Customer Service Representative

Beatrice Foster

Upper Marlboro, MD ***** • 301-***-**** • ***********@*****.***

Professional Summary

Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Experienced Logistics Manager proficient at monitoring operational pulse to deliver relevant information to all major internal customers and stakeholders. Accustomed to working with multiple entities to achieve business goals for logistics efficiency, cost containment and contract integrity. Works quickly and maintains focus while providing top-notch customer service. Competent Logistics Manager offering wealth of experience in maintaining proper product rotations and ensuring compliance with government regulations.

Skills

Customs Compliance

Shipping Documentation

Supplies Inventory

Shipping and Receiving Operations

Logistics Oversight

Documentation

Team Management

Mentoring and Training

Shipping and Receiving

Logistics Management

Special Experiences Qualifications Certifications

PMI, Project Management Professional (PMP) certification #495707 (inactive) Work History

Customer Service Representative Supervisor (CSRS), 02/2018 to Current Gateway Ventures Inc

Provides logistical support for Man Transportable Robotics Systems (MTRS) Foreign Military Sales

(FMS Case AT-P-FAB), Joint Service Explosive Ordnance Disposal (JSEOD), Robotics, Navy Expeditionary Combat Command (NECC) and Underwater monitoring and tracking outstanding maintenance actions and logistics tracking application with reporting to Naval Surface Warfare Center (NSWC)

Interacts with government lead and Integrated Product Team (IPT) on Catalog Order and Logistics Tracking System (COLTS) inventory management, data entries, shipping, receiving, and MK2 Robot configurations and failure tracking

Conducts COLTS user training and retraining

Initiates and updates user accounts

Provides help desk support via email and phone

Creates and submits ad hoc queries, data analysis, and reports as customers require Updates and submits IUID tracking data

Performs COLTS database entries and imports for JSEOD, Robotics, NECC and Underwater supply chain and maintenance activities, receipt and configuration of new equipment, requisition processing, shipping, and receiving, failure reports, work order creations and processing, return material authorization (RMA) requests, and engineering changes and upgrades Worked with the program manager, users, and team to streamline procedure and process map to remove redundancies for processing system and Depot Level Repair Parts (DLRP) failures and replacement for Man Transportable Robotics System (MTRS) program Performs monthly review and reconciliation of maintenance and supply chain database actions to validate data integrity

Provides weekly IPT meeting minutes and action item updates Reviews and submits historical DLRP data to assist in repair or scrap decisions Researches and resolves mismatch data between users, customer, vendor, suppliers, shipping agency, warehouse, and COLTS

Provides monthly metrics and meeting minutes for the Australian MTRS Support Tele-Conference Meeting Minutes with action item tracking

Worked with the program manager to streamline procedure and process map to remove redundancies for the destruction of secured hard drives Decision Support System (DSS) program Review and reconcile maintenance and supply chain database actions monthly for the NSWC program office

Wrote process documentation for monthly logistics status report for Naval Information Warfare Center (NIWC) Integrated Product Team (IPT) Configuration and Data Process Manager. Resolved escalated customer service inquiries and complaints to maintain satisfaction. Coached and mentored service representatives to deliver polite, professional customer interactions. Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Small Business Owner, 09/2015 to 12/2023

Binky's Vapes, LLC

Promoted business via social media to generate leads and maximize brand identity. Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.

Fulfilled customer shipping needs by completing all purchase orders and customer invoices. Devised processes to boost long-term business success and increase profit levels. Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.

Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.

Interviewed and hired ideal candidates to assist with logistics and tasks of business. Demonstrated product presentations to prospective customers to showcase features, benefits and value.

Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Sr. Program Manager (XLA Contractor), 05/2010 to 09/2015 Department of Homeland Security (DHS/ICE)

Providing project support to 11 Program Managers supporting 25 program offices by preparing, processing, tracking and mitigating all requisition packages for PBX, cabling, circuits, hardware, software, labor and services

Lead a team to provide process flow and testing information and documentation to Remedy Application developers to create modules to account for equipment and project request from the requestor through award and delivery; used SharePoint as document repository Liaison between program managers, engineering and acquisition on purchase order status and tracking, technical reviews, market research, brand name justification and other changes Selected as the lead to provide process information to Remedy Application developers to create modules to account for equipment and project request from the requestor through award and delivery

Implemented and streamlined team intake processes and procedures to support major management issues and the demands of the customer for visibility and status Decreased our process lead/lag times through cross training and intake process streamlining Provide monthly budget reports to 11 Program Manager for 21 program offices on all projects for all of DHS ICE HQ and field locations

Reconstructed the procurement tracking log to allow for tickler notification at acquisition specified milestones

Created and initiated administrative management quality control check list that assisted in reduction of errors

Implemented a project and program checklist for all project related requests Evaluated, analyzed and constructed the Information Technology Service Request (ITSR) Website to provide customer friendly information, story boards, process time periods and status Coordinated user acceptance teams and testing of the ITSR Remedy module Provide use cases and findings to the Remedy development team and senior management Updated and reconstructed the ITSR procedures with process flow diagrams Initiated the use of SharePoint as our main records and project requisition repository Trained the ITSR team in multiple ways to use SharePoint for document collaboration, sharing and storage

Established communication channels between the ITSR team, field users, acquisition, architecture, security and senior management that better served the customers in all locations Established management and accountability procedures for the two group mailboxes that allowed team members to track their work

Team Lead managing the process for IT purchase and ICE project requisitions Received high praises from the program offices as being the best process team in the last eight years.

Logistics Wireless/Telecom Program Manager (Contractor), 07/2006 to 05/2010 Transportation Security Administration

Provided intake and order management process and services to TSA for conferencing, paging, Plain Old Telephone Service (POTS), and Government Emergency Telecommunication Services (GETS) through GSA

Implemented intake process and procedures for the wireless group that saved OCIO an estimated

$60,000 per quarter in phone service and equipment fees Managed the project to re-write the Claims Management System software project documentation for integration with TSA technology

Led a team that procures voice and data circuits, telecommunications, and satellite services, using the Federal Technology Service Contract (FTS-2001) process Managed the work and team necessary to provide telecommunications' circuits, and wireless networking devices to 450 airports and facilities under TSA area of responsibility Implemented intake process and procedures for the wireless group that saved OCIO an estimated

$60,000 per quarter in phone service and equipment fees Managed the project to re-write the Claims Management System for into TSA technology Led a team that procures voice and data circuits, telecommunications, and satellite services, using the Federal Technology Service Contract (FTS-2001) process Provided intake and order management services to TSA for conferencing, paging, Plain Old Telephone Service (POTS), and Government Emergency Telecommunication Services (GETS) through GSA

Performed liaison duties between GSA, outside vendors, and the in-house user community on technical information necessary for required services Managed requests for service intake mailboxes that filled 90 - 105 orders per day through GSA and FTS-2001 vendors and contractors

Managed wireless property accountability, ordering, destruction process, new equipment fielding process and performance

Managed the following wireless programs: SPOT, ASASP, TSI'S and Site Swaps Interacted with our government customer daily, gathering information, expectations, and priority needs

Provided project management support for TSA IT systems Simultaneously managed multiple projects, initiatives and tasks Coordinated the accomplishment of customer projects tasks by translating/clarifying customer requirements and facilitating delivery resolution

Assisted in the development of TSA enterprise 'e-Tagging' system that allows users to assign appropriate NARA file code and other metadata to all MS-Office documents that are designated as

'official records'

Provided overall IT management for the migration of TSA's Financial System from the DOT/FAA Delphi System to the Coast Guard Financial System

Coordinated the migration of the Claims Management System (CMS) from an off-site vendor location into the TSA infrastructure.

Operations Analyst, 05/2005 to 03/2006

Imrossive Technology

Operations Analyst for Defense Security Service (DSS) managing their Intranet, which provided up-to-date organizational information to the public per FOIA requirements for security clearance- related issues

Researched and answered customer-service questions and provided updated information on frequently asked question

Organized and prepared files and records per the National Archives and Records Administration

(NARA) and DSS regulatory guidance

Ensured proper destruction and preservation of the Public Affairs Office files Prepared briefing books for senior staff members to present to Congress; attended hearings to gather information for the organization

Managed the Defense Security's protocol and distinguished visitors program. Logistics Supervisor, 06/2004 to 05/2005

Honeywell

Update Integrated Logistical Support Plan (ILSP) document and performed the necessary management duties to support 25 sites with logistical support services and IT needs Analyzed government-issued task lists to determine IT logistical and equipment support needs for local and field locations; made recommendations that best supported the customers' mission critical needs

Coordinated financing for stock purchases, packaging, and shipping through use of the Just-in-Time (JIT) automated tracking system using Access and Excel databases Coordinated work tasks for subordinates and performed the necessary management duties to support 25 sites with logistical support services and IT needs Accounted for purchased property and government furnished equipment (GFE) per government regulation

Analyzed government-issued task lists to determine IT logistical and equipment support needs for local and field locations; made recommendations that best supported the customers' mission critical needs

Coordinated financing for stock purchases, packaging, and shipping through use of the Just-in-Time (JIT) automated tracking system, Access, and Excel databases Constantly monitored and retrieved information from Remedy databases and responded to requests for services and equipment

Translated customers' IT and service support needs to suppliers, shippers, packers, and site representatives

Reviewed and performed shipping quality checks for Northrop Grumman's IT logistical support operations.

Logistics Manager, 09/1995 to 12/2003

U.S. Army

Researched government regulations and local policies to reestablish local procedures for property disposal and redistribution, saving the community $15,000,000 through reuse of excess property Prepared local property destruction SOP and administered daily operation of two major warehouses with an estimated property value of $40 million, for receipt, storage and destruction of property

Liaised with property managers and suppliers on customers' requirements for support services, supplies and IT equipment needs

Provided management and administrative support oversight by reviewing documentation for requests of hardware, software, office equipment, furnishings, vehicles, COMSEC communication equipment and services worth over $5.5 million

Coordinated and analyzed procurement requests submitted for the impact card purchase and request contracts (PR&C), and MIPR's

Served as an advisor in logistics to the Deputy Chief of Staff for the intelligence community; selected as the liaison to provide secured IT and COMSEC equipment to secured sites throughout Europe

Provided management and administrative support oversight by reviewing documentation for requests of hardware, software, office equipment, furnishings, vehicles, COMSEC communication equipment and services worth over $5.5 million

Re-established a strict documentation and file management process system for ordering, receiving, tracking, and shipping organizational and intelligence property from the supplier to the user for four separate property books valued at over $30 million, per Army regulations Indulged in extensive coordination with the local property and security managers on usage, accountability, equipment servicing, purchases, use and destruction Liaised with property managers and suppliers on customers' requirements for support services, supplies and IT equipment needs

Coordinated and analyzed procurement requests submitted for the impact card, purchase and request contracts (PR&C), and MIPR's

Selected as the First Sergeant for the 293rd Support Battalion as junior of the senior non-commissioned officers

Managed teams consisting of 4-65 soldiers and civilians in direct support of Base Operation and support missions for 15,000 members in the community Provided a command climate that encouraged subordinate leaders and soldiers to grow and develop professional goals and skills

Conducted tough and realistic training that fully supported the unit's mission Coordinated and providing mission support to the Battalion's Reception Staging and Onward Movement Mission for rail, convoy, and air operations to deployed sites. Logistics Manager

U.S. Army

Managed all installation property for the Heidelberg Community for 26th Area Support Group Administered daily operation of two major warehouses with an estimated property value of $40 million in addition to three community fuel locations Researched government regulations and local policies to reestablish local procedures for property disposal and redistribution, saving the community $15,000,000 through reuse of excess property Revamped and developed petroleum operational procedures Conducted inspections and provided technical assistance to over 400 customers on fuel and property accountability, reuse and disposal procedures Initiated, developed and executed training programs for our community customers that assisted them in accounting for their property more efficiently Germany

APO, AE 29109, SGM Frank Reeves (Retired), 757-***-****, (Contact yes) Accounted and managed 264 vehicles, 208 CORIMEC shelters, IT equipment, subsistence and expendable supplies worth over 3.5 million in Bosnia and Heidelberg Interacted with the regional contracting office and the units on needed support services, equipment and supplies; ensured all requisitions were prepared and processed in a timely manner Tracked vehicle disposition, maintenance, and disposal reports Investigating vehicle damage reports; making recommendations on future use, repairs, and replacements

Assisted the area property manager in obtaining 100% accountability of lost or destroyed government property

Planned transportation support services and equipment needs for the NATO entities to and around Bosnia

Coordinated transportation by convoy, train and air, provided proper supporting personnel, services, and equipment

Selected as a member of the advance party for NATO's deployment to Bosnia. Education

BS: Management, 01/2003

University of Maryland - Heidelberg Germany

GPA: 3.5

MS: Project Management, 01/2004

University of Maryland - Collage Park, MD

GPA: 3.8

Security Clearance

SECRET (U.S. Citizen)

Contact this candidate