Customer Service Management

Sue A. Noyes

P O Box ****, St. Marys, Georgia ***58, 912-***-****

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

Profile

Motivated, personable business professional with two college degrees and a successful 21-year track record of government employment in the business and human resources arena. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely reports meeting stringent personnel and process improvement guidelines.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.

Skills Summary

Project Management

Report Preparation

Written Correspondence

General Office Skills

Human Resource Mgmt Computer Savvy

Customer Service

Scheduling

Marketing & Sales

Business Process Continuous Process Improvement (CPI)

Accounting/Bookkeeping

Lean Six Sigma Green Belt

Professional Presentations

Professional Experience

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY

Prepare complex reports for multiple levels in government agencies, ensuring full compliance with agency requirements and tight deadlines.

Author professional correspondence to customers and vendors.

Design and deliver series of classes for employees and supervisors on leadership skills, BPR, and CPI

Rapidly learn and master varied computer programs (Microsoft Office, SQL, Crystal Reports, etc.).

Worked as Patient Care Advocate in a call center environment providing customer service dealing with prescription drug benefits. Researched database for patient information and provided assistance as requested by patient.

ANALYSIS/PROGRAM/PROJECT MANAGEMENT

Manage all aspects of MEO processes for NAVFAC-SE and MCRD, Parris Island Facilities Maintenance and Motor Transportation Departments providing support to customers and Chief of Naval Operations.

o Monthly, Quarterly, and Yearly Reporting

o Review staffing levels and make recommendations to upper management.

o Assist in writing and submitting changes to SOPs and various other documents.

o Analyze workload and recommend changes to improve processes.

o Managed training division for >300 employees at Marine Corps Recruit Depot, Parris Island, SC

o Managed various projects for business process reengineering and process improvement utilizing Lean Six Sigma processes and tools.

o Certified Lean Six Sigma Green Belt in 2006 from Coastal Carolina University in Jacksonville, North Carolina.

o Trained and certified in Business Process Reengineering and Process Improvement. Utilized Project Management, Work Load Tracking, Access Reports, and various other software to analyze and nominate processes for process improvements and process reengineering. Served as Team Lead on numerous process improvement studies utilizing Lean Six Sigma and Process Reengineering technology.

BUDGET MANAGEMENT

Managed budget for Business Management department for Navy Working Capital Funds and General Funds employees in excess of $6 million for 2+ years completing financial reports for upper management and working with financial analysts.

Managed budget for training and tuition assistance dollars for 300+ employees for 3 years. Completed financial documents as required and reported to Comptroller for Depot.

Tax Professional for 20+ years preparing complex business and personal tax returns. Worked as a full charge bookkeeper/accountant for 3 years preparing income statements, bank reconciliations, payroll reports, quarterly payroll tax reports, etc. Worked with various accounting softwares.

LOGISTICS

• Worked as supply technician with Trident Refit Facility, Dept of Navy, for 17 years providing supply support for Trident Submarines and tenant commands aboard Naval Submarine Base Kings Bay, GA. Processed purchasing requests for services, equipment, supplies, materials, etc. and expedited requests from cradle to grave. Provided quality control support ensuring inventory controls and system management controls are maintained within 95% accuracy. Served as a member representing the supply department in the testing and design of the NEMAIS project (SAP/ERP) in Norfolk, VA in 2001-2002 to ensure the needs of TRIDENT Refit Facility were represented and the program would fit those needs with little to no interruption or delay in support of the Trident submarines.

• Worked as Management Analyst for 5+ years providing analytical support to Naval Facilities and Engineering Command and Marine Corps Recruit Depot Facility Maintenance and Motor Transportation Departments. Validated process improvements and reported to Department Heads and Commanders of Agencies.

• Worked as Sales Professional for Belk for 10+ years part-time in various departments. Performed opening and closing procedures including balancing cash register, preparing reports as required, verifying inventory, and keeping assigned work area neat and orderly.

Employment History

EXPRESS SCRIPTS, INC. PATIENT CARE ADVOCATE (CALL CENTER), 2011-PRESENT

NAVFAC-SE, NAS, JACKSONVILLE, FLA. MANAGEMENT ANALYST, 2007-2009

MCRD, PARRIS ISLAND, SC, MANAGEMENT ANALYST, 2004-2007

TRIDENT REFIT FACILITY, KINGS BAY, GEORGIA. SUPPLY TECHNICIAN, 1988-2004.

Education

University of Phoenix – Phoenix, AZ, currently pursuing DBA.

BRENAU UNIVERSITY – Gainesville, GA

MBA in Project Management, 2010 GPA: 3.0

BRENAU UNIVERSITY – Gainesville, GA

Bachelors in Human Resource Management, 1997 GPA: 3.8/4.0

References __________________________________________________________________________________

• David L. Patrick, Labor Relations, FLETC, Brunswick, GA., 912-***-****

• Charlie Rosenbam, Management Analyst, NAVFAC-SE, 904-***-****

• Lynne Jacobs, Management Analyst, MCRD, Parris Island, 843-***-****

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