Customer Service Manager

Qualification

Country of Citizenship - United States

Proven Logistician

Experienced Leader and Manager

Strong Planning, Operations, Management, Analysis and Quality Assurance experience

USAF Veteran

Current Secret Clearance through Dept of Defense. Previous Top Secret Clearance, USAF

Work History

Dept of Defense DLA Defense Supply Center Columbus - Columbus, OH US 11/2004-11/2013

Cherokee Information Services – Columbus, OH US 02/2002 - 11/2004

USAF 10/1975 - 01/2002

Command and Control Center Logistic Planning Specialist

Served as Emergency Logistics Planner for logistics with responsibility for interpreting DLA, Dept of Defense and Military Services current operational, war, emergency and civil defense plans and translating into DSCC responsibilities, tasks, plans, programs and guidance for the support of the Military Services and Dept of Defense support to Civil Defense.

Focal point for operational, war emergency and disaster planning within and among DSCC and tenant organizations and between DSCC and DLA and the Military Services: developing, coordinating, issuing and maintaining DSCC mobilization, war and emergency support, disaster, civil defense and civil assistance logistics.

Analyzed factors in logistics planning for emergencies of personnel staffing, computer capability, supply and equipment requirements, and production schedules.

Operation Officer – DLA Support Team-Afghanistan (Apr 08-Oct 08)

Served as the Operations Officer for a team of 33 Defense Logistics Agency Support members in support of Operation Endeavor Freedom.

Supervised all DLA warehousing order fulfillment team personnel in supporting all of U.S. and Coalition Force operations in Afghanistan with Class I, II, III, IV and IX managed and non-managed warehoused material.

Worked with in theater Senior Level and Warfighter management by providing instruction and guidance on multiple DLA logistics and advising on supply solutions to fit the ever evolving mission.

Provided DLA over-site contract and sustainment warehoused managed material in the initial Army fielding of 600 Mine Resistant Ambush Protected (MRAP)

Performed team personnel administration support in managing housing, transportation, personnel records, time keeping, individual performance evaluations and overall moral support.

Warfighter Support Representative – DLA Support Team-Kuwait (Apr 05-Oct 05)

Deployed as the Multi-Class Expeditor, DLA Contingency Support Team-Kuwait in support of Operation Iraqi Freedom to resolve logistical issues and assist in obtaining urgently needed supplies.

Contributed to the effective and successful management of the DODs critical supply chains for Class II (Clothing and Textiles), Class III (P) (Packaged Petroleum Products) and Class IV (Construction & Barrier) material for more than 230,000 U.S. and Coalition Forces.

Contributed to the establishing of a forward operating base in Iraq, expediting material to support this necessary base and counter-insurgency operation.

Lead Customer Account Specialist – Emergency Essential

Primary customer facing point of contact for the Order Fulfillment process, ensuring customer orders are received and processed in a timely manner.

Proactively identifies issues with receipt of customer orders and acts to affect timely resolution.

Recommends resolve to achieve established Order Line/Quantity Fill Rate, and Stock Availability.

Analyze and assist in resolving issues related to assigned requisition transaction failures.

Summarizes performance data in the form of Backorder Reports and metrics to identify trends related to customer service and operational effectiveness to improve customer service and satisfaction.

General Supply Specialist – Emergency Essential

Responsible for providing Emergency Support Operation Center support for combat readiness of the Armed Forces through short-term emergency support for critical requirements impacting readiness and work stoppages.

Coordinated with other Center personnel to initiate required supply actions and investigate complex customer inquiries or complaints.

Tracked the flow of material from original and subsequent acquisitions through shipment and storage to final distribution and shipment.

Cherokee Information Services- Columbus, OH US 2/2002-11/2004

Logics Contract Administrator

Provided contract oversight of policy and procedures at the management support level.

Responsible for providing post-award contract administration to Defense Logistics Agency, consisting of order expediting, delinquencies, contract modification, protests, work stoppage, depot storage requirements, critical safety items.

United States Air Force 5/1983-1/2002

Superintendent Operations Planning

6th Special Operations Squadron, Hurlburt Field Fl.

Supervised 23 personnel providing operational guidance and personal development; ensured project-planning timelines were met.

Managed an annual $2 million UTC equipment and inventory budget, provided support to Foreign Internal Defense and Development Planning.

Participated in pre-operations planning conferences, assessments and on-site surveys, compiled and summarized logistic coordination, cost projection estimates and contract negotiation data for Joint Chief of Staff/Special Operations projects.

Hazardous Material and Environmental Program Manager

6th Special Operations Squadron, Hurlburt Field Fl.

As program manager, authored contingency and continuity guidelines for employees immediately involved with controlling hazardous materials.

Conducted hazard trends analysis within the workplace.

Aircrew Instructional Coordinator Aircrew Training Systems

542 Operations Group, Kirtland AFB, NM.

Introduced theories of learning and retention, communication, management of training resources, instructional systems development, lesson planning, evaluation and critique and preparation for instruction.

Aircrew Instructional Loadmaster

Supervised air and ground instruction training to 20 subordinates.

Flew numerous combat missions in Desert Shield/Storm and Panama.

Unit Supply NCO managing an annual $2M Mobility UTC/WSRK equipment inventory, storage and budget program supporting the worldwide response capability.

Education/Training/Awards

CCAF AS Opertions Mgt.

CCAF AS Aircrew Operations

DAWIA Life Cycle Logistics – (Level I Certification)

Green Belt Lean Six

SAP 8 Defense Logistics Agency

Quality Assurance/Configuration Management. USAF Institute of Technology.

Security Assistance Management. Defense Security Assistance Command.

DoD DLA Superior Civilian Service Award

DoD DLA Meritorious Civilian Service Award

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