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Customer Service Quality Assurance

Location:
Fayetteville, North Carolina, United States
Posted:
October 13, 2016

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Resume:

LaKissa Diggs

**** **** ****** *****

Hope Mills, NC 28348

Mobile: 910-***-****

acw1ea@r.postjobfree.com

SUMMARY

Skills:

Proficient in MS Word, Excel, PowerPoint, MS Office

Ability to type 65wpm.

Proficient with copier, facsimile, scanner, type writer, and Adding Machine

Customer service skills, and strong leadership skills

Great organizational skills

Expert in systems such as WMMS, ETOPS, and DPS

PROFESSIONAL EXPERIENCE

Data Solutions & Technologies, Fort Bragg, North Carolina

Personal Property Shipping Office (PPSO) Lead, 2015 - Present

Exercises supervision over the daily activities of employees assigned to Personal Property Shipping Office to include, Outbound, Inbound and Personally Procured Moves Section

Ensure customers are provided courteous and professional service. Ensures the effective and efficient administration of all activities. Plans work to be accomplished by subordinates, sets and adjust priorities, responsible for providing guidance pertaining to transportation to Department of Defense (DOD) agencies and recommend course of actions to move personal property. Ensures employees are in compliance with current Department of the Army (DA) and (DOD) standards. Captures and tracks data to prepare daily, weekly and monthly reports within scheduled or unscheduled suspense times. Responsible to prepare SITREP and act as liaison to Logistic Readiness Center (LRC formerly DOL) on General Officer movements. Requires an extensive knowledge of transportation entitlements under the provisions of the Joint Travel Regulation (JTR), and the Defense Travel Regulation (DTR) in order to provide guidance and accurate assessments of on the spot issues. Posses the ability to perform under pressure and work independently as needed. Cultivates relationships between internal and external customers. Provide real time feedback and assessments to senior management and the like. Assess employee's performance capabilities and monitors training requirements. Perform other duties as required.7 plus years Formal Government/Military training in related transportation/logistical field.

Data Solutions & Technologies, Fort Bragg, North Carolina

Quality Assurance Inspector, 2015 - 2015

Responsible to the Quality Assurance Lead and Data Solutions & Technology (DST) Site Program Manager for monitoring, attaining and sustaining the quality of performance encompassing assigned areas of the awarded Task Order.

Assists with the implementation of the Quality Control Plan (QCP) for the assigned areas on the program.

Assures consistent quality of deliverables to DST customers by evaluating ISO 9001 practices and standards through a coordinated system of; validating processes; providing documentation; managing staff and continual process improvement initiatives with scheduled checks.

Conduct daily operations in accordance with all required standards, including ISO 9001 and other required customer requirements.

Conduct the QA Department's administrative functions in order to assure the operation is effectively conducted.

Assist in the setup of the general requirements for QA specifications and standards for materials, processes as well as finished products for the program.

Evaluate product and disadvantages of the process and suggest solutions including but not limited to revising of processes, products or standards of QA when warranted and or instructed.

Maintain assigned sections with a program that is ISO 9001 centered and focused while providing DST customers premier customer service.

Safeguard the overall integrity of DST, its customers and the Quality Assurance office.

Data Solutions & Technologies, Fort Bragg, North Carolina

Counselor, 2013 - 2015

Organized inbound transportation moves for incoming Service Member's to Ft Bragg.

Scheduled group briefings on household goods movement coming inbound to Ft Bragg.

Review personnel orders and answered various questions about appointment dates, times and transportation matters.

Administer briefings to soldiers who are leaving Fort Bragg going stateside, and or overseas.

Validating soldier's paperwork to insure accuracy for shipping and billing purposes.

Routing and booking shipments with contracted government moving companies to have soldiers shipments picked.

Answering phone calls, and emails to service the service members with inbound, and outbound needs to Fort Bragg.

Processing government Bill of Lading corrections.

Processing travel and entitlement extension letters.

Processing government claims for payment.

Providing service and assistance to service member scheduling their shipments in the DPS system.

Processing storage shipments and shipment creations in the T.O.P.S system.

Processing inbound invoices for payment.

Itt Exelis, Fort Bragg, North Carolina

Personal Property Specialist Counselor

Organized inbound transportation moves for incoming Service Member's to Ft Bragg.

Scheduled group briefings on household goods movement coming inbound to Ft Bragg.

Review personnel orders and answered various questions about appointment dates, times and transportation matters.

Process storage extension letters for inbound storage in transit.

Process DD1131 for DFAS payments received.

Process DD139 for wage garnishments.

Validating soldier's paperwork to insure accuracy for shipping and billing purposes.

Routing and booking shipments with contracted government moving companies to have soldiers shipments picked.

Answering phone calls, and emails to service the service members with inbound, and outbound needs to Fort Bragg.

Processing government Bill of Lading corrections.

Processing government claims for payment.

Providing service and assistance to service member scheduling their shipments in the DPS system.

Processing storage shipments and shipment creations in the T.O.P.S system.

Processing inbound invoices for payment.

Itt Exelis, Fort Bragg, North Carolina

Lead Production Planning and Control Clerk, 2008 - 2011

Trained clerks in the appropriate manner to open, and close customer work orders.

Greeted, and assisted customers with their problems, and concerns.

Over 2 years of experience with Army Maintenance Regulations 710-2-1, 750-8, and 710-1

Proficient in STAMIS system WMMS

Proficient in SAMS-E

Attending weekly meeting with DOL directors.

Prepared weekly reports of jobs opened and closed.

Wrote performance appraisals for employees.

Was responsible for keep track of leave accruals, and approving and disapproving leave requests.

Tracked jobs to ensure the proper time and labor was being attached to a service order.

Responsible for the up keep of signature cards.

Responsible for the accuracy and tracking of Production Planning Control hand receipts.

Responsible for the review of DD2404, and DD2278 forms.

Assisted in holding hiring interviews for new job applicants.

EDUCATION

Ashford University

Health Care Administration (Bachelor’s Degree Program)

May 03, 2016 – Until completion

Central Carolina Community College

Medical Terminology 04/2008

Pine Forest High School

1995

CLEARANCES & CERTIFICATIONS

Posses a current NACI clearance.

Central Carolina Community College

Medical Terminology 04/2008

ITT Exelis Leadership 101 & 102 November 2008



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