Customer Service Training organizational skills relate/communicate

Beverly D. Hodge

**** ****** *****, ****** ****, Florida 32065-6360

904-***-**** *********@*****.***

OBJECTIVE

To obtain a position that focuses on administrative management, quality

assurance, training, and excellent customer service

EMPLOYMENT HISTORY

Authorized Agent Global Face

09/2015 - Present

. Provide information and assist qualified individuals/families with

receiving government issued SafeLink cell phones

. Plan, implement marketing strategies, recruit, and train others to inform

about qualification requirements

. Manage daily schedule to best evaluate areas in most need for delivering

service and coordinate availability

. Canvas neighborhoods to provide service to customers who are unable to

obtain their eligible services quickly

Volunteer/Database Entry The Clothes Closet

06/2007 - Present

. Compare data with source documents to ensure input in the correct

verification format

. Compile, sort, and verify the accuracy of data before entering in the

specified data fields

. Store complete hard copy documents in their appropriate locations and

maintain log of activities

. Keep a record of inconsistencies, errors, indecipherable messages, and

corrupted files; performed disk backup

. Assist referred clients by finding out their needs and informing them

about the allowed quantity per items

. Input food orders base on the number of people in the household, age of

the child or children, and diet

. Sort donated items by type, size, quantity, and then placing each in the

appropriate storage locations

. Restock all shelve and hanging racks with clothing, shoes, books, toys,

electronics, furniture, appliance, etc.

Assistant Academic Advisor Saint Leo University (SLU)

06/2006 - 8/17/12

. Recruited, marketed, reviewed applications, registered and provided

students with timely in-depth educational information

. Managed day-to-day operations of the office by maintaining student

records, ordering equipment and supplies, etc.

. Resolved student issues at the lowest level possible relating to

registration, financial aid, course credit, & needed documents

. Planned/initiated campus & external marketing events; scheduled

briefs/presentations; advised student, and followed-up

. Established and maintained excellent relationship with internal/external

partners; students, staff, faculty, & organizations

. Primary liaison between various department staff, faculty, student

services/organizations on campus, and other contacts

. Use SLU Database to research, review, analyze, and retrieve student

information; assisted students with employment

Network Systems Administrator; (AMS) Instructor/Trainer US Navy -

Active/Reserve 1980 - 12/2005

Intelligence Specialist; Illustrator Draftsman

. Conducted group/individual computer training and briefs; organized/edited

post evaluation projects

. Created/closed user accounts; reset passwords, performed weekly systems

back-up and systems restoration

. Quality Control Specialist - Evaluated soft and hard copy reports and

reduced product duplication

. Delivered training sessions for flight crew by presenting up-to-date

operational changes and mission information

. Instructed and assessed aircrew personnel; produced flight schedules for

training of all flight crew members

. Installed WinNT 4.0 Servers/workstations; secured incoming/outgoing

communications, data, and equipment

. Served as Liaison between departments to manage requests for information

and implement changes

. Researched, evaluated, interpreted and analyzed informational data for

use in reports and briefs

. Examined request for training order forms, input data, requested funding,

tracked and distributed orders

Site Director Dye-Clay YMCA

2005 - 11/2005

. Supervised staff and provided guidance in delivering services before,

during, and after school care

. Created and maintained spreadsheets to consistently track student

attendance (sign-in/out sheets), and accounts payable

. Maintained ledgers weekly, balanced accounts, and updated customer's

personal information as needed

. Exercised administrative management principles in receiving current

payments, issuing late-fee notices and collections

. Provided personal and telephonic response to inquiries and comments;

initiated conferences and resolved issues

Customer Support Analyst - Distributed Systems BTG/Baptist

Medical Center 2004 - 01/2005

. Performed software installation and server connection and deployment

Windows/Novel workstation

. Setup new user accounts; GroupWise E-mail accounts; and Internet access

connections

. Provided location verification information on computers and printers and

TCP/IP and cable connections

. Prepared property ID labels that were deployed to computers, monitors,

and printers before or during roll out

. Created spreadsheets to track operational department accounts payable

budget within Information Systems arena

Corporate Liaison/ Employment Security Rep. I Lockheed Martin, IMS,

FL, USDOL 1997 - 1999

. Liaison between community-based social service agencies, private sector,

and non-profit organizations

. Recruited and rendered job matching via the Job Information System and

direct employer communication

. Developed/implemented marketing plans and strategies that enhanced

employer/job seeker relations

. Coordinated activities with vendors, colleagues and others necessary to

ensure the success of special events

. Initiated and serviced on-the-job training contracts between agencies and

employers to enhance employability

. Reviewed and updated contract rules and regulations to improve future

customer services

. Served as office representative at the Chamber of Commerce meetings

(Duval and Clay County)

Supervisor/Vocational Educational Specialist Florida Community

College at Jacksonville, FL 1996 - 1997

Case Manager/Academic Advisor I & II

. Supervised six program assistants in the delivery of program services;

developed training schedules

. Coordination of FCCJ Adult/Vocational Assessment Department with Duval

County Public Schools

. Conducted small and large group feedback sessions and administered weekly

student surveys

. Produced marketing materials; implemented planning and marketing

strategies used to service customers

. Assisted/instructed students in using a computer for data entry/output as

well as other peripherals and resources

. Administered individual skills, work experience, vocational aptitude, and

monitored classroom performance

. Advocated and advised students pursuing traditional and non-traditional

vocational educational programs

. Planned and implement career development training for students and

coordinated employment placement

. Assisted in writing and evaluating annual program report in preparation

for the following year

Training & Employment Coordinator Northeast Florida Private Industry

Council, Inc.; FCCJ, FL 1991 - 1996

. Recruited, oriented, determined eligibility, assessed customers for the

Job Training Assistant programs

. Assessed customer goals, forecasted cost, and then allocated funds

necessary for program completion

. Established budget and service accounts, performed case management tasks,

and administered other services

. Served as liaison between community-based social service agencies, the

private sector, and non-profit organizations

. Initiated, serviced, and closed contracts between various agencies to

provide work experience to our customers

. Provided transition assistance to customers at NAS/Cecil Field on

careers, resume-writing, networking, and interviewing

. Initiated department head contacts and scheduled group workshops for

customers at their work site

. Reviewed current contract information and suggested service strategies to

better serve customers

EDUCATION / TRAINING

Bachelor of Science Degree Health Care Management

1988

. Administration for Unix and WinNT4.0

. Total Quality Leadership (TQL)

. Effectiveness Training for Office Staff

. Automated Data Processing - Installation/Configuration

. Systems Administrator - Help Desk/Troubleshooting

. WordPerfect / Aldus DeskTop Publishing

. MS FrontPage

. Fundamentals of Systems/Database Management

. Employability Skills Training

. Personnel Leadership Training

. Assessment Administrator/Proctor

. Production Analyst/Intelligence Specialist

. Total Quality Management / SHL

. Aviation Structural Mechanic (S) (Aircrew)

COMMUNITY / VOLUNTEER SERVICES

. Clothes Closet - Serving, sorting, data entry, etc.

. Clay County Habitat for Humanity (CCHH)

. TEEN WORKS - NEFLPIC youth program

. Thrasher-Horne Center For The Arts & Orange Park Community Theater

. Orange Park Medical Center Auxiliary Volunteer Host

. Mother - Cooperative Association of States

For Scholarship (CASS) - FCCJ Sponsored

. Feed the Homeless (FCCJ, Church, Mercy Network,)

. March of Dimes - 2004/2005/2006 Fund Drive

TECHNICAL SKILLS

Windows OS (95/98/2000/ME/XP, Vista, 7), Microsoft Office, WordPerfect, MS

FrontPage, Internet Use and Security, Database Management Systems,

Networking, Computer Administration /Network Troubleshooting and Problem

Resolution

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