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Customer Service Manager

Apple Valley, California, United States
October 18, 2016

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Operations Manager and Military Veteran with an active Secret Security Clearance offering over 13 years of proven experience in the United States Army and private sector. Accomplished measurable results while leading teams of 62 personnel in a dynamic, fast – paced environment. Possess a comprehensive background in warehouse oversight, supply chain management, and distribution systems. Experienced knowledge in regulations and policies, federal supply system, safety policies, procedures, and operations. Managed risk upon multiple lines to protect asset property and equipment valued over $251M while meeting the expectations of senior leadership for local and global operations. Initiated new training programs and managed current training for over 300 military and civilian personnel. Career supported by the current pursuit of a Master of Arts in Leadership and Organizational Studies from Azusa Pacific University and a Bachelor of Science in Workforce Education and Development from Southern Illinois University, Carbondale.

Team Building

Process Improvement


Bilingual English/Spanish

Training and Development

Conflict Resolution

Budget Management

Team Leadership

Master Resilience Trainer (MRT)

Risk Management

Supply Chain Management


Regulatory Compliance

Local and Global Logistics System



BURRTEC – Victorville, CA 2014 – Present

MRF Operations Supervisor

Oversaw operations and managed various departments, including: Shipping, Receiving, Scalehouse Operations, booking, and general labor within the facility. Supervised and motivated 62 personnel and contractors, cultivating and building cohesion. Ensured positive customer service, managing conflict resolution and customer care.

Wrote a detailed Standard Operating Procedure to cover new equipment outlining site specific Lockout/Tagout in accordance with OSHA Standards

Managed the overall safety, quality, performance, and customer experience while in accordance with policies and procedures; ensured safety regulations are adhered and met

Tracked and monitored all work orders provided by maintenance staff; negotiated with Suppliers to maximize stock control

Directed and coached Production Specialists in the execution of daily/weekly production schedules for various sorting lines to ensure overall objectives are met; reviewed and analyzed production records to identify opportunities for improvement

Planned and forecasted labor needs and performance deficiencies; recognized performance with rewards or disciplinary actions, resolving performance issues and staff needs to better support their work

Mentored, trained, and developed personnel for career progression and advancement; established and maintained roles and task assignments, and delivered monthly meetings on production goals

Recommended long term solutions, including equipment replacements and refurbishment, procedural changes, productivity improvement, and material change, and improved process improvement to meet and exceed quality standards

UNITED STATES ARMY – Various Locations 2003 – 2015

Operations Manager

Led the instruction of incoming Service Members and Department of Defense civilian personnel. Initiated new training programs and facilitated current trainings of over 300 military personnel and civilians. Created logistical movement plan that was later adopted and published by United States Army, and implemented the plan into 3 logistics systems, one field manual, and one technical manual.

Trained groups of 60 military personnel on a weekly basis with no major incidents and maintained accountability of military equipment; monitored, evaluated, and recorded training activities in a record management system for program effectiveness

Managed various projects simultaneously, including scope, milestones, schedules, deliverable, and resource management; prepared and presented constructive feedback sessions, updating and presenting programs of instruction

Supported a network systems program valued over $251M in deployment, installation, operation, maintenance, and administrative support

Conducted daily training actions within the battalion and assigned Units, and advised senior leadership on training requirements; established and implemented policies, goals, objectives, and procedures, and coordinated large research and feasibility projects

Maintained a comprehensive system of inventory management for all supplies and equipment

Conducted regular inspections of all common area facilities/systems and reported results to Senior Safety Manager; inspected and spot-checked all sub-contracted service providers are meeting all contract provisions; interacted with stakeholders, clients, and other third parties

Communicated to community leaders, small groups/forums, and large scale briefings to over 100 personnel and service members

Operations Supervisor

Oversaw day-to-day operations, tracking and maintaining of all personnel files within the Company during deployment to Afghanistan. Advised the Commander on training requirements and managed the scheduling, tracking, and maintaining of all training within the Company. Conducted daily training actions with the Battalion and assigned trainings to various Units.

Maintained and updated training records for 267 military personnel and instructed Driver Training Program for the Command of 150 personnel

Analyzed all aspects of corporate logistics to determine the most cost-effective or efficient means of transporting products or supplies

Conducted and reviewed environmental audits for logistics activities, including storage, distribution, or transportation; developed plans or set goals to reduce carbon emissions associated with storage or transport activities

Supported a variety of different types of hiring options and employment programs; provided in-processing for all newly hired employees, reviewing pre-employment paperwork, to ensure all forms are properly completed

Resolved clerical problems based on information of staff assignments, commitments, deadlines, operating policies, and deadlines


Bachelor of Science in Workforce Education and Development, Southern Illinois University, Carbondale


Volunteer of the Year Award, United States Army, Fort Irwin, CA, 2012 – 2013

Volunteer of the Quarter, American Red Cross, 2012 – 2013

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