Customer Service Project Management
Resume:
JACOB HILL
Braselton, GA 417-***-**** *********@*****.***
SUMMARY
Military Veteran leveraging 11+ years directing, evolving, and coordinating personnel and resources to meet internal and external requirements while adhering to and enforcing policies and procedures and maintaining alignment with the organization's culture. Demonstrates a capacity to manage concurrent operations, projects, programs, and financials, developing solution-oriented tactics and rolling out cost-efficient operations while encouraging performance enhancement of cross-functional teams. Comprehensive background in project management, program analysis, logistics support, strategic planning, process improvement, resource allocation, team building, conflict resolution, and cross- functional leadership. Capacity to achieve measurable results while leading multifaceted teams in fast-paced, high-pressure circumstances producing written deliverables and successfully meeting organizational objectives on schedule and within established parameters. SKILLS
WORK EXPERIENCE
LOWE'S HOME IMPROVEMENT
Gainesville, GA
Fulfillment Operations Team Lead 05/2023 - 11/2023
• Led and coordinated the fulfillment pickup team, ensuring timely and accurate processing of customer orders, which resulted in an increase in customer satisfaction scores for the service
• implemented efficient order handling and communication strategies, significantly reducing wait times and enhancing the overall customer fulfillment pickup experience
• Trained and mentored team members in customer service and order fulfillment protocols, leading to an improvement in team efficiency and performance
• Collaborated with the inventory and sales departments to ensure product availability and accurate order fulfillment, contributing to a reduction in order discrepancies
• Managed and resolved customer inquiries and issues regarding fulfillment orders, demonstrating exceptional problem-solving skills and a commitment to customer service excellence. UNITED STATES ARMY
Fort Benning, GA
Training Instructor 10/2020 - 02/2022
• Experienced and dynamic Basic Combat Training instructor with excellent communication, management, and team-building skills
• Able to design and implement a variety of training programs for multiple purposes
• Comfortable adapting teaching methods and styles to appropriate audiences. UNITED STATES ARMY
Fort Benning, GA
Senior Drill Sergeant 11/2018 - 10/2020
• Microsoft Office 365: Outlook
Word Excel Power PowerPoint
• Google Workspace: Gmail
Calendar Docs
• Technology
• Communication skills
• Active listening
• Human resources
• Schedule coordination
• Report writing
• Documentation
• Leadership
• Teamwork and coordination
• Time management
• Mentoring
• Records Management
• Multitasking capacity
• Attention to detail
• Problem solving
• Conflict resolution
• Risk management
• Management
• Project coordination
• Project management
• Project leadership
• Strategic planning
• Organizational management
• Process improvement
• Personnel operations
• Logistics oversight
• Logistics expertise
• Logistics coordination
• Analytical skills
• Reliability
• Computer skills
• Task delegation
• Adaptability
• Professionalism
• Computer networking
• Data analysis
• Custom service
• Organizational skills
• Served as a Senior Drill Sergeant in an Infantry Basic Combat Training (BCT) Company; responsible for individual training, supervision, and development of 40-60 Initial Entry Training Soldiers per 14/22-week cycle; responsible for ensuring that standards are met to provide the U.S Army with disciplined, physically and morally fit Soldiers, competent in warrior core task, who can fight and win regardless of the situation; coordinates and integrates logistics, maintenance, and safety in all platoon operations; as well as accountability, serviceability of individual and organizational equipment valued in excess of $250,000. UNITED STATES ARMY
Fort Campbell, KY
Unit Movement Officer 08/2015 - 10/2018
• Plans, organizes and supervises the movement, deployment and redeployment of Army personnel and equipment.
• Coordinates deployment and redeployment issues with joint, Army and commercial agencies.
• Provides technical interpretation and guidance on the implementation and use of transportation automation systems.
• Coordinates training of unit personnel on the elements of unit deployment and redeployment operations.
• Advise and assist commanders and staffs on deployment and redeployment operations.
• Designing and planning for area of operations (AO), and facilities by developing plans for efficient space utilization to accomplish military objectives.
• Ensures project documentation is complete, current and stored appropriately.
• Interact with 3rd party personnel to determine programming requirements.
• Update and maintain space inventory database and deliver status reports.
• Develop graphics and presentations to illustrate facility planning options. UNITED STATES ARMY
Fort Campbell, KY
Squad Leader 03/2014 - 10/2018
• Rifle Squad Leader in a light Infantry company; responsible for the welfare, fitness, morale, and discipline of nine Soldiers; responsible for the individual training and maintenance of their equipment, primary instructor, and advisor in the matters of tactics, personnel management, and junior leader development; directs squad tactical employment during offensive and defensive operations; responsible for the accountability and maintenance of all assigned equipment worth more than $250,000
• Acted as the company's Unit Prevention Leader (UPL); maintains and executes the installation Urinalysis Program; develops and implements a random sampling schedule to maintain 10 percent testing; ensures fair and random testing of all personnel, including tenant units; obtains and stocks materials; coordinates and conducts urinalysis testing; ensures collection, storage, and shipment of samples are in compliance with DoD policy; maintains a positive chain of custody; trains unit assistants in the collection, packaging, and recording process; enforces the Army's zero tolerance drug policy.
• Deployed to Afghanistan in support of operation Enduring Freedom / Operation Freedom Sentinel September 2014 - June 2015
• Deployed to Afghanistan in support of operation Freedom Sentinel October 2016 - July 2017. UNITED STATES ARMY
Fort Hood, TX
Infantry Fire Team Leader 10/2012 - 02/2014
• Team Leader in a mechanized infantry company; responsible for the welfare, fitness, morale, and discipline of a four-man Team; responsible for the individual training and maintenance of their equipment; primary instructor and advisor in the matters of tactics, personnel management, and junior leader development; directs Teams tactical employment during offensive and defensive operations; responsible for the accountability and maintenance of all assigned equipment worth more than $55,000. UNITED STATES ARMY
Fort Hood, TX
Infantryman 10/2010 - 10/2012
• Operates both mounted and dismounted to close with and destroy the enemy, employs, operates, and maintains assigned weapons and equipment, employs proper dismounted movement techniques, cover, concealment, and camouflage as part of a dismounted team
• Performs basic communication functions and operates platoon communication equipment Constructs individual fighting positions
• Collect and reports tactical information as a member of combat or reconnaissance patrol Assists in target detection, identification, and round sensing. As well as Assist in the breaching of minefields and obstacles.
• Deployed to Iraq in support of operation New Dawn June 2011 - December 2011 Deployed to Kuwait in Support of operation Spartan Shield January 2012 - June 2012. EDUCATION AND TRAINING
HIGH SCHOOL DIPLOMA Marionville High School, Marionville, MO 05/2010 REFRENCES
James Robinson 573-***-**** *****.********@*******.*** VOLUNTEER WORK
Volunteers in the local community and with the PTSD Foundation of America, mentoring fellow veterans participating in Veterans Treatment Court within the Piedmont Judicial Circuit in Georgia. Actively supports and guides other veterans through their recovery and legal journey, drawing from personal experience and training.
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