Nathan C. Gilbert Email & Phone Number

San Antonio, Texas Metropolitan Area

I am in a split role to provide administrative and intelligence support. To the Mission Support Specialist (Office Manager), I support with Fleet Management, Inventory Management, and daily operations/administration. I also support the Senior Intelligence Analyst and case Agents through research and background investigations focusing on interdiction through all-source analysis.• Intelligence support using computer databases, electronic spreadsheets, desktop publishing (e.g. Accurint, NCIC, Pen Link, ARCGIS, I2 Analyst Notebook). I develop summary reports to analyze criminal activity, establish any criminal relationship, and present the reports to expand the criminal investigations. • Research, compile, and summarize data on case targets and draft reports of analysis, link charts, and assist with threat assessments. • Expand single target research to groups and/or criminal networks as directed, developing a nexus to known targets. • Proactively attend higher level and recurrent training and review instruction materials, manuals, and guides to expand knowledge and skillset.• Vehicle Control Officer support through Fleet Management system monitoring record updating and maintaining general required vehicle maintenance.• Collateral duties of local program coordinator of SLOT (State and Local Overtime) program, Inventory Management, and MEDPAR (Detainee Medical) program.

Del Rio, Texas, United States

After developing the training program, I promoted to the Team Lead and supervised an intel team of 2-5 persons of the Del Rio Joint Operations Intelligence Center, housed in the USBP Sector Headquarters, producing multi-source intelligence products. We focused on border related criminal activity, the local networks, and conspiracies related to alien/narcotic/contraband smuggling, gang activity, and specific target research.• Supervised the collection, reporting, product development, and dissemination of multi-source intelligence products, including HUMINT, OSINT, and IMINT.• Delivered program briefings to law enforcement and military partners of the JOIC program, criminal activity, and regional trends. Acted as the lead representative in sector meetings and teleconference calls.• Coordinate enforcement and interdiction strategies with law enforcement partners through information sharing, trend analysis, and future scope projects. • Coordinate research projects to develop scope, objectives, and completion, including future anticipations based on current activity.• Assisted with long-range planning, operations goals, and continuity of operations plan development.

De Rio, Tx

As the subject matter expert, I promoted into the role of the Training Manager, where I developed and managed the core training program, documenting the SOPs, including new hires and recurrent training, and the procedure for responding to ad-hoc intelligence requests.• Identified production inefficiencies and made key recommendations for process improvement, to mitigate data integrity issues, and develop best practices. • Researched and identified innovative manners of data utilization, third party tools, or data sources to enhance analytical production reporting. Trained team as applicable to new tool development and implementation. • Liaised with local agencies to develop needs and scope of research, improve information sharing, interdiction strategies, systems/processes training, and emergency response coordination. • Managed the development and updates to the SOPs and Continuity of Operations Manual to current business processes. • Established as an expert in local and regional gang activity.

Texas

• Using a GIS databases, internal law enforcement databases, and open-source research, recorded border related criminal activity and events to develop summary, visual and statistical reports of the 11-county operational area.• Coordinated all source research projects, collections, and analysis into detailed graphical charts, tables, target maps, or statistical intelligence products for higher-grade intel agents and specialists and to brief regional trends, area impacts, and emerging threats.• Developed regional threat assessments related to human/contraband smuggling trends, gang activity, and other emerging threats or trends.• Supported law enforcement operations with target research, network link analysis, and trend analysis for surge operations and targeted enforcement.

Texas, United States

Austin, Texas, United States

• Coordinate operational readiness and effectiveness for the Texas Maritime Regiment, a force of approximately 200 personnel. • Conduct operational assessments and analysis to ensure component can meet the deployment strategy and mission capability as set.• Prepare senior level reports related to operation readiness.• Assist in in planning and execution of readiness exercises.

Huntsville, Texas, United States

• Advise commander staff on matters concerning troop welfare, health, and morale, ensuring the Commander knows what enlisted matters have arisen and actions taken (as appropriate). • Manage and guide the development of non-commissioned officer staff, a team of forty personnel, through successive training and mentoring. • Assist in short-range and long-range planning (Training, Operations, DSCA Response, and Recruitment/Retention), goal development, and plan of action.• Supervise and analyze training procedures, facilities/equipment, and troops in order to improve skill sets and efficiency. • Lead or assist the Commander in personnel misconduct investigations, fraud investigations, or violations of SOP, Texas Code of Military Justice, or criminal law as necessary; documenting findings and actions.• Assist in fleet management of boat team, secondary inventory manager to unit, and fund manager of unit funds. • Manage and coordinate projects specific to increase unit success, assist in operational planning and training, and manage project completion. • Ensure individual professional development of senior NCO and junior NCO, that training requirements are met; both job specific related and professional military education.• Reviews activities of subordinate non-commissioned officers, and initiate appropriate corrective action for discrepancies noted, documenting successes along the way.• Counsel senior enlisted personnel and develop a plan of correction action as needed. • Work with the Recruiter staff to meet recruitment goals, increase retention of troops, and assist in the development of plans to ensure the success recruiters.• Conduct Safety Briefing prior to Missions/Training, ensure all personnel understand safety measures and emergency responses.

Huntsville, Texas, United States

• Manage personnel records of unit level staff (60 personnel), from initial enlistment to transfer/discharge. • Train subordinates on administrative actions and completion of administrative records.• Primary point of contact for all potential applicants, answering general questions to onboarding of new applicants. • Work with the Headquarters Recruiter staff to meet recruitment goals, conduct exit interviews to assess overall program satisfaction, and make recommendation for troop retention.

Huntsville, Texas, United States

• Primary point of contact for all potential applicants, answering general questions to onboarding of new applicants. • Responded to potential applicants of approximately 50 per month, developing strategies to increase success of recruitment.

Houston, Texas, United States

• Manage personnel records of unit level staff (60 personnel), from initial enlistment to transfer/discharge.

Houston, Texas, United States

• Manage personnel records of unit level staff (60 personnel), from initial enlistment to transfer/discharge. • Worked with IET (Initial Entry Training) Program, established unit level records and files of all applicants attending the training. Complete assessments and certificates for individuals graduating.

Houston, Texas Area

I promoted to the Customer Services & Sales Department, becoming the Operations Manager of a multi-lingual customer service call center department of 70+ support representatives and 3 supervisors, with an average monthly volume of 80,000 calls and email support. • Managed the daily operations of the center, including work force management system, (WFM), to include the hiring, scheduling/staffing, payroll, the training department. • Managed the "Cancellation" project, completing a back-end project, which achieved a “temp staff” reduction of six contract agents (savings of ~$280,000 annually), revenue processing of ~$25,000 monthly, and ~80% reduction of invalid "sales.”• Managed "Return" (refund) application project, setting specific rules and requirements, completing a log-term project, and led to the discovery and cessation of $10,000+ weekly fraud.• Analyzed kiosk billing (financial) reports to identify customers/credit cards suspected of fraud, trends of fraud, and develop solutions to mitigate impact.• Analyzed operations reports and implemented specific time keeping requirements that resulted in the reduction of time theft, lost production hours, and increased productivity rate of front-line agents to the industry standard. • Re-designed the training program to decrease attrition (from 500%+ annually to ~125% annually), meet SLA (answer average of 90% in 90 sec), and improve overall call handling abilities of agents.• Implemented call QA monitoring and management which to increase the overall service level satisfaction of customers through key re-current training. • Project Leader of documenting of Business Rules, training guidelines, and call handling to transition department to partner company during site shutdown.

Houston, Texas Area

I managed the daily operations 15 in-house technicians supporting 2200+ self-serve kiosk-based DVD rental machines in 22 states and Canada, resolving 800+ trouble tickets and 1,000+ support calls weekly. • Identified the key business functions, established a clear mission, and expected performance metrics to build (planning, developing, and staffing) the Kiosk Support Services department from the ground floor to achieve maximum uptime and revenue generation of rental kiosks. • Developed and wrote departmental SOPs, developed new-hire and advanced training program with & QA measurement, and implemented a Continuous Improvement environment. • Project Manager to implement SAP Plant Maintenance into KSS department in a condensed 4-month time frame; briefed executive staff weekly of project status.• Analyzed technical service reports to identify trends of kiosks that were under performing, suspected of being defrauded, or indicative of failure. Developed technical solutions to implement to achieve key service metrics.

Houston, Texas Area

Team Lead (Supervisor)March 2005 – August 2006 Convergys CMG, Inc. Houston, TXI supervised a customer service team of up to 25 agents responsible for customer service, level I tech support, and first line escalations in a large outsourced call center, contracted for for Sprint/Nextel cell service. • Managed “Transfer Project” to reduce department’s outbound transfer rate, a negative impact rating, on an immediate time-sensitive goal of thirty days, to achieve a decrease from a 40% average to the metric of 15%. I identified each high-rate agent, and through call shadowing and service coaching, brought each agent into the metric, then made re-current coaching outline for their supervisor, and recommendations to the new-hire training curriculum to mitigate the future impact. • Built a team from primarily "at risk" agents, who were on the cusp of termination, and needed additional training and development to be successful. Through individual targeted training, I developed the team to become one of the top three performing and achieved the goal of most agents promoted to next level positions. • Rotated monthly into collateral departments, to assist with work-force management, new hire training, and interview/recruitment to consistently improve the project.

Houston, Texas Area

I managed the daily operations of $1.25M moving company, including a peak staff of up to 60 employees and Independent Contractors, cost accounting, daily cash and credit card deposits, new hire orientations, development and training, and customer claims resolution.• Managed a fleet of twenty box trailers, including general mechanics/maintenance with logs, purchasing and inventory management of maintained/replacement parts, and overall serviceability of each trailer. • Increased annual revenues by 15% from 2003 - 2004; and implemented new cash control policies that decreased loss and waste.• Decreased Independent Contractor turnover by 20% while improving service capability through training, staffing, and scheduling efficiencies.• Decreased resolution time for damage claims and customer conflicts through implementing Customer Satisfaction Survey, QA follow up calls, on site spot check.

Master Of Business Administration, Business Administration, Management And Operations, Summa Cum Laude

Activities and Societies: Phi Kappa Phi, Beta Gamma Sigma

Bachelor'S Degree, Business Administration, Management And Operations