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Customer Service Quality Assurance

Location:
Yulee, FL
Salary:
17
Posted:
July 21, 2023

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Resume:

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Belinda G. Dumond

***** ******** ******* ***

Fernandina, FL 32034

Mobile: 252-***-****

Email: adyfyz@r.postjobfree.com

Email: adyfyz@r.postjobfree.com

Work Experience:

Associated Couriers

7255 Salisbury Road Suite 3, Jacksonville, Fl

06/2022 – Present

Overnight Logistics Coordinator

· Operating dispatching software to ensure all routes are properly assigned. Utilize dispatch software nightly to transform shipment data into routes. Customer Service focused. Always making the right decision for the customer. Negotiating pricing with contracts, customers and drivers. Aware of DOT throughout the US (various states) due to being responsible for all locations in the US for delivery and pick up at various facilities.

· Monitor driver electronic logs, driver scorecards, and E-log hardware. Skillful at direct conversations with drivers and peers to provide constructive feedback for improvement. Following-up from the day prior on any deliveries that were not successfully closed out. Communicate with Hospitals, Hospice, Assisted Living facilities to ensure smooth transactions for customers. Dispatch/Monitor a variety of delivery services ranging from delivering medical specimens, hazardous materials, e-commerce, retail logistics, pharmaceuticals, and final mile consumer products.

· Completion of specified daily reports, utilizing data validation and manipulation into Excel. Data validation and manipulation in Excel Utilize dispatch software daily to transform shipment data into routes Customer Service focused. Maintaining the warehouse which included pulling items and preparing them for shipment or assigning a driver within Florida. Operating forklift shrink wrapper machine. Operating forklift safely and regarding all guidelines and safety requirements. Customer-oriented transportation team member with proven safety skills and impeccable driving history. Log daily activities, coordinate customer documentation and collect payments to meet record-keeping requirements. Responsible for operating a forklift to move, stack, load, and unload materials in warehouses, construction sites, manufacturing plants, and other industrial settings.

Paris Island Marine Corp Recruiting Depot Department of Defense Bldg. 450 Room 105, Parris Island, SC

05/2018 – 12/2021

Facilities Maintenance Assistant

· Reporting maintenance and repair problems into Maximo, to assist with repairs as needed within a timely manner. Convert service requests into work orders, and assign urgency then route to the correct department to perform the repairs/maintenance, etc. Ordering supplies and parts for work orders while maintaining the government budget. Negotiating pricing to maintain price scope on contract/work order.

· Receive all incoming calls from customers and the S-4’s, create work orders the route to the correct department. Answer questions and advise next steps for creating a service request. Execute effective facilities to maintain policy, procedure, responsibilities for, maintenance, and repairs for the base.

· Establish time frames for work performance, labor, time, parts, supplies and input details into Maximo database. Keep the Work Induction Board abreast of open work orders that may need additional funding, parts, and supplies before approval or closing of work orders. Omega World Travel Call Center

325 White Street, Jacksonville, NC

08/2017 – 05/2018

Government Travel Consultant

·Submitting data/requests into Aircraft Personnel Automated Clearance System (APACs), Automatic Trip Request Information Process

(ATRIP), Defense Travel System (DTS), theater clearance/country clearances, and assistance in the development and routing of Anti- Terrorism Force Protection Plans

· GDS experience, skills in order to create domestic and international reservations to include air, hotel, rail, and ground transportation

· Serves as the Area Federal Agency Travel Administrator (FATA) and resource manager for the e-Travel system. Responsible for loading, up- 2

dating, and maintaining system lines of accounting, budgets, and reports. Analyzes and interprets Federal, Departmental, and Agency policies and procedures related to travel, relocation, and travel systems affecting the fiscal management of area activities. Bureau of Land Management Department of Interior

5001 Southgate Drive Billings, MT

11/2015 - 04/2017

Grants Management Specialist

· Identify who is responsible at key stages during the grants process, discuss the legal authorities governing federal assistance programs. Coordinate with the Division of Financial Planning and Management to determine appropriate budgetary controls in Galaxy, e.g., cost factors and filters rules.

· Provide technical assistance on pre and post award administrative requirements. Discuss audit requirements applicable to recipients of federal funds.

· Process, Overview, Application Receipt, Initial Screening. Making Final Selections, Award Terms, Negotiation, and Notification, Federal Awardm my$

Document Contents, Award Terms and Conditions.

Department of Veterans Affairs Tallahassee National Cemetery 5015 Appalachian Parkway, Tallahassee, FL

06/2015 - 11/2015

Program Support Assistant

· Perform and assist in the administrative functions vital to the mission of the National Cemetery.

· Maintain records on points of contact in order to obtain input on related administrative matters pertaining to office related administrative needs.

· Analyze budgetary and financial data and make recommendations to the Financial Administrator for improving financial management systems and procedures consistent with financial plans, policies, and timetables. Naval Hospital Camp Lejeune Healthcare Contracts Material Management 100 Brewster Blvd, Camp Lejeune, NC

10/2014 - 12/2014

Contract Surveillance Representative

· Act as the liaison between the contractor and contracting office. Creation, modification and final evaluation for close out of assigned contract.

· Inspect, monitor and ensure all requirements of the Healthcare Services Contract are met. Review of duties, authority limitations, form completion, and reporting requirements.

· Create and modify while maintaining a current copy of the contract together with contract modifications which may be issued. Implement a Quality Assurance Surveillance Plan (QASP) and record the results of each quality review. Naval Training and Professional Development and Technology Center (NETPDTC) 6490 Saufley Field Road, Pensacola, FL

04/2014 - 09/2014

Financial Technician

·Daily processing of fund administration duties for the Tuition Assistance Financial department.

· Assist enlisted and officers from the Department of Navy, Marine Corps, and Coast Guard.

· Perform duties necessary to accomplish the full range of military, tuition assistance indebtedness pay actions with a full understanding of the accounting and budget processes to determine the effect on accounting and collections. Material Management Contracting Dep. Naval Health Clinic Department of Defense 10651 E. Street Building H100 Suite A046, Corpus Christi, TX 08/2012 - 11/2012

Contract Monitor

· Contracting Officer’s Representative (ACOR); perform duties that include management of personnel and non-personnel service contracts assigned to the command. Procure contracts for fulfillment of obligated openings with faculty.

· Monitor and verify shifts and hours of service provided. Keep accurate time keeping records and establish payment for invoices rendered 3

through Wide Area WorkFlow (WAWF). Track leave balances, LWOP, and unused hours for submission of Unobligated funds at contract close out.

· Maintain all files, contracts and databases as per the SOP. Respond to all correspondence, emails and needs in relation to contracts and contract completions and renewals.

Public Works Facilities Maintenance Department of Defense 1005 Michael Road, Camp Lejeune, NC

12/2008 - 07/2012

Office Automation Contracting Technician

· Perform office automation duties, including USMC MAXIMO Database Maintenance and work order modification. Use the management database system; design and insert formulas into spreadsheets, report progress development reports, word processing and a variety of clerical functions.

· Implement contract funding regulations and requirements in order to assure availability of funds for open ended contracts and to guard against double payment for fixed price work. Ordering supplies and parts for work orders while maintaining the government budget. Negotiating pricing to maintain price scope on contract/work order.

· Knowledge of NAVFAC contract administration procedures and regulations. Knowledge of quality assurance standards. Develop, type, edit, format and print a wide variety of documents for office staff, including correspondence, technical reports, organizational proposals, justifications, technical notes in accordance with established guidelines and procedures. Camp Lejeune Disbursing Fiscal

10 McHugh Blvd. Building #10, Jacksonville, NC

09/2008 - 12/2008

Financial Technician

· Performed various duties involving the handling of financial documents. Receiving, logging, sorting and distributing a variety of incoming and/or outgoing financial documents.

· Verifying, balancing, or completing documents to allow further processing, researching and balancing documents or data and initiating corrective action to balance or complete documents.

· Coordinate with external/internal departments to resolve out of balance situations. Compiled figures, maintained records, and prepared reports. Disbursement of government funds by processing a variety of pay actions for assigned civilians and military personnel. III Mef Disbursing Fiscal Office

Camp Foster Okinawa Japan

02/2006 - 02/2007

Lead Financial Technician / Deputy Officer

· Performed various duties involving the handling of financial documents. Receiving, logging, sorting and distribution of a variety of incoming and/or outgoing financial documents.

· Verifying, balancing, or completing documents to allow further processing. Researched and balanced documents or data and initiating corrective action to balance or complete documents. Coordinated with external/internal departments to resolve out of balance situations.

· Proficient at developing a salary and expense line item budget for an office or work unit. Proficient at reconciling financial reports with office expenditure records in order to determine the accuracy of charges and status of funds.

· Supervised the delegated work to the Accounts Payable Division, subordinate accounting technicians in the accomplishment of technical work in accordance with policy, directives, regulations, and reporting requirements. Gregory Poole Power Systems

1500 Sensation Weigh

Beaufort, NC

09/2003 - 02/2006

Service Administrator / Dispatcher

· Assist technicians in opening work orders to support Field Service Operations (verify customer account, job and component codes, warranty status, and enter into mainframe) Verify product improvements via Caterpillar corporate web security.

· Review, update, and close work orders. Separate work order packets and maintain a work order filing system (collection and maintaining all work order authorization forms). Identify and route appropriate warranty documents to the warranty department.

· Collected time, calculated hours checking for accuracy in time, customer number and work order number, makes corrections, and enters 4

time worked for payroll into payroll software. Calculated meal and outside purchase expenses / expense reports. Log into expense sheet, bills to work orders, codes for payment and routes to Service Manager for approval. Education:

Defense Acquisition University Camp Lejeune, NC

Major: Contracting Division

Relevant Coursework, Licenses and Certifications:

COR certified. Contracting Officer Representative (COR) Training. Defense Acquisition University. CLC106 COR Mission Focus, CLC004 Market Research, CLC006 Contract Terminations, CLC007 Contract Source Selection, CLC011 Contracting for the Rest of Us, CLM003 Ethics Training for Acquisition Technology and Logistics, CLM013 Work Breakdown Structure, CLM024 Contracting Overview, FAC030 Post Competition Accountability, CLC055 Competition Requirements for DOD Acquisition, CLC013 Services Acquisition, CLC133 Contract Payment Instructions, CLC206 Contracting Officer's Representatives in Contingency Environment, CLC222 Additional Online training for Contracting Officer's Representatives .

Craven Community College New Bern, NC

Associates Degree

Major: Business Management

East Carolina University

Bachelor Degree

Major: Business Administration

Job Related Training:

CXT Dispatcher ID, Medspeed, Google Docs, Microsoft Office 365, Expert in Excel creating spreadsheet, creating fillable documents in word, Forklift, Shrink Wrap, Pallet Jack, Loading and Unloading, Inventory Management, Order Processing and Cooperative Agreements Certification 01/15/2016, Grants Monitoring and Cooperative Agreements Certification 01/15/2016, COR certified. Contracting Officer Representative (COR) Training. Defense Acquisition University. CLC106 COR Mission Focus, CLC004 Market Research, CLC006 Contract Terminations, CLC007 Contract Source Selection, CLC011 Contracting for the Rest of Us, CLM003 Ethics Training for Acquisition Technology and Logistics, CLM013 Work Breakdown Structure, CLM024 Contracting Overview, CLC133 Contract Payment Instructions, CLC206 Contracting Officer's Representatives in Contingency Environment, CLC222 Wide Area WorkFlow (WAWF), SLDCADA, Time Tracker, JKNO, Quality Assurance Training, Performance Assessment Training, CVS (Contractor Verification System) U.S. Marine Corps MAXIMO, MAX, Freelance, IFMS/FFS, Budget Automation Software (BAS), DDS Training, Trafficking Training, 3270 IATS RAPTRS CashLink, ISO Training, EDA Caterpillar, DBS Software Training 2003, Six Sigma Training 2005, Type 55 wpm. DDS, 3270, IATS, RAPTRS, EDA, CVS, EDA, TAA, ISS-FF, Ceridian Payroll, Hummingbird, Auto-Cad, AS Mapics System, Peachtree, Lotus 1-2-3, Lotus Notes, Lotus Approach, Word Perfect, UPS and Federal Express software, various office equipment. References:

Name Employer Title Phone Email

Marie Ilderice

Associated Couriers,

LLC,

Overnight Logistics

Coordinator

904-***-**** adyfyz@r.postjobfree.com

James Miner

Facility Maintenance

Public Works Division

Facility Maintenance

Supervisor

843-***-**** adyfyz@r.postjobfree.com

Matt Rosso

Public Works Facility

Support Contracts

Service QSR 910-***-**** adyfyz@r.postjobfree.com

Additional Information:

AWARDS: Facility Support Contracts Public Works: Created a software tracking and scanning system that allowed office personnel to be able to go onto the shared server and locate and print archived files reducing paper costs. Office then became paperless. Was awarded for the creation and idea of this system. Created Excel workbooks for Quality Services Representatives (QSR) to be able track and monitor quality and daily monitoring on contractors and sub-contractors. Trained QSRs to be able to use spreadsheets created for contract quality and monitoring. Was awarded for the creation and idea of this system. Trained more than five employees for the receptionist position for this office. During times when no person was in the receptionist/payroll position I maintained my regular duties along with the reception/payroll duties for months at times until the position could be filled.



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