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Professional Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develop strong working relationships with teams to boost performance and meet objectives. Recognized for exceptional ability in leadership and management skills.
Skills
Microsoft Office Suite
Handling Customer Complaints
Recruitment and Hiring
Performance Management
Report Preparation and Analysis
Team Management and Supervision
Staff Development and Training
Administration and Operations
Database Maintenance
Data Analysis and Modeling
Verbal and Written Communication
Change Management
Troubleshooting
Employee Recruitment
Service Delivery
Work Assignments
Performance Assessment
Problem Solver
Work History
11/XXX0 to CurrentForce Management Section Lead, USAFUnited States Air Force | City, STATE,
Direct, coordinate, and oversee all aspects of promotion candidates evaluations, force distribution allocations, to include, military personnel records, in support of over 5.9K personnel assigned to Pentagon and National Capital Region.
Establish, develop, and maintain effective working relationships with 30 other command support staffs organizations, 303 senior leadership, commanders, and representatives from other military services.
Establish, define, and implement requirements and goals for personnel and manpower programs to ensure operations are in line with regulatory and fiscal requirements to include special duty bonus pay for 22 other organizations.
Develop, monitor, and analyze applicable statistical data to track force distribution programs, evaluate their effectiveness and applicability to strategic goals, and plan improvements.
Ensure current and proposed management strategies agree w/HHQ guidance.
Identify, analyze, and evaluate actual and/or potential problem areas, drawing from trend data, customer input, and knowledge, advise leadership in overall planning/facilitated cross-functional communications within or outside the 811 Force Support organization.
Used critical thinking to break down problems, evaluate solutions and make decisions
04/2019 to 11/XXX0Retention and Promotion Section Lead, USAFUnited States Air Force | City, STATE,
Manages 13 key Air Force officer promotion boards annually, final reviewer for more than 250 annual retention contracts, with $360K bonus pay entitlements.
Collaborates with wing level finance office, mitigates military pay discrepancies, key family readiness agencies to execute congress mandate retirement/ separation policy.
Provides technical, administrative guidance, and mentorship to 9 subordinates, and 2 different work-sections.
Sets and adjusts short and/or long-term priorities, and prepares schedules based on consideration of difficulty of requirements and assignments such that increased experience, training, abilities and performance of staff, who are effectively utilized to meet organization's and customer's needs.
Directs and leads team collaboration meeting and trains on programs and policies that affect organizations across different functional lines.
Adept in gathering, assembling, and analyzing information to identify key processes and factors limiting organizational performance degradation whilst applying analytical techniques, tools and expertise.
08/2018 to 04/2019Customer Service Section SupervisorUSAF | City, STATE,
Oversees Air Force highest visible customer service office at DoD headquarters level.
Meticulously manages issuance of ID cards, security access, DEERS eligibility profiles, military leave, inbound gain processes, and supervises 6 man team of customer service representatives who provides support 70K personnel to include joints service members, DoD civilians, Senior Executive Service members and their families.
Trains and coached team to deliver high standard of customer service.
Continuously analyzes appointment statistics and other data to determine level of customer service performance achieved by team and provided them resources needed to reach their goals.
Ensures equipment valued at $225K are secure, functional and operational.
Proactively engages with management team and maintained awareness of upcoming events.
Completed voluntary customer service supervisor training to identify and understand different personalities within team of representatives.
04/2017 to 08/2018Dental Operation ManagerUnited States Air Force | City, STATE,
Worked in senior level management environment with oversight of division level managers, operations, finance, human resources, safety and compliance for 45 clinical staff members.
Managed daily operations of Pentagon Tri-Service Dental Clinic organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
Managed 45 man team members across 4 departments, resulting in approximate $4M increase in annual revenue.
Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Communicated with senior executive staff, patients and healthcare providers to encourage highest quality of service.
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel concerns.
Education
Expected in 08/XXX2Bachelor of Arts | IntelligenceAmerican Military University , Congress Street Charles Town, WV 25414, GPA:
Concentration in Cyber-Security
Expected in 07/XXX1Certificate | Contracts ManagementDefense Acquisition University, Fort Belvoir, VAGPA:
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