Logistics Specialist Customer Service
Resume:
WILLIAM PAGAN
**** **** **, ***** ****, TX ***** Mobile: 267-***-****
Email: **********@*****.*** / *******.*****@***.*** PROFILE SUMMARY
• Versatile, dynamic, and detailed-oriented logistics, supply chain, procurement, and operations management professional with over 14 years of cross-commodity experience working within the Defense Logistics Agency
(DLA) environment. Serve as a unified face for assigned customers.
• In-depth knowledge of supply processes and all types of logistics disciplines, inventory management systems, and distribution models. Highly experienced in handling major commodities including Subsistence, Clothing & Textile, Construction, Special Operations, and Fire & emergency services.
• Highly adept at sourcing, procuring, and managing inventories of specialized materials, investigating and reconciling discrepancies.
• Experienced in conducting in-depth studies and analysis of Service/Agency demand plans and maintaining extensive high-level personal contacts.
• Skilled in conducting in-depth analyses using a variety of qualitative and quantitative research methods.
• Ability to use a variety of software programs, computer applications, creating various forms of documentation for internal use, retrieving data, and preparing customized reports for senior audience.
• Possesses immense ability to address questions, concerns, and issues related to customers, employees as well as vendors, suppliers, potential partners, and other external stakeholders.
• Immense ability to deal with inquiries, emails, letters, and texts from internal and external customers in a professional manner, consistent with the organization's customer services standards and policies.
• Ability to develop and maintain Standard Operating Procedures (SOPs).
• A team player skilled and equipped with articulate communication, negotiation, presentation, and interpersonal skills in building positive work relationships with diverse individuals.
• Experienced in a variety of administrative roles requiring scheduling, verifying credentials and documentation, and ensuring compliance with policies and procedures. P R O F E SS IO N A L SK I L L S
• Profound management skills and ability to respond quickly to the orders.
• Excellent negotiation, interpersonal, and office management skills.
• Comfortable working in a highly autonomous environment.
• Excellent research and writing skills.
• Advanced operations management, administrative, and customer service skills.
• Excellent organizational, planning, and networking skills.
• Exceptional ability to align and engage various levels of internal and external stakeholders and work issues to closure.
• Adept at solving problems with speed and efficiency. C O R E CO M PE T EN C I E S
Strategic Planning Cross-Commodity Experience Scheduling & Coordinating Inventory Management Requisitioning & Stock Control Supply Planning Logistics Management Vendor Management Customer Service Excellence Computer-savvy Sourcing & Procurement Written Communication & Drafting Skills Report Preparation General Operations Engaging Communicator Interpersonal Skills Conflict Resolution Skills Complex Problem-Solving Skills Multi-tasking Ability Initiative Detail-oriented Organizational & Planning Skills Record-keeping and Correspondence P R O F E SS IO N A L E X P E RI E N C E
Defense Logistics Agency, Troop Support
Philadelphia, PA
Tailored Vendor Logistics Specialist, GS 12
06/2022 – Present
Hours Per Week: 40+
Supervisor: *******.**********@***.***
Okay to Contact: Yes
Duties, Accomplishments, and Related Skills:
• Acted as a Primary Point of Contact for the Order Fulfillment process /service to military customers for any logistical Class I issues concerning DLA Prime Vendors and Rations.
• Analyzed and managed monthly Subsistence data for the Indo-Pacific Region, streamlining reports to brief acting Commander of DLA Troop Support.
• Managed the orders and discrepancies within the procurement system throughout EBS and STORES.
• Added and processed over 100 items daily to every AOR base within the contract.
• Analyzed, add, revise, and adjust historical demand data of every food item within the military menus; analyzed collaborative feedback to resolve customer issues, developed/enriched Demand Plans, developed corrective measures, and executed and follow-up on Demand Plan Performance Action Plans.
• Recommended policy, procedures, and regulatory standards for processing customer orders to every customer within the Pacific.
• Achieved 100% accuracy in adhering to budget limitations and guidelines through the utilization of logistical and historical data to calculate and forecast future requirements.
• Developed long-range strategic plans for emergency contingencies.
• Identified and resolved potential issues with vendors, contractors, and subcontractors. Defense Logistics Agency, Troop Support – Indo Pacific MCAS Iwakuni – Naval Fleet Activities Sasebo
Forward Logistics Specialist, GS 12
11/2018 – 06/2022
Hours Per Week: 40+
Supervisor: *******.******@***.***
Okay to Contact: Yes
Duties, Accomplishments, and Related Skills:
• Responsible for the receipt and validation of customer Sales Orders and for managing unfilled orders.
• Ensures the exception processing associated with allocating inventory to orders, scheduling and releasing the line item(s) to customers, and processing confirmations or denials once inventory is identified.
• Expedites the resolution of customer supply problems, based on knowledge of the material, vendor, and finance master data records within EBS.
• Ensures forecasts or demand plans developed are provided to the appropriate collaborative partners; receives and evaluates quantitative or qualitative feedback from collaborative sources.
• Utilize DLA systems such as EBS - CRM, IGC, FEDMALL, webFLIS, FEDLOG, DSS MRO Tracking System, webSDR, DAASINQ, NAVSUP One Touch, ECAT, STORES.
• Serve as the Contracting Officers Representative (COR) to provide contract oversight for all DLA Troop Support Prime Vendor contracts.
• Train Class I Supply customers on how to interact with STORES (Subsistence Total Order & Receipt Electronic System).
• Engage Military Units in the multiple Troop Support Programs Special Operations, Fire Emergency Services, Tires Prime Vendor, and Construction Equipment.
• STORES Process new account requests, maintain user accounts, view/modify purchase orders, approve weekly catalogs along with the KO, edit ship-to and ordering points.
• Provide vendors with weekly cataloging processing as updates/errors/warnings and other useful reports, also registers and troubleshoot any log-in issues within the ordering system.
• Conduct weekly, monthly and quarterly meetings with the leadership and/or customers to discuss present and future procurements, exercises, and evolutions of the different units.
• Manage the 7th Fleet daily Subsistence deliveries for multiple vessels like USS Patriot, USS Warrior, USS Pioneer, USNS Washington Chambers, USS Green Bay, USS Germantown, USS Ashland, USS Chief, USS New Orleans, visiting vessels and Sasebo CFAS Galley with up to 200 to 500 Pallets of FF&V, Chill and Dry monthly.
• Work along the US Army Vets to ensure every FF&V and MRE’s delivery inspection falls within the highest safety regulations.
• Responsible for monitoring Subsistence SPV Contract's (AAFES Bakery, Dairy, Coastal Pacific "Dry", Coca Cola Bottler, FF&V, and MRE) within MCAS Iwakuni and Naval Fleet Activities Sasebo.
• Serve as the Primary Point of Contact for the Japan Area Office Kitchen Equipment Program and backup COR for the Subsistence Program.
• Completed over $40 million on sales between FY18 – Present.
• Currently manage over 55 Military Customers across Japan from FLC Yokosuka, MCAS Iwakuni to Naval Fleet Activities Sasebo.
• Supported over 9,000 Marine / Sailors in Major Deployments to Australia, Philippines, Korea “KITP”, Thailand
“COBRA GOLD”, Bahrain, Guam under different Navy carriers and the 31st Marine Expeditionary Unit plus the Air Force 35th Fighter Squadron.
• Maintain a thorough understanding of Government and commercial approaches to all disciplines involved in program support, including supply, transportation, customs, automation, storage, and inspection, contracting, finance, and others.
• Demonstrated understanding of unique procedures and support to US Navy ships, including loadouts, and multiservice remote locations re-supplied by air and surface shipments, as well as the normal support procedures required for all other customers.
• Provide customers with information on how to utilize the Chemical Petroleum Programs, Gas Cylinder and Closed Loop Re-Refined Motor Oil.
• Responsible for monitoring the servicing and contracts compliance with all contract terms which include Navy, Army, Marine Corps, Air Force, and Coast Guard ordering and receipt, storage, and distribution of all five Troop Support commodities.
• Closely monitor and evaluate KPIs and other customer-oriented metrics to ensure optimal customer support. Identify shortfalls and take corrective actions.
Defense Logistics Agency, Troop Support – Indo Pacific Fairbanks AK (Fort Wainwright)
Forward Logistics Specialist, GS 12
11/2016 – 10/2018
Hours Per Week: 40+
Supervisor: *******.******@***.***
Okay to Contact: Yes
Duties, Accomplishments, and Related Skills:
• Serves as the COR for the Alaska Area Office Subsistence SPV Contract from 2017 – 2018.
• Analyze and manage monthly Subsistence data for Alaska Region, streamlining reports to brief acting Commander of DLA Troop Support.
• Identify solutions to deficiencies/supply chain issues and develop proposals for new or revised process structures to improve performance effectiveness of inventory, quality, packaging, and transportation methods for the 354th Fighter Wing at Eielson AFB.
• Review customer open orders, delivery dates, cancellations, and receipts to ensure the customer is provided all necessary information from Clothing & Textile procurement orders through DLA.
• Exercise the status of open, received, or cancel orders through EBS.
• Completed over $33 million on sales between FY17 – FY18.
• Participated in the logistics readiness of exercise Pacific Pathways outfitting 25th ID within multiple programs from DLA (SOE – Tent / Shelter Program)
• Outfitted 1-501 and 25th ID 4BCT (Fort Richardson) with over $2 million worth of equipment through DLA Special Operations Program to support their OCONUS mission.
• Analyzes future customer demand by communicating with the military on future exercises and reviewing monthly demand data to ensure the customer is fully supported with all supply commodities.
• Conduct in-depth studies and analysis of Service/Agency demand plans and maintains extensive high-level personal contacts, serving as a technical advisor for assigned programs (SOE, MRO, FESE, HEPP, Subsistence PV, and Kitchen Equipment).
• During FY17 brought over 8 new military customers to utilize HEPP, SOE/FESE, and MRO.
• Participate in customer visits bi-weekly planning and review past / present needs; also to ensure customer's understanding of Troop Support commodities, order-to-receipt timelines, and requisition submission requirements.
• Document customer issues through Customer Relationship Management (CRM) tickets, provide resolution to customer requests/issues, and document and provide customers with response to their issues.
• Provided internal and external program status updates to key leaders daily summarizing overall program progress.
• Improved the process for reporting, documenting, and analyzing all program components.
• Monitored and enhanced customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of Defense Logistics Agency (DLA) capabilities.
• Enforced contract compliance ensuring laws and regulations were followed. Defense Logistics Agency, Troop Support
Philadelphia, PA
Tailored Vendor Logistics Specialist, GS 12
08/2007 – 10/2016
Hours Per Week: 40+
Supervisor: *******.*******@***.***
Okay to Contact: Yes
Duties, Accomplishments, and Related Skills:
• Acted as a Primary Point of Contact for the Order Fulfillment process /service to military customers for any logistical Class I issues concerning DLA Prime Vendors and Rations.
• Analyzed and managed monthly Subsistence data for NC, PR, GA Region, streamlining reports to brief acting Commander of DLA Troop Support.
• Fixed over 50,000 order discrepancies and further the procurements to be delivered without any issues throughout EBS and STORES.
• Added and processed over 100 items daily to every AOR base within the contract.
• Analyzed, added, revised, and adjusted historical demand data of 4,600 food items; analyzed collaborative feedback to resolve customer issues, developed/enriched Demand Plans, developed corrective measures, and executed and follow-up on Demand Plan Performance Action Plans.
• Recommended policy, procedures, and regulatory standards for processing customer orders to every customer within the AOR.
• Achieved 100% accuracy in adhering to budget limitations and guidelines through the utilization of logistical and historical data to calculate and forecast future requirements.
• Developed long-range strategic plans for programs meeting acquisition goals.
• Identified and resolved potential issues with vendors, contractors, and subcontractors. E D U C A TIO N
• Doctor of Business Administration (Organizational Leadership) In Progress Northern Central University, School of Business
24 Credits Completed
• Master’s in Business Intelligence 05/2020
Grantham University, School of Science
• Life Cycle Logistics Level II Certified
V O L UN T E E R E XPE R I E N CE A ND CO MM U NI T Y L E AD E R SH IP
• Toastmasters International – Former Club President Philadelphia Defense Speak, July 2014 – Present / Active member in Japan.
• Active member of Non – Profit Organization Puppies Behind Bars (Service Dogs for Veterans)
• Member, Marine Corps League, June 2014 – Present
• Member, American Legion, August 2011 – Present
• United States Marine Corps, Warehouseman, July 2001 – July 2005
• United States Army NG, Cavalry Scout 2007 - 2012
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