Customer Support Member Experience
Resume:
Job Application
Name: Nicole Tharpe
Applicant Id: 72380011
Location: Remote
Position: Member Experience Rep - Remote Graveyard Shift RFT Began: 12/25/2024 7:03 AM
Finished: Yes, submitted 12/25/2024 7:17 AM
AI Resume Summary
1. Led and advised on various work/life related services for military families, civilians, retirees, and survivors through programs and events.
2. Managed over 23K Airmen and civilians per week, providing customer support and assistance at the Military & Family Readiness Center.
3. Transcribed court proceedings as a Verbatim Court Reporter, handling 1820 cases a year and maintaining confidentiality.
4. Served as a Liaison III between the Department of Family & Children Services and stakeholders, managing inbound and outbound calls and processing specialized functions. 5. Completed relevant coursework in business administration, job-related training in social work and transition assistance, and is proficient in Microsoft Office programs. Get Started
We Are An Equal Opportunity /Affirmative Action Employer We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state or local law. We use text messaging for communication with candidates, standara data rates would apply based on your carrier.
First Name * Nicole
Last Name * Tharpe
Email Address * ********@*****.***
Cell Phone * 478-***-****
SSN * ** Hidden **
Unmask SSN
Address 1 3415 US HWY N
Address 2 F209
City Byron
State Georgia
Zip 31088
Tharpe, Nicole 1/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
Questions
Question
Answer
1. Are you at least 18 years of age?
YES
2. Do you have access to reliable
internet service at your place of
residence?
YES
3. Do you have a computer/laptop
running either Microsoft Windows 10,
or Mac OS Sierra 10.12 or later?
YES
4. Do you have an up to date antivirus
software installed on your computer
system?
YES
5. Do you have a working webcam for
your laptop/desktop computer?
YES
6. Are you willing to turn on your
webcam upon request during training
classes or other meetings?
YES
7. Do you have access to a quiet area
in your residence where you can take
phone calls during your scheduled
shift?
YES
8. Do you have a personal headset
that works with your laptop or
computer?
YES
9. Do you have a mouse?
YES
10. Are you authorized to work in the
United States?
YES
11. Are you willing to undergo a pre-
employment background check and
Tharpe, Nicole 2/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
drug testing?
YES
12. Are you a fluent Spanish speaker?
NO
13. Were you referred to American
Logistics by a current employee? If yes,
please provide their full name.
N/a
14. What is the name and contact
number of your most recent employer?
Resume
If you have a resume, you may cut and paste it below (or upload it). Even if you include your resume below, you are still required to complete the next section listing out your employment history. 1. Please attach resume
Nicole Tharpe - Resume -08 AUG 23.docx (23
Kb)
Resume Nicole Tharpe 743 Gateway Drive Bonaire, Georgia 31005 United St ates Mobile: 478-***-**** Email: ********@*****.***
Availability: Job Type: Permanent, Multiple Appointment Types Wor k Schedule: Full-time
Desired Locations: Warner Robins, United States
Work Experience: Military & Family Readiness Center Agovx/ Depart ment of Defense/ Contractor 725 Ninth Street Warner Robins, GA 10/2021 - Present Hours per week: 40 Duties, Accomplishments an d Related Skills: Department of Defense/Agovx/Contractor 10/21-Pr esent
• Led and served as principal advisor on career, transition, relocatio n, personal financial management, employment, community life, em ergency/crisis assistance, personal and family readiness, and all oth er work/life related services. Performs special and recurring assignm ents relating to program resource integration. Acts as advocate for military families, civilians, retirees, and survivors by developing pro grams and events based on installation and their needs through wor k/life education and skill building. Develop, facilitate training for ma ndated Transition Assistance Program (TAP), Air Force Families Fore ver (AFFF), Gold Star Families (GSF), Air Force Aid Society (AFAS), Relocation, Personal and Work Life (P&WL), and Key Spouse (KS) pr ogram(s). Adapted existing plans, techniques, and schedules to acc Tharpe, Nicole 3/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
omplish programs success that gradually increases in complexity Pa rtnered with on- and off-site community leadership officials and com munity resources to aid serviced population. Ensured programs wer e following Air Force Regulations, State and Federal guidance and la ws. Developed and used customer surveys, community assessments
, and various measurement tools
to identify trends, organizational needs, Air Force, and mission part ners demographics. Established and maintained ongoing relationshi ps with corporate, industry, inter-service, local, state, national orga nizations through effective oral and written communications, tact, a nd diplomacy.
Duties: To assist commanders, military personnel and their families, and DoD civilian employees in managing the competing demands of the military mission and family. The Military and Family Readiness C enter (M&FRC) provides information and family services necessary t o support single and married military personnel, civilian employees and family members through provision veterans' programs. Adminis tration Support:
Service over 23K total Force Airmen and civilians' staff per week.
• Provide customer support to the consultants, service members, st aff and anyone that calls or come into the office. Evaluate and asses s information that is needed to fulfill and help customers for the Mili tary & Family Readiness Center(M&FRC).
• Help the Transition Assistance Program (TAP) to schedule military members for the transition.
• Assesses members and provide service members with the appropr iate paperwork needed to complete the transition.
• Direct all calls to Casualty Assistant Representative (CARR) consul tant.
• Ensure that service members have availability of technology and t hat they can get to utilize the computers and resource area.
• Providing resources such as key spouse, deployment, give a paren t a break, Relocation, Voting Services, financial, employment to fed eral employees as well as civilians employees as well.
• Take incoming and make outgoing calls as well to service member s or other customers for information on military questions, location or finding the buildings they are looking for.
• Direct calls to Veteran Affairs Benefit Advisor (VA) on scheduling, claims questions and benefit questions.
• Direct all various issues that may arise at the front desk office to my Flight Chief Peggy Green; acts as the liaison between chain of co mmand.
• Establish and maintain military and civilian status as needed.
• Establish and maintain effective working relationships using tact a nd diplomacy interactions with individuals and families. Establish wit h program representatives and officials.
• Provide support and guidance to miliary servicemen when they ar Tharpe, Nicole 4/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
e separating, retiring, or getting out military.
• Exceed meeting military and civilian project completions with quali ty.
• Maintain records and update internal database to support docume nts received.
• Schedule appointments for TAP: Initial counseling, Pre-Separation Counseling, Workshops, and Capstone.
• Track in all visits, trainings, phone calls, emails in database called Air Force Family Integrated Results (AFFIRST)
• Maintain consistent and efficient flow of resources information thro ughout departments by updating corporate intranet.
• Skill in conducting interview to establish the nature and extent of concerns/issues, aid in developing goals and plans.
• Refer service members or others to the appropriate installation & community services.
• Create flyers, charts, brochures, tri-folds and tracking logs. (Mark eting) Ensures availability of technology-based resources to maximi ze customer to a full spectrum of resources to meet life cycle needs. Supervisor: Ms. Peggy Green, Flight Chief Okay to contact this Supe rvisor: Yes
Verbatim Court Reporter Social Security Administration 484 Mulberr y Street Warner Robins, GA
6/2021 - 10/2022 Hours per week: 40 Duties, Accomplishments and Related Skills: Verbatim Court Reporter June 2021 – October 2018 Duties: Perform legal duties for courts of law, municipalities, or gov ernmental licensing agencies and bureaus. May prepare docket of ca ses to be called; secure information for judges and court; prepare d raft agencies or bylaws for town or city council; answer official corre spondence; keep fiscal records and accounts; issue licenses or perm its; and record data, administer tests, or collect taxes.
• skill in working with social service delivery systems in local comm unity agencies policies & procedures.
Responsible for the transcription of court proceedings for an individu al court case.
• Prepare the courtroom for the court hearings; making sure all equi pment is operational.
• Prepare court room for hearings for in person hearings, by phone, or video hearings.
• Sending test emails to staff.
• Type 60 words per minute
• Uses different programs for starting the hearings recorder.
• Uses database to enter all the claimant information.
• Updating forms to let me know who the witnesses are; Vocational Experts (VE); Judge for the hearings.
• Document and signed all paperwork relating to the case.
• Assess the claimants for identity or if they need accommodations.
• Operating the recorder for the hearing.
• Sending messages to judge for the operation for the day. Tharpe, Nicole 5/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
• Collect and illustrate the accurate dictation of all spoken words for the court proceedings. *Acts with tact & composure of sensitive info rmation. Throughout challenging and sensitive situations.
• Maintains confidentiality of sensitive information. Record of 1820 cases a year; 35 court hearings a week. Supervisor: Lisa Fisher 214-***-****) Okay to contact this Superv isor: Yes
Liaison III/ Stakeholder Liaison Department of Family & Children Se rvices 92 Cohen Walker Drive Warner Robins, GA
4/2014 - 6/2020 Hours per week: 40 Duties, Accomplishments and Related Skills: Administration III / Stakeholder Liaison 08/2014-July 2020
Duties: Liaison between the Department of Family & Children servic es and the Stakeholders.
• Perform duties in Child Protective Services.
• Function and process specialized essential clerical functions in support of a uit or office and related personnel.
• Responds to and track inbound and make outbound calls.
• Maintains employee and department directories for the region. I al so update them as well.
• Assess and distribute information within a timely manner or 24 to 48 hours.
• Conducts and implement marketing and public campaigns.
• Manages130 calls a day.
• Assigns emergency activities in conjunction with local emergency management; Red Cross; and other community partners as directed through local/state preparedness plans.
• Tracks all calls through office.
• Register access to the database for clients to apply for benefits.
• Assist with Voter's Registration with the Secretary of State of Geor gia
• Mail out application for the clients that wants to apply by paper.
• Assist clients with getting on the computer to apply for benefits; r enewal of application; or provide documentation for their account.
• Operate the switchboard when needed.
• Use the Gateway System to lookup clients for Medicaid, Food stam ps, Renewals, and change of information.
• Provide temporary Medicaid to clients.
• Type and email letters to the Board of Commissioners for assistan ce for Burial Request.
• Assist with Foster Care Program I scheduled meetings work with marketing to send out flyers to the community asking for volunteers
; Implemented to volunteer list, gather information in data base to get a list; background check; created packages for the volunteers fo r orientation.
Tharpe, Nicole 6/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
• Assessed/Evaluate foster care homes for children.
• Implement meetings for the volunteers for foster care scheduled meetings, created flyers for the month; created orientation package s to allow them to access our Department of Family & Children Servi ces policies.
• Verify or give confirmations on verifications that has been sent to office.
Supervisor: Tanya Smith 478-***-****) Okay to contact this Supe rvisor: Yes
Education: Virginia College Amar, AL United States Some college (n o degree) Credits Earned: 96 Quarter Hours
Major: Business Administration Relevant Coursework, Licenses and Certifications: Economics Business Policy Strategic Marketing Econo mics
Communication Public Speaking Managerial Skills Accounting Busine ss Management Community Development Social Skills Humanities P sychology Developmental Studies Communication Public Speaking Job Related Training: Social Work -Child Neglect, Database; Home E valuation Foster Care Family Violence Prevention and Education Trai ning Family Advocacy Volunteered for Congressionally Mandated Tra nsition Program. Transition Assistance Program How to schedule Ap pointments for: Scheduling Initial Counseling; Pre Separation Couns eling; Capstone; Workshop. Sexual Harassment for Employment Wo rkplace harassment HIPAA
Diversity and Inclusion Workplace Violence Cyber Security Language Skills:
Langua ge Spoke n Writte n Read
English Aeddvanc Aeddvanc Aeddvanc
Affiliations: Middle Georgia Community Action - Liaison Foster Care Volunteers - Member State & National Multiple Sclerosis Foundation
- Member
Additional Information: Team Lead Employee of the Month Recognition for Community Outreach
Microsoft Office Programs Efficient Data Entry Resource Referral Mar keting; Brochures; Trifolds; Flyers Assessing Clients Knowledge of s ocial services delivery systems and concepts, principles. Basic Budg eting Employee of the Month Interview Clients
Recognition for Community Outreach Air Force Family Integrated Re sults and Statistical Tracking Automated System (AFFIRST) Familiar with Department of Defense (DoD) Transition Assistance Program W ebsite Personal Readiness Inventory Statement of Understanding D DForm 2648 Clear service members on virtual military personnel file Experience
Starting with your PRESENT or MOST RECENT employer list in consecutive order all employment for the last 4 years. If you do not have any experience you can skip this section by scrolling to the bottom and clicking on the continue button.
Tharpe, Nicole 7/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
1. How old are you?
18 and Over
Employer's Name * Military & Family Readiness Center Agovx/ Dep artment of Defense/ Contractor
Position * Community Readiness Specialist
Employed From * 10/01/2021
Last Day (if applicable) 12/25/2024
Reason For Leaving Still employed
Employer Phone 478-***-****
Supervisor Name Lashanda has ll
Check the box if we may
contact this employer?
No
Employer's Name * Social Security Administratio
n
Position * Verbatim Court Reporter
Employed From * 06/01/2021
Last Day (if applicable) 10/01/2022
Reason For Leaving
Employer Phone
Supervisor Name Christy Tucker
Check the box if we may contact this
employer?
No
Employer's Name * DEPARTMENT OF FAMILY AND CHILDRE N SERVICES
Position * Liaison III/ Stakeholder Liaison
Employed From * 04/01/2014
Last Day (if applicable) 06/01/2020
Reason For Leaving Resigned/ Covid Era
Employer Phone
Supervisor Name
Check the box if we may contact
this employer?
No
Job Specific Questions
Question
Answer
1. Patience and empathy are
important customer service skills
because they:
Tharpe, Nicole 8/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
B.
2. Problem-solving skills are essential
in customer service because they:
B.
3. Flexibility in customer service
allows professionals to:
B.
4. Professionalism in customer service
involves:
C.
5. The ability to work well in a team is
valuable in customer service because
it:
B.
6. The ability to handle difficult or
irate customers with professionalism is
an example of:
A.
7. The ability to build rapport and
establish a positive connection with
customers is an example of:
A.
References
Full Name Lashanda Hill
Relationship CoWorker
Phone * 229-***-****
Email *********@*****.***
Full Name Stacey Mitchell
Relationship Supervisor
Phone * 478-***-****
Email ********@*****.***
Education
Please indicate your hightest level of education completed. School Type * Other / Trade School
School Name * Virginia College
Major college (no degree)
Years Completed 3
Graduated No
Tharpe, Nicole 9/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
Availability
Specify hours available for each day of work
Sunday Start Time:
Anytime
End Time:
Anytime
Monday Start Time:
Anytime
End Time:
Anytime
Tuesday Start Time:
Anytime
End Time:
Anytime
Wednesday Start Time:
Anytime
End Time:
Anytime
Thursday Start Time:
Anytime
End Time:
Anytime
Friday Start Time:
Anytime
End Time:
Anytime
Saturday Start Time:
Anytime
End Time:
Anytime
It is understood and agreed that the foregoing is true to the best of my knowledge, and that my falsification of this application will be grounds for elimination from further consideration or for dismissal. Check the box to accept.
gfedc
Electronically Signed By Applicant Nicole Tharpe on 12/25/2024 1:17 PM UTC from IP Address: 166.199.149.68 UA: Mozilla/5.0
(iPhone; CPU iPhone OS 18_1_1 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/18.1.1 Mobile/15E148 Safari/604.1
Tharpe, Nicole 10/10
12/25/2024 7:18:10 AM Applicant Id: 72380011
Contact this candidate