Ncoic Customer Support Personnel Readiness Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Accomplished professional and Veteran with a foundational education and hands-on experience in Human Resource (HR) Management within a fast-paced, high-volume, and occasional austere environment. Results-driven and strategically-focused approach to leadership has been repeatedly recognized across a career of progressive accountability within the HR function. Highly-motivated to leverage a wide-ranging expertise in HR management and administration to deliver immediate and measurable results in a new capacity. Detail-oriented worker dedicated to best-in-class organization, productivity and office management.

NCOIC Customer Support & Personnel Readiness , 02/2018 to 02/2021
Department Of Defense Holloman Air Force Base, NM,

Delivered strategic, results-driven leadership while overseeing a 7-member team of the Defense Enrollment Eligibility Reporting System Office. Oversaw the administration of 38 unique personnel programs, supporting the largest Military Personnel Flight within the Air Force, and controlled critical deployment readiness data for 750+ personnel.

  • Successfully completed Contracting Officer Representative training
  • Ensured for the fulfillment of a $3M identification card contract for Joint Base Andrews while directing a five-person civilian team in the execution of a $43K project to install two new ID care kiosks.
  • Demonstrated transformative leadership while guiding the comprehensive transition of 60K+ service members Group Life Insurance to an online platform.
  • Validated 9K+ beneficiary elections and secured $286M in insurance entitlements.
  • Played an instrumental role in qualifying 126 members for deployment to support Contingency Operations.
  • Appointed to serve as the coordinator for the Unit Government Travel Card supporting 500+ personnel.

Reference: MSgt Lorita Henry; 619-748-9399

Personnel Specialist, Air Force Element , 06/2016 to 02/2018
Defense Threat Reduction Agency City, STATE,

Acted as a leading driver in high-level decision making by Senior Executive Service, Senior Raters, and Senior Enlisted Advisors relating to Air Force programs by delivering key insights and data-backed recommendations in an advisory role. Oversaw the delivery of personnel programming for a 300-member workforce.

  • Owned accountability for the administration of 35 critical personnel programs.
  • Enforced strict compliance to all personnel policies and SOPs for the Air Force within a joint environment.

Reference: Chief Petty Officer Maria Perez; 717-756-5888

Casualty Services Technician & Contact Center NCO, 04/2013 to 05/2016
HQ Air Reserve Personnel Center, USAF City, STATE,

Directed a high-volume Entitlements division accountable for a 970K+ workforce of personnel spread around the globe. Reviewed and processed reports, interpreted and applied relevant legislation, implemented denial letter processes, and governed insurance programming. Directed a 14-member team of agents in daily execution of a 12-hour workday. Navigated a high-volume number of calls in excess of 10K, generated 6K new cases, and oversaw the resolution and closeout of 3K+ cases.

  • Expanded awareness and education relating to suicide prevention as a Major Command (MAJCOM) liaison to the National Guard Bureau and Air Force Reserve Command through a schedule of regimented trainings.
  • Dramatically slashed casualty reporting errors by 40% by spearheaded efforts to qualify and train 85 new Casualty Assistance Representatives.
  • Aided Veteran's Affairs in the inspection and correction of any system security errors within Servicemembers' Group Life Insurance online application.
  • Managed and administered Traumatic Servicemembers' Group Life Insurance program for the National Guard and Air Force Reserves.
  • Achieved an 89% resolution rate for first contact within the Contact Center.
  • Completed 12 hours of Soft Skill Deliveries training.

Reference: Lieutenant Colonel TImothy Martin; 478-365-0240

Personnel Specialist, 12/2004 to 04/2013
United States Air Force City, STATE,

Dynamically performed a wide-range of technical and administrative actions involved in Personnel Management including execution of 1.5K+ Permanent Change of Station (PCS) assignments with allotments of $7M in PCS funding. Conducted in-depth audits while processing a high-volume of retention packages which directly resulted in the successful resolution of 15 uncovered discrepancies. Established a high-performance workforce of 32 multidisciplinary staff through regimented training, continued mentorship, and routine performance evaluations. Strategized and orchestrated the movement of 80K+ personnel within an austere deployed environment.

  • Owned accountability for the successful brief and orientation of a 3K+ force of personnel arriving for deployment within Afghanistan.
  • Secured $900K+ in bonuses.
  • Recognized for averting $1M+ in debt while heading efforts to staff 800 pay affecting cases.
  • Played a key role in tracking accountability for 21K+ individuals impacted by Hurricane Irene

Reference: Mr. Vic Williams; 757-812-4310

Education and Training
Associate of Applied Science: Human Resource Management , Expected in 06/2014
Community College of The Air Force - Montgomery, AL
Bachelor of Science: Human Resource Management , Expected in 12/2022
University of Maryland Global Campus - Adelphi, MD,
  • Defense Enrollment Eligibility Reporting System (DEERS)
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Military Personnel Data System (MilPDS)
  • Case Management System (CMS)
  • Air Force Personnel Accountability and Assessment Systems (AFPAAS)
  • Sunday School Teacher, Immanuel Bible Church (2018 – 2020)
  • Girl Scout Leader, Girl Scouts of America (2016 – Present)
  • SHARE Coordinator, Girl Scouts Nation’s Capital (2017 – Present)

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Resume Overview

School Attended
  • Community College of The Air Force
  • University of Maryland Global Campus
Job Titles Held:
  • NCOIC Customer Support & Personnel Readiness
  • Personnel Specialist, Air Force Element
  • Casualty Services Technician & Contact Center NCO
  • Personnel Specialist
  • Associate of Applied Science
  • Bachelor of Science

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