Customer Service Manager

LOUIS D. FIGUEROA

P.O. Box *****, Tucson, AZ **734

520-***-**** Cell

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

SUMMARY OF QUALIFICATIONS

. Experienced Coordinator who excels working in a fast-paced environment

with focus on continuous improvement, and excellence while taking

ownership and/or accountability for all actions under my preview.

. Excellent customer service, communication, instructional, leadership, and

organizational skills.

. Attention to detailed and energetic professional possessing extensive

experience in project/program operations and administrative coordination.

. Over 20 years military experience in the automation, data,

telecommunications center operations, and information technology field,

to include all arenas of industrial, personnel, physical and information

security fields.

. Program, Facility, Operations Manager well organized and proactive

positive customer service with effective interpersonal/people skills.

. Expert knowledge of most PC applications: Word, Power Point, Excel,

Outlook, Lotus, Project and all Microsoft Office suites.

. Bilingual in English and Spanish. Familiar with French and Italian.

. Ability to work effectively, independently or within a teaming culture

while managing multiple activities and priorities to include:

-Administrative Expertise -Order/Purchasing Proficiency

-Event/Project Planning

-Presentation Skills -Vendor/Employee Oversight -Verbal/Written

Skills

-Problem Solving Ability -Equipment Management

-Communication Talent

-Invoice/Expense Processing -Financial/Budget Analyzing -Follow-

up know-how

-Expert Computer Skills -Service Excellence

-Policies & Procedures Implementation

EDUCATION

Master of Arts from the University of Phoenix

Organizational Management

Graduate Studies Central Michigan University

Human Resource Administration 18 credits

Bachelor of Arts Inter-American University of Puerto Rico

Education (Taught ESL and U.S. History 1979 - 1983)

PROFESSIONAL EXPERIENCE

Front End Line Manager, Electrical, Hardware, Plumbing and Receiving

Specialist, The Home Depot - Tucson, AZ March 2011 - Present

. Responsible for creating formal department polices and serves as the Home

Depot Line Manager for customers and sales representatives.

. Coordinates the stores Cashier, Door Greeters, Maintenance and Lot/Load

Attendants assignments throughout the registers and 1 self-checkout with

4 stations. Ensures the proper breaks and meals times are covered by

assigning various floater cashiers and store associates.

Providing outstanding customer service from initial greeting to the final

sale.

Responding to customer needs and provide expert advice about available

products.

Creating customer agreements for special order merchandise.

Demonstrating features and benefits of any product, which may complement

the sale.

Merchandises and maintains the assigned areas to its best image i.e.

displays, presentations, labels, signage, security and ordering needs for

the electrical department.

Ensuring maintenance of department facing, stocking and signing.

Provide home improvement product knowledge and electrical "how-to-do-it-

yourself" classes to the general public.

Customer Service Manager (CSM), Wal-Mart Super Center - Tucson, AZ

October 2009 - March 2011

. Responsible for creating a formal department polices and serves as the

corporate "Ambassador" for customers and sales representatives.

. Coordinates the stores Cashier, Door Greeters, Maintenance and Stockmen,

assignments throughout 45 registers and 1 self-checkout with 6 stations

each. Ensures the proper breaks and meals times are covered by assigning

various floater cashiers and store associates.

. Responsible for strategic and tactical planning, management and execution

of a comprehensive customer service and account management program to

include the Money Gram Money Center.

. Directs and integrates the customer service, sales support, order entry,

food broker support and executive administration functions for all Wal-

Mart's markets needs within the super center store.

. Builds and manages a team of highly skilled professionals to interact

with external customers and all parties listed above and to work closely

with management to ensure on-time, thorough and accurate results.

. Manage and tracks customer orders from order entry to delivery

verification. Handles customer-related issues in a professional and

highly efficient manner. Supports regional sales manager and national

broker network by proactively supporting the sales team and special

projects. Plans in-house tours for salespeople; when appropriate,

conducts interviews, and makes hiring recommendations.

. Responsible for order entry in a professional, efficient and courteous

manner, organizes the Company's participation in major community events,

seminars and product demos such as Children Miracle Network.

. Organizes customer presentations, product demonstrations and track

sampling programs. Coordinates marketing material with the sales and

marketing departments.

. Generates operating budgets for department, including personnel and

equipment in addition to developing and maintains a detailed departmental

filing system.

Independent Consultant (Part-time work) - Tucson, AZ December 2004-

Present

. Implements "way to go" plans for new and behind schedule program/projects

and provides assistance for existing subcontractors, suppliers, and/or

vendors in their delivery commitments.

. Engages in pre-sales planning and an implementation of new programs and

projects for the client with outside sources.

. Conducts on-site visits on behalf of the client throughout the

implementation to assess project status, supports system building, and

provides education and development.

. Provides assessments for the clients on work process and makes

recommendations for improvement.

. Prepares and manage project plans and monitors timelines throughout the

implementation and production.

Program Manager, Klune Industries, Spanish Fork, UT November 2007 -

October 2008

(Klune forced to reduce workforce by 40%)

. Product line lead and focal point for all Lockheed Martin Product lines

in Aerospace and Missile Fire Control.

. Oversaw seven major programs: Guided Multiple Launch Rocket System XM30

Rocket (GMLRS), High Mobility Artillery Rocket System (HIMARS), C-130, F-

16, F-22, Joint Strike Fighters (JSF) F-35 and JASSM (Joint Air-to-

Surface Standoff Missile) composites and metals that exceeds over

$1,500,000 in sales each month.

. Provided leadership and effective management in all disciplines and

supervised 30 support personnel

. Ensured the quality of each product we manufacture. Recommend

improvements and assist in changes to best practices in 6Sigma, 5S, LEAN

and lifecycle management.

. Maintained 100% accountability on our assets. Reported to corporate our

P&L status.

Facilities Security Manager, Raytheon Missile System, Tucson, AZ

February 2006 - March 2007

. Product line lead and focal point for ensuring the wellness of the

Security Programs within their assigned Product Lines and primary

interface to the customer for classified program security management and

program security requirements.

. Oversaw five major programs: Javelin, Non-Line of Sight Launch System

(NLOS-LS), TOW, Excalibur, Stinger Weapon System and over 1100 employees.

. Product Line subject matter expert (SME) or all classified processes,

procedures, life cycle management and proprietary information protection.

Conducted force protection, counter-intelligence, foreign travel and

general security awareness briefings as needed.

Senior System Analyst V, Northrop Grumman Fort Huachuca, AZ June 2005 -

February 2006

. Analyzed and evaluated all aspects of systems, network software, and

Information Assurance (IA) support across locations and customer sites as

required globally.

. Analyzed and addressed issues of interoperability within the local and

remote network to support growth and the development of new systems that

support Department of Defense and Defense Information Systems Agency

global efforts.

. Applied advanced technical principles, theories, and concepts. Contribute

to the development of new principles and concepts in support of the Joint

Interoperability and Department of Defense global requirements.

. Served as the organization spokesperson on advanced projects and/or

programs. Acted as an advisor to management and customers on advanced

technical research studies and applications. Mentored junior co-workers.

MILITARY EXPERIENCE

Master Sergeant, 74Z5L, United States Army, May 1983 - November 2004

Information System Branch Chief, 8th U. S. Army Yongsan, Korea August

2003 - November 2004

. Managed theater Information Mission Area (IMA) resources allocated for

the development of theater and command unique automated information

systems required to support Eighth U.S. Army (EUSA).

. Supervised on-site technical support to EUSA for the operation and

maintenance of command C4I systems. Provided direct support to EUSA

headquarters and staff elements on all IMA functions pertaining to

Telecommunications Center Operations, Automation, Life cycle,

Publications, Plans and Policies, Records Management, Official Mail and

Distribution, Printing Management, and Visual and Voice Information

services.

IT Assurance/Security Manager, NETCOM, Fort Huachuca, AZ October

2000 - August 2003

. Oversaw the stand-up of the Army Network Operations and Security Center

(ANOSC) a 24/7 Telecommunications Center Operations and Security

Compliance (personnel, physical, information and industrial).

. NETCOM subject matter expert (SME) for accreditation and certification

under the Department of Defense (DoD) Information Technology Security

Certification and Accreditation Process (DITSCAP).

. Managed Configuration Management (CM), Information Assurance (IAVA), and

Certification Accreditation (C&A) for the Designated Approval Authority

(DAA) for Top Secret and below.

. Program Manager for the first Army Secret and Below Interoperability

(SABI) High Assurance Guard (HAG).

Division COMSEC Manager Second Infantry Division (2ID), Korea August

1999 - September 2000

. Division Communication Security (COMSEC) Management Office (DCMO) COMSEC

Custodian for the entire 2ID crypto requirements throughout the DMZ.

. Fielded the Secure Telephone Equipment (STE) and oversaw the installation

to over 15 Telecommunications Centers.

. Established training for COMSEC Users, Hand Receipt Holders and Signal

Officers (SIGO) in 2ID.

. Passed the first COMSEC U.S Army audit in eight years.

Special Security Officer, Joint Interop Test Cmd, Ft Huachuca, AZ

August 1995 - August 1999

. Planned, oversaw the remodeling of a state-of-arts new Sensitive

Compartmented Information Facility (SCIF) and its Telecommunications

Center Operations on time and under budget.

. Program lead for special access programs (SAP) and inter-agency special

access programs.

. Government point of contact for the various Contractors and their

Facility Security Officers (FSO).

. FSO trained and very familiar with the National Industrial Security

Program Operating Manual (NISPOM).

Special Liaison Officer, United States Arms Control and Disarmament Agency

(ACDA), U.S. Mission

Geneva, Switzerland April 1989- July 1995

. Supported critical telecommunications center operations, intelligence and

logistical support to negotiators from various agencies charged with

completion of the Nuclear Testing Talks (May 1990), START-I (July 1991),

Chemical Weapons Convention (CWC) (January 1992) and START-II Treaty

(January 1993).

. Provided assistance to the Conference on Disarmament (CD), the US-DPRK

Talks, Clinton-Assad Summit (January 1994) and various envoys and

advisory bodies from the Department of State's Bureau of Refugee Affairs

and Humanitarian Assistance.

. Assisted Special Envoys such as Ambassador Victor Jacovich in Sarajevo

and General John Galvin Special envoy to Bosnia.

. Acting Commander for SLD July 1993 to June 1995 (Major/O4 slot) assisted

in establishing the first Joint Task Force in support of the military

units assigned to the former Yugoslavia.

. Worked with the United Nations High Commissioner on Refugees (UNHCR) in

providing support to the Sarajevo airlift, Somalia and Rwanda disaster

relief efforts along with support to the US Surgeon General.

ADDITIONAL QUALIFICATIONS

Army Leader

Arizona Substitute Teacher's Certificate ID 4082233

Arizona Fingerprint Clearance Card 2A01765948

Information Assurance Manager (IAM) Course

System Administrator Network Manager (SANM) Security Course IA Level

II

Information Assurance Security Officer (IASO) Course IA Level I

Sensitive Compartmental Information Control Officer (SSO) Course

Facility Security Officer (FSO)

Program Management Course Certificate (DoD Security Institute)

COMSEC Custodian Course

Six Sigma Certificate

LEAN 101

Ethical Awareness and Decision Marking Course

Export Controls Military Products (ITAR) Course

Various Military awards and Home Depot recognition for Customer

Service Excellence.

DD214, transcripts and references are available upon request.

Contact this candidate