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Customer Telephone Support Analyst/Asst. Team Lead Lockheed Resume Example

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CUSTOMER TELEPHONE SUPPORT ANALYST/ASST. TEAM LEAD LOCKHEED
Summary
Seeking a full time position in Human Resources/Personnel with an emphasis on training and education Over 20 years of Honorable service in the United States Air Force (USAF) *Over 10 years of inbound Call Center Customer Service/Team Lead experience *Accountable, tactful, resourceful, hands-on and dedicated manager/employee *Able to prioritize tasks and delegate when necessary *Knowledgeable in MS Outlook, Excel, Powerpoint, virtual Military Personnel Flight (vMPF), Military Personnel Data System (MilPDS), Automated Management Records System (ARMS), Case Management System (CMS), RightNow Web case management/knowledge managements systems, CISCO and Avaya phone systems, and various office equipment such as printers, scanners and copiers *Major strengths in customer service, both directly and indirectly, attention to detail, quality and quantity of work, problem solving and team development
Experience
Customer Telephone Support Analyst/Asst. Team Lead Lockheed02/2012 to Current
  • Martin/Goodwill Industries.
  • Maintains automated personnel records, performs a variety of general personnel/clerical tasks in such areas as employee records, benefits, education/training, employment, compensation, and equal employment opportunity.
  • In accordance with procedures, provides HR information to authorized persons and/or agencies.
  • Promoted to Assistant Team Lead and selected to join Email Us/Chat team.
  • Spearheaded and conducts newcomer system training for new employees in the TFSC.
  • Attends periodic training with active duty AFPC personnel offices.
  • Provides assistance to Team Lead and TFSC Leadership when needed.
  • Provides clarification of personnel policies, instructions and programs to TFSC customers and co-workers as needed in person, email, live chat or telephone.
Company NameManager11/2008 to 02/2012
  • Separations 214 Documentation The HR Source/Lockheed-Martin.
  • Managed the office which serves as the United States Air Force's single point of contact for all aspects as it relates to tracking, researching, and collection of data necessary to complete and distribute the DD Form 214, Certificate of Release or Discharge from Active Duty for active duty Air Force personnel released from active duty both voluntarily and involuntarily.
  • This includes but is not limited to validating and retrieving data from the Military Personnel Data System (MilPDS), Automated Records Management System (ARMS) and the virtual Military Personnel Flight (vMPF).
  • Once completed, this form is distributed to Air Force separatees as well as agencies, both federal and state as directed by Department of Defense Instruction number 1336.01.
  • Processed and delivered approximately 21,000 DD Form 214s annually to the customer and agencies with a 95 percent or above accuracy rate.
  • Interpreted active duty Air Force separation policies, procedures and their relationship to Reenlistment Codes and Separation Program Designations.
Human Resources Asst Specialist Lockheed-Martin11/2005 to 11/2008
  • Performed a variety of general personnel/clerical tasks in such areas as employee records, benefits, education/training, employment, compensation, and equal employment opportunity.
  • Maintained both manual and automated personnel records, collected and compiled sensitive and confidential personnel statistics and prepared reports.
  • In accordance with procedures, furnished information to authorized persons and/or agencies.
  • Promoted to Team Lead 31 Jan 2008 - directly supervised 13 HR representatives in the Air Force Contact Center and assisted the Task Manager with TFSC day to day tasks as needed.
Company NamePersonnel Journeyman/Technician08/1985 to 08/2005
  • Managed all personnel programs while leading a staff of 8 personnel providing above and beyond support to over 1,000 faculty, staff and students in one of the largest in-residence school facilities in the Authored a plan which converted a military section into an efficient and effective civilian operation; saved the Air Force thousands of dollars in manpower and other costs.
  • Meticulously managed assignments and training quotas for rated officers across four major commands valued at over $300M annually.
  • Managed promotion programs-provided a monthly listing used during director level staff meetings.
  • Prepared and processed applications for benefits with no discrepancies.
  • Masterfully tracked and monitored over 800 incoming personnel records ensuring 100% accountability.
  • Clarified Air Force Instruction guidance and gave hands on training when needed.
  • Monitored and reviewed effectiveness of programs through periodic staff assistance visits.
  • Coordinated, directed and provided training through video teleconferences, in house training and workshops.
Education and Training
Master of Arts:Adult EducationUniversity of Phoenix, City, StateAdult Education
Bachelor of Science:Occupational Education, Business AdministrationWayland Baptist University, City, StateOccupational Education, Business Administration
Associates Degree:Business Administration/Human ResourcesCommunity College of the Air Force, City, StateBusiness Administration/Human Resources
USAF, Leadership Training, Montgomery, AL (Distinguished Graduate) *USAF, Personnel Specialist CourseCity, State
Skills
Air Force, benefits, clerical, Documentation, Email, HR, Instruction, Leadership, Team Lead, Leadership Training, Lockheed-Martin, director, meetings, office, Personnel, policies, promotion, researching, statistics, telephone, video, workshops
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Resume Overview

School Attended

  • University of Phoenix
  • Wayland Baptist University
  • Community College of the Air Force

Job Titles Held:

  • Customer Telephone Support Analyst/Asst. Team Lead Lockheed
  • Manager
  • Human Resources Asst Specialist Lockheed-Martin
  • Personnel Journeyman/Technician

Degrees

  • Master of Arts : Adult Education
    Bachelor of Science : Occupational Education, Business Administration
    Associates Degree : Business Administration/Human Resources
    USAF, Leadership Training, Montgomery, AL (Distinguished Graduate) *USAF, Personnel Specialist Course

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