Customer Service Management
Resume:
Vanja Lapsinski
*********.*****@*****.***
Objective
Motivated individual, seeking a position that will allow me to utilize my extensive work experience in an environment that demands strong, organizational, technical and interpersonal skills.
Summary of Qualifications
• 10 years work experience with US Armed Forces, Department of Defense Contractors and Department of State Personnel.
• Excellent knowledge of MAXIMO,Steam,SOW (including Appendix F), SOW related reports, priorities and work flow.
• Proficient in Microsoft Word, Excel and Adobe applications.
• Audits with QA/QC, Mayor Cell and Government Representatives
• Ability to take initiative and works well with a team as well as independently.
• Knowledge and self-audit of Work Instructions and DOP
• High level of attitude for any issues regarding Safety in work area
• Conducted Quality leadership Visit and Safety Leadership visit with in other departments
• Possess good telephone etiquette and ability to work under tight deadlines.
• Recognized by upper management for leadership abilities, strong communication skills and knowledge of duties in addition to consistently receiving excellent performance evaluations.
• Dedicated, conscientious, likable, determined and motivated to advance within any environment.
Work History
Customer Service Specialist- KBR Al Asad, Iraq
April 2008 – Nov 2011
• Completes daily reports, reviews for accuracy and distributes to appropriate personnel. (Project Leads, PMO Facility Operations, Site Management , Steam Ops, Service Desk)
• Utilizes Maximo Work Order Tracking programs and processes which includes, but is not limited to, facilitating clients with completion of all service order/ maintenance requests and properly dispatching appropriate departments (Plumbing, Electrical, Carpentry, HVAC, etc.) for completion.
• Assist with QA/QC, Mayor Cell and DCMA audits in Department.
• Conducts training for new Service Desk/Trades personnel. Ensures compliance with departmental Work Instructions, Desktop Operating Procedures and Standard Operating Procedures.
• Performs quality assessments of Area of Operation (AO) through self audits; pinpointing any deficiencies and formulating resolutions; participates in Continuous Process Improvement forums.
• Supervises 8-10 subcontracted employees. Recording and reporting all timesheets/payroll; accountable for distribution as well as reporting any discrepancies to Subcontracting Management Office.
• Actively participate in meetings with the client/customer and address issues, ensuring the company’s and the client’s interests are met while maintaining a positive relationship.
Billeting Technician- KBR Al Asad, Iraq
November 2007 - April 2008
• Maintained 100% accountability all billets, to include daily inventory and inspections of all keys and equipment required to maintain each unit as an operational dwelling.
• Assisted with RIPs (Relief in Place)/TOA (Transition of Authority); aiding military units with the transition in/out of housing.
• Trained billeting staff, ensuring their knowledge of duties and responsibilities in accordance with DOP and SOP standards.
• Facilitated Service Order/Maintenance requests by phone, email and in person to determine the client/customer’s needs, making certain their requests were dispatched to the respective departments for completion in a timely manner.
• Effectively worked under minimum supervision.
Interpreter - Northrop Grumman Bosnia- Herzegovina
Jun 1997- October 2003
• Provided translation and dictation for US and NATO troops in support of SFOR.
• Primarily responsible for educating over 450 soldiers on the customs and traditions of Bosnia throughout their deployment.
• Accountable for administrative functions consisting of interpreting documents and scheduling appointments.
• Consistently recommended as a top translator.
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