Customer Service Management

MIKE HATFIELD

PSC * Box *****, APO, A E ***** H: (49-015*-****-**** **********@*******.***

Executive Profile

Determined and proactive professional with more than 17 years in office management, support staff management,

training and supervision and event planning. Utilizes sense of urgency to anticipate the needs of senior-level executives.

Thrives in a fast paced, dynamic environment.

Skill Highlights

Microsoft Office proficiency Excel spreadsheets

Proper phone etiquette Meticulous attention to detail

Articulate and well-spoken Professional and mature

Time management Strong problem solver

Flexible Invoice processing

Understands grammar Works well under pressure

Appointment setting Social media knowledge

Meeting planning Database management

Administrative support specialist Customer service-oriented

Self-starter Labor relations

Business correspondence Mail management

Scheduling

Core Accomplishments

Supported CFO through personal document management, calendar organization and collateral preparation for

meetings.

Decreased costs by 34% by negotiating pricing with vendors regarding wholesale billing and marketing procedures.

Formally recognized for playing an instrumental role in the implementation of cost savings measures.

Professional Experience

Civil Engineer Mechanical Element Systems Chief 03/2011 to 01/2015

UNITED STATES AIR FORCE Ramstein Air Base, Germany

Designed PowerPoint presentations for monthly divisional meetings with top-level executives.

Scheduled Board of Directors meetings and assisted with meeting materials and agendas.

Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.

Collaborated with other administrative team members, human resources and the finance department on special

projects and events.

Provided logistical support to visiting executives in coordination with other Executive Assistants.

Developed and provided ongoing tracking to division-wide customer complaints for annual government audits.

Handled and distributed all incoming and outgoing mail.

Wrote and distributed meeting minutes to appropriate individuals.

Coordinated customer facing webinars, including developing relationships with vendors, tracking customer

attendance and post-webinar follow-up.

Managed desktop publishing and proposal and memo typing.

Open, read, and wrote answers to routine letters.

Created and maintained computer- and paper-based filing and organization systems for records, reports and

documents.

Investigated issues and problems and drafted responses to urgent requests.

Initiated and updated yearly dealer agreements and dealer applications.

Civil Engineer HVAC Foreman 11/2009 to 03/2011

UNITED STATES AIR FORCE Lajes Air Field, Portugal

Directly supervised 40

Designed PowerPoint presentations for monthly divisional meetings with top-level executives.

Scheduled Board of Directors meetings and assisted with meeting materials and agendas.

Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.

Collaborated with other administrative team members, human resources and the finance department on special

projects and events.

Developed and managed third-tier resolution process to resolve issues originating from the customer retention

team.

Provided logistical support to visiting executives in coordination with other Executive Assistants.

Developed and provided ongoing tracking to division-wide customer complaints for annual government audits.

Handled and distributed all incoming and outgoing mail.

Wrote and distributed meeting minutes to appropriate individuals.

Managed desktop publishing and proposal and memo typing.

Open, read, and wrote answers to routine letters.

Created and maintained computer- and paper-based filing and organization systems for records, reports and

documents.

Investigated issues and problems and drafted responses to urgent requests.

Civil Engineer Element Chief 12/2005 to 11/2009

UNITED STATES AIR FORCE Macdill Afb, Florida

Supervised 344 engineers in facility and infrastructure maintenance across South America.

Due to sensitive nature of scope of work, further information can not be disclosed

HVAC Lead Supervisor 08/2002 to 12/2005

United States Air Force Misawa AFB, Japan

Supervised 7 and assisted in commissioning and repair of various HVAC systems.

HVAC Technician 10/1997 to 08/2002

UNITED STATES AIR FORCE Ramstein AB, Germany

Assisted in commissioning and repair of various HVAC systems.

Education

Bachelor of Arts: Business Administration and Management

University of Maryland University College Ramstein AB, Germany

Office Administration coursework

Desktop publishing workshop

Time Management workshop

Professional Affiliations

Society of Military Engineers (SAM-E)

Skills

administrative support, Agency, budget, clerical, concise, conferences, email, filing, graphics, HVAC, letters, meetings,

Access, Excel, MS Office, office, PowerPoint, Word, Office Automation, policies, publications, publication, research, Six

Sigma, spreadsheets, supervisor, Technician, travel arrangements, 50 WPM, unique, workshops, written

Additional Information

Security Clearance: TS/SCI

Other: Driver License; Clean

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