Customer Service Program Coordinator

MICHAEL JORDAN

***** ******** **, ******** **, **503 · 228-***-****

**********@*******.*** · linkedin.com/in/Michael-Jordan-2a0358158 I have worked for the United Stated Government from 1987 to present both on active duty enlisted Air Force to now as a GS civilian. My experience level in administration is of a management level with a diverse background in customer service and computer repair/programming.

EXPERIENCE

DATES FROM APRIL-MAY2018 KEYHOLDER 26HRS WEEK

DOLLAR GENERAL STORE

Performed lead afternoon and night’s leadership to cashiers and stock personnel. Closed out cash-handling and business operation for the day and performed night audit and closing procedures.

Customer service point of contact for all situation and including but not limited to complaints, overrides, security.

Responsible for stocking and recapturing the store during evening shifts. Programed cash registers to receive updates and rotating sales items. DATES FROM MAY-SEPT 2018 SALES ASSOCIATE 28HRS WEEK DILLARDS CLOTHING STORE

Assisted customer with clothing needs in Men’s clothing and apparel. Performed cash-handling, customer account updates, refunds and payments. Arranged clothing displays, updated stock levels, and assisted customers online ordering. DATES FROM FEB 2019-PRESENT (GS-06) 40hrs

UNIT PROGRAM COORDINATOR, USAF

Supports Security Forces Commander and provide customer service that are applicable to DOD laws and policies and responsible for all command directed programs. Manage various systems to ensure they are current, accurate, and ensure the processes are completed. Scan documents for storage or retrieval as Squadron Air Force Records Information Management System (AFRIMS).

Utilize various word processing advanced software functions (i.e. Microsoft Office products such as Word, Excel, power point, and Outlook) as Unit Program Coordinator. 2

Maintains compliance with established procedures for file management and appropriate search logs, accomplish training and award operation rights to section appointed operators in accordance with AFI 33-322, and the Keesler Air Force Base Installation Records Management Plan.

Demonstrates the ability to identify, analyze, and translate complex information, make appropriate judgments, and evaluate options concerning unit readiness. DTS/CITYBANK squadron monitor update, track and process travel vouchers for official travel and serves as an approving official for Government Purchase Card (GPC) transactions.

Knowledge of federal planning policy and guidance to include publications applicable to the functional area

Serves as the resident subject matter expert for all mandated administrative support programs and skilled in fact-finding, problem analysis, problem resolutions, and development of concrete action plans to solve problems. Serves as the organizational point of contact and liaison with the personnel flight on military and civilian personnel issues.

Monitors personnel action requests, tracks personnel, manpower, and training transactions as documentation flows through the office and provides status reports to management. Assists in planning, administering and monitoring manpower resource requirements with knowledge of structure, programs and work methods of organization for personnel/manning issues.

Provides advice and guidance to staff in the organization on administrative, clerical, and procedural requirements and possess the ability to plan and organize management programs and functions of an organization.

Ability to gather, analyze, and present facts, communicate effectively, using tact and courtesy and possess the ability to plan, organize work, and meet deadlines. DATES FROM JUL 2014-FEB 2019 (GS-06) 40HRS

MENTAL HEALTH TECHNICIAN, USAF

Provide support services in psychiatry, psychology, social work, substance abuse prevention and rehabilitation, and mental health programs for adults and youth. Coordinates mental health service treatment, escort patients to and from appointments, assist in discharges, patient security and safety screening. Access mental health problems and behaviors and assist with treatment to ensure that policies and procedures governing mental health care are maintained. 3

Strong ability to communicate effectively both orally and in writing, and skilled in conducting effective training.

DATES FROM DEC 2012- MAR 2014 (NAF-IV) 40HRS

ASSISTANT CLUB MANAGER, YOKOTA AFB, JAPAN

Manage 106 personnel and exercised supervisory personnel management responsibilities. Directed, coordinated, and oversaw work through subordinate supervisors to ensure comprehensive fire, safety, sanitation, security, environmental and occupational health programs.

Training manager and section POC for FOODTRAC, Cash Handling, SafeServ and occupational safety conducted regular training classes’ ensured accurate certification. Performed self-inspections and documents deficiencies and operational problems and initiates corrective action and management strategies to improve operation effectiveness. Part of my regular duties to brief personnel on safety, security, personnel management, and EEO regulations, practices and procedures during in-processing and able to ensure compliance with maintenance, security and safety of records, reports, files and information ensures applicable assets and interests are protected. Excellent communication skills always ensured communication both up and down the chain of command and able to administer support activities (e.g., timekeeping, travel, security, safety, move coordination, manpower, budgets, personnel actions) for an organization.

Review personnel action requests for compliance with policies and procedures and analyze administrative programs to improve processes and procedures Planned and submitted division financial (appropriated and non-appropriated funds) budgets to the Services Director for approval and operates within those parameters, unless otherwise directed.

Adept at analyzing manpower problems including making recommendations for reduction or increasing staff levels based on studies and ensure the overall achievement of the most equitable, fair, cost efficient and effective approaches to operating the various activities and programs.

Displayed the ability to plan, organize, and direct the functions and mentor, motivate, and appraise the staff of an organization through subordinate supervisors and respond personally to complex and delicate problems having implications on overall policies and procedures.

As safety manager I have knowledge of established safety and occupational health, and knowledge of safety program responsibilities, principles, practices, procedures, laws, and 4

regulations related to the safety program, risk assessment methods, and techniques for evaluating occupational safety and health risks.

Poses a bachelor's degree from an accredited educational institution authorized to grant baccalaureate degrees AND at least 24 hours in business-related courses in the following fields: accounting, business, finance, law, contracts, purchasing, economics, industrial management, and marketing,

Assigned work, defines priorities, selects and recommends applicants for hire, evaluates performance, recommends pay adjustments/awards, provides or recommends training, approves and/or disapproves leave requests, initiates corrective actions, and recommends formal corrective/disciplinary actions as warranted. DATES FROM SEP 2011- NOV 2012 (GS-09)

ADMINISTRATIVE ASSISTANT, SOCIAL SECURITY ADMINISTRATION Acted as the principal assistant to the Hearing Office Director (HOD) and the Hearing Office Chief Administrative Law Judge (HOCALJ).

Primary liaison between the Hearing Office Director (HOD) and the Regional Office

(RO) on administrative management concerns.

Managed budget execution and formulation as well as personnel administration, procurement of supplies and approval and validation of purchased supplies, contract administration with local vendors.

Daily utilization of the ability to analyze routine network problems and recommend solutions

Installed new servers in both main and satellite computer rooms with a knowledge of the procedures and techniques necessary to gather, synthesize, and draw conclusions regarding trend analysis to prevent future server downtown. DATES MAR 1987- APR 2011

MILITARY CAREER

Represented the Force Support Squadron with a variety of installation and organizations. Meets with key customers and coordinating officials to assess customer satisfaction, explain organization policy, and resolve significant problems. Reviewed and analyzed programs continuously, conducts activity visits to ensure activities maintain equitable and consistently high standards of performance and customer service in the management and operation of their programs. Knowledge of a wide range of federal and agency deployment/mobilization concepts, principles, practices, procedures, regulations, and laws applicable to the full range of UDM management responsibilities.

5

Professionally and aggressively worked towards the achievement of meeting program standards and achieving accreditation status. Flexible to adjust and identify, on a continual basis, areas for potential improvements or more efficient services and establishes objectives toward that end.

Knowledge of methods, procedures, and skills in evaluating and performing deployment operations to identify and meet deployment requirements. As Lodging, Fitness, Food Service and Mortuary Affairs Superintendent I established, defined, and implemented requirements for Sustainment Services programs to ensure operations are in line with regulatory and fiscal requirements, support goals, and mission requirements.

Trained as Sustainment Flight Chief while on active duty planned, organized, and oversaw the activities and able to assumes the duties of the manager within the department in his or her absence.

Skilled in developing goals and objectives that integrate organization, creates, shapes, and maintains a positive work environment through policy, communication, training, education, enforcement and assessment and skilled to work with the MWR Director to prepare long range plans to ensure supplies, equipment, funds and facilities are available to efficiently operate programs.

Lead five projects and developed standards and specifications for new and renovation type construction projects as project manager and worked with Contracting Officer’s Representative in overseeing of minor and major construction, renovation and alteration projects to ensure completion in compliance with contracts or project milestones, when needed.

Served as Technical Advisor for Memorandum of Agreement/Understanding

(MOA/MOU) which require support to/from external agencies and also written those for day to day operation as a Flight Chief.

DATES JAN 07- MAY07

AT&T CALL CENTER/TEIR TWO

Performed customer service and technical support for incoming calls. Resolved connection and provisioned new accounts for networking connections. Scheduled in-person equipment installs and cabling. EDUCATION

DEC2012

BACHELOR SCIENCE, WESTERN INTERNATIONA UNIV

6

OCT 2009

ASSOCIATE OF SCIENCE: HOTEL, FITNESS, FOOD SERVICE AND MORTUARY AFFAIRS

Community College if the Air Force - Barksdale AFB MAR 2002

Computer A++ certification

Ramstien, AB, Germany, Communication Squadron

SKILLS

• Administrative and Customer service

background

• Service and Detailed oriented

• Strong work ethic

• Dynamic, friendly

• Personnel, contract, and inventory mngt

• Natural leader Conflict resolution

techniques

• Marketing and advertising Results-

oriented

• List one of your strengths

• Results-oriented

• Conflict resolution techniques

• Diverse background

ACTIVITIES

As an administrative assistant I worked with and in a diverse organization that believed in putting people first. I also have volunteered in the local community assisting the elderly with food drives and clothing donations to give back and food lines.

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