Customer Service Supervisor

Antonette D. Peterson

**** ****** ******** **., **** 201

Riverview, Fl 33578

Mobile phone: 254-***-****

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

Country of Citizenship:

United States

Availability:

Job Type: Permanent

Work Schedule: Full-Time

Work Experience:

Health Care for Reentry Veterans

Veterans Affairs Homeless Program

Waco, TX US 10/2008 - Present

Salary: 41,886.00 USD Per Year

Hours per week: 40

Program Support Assistant

Supervisor: Warren Pearson 254-***-****)

Okay to contact this Supervisor: Yes

Duties: Works closely with Psychology, Mental Health, and Social Work staff. Provides administrative support to two (2) Reentry Specialists. Records and transcribes meeting minutes for Mental Health Committee and staff meetings. Autonomously composes numerous letters to Veteran offenders and sends community resources to meet individual needs. Manages Specialist’s calendar of meetings and contacts. Revises and publishes Texas Guidebook for Incarcerated Veterans (http://www.va.gov/HOMELESS/docs/Reentry/09_tx.pdf). Crafted Excel worksheets to track Veterans seen, progress notes entered by Specialist, case management, offender letters, domiciliary applications and referrals. Arranges conferences for Texas Reentry Specialists via VA Nationwide Teleconferencing System. Crossed-trained in Management Analyst budget duties. Served on interview panel for selecting network employees.

Prosthetics Service

Waco VA Medical Center

Waco, TX US 03/2006 - 10/2008

Salary: 35,595.00 USD Per Year

Hours per week: 40

Prosthetic Clerk

Supervisor: Bernadette Kiser 254-***-****)

Okay to contact this Supervisor: Yes

Duties: Created and mailed Home Improvement Structural Alterations approval, denial and bid letters to Veterans and contractors. Independently composed and faxed letters to vendors for quotes. Assisted purchasing agents in equipment and supply procurement. Stock-issued prosthetic items to inpatient, outpatient and Blind Rehabilitation Veterans; entered items into patients' record. Ensured correct Veteran disability, equipment and supplies compliance codes. Consulted with finance section to determine prosthetic item costs and budget allocation. Managed stock levels of blood pressure machines, CPAP equipment/supplies, wheelchairs, canes, diabetic shoes, etc. Barcoded all supplies and equipment. Managed Waco VA Oxygen Program; assisted with Temple VA Oxygen Program (verified items and costs; balanced VA/contractor tally sheets). Completed and forwarded consults to appropriate services (i.e., Kinesiotherapy, Orthotics Lab, Physical and Occupational Therapy). Created national contract compliance worksheet for verifying codes, pricing and vendors. Conducted quarterly inventories of blind rehab and prosthetic items. Received and mailed prosthetic items utilizing US Postal Service, UPS and FedEx Service.

Health Administration Service

Waco and Marlin VA Medical Center

Texas US 05/1999 - 02/2006

Salary: 28,819.00 USD Per Year

Hours per week: 40

Primary Care Clinic and Admissions Clerk

Supervisor: Cynthia J. Hunt and Elaine Kunkel (retired)

Duties: Interviewed and registered Veterans for health care benefits. Assisted Veterans in filing claims with Veterans Service Representative and/or Waco Regional Office. Completed Release of Information (ROI) duties; printed progress notes, test results, etc. for Veterans. Managed appointments for outpatient veterans. Provided assistance with medications in person and over phone. Handled high volume phone system in addition to courteously assisting Veterans with appointments, consults, prescriptions and claims information. Processed, verified and completed doctors' orders in a timely and accurate manner. Entered consults to prosthetics, fee basis and other VA medical centers. Collected and entered current insurance information. Compiled workload report utilizing statistical reports along with leave and overtime reports to be submitted to chief of service. Assisted displaced Hurricane Katrina victims (Veterans and their families). Arranged patient transport via ambulance to emergency room per doctors’ orders; processed patient transport packets and arm bands. Narcotics Inspector for medical center. Trained new employees in clinic procedures. Served as timekeeper. Recorded/transcribed minutes of staff meetings. Audited patient files and agent cashier.

Nutrition and Food Service

Marlin VA Medical Center

Marlin, TX US 04/1995 - 04/1999

Salary: 19,407.00 USD Per Year

Hours per week: 40

Secretary

Supervisor: Rita Kleypas 254-***-****)

Okay to contact this Supervisor: Yes

Duties: Requisitioned subsistence and supplies from outside vendors and warehouse, ensuring proper delivery days, quantity and pricing. Maintained quarterly subsistence inventories on formulated Excel worksheet. Prepared inventory and workload reports. Coordinated installation and removal of equipment. Maintained fund control accounts for supplies and equipment. Maintained worksheet for current patient roster, admission dates, and reassessment dates for inpatient dietitian. Assisted five (5) dietitians to include Chief of service with reports, memorandums and charts. Conducted patient satisfaction surveys. Created patient education pamphlets utilizing Microsoft Publisher. Supervised two (2) summer volunteers in office procedures and clerical duties. Recorder for nutrition and safety committee meetings. Timekeeper for food service staff and dietitians. Narcotics inspector on Pyxis drug dispensing machine (direct contact with Pharmacy and Nursing employees. Able to troubleshoot computer problems.

Logistics Service

Marlin VA Medical Center

Marlin, TX US 11/1993 - 04/1995

Salary: 16,900.00 USD Per Year

Hours per week: 40

Supply Technician

Supervisor: Bill Williams (retired)

Duties: Project Coordinator for VA Renovate Wards project. Researched items from numerous sources (i.e., catalogs, company representatives, CD Rom). Ensured project related supplies and equipment were properly screened and approved regarding controls, safety, impact cost, utility and space. Prepared purchase orders for non-expendable equipment and supplies. Maintained fund control accounts on all equipment including project equipment. Established and met schedules for delivery and/or installation of equipment, furnishings and supplies. Coordinated project phasing and activation of occupancy with appropriate personnel. Arranged for necessary product demonstrations and obtained procurement data such as catalogs, specifications, pricing, etc. for requesting service. Assisted services in identifying departmental needs and project activation equipment within budgetary restraints. Responsible for equipment inventory and barcodes of same. Utilized excess equipment procedures to ensure that all excess was offered to VA and GSA in appropriate time frames. Assisted contract personnel in researching costing of products on government contracts. Procured expendable supplies for medical center.

Education: McLennan Community College Waco, TX US

College Coursework Completed 05/1982

GPA: 3.625 of a maximum 4.0

Credits Earned: 60 Semester hours

Major: Business/Marketing Minor: Fashion Merchandising

Relevant Coursework, Licenses and Certifications:

• Sociology and Psychology courses

• Phi Theta Kappa, 1981

Marlin High School Marlin, TX US

High School or equivalent 05/1978

GPA: 4.0 of a maximum 4.0

Relevant Coursework, Licenses and Certifications:

• Office Education Association, 1977-78

• Perfect Proofreading Award, 1978

• National Honor Society, 1977-78

Job Related Training:

• Health Eligibility Center Training, 2011

• Microsoft Office Outlook Training, 2007

• Timekeeper Training, 2006

• Microsoft Excel Training, 2003

• Customer Service Training, 2002

• Computerized Patient Record System Training, 2002

• PowerPoint Training, Temple College, 2000

• Material Management Training, Houston, 1994

Awards:

• Outstanding Performance Ratings - 2010, 2009, 1997

• Incentives Awards - 2010, 2009

• Special Service Awards - 2005, 1998, 1995

• Time-off Awards - 2002, 1997, 1995

• Spot-cash awards, 2004, 2005

• VA Newsletter Contest Award, 2005

Affiliations:

St. Jerome Catholic Church

Waco VA MOVE Program

References:

Name

Employer Phone Email

Timothy Ayers Waco VA Prosthetics Service 254-***-**** *******.*****@**.***

Ludi McAuley

South Texas Veterans Health Care System

210-***-**** ****.*******@**.***

Brian M. Bailey

Natural Resources Conservation Service

254-***-**** *****.******@**.****.***

Additional Information:

• Possess exceptional customer service skills

• Expert at proofreading and editing material for publication

• Self-starter, multi-tasker, detail-oriented

• Excellent written and verbal communication

• Highly proficient in Internet research, Microsoft Word, Outlook, Calendar, Excel, Publisher and PowerPoint (training complete)

• Possess strong organizational and time management skills

• Dependable, positive attitude, independent

I certify that I can type 60+ words per minute and that the information within this resume is accurate. Thank you for this opportunity.

Contact this candidate