Professional Summary

Multifaceted and adaptable administrator offering years of extensive experience in leading administrative operations governmental agencies such as United States Air Force and Goodwill services. Highly adaptable professional experience with a talent for Human Resource Management, continuous process improvement, training and development while optimizing efficient utilization of manpower, budgeting and resources in accordance with all policies and regulations.

Skills and Qualifications

Case Management, skills in working with Veterans, Military Spousal assistance within the Air Force, Human Resources, Staffing, Training, Benefits Enrollments, HR Info Systems and USA Staffing Systems.

Case Management

Veteran Support

Human Resource Management (Staffing, Recruiting).

Participates in special initiatives, studies and projects, affirmative employment activities.

Counsel’s clients in financial areas related to premiums with their insurances and securities.

Specializes in Human Resources information systems; codes and processes a variety of personnel actions

Researches data and drafts responses to customers inquires.

Air Force System Applications

Professional Experience

United States Air Force JBSA Lackland AFB, Texas February 2020-Present

Lead Training Technician (Office Automation) GS-1702-06 40hours/week

Provided critical oversight to an $86 million Training facility housing up to 7,000 new recruits yearly.

Executed disease containment operating procedures ensuring safety and welfare of 1.2K personnel during global pandemic. Sustained health, morale, and welfare of personnel without pausing training. Team recognized by Centers for Disease Control (CDC) and various community leaders

Rendered 24/7 safety, security, well-being and accountability controls for 1,200 recruits and 70 Military Training instructors.

Monitored and dispatched first responder services for 754 personnel with life threatening illnesses and suicidal ideations.

Managed centralized telephone, intercom, closed-circuit television and reception area, while maintaining stringent safety protocols,

Monitored and documented trainee check-out, check-backs during appointments and check-in upon return from appointments.

Military training instructor (MTI) sign-in/out procedures and overall MTI accountability. Maintained a professional, approachable and service to others demeanor to maintain and establish trust in CQ as a resource to be accessed, without threat or intimidation, when assistance is needed.

Initiated an emergency checklist and notified leadership of any emergency related issues. Documented all occurrences that related to, or could potentially affect trainee’s health, safety and wellbeing. Tracked Meals Ready to Eat (MREs) and Total Operational Training Meals (TOTMs) requirement/distribution; and issues, collects and maintains key accountability.

Key Accomplishments:

Twice Selected Civilian Quarterly Award (CY20)

Civilian Of the Year Award (CY20)

Twice Selected Civilian of the Quarter (CY21)

Goodwill Industries San Antonio, Texas June 2015-January 2020

Service Center Technician II Benefits and Entitlements

Served in similar capacities as Tier 1 Member of Benefits Entitlements Service Team, following transfer of contract from Lockheed Martin to Goodwill Industries.

Processed enrollment and termination of benefits for Air Force employees related to health, life insurance, and 401K. Respond to inquiries regarding human-resources policies and procedures.

Maintained recordkeeping and documentation processes while remaining aware of shifting organizational and governmental human-resources policies and procedures.

Maintained strict compliance with HIPAA and PII regulations.

Peer Mentor and Trainer of the civilian new hires. Counseled service members with many Air Force needs and information, such as military deposits, Standard Form 50 and DD-214 information.

Verified personnel records via Electronic Official Personnel Folder. Subject Matter Expert with responsibility for providing the most complex advisory services and counseling employee benefits and entitlements in a regionalized environment for Air Force world-wide servicing customers over 100 Air Force Bases and 140,00 employees. USA Staffing and USAjobs: counseling customers with the status of their applications for government positions.

Key Accomplishments:

Twice selected Pillar of Excellence Hall of Fame Award recipient

Going Above and Beyond Award recipient.

United Healthcare San Antonio, Texas April 2015-June 2015

Claims Representative

Communicated extensively with customers to resolve inquiries, billing questions, and complaints for United Healthcare which offers health-insurance plans for individuals and employers.

Provided customer information regarding plans, eligibility and benefits, and physician assignments.

Key Accomplishment:

Met all production deadlines while ensuring compliance with company policies and governmental/industry regulations.

Citibank San Antonio, TX, June 2011-Apr 2015

Escalation Support Specialist

Resolved escalated customer-service issues including billing questions and payment extensions for this high-volume location of Citibank offering credit cards, mortgages, personal loans, commercial loans, and lines of credit.

Promoted company products and services in compliance with federal regulations. Communicated extensively with team members to identify priorities and maintain smooth flow of daily operations.

Key Accomplishments:

Employed exceptional communication talents to tactfully resolve issues, ensure complete customer satisfaction, and meet program objectives.

Delivered effective troubleshooting for security issues and software support for company products in both PC and Mac environments.

San Antonio State-Supported Living Center San Antonio, TX Feb 2009- Mar 2011

Direct Support Professional

Delivered exceptional care for residents with a range of developmental disabilities for this provider of campus-based direct services and support for a diverse clientele.

Planned and led therapeutic activities and exercises. Collaborated with clinicians to plan and execute treatment plans.

Evaluated patient behavior and care needs and completed accurate assessments.

Key Accomplishments:

Consistently delivered calm and compassionate care in both routine and crisis situations in a fast-paced environment requiring focus and ability to multi-task.

Built strong knowledge of medical terminology and governmental regulations, policies, and procedures

Education, Training and Certifications

Bachelor of Applied Science, Healthcare Administration Wayland Baptist University, Plainview, TX (2013)

Diversity, Equity, and Inclusion in the Workplace Certification University of South Florida-Muma College of Business, Tampa, Florida (2020)

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