Friendly Customer Service Specialist with 15+ years background in various technical and functional settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Skills
Planning and Coordination
MS Office
Reading comprehension
Knowledge and ability to perform basic arithmetical calculations.
Ability to meet deadlines and respond to unpredictable situations excising good judgment.
Considerable knowledge of office practices, techniques, and technology.
Demonstrated ability to operate personal computer utilizing various word processing software packages.
Ability to plan and organize management programs and functions of organization and meet deadlines.
Knowledge of structure, programs and work methods of organization for personnel/manning issues.
Thorough knowledge of office methods, procedures, practices, and protocol.
Work History
Military ID Card Specialist, 07/2012 - 05/2013 Armed Forces Corporation – City, STATE,
Registered, processed, and maintained the DEERS information as part of a Verifying Official's responsibilities.
Provided administrative support to management.
Processed and maintained confidential documents and letters pertaining to clients' legal documents .
Assisted with internal projects designated by the supervisor.
Consulted with external agencies and ensuring all background information is provided.
Scheduled meetings, took calls, reached out to outside contacts, maintained busy calender, managed special projects, and getting materials gathered for large meetings.
Responsible for the control, verification, accountability, and issuance of Military Identification (ID) cards and Common access cards (CAC) for Active military, National and Reserve Guard members, military retirees, family dependents/members and other eligible recipients, using the Defense Enrollment Eligibility Reporting Systems (DEERS) and the Real Time Automated Identification Systems (RAPIDS).
Reviewed applications for Uniformed Services ID Cards and DEERS Enrollment (DD 1172).
Processed Geneva Convention cards and Common Access cards (CAC).
Developed daily, monthly, and annual performance reports for the garrison staff and the Armed Forces Services Corporation (AFRC) leadership.
Developed computer related input/output in accordance with current administrative policies and procedures and DoD Standard Operating Procedures.
Performed all ID card and CAC issuance related tasks, to include researching and reviewing source, verifying eligibility, and discussing entitlements as defined in AFI 36-3026 (I) and the RAPIDS training guide.
Trained, coached, and mentored new employees to ensure that the RAPIDS and DEERS training procedures are adhered to.
Performed routine operator maintenance on RAPIDS workstations and printers to ensure prompt and quality products and services for our clients.
Data Processing Control Specialist/Registrar Coordinator, 11/2010 - 07/2012 Caci International Inc De – City, STATE,
Served in capacity of Installation Access Control Systems (IACS) registrar.
Provided data entry using Defense Bio metric Identification Systems (DBIDS).
Maintained Installation Access Control Database for over 2,500 soldiers both active, Reserve and National Guard, military retirees, family members/dependents , contractors, and civilian employees in DBIDS.
Performed clerical duties, and/or prepared documentation for data entry by assigning numerical cords to entry items and verified accuracy.
Developed and updated spreadsheets and database to track, analyze, and report on client information .
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Collaborated with Director of Department of Emergency Services and Provost Marshall's office at Warner Barracks Installation, to ensure that all regulations and contracts are adhered to.
Developed and trained personnel and soldiers on new processing procedures to reduce amount of wait time from 90 to 45 minutes.
Supervised in training of new employees.
Kept abreast with changes in policies by reviewing materials on regular basis.
Demonstrated innate ability and good judgment by making quick decisions to aid customers and ensured that compliance is adhered to.
Customer Service Representative Specialist/Teller Operations Specialist, 08/2006 - 05/2009 Americu Credit Union – City, STATE,
Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
Created unique reports and projects requested by management, requiring special research of client's documents to locate necessary information.
Maintained customers files, generated support documentation, scanned documents into database and tracked and managed source documents.
Assisted high volume of customers and answered numerous questions to customers' accounts and performed basic account maintenance.
Assisted customers (25 per day) in online bill pay questions and debit disputes.
Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Prepared and distributed team-based communications to foster collaboration and enhance team morale.
Produced highly accurate internal and external letters and memoranda.
Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
Drafted professional memos, letters and marketing copy to support business objectives and growth.
Performed servicing and account maintenance activities such as transactions, additional account requests, and loan payment corrections.
Appointed loan officer, which enabled me to process applications, underwrite, and approve them.
Represented Credit Union in community organizations and activities to enhance organization's image and develop business.
Education
Master of Science: Acquisition And Contract Management, Expected in 05/2017 - Florida Institute Of Technology-Melbourne - Melbourne, FL GPA:
Member of Phi Kappa Phi
Graduated with 4.0/4.0 GPA
MBA: Health Care Management, Expected in 04/2007 - American InterContinental University - Hoffman Estates, IL, GPA:
Graduated with 3.38/4.0 GPA
BBA: Health Care Management, Expected in 11/2005 - American InterContinental University - Hoffman Estates, IL, GPA:
Graduated magna cum laude
Graduated with 3.8/4.0 GPA
Certifications
Certified Associate in Project Management (CAPM) - 10/2020
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School Attended
Florida Institute Of Technology-Melbourne
American InterContinental University
American InterContinental University
Job Titles Held:
Military ID Card Specialist
Data Processing Control Specialist/Registrar Coordinator
Customer Service Representative Specialist/Teller Operations Specialist
