Customer Service & Operations Professional (20+ Years)

Karl Hurd PO Box ******

Houston, TX *****

******@*******.***

713-***-**** – C

OBJECTIVE

To utilize my skills and experiences that I‘ve gained in Customer Service Support, Operations, and Manufacturing positions over the past 20 years, coupled with my continued educational background while aspiring to become an integral part within your organization.

SKILLS / HARDWARE / SOFTWARE PROFICIENCIES

SAP Certified Windows ME/98/95 Cisco Appolo Taxation

Assembly Microsoft Office Photoshop IBM AS/400 Accounts Receivable

Imagio Data System SQL Server Linux Logistics Meeting/Event Planning

Microsoft Office Unix Systems QuickBooks Novell Networks Inventory Management

Windows NT/2000XP MAPICS Systems Sabre Bookkeeping Travel Coordinator

Shipping / Receiving Photoshop Adobe Multi-Task Medical Claims Support

PROFESSIONAL EXPIRIENCE

Maintain a Records Management Portfolio for all Southwest Airline Aircrafts administered by Pilots and Mechanics ensuring that all work performed on each aircraft was documented, signed off on, and in compliance with all FAA Regulations.

Inspect work of aircraft mechanics performing maintenance, modification, or repair and overhaul of aircraft and aircraft mechanical systems to ensure adherence to standards and procedures

Scan all maintenance and flight log manifests including all supporting documents into Imagio Database System.

Supervises team of 15 – 25 individuals in a crowd management capacity from preventing unauthorized access in restricted areas, conducting safety and security inspections of people, property, and vehicles, as well as assisting police and public safety personnel as needed.

Supervised, scheduled and organized a team of 15–20 Customer Service Representatives to handle calls, complaints, process resolution, troubleshoot the work flow of inbound call center.

Prepared complex daily / monthly audit reports of inventory for quality assurance and cost analysis utilizing MAPICS Inventory Control System for a National Defense Contractor.

Prepared Training Manuals and Brochures, Job Aids, Product Updates and Procedures, and facilitated Training Classes for new developments, new products and innovations. Also Acted as Documentation Clerk.

Reviewed, summarized, typed, edited, proofread, copied, faxed and distributed documents and correspondence as well as miscellaneous reports for training presentations.

Accounts Reconciliation Rep with client base of $1M of leased customers. Met daily and month end revenue goals. Account Receivables, Accounts Payable, Business to Business Collections, and Invoicing.

Medical Claims Processing. Responsible for resolving Medicare, Medicaid, TriCare, BC/BS billing, claims, and quality of care issues. Knowledgeable of all ICD-9 and CPT Coding procedures in adherence to HIIPA guidelines.

Acted as QA Representative on Process Excellence, Kaizen, Software Development, and Quality Improvement Projects and Team.

Performed under pressure in fast-paced environment possessing excellent problem resolution, organizational, team interaction, interpersonal, as well as written & oral communication skills.

EMPLOYMENT HISTORY

Maintenance Records Analyst, Ultimate Staffing (Southwest Airlines) – Houston, TX 2013 - Present

Event Staff Supervisor, CSC Event Staffing – Houston, TX (Part Time) 2012 – Present

Inventory Control, BAE Systems – Sealy, TX 2008 – 2008

Development Coordinator, Old Skool Organization – Eagle Lake, TX (Part Time) 2007 – Present

Tax Preparer, The Tax Professionals – Eagle Lake, TX (Seasonal) 2005 – Present

Customer Service Supervisor, Vistakon – Johnson & Johnson – Jacksonville, FL 2002 – 2005

Manufacturing/Distribution, Vistakon – Johnson & Johnson – Jacksonville, FL 2000 – 2002

EDUCATION

Certification, Business Management/Travel Advanced Career Training – Jacksonville, FL

Non-Degree, Business Management Florida Community College – Jacksonville, FL

Non-Degree, Computer Science Prairie View A&M University – Prairie View, TX

Diploma Rice High School – Altair, TX

CONTINUING EDUCATION

Management Development Program Leadership Skills for Audit Management

Project Management Tools & Techniques for the Auditor-In-Charge

Problem Solving & Decision-Making Time Management

Assessing Controls: The Right Way To Manage Risk Understanding Diversity

Introduction of Control Self-Assessment Covey’s Seven Habits of Highly Effective People

CSA Facilitation Techniques Zenger-Miller Interpersonal Relationship Skills

Conflict Resolution Managing Diversity

OSHA Safety / Workplace Safety & Health Training First Responder & CPR Training

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