Customer Service Representative

Kenneth E. Martin

Sierra Vista, AZ ***** 520-***-**** **************@*******.***

Professional Summary

Seasoned Customer Service Representative and Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.

Skills

Experienced in MS Office Suite to Include Word, Excel, and PowerPoint.

Project Management including financial and manpower tracking and reporting.

Material purchasing, inventory, and tracking.

Customer Service Representative with MVC for 30 months

Quality Control and Quality Assurance

Work History

Customer Service Representative, RIA, 06/2021 - Current

Mountain Vista Communities

Managed materials procurement from initial listing through Request for Quotes and procurement in Spend Management.

Prepared AIA Document with detailed cost analysis of Labor and Materials for each renovated home.

Developed and archived the Certificate of Substantial Completion for each renovated home.

Scheduled Cordless Blind installation and ordered materials to complete the task within the suspense date.

Communicated project status to managers in real time.

Customer Service Supervisor, Manager, Recruiter, 11/2014 - 08/2020

Teleperformance USA

Lead Recruiter – February 2018 through August 2018

Assistant Contact Center Manager for Home Agent Program managing over 600 employees.

Performed Quality Assurance on processes and coached agents toward greater Quality Control products.

Full Time Supervisor leading and a team of 12 - 18 in providing customer service by coaching, training, supporting, and mentoring.

On-Call Technical Support, 08/2013 - 01/2017

ManTech International Corporation

On Call for Technical Services Group performing duties as Computer Operator II in support of real-time testing and Quality Control and Quality Assurance of testing and equipment.

Selected to test and evaluate current and prototype Military and Government communications systems in operational environments.

Retail Sales Associate, 02/2014 - 10/2014

C-A-L Ranch Store

Full Time employee working retail in a highly detail-oriented position.

Serviced customers in sales and technical support while offering Sporting Goods expertise.

Tended cash transactions and credit transitions up to $10,000.

05/2013 - 08/2013

Unemployed

Systems Engineer, 08/2012 - 04/2013

CACI-ISS

Assist in management of contract Task Orders and wrote responses to Request for Proposals.

Identified required project material and manpower by hours and costs.

Assisted on services contract, and offered professional experience, Quality Control and Quality Assurance and Technical Writing across three diverse contracts.

01/2012 - 08/2012

Unemployed - Due to End of Contract

Project Manager, 10/2008 - 12/2011

NCI Information Systems, Inc

Wrote Technical Approach on proposal resulting in winning a contract valued at $879M.

Performed process-oriented Quality Assurance and product-oriented Quality Control on multiple projects worldwide.

Supervised as many as 25 employees to maintain the required staffing of skilled technicians across diverse projects.

Responsible for management of multiple million-dollar projects simultaneously.

Responsible for preparing weekly financial and man-power reports and spreadsheets for corporate executives.

Senior Specialist Field Engineer, 10/2007 - 10/2008

Signal Solutions, LLC

Responsible for system engineering, implementation, configuration, Quality Assurance, and Quality Control

Prepared systems technical engineering documentation, and researched data to ensure equipment compatibility while integrating communications devices and ancillary equipment into a network to provide system alarms and monitoring capabilities

Demonstrated system compatibilities to the customer, documented additional customer desires or requests, and recommended engineering and integration solutions.

Senior Test Engineer, 03/2006 - 10/2007

Eagan, McAllister Associates, Inc

Performed Site Surveys and Systems Acceptance Tests, wrote Test Reports and Project Review Reports, and provided technical Quality Assurance and Quality Control

Developed Test Plans, and constantly re-evaluated established procedures to ensure they were current with modern technology.

Operations Engineer, 11/1998 - 03/2006

Science Applications International Corp

Selected ahead of peers as the Task Leader and Senior Engineer where responsibilities included Engineering, Materials Procurement, Installation, Test and Acceptance, and Quality Control

Responsible for management of 28 personnel, selecting installation team members, assigning Temporary Duty Assignments, and meeting scheduled task and project completion

Compiled data and wrote weekly reports, spreadsheets, and presentations reporting project cost in materials and man hours

Sergeant First Class (Retired), 10/1977 - 10/1998

U.S. Army

Retired from Military service after 21 years while being assigned duties with increasing responsibility and authority

Supervised Team Leaders and lead as many as 52 Soldiers while caring for their health and welfare in stressful and taxing environments

Responsible for stewardship, operations, and maintenance of Government facilities valued in excess of $30 million

Coordinated across multiple agencies for resources and acted as Purchasing Officer when in remote locations isolated from normal supply channels

Education

Master of Public Administration: 01/2011

Wayland Baptist University - Sierra Vista, AZ

Bachelor of Science: 01/2008

Wayland Baptist University - Sierra Vista, AZ

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