor

Managed, supervised and directed 17-member team in system administration division, including overseeing geospatial analyst engineers, all-source imagery analyst and DoD civilian employees.

Integrated daily intelligence summary reports.

Increased production by 60% by setting measurable goals and motivating teams to top performance.

Managed sensitive search projects directly impacting operations and planned and coordinated support requirements.

Served as point of contact to provide subject-matter knowledge and insight for senior staff, peers and subordinates.

US ARMY, Ft. Bragg, NC 6/2009 – 6/2010 6/2009 – 6/2010

Senior Advisor

Delivered guidance and leadership for 500+ engineering personnel and supported operations capable of deploying people and resources globally to support XVIII Airborne Corps contingency mission.

Planned and synchronized intelligence, general and combat engineering operations and ensured quality control of staffing and training. Supervised Government Purchase Cards, training land, tactical equipment and training.

Earned status as first sergeant to hold accountability for health and welfare of 148-member person team / company.

Ensured quality and on-time contractor work. Accurately maintained facility contractual documents and provided follow up using performance management system.

Facilitated unit’s Equal Opportunity and Sexual Assault Prevention training every 90 days.

As liaison to senior-level staff, reported quality control, facility maintenance, personnel, and training activities.

Increased personnel readiness by 30% and physical fitness scores by 25%.

Saved $1M in government supplies by efficiently managing inventory and distributing assets, resulting in zero loss.

US ARMY, Ft. Belvoir VA 1/2006 – 5/2009 1/2006 – 5/2009

Master Instructor / Course Coordinator

As DoD Chief Instructor and Course Coordinator, managed, supervised, trained and counseled 13 Army supervisors, five Marine Corps supervisors and one Air Force supervisor for instruction of Basic Topographic Analyst and Marine Geographic Intelligence Specialist courses.

Provided strategic vision and planning for Analysis Division with 27 personnel of only DoD training school supporting both US Army Information and Intelligence training.

Provided Initial Entry Certification instruction to 126 students, with 120 successful graduates, to maintain 91% graduation rate over three years.

Developed course curriculum and documentation and managed lesson updates to align with American Council on Education (ACE).

Awarded personnel 18 credits per course, developed learning materials, and prepared course and instructor schedule.

Prepared Academic Evaluation Reports for job specialty transfer students.

Held accountability for $6M in assets.

Awarded Instructor of the cycle for teaching course twice within three-month cycle.

EDUCATION & CREDENTIALS

Bachelor of Science Business Administration in Management

Associate of Science

Grantham University Kansas City, MO

Advanced Leadership Management Certificate

Equal Opportunity and Awareness Course Certificate, US Army

Master Instructor Certificate

US Army

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