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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


Country of Citizenship: United States

SSN: xxx-xx-xxxx



Job Title: Operations Research Analyst, DR-1515-2/3/4

Department: Department of the Air Force

Agency: Air Force Materiel Command

Job Announcement Number: 9X16EHA- xxx-xxx-xxxx 00-XB




Core Competencies

Project Management, Scientific Methods/Techniques Utilization, Problem Analysis, Solutions Development, Interpersonal Relationships Development, Leadership, Training, Personnel Oversight, Collections, Mortgages, Customer Service/Relations, Written/Verbal Communication


Microsoft Office Suite (Word/Excel/PowerPoint/Access/Outlook), Microsoft Project, Windows XP, Emerald and Recovery System, Avaya System, SIF Desk System, SAP, Salesforce, Shaw System



Professional Experience


November 2011 September 2014

Stanley Black & Decker

Towson, MD

Hours per Week: 40

Salary: $37,000 annually

Supervisor: Sonya Murphy Phone: 410.500.1598 May Contact


Information Specialist


Effectively collaborated with systematic tech support on daily basis to troubleshoot any defective products; performed in-depth research toward resolving problems with generators, drills and various saws and tools, among other equipment. Diligently responded to array of incoming emails by taking ownership of problems/issues and resolving them and responded to telephone inquiries with exceptional levels of customer service and support.


Drove updating of knowledge desk and developed various videos to assist customers in remediating problems. Personally selected to train two new hires on operational procedures/company systems and monitored work performance to assure development and maintenance of accuracy and quality assurance. Successfully utilized strengths in developing interpersonal relationships and interfacing with colleagues to assist with planning of various departmental and organizational morale building and employee recognition events.

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Yyyyyy x. yyyyyy Page 2 of 3


September 2006 September 2011

Wells Fargo Bank

Jacksonville, FL

Hours per Week: 40

Salary: $32,000 annually + incentives

Supervisor: Christine Dunning Phone: 904.881.4368 May Contact


Recovery Specialist/Portfolio Management


Held key role in providing departmental support and team direction during tenure that included placing exceptional focus on assuring attention to details of various assignments as well as identifying and resolving array of problems/issues. Successfully employed communication excellence in working with multiple personnel, including serving as team lead for 12 individuals over three-year period and training seven new employees every three months.


Held comprehensive responsibilities for processing critical information required for mortgages and loans; continually worked with customers by researching complex accounts, providing financial consultative advisement and resolving issues or recommending items needed for referrals when discussing loan contracts and other issues. Additionally, on daily basis was tasked with recovering customer loan products including origination mortgages, commercial loans, prime equity, auto/small business/private student loans and lines of credit; also, as required, reviewed multiple documents concerning any fraud cases.


Skillfully updated credit bureau information, retrieved credit files, processed payments for checks/credit cards/ACH debit, provided excellent support for unit management and authored all needed correspondence while managing telephone calls, emails and assorted inquiries. Designed and implemented filing/record-keeping system to improve speed and ease of data retrieval.


Was strong, contributing participant with colleagues in increasing production levels to 120% of goal in spite of announced departmental closing, and exceeded 100% of production target seven of ten periods while transitioning to new production platform.



October 2004 December 2005

Risk Management Alternative

Jacksonville, FL

Hours per Week: 40

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Collector/Financial Advisor


Successfully employed computer software as well as other automated systems in identifying/tracking overdue accounts; worked closely with customers in providing information concerning repaying indebtednesses and developing repayment schedules that aligned with customer repayment capabilities.

Yyyyyy x. yyyyyy Page 3 of 3


November 2002 September 2004

Royal Caribbean Cruise Line

Miami, FL

Hours per Week: 40

Salary: N/A

Supervisor: N/A Phone: N/A May Contact: N/A


Lead Agent/Special Handling Department


Skillfully supported work performance of eight departments as well as individual travel partners; provided excellent assistance with new hire process and panels for twenty new agents on quarterly basis. Designed templates that supported efficiencies in electronic communications with customers and was successful in meeting/exceeding answer and call time requirements and posting a 99% accuracy rate; received numerous letters of commendation and awards for providing highest levels of customer service. Also assisted reservation agent with problem solving and system operation concerning shore excursion calls, developed order-checking process that improved shipped order accuracy by 95% and was responsible for processing and determining approval or denial of 1,345 claims on monthly basis.








DeVry University, Chicago, IL

Bachelor of Science with Business Administration, concentration in Small Business Management and Entrepreneurship, 2016

GPA: 3.2

Semester/Credit Hours: 125


National University, California

Master of Business Administration with Human Resources; in progress

GPA: 3.0+

Semester/Credit Hours: 12

Dean s List Four Semesters


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