Customer Service Representative

DOROTHY J. AVERHART

**** ******* **** ***** **. Indianapolis, IN 46234

847-***-**** ***************@*****.***

EDUCATION

Master’s Degree, Divinity, Liberty University, 2012

Bachelor’s Degree, Religion, Liberty University, 2007

Liberty University, multiple courses in Counseling, Interpersonal Relationship, and Management 2005-2012

EXPERIENCE: Data Entry, Human Resource Specialist, Quality Control inspecting, Customer Service Rep, Security Guard, US Navy, Leading Chief Petty Officer, Visual Communication, Navigation, Managing and training personnel, Microsoft Excel, Microsoft word, Microsoft PPT, Microsoft outlook, Sales Force, Business Edge, M2K, EPICS, Moodle, Zulip

04/2024-05/2024 Data Recognition Corporation (DRC) - Indianapolis, IN, Remote

Seasonal job that entailed scoring between 700 to 900 End of the year placement exams for 5th grade students for the state of Missouri.

Grading on comprehension and the ability to write essays.

05/2023-06/2023 Data Recognition Corporation (DRC) - Indianapolis, IN, Remote

Seasonal job that entailed scoring between 400 to 500 End of the year placement exams for 3rd and 5th grade students for the state of GA and PA.

Grading on comprehension and the ability to write essays.

01/2022-03/2023 Customer Service Representative, Pfizer pharmaceutical (Integrated Resources), Remote

Assign and process Return Authorizations

Maintain status updates of returns

Enter data and maintain Microsoft Teams Spreadsheet

Reach to customer as needed via email and telephone

10/2020 – 12/2021 Customer Service Representative, North American Herb and Spice (Aerotek), Lake Forest, IL

Take inbound calls (50)

Make 35-40 outbound calls

Resolve conflicts on customer orders

Order entry

Provide customer with product information

06/2019 - 9/2019 Human Resource Specialist, NorthPointe Resources/Aspire, Zion, IL

Answer inbound calls

Routing calls to appropriate person

Screen applicants via telephone

Prepare interview packages

Prepare onboarding packages

Conduct New hire orientation

Care for all copiers, to include replenishing paper, trouble shoot and order service when needed

Ordering office supplies

Sign in and out all visitors

Assisting physical and intellectual disabled consumers

Monitor video cameras

Maintain reception area

01/2018 – 09/2018 Customer Service Representative, Data Entry Clerk, Express Professional Employment services, Libertyville, IL

•Okabe construction Material (OCM), Order entry (Enter parts orders into Business Edge program), and organizing and filing invoiced orders.

9/10/2017 –1/2018 Customer Service Representative, Horizons Window fashions, Waukegan, IL

Answers 50 – 70 customer calls daily.

Answer and respond to customer phone calls for 1 – 3 core business phone lines. Resolve problems and follow through with customer requests based on standardized procedures.

Resolve customer problems and questions, i.e., product specifications, product offering, installation information, etc.

Maintain current product, policy and procedure information through additional cross training, phone mail and e-mail updates

03/13/2017 – 9/09/17 Customer Service Representative, Express professional employment services, Libertyville, IL

Horizons Window Fashions, make over 700 phone calls to invite and register businesses to annual road show

06/01/2016 – January 10, 2017 Security Guard, U.S. Security Associates, Wheeling, IL

Patrol assigned areas to ensure protection of clients, visitors, property and equipment.

Watch for irregularities, such as security breaches, facility and safety hazards, and emergency situations; contacts emergency responders, such as police, fire, and/or ambulance personnel as required

Remain alert for the presence of unauthorized persons and/or security code violators; approaches suspicious person and/or notifies police as appropriate; may confront and detain violators, as required, until police arrive.

03/01/1995- 08/28/2015, Chief Petty Officer (E-7), United States Navy

Naval Medical Center, Portsmouth, VA

Led 100 military personnel, 3 civilian personnel, in various avenues of Medical support to the Command

Assigned as the Assistant Navigator by the Commanding officer, which required making, reviewing, and approving transit plans.

Certified as a Hearing Conservation Technician. Conducted over 2,000 Audiograms, increasing the command’s operational readiness

Active member of the Chief Petty Officer Mess

Recruit Training Command, Great Lakes, IL

Master Training Specialist: Trained and supervised more than 12,000 military personnel, transforming them into smartly, disciplined, basically trained Sailors

Supervised 25 Sailors and 15 civilians in the Command Indoctrination Program: Ensured all in-coming Sailors and civilians on standard of conduct, instructions and policies of the command

Command Sponsor Coordinator: Sponsored 2,000 Sailor’s New to the command

Recognized as "The best Sponsorship Program in the Mid-Atlantic Region for Navy" 3-years

Chief of the Guard, Camp Bucca, Iraq

Operation Enduring Freedom; Detainee Operations, Navy Police Battalion 6

Supervised 300 Sailors in the security, excursion and escorting of Detainees, and safety of the Battalion

Weapons handling: Armed with M4 and M9 weapons: Responsible for the safe operations of weapons for Military guards

Un-armed self- defense training, OCC (pepper spray) certified

Leading Chief Petty Officer, USS Fitzgerald (DDG 67) Operations Department, Yokosuka, Japan

Managed 5 Quartermasters in the day to day operations of the ship’s bridge programs, policy and procedure development

Responsible directly to DESRON 13 Commodore, provided briefings to senior leadership and key staff pertaining transition plans detrimental to the safe Navigation of the crew and ship

Directly responsible for the creations of 7 Standard Transit Plans for 8 Destroyers and 1 Aircraft carrier under my supervision, programmatic and policy oversight/execution

Served as part of the assessment team for all ships in area of responsibility

Recruiter in Charge, Navy Recruiting District Atlanta, Atlanta, GA

Managed 3 Navy Recruiters in the recruitment of civilian applicants to join the Navy

Managed over 500 Delayed Entry personnel in the rules, regulations, and Military Bearing in preparation for Boot camp

Assigned as the Delayed Entry Program Coordinator by the Operations Officer. Traveled to various Recruiting Stations in the Atlantic District to ensure proper training and guidance were given to all Delayed Entry applicants

Recognized as "The Small Station of the Year" in Recruiting District

Inducted in the Chief Petty Officer’s Mess

09/2001-11/2003 Leading Signalman, USS Emory S. Land (AS-39), Lamadalini, Italy

Directly responsible for the training and safe operation of all Visual Communication, and coordination of all in-coming and out-going visual messages

Led 99 Sailors in the duties of Mess Deck operations. Provided training in sanitation, and General Military Instructions

Mentored, counseled, and guided unsurmountable Sailors in both professional and personal matters

Selected as the 2nd Fleet Senior Sub Atlantic Sailor of the year 2002

09/2000 - 09/2001 Leading Signalman, USNS Guadalupe (TAO-200), Operations Department, San Diego, CA

Directly responsible for the training and safe operation of all Visual Communication, and coordination of all in-coming and out-going visual messages

Led 3 Sailors in the duties of Visual Communication. Provided training in Visual Communications, and General Military Instructions

Mentored, counseled, and guided unsurmountable Sailors in both professional and personal matters

Selected as the Command’s Senior Sailor of the year 2001

11/1997 - 10/2000 USNS Patuxent (T-AO 201), Signalman of the watch, Naval Air Station Norfolk, VA

Responsible for the safety of the ship and personnel as duty Signalman. Stood nightly watches and communicated closely with ship’s bridge watch standers

Responsible for maintenance and operational procedures of over $13, 000 of Visual equipment with zero defects "Outstanding",

Worked hand-in-hand with ship’s crew to safely conduct Underway Replenishments, Cargo transfers

03/1995 – 10/1997 Building Petty Officer Naval Air Facility, Atsugi, Japan

Directly responsible for planning, coordinating, engineering support, and performing For all Chief Petty Officer barracks

Provided Naval leadership procurement decision recommendations and strategic planning for the upkeep and renovations of all spaces in the barracks

Test execution, development, and procedures; performed audit on all test data, both quantitative and qualitative

Safety Inspections: adhered to stringent regulatory and administrative procedures/policies; followed strict safety guidelines. Responsible for the safety of Chief Petty Officers in barracks

06/2019 – 09/2019 Human Resource Specialist, NorthPointe Resources/Aspire, Zion, IL

09/10/2017 – 6/2019 Customer Service Representative, Horizons Window fashions, Waukegan, IL

03/13/2017 –09/09/2017 Phone clerk, Express Professional Employment services, Libertyville, IL

06/2016 – January 10, 2017 Security Officer, U.S. Security Associates

07/2013 - 08/2015 Naval Medical Center, Portsmouth, VA

12/2009 – 05/2013 Recruit Training Command, Great Lakes, IL

01/2009 – 12/2009 Chief of the Guard, Camp Bucca, Iraq

12/2006 - 12/2008 Leading Chief Petty Officer, USS Fitzgerald (DDG 67) Operations Department, Yokosuka, Japan

12/2003 – 10/2006 Recruiter in Charge, Navy Recruiting District Atlanta, Atlanta, GA

09/2001-11/2003 Leading Signalman, USS Emory S. Land (AS-39), Operations department, Lamadalini, Italy

09/2000 - 09/2001 Leading Signalman, USNS Guadalupe (TAO-200), Operations Department, San Diego, CA

11/1997 - 10/2000 USNS Patuxent (T-AO 201), Signalman of the watch, Naval Air Station Norfolk, VA

03/1995 – 10/1997 Building Petty Officer Naval Air Facility, Atsugi, Japan

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