Jerry Osmond has over 2 years of management experience leading teams to meet customer needs. He has a proven record of being a strong team player and resolving customer issues using verbal and written communication. Osmond is proficient in Microsoft Office applications and has experience troubleshooting hardware, software, and information systems. He has a Bachelor of Science degree in International Business and a minor in Japanese from the University of Nebraska-Lincoln expected in August 2016.

1. JERRY OSMOND
601 S 18th Street Apt. 201
Lincoln, NE 68508
(402) 219-4904
jerry.osmond@yahoo.com
SUMMARY
 Two years of management experience leading and coaching a team of employees to meet customer needs.
 Instrumental in resolving customer issues on a daily basis using both written and verbal communication.
 Proven record of being a strong team player, both as a leader and as a subordinate.
 Proficient in Microsoft Office applications.
 Professional experience trouble shooting hardware, Microsoft Windows 7/8 software and, information systems.
EDUCATION
University of Nebraska-Lincoln
Bachelor of Science: Business Administration, expected August 2016
Major: International Business
Minor: Japanese
Southeast Community College-Beatrice
Associates of Arts, March 2010
Major: Business Administration
EXPERIENCE
Dell, Lincoln Nebraska - Client technical support for Burlington Northern Santa Fe Railway, (BNSF)
August 2014-present
 Help team meet monthly BNSF service level agreement goals such as percentage of abandoned calls, average
length of call, and average call wait times.
 Dropped monthly average call times from 10 to 8 minutes by quickly answering questions of co-workers.
 Lowered call wait times by being adept at quickly finding answers and providing solutions to customers daily.
 Improved team knowledge by helping create and edit internal Word Forge documents.
 Reduced abandoned call rate from 8% to 5% by working with multiple internal BNSF and Dell teams to resolve
outages and emergencies quickly.
Horizon Holding, Inc. Burger King, Beatrice and Lincoln, Nebraska
Assistant Manager - July 2012-August 2014
Crew Leader - October 2010-July 2012
 Enhanced store’s profitability by monitoring store’s speed of service, sales, and labor percentage by running
reports hourly.
 Increased customer satisfaction though quick and effective resolution of concerns.
 Consistently dropped 10 seconds off monthly speed of service times by motivating crew with praise and rewards.
 Raised retention rate of store by over 20% by listening to employees’ ideas for store improvements.
 Routinely met monthly cash over/short goals of 1.5% by using reward systems for perfectly balanced registers.
 Used Excel daily to create profitability reports for upper management.
EXTRACURRICULAR ACTIVITIES
Global Friends of Japan
Club President 2011-2013
 Rebuilt the club from only 5 members to over 80 active members.
 Organized multiple student/community activities with the Asian Community Center.
 Worked with other student organizations to raise nearly $10,000.00 for Tokoku earthquake and tsunami relief.