Customer Service Management

OBJECTIVE

To obtain a challenging position where I can utilize my comprehensive experience to contribute and advance as a value added staff member.

SUMMARY OF QUALIFICATIONS:

• Organized, efficient and precise with strong communication, liaison skills with an emphasis in customer relations

• Strategic thinking and planning with unique problem resolution and time management initiatives

• Able to coordinate multiple projects and meet deadlines under pressure.

• Planning and execution of special projects with specific experience in a time critical environment.

• Enthusiastic, creative and willing to assume increased responsibility.

• PC and Mac Proficient with Microsoft Office skills Extensive Excel experience, pivot tables, Macros (SAP, Access, Word, Excel, Outlook Express, Lotus Notes and Power Point, Photoshop Desktop Publisher, Dreamweaver, Adobe Illustrator).

• Accounts Payables and Receivables

• Contract and client agreement analysis / Joint interest / Cost plus / Flat rate / Lump sum / Intercompany / International and third party billing

• Valid CDL Class “A” driver’s license

• Exceptional driving record which reflects adherence to all Federal DOT regulations

• Web designer, PR, Marketing & Branding

PROFESSIONAL EXPERIENCE:

AUGUST 2015 ~ DECEMBER 2015 EXCLUSIVE FURNITURE HOUSTON, TX

Visual Design Porter/ Driver / Furniture Sales Associate

• Responsible for the daily delivery of accessories to each individual store

• Design vignettes as needed matching the décor to the furniture style

• Responsible for the upkeep of the design team vehicle post and pre-trip inspections

• Recommended products based on customer needs and desires, answered questions regarding products

• Maintained a knowledge of sales, promotions, store policies, and security practices

• Prepared sales slips and contracts, arranged delivery and facilitated special requests and orders

• Sold ancillary products such as service contracts and warranties arranged financing options for customers

OCTOBER 2014 ~ APRIL 2015 FLUOR GOVERNMENT GROUP GREENVLLLE, SC

Material Deliveries Driver / Service Desk Specialist Sr. Monrovia, Liberia

• Loaded and unloaded freight and assisted in the loading and unloading of freight required by customer.

• Strapped materials down and used tarps when necessary

• Pre and post trip inspections conducted at the beginning of each delivery

• Maintained driver log which was submitted daily

• Supporting Site Management in various capacities i.e. administrative and functional support.

• Performed all service desk functions – providing customer service by creating, entering and tracking service orders and project work orders using MAXIMO system

• Communicates status updates as required; documents service order completion and final status in accordance with project requirements.

• Provided task-level guidance to less experienced personnel as directed.

APRIL 2014 ~ SEPTEMBER 2014 HOUSTON STYLE MAGAZINE HOUSTON, TX

Administrative Support Specialist (Media)

• Preparation of monthly billing affidavits and invoices to advertising clients

• Posting of accounts receivables payments to spreadsheets;

• Assist Business Manager with various book keeping duties; share in telephone reception

• Suggesting and formatting ad layout

• Circulation and distribution of weekly publications

APRIL 2014 ~ SEPTEMBER 2014 PAGEGIRL101 SOLUTIONS HOUSTON, TX

Marketing and Branding Assistant

• Suggesting specific venues for clients depending on event type and event demographic

• Procuring television and radio airtime for clients as needed

• Create web designs and formats depending on clients business needs

FEBRUARY 2014 ~ APRIL 2014 XEROX HOUSTON, TX

Customer Care Agent

• Sprint cellular and technical customer service support

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.

• Opens customer accounts by recording account information.

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Maintains financial accounts by processing customer adjustments.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Prepares product or service reports by collecting and analyzing customer information.

• Contributes to team effort by accomplishing related results as needed.

MARCH 2011 ~ MAY 2013 FLUOR GOVERNMENT GROUP GREENVILLE, SC

Currently ranked at 110 on the Fortune 500 list Fluor delivers engineering, procurement, construction, maintenance (EPCM), and project management to governments and clients in diverse industries around the world. For nearly a century, clients have selected Fluor as their company of choice to complete challenging projects in remote parts of the world.

Operations Specialist MEHTARLAM / KHOGYANI, AFG

• Supporting Site Management in various capacities under adverse and strenuous conditions.

• Reviewing operational reports and (CDRL’s) for content and report compliance for final submission to the USG (Serious Incident Reporting, SITREP, Accountability Roster, MSOW, LOTD Tracker, ESCAP, Snapshot, Population, PEB Backup Data, Good News Stories, Org Chart, Force Provider, Alert Roster, Winterization, Travel Report, Various Training, Housing, Construction, HSE and Security)

• Confer with Functional Area Managers/Supervisors to obtain data required for planning activities, such as new commitments, status of work in progress, and root cause analysis for problems encountered

• Accountability, Human Resource and HSE support for over 90 employees containing a diverse group of ethnicities consisting of (4) Subcontract companies as well as Flour personnel during direct and indirect hostile incidents

• Disseminating and/or implementing new organizational policies and procedures as directed or needed by Area Management

• Recommended measures to improve methods, performance, and quality of product or services by suggesting changes in working conditions and or work flow to increase efficiency

• Ensure employee adherence to departmental, safety and security SOP’s

• Manifesting employees for intra-theater movement (Air Operations)

• Site administrator for all Health Safety and Environment issues and site compliance report submissions

• Photographing daily services performed by trades and service personnel

AUGUST 2003 ~ MARCH 2011 KELLOGG BROWN & ROOT HOUSTON, TX

KBR, Inc., headquartered out of Houston TX, is a leading global engineering, construction and services company supporting the energy, hydrocarbon, government services, minerals, civil infrastructure, power and industrial markets in more than 65 countries worldwide. The company is currently ranked 334 on the 2013 Fortune 500 annual ranking of America’s largest corporations.

AUGUST 2008 ~ MARCH 2011 Sr. Accounting Support Specialist HOUSTON, TX

• Generated and distributed domestic and international invoices for direct, joint venture and inter-company Energy, Chemical, Oil and Liquid Natural Gas projects, billed in various currencies.

• Performed accounting, control and reporting activities related to client and inter-company/inter-division invoices in accordance with contractual requirements and company policies and procedures for each project.

• Responsible for analyzing the terms of client agreements, including contract type, methods of payment, currencies, client financing requirements, subsidiary involvement, third party involvement, applicable taxes and royalty assignments, to ensure complete, accurate invoicing.

• Journal entries, accruals, months-end-close entries.

• Responsible for over 25 assigned Projects

• Primary and Joint Billing Projects

o Gorgon Project, Kellogg Joint Venture Group (Chevron) Australia LNG Inter-company Billings. Contract Value approx. $29B ~ Expat Labor & Expenses for over 10 companies and up to 200 employees (Extremely detailed Project Billing)

o Pearl Project, (Shell) Raps Alfa, Qatar (GTL) Gas to Liquid & (LNG) Liquid Natural Gas Intercompany Billings. Contract Value approx. $18B ~ Expat Labor for over 5 companies and up to 50 employees (Extremely detailed Project Billing)

MAY 2007 ~ MARCH 2008 Sr. Operations Coordinator BA’QUBAH, IRAQ

• Operations, Logistics, Transportation, Maintenance, Safety and other related fields. Assisted Project Management teams by organizing, developing and implementing common work processes and procedures and providing other assistance as required. Routinely responsible for the accountability of over 300 employees in a hostile and dangerous environment

• Direct administrative support for the C3 Warhorse Site Manager while directly supervising support personnel of different skill sets. Responsible for delegation of assignments and ensuring implementation and compliance with policies and procedures.

• Tracked and provided 100% accountability for over 300 employees consisting of three sites, five Strategic Subcontractors, and six Tier 1 subcontract companies daily on demand during IDF and insurgent attacks.

• Supervised service desk operations, to include processing approximately 2500 SWO monthly, tracked in STEAM (Maximo). Response, duration and completions times mandated by the (Defense Contract Management Administration)

• Assembled monthly Performance Evaluation Board presentation for the (Defense Contract Management Administration) at site level

• Reviewed operational reports for content and report compliance for final submission (Serious Incident Reporting, PEB, SITREP, Personnel Rosters, Training, Safety, Housing, Electrical and Power Generation.)

• Initiated mandatory service order writing training classes for all employees.

APRIL 2006 ~ MAY 2007 Operations Coordinator TIKRIT, IRAQ

• Direct administrative support for the C Sites Project Management consisting of the Project Manager and three Deputy Project Managers

• Assembled PowerPoint presentations as needed on short notice, i.e. (VIP, Administrative Contracting Officer & Defense Contract Management Administration, Project Management briefs)

• Assembled monthly Performance Evaluation Board and annual Award Fee Evaluation Board presentation for the DCMA at C Sites HQ level.

• Assembled several weekly Project Management briefs submitted by Functional Area Managers.

• Coordinated the quarterly Site Management Conference for Project Management

• Provided operational support for approx 30 Functional Area Managers i.e. Safety, Security, Logistics, DFAC, HR, Property, Material, Government Compliance and Procurement.

• Tracked and provided 100% accountability for over 1500 employees consisting of 9 Sites 5 Strategic Subcontractors and 11 Tier 1 subcontract companies daily and during IDF and insurgent attacks.

FEBRUARY 2005 ~ APRIL 2006 Operations Specialist BA’QUBAH, IRAQ

• Lead Operations representative during 2005 RIP/TOA presented client with a new unit brief consisting of Basic Life Services provided, Master Scope of Work and LOGCAP approval process.

• Processed internal and external service work orders

• Assembled daily Personnel and Accountability Rosters

• Assembled monthly and quarterly reports

• Assembled monthly Performance Evaluation Board presentation consisting of Safety, Management, Technical and Cost Avoidance efforts accomplished by employees.

DECEMBER 2003 ~ OCTOBER 2004 Food Service KANDAHAR, AFG

JULY 1999 ~ SEPTEMBER 2003 KESTNER’S CELLULAR KILLEEN, TX

Store Manager

• Provided a high level of Customer Service support by activating digital cellular services for AT&T customers and by suggesting correct calling plans based on individual need.

• Maintained stock levels through purchase orders and received merchandise as needed. Responsible for daily deposit initiation.

SEPTEMBER 1996 ~ JULY 1999 ACCUSTAFF INC. KILLEEN, TX

Human Resources Supervisor

• Human resources support for over 300 AT&T Customer support service center employees

• Quality analysis of best hiring practices due to high attrition rate

• Created and updated organizational charts for assigned customer service groups

• Compiled and process payroll data to maintain accurate payroll records

• Prepare and review payroll reports on a periodic, quarterly, and annual basis while making corrections as needed

• Provided confidential counseling support to employees and staff on compensation and employee benefit related issues

• Responded to general employee inquiries on HR policies (vacation service credit, education assistance, short term disability, MLOA, and employment verifications).

SEPTEMBER 1990 ~ MARCH 1994 PENNZOIL COMPANY HOUSTON, TX

Pennzoil was headquartered in Pennzoil Place in Downtown Houston during the 1970s.[2] In 1998, the company merged with onetime rival Quaker State to form Pennzoil-Quaker State. In 2002, the Royal Dutch/Shell Group purchased Pennzoil-Quaker State to form SOPUS--Shell Oil Products US.

General / Joint Interest Accounting Clerk

• Reconciled monthly general ledger for several Pennzoil sub companies

• Generated and distributed monthly joint interest billing for salt water disposal

• Generated and distributed monthly interest holder joint interest statements

• Miscellaneous support for 7 joint interest accountants

• Maintained the General account voucher/records room consisting of both cash and journal vouchers for over 15 different companies.

EDUCATION:

• 1999 ~ 2001 Central Texas Community College KILLEEN, TX

Marketing

• 1990 ~ 1993 Texas Southern University HOUSTON, TX

Accounting / Business Administration

Contact this candidate