Human Resource Customer Service

Forward-thinking US Navy Veteran holding a Security Clearance and pursuing a career in the Human Resource realm. Highly motivated and productive in team environments as well as independently. Proven customer service abilities; developing a solid rapport with customers; understanding and meeting their needs. Employing strong leadership techniques to generate an accomplishment-driven workplace, resulting in employee loyalty, success, and customer satisfaction.

Human Resource Summary Skills

●Employee Relations

●Alternative Dispute Resolution

●Benefits Administration

●HR Policies & Procedures

●Orientation & Onboarding

●HRIS Technologies

●Training & Development

●Performance Management

●Organizational Development

●HR Program/Project Management

●Held State of Virginia Producer Health, Life & Annuities License

Education

My Computer Career Information Technology System Administrator Grad. Date: Aug 2021

Southern New Hampshire University Bachelor’s in Human Resource Management Jul-Oct 2023 University of Maryland Global Campus Bachelor’s in Human Resource Management Aug-Dec 2022

IT Certification: United Services Military - Computer Peripheral Equipment Operator

Work History

Training, Onboarding and Administration Supervisor Booz Allen Hamilton March 2023 – May 2024

Oversee and supervise a team of:

Training Specialists who provide customer service and support to employees, managers, vendors, and government agencies escalated benefit and leaves inquires and reporting.

Orientation Specialists who provide full life cycle administrative support for the post-offer portion of the candidate life cycle prior to Day 1, including I-9 processing and start date compliance.

Ensures team’s inquiry volume is managed, transactions are completed timely and accurately, and customer service standards are met.

Directs the distribution of work activity among the teams to maintain a balance of activity and perform quality assurance checks on employee transactions.

Oversees and manages vendor activity in support of the work required to be accomplished.

Provides coaching and guidance to improve staff performance and capabilities and identifies training needs.

Develops staff in technical and soft skills.

Creates an environment that promotes customer service, teamwork, and accountability.

Responsible for team performance goals and leads efforts to continuously improve the service delivery.

Maintains quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.

Ensures sensitive information handled by the team remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.

Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.

Manpower, Personnel and Training Program Analyst NobisMSD December 2019 - March 2023

Manage in house & Navy programs/process to monitor training requirements. Review ships manpower/manning status & projections

Provide school quota management and document completion and future training schedules. Prepare, submit, & brief periodic status reports as a measure of crew training.

Identify & correlate alteration related training requirements. Liaison with Navy learning centers, in service engineering activities, alteration installation teams and others to coordinate crew training.

Mail Carrier United Postal Service September 2019 - December 2019

Engaged in sort, bundle, and delivery of mail addressed to homes and businesses on an assigned route.

Delivered mail that consists of letters, circulars, magazines, catalogs, & small packages to over 300 stops on daily route.

Collected mail from street letter boxes, homes, businesses, & return to the post office to reconcile the mail along with any receipts & money received.

Support Center Analyst Computer Operator III Universal Consulting Services Inc. May 2018 - May 2019

Provided Tier I support in a service desk environment with the goal of first contact resolution. Respond to & resolve application & functional use issues on the Space & Naval Warfare Systems Command (SPAWAR) Defense Travel System (DTS).

The DTS system is used by all Department of Defense personnel to book & arrange future travel arrangements. When the DTS system is used by Navy Reserve personnel when orders are funded by Naval Reserve Order Writing System (NROWS). NROWS allows the Sailor to select travel that are convenient for their travel needs.

Navigated within the DTS program to assist customers with any securing travel & to provide technical support for issues they are experiencing within the program.

Chief Personnel Specialist United States Navy August 1996 - March 2018

Operated a team of 32 HR personnel in support of 2,900 employees. Managed the function for all Personnel Action Request Processing.

Supervised and streamlined the process for e-Quip and the submission of the SF- 87 form through JPAS for future recruits’ security clearance prior to shipping off to Basic Training.

Monitored the pay/personnel documents using HRIS equivalent databases Navy Standard Integrated Personnel System (NSIPS), Defense Military Pay Office (DMO) and Master Military Pay Account (MMPA) with a 97 percent accuracy rating.

Kept record of insurance coverage, pension plan & personnel transactions, such as hires, promotions, transfers, terminations & Non -Juridical Punishment Proceedings Wrote, designed, and produced Standard Operating Procedures for Human Resource functions to streamline efficiency.

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