Customer Service Management

Kathy Lynn Grusing

**** ***** ********* ****, **** Canaveral, FL 32920

Mobile: 321-***-**** / Email: ********@*********.***

Objective: Analyst, Administrator, or Customer Service Representative for an established business or governmental agency.

Summary: Thirty-three years of senior financial and analytical management and an agent for change and problem-solving who has redesigned small and large organizations having multiple objectives; melded diverse groups into cohesive, effective teams; achieved major efficiencies and fiscal savings; customer-oriented, strong professional ethics, public speaker, and media skilled. I am a self-starter and team player with experience in fast paced environments with attention to detail; ability to multi-task and prioritize; skill to navigate and use multiple computer systems and application and utilize search tools to fid information.

Experience Includes: Financial Management, Strategic Planning, Operations, Marketing, Customer Service, Team Building.

Accomplishments:

Financial Management: Provided direct guidance and strategic planning in the management and execution of an annual operational baseline and contingency budget of approximately $600 million. Requirements of these respective budgets were always met and within budget. Lead facilitator for establishing a Corporate Strategic Resource Advisory group which provided the executive staff the capability to review, validate, prioritize, and modify program requirements to maximize resources to meet the organization’s mission and strategic goals.

Strategic Planning: Developed a detailed concept and plan for the Marine Corps Logistics Command as part of the Marine Corps’ strategy for the 2025 and beyond called Marine Corps Logistics for the 21st Century. This resulted in more efficient and effective utilization of limited resources, especially personnel, while providing higher quality depot-level maintenance, prepositioning, training, and enhanced customer service. Initiated the development of a Campaign Plan that established measurable objectives for the period 2015-2025. These objectives focused on successful implementation and maturation of the Logistics for the 21st Century concept plan.

Operations: Directed a staff of 20 military, civilians, and contractors to provide resourcing, labor and internal control support. Lead facilitator for reengineering and equipping a significant part of 750+ Command staff including relocating, redesigning, and rebuilding in the headquarters. Responsible for providing cost analysis support and preparing life cycle cost estimates and cost studies for Program Managers in support of resource decisions for management of weapon systems, review and certify economic analyses in support of military construction and other investment programs and provide cost analysis in support of source selections, bid preparations, and other estimates

Marketing: In order to successfully overcome the common resistance associated with significant change, provided direct guidance in the development of a public affairs program that promoted the efficiency, effectiveness, resourcefulness, and overall goodness of the integration of active and reserve component in the Marine Corps strategy.

Customer Service: Established a staff communications network (formal & informal) that created a feedback system which facilitated coordination and cooperation while ensuring performance standards were reached and unit Marine needs were met.

Team Building: Facilitated a detailed review of all civilian personnel positions within the Marine Corps Logistics Command with a focus on products and services, proper job descriptions and grade level end-state ensuring proper grade levels and provide promotion opportunities where appropriate. Review was a great success with positive adjustments for the work force being realized. Success clearly seen in improved morale, increased productivity, and a stimulated resourcefulness.

Work History

2013-2017:

Director, Programs and Operations Division, Programs and Resources Department, US Marine Corps Logistics Command, Albany, GA

2011-2013:

Programming Branch Chief, J1/J8 Resources Directorate, US Africa Command, Stuttgart, Germany

2009-2011:

Acquisition Cost Chief, Resources Directorate, Warner Robins Air Logistics Center, Warner Robins Air Force Base, GA

2006-2008:

Chief, Funds Control and Policy Division, US Special Operations Command, Force Structure, Resources, and Strategic Assessments Center, MacDill Air Force Base, FL

2004-2006:

Supervisory Program Analyst, Program Executive Office, Simulations, Training and Instrumentation, Business Operations Office, Orlando, FL

2003-2004:

Budget Officer, 3rd Military Police Group, Criminal Investigation Command, Ft Gillem, GA

2002-2003:

Supervisory Budget Analyst, Assistant Secretary of the Army (Financial Management and Comptroller), Army Budget Office, Business Resources Directorate, Pentagon, Washington DC

1997-2002:

Deputy Chief of Staff, Resource Management, First US Army, Office of the Deputy Chief of Staff, Resource Management, Ft Gillem, GA

1989-1997:

Budget Analyst, First US Army, Office of the Deputy Chief of Staff, Resource Management, Ft Gillem, GA

1985-1989:

Management Analyst, United States Army Forces Command, Office of the Deputy Chief of Staff, Information Management, Ft. McPherson, GA

1983-1985:

Student Intern, Management Analyst, United States Army Forces Command, Office of the Deputy Chief of Staff, Information Management, Ft. McPherson, GA

Education:

Master Degree, Public Administration, Troy University, 1998

BS Degree, Sociology and Business, St Leo University, 1992

Licenses/Certificates:

Certified Defense Financial Manager with Acquisition Specialty (CDFM-A)

Defense Acquisition Workforce Level III Certification (Program Management; Business, Cost Estimating & Finance)

References:

Joan Gresock; 17412 Waterline Rd, Bradenton FL 34205; 813-***-****

Patty Dalton, 126 Locust Ct, Arden NC 28704, 828-***-****

Kelly Gluver, 209 Ferguson Ave, Locust grove, GA 30248, 706-***-****

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