Customer Service Quality Assurance

J onathan H azel

**** ***** ****** *****

Glen Allen, VA 23060 US

Mobile: 804-***-****

Evening Phone: 804-***-****

Day Phone: 804-***-****

Email: J ********@***.***

Availability:

Job Type: Permanent

Work Schedule: F ull-Time

11/2010 – 11/2012

Navy Recruiting Dist rict Richmond

Sala ry: 43,000.00 USD Per Year

411 East Franklin Street

Hou rs per week: 40

Richmond, VA

Series: 2102 P ay Plan: GS G rade: 7

Richmond, VA 23219 U nited States

Fleet M anager (This is a federal job)

Supe rvisor : LSC Denzil Kendall 804-***-****)

Transportation POC and government liaison with GSA for acceptance and turn-in of

GSA f leet vehicles. Inspects vehicles upon receipt and turn-in to ensure vehicle

condition is documented; responsible for 205 vehicles. Collects pertinent data on

vehicles and reviews a variety of reports addressing maintenance, vehicle cost, and

f unding projections relating to usage and expenses in order to identify problems for

organizational review with 95% accuracy.

E nsures 100% of drivers possess a valid driver’s license and have completed a safety

skills test. Schedules and/or conducts t raining each quarter (at a minimum) on the

t raffic safety program; utilizing data from state and local police, as well as National

H ighway safety t raining synopsis.

Receives, reviews and validates the monthly GSA billing statement with 100%

accuracy, and resolves billing discrepancies, measured by maintenance receipts (GSA

A IE reports, against the GSA 2529 report). Validates all charges with 100% accuracy

to include monthly lease cost, actual mileage costs, maintenance, accidents and

special service charges.

Prepares monthly and quarterly mileage reports, t racks actual mileage usage for

each assigned vehicle location with 110% accuracy for the billings and for preventive

maintenance scheduling.

Provides outstanding customer service, acting as a liaison between GSA, Commercial

vendors and Navy Personnel.

T raffic Safety Council Chai rman : Responsible for administering quarterly

t raining in all areas of Vehicular safety, and monitoring quarterly t raining for over

350 personnel, maintaining training reports (subject of t raining and attendees),

forwarding summary of t raining correspondence.

10/2007 - 11/2010

Sala ry: 33,450.00 USD Per Year

Hou rs per week: 40

Navy Recruiting Dist rict Richmond

Series: 0303 P ay Plan: GS

Richmond, VA U nited States

LEADS P rogram Assistant

S upe rvisor : M r. John Bowers 804-***-**** extension 154)

First response on applicants for recruiting from inquiries resulting from local

newspapers, direct and other media advertisements; resulting in 200-300 telephonic

responses weekly. Interviewing callers using a defined set of questions, and

conducting conference calls between the applicant and the Navy Recruiter.

Maintains file documentation for all Applicants, review files after applicant processes

i nto the Navy through the Military Entrance Processing Station (MEPS) to ensure all

required forms are correct and in chronological order in the applicants file.

Created a user friendly database, Access driven, to compile all incoming Applicants

f rom first phone call to Contract date (date applicant entered the military). Ensures

a ll Weekly reports are accurate to include phone calls received, number of Qualified

and Interested applicants; as well as how many "not interested" phone calls were

received, Interested but not qualified, and missed phone calls; the compilation of

t hese figures determine the monthly "Cost per Qualified and In terested" lead.

C reated the "Electronic Blueprint Form" (Microsoft Word Template - answers to the

defined questions asked that are forwarded to the Navy Recruiter); for easy access,

better retainability, and easier t racking of all Prospective LEADS (applicants).

Created and manages the 72 hour Feedback Report, and created the 72 Hour

Feedback Flow Chart using Microsoft Excel, and Microsoft Power Point. The report

and charts are the total number of applicants that have been forwarded to the Navy

Recruiters and the number of responses the Navy Recruiters have acknowledged. The

chart is uploaded to Power Point for the Monthly Marketing and Sales meeting. The

charts have been determined to be an accurate account of Cost per Applicant; thus

reducing wasteful spending.

Responsible for the uploading of High School Name list, and College Name list. These

name lists are formatted into an XML format and uploaded into a Naval Recruiting

database, to meet the target "Market ID" required for Navy Recruiting District

R ichmond, VA. During the last 2 Command Inspections; the Market ID required met

and exceeded the National Average.

Created and manages an EXCEL driven database, to show accountability of all High

school and College name lists; to reflect the number list received electronic (via

email), and uploaded to the proper databases, and paper copies received - these copies

a re forwarded to a Contractor for t ransposing to EXCEL. The proper percentages

recorded, and the database forwarded weekly as an accountability tool.

08/2005 - 10/2007

Sala ry: 25,000.00 USD Per Year

Security Business Archives

Hou rs per week: 40

Richmond, VA U nited States

Records Technician

Supe rvisor : B renda Johnson (804-***-****)

Okay to contact this S upervisor: Yes

Contracted position - Philip Morris Operations Center. Responsible for retrieving

p rinted art film to include illustrations of all cigarette materials, printed material

samples, creating digital images for upload into SAP R/3 and Live Link programs,

and recording all data into an electronic inventory program (Backtrack). Use

analytical measures to process monthly status reports ensuring its accuracy.

Created and managed an EXCEL driven Database to target the proper color variation

for a variety of cigarette material; combining 2 non-efficient databases into one more

p roductive, user-friendly database.

Created and managed an EXCEL derived database (Approval media/Printed samples

Accountability Log) - a database used to maintain accurate accountability of all

Approval media (cigarette packaging material - I.E. Fliptop Box, Soft pack, carton

t ransparencies), CD (digital image of packaging material), and Printed samples of

Packaging material; database is sorted by date received, date delivered to Design

specialists, date received from Design Specialists, Date printed samples received, and

date Printed samples are archived.

Created and edited the Security Business Archives/Philip Morris USA Packaging

Services Record Technician Procedures manual. This manual provides precise, step-

by-step procedures of every facet of the title Records Technician as it pertains to

Packaging Services.

06/2005 - 08/2005

Sala ry: 25,000.00 USD Per Year

Security Business Archives

Hou rs per week: 40

Richmond, VA U nited States

Administrative Coordinator

Supe rvisor : David Young, JR (804-***-****)

Okay to contact this S upervisor: Yes

Responsible for processing incoming service requests pertaining to the delivery and

refiling of clients files archived at Security Business Archives; inputting data for

cataloging files and records for all clients.

Detailed attention to programming and maintenance of computer servers and

surveillance equipment.

Responsible for mail delivery, and all UPS, FED EX, DHL deliveries, and the proper

a ligning of the Pitney-Bowes postal meter.

Ensures all daily, weekly, and monthly analysis, and production reports coincided

w ith the production of the couriers for that given t ime.

Ensured all service request were reconciled in a timely manner for end of month

b illing.

12/2003 - 02/2004

Sala ry: 25,000.00 USD Per Year

New D i rections Mo rtgage Company

Hou rs per week: 40

Richmond, VA U nited States

Administrative Assistant

Supe rvisor : Ricardo Edwards (804-***-****)

Okay to contact this S upervisor: Yes

Prepared outgoing correspondences for Loan Officers to include Letters of

Appreciation (for loans granted), Letters of Referral (for clients that referred the

company's service), Pre-Approval Letters, Statement of Denials.

I nitiated prospective client "Credit Reports" for the sole purpose of granting mortgage

loans, and export same onto clients loan application (1003) using the CALYX system.

M aintained monthly Loan Tracker Reports to include 30-day compliance reports

u tilizing Microsoft EXCEL, and initiated weekly updates and distributed to proper

authorities and Loan Officers.

11/2000 - 08/2003

Sala ry: 38,000.00 USD Per Year

United States Navy

Hou rs per week: 60

Norfolk, VA U nited States

Branch Student Wing & Customer Service Supervisor

Supe rvisor : PNC(SW) John Zurenda (757-***-****)

Okay to contact this S upervisor: Yes

Delegated the responsibility of "Command Duty Officer" to supervise 15-20

personnel; assigned work to subordinates, trained, counseled, and rated their

performance. Reward personnel for good performance and took adverse actions

against poor performance.

Kept time and leave records for both military and civilian personnel and was overall

responsible for the attendance criteria for the entire office.

P repared various types of reports and correspondences. Prepared monthly and

quarterly budgetary reports, semi-annual t raining plans and reports, responses to

Congressional inquiries, military and non-military correspondences. Established and

maintained all office files and regulations. Given the responsibility of "By direction"

to sign all correspondences in the absence of the Commanding Officer.

Performed task of Travel Agent; arranging t ransportation for Military members,

dependents, and Civilian employees for both CONUS and International travel, and

acted as "No Fee" Passport Agent. Counseling personnel of the necessary documents

and requirements for the Government "No Fee" Passport.

Performed the duties as Separations, t ransfers, receipts, reenlistment clerk and

section Supervisor. Counselled personnel separating from the U.S. Navy on the

advantages of enlisting in the Navy Reserves after separating from the Active Duty

sector. Ensure all documents pertaining to the separation, transfer, receipt,

reenlistment were processed and forwarded to the Navy Personnel Center in

M illington Tenn.

As Section Supervisor/Quality Assurance Manager; I ensured all documents,

contracts, pay documents, muster reports, leave papers were accurate and submitted

i n a timely manner.

Education:

Petersburg H igh School Petersburg, VA U nited States

High School graduate 06/1981

Job Related T raining:

Microsoft 2003 Office Overview - January 2008

Microsoft EXCEL 2003 - March 2008

Microsoft Access 2003 - May 2008

Affiliations:

American Legion - Post 141

Hobson Lodge #23 PHA F&AM - M aster Mason

N ame Employer T itle Phone Email

(804) 771-

Bernard Waivers 2001 Ext Bernard.Har ris@navy.

H ar ris U.S. Navy Coordinator 146 mil

Commanding (804) 771-

Lee Newton U S Navy Officer 2001 x112 ***.******@****.***

Elizabeth Philip Morris Graphics (804) 274-

Kennett USA Specialist 5475 Indicates professional reference

Additional I nformation:

Awarded Civil Service Employee of the Quarter for 3rd Quarter 2009, 10 consecutive Navy Recruiting

Gold Wreaths, completed Microsoft Suite correspondences to include (Microsoft2007 Word, Excel,

Power Point, Access)

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