Customer Service Management

CRYSTAL WALTHOUR

**** ****** ****** • Ladson, South Carolina 29456 • 757-***-**** • ***********@*****.***

SUMMARY OF QUALIFICATIONS

Astute, versatile, detail-oriented professional with a proven track record in managing multiple, concurrent

projects with strong problem solving and follow-through capabilities. Demonstrated ability to work under

pressure and meet tight deadlines. Exceptional in managing projects and implementing administrative policies

that streamline procedures and deliver bottom line results. Core competencies include:

• Strategic Business Planning & Optimization • Business Operations Management

• Human Resource Management • Sales & Marketing Strategies

• Supply Administration & Management • Fiscal Planning & Budgeting

• Merchandising & Visual Communication • Purchasing & Procurement

• Staff Mentoring, Training & Coaching • Inventory Management & Analysis

Offer a rare combination of superior interpersonal and human relations skills coupled with the unique ability to

coordinate group efforts toward attainment of common goals

Security Clearance: Currently hold U.S. Government Secret Security Clearance

Computer Skills: Microsoft Word, Excel, PowerPoint, and Outlook

PROFESSIONAL EXPERIENCE

UNITED STATES NAVY • E-7 (Senior First-Line Manager/Supervisor) September 1994 to Present

Served in multiple positions of increased responsibility and complexity at various worldwide locations,

demonstrating exceptional leadership, knowledge, skills, and proven abilities in the following areas:

Retail Management

Responsible for staffing, sales, merchandising, communication, loss prevention, operations and profitability,

customer service, and personnel management/development

Oversee operational and personnel performance, monitor business results in support of operating excellence,

coach and professionally develop other store managers and associates

Analyze and manage financial results of the stores to ensure maximum profits are balanced with customer and

associate satisfaction

Daily ensure that stores are open and staffed appropriately, clean, and inventory levels are appropriate

Orchestrate the cost-efficient management and profitable performance of retail and service activities comprised

a commissary store, retail shopping center, barbershop, tailor shop, laundry, and dry cleaning plants

Manage store conditions to ensure compliance with corporate strategies; direct the implementation of programs

that will improve the effectiveness of the store team to deliver expected results

Continually analyze operations, procedures, and policies to achieve highest efficiency and best practices

Implement merchandising strategies with regard to image and focus on product sell-through

Create team environment that fosters partnership, innovation, and continuous process improvement

Sales & Marketing

Develop plans to achieve sales and productivity goals, evaluate market information and create strategies to

impact store results

Formulate plans to address key business issues, and utilize plans to impact business and achieve desired results

Drive sales and profitability by achieving or exceeding all established store and individual goals

Human Resources

Work effectively with the HR staff in implementing and carrying out policies, programs and procedures

regarding staffing, recruitment and retention, employee training and development, employee relations, labor

relations, pay and benefits administration, retention, retirement, health and safety, EEO, and other HR issues

Ensure proper counseling of individuals on HR/personnel programs, procedures, and benefits

Serve as facilitator for all departments concerning all types of HR/personnel and quality training initiatives.

Business Management & Analysis

Plan, program, document, execute, coordinate, and analyze fiscal, manpower, doctrine, instruction and

equipment requirements in support of operational initiatives

Provide sound advice and recommendations as to appropriate strategies, priorities, resource requirements, and

equipment/personnel allocations necessary to accomplish objectives

Execute internal management support services in the areas of program cost monitoring, annual fiscal planning,

and development of annual work-plans, for the procedural and relationship aspects of various work centers

Equal Employment Opportunity (EEO) Manager

Assist the Senior Director by creating and maintaining a positive EEO climate organization-wide

Ensure the Navy's EEO policy becomes an integral part of day-to-day personnel management

Monitor the organization’s EEO climate over time – ensure that merit, ability, and performance are potential

factors that affect individual promotion, training, duty, and work assignments

Supervise identification/resolution of EO/sexual harassment and other discrimination problems/concerns

Supply Management

Supervise, train, and direct personnel in all aspects of item and monetary accounting, inventory stock control,

shipping and receiving, classification, standard and environmental storage, security, transfer and issuance of

supplies and equipment, warehouse operations, and customer service

Plan, implement, and control the efficient, effective flow and storage of goods, services, and related

information from point of origin to point of consumption according to customer requirements

Exercise sound decision-making capabilities in regards to distribution facilities, storage space, material

handling equipment, and related operating requirements

Consolidate materials in order to provide maximum space utilization and protection of materials

Purchasing/Procurement

Provide quality supply support and acquired a wide range of standard and specialized equipment and supplies

through open market purchases using government credit card procedures

Analyze and evaluate procedures, supply efficiency, and equipment management activities

Recruiting Manager

Directed all facets of the Naval Recruiting Station Summerville and Charleston in leading recruiting team in

exceeding recruitment goals by canvassing a 1,500 square mile territory with 24 academic institutions

Successful in canvassing, interviewing, testing, placement, and processing of qualified applicants; responsible

for mentally, morally, and physically preparing Navy candidates for recruit training

Utilized effective public speaking and public relation skills in promoting awareness of Navy opportunities

through liaison with high schools and junior colleges

Planned and directed media sales promotional projects via direct mail, press, radio, and television presentations

Consistently maintained a perfect recruitment record; attained recruiting goals all years served, and received

commendation from superiors for extraordinary professional ability and uncommon perceptiveness in

advancing the morale and welfare needs of assigned personnel while exceeding all recruiting objectives

EDUCATION & RELATED TRAINING

B.S., Business Administration Post University, Waterbury, CT 10-2016

A.A., Business Administration Coastline Community College, Fountain Valley, CA 05-2011

• Senior Leadership/Management Academy • Recruiting Manager

• Retail Operations Management • Personnel Recruiter/Canvasser

• Operational Risk Management for Leaders • Equal Opportunity Program Manager

• Armed Security Sentry • Safety Program Administration

• Ship’s Serviceman & Licensed Barber • Sales & Marketing Strategies

AWARDS: Recipient of numerous awards for outstanding military, humanitarian, and community service

Contact this candidate