Customer Service Human Resources

Shelby Trenette Williams

**** ***** ****

Ft. Benning, Ga 31905

United States

Home: (901) - 674-4665

Work: (901) - 874-2424

DSN: 882-2424

WORK EXPERIENCE:

Navy Personnel Command (11/2009 - Present)

Human Resources Technician/Administrative Support

Millington, Tennessee

Duties:

Serves as a Human Resources Technician and Administrative Support assistant

for Navy Personnel Command Receipts Control Branch responsible for the

proper review and dissemination of personnel records and files. Responsible

for performing key administrative functions and clerical duties essential

to proper customer service and office operations.

Human Resources Technician: Makes detailed regulatory and procedural review

of records, files, and cases to include fraudulent enlistments, assignments

or schools with special requirements, removal from active or inactive

status, and conviction of civil authority utilizing standard operating

procedures and policies. Responsible for consistently and routinely

updating service members Officers Service Record (OSR) and Enlisted Service

Record (ESR), processes Fitness Reports and Evaluations, Supplements, and

Explanation Letters through military electronic databases and offices such

as EMILPO, NDAWS, EMPRS, or CITRIX for service personnel. Receives,

processes, and stores incoming Discharges, updated DD 214's, and

Administrative Separations, Designations, Awards, Certifications to be

placed in service member's permanent records. Enters documents and forms

such as New Accession Packages, Officer Oaths and Appointments, SGLI, and

Court Memos. Inputs correspondence tracking into E-Client and Bupers OnLine

automated systems as needed. Distributes member discharges, retirements,

and case files for scanning into their personal records, and controls,

tracks, and updates permanent personal records in EMPRS for active duty and

retired service members. Retrieves enlistment/reenlistment, orders, and

medical records from various information sources, both electronic and

manual, to provide correspondence, answer questions, or prepare reports or

briefs.

Administrative Support Manager: Serves as reviewer of transactions

completed by lower level employees, and ensures that correct grammar,

spelling, capitalization, punctuation, and proper format are used prior to

distribution and filing. Maintains service records by making additions,

revisions, or deletions to keep them current complete and accurate to

ensure reliable accessiblity for service members use.

US Government Dept of Navy (09/07-10/09)

Human Resources Specialist/Administrative Support Manager

Millington, TN

Served as the Human Resource Technician and Administrative Support Manager

for Navy Personnel Command Engineering Branch and Nuclear and Submarine

Division responsible for active duty personnel placement through CONUS,

OCONUS, and IA individual augmentee orders.

Human Resource Technician: Reviewed forms, documentation, and other related

material submitted by service member requests. Distributed (HYT) High Year

Tenure waivers,

(FRR) Fleet Reserve requests, and separation or resignation requests to the

appropriate staff for action. Wrote limited duty and pregnancy orders for

service members, modified orders based on cost allowance using the Officer

Assignment Information System (OAIS), and Enlisted Information Assignment

System (EAIS). Provided correspondence to service members through message

traffic system to obtain order preferences for outgoing transmittal.

Contacted and interviewed service members to obtain data needed to complete

actions or retrieve information for incomplete files and records. Tracked

enlisted and officer records using the Officer Distribution Information

System (ODIS). Recognized and initiated action to clarify questions or

resolve conflicts or gaps in the service member's record. Established and

maintained all required forms, records, and files pertaining to assigned

work.

Administrative Support Manager: Researched and provided factual information

regarding applicable rules, regulations, procedures, and requirements to

provide explanations of actions taken or recommended by department

personnel. Coordinated and performed travel arrangements, claims, and

vouchers using (DTS) Defense Travel System for departmental staff. Served

as the alternate muster code coordinator for the department for daily or

emergency usage. Answered incoming calls for Commander and Executive

Officer.

Maintained and updated the departments leave, conferences, and travel

schedules for the Commander and Executive Officer.

Innovative Employment Service/AAC/SAIC (10/2006 - 09/2007)

Data Entry Specialist Millington, TN

Prepared documents and records for Naval service members for system

processing using

(EMPRS) Electronic Military Personnel Review System. Scanned information

and records into system for retrieval in (WERR) Web Enabled Review of

Records. Verified data and reviewed documents for missing or incorrect

data, and Validated and verify information to ensure proper record keeping

and accuracy.

Performed quality control on records unable to clear system. Ensured

proper cleaning and maintenance of Kodak system scanner. Processed

Selection Board documents for service members that are under selection

board review for promotion ratings

SAIC/ Innovative Employment Services (08/06 - 10/06)

Mail Clerk/ Data Entry Specialist/CSR III Millington, TN

Sorted, date stamp, and coded incoming mail for the US Army Engineer

District for imaging into the worldwide CEFM system. Obtained the knowledge

of Army database systems such as EDAS, PERNET, CITRIX, eTOPMIS, TOPMIS II

for periodic data updates and usage.

Logged in US Treasury, contractor, and client payment checks into

government worldwide Inet computer data financial system. Completed airbill

forms for outgoing Fed Ex, Airborne, UPS, and certified accountable mail.

Loaded and unloaded mail carts with packages weighing 34-50 lbs. Assisted

procurement clerk/ material handler when needed on loading dock.

Distributed supplies for proper mailing transporting mail to and from local

post office. Used Pitney Bowes equipment to package, weigh, and meter

outgoing mail.

US Army Recruiting Command (02/06-02/08)

Family Readiness Group Coordinator

Millington, TN

Assisted US Army Warrior Command with Care Packages being sent to service

members deployed to Iraq, Afghanistan, Kuwait, and Bahrain. Utilized the

knowledge and skills to serve as a family sponsor for incoming families

PCSing to the area in the housing referral system, spousal referral system,

and cultural and financial readiness programs.

Served as family sponsor assisting several families with relocation

assistance by providing information for jobs, schools, MWR Morale Welfare

and Recreation resources, military spouse and dependent training such as

AFTB Army Family Team Building I, II, III, and community service needs.

Coordinated pre/post deployment workshops for service members and their

families. Assisted with counseling services through the command Chaplain,

ACS, and Family Support Center counseling services.

Portfolio Recovery Systems ( 07/05- 12/05)

Accounts Receivable Clerk /CSR III

Norfolk, VA

Responsible for Account Receivable & Collection Department and posted and

coded daily incoming payments. Researched and explained payment histories,

disputes in writing along with a follow up phone call to answer any other

concerns the customer have or expressed. Solved problem accounts that the

Customer Service Rep department was unable to complete. Made payment

arrangements for delinquent accounts, and verified current customer

information for up to date system use and inquiries.

Performed skip tracing through a variety of research and contact resources

such as SearchLink, Find People, and Online Yellow Pages. Performed general

clerical and administrative duties.

Dept. of Defense Pacific School System (10/01- 4/05)

Administrative Assistant/Classroom Assistant Sagamihara City, Japan

Performed General Administrative duties: filing, typing and preparing mail

outs, faxing, answer phones.

Assisted with the daily planning and preparation of classroom activities

and assignments.

Coordinated with the lead Teacher on student's class schedules and events.

Scheduled PTA meeting, conferences and counseling sessions for Parents &

Teachers. Aided students with special needs and developmental issues with

basic classroom task. Volunteered with the PTA (care package coordinator),

and help with the Special need youth physical fitness program.

USAG Warrior Battalion (06/01-03/05)

Volunteer Family Readiness Group Coordinator Camp Zama, Japan

Assisted US Army Warrior Command with Care Packages being sent to service

members deployed to Iraq, Afghanistan, Kuwait, and the Philippines.

Obtained the knowledge and skills necessary to serve as a family sponsor

for incoming families PCSing to the area in the housing referral system,

spousal referral system, and cultural and financial readiness programs.

Served as family sponsor assisting several families with relocation

assistance by providing information for jobs, schools, MWR Morale Welfare

and Recreation resources, military spouse and dependent training such as

AFTB Army Family Team Building I, II, III, and community service needs.

Coordinated pre/post deployment workshops for service members and their

families. Assisted with counseling services through the command Chaplain,

ACS, and Family Support Center counseling services.

Aegis Communications (04/00- 12/00)

Customer Care/Credit Card Services

Sierra Vista, AZ

Provided American Express customers with billing issues, late payment, made

payment arrangements, researched disputed charges, worked closely with the

fraud department.

Researched and responded to credit inquires and payment disputes in

writing. Solved problem accounts and communicated with irate customers that

the customer service and collection department was unable to assist or

handle.

Assisted with airline, hotel, car rental and a wide variety of other

travel arrangements for American Express customers. Performed general

administrative duties.

Dillard's (09/98 - 6/99)

Customer Service/Merchandise Asst

Augusta, GA

Served as the store Switchboard Operator. Performed general administrative

duties.

Processed and coded incoming payment for Dillard's credit cards, help with

credit disputes and unauthorized charges. Relieved departments that were

short staffed.

Assisted buyers with different departments with merchandise orders and

placement.

Served as Assistant Store Visual Merchandiser handling the layout of the

departments displays and mannequins.

EDUCATION:

Univ of Arkansas (09/06/2008- 5/6/2010)

Millington, Tennessee

Degree: Masters of Science Major: Operations Management/Human Resourses

Certificate

GPA: 3.53

Univ of Maryland Univ College (06/01/2004 - 05/30/2007) Millington,

Tennessee

Degree: Bachelor of Science Major: Social Science; Minor: Govt and

Politics;

GPA: 3.0 Semester Hours: 120

Univ of Maryland Univ College (06/01/2001 - 05/15/2004) Zama City, Armed

Forces Pacific Japan

Degree: Associates Degree General Studies 2004

Major: Govt and Politics ; Minor: Social Science;

GPA: 3.297 Semester Hours: 76

Rockhurst Univ (10/20/2007 - 05/21/2008) Millington, Tennessee

Administrative Assistant Certificate

Univ of Memphis (03/15/2009-05/15/2009)

Millington, Tennessee

Leadership Certificate; Management Certificate

Credible Education Courses:

OMGT 5003 INTRO TO OPERATIONS MGMT

OMGT 5733 HUMAN BEHAVIOR ANALYSIS

OMGT 5113 HUMAN RESOURE MGMT

OMGT 5123 FINANCE FOR OPERATIONSCOMM

OMGT 4623 STRATEGIC MGMT

OMGT 5423 GLOBAL COMPETITION

OMGT 5873 ORGANIZATION AND CONTROL

OMGT 4783 PROJECT MGMT

OMGT 4303 INDUSTRIAL SAFETY ADMINISTRATION HRM STAFFING AND CLASSIFICATION

STAT 300 FUNDAMENTAL STATISTICS

COMM 393 TECNICAL WRITING

GVPT 405 DEFENSE POLICY & ARMS CONTROL

PSYC 432 INTRO TO COUNSELING PSYCHOLOGY

SOCY 325 SOCIOLOGY OF GENDER

GVPT 457 AMERICAN FOREIGN RELATIONS

SOCY 427 DEVIANT BEHAVIOR

SOCY 423 ETHNIC MINORITIES

GVPT 460 STATE AND LOCAL ADMINISTRATION GVPT 480 COMPARATIVE POLITICAL

SYSTEMS ANTH 344 CULTURAL ANTHROPOLOGY AND LINGUISTICS IFSM 300 INFORMATION

SYSTEMS IN ORGANIZATIONS BMGT 496 BUSINESS ETHICS

ADDITIONAL INFORMATION:

Proficient in Microsoft Office to include Outlook, Excel, Word, Access,

InfoPath, and PowerPoint Adult and Child CPR expiration 11/19/2010 First

Aid certified expiration 11/19/2010 Child Anger Management and Retention

Training Anti-Terrorism Training Army Family Team Building Level I-II

completed Certificate in Telesales and Customer Service Communication

Superior Performance Rating 7/2008, 8/2009 Time off Award for Performance

7/2008

Continuing Education and Professional Training:

UNDERSTANDING GENERATIONAL DIFFERENCES

DOD INFORMATION ASSURANCE AWARENESS VER. 7.0 DOD INFORMATION ASSURANCE

AWARENESS EFFECTIVE PUBLIC SPEAKING HUMAN RESOURCES MANAGEMENT-

INTRODUCTION TRAFFICKING IN PERSONS BASIC AWARENESS TRAINING RECORDS

MANAGEMENT IN THE DON: EVERYONE'S RESPONSIBILITY LEADERSHIP CERTIFICATE

PROGRAM SEXUAL ASSAULT RESPONSE & PREVENTION (SARP) MANAGEMENT CERTIFICATE

PROGRAM PHYSICAL READINESS - PREPARING FOR THE PRT INTRODUCTION TO SUICIDE

PREVENTION COMMUNICATION SKILLS PART I OPERATIONS SECURITY - THE NEXT

GENERATION INTRODUCTION TO THE NAVY'S TOBACCO CESSATION POLICY INTRODUCTION

TO THE NAVY'S ALCOHOL USE POLICY MANAGEMENT CRITICAL THINKING AND DECISION

MAKING SKILLS ORGANIZATION AND TIME MANAGEMENT SKILLS DOD INFORMATION

ASSURANCE AWARENESS FOCUS ACHIEVING YOUR HIGHEST PRIORITIES (TIME

MANAGEMENT) CONFLICT MANAGEMENT SKILLS COMMUNICATION SKILLS PART II

PROFESSIONAL COMMUNICATION SKILLS AND STRATEGIES- EMPLOYEES WRITING

ADVANTAGE FRANKLINCOVEY

References:

CDR Scott Seal, Pers 403 NPC Command, US Navy; 901-***-****,

*****.****@****.***

BJ Price, Pers 314 Supervisor NPC Command, US Navy; 901-***-****,

*****.*****@****.***

Jacqueline Stewart, Pers 311 NPC Command, US Navy; 901-***-****,

**********.*.*******@****.***

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