Customer Service Manager

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SERVICE MANAGER

A highly organized, take-charge professional, with more than 6 years of experience in the Management of Services on the Logistic Civil Augmentation Project employed with both KBR Inc. and DynCorp International.

Customer Service

Document Management

Possess Passport

Risk Assessment Training

Code Of Business Conduct Training

Level 1 Frontline Customer Service

Basic Property 101

Risk Assessment Training,

Ability to travel domestically and internationally

Ability to interact effectively at all levels and across diverse cultures

Self-motivated, individual with exceptional leadership, organizational and supervisory skills, encompassing key values of integrity, honesty, appreciation, teamwork, and growth who is results-oriented with an eye toward continuous improvement.

Motivational and collaborative team leader who can foster positive morale in even the highest pressure environments, acknowledged for unwavering professionalism and tireless work ethic.

Demonstrated ability to handle multiple details and timelines

Proficiency accessing information stored in large data systems

Effectively communicate using excellent verbal and written skills (report writing)

Excellent ability to read and analyze complex contract documents and then extract necessary information.

Strong decision-making skills – capable of determining and implementing the best possible course of action.

Effectively laundered over 8,400,000 bags of laundry in a year’s time, servicing over 20,000 military and civilian personnel.

Managed and mentored 6 supervisors while overseeing a workforce of over 200 employees.

PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

Owner/ Manager, Ah-la-mode Boutique, Augusta, Ga 11/2011 – present

Analyzed business performance against budget and goals

Developed and implement successful business plans and strategies

Developed and implemented product marketing strategies including advertising campaigns and sales promotions.

Identified new market opportunities and develop plans for effective implementation

Determined goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand.

Understood and highlighted all competitive threats to the business

Completed monthly, quarterly or annual business forecasts and reports

Monitored businesses and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits

Overseen sales, inventory, shipping and other departments of the business

Met with service vendors or product suppliers to facilitate delivery.

Proven track record in exceeding sales and profitability goal

Reviewed financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Regional Laundry Manager, DynCorp Intl., Leatherneck, Afghanistan 05/2012– 05/2014

Initially hired at the position of Laundry Supervisor and promoted to the position of Laundry Manager

Manages laundry operations within the region

Maintains inventories of supplies

Ensures compliance with PWS/SOP and applicable Army regulations

Provide leadership and direction to all personnel involved

Responsible for the overall performance of the laundry department

Provides operational management to ensure work is accomplished in a timely and cost effective manner

Ensures awareness and monitors employee compliance with all applicable company directives, policies, and procedures

Responsible for defining training requirements, developing employee skills, and promoting continuing improvement

Other duties as assigned

Provided guidance to staff regarding procedures, issues, work priorities, and projects

Developed long-term and short-term goals.

Developed and conducted comprehensive training programs for LOGCAP IV personnel

Managed over 200 personnel in a 24 hour operation utilizing 6 facilities.

Document Control Specialist, DynCorp Intl., Leatherneck, Afghanistan 05/2010- 05/2012

Inventoried receiving and returning documents to verify all documents that coincide with audit sheet.

Categorized records and stored them in alphabetical or numerical sequence or a combination of both.

Verified and recommends designs for quality of documents after being entered into DRMS.

Perform a variety of standard and non-standard clerical duties to coordinate travel arrangements, services, and administrative appointments for the client

Troubleshot and analyzed processes and procedures used for the DRMS that ensures compliance with Standard Operating Procedures (SOP).

Filed and retrieved documents within DRMS that allows efficient storage and accessibility for a large number of records.

Responsible for preparing, scanning, and quality checking of documents/images being converted to electronic/digital format.

Performed a variety of technical and organizational support duties in the area of work measurement, forecasting, capacity planning, and scheduling.

Determined appropriate scanner and scanner settings based on document type, planned processing and document characteristics.

Researched requests for items by locating and retrieving files and delivering the documented transaction.

Maintained confidentiality and security of information.

Compiled and develop historical and statistical data; develop slides, charts, graphs, and other documents for briefings and presentations.

Performed other duties as requested.

Laundry Supervisor, KBR Inc., Camp Echo, Iraq 2007 – 2009

Initially hired at the entry level position of Laundry and promoted to the position of Laundry Supervisor

Tends to reports and achieving of auditable documents and records.

Responsible for ordering supplies and replacement supplies when necessary.

Maintained inventories of supplies

Overseen the SOP and ensured it was adhered to while personnel mend, press and distribute articles

Observed standards for safety and cleanliness.

Tended to the laundering of personal clothing, uniforms, towels, blankets and other items.

Routinely performs inventory and quality control checks throughout the laundering process.

Read and interpret documents such as SOP’s, DOP’s and work instruction

Worked with the labor staff in promoting excellence in work ethics and attitudes while maintaining a high degree of customer satisfaction and quality.

Additional tasks included the receipt and issuance of client laundry, driving a van to deliver laundry to satellite facilities, and performing daily maintenance of the facility and laundry equipment.

Assisted the Laundry Foreman, Supervisor, and Manager with other tasks as assigned.

EDUCATION AND TRAINING

Columbia Southern University- (Online) Human Resource Management

Currently enrolled with an expected graduation date- Dec 2016

Other Training- Level 1 Frontline Customer Service, Basic Property 101, Risk Assessment Training, 30 hr. OSHA Construction

COMPUTER KNOWLEDGE

70 wpm, MS Word, MS Excel, MS PowerPoint, MS Access, MS Visio, Outlook and Adobe Acrobat 7.0 and A

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