Customer Service Quality Assurance
Resume:
Thomas D. Hamann
Grand Junction, CO 81501 USA
Residence 970-***-****, mobile 970-***-****
Email - ***************@*****.***
Objective I want to secure a position where I can enhance and use my
written and oral communication skills, computer skills,
organization skills and customer service skills in a position
that will benefit my employer.
Education Purdue University, West Lafayette, Indiana
BS - Hospitality and Tourism Management
Work Experience
2013 - 2014 National Park Service - Colorado National Monument
Fruita, Colorado
Visitor Use Assistant
. Collect fees and provide answers to visitor questions about
recreational opportunities, interpretive services, and
concession facilities and services
. Responsible for collecting fees and following accountability
guidelines for handling government funds
. Operate an electronic cash register, perform open and closing
shift functions to verify money collected and stock sold
. Perform a variety of visitor services such as traffic control,
radio dispatching and back-country patrols
2008 - 2013 Raytheon Polar Services / PAE Antarctic Support Contract
McMurdo Station, Antarctica
Antarctic Terminal Operations - Passenger Services Supervisor
. Responsible for the oversight of all intercontinental
manifesting of passengers and coordination/supervision of four
Passenger Services Representatives
. Coordinated participant lodging and travel arrangements with
USAP travel offices in New Zealand and North America
. Trained employees on all aspects of passenger processing and
advanced use of computer systems
. Arranged and conducted meetings for all company personnel
. Managed 1300+ passengers, organizing overbooked flights,
maintaining Excel database to track people, flights and housing
. Professionally interfaced with all organizations regarding
passenger logistics
. Conducted daily communications with South Pole management
regarding the coordination of passenger movements
. Worked with other agencies on flight schedule updates/changes
. Maintained coordination with the Area Director, USAF, and
Medical personnel regarding medical evacuation passenger flight
requirements
. Coordinated with the National Science Foundation Representative,
Research Ships, Italian Antarctic Program, New Zealand Antarctic
Program, and other agencies to determine passenger priorities
. Oversaw accurate and timely dispersal of Departure/Return
Messages
. Coordinated station tours for USAF C-17 flight crews
. Provided travel information, including choices and opportunities
to public (entire station) via station meetings and
presentations
. Administered Distinguished Visitor transports
. Coordinated with airfield transport schedules and shift changes
. Conducted daily coordination with the Shuttles Supervisor for
the movement of passengers to and from airfields
. Answered phones and update internet website
. Represented the department and acted as the Point-Of-Contact
(POC) on station regarding passenger logistics
. Handled confidential matters in accordance with management
policy
. Evaluated and documented employee performance
. Interacted with the National Science Foundation, armed forces,
and other agency officials, in a professional and tactful
manner, both orally and in writing
. Communicated with subordinates to relay all information needed
to perform their duties, including staff meetings, performance
appraisals, job requirements, division metrics, projects,
Quality Standard Procedures, and safety practices
. Communicated via two-way radio in accordance with prescribed
procedures and proper radio etiquette
. Safely operated Passenger Vans, and Airport Shuttle vehicles to
and from airfield
. Maintained a safe workplace and ensured that safety is the highest
priority
2007 - 2008 Raytheon Polar Services
McMurdo Station, Antarctica
Administrative Coordinator
. Assisted Station Manager in Office Management and Administrative
Support of 119 employees to achieve goals of Antarctic support
contract and National Science Foundation metrics and contractual
commitments
. Supervised and ensured subordinates understood their roles in
the United States Antarctic Program, including Environmental
Safety and Health (ESH) and Quality Assurance requirements
. Assisted in coordination of station-wide Mass Casualty Drill
. Maintained documents and record keeping to meet requirements.
Managed administrative needs, including Station Manager's
calendar, conference room scheduling, documents for ship and
aircraft schedules, personnel tracking, safety issues,
operational templates, and production of weekly Station
Situation Report
. Oversaw the tracking of USAP participants, maintenance of
emergency documentation, organization charts, and contact lists
. Co-managed the training-tracking program
. Edited, published and distributed McMurdo Station guides and
other seasonal documentation using MS Office Suite
. Ordered office equipment and maintained supply inventory
. Maintained working knowledge of USAP activities and inter-agency
relationships
. Maintained proactive approach to problem solving and information
gathering
. Coordinated and scheduled station staff for janitorial and dish
washing duties
. Handled confidential matters in accordance with management
policy
. Communicated with National Science Foundation offices in
Washington D.C. to process ongoing press releases
. Operated multiple phone line system and updated internet
website
. Prepared correspondence, meeting minutes and reports, control
files, policies, procedures and directives
. Implemented and maintained safe workplace programs, ensuring
safety as the highest priority in the workplace
2001 - 2006 Raytheon Polar Services
McMurdo Station, Antarctica
Housing Supervisor
. Planned, developed, implement ed and revised procedures,
budgets, cost information, policies and goals, ensuring
compliance with statement of work
. Performed safety audits and inspections, conducting weekly
safety training and maintaining communications with employees
. Actively pursued goal of zero accidents in keeping with safe
work practices
. Oversaw population management, fiscal management, occupancy
coordination, customer service, Housing services team
leadership, administrative processes and procurement
requirements
. Assisted Station Services Manager with yearly accounting
reports, including purchasing and receiving, expenditures and
temporary work programs
. Recruited and supervised employees to volunteer with annual
janitorial projects
. Answered phones and updated Internet website
1998 - 2001 Rocky Flats Environmental Technology Site
Golden, Colorado
Document Control
. Organized accumulation of records through data entry and filing
for the remediation and closure of U.S. Government, Department
of Energy facility
. Distributed copies of important federal documents and records to
public reading centers in a multi-county distribution area
. Operated various office equipment hardware and software to
organize files and records
. Communicated with other departments to guarantee quality of
documentation
. Inventoried equipment destined for a federal disposal waste
location
1996 - 1997 Gold Rush Coffee Internet Cafe
Estes Park, Colorado
Owner/Operator
. Trained new and existing employees to perform job functions
. Handled day to day cash transactions, including operating
electronic cash register, performing open and closing shift
functions while reconciling monies and verifying money collected
and stock sold
. Daily balanced and enacted credit card transactions between
credit providers, banking facilities and customers
. Performed accounts payable and receivable functions with local
vendors, including those of supplies consumable products and
monitoring and paying of utility bills
. Generated new business through internal and external sales
efforts
. Operated coffee and baked goods counter, standing for long
periods, while providing excellent customer service
. Located in a tourism community, provided assistance to visitors'
travel and recreation
. Operated internet access computers and provided assistance to
customers using same
. Ordered and inventoried supplies and stock
. Adept at handling large volumes of customers while maintaining
highest levels of service
. Operated facility, opening, closing and performing all tasks
during all open hours of business
References
. Lori Murray - Udelhoven Companies - Co-Worker
907-***-**** - *****@******.***
. Peter Cruser - PAE Antarctic Support Contract -
Supervisor
*****.******.**********@****.***
. Susan Lyons - PAE Antarctic Support Contract - Co-
Worker
************@*****.***
. Janet Kelleher - National Park Service - Supervisor
**************@***.***
Additional Information
. U.S. Department of State Top Secret Clearance (valid through
July, 2016)
. State of Colorado Driver's License (valid through November,
2014)
. Microsoft Office Proficient
. Received T.Q.M. and Six Sigma Quality Assurance training
. Received First Aid and CPR training
. Award winning sales skills
. Award winning customer service and presentation skills
Contact this candidate