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Customer Service Manager

Colorado Springs, CO
March 05, 2019

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**** ********* ****** ****, ******** Springs, CO 80916



Customer Service Call Center Representative and Military Veteran with 19 years of proven experience in the private sector and the military. Accomplished measurable results while leading teams of 4-6 in a dynamic, fast - paced environment. Possess a comprehensive background in providing solutions for products and services, and developing productive customer relationships. Managed risk upon multiple lines to protect assets, property, and equipment valued over $20K while meeting the expectations of senior leadership. Career Supported by the pursuit of a Bachelor Degree in Information Technology.

Call Center Experience


Data Analysis

Customer Service

Training and Development

Policy Implementation


Emergency Management

Microsoft Office Suite


Customer Service Representative

Utilized effective interpersonal communications skills to interact with customers to identify their needs, inform the customer of how the organization could best assist them, and resolve problems

Resolved service and product problems and clarified complaint; determined the cause and selected best solution to ensure customer satisfaction

Resolved issues with concerned customers, repairing trust, locating resources for problem resolution, and designing best-option solutions

Managed 6 different Windows based setting computer screens simultaneously to manage the high-volume workload

Answered 100+ call for a call center taking equipment request daily; provided orderly and quick service while improving customer service

Attracted potential customers by answering product, service questions and suggested information about other products and services; prepared reports by collecting and analyzing customer information

Opened customer accounts, maintained customer records and updated account information; maintained financial accounts by processing customer adjustments

Provided solutions to general inquiries, complaints, billing questions, and payment extension/service requests

Training Coordinator

Created Access database from Excel spreadsheet to track training for students and instructors

Developed quarterly training schedule calendar for variety of training requirements and other management meetings

Wrote and reviewed lesson plans for currency and completed changes in teaching materials for instructors

Trained Air Force and civilian personnel on wartime and peacetime disaster response doctrine

Training Manager / Supervisor

Supervised and trained personnel on instructor requirements within a 4-week timeframe

Determined training requirements and implemented a training program for a community size of 2,000 personnel

Developed yearly training calendar; utilized training time and operational commitments for instructors

Completed review of all lessons plans for courses taught annually; updating instructor lesson plans and presentations

Updated lesson plans in Word format and establishing a computer disc library for backup


Training Manager / Supervisor (continued)

Developed Power Point presentations for general subjects and specialized courses

Used Access databases and Excel spreadsheets to maintain statistics on courses taught; provided information on class / instructor utilization; improved attendance and instructor availability

Emergency Management Technician / Trainer

Inventoried, maintained, and stored $500K in mobility equipment; member of disaster response force that conducts detection, sampling, and prediction operations for all contingencies; maintains, operates, and inventories $750K in emergency management (EM) equipment

Managed over $4.7M in critical EM response equipment with 100% mission effective cap rate

Created detection grids, decontamination sites, and reconnaissance routes for nuclear, biological, and chemical plans

Developed and led 53 training events & 16 chemical, biological, radiological, nuclear (CBRN) response exercises; covered 60 hours of training to improve readiness


Overnight Cashier, Walmart Colorado Springs, CO 06/30/18 thru Present

Customer Service, ITTDirect Colorado Springs, CO 05/21/18 thru 6/15/18

Order Manager, Intellisource Colorado Springs, CO 02/12/18 thru 04/23/18

Customer Service, CollegePharmacy Colorado Springs, CO 07/31/17 till 02/09/18

Call Center Representative, Alorica Colorado Springs, CO 07/18/16 till 07/18/17

Call Center Representative, Xerox Colorado Springs, CO 11/15/16 till 7/18/16

Call Center Representative, Wide Open West Colorado Springs, CO 02/28/11 till 10/12/15

Call Center Representative, Time Warner Cable Colorado Springs, CO 003/07/08 till 02/05/11


Bachelor of Science, Networking and Information Technology On line

Bachelor of Science, Information Technology, Colorado Springs, CO


Software: Microsoft Office, SharePoint

Operating Systems: Microsoft Windows 7, 8 and 10

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