LAURA YATES

229-***-**** ad2ise@r.postjobfree.com

Professional Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Works great alone or with others and consistently exceeds expectations.

WORK HISTORY

CVS/Aetna – 2021 to 2022

Health Concierge (remote)

HEALTH CARE CONCIERGE: delivered on the company’s purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service. Acted as a navigator and coordinator by proactively engaging and assisting customers, patients, and caregivers to find the healthcare services and products they required. Promoted relevant HealthHUB classes, programs, and digital tools to interested customers. Create customer profiles to record interaction details, comments, and outcomes to help leaders further refine offerings for current and future HealthHUB stores.

PRODUCT RESOURCE ASSISTANT: provided exceptional customer service for full product selection of the Home Health Care (HHC) department. Communicated and collaborated with leaders to promote Durable Medical Equipment (DME) to individuals who need and would benefit from such supplies. Listened to customers, patients and caregiver needs to create memorable service experiences. Engaged customers by proactively welcoming them to the HealthHUB. Assisted customers by helping them navigate healthcare services and products.

PROMOTED: CVS Health consumer facing healthcare programs/initiatives and HealthHUB offerings. Acted as Product Resource Assistant for Home Health Care (HHC).

Tresta Inc. – 2020

Contact Center Agent (remote)

PROVIDED: personalized one-on-one virtual customer service for the Florida Department of Health informing residents of Florida that were identified as COVID negative of their test results.

FOLLOWED: strict CDC and State guidelines for HIPPA protocols and personal privacy ensuring no one but the patient received the results unless they were a documented caregiver in accordance with the law.

DOCUMENTED: such encounters into the State database and assigned interactions for each shift. A maximum of three attempts were made, no less than 24 hours apart to inform patient of result.

CDK Global – 2020

Customer Service Associate

PROVIDED: outstanding customer service virtually for clients of CDK Global who provides full spectrum customer support solutions for North American car dealerships.

SERVICE: Set appointments for customers with local car dealerships and ensured all necessary data was entered to make the appointment as successful as possible for both.

CALL CENTER: Provided both outgoing and incoming call services for the E-lead virtual business development center.

23WG, Moody Air Force Base & 39th Air Base Wing

Incirlik, Turkey - United States Air Force

2017 – 2019

Airmen & Family Readiness Center Flight Chief

PROGRAM MANAGEMENT: Flight Chief for the Airman & Family Readiness Center (A&FRC) which provides a wide range of work/life services to units and leadership for individual, family and community issues. Services include career, transition, relocation, financial assistance, family life education and other work and life service and activities. These services are provided to military members, retirees, Department of Defense (DoD) civilian members, and their families. The Airman & Family Readiness Center served up to 2,500 permanent party personnel and a rotational force of up to 4,000 total force personnel.

Reported to the Force Support Squadron Commander and Deputy. Independently planned, organized and directed the work of the A&FRC to achieve center goals and objectives, meet customer needs, and ensured compliance with legal and regulatory requirements. Work was reviewed in terms of overall mission support and attainment of organizational goals. Ensured both Program Management and Service Delivery goals and standards were reached.

Planned, developed, directed, supervised, and advised on A&FRC programs and services to identify and address installation needs and concerns in an effective manner. Provided accurate and timely consultation and assistance to installation leadership on A&FRC activities. Ensured all programs were in 100% compliance with current Management Internal Control Tool (MICT) checklists.

Supervised the staff of the A&FRC. Performed supervisory personnel management responsibilities in accordance with established policies and guidelines in an active and effective manner. Promptly prevented/corrected discrimination and/or sexual harassment complaints.

Consistently ensured employees were in compliance with security, safety, environmental protection, and occupational health procedures and regulations; and promptly reported any observed or identified violations in accordance with established guidelines.

BUDGET: Managed 50k A&FRC budget and financial requirements as well as A&FRC contracts. Planned and managed a resource/budget and financial management program for maximum support of A&FRC programs and activities. Conducted thorough analyses and special studies to discern trends in spending, identify any immediate reprogramming requirements, anticipated needs for future funding, and determined funding propriety. Partnered effectively with the base contracting office for maximum support for A&FRC services and activities.

PROGRAM EVALUATION AND NEEDS ASSESSMENTS: Oversaw the development, evaluation, coordination and integration of A&FRC services and activities across cross-functional areas and among installation and community agencies. Coordinated and integrated A&FRC services and activities with a solid marketing plan. Provided timely advice and counsel as well as interpretation of policies, regulations, and programs to staff, installation leadership, and on/off base service agencies. Maintained a robust A&FRC marketing plan to include leadership consultations and providing support and training to Geographically Separated Units as well as extended deployed sites throughout Turkey. Air Force Family Integrated Results and Statistical Tracking (AFFIRST) was used in all areas and was a critical tool to ensure the A&FRC was tracking programs properly and to mine the data for command reporting and to make informed budget and programming decisions.

TRANSITION ASSISTANCE PROGRAM (TAP): Personally responsible for reviving the five -day Transition Assistance Program (TAP/TGPS) class at the base in Incirlik. The TAP program is vitally important as previously members had to attend in Germany or via Joint Knowledge Online (JKO). By working directly with the VA and Department of Labor, was able to successfully get the trainers to Incirlik for a very successfully and widely attended class. Due to the success of this, the by-law class is now offered quarterly. Provided general TAP counseling to members & Leadership, responsible for pre-separation briefings, presenting at the TAP class and providing Capstone services. Incirlik maintained 100% Veterans Opportunity to Work (VOW) compliance.

Meaningful employment for retiring, separating Airman as well as their families back in the United States is of utmost importance. For military spouses and families, the AFRC provided outreach to ensure they have the closest military family service center’s contact information and provided a warm handoff to ensure their unique needs were met. For the Airmen at Incirlik we offered resume-writing classes, specific Federal Jobs-search classes, interviewing and much more. These services were offered individually and in group settings.

PERSONAL FINANCIAL READINESS (PFR) duties responsible for counseling and reviewing Airman financial concerns and goals. Throughout an Airman’s career they may have many different areas in which financial education is important and we strive to meet those major touchpoints. Provided First Term Airman Financial Briefing at the First Term Airman Center (FTAC). Recently instituted a “Credit When Credit is Due” course which provides a solid roadmap for a smooth financial future and also can positively affect an Airman’s credit report. Offer many other courses such as budgeting, credit reports, Thrift Savings Plan (TSP) and investments.

INSTALLATION VOTING ASSISTANCE OFFICER (By-Law Program) ensured all program deadlines, trainings and education/awareness communication are conducted in a timely manner. Planned special outreach and fun activities for special voter education & awareness weeks. Diligently ensured all incoming, outgoing and any personnel changing their address were aware of their rights regarding the Uniformed and Overseas Citizens Absentee Voting Act (UOCAVA).

SPONSORSHIP PROGRAM ensured all members attend our bi-weekly Newcomers Orientation. Developed a “Smooth Move” workshop for returning Airmen. Worked closely with unit Command Support Staff (CSS) members to ensure all unit/personal sponsorship deliverables were met, ensuring Airmen were ready to report to Incirlik.

BASE NONCOMBATANT EVACUATION OPERATION (NEO) Program: Maintained full compliance and spearheaded the installation’s NEO operations plan re-write. This major rewrite was a multi-Squadron level effort and our efforts as the OPR affected all services areas involving a NEO. Conducted quarterly Neo Tracking System (NTS) training and software updates to ensure 100% mission readiness.

AIR FORCE AID SOCIETY (AFAS) Staff Advisor: Administered AFAS programs and approved assistance. Safeguarded and disbursed funds throughout AFAS checking account. Publicized AFAS programs and maintained contact with base and community resources and maintained base-specific AFAS disaster response plan.

Commander Navy Region Southeast, United States Navy – 2017

Regional Work and Family Life Advisor (time limited appointment)

OMBUDSMAN TRAINER AND FACILITATOR: Ensured regional Ombudsmen were well prepared and conducted training and team building events to keep the team strong. Provided consultation, collaboration and technical assistance regarding education and training requirements for organizational work and family life programs as well as conducted analysis. Served as the train- the-trainer for organizational programs and services. Established internal administrative procedures for deadlines, progress reports, and directives. Developed assessments to determine program needs. Created organizational programs that build employee skills.

Reviewed direction from higher authorities to determine potential impact on organizational/program development. Developed, maintained, and monitored standardized training curricula and operating procedures to deliver work and family life programs. Active Ombudsman for five years including three deployments.

Florida Air National Guard

25th Fighter Wing

2007 - 2017

Airman and Family Readiness Program Manager

In accordance with the Department of Defense, National Guard Bureau (NGB), A1/Airman and Family Readiness Program Directorate executing Air Force Instructions (AFI), Department of Defense Instructions (DoDI), and using Management Internal Control Toolset (MICT) effectively administered the Airman and Family Readiness Program at the 25th Fighter Wing.

PROGRAM MANAGEMENT: Executed the Florida Air National Guard (FLANG) Airman & Family Readiness Program including scope, design, and direction. Applied knowledge of management principles, applicable laws, regulations, and National Guard Bureau (NGB) guidance to Family Readiness programs. Provided guidance to the FLANG Wing leadership in the development and implementation of the Family Readiness program and provided Family Readiness assistance at Geographically Separated Units (GSU). Analyzed current Family Program support for Wing Families and identified gaps in service. Develops solutions for these gaps to provide programs that target needs and ensure the efficiency of new initiatives.

INFORMATION AND REFERRAL: Ensured properly resourced baseline funding for ANG Family Programs to improve information and referral (I&R) capabilities. Branded the FLANG Family Program identity relative to the Total Force Initiative (TFI). Examples of information and referral include Wounded Warrior/Casualty Assistance, Exceptional Family Member Program (EFMP), Yellow Ribbon Reintegration Program (YRRP), Financial Wellness and Strong Bonds/Marriage Enrichment.

DEPLOYMENT CYCLE SUPPORT: Ensured the FLANG Family Program was included in all phases of the deployment cycle. Ensured reintegration initiatives align, augment and enhance existing reintegration instructions and policy. Identified and packaged delivery service options and align with each wing Installation Deployment Plan (IDP). Provided Personal, Family, Unit, and Community readiness functions and provided sustainment support services for the 125th Fighter Wing, Geographically Separated Units and all branches of service. Developed outreach programs by utilize social media/networking to communicate with families and promote programs.

ACCOUNTABILITY: Participated in emergency preparedness (i.e., Air Force Personnel Accountability and Assessment System (AFPAAS) and exercises to assist with family relief and accountability as outlined in local Comprehensive Emergency Management Plan (CEMP). Developed a strategic plan incorporating community support for Emergency Family Assistance and Control Center (E-FACC) with Memorandum of Understandings (MOUs).

PEROSNAL AND WORKLIFE: Provided Life Skills Education, Consultation and Transition Guidance. Identified resources and opportunities for awareness and application including Financial Wellness Education, Resiliency/Stress Management/Traumatic Stress Response and Transition Assistance Program (TAP) Pre-Separation Counseling. Provided group-Pre-Separation counseling and capstone briefings for any member/branch of service in our deployment lines. Education and awareness of TAP for Commanders and Senior Leaders was vital to the success and buy-in for this by-law program.

KEY SPOUSE PROGRAM: Developed a clear and shared vision for Key Spouses and volunteers including a strategic roadmap which involved funding, execution and program development from a non-existent program. Trained and offered volunteer opportunities to Key Spouses and Family Members in all of our units/squadrons. Because of the Key Spouse efforts, the Wing and GSUs were able to provide many popular family/holiday events as well as morale building events during the deployment cycle.

EMPLOYMENT PROGRAMS: Provided bi-annual employment/career fairs which included military friendly employers and schools with education incentives for our Airmen & Families. Airmen retiring or separating received priority of service with our community partners. In addition, military Spouse and Family member employment was important as a key interactor for the AFRPM and we experienced a high success rate to due to the programs and services being offered.

BUDGET: Provided an efficient resource management program and partnership with the CAIB and the Integrated Support Delivery system (IDS). Analyzed FLANG Family Readiness and support budget needs and provides solutions for forecasted shortages. Provided advice & assistance to accommodate Family needs during unit mobilizations and to alleviate concern of unit members about Family welfare. Provided services during federal or state mobilizations, call-ups, and/or military support missions. Provided readiness and support resources for unit & Family members during day-to-day operations, Aerospace Expeditionary Force (AEF) deployments and unit mobilizations.

CHILD & YOUTH PROGRAM: Advocated for funding and resources for Air National Guard Youth programs. Partnered closely with the Army National Guard in Florida to piggyback on their programs and services. Ensured FLANG Youth had the same access to programs and services that their brother/sister services had and developed a FLANG Youth Advisory Council.

JOINT COLLABORATION: State Director for the Joint Family Support Assistance Program (JFSAP). Resources included a state-dedicated Military & Family Life Counselor (MFLC), Child & Youth Military & Family Life Counselor (CYMFLC), State Military OneSource Representative, Personal Financial Counselor (PFC), Operation Military Kids/4h (OMK) Youth Specialist and an American Red Cross State Advocate (ARC). These valuable resources were in addition to normal Family Service Center programming and including Active, Guard, Reserve, and IRR troops. Florida was the only state to have the JFSAP directed from the Air Guard versus the Army Guard side (program inclusive of all branches of service). Community Outreach and Cooperative Interface within each wing/state Service Delivery Models such as Inter-service Family Assistance Council (ISFAC), Community Action Information Board (CAIB) and like entities. Collaborate with parent MAJCOM, sister services Family Program offices and the State Joint Forces Headquarters.

Identified Family issues that require exploration or resolution and determined appropriate methods and resources. Used formal and informal needs assessments to ensure long term proactive/reactive programs are available. Products developed through analyses and assessments were used to support and sustain ANG Family Readiness and support to NGB, Air Force MAJCOMs, and Office of Secretary of Defense (OSD) taskers.

Identified and categorized volunteer capabilities, assets and training requirements. Partners with Joint Force Headquarters (JFHQ) State Family Programs Director (SFPD) to provide training for the unit volunteer community. Utilize AFFIRST and the Guard Family Management System (GFMS) to track volunteer hours and other related data for recall and recognition purposes. Provided professional volunteer literature & training resources.

Conducted briefings and training for Family members and volunteers. Attended conferences, workshops, and meetings on quality of life and Family Readiness and support issues for purpose of receiving information as directed. Attended staff meetings to report on Family Readiness and program status and concerns, as well as special programs and events.

Maintained DoD personnel tracking systems AFFIRST and GFMS to administer the Family program and provide the necessary data to the Force Support Squadron Commander, Human Resource Officer, and the State Family Program Director (SFPD). Provided monthly report on expenditures to the Mission Support Group (MSG) Commander.

Provided monthly Family Readiness newsletters and articles for the Wing, State, and National Guard Bureau. Develops flyers for Family Programs events & maintained the FLANG Family Programs Community of Practice, Intranet & Website. Aced a very rigorous inspection culminating in our achievement of Family Programs Accreditation in 2017.

EDUCATION

Certificate in Human Resources Management – Indiana University of Technology - 2022

Bachelor of Science Degree in Business Administration – University of Phoenix - 2006

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