Customer Service Manager
Resume:
Ginelda Lyons
Knoxville, TN 37909
Day Phone: 865-***-****
Email: *******.*****@*******.***
Human Resources
Areas of Expertise
• Written and Oral Communication
• Training & Supervision of Personnel
• Military Liaison
• Personnel Motivation
• Military Vet
Professional Experience
United States Air Force- 04/1999 - Current
RAF Croughton, United Kingdom- Secret Clearance
Group Education and Training Assistant Manager
- Attend meetings with managers and attends seminars to obtain information for use in training programs and to inform
management of training program status.
- Identifies training needs and develops alternative training methods if expected advances are not seen.
- Designs, plans, organize and direct orientation and training for employees.
- Schedule classes based on availability of classrooms, equipment and instructors
- Devises programs to develop executive potential among employees in lower-level positions
- Screens, Hires, and assigns workers to positions based on qualifications.
- Evaluate training materials prepared by instructors, such as outlines, text or handouts.
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Group Employments & Special Actions Supervisor
- Directly supervised and coordinated activities of clerical and administrative support workers.
- Coordinated activities with other supervisory personnel and other work units.
- Designed, implemented and evaluated staff training and development programs, customer service initiatives and
performance measurement criteria’s.
- Developed and updated procedures, policies and standards.
- Developed work schedules according to budgets and workloads.
- Maintained records pertaining to inventory, personnel, orders, supplies, and machine maintenance.
- Supervised the work office, administrative and customer service employees to ensure adherence to quality standards,
deadline, and proper procedures, correcting errors and problems.
- Trained employees in job duties and company policies and arrange for training to be provided.
- Resolved customer complaints and answer customers’ questions regarding policies and procedures
Customer Programs Supervisor
5/2007-4/2010 USAF; 377 FSS/ Kirtland AFB, NM- Secret Clearance
- Discussed job performance problems with employees to identify causes and issues and to work on resolving problems.
- Evaluated employee’s job performance and conformance to regulations and recommended appropriate personnel action.
- Interpreted and communicated work procedures and company policies to staff.
- Arrange for in-house and external training activities
- Examine employee files to answer inquiries and provide information for personnel actions.
- Gather personnel records from other departments or employees.
- Inform job applicants of their acceptance or rejection of employment.
- Interview job applicants to obtain and verify information used to screen and evaluate them.
- Provided employees with guidance in handling difficult or complex problems and in resolving escalated complaints or
disputes.
- Researched, complied and prepared reports, manual, correspondence, and other information required management and
governmental agencies.
Command Evaluations & Decorations Manager
4/2004 – 5/2007 USAF; HQ-AFOTEC/ Kirtland AFB, NM- Secret Clearance
- Searched employee files to obtain information for authorized persons and organizations.
- Trained and instructed employees in job duties and company policies and arranged for training to be provided.
- Implemented departmental policies, procedures, and service standards in conjunction with management.
- Directed, managed and advise employees on company’s evaluation and award programs
- Worked directly with company’s headquarters on personnel award criteria.
- Compiled and prepared reports and documents pertaining to personnel activities.
- Coordinated and performed activities associated with shipping, receiving, and distribution.
- Requested information from law enforcement officials, previous employers, and other references to determine
applicant’s employment acceptability.
Answered question regarding examination, eligibility, salaries, benefits and other pertinent information .
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Human Resources Assistant Manager
4/2000 – 4/2004 USAF; 59th MDG/ Lackland AFB, TX- Secret Clearance
- Maintained records pertaining to inventory, personnel, orders, supplies, and machine maintenance.
- Planned layouts of stockrooms, warehouses, and other storage areas, considering turnover, size, weight, and related
factors to items stored.
- Record data for each employee, including such information as addresses, absences, supervisory reports on performance,
and dates of and reason for termination.
- Monitored inventory levels and requisition and purchases supplies as needed.
Education
5/2013 Bachelor’s Wayland Baptist University- Human Services
2/2013 Associates Community College of the Air Force- Human Resource Management
Present- American Military University- Masters Business Administration
Job Related Training
-Air Force Trainer Course 8 Hours
-Airman Leadership School - 16 Days
-Passport Agent Training - 16 Hours
-Human Resource Manager Certification - 16 Days
Awards
-Manager of the quarter in 2012
-Gerrit D. Foster Award for 2009.
-Human Resource Section Manager of the quarter in 2009
Skills
Fluent in Spanish and English, Understands written sentences and paragraphs in work related documents, Gives full attention to
what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not
interrupting at inappropriate times, talking to others to convey information effectively, communicating effectively in writing as
appropriate for the needs of the audience, using logic and reasoning to identify the strengths and weaknesses of alternative
solutions, conclusion or approaches to problems.
References: Available Upon Request
Ginelda Lyons- 865-***-****) - Page 2 of 2
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