Customer Service Human Resources

OLIVER S. HENDERSON

**** ******* ****

Converse, Texas 78109

978-***-**** CELL 210-***-**** Work

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

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

Obtain a challenging Customer Service Position that will utilize my experience and

management skills throughout the Federal Government.

Qualifications Summary

Over 12 years of experience in the Customer Service, Human Resources Field. Successfully,

leading and managing military organizations personnel ranging from 125-350 members, with

increasing complexity and responsibility. Ability to multi-task both individually or with a team,

effectively use verbal and written communication skills to handle dispute resolution, maintain

rapport with associates and management. Experienced in professional sales, marketing, labor

relations, employee relations, recruitment, retention and placement. Knowledge of laws and

regulations, a self-starter, team player, fast learner and hard worker. The ability to work

independently, with no supervision.

Professional Work Experience

TMO Counselor

Randolph AFB, TX Bldg 300

Randolph AFB, Texas 78150

Salary: 38,780 40/Hrs/Week

Supervisor: Mrs. Tina Jenkins 210-***-**** Contact: Yes

01/2012 – Present

Provide daily maintenance of storage lots and update members temporary and non-temporary

storage records. Review and process all shipment invoices to DFAS for payment. Verify and

obligate government funds. Consolidate and finalize information for various reports in

accordance with established reporting procedures. Gather and summarize information for files

and documents for supervisor’s use in responding to inquiries, recognizing which information is

or is not relevant to the issue at hand. Make detailed cost comparisons to determine the best and

most economical method of movement and screen orders for correct accounting data. Allocate

non temporary storage shipments to approved transportation service providers (TSPs) based on

length of storage period, weight of goods to be stored and location. Estimate ancillary service

cost and prepare service order (DD Form 1164) for all work related to packing including

servicing of appliances, drayage, and the handling in and handling out of partial and fully stored

lots. Provide daily maintenance of stored lots and update member’s temporary and non-

temporary storage lots. Serve as point of contact for resolving problems related to assigned

moves. assigned moves. Provide daily maintenance of storage lots and update members

temporary and non-temporary storage records. Review and process all shipment invoices to

Defense Finance Accounting Services (DFAS) for payment. Verify and obligate government

funds. Consolidate and finalizes information for various reports in accordance with established

reporting procedures. Gather and summarize information for files and documents for

supervisor’s use in responding to inquiries, recognizing which information is or is not relevant to

the issue at hand. Make detailed

Oliver S. Henderson Page 2

cost comparisons to determine the best and most economical method of movement and screen

orders for correct accounting data. Allocate non temporary storage shipments to approved

transportation service providers (TSPs) based on length of storage period, weight of goods to be

stored and location. Estimate ancillary service cost and prepare service order (DD Form 1164)

for all work related to packing including servicing of appliances, drayage, and the handling in

and handling out of partial and fully stored lots. Provide daily maintenance of stored lots, update

member’s temporary and non-temporary storage lots. Serves as point of contact for resolving

problems related to assigned moves.

Customer Service, Transportation Assistant

JPPSO-NE

100 Apollo Drive

Chelmsford, Massachusetts

Salary: 39,400 40 Hrs/Week

Supervisor: Reginals Hickmon 781-***-**** Contact: Yes

03//2010 – 01/2012

Provided information and advice to military and civilian personnel regarding their entitlements

for shipment and storage of personal property (e.g., household goods, unaccompanied baggage,

privately owned vehicles, and special items such as mobile homes and large boats), movement of

personal property can either be domestic or international; counsels all authorized military and

civilian employees of their entitlements for shipment and storage of personal property and

privately owned vehicles, including specialized items, to domestic and overseas locations

determines and advises entitlements or procedures related to temporary storage of goods; weight

allowances; prohibited items. Plan, book and route personal property, prepare and process

applications for authorized civilian and military members; prepare applications based on

information secured from applicants, application. Explained special handling or accessory

services, damaged or missing items, liability of carrier in accordance with regulations and

government liability. Knowledge of pertinent instructions, regulations, and carrier's tariffs;

determine mode and method of transportation based on weight of shipment, destination, type of

shipment, eligibility of carrier, time involved, and relative cost of freight versus door-to-door,

container, and pack and crate shipments. Review orders, determine extent of entitlements and

eligibility for shipment, drayage, temporary and non temporary storage of household goods.

Explain shipment options, excess cost under various types of orders, approximate transit time to

member, DOD employees and (TSP) Transportation Service Provider. Received 300 to 600

customer and agent calls within a one month period.

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Customer Service Assistant

Employer: Bedford Veterans Hospital

200 Springs Road

Bedford,, Massachusetts 01730

Salary: 34,400 40 hours/week

Supervisor: Valerie Briere 781-***-**** Contact: Yes

Provided customer service to 35-40 patients/residents, Doctors, Registered Nurses, LPN's and

Nursing Assistants, and visitors. Input time cards and leave for title 5 and title 38 employees.

Entered and retrieved data and information to assure proper payment of earnings and use of leave

for both full time and part time employees. Arrange appointments for 35-40 patients, arranged

travel to and from appointments, for requested primary care clinics in VISTA. Give instructions

to patients on administrative procedures in Primary care/Ambulatory Care. Schedule,

coordinate, post, and review daily appointments and resolve conflicting appointments. Monitored

and scheduled weekly/monthly/yearly appointments. Maintained and updated podiatry, therapy,

and

barbershop schedules. Provided training to new staff. Assisted with training personnel regarding

VISTA, CPRS, systems. Utilize VISTA system regarding bed assignments, special changes,

transfers, discharges and assign attending physicians to patients. Submit reports, special

assignments, and other information requested by supervisor within specified time frame.

Provided secretarial support; to clinical teams; in reference to daily meetings and training.

Track 30-60-90 day reviews and treatment plans. Recorded and distribute team meeting schedule

and minutes. Observe and comply with all established safety laws and practices within the VA.

Professional Work Experience

Human Resources Manager/Military Police: United States Army

Fort Devens, Massachusetts

Supervisor: Michael P. Ellis 508-***-**** Contact: Yes

Salary: 52,000 /Annually

10/1981 -01/ 1994 - 08/2002 – 02/2010

Provided administrative support and assistance to the commander and unit personnel of financial,

personnel, facility, equipment and supply resources for various military units. Worked to complete

priorities and suspense’s to ensure expeditious handling and completion of administrative workload and

project assignments. Reviewed draft and typed in final; awards, decorations, enlisted performance reports

(NCOER) Non Commissioned Evaluation Reports. (OER) Officer Evaluation Report, civilian

performance appraisal performance ratings. Prepared temporary duty orders and amendments, prepared

official memorandums. Assist in conduction special projects and studies regarding personnel and

manpower issues. Use of office automation software to perform basic functions such as word processing,

electronic mail and or update electronic files. Use of word processing software and printing equipment to

create, copy, edit and print a variety of standardized documents including memorandums, charts, slides,

and graphs. Received calls, schedule appointments, process personnel coming in or departing the unit in

accordance with vacancies. Perform all clerical and administrative duties, reviewing all personnel actions

for accuracy, grammar and proper format. Monitored data input into automated manual data systems,

used

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in human resources, personnel management by use of established forms and coding procedures. Received

and review all mail incoming and outgoing to determine which items should be brought to the attention of

the staff. Counseled individuals on personal and family member affairs, financial matters, and career

considerations. Supervise military personnel engaged in specialized personnel and administrative related

duties. Responsible for 1.5 million dollar budget for ordering equipment needed for mission. Verify

receipt of items ordered, delivered and distributed and follow-up on reconcile any discrepancies.

EDUCATION:

Associates Degree Business Management, Central Texas College 1985

Coursework with Hesser College, Nashua, New Hampshire (9 SH)

Coursework with Endicott College Bedford, MA (15 SH)

TRAINING:

Suicide Prevention 1&2 (2011), Customer Service (2011), Sexual Harassment (2011), Ethics

Training (2011),, Dignity and Respect (2011), Health Insurance Portability & Accountability Act

(HIPPA) (2010)

Other Qualifications: Microsoft Word, Word Perfect, Excel, PowerPoint, (DPS) Defense

Personal Property System, (TOPS), (DTS) Defense Travel Systems,Type 45 WPM

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