Air Force Customer Support

SUMMARY OF QUALIFICATIONS AND GOAL STATEMENT

Over twenty-five years of professional supply chain leadership and logistics management experience in the United States Air Force and private sector with 17 years of cross-functional team facilitation. Managed da-to-day warehouse operations to include the inspection, receiving, storage and issue, inventory, distribution, as well as material handling principles and equipment. Highly organized, efficient, and detail oriented professional with superior collaboration, relationship, and interpersonal skills. A leader who consistently demonstrates the ability to visualize, plan, communicate and execute strategic company initiatives and interact with management and executive management. Seeking a challenging and rewarding position with a focus on business knowledge, learning agility and commitment to excellence.

AREAS OF EXPERTISE

Inventory Management Compliance Management

Shipping and Receiving Tactical and Strategic Planning

Process Improvement Data Reports and Summaries

Warehouse Management Risk Management

Quality Assurance Excellent Written and Verbal Skills

Trend Analysis Proficient in Microsoft Word and Excel

Complex Problem-Solving Planning and Distribution

PROFESSIONAL EXPERIENCE

Instrumental in the technical training, coaching, development, and maintenance of high performing teams focused on strategic supply chain and inventory business solutions. Manages warehouse operations to ensure compliance with internal and external policies, procedures, and governance. Creates and executes tactical and strategic plans and initiatives to ensure leadership and member satisfaction while helping to meet business and financial goals. Performs demand forecasting by collecting supplier data and analyzing past patterns in order to predict future industry requests. Assesses facility and business risks while tracking, analyzing, and communicating safety requirements to team members and leadership to create value. Proactively seeks voice of the customer for opportunities of process improvement.

Customer Support Lead, 502 Logistics Readiness Squadron, Randolph AFB, TX, Jan 2021 – Present

Managed integrity of 223K supply and equipment database transactions valued at $139M

Expedited processing of 10.6K critical internal customer requests valued at $13.8M; supported 18 maintenance shops--1% error rate bested 5% goal/2% delinquency std

Implemented web-based Supply Discrepancy Report Program; identified shipping errors/collaborated with financial advisors for 80+ accounts—returned $1.8M to stock fund

Managed Priority Monitor Report; reviewed over 198K line items; identified/corrected over 1.4K consumable document discrepancies--garnered 93% stockage effectiveness rating

Established customer shop stocks; identified critical items—resulted in 98% issue effectiveness supporting over 1500 missions/5K flying hours

Analyzed trend data; forecasted stock levels for 198K recurring/special items; garnered 97% stock effectiveness

Led quarterly/annual surveillance visits; trained to 54 maintenance personnel on supply procedures/documentation; resulted in 100% listings validated/zero discrepancies

Created new LIMS Backorder script; collaborated with HQ AETC/A4 to improve formatting; sped monthly review of 5.9K in supplies/equipment--$13M funds validated in <48hrs

Researched AFMC/D043A system for AF cataloging data; loaded 989 stock numbers; supported over 144K supply and equipment transactions for T-38C/T-6/T-1 aircraft—92% line item effectiveness

Insurance Claims Property Adjuster III, II, I, USAA, Mar 2016 – Dec 2020

Adjusted 25K complex home and property claims; created repair/construction damaged estimates in excess of $450M

Created 15K claim for unscheduled personal property; evaluated cost for physical damages valued at $50M

Established Additional Living Expenses; facilitated lodging/travel for 4.5K members—eased families transition to alternate locations

Partners with and/or directs vendors and internal business partners to facilitate claims resolution.

Gathers information, analyzes data trends, identifies root cause(s), and provides information to the business or project teams.

Trained 25 new claims adjusters using Xactimate and XactContents databases; averaged 24 hour claims establishment timeframe—bested company 3-day goal by 24 hrs

Highly effective at de-escalating customer complaint calls and files for manager and team while working with members to quickly resolve issues and settle claims with precision.

Warehouse-Production Manager, DeWied International – Oct 2014 – Feb 2016

Managed the production and distribution of natural and artificial beef, lamb and hog casings.

Directed the receipt, storage, inspection and distribution of $5.7M in material.

Instituted monthly inventory cycle counts correcting over 60 discrepancies yielding a 99.5% inventory audit rating. Best inventory accuracy rating in 8 years.

Conducted compliance assessments through self-assessment program and examinations.

Monitored and assured compliance with regulatory requirements reporting and maintains relationships with regulatory agencies as directed.

Performed quality checks of material reports, freight charges, invoices and bills of lading.

Prepared related reports and audits of warehouse procedures to monitor efficiency of operations

Warehouse and Distribution Manager, Material Management – US Air Force, 461st Maintenance Group Staff/ Logistics Readiness Operations Aug 2012 – Aug 2014

Managed warehouse operations; planned and directed 24-hour logistics support to 6.2K customers and 250 supply accounts and 40 personnel.

Scheduled inventories 2 warehouses/510K line items; ensured counts/identified correction of discrepancies in <48 hrs—99% inventory accuracy rating

Planned use of storage facilities, executed FIFO methods and improved procedures for storing of classified, sensitive, and controlled items—resulted in 100% accountability/zero losses

Oversaw the proper handling, recording, labelling and storage of all materials and finished goods.

Ensured domestic/international freight is properly marked and packaged for oversees shipping—over 12K shipments annually--zero delays/discrepancies.

Served unit commander as the subject matter expert to ensure documents, projects, processes, or product initiatives comply with regulatory and legal requirements and enterprise policy.

Directed the onboarding and training of 20 new hires, and facilitated training sessions as required.

Provided materiel management expertise to organizations and responsible directors for proper accounting and control of specified classes of supply.

Customer Support Manager – US Air Force, 116th Logistics Readiness Squadron Dec 2009 – Jul 2012

Risk Assessment lead for 3 units Directed 24-hour customer service operations managing 14K customer records valued at $53M supporting $6.2B in equipment at five locations worldwide. Supervised 28 personnel.

Managed 382 equipment accounts and 80K requirements valued at $630M capturing and maintaining 100% accountability.

Oversaw customer 250K authorizations supporting 50 supply accounts worth $53M

Ensured unit compliance with operational security, safety, and effectiveness policy during inspections

Maintained working knowledge of functional manpower requirements, manning levels, and worked with respective leadership to address staffing concerns

Established and maintained quality control of unit performance reports—improved content/quality of reports

Analyzed and identified unit climate assessment improvement areas—advised senior leaders on lack of feedback/mentorship—developed a briefing/training aids for leaders/supervisors

Education

Bachelor’s degree in Supply Chain Management, University of Arizona Global Campus, Tucson, Arizona, 2022

Associate in Applied Science Degree, Logistics Management, Community College of the Air Force, Completed 2011

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