Operations & Customer Service Leader with 21+ Years Experience

Kelly Heath

*** ********** **. ******** *****, VA 23452 757-***-**** *********@*****.***

Professional Summary

Results-driven Operations and Customer Service Manager with over 21 years of experience in logistics, government operations, IT Support Call Center, security, customer service, and high-volume retail environments. Proven ability to lead both hourly and salaried teams, optimize productivity, and implement process improvements. Experienced in cross-functional collaboration, transportation responsibilities, data analysis and reporting tools. Also, specializing in auditing, inspection, documentation, decision-making, and managing large-scale operations with a focus on safety, compliance, and efficiency. Certified in Six Sigma (Yellow Belt), FEMA emergency operations, and Microsoft systems. Adept at working in fast-paced environments with variable demands and delivering measurable results in service excellence and operational outcomes.

Professional Experience

Operations Specialist – GSA Logistics, U.S. Navy

• Managed end-to-end supply chain functions from acquisition to disposal, ensuring inventory accuracy and regulatory compliance.

• Utilized data analytics to identify performance gaps, implement corrective actions, and track outcomes through KPIs and reporting dashboards.

• Trained and motivated cross-functional teams to uphold performance standards and safety regulations in alignment with government mandates.

• Led large-scale logistics projects aligned with federal operational goals, driving efficiency, safety, and sustainability across departments.

Norfolk, VA 2023 – Present

Security Personnel – MSC, U.S. Navy

• Collaborated with HR and legal departments to ensure personnel and access protocols met security and clearance requirements.

• Contributed to security policy development and site safety initiatives across federal facilities, supporting compliance and audit readiness.

• Performed secure background investigations, facilitating clearance processes and ensuring on-time onboarding in secure environments.

Norfolk, VA 2022 – 2023

Shipper/Post-Closing Specialist – Southern Trust Mortgage

• Utilized internal software systems to track loan status and support daily production goals in a high-volume environment.

• Interfaced with stakeholders across departments to ensure on-time funding, reducing processing delays by streamlining document workflows.

• Oversaw time-sensitive mortgage closings, verifying compliance with federal and state requirements while maintaining strict accuracy.

Virginia Beach, VA 2019 – 2022

Veterans DRC Processor – Intellectechs

• Managed multiple claims simultaneously while meeting tight timelines and maintaining 98% accuracy standards.

• Worked collaboratively with Veterans Service Organizations (VSOs) and medical professionals to clarify documentation requirements.

• Applied federal adjudication procedures to validate medical exam necessity, improving claim accuracy and processing efficiency.

Virginia Beach, VA 2018 – 2019

Customer Service Representative – Modern Matter

• Handled order tracking, returns, and billing disputes in alignment with quality assurance standards and performance metrics.

• Identified recurring service issues and proposed process improvements to management, resulting in faster resolution times.

• Provided exceptional service via multiple channels, resolving up to 50+ customer inquiries per day regarding orders and product details.

Virginia Beach, VA 2024 – 2025

Receptionist – Portfolio Recovery Associates

• Assisted with data entry and compliance records for audits, ensuring documentation met organizational and legal standards.

• Developed meeting materials, maintained supply inventory, and supported executive coordination for internal initiatives.

• Managed high-volume administrative support for HR operations, including scheduling interviews and onboarding sessions.

Norfolk, VA 2017 – 2018

Certifications and Licenses

Microsoft Certified Application Specialist (MCAS)

Computer Training Certified

Secret Clearance

Sales Associate Certified

Present Lean Six Sigma Yellow Belt June 2021 to Present

Driver's License

Food Handler

Microsoft Certified Application Specialist – Systems Proficiency

DCJS Armed/Unarmed/Arrest Authority – Security & Compliance

FEMA Leadership, Emergency Management, Workplace Security – Risk Readiness

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