Customer Service Manager

SUMMARY OF QUALIFICATIONS

Over ** years of leadership experience in a military and combat environment. Trained, mentored and assessed the development of junior personnel.

Achieved 30 % increase in retention of personnel, maintained a 100% retention rate thereafter.

Military Training: Certified Master Resilience Instructor, Training and Assessment Evaluation, Small and Large Group Instruction, Diversity Instruction, Leadership/Teamwork Training, Personnel Retention/Strength Management Training, Volunteer Fire Fighter, Emergency Medical Technician.

Reliable, motivated and positive mentor fostering a can-do attitude among junior personnel.

EMPLOYMENT HISTORY

- Home Depot, Freight Team; Rutland, VT 02/2015 - Present

- Vermont Army National Guard, M-Day; Rutland, VT 08/2002 - Present

- Vermont Army National Guard, Medical Readiness NCO; Rutland, VT 10/2013 - 10/2014

- Vermont Rail Road, Dispatcher; Rutland, VT 02/2011 - 09/2013

- Vermont National Guard, Personnel Training and Assessment Team; Jericho VT 05/2008 – 01/2011

- Powder Inc., Ski Shop Manager; Killington, VT 08/2006 – 04/2008

- Omya Inc., Quality Control/Research and Development; Florence, VT 02/2002 – 06/2006

- IBM Inc., Quality Control Technician; Essex Junction, VT 06/1999 – 01/2002

- United States Navy, USS Independence CV62; Norfolk, VA 08/1979 – 02/1989

RELEVANT EXPERIENCE

Training / Mentoring/ Evaluation

Trained 1500 personnel for overseas deployment to Afghanistan.

Evaluated the expertise of 1500 personnel as they progressed through various levels of training.

Facilitated leadership training for American and African leaders to lead small focused groups.

Instructed classes in land navigation, personal safety, weapons, vehicle operations and combat.

Mentored junior personnel toward success, guided them in meeting military and personal goals.

Recruiting and Assessment

Increased retention by 30% which led to 100% overall retention within the organization of 140 people through 30, 60 and 90 day counseling sessions, diligently tracking and being sensitive to the needs of the individual.

Assessed needs of the family as well as the individual setting attainable short and long term goals, balancing military requirements and individual needs.

Leadership/Teamwork/Supervision

Led troops in combat situations which required clear communication, team work and supervision.

Manager of customer service in retail, trained employees, accounted for sales and inventory.

Maintained individual personnel records, monthly inspection reports, retention reports, breakdown of individual qualifications, awards, travel expenses, individual personnel equipment records, vehicle and supply records.

Evaluated, counseled, and advised employees on performance, benefits and adherence to policy.

Community Service

26 years as volunteer emergency medicine and fire fighting.

Troop Leader in Scouting.

Coach baseball and soccer children ages 5 – teenagers.

EDUCATION

American Council on Education Accredited Courses: Leadership Principles, Principles of Supervision and Communication.

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