Customer Service Maintenance

SHELLEY LYNN DEBELTZ

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

APT. C3

PANAMA CITY, FL 32405

CELL: 301-***-****

E-MAIL: *********@*****.***

CAREER OBJECTIVE

TO OBTAIN A CHALLENGING POSITION WHERE I CAN FULLY USE AND ENHANCE MY ABILITIES, EXPAND MY KNOWLEDGE, AND

SEEK CAREER ADVANCEMENT.

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE 1

AS THE TIER 1 CUSTOMER SERVICE REPRESENTATIVE (CSR) MY RESPONSIBILITY IS TO DELIVER GENERAL HEALTH

CARE INFORMATION TO CALLERS. TOPIC KNOWLEDGE IS LIMITED TO GENERAL KNOWLEDGE USING SCRIPTED RESPONSES

AND AUTOMATED TOOLS TO DISSEMINATE GENERAL HEALTH CARE INFORMATION. O TIER 1 CSR REPORTS DIRECTLY TO

THE CUSTOMER SERVICE MANAGER . I READ SCRIPTED RESPONSES TO QUESTIONS DEALING WITH BASIC HEALTH CARE

INFORMATION OF AN EDUCATIONAL NATURE AS A TIER 1 CSR. I PROVIDE KNOWLEDGEABLE RESPONSES TO INQUIRIES

(PHONE, WEB CHAT, E-MAIL, TTY, FAX, CORRESPONDENCE) IN A COURTEOUS AND PROFESSIONAL MANNER. MAINTAIN

UP-TO-DATE KNOWLEDGE OF REGULATIONS, PROCESSING PROCEDURES, AND POLICIES. USE DATABASES AND WRITTEN

MATERIALS TO LOOK UP AND PROVIDE INFORMAT-ION TO INQUIRIES. MAINTAIN APPROPRIATE DOCUMENTATION OF ALL

INQUIRIES. RESPOND TO INQUIRIES WITHIN DEPARTMENTAL STAFFING AND TIME PARAMETERS. ADHERE TO PRIVACY ACT

AND HEALTH INSURANCE PORTABILITY & ACCOUNTABILITY ACT (HIPAA) REQUIREMENTS AS IT RELATES TO

CONFIDENTIALITY OF INFORMATION RELEASED. CONTINUALLY LOOK FOR AND SUGGEST PROCESS IMPROVEMENTS. ASSIST

WITH DELIVERY OF INTERNAL EMPLOYEE TRAINING FOR NEW AND TEMPORARY EMPLOYEES AS REQUESTED. REPORT

PROBLEMS THAT OCCUR AND ASSIST WITH THE RESOLUTION. ATTEND REQUIRED CORPORATE, PROGRAM, AND OTHER

UPDATE TRAININGS. DEMONSTRATE INCREMENTAL AND CONTINUED PERFORMANCE IMPROVEMENT.

OFFICE ADMINISTRATIVE MANAGEMENT ASSISTANT

SKILLED IN THE USE IBM AND MAC OPERATING SYSTEMS. RECEIVE AND GREET VISITORS. RECEIVE, REVIEW,

MAINTAIN AND CONTROL INCOMING/OUTGOING CORRESPONDENCE. REVIEW OUTGOING CORRESPONDENCE FOR

PROCEDURAL AND GRAMMATICAL ACCURACY. DRAFT CORRESPONDENCE AND REPORTS AS REQUESTED BY SUPERVISOR.

ENSURE DAY-TO-DAY OFFICE SUPPLY AND OTHER ADMINISTRATIVE NEEDS ARE MET. UTILIZE SOFTWARE PROGRAMS SUCH

AS; MICROSOFT WORD, EXCEL, POWER POINT, ACCESS, TO TYPE A VARIETY OF REPORTS, LETTERS, MEMORANDUMS

AND FORMS. TRACKS, SCHEDULES, AND CONTACTS VARIOUS COMPANIES TO FOLLOW UP ON MAINTENANCE AND COST FOR

VARIOUS EQUIPMENT CONTRACTS. SCHEDULE TRAVEL ARRANGEMENTS, INCLUDING HOTELS, CAR RENTAL AND AIRFARE

FOR ALL OFFICE STAFF. SCHEDULE CONFERENCE ROOMS AND MEETINGS, FOR THE EXECUTIVE MEMBERS.

AIRCRAFT MAINTENANCE SUPPORT

MAINTAIN, ISSUE, AND ACCOUNT FOR AIRCRAFT MAINTENANCE TOOLS, SUCH AS, TOOL BOXES, POUCHES, TOOLS IN

STOCK, TOOL ROOM INVENTORY, SUPPORT EQUIPMENT, AND REPAIR PARTS FOR NAVAL AIRCRAFT MAINTENANCE

DEPARTMENT, ENSURING ALL EQUIPMENT IS INVENTORIED, OPERATIONAL, AND AVAILABLE FOR USE. MAINTAIN DAILY

INVENTORY OF ALL PEB AND HAZMAT ITEMS. PROVIDE CUSTOMER SERVICE FOR THE WORK TOOL COUNTER AS

REQUIRED; ISSUING TOOLS, PEBS (PRE EXPENDABLE BIN) (CONSUMABLES) TO MAINTENANCE PERSONNEL (THIS MAY

REQUIRE ASSISTING SEVERAL CUSTOMERS AT THE SAME TIME). RESEARCH AND ISSUE CONSUMABLE ITEMS, REQUIRED BY

THE MAINTENANCE PERSONNEL, ISSUING INVENTORY CARD, WHEN IN STOCK, AND COMPLETING THE INVENTORY PROCESS

AS REQUIRED FOR TRACKING.

I RECEIVED AND RESPONDED TO INCOMING MESSAGE TRAFFIC FROM THE FLEET, FIELD ACTIVITIES AND BASE OPERATIONS,

REVIEWED SQUADRON MONTHLY MAINTENANCE PLANS IN ANTICIPATION OF AND TO SCHEDULE PROGRAM REQUIREMENTS;

DEVELOPED AN INTERNAL TRACKING SYSTEM TO IDENTIFY ORGANIZATION AND PHASE KIT REQUIREMENTS, TO BETTER

MONITOR, TRACK AND FULFILL WORK REQUESTS IN A MORE EXPEDITIOUS AND TIMELY MANNER.

MAINTAIN CURRENT INDIVIDUAL ACTIVITY REQUIREMENTS AND MODIFICATIONS; TO RECEIVE AND REVIEW MILSTRIP

MESSAGES, SHOULD AN ITEM SUPERCEDE AN INITIAL TRANSMISSION OR CHANGES FROM THE ITEM MANAGER; TO

PERFORM ANALYSIS OF SUCH CHANGES THAT MAY IMPACT ORDER SYSTEM STANDARDS, SHIPMENT STATUS, STOCK POINTS

AND COST AND TO ENSURE THAT MODIFICATIONS TO ORDERS DO NOT CREATE EXCESS UNITS

EQUIPMENT OPERATION AND MAINTENANCE

SKILLED IN THE OPERATION AND MAINTENANCE OF 16MM MOVIE THEATRE PROJECTION EQUIPMENT, AUDIO AND OTHER

EQUIPMENT. PROVIDED TRAINING TO OTHER EMPLOYEES IN PROPER OPERATING AND MAINTENANCE TECHNIQUES.

PERFORMED ROUTINE PREVENTATIVE AND CORRECTIVE MAINTENANCE ON BOWLING CENTER AUTOMATIC PIN SPOTTING

EQUIPMENTS REQUIRED.

PERSONNEL SUPERVISION

SUPERVISED FIVE HOUSEKEEPERS AND MAINTAINED BACHELOR OFFICERS QUARTERS. RESPONSIBLE FOR ASSIGNING

WORK TO HOUSEKEEPERS AND INSPECTING ROOMS TO ENSURE HIGH STANDARDS OF CLEANLINESS. MAINTAINED

INVENTORY OF ROOM FURNISHINGS, AND VERIFIED ROOMS WERE READY FOR OCCUPANCY.

INVENTORY MANAGEMENT

MAINTAINED INVENTORY RECORDS FOR RETAIL DEPARTMENT STORE. PREPARED MONTHLY INVENTORIES RECORDS AND

PREPARES REPORTS FOR SUBMISSION TO MANAGEMENT. CONTACTED VENDORS TO ENSURE CREDIT WAS RECEIVED FROM

VENDORS FOR RETURNED DEFECTIVE MERCHANDISE. USING ACCESS TO MAINTAINS AND KEEPS TRACK OF ALL TOOL

INVENTORIES; SUCH AS, TOOLBOXES, TOOL POUCHES TOOLS IN STOCK, AND TOOL ROOM INVENTORY. MAINTAIN AND

UPDATE ALL INVENTORIES FOR THE STRIKE AIRCRAFT TEST SQUADRON (150 MILITARY PERSONNEL, 50 CONTRACT

PERSONNEL AND 53 CIVILIAN ENGINEERS AND TECHNICIANS) TOOL ROOM. MAINTAIN AND UPDATE ALL QUARTERLY SUB

CUSTODY INVENTORIES; SUCH AS, TOOLS ASSIGNED TO WORK CENTERS. RANDOMLY, PERFORM INVENTORY TO ENDURE

ALL TOOLS WERE ACCOUNTED FOR.

CASH FLOW MANAGEMENT

MAINTAINED CASH RECEIPTS FOR RETAIL ORGANIZATIONS, INCLUDING A MAJOR DEPARTMENT STORE, THE NAVY

EXCHANGE, AND U. S. NAVY MORALE, WELFARE, AND RECREATION ACTIVITIES IN THE AMOUNT OF $500.00 AND NOT

TO EXCEED $1,000.00.

CUSTOMER SERVICE

PROVIDED RETAIL CUSTOMER SERVICE FOR THREE RETAIL MERCHANDISERS, A RETAIL SERVICE COMPANY, AND U.S.

NAVY MORALE, WELFARE, AND RECREATION ACTIVITIES AND STRIKE AIRCRAFT TEST SQUADRON. PROVIDE CUSTOMER

SERVICE FOR 150 MILITARY PERSONNEL, L50 CONTRACT PERSONNEL AND 53 CIVILIAN ENGINEERS AND TECHNICIANS.

PROVIDE CUSTOMER SERVICE AND CASHIER FOR HOME IMPROVEMENT COMPANY. ACCEPT RETURNS AND ASSIST

CUSTOMERS WITH THEIR RETURNS. UTILIZING A COMPUTERIZED CASH REGISTER, ALL RETURNS ARE LOGGED IN BY ITEM

NUMBER AND THE RETURN STATUS IS ENTERED. ASSIST THE CUSTOMER WITH LOCATING OTHER MERCHANDISE AND VERIFY

IF ITEMS ARE AVAILABLE USING THE COMPUTERIZED INVENTORY SYSTEM.

SPECIAL EVENTS COORDINATOR

SCHEDULED, COORDINATED, AND MANAGED SPECIAL AND COMMAND FUNCTIONS AT THE PATUXENT RIVER NAVAL AIR

STATION THEATER FOR MORALE RECREATION AND WELFARE. ENSURED THEATER EQUIPMENT AND CONCESSIONS WERE

PROPERLY PREPARED, SERVICE PERSONNEL WERE SCHEDULED, AND BILLS WERE SUBMITTED TO THE CUSTOMERS.

RESPONSIBLE FOR SCHEDULING AND COORDINATING EVENTS REQUIRED MEETING AND WORKING WITH THE CUSTOMER

(PRIMARILY MILITARY COMMANDS AND SQUADRONS) TO OBTAIN AN UNDERSTANDING OF THEIR REQUIREMENTS; SUCH AS

DATES, TIMES, FILMS, MOVIES, AUDIO EQUIPMENT AND MANY OTHER REQUESTS WERE AVAILABLE AND WORKING.

SKILLS

PROFICIENT IN THE USE OF IBM/MAC WORD PROCESSING

WINDOWS 95, 98 AND XP

MICROSOFT OFFICE

NAVAL AVIATION LOGISTICS

COMMAND MANAGEMENT INFORMATION SYSTEM (NALCOMIS)

REQUISITION AUTOMATED PROCUREMENT PROCESSING SYSTEMS (NAWCAD RAPPS)

OFFICE EQUIPMENT OPERATION (STANDARD CASH REGISTERS, COPY MACHINES, SCANNERS, MICROFICHE READERS,

MANUAL TYPEWRITERS, ETC.)

CAREER HISTORY

GENERAL DYNAMICS

1004 AUTHOR AVE, LYNN HAVEN, FLORIDA

OCTOBER 2014 - MARCH 2015

GENERAL DYNAMICS

1004 AUTHOR AVE, LYNN HAVEN, FLORIDA

OCTOBER 2013- AUGUST 2014

LOWS HOME IMPROVEMENTS

MAY 2003 - JUNE 2004

GINA MOORE

PHONE NUMBER: 301-***-****

I-NET INTERNET SOLUTIONS GROUP, INC.

NOVEMBER 1999 TO JULY 2002 (PART TIME)

STEVE SHAFFER

PHONE NUMBER: 239-***-****

DYNCORP AEROSPACE OPERATIONS

FEBRUARY 1997 - SEPTEMBER 2002

WADE JOHNSON

PHONE NUMBER: 301-***-****

PATUXENT RIVER MORALE, WELFARE, AND RECREATION DEPARTMENT

OCTOBER 1990 - JANUARY 1997

KELLY SANDERSON (RELOCATED)

NAVY EXCHANGE

FEBRUARY 1990 - JUNE 1990

ROSES DEPARTMENT STORE

FEBRUARY 1989 - JULY 1989

NAVAL AIR STATION PATUXENT RIVER SUPPLY DEPARTMENT (AFTER SCHOOL PROGRAM)

SEPTEMBER 1987 - MAY 1988

EDUCATION

GREAT MILLS HIGH SCHOOL

GREAT MILLS, MARYLAND

GRADUATION: JUNE 1989

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