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Customer Service Manager

Schenectady, NY
October 23, 2018

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** **** ****, ******, ** ***** • Cell: 518-***-**** • D

Professional Summary

Innovative leader who enjoys actively engaging with students and educators. A natural communicatorwho is pleasant and bilingual. Looking for an opportunity to lead a top-notch staff that strives to booststudent performance. Experience in both leading and mentoring fellow veterans and their families.


Advanced communication skills Team buildingHighly motivated self-starter Outside community relationsStrong leader Staff developmentOrganized and detailed Standards of excellencePersonable and approachable Conflict resolutionEnthusiastic Policies and proceduresPowerPoint Codes of conductClear communicator of complex ideas Goal planningOral and written communication

Work History

Explosive Ordnance Disposal Technician, 11/2009 to 09/2012US Army

Drafted military and nonmilitary correspondence.Supervised the creation and validation of anti-terrorism plans on all ships.Sorted and routed incoming correspondence and messages.Developed and led training programs in preparation for combat.Wrote office job descriptions and directives.Served as custodian of classified documents.Prepared documents for destruction.Operated and maintained communications equipment.Performed as a fire team member during situational training exercises and all infantry dismountedbattle drills.Communicated urgent orders and directions effectively to team of 15 personnel.Documented and processed classified materials.

Tracked and filed administrative paperwork and personnel folders.Planned and briefed personnel on missions.

Customer Service Manager, 03/2013 to 09/2014Lowe's Home Improvment – Halfmoon, New York

Cross-trained and backed up other customer service managers.Directed training of new team members and mentored each to promote productivity, accuracy andfriendly service.Completed documentation and logs each day and generated weekly reports detailing activities.Researched complex problems and resolved issues in a timely manner.Responded to customer requests with friendly, knowledgeable service and support.Adhered to all confidentiality requirements at all times.Facilitated inter-departmental communication to effectively provide customer support.Identified individual development needs with appropriate training.Followed-through on all critical inter-departmental escalations to increase customer retention rates.Maintained accurate records of past due customer account activity.

Barber, 10/2015 to 08/2016Dominics Barber Shop – Albany, NY

Styled hair according to customer preferences.Managed business customer service, responding to requests and concerns in a prompt and friendlymanner.Maintained master calendar of appointments and employee shifts.Devised marketing and sales strategies to maximize business success.Consulted with clients to assess personal preferences and unique needs.Placed inventory orders, controlled stock and merchandised items in an appealing fashion.Oversaw all business operations and made strategic decisions.Cleaned work areas and sanitized equipment.

Veterans Representative, 09/2016 to 12/2017SUNY Schenectady County Community College – Schenectady, New York

Analyzed departmental documents for appropriate distribution and filing.Collaborated with admissions department on establishing prerequisites for undergraduate andgraduate students.Monitored students' academic progress and referred students who were struggling to campusresources.Proficient with G.I. Bill requirements and usage.Knowledgeable with dealing with dependents and veterans.

Writing veteran resource guide.


Associate of Arts: Liberal Arts, 2008Thomas Edison State University - Trenton, NJ

High School Diploma: 2005Columbia High School - East Greenbush, NY


STRIDE Adaptive sports program volunteer for children with disabilities and wounded warriors.

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