Customer Service Administrative Support

Gregory L. Gray

Summary:

African American Air Force Veteran with advanced training in psychology, and social sciences, and 25-plus years of diverse experiences in customer service and administrative support. I seek to utilize my unique skill set to be an asset to an organization.

Skills:

• Highly proficient in Microsoft applications such as Outlook, Word, Excel, PowerPoint

• Proficient in the use of VA-specific technology and software including VISTA, SharePoint, MS Teams

• Proven interpersonal skills with experience building strong rapport and fostering relationships.

• Strong communicator in both written and verbal formats

• Highly motivated and independent worker with the ability to organize and multi-task. Education:

Texas A&M University-Central Texas December 2019

Bachelor of Arts – Liberal Studies, Concentrations in Psychology and Sociology GPA 2.3 Central Texas College December 2013

Associate of Science in Social Sciences GPA 2.5

Work Experience:

Program Specialist IV (contractor) -Temple/Austin, Tx Texas Department of Health and Human Services

(Jan 2025-Present)

Senior-level position responsible for independently managing and executing complex public health programs, often involving policy development, data analysis, stakeholder coordination, and technical assistance, with a high degree of autonomy and minimal supervision; essentially acting as a subject matter expert within their assigned program area, overseeing its implementation and evaluation. Key responsibilities may include:

Program planning and implementation:

Designing, developing, and executing comprehensive public health programs, including setting goals, objectives, and performance metrics.

Policy analysis and development:

Contributing to the creation and revision of policies related to their program area, analyzing their impact, and recommending changes.

Data management and analysis:

Collecting, analyzing, and interpreting complex data to monitor program effectiveness, identify trends, and inform decision-making.

Stakeholder engagement:

Collaborating with internal and external stakeholders, including community organizations, healthcare providers, and government agencies, to promote program awareness and facilitate coordination. Technical assistance:

Providing expert guidance and support to other staff members on program implementation, procedures, and best practices.

Reporting and communication:

Preparing detailed reports, presentations, and updates on program activities and outcomes to senior leadership. Quality improvement: Identifying areas for program improvement, developing and implementing quality assurance measures, and evaluating program effectiveness.

Senior Admin and Project Specialist -Killeen, TX

Texas A&M University-Central Texas

(Nov 2023 to March 2024)

• Coordinates daily office support activities and administrative interactions within the Warrior Center for Student Success.

• Coordinates and implements departmental processes. Provides organizational planning and problem-solving skills.

• Provide high-level, complex administrative support to the unit administrator, including drafting and managing correspondence and communications, scheduling appointments and calendars, coordinating travel, compiling reports, maintaining records and other documentation, managing projects, and coordinating special events.

• Assists with program evaluation and departmental assessments.

• Researches and analyzes administrative requirements for specific programs or projects. Monitors project timelines and identifies issues.

• Provides technical information regarding administrative procedures, services, or programs.

• Collects, reconciles, and maintains complex data. Manages logistics for workshops and center events, including class presentations.

• Reviews, revises and interprets policies and procedures. Responds to inquiries and interprets rules, regulations, policies, and procedures.

• Communicates on behalf of the unit administrator with community leaders, donors, and others. Assist with general administrative functions as needed to support the Suite.

• May monitor compliance with policies and procedures. Coordinates the maintenance of files, records, office supplies, or equipment.

• Makes recommendations for process improvements, administrative changes, or new initiatives.

• Manages and maintains schedules and travel arrangements for staff and prepares itineraries.

• Coordinates meetings, seminars, and other special events. Attends meetings and takes minutes when applicable.

• Maintains a variety of fiscal, administrative, and academic records. Receives, verifies, prepares, processes, and reviews forms, reports, tables, and other documents.

• Monitor budget, accounts, and expenditures. Process invoices, maintain summaries of accounts, and reconcile accounts. Performs special analyses and project summaries. Admin Associate III -Killeen, TX

Texas A&M University-Central Texas

(May 2023 to Nov 2023)

Process TAMUCT and UCT/ATU transcript requests received from current and former students.

• Scans/Indexes documents in BDM, runs the .bat files, and reconciles forms in the multi-category in the Dynamic Forms dashboard that have not been routed to the Registrar’s Office.

• Process various dynamic forms for the Registrar’s Office

• Process verification of enrollment requests received from students. Also, process third-party verification enrollment requests.

• Process consortium agreements received from Financial Aid by entering credit hours into Banner and updating the tracking spreadsheet.

• Assist students via e-mail, phone, and the front counter with registration issues and general inquiries. This includes assisting students in the Registrar Chat room and checking in/out students in Who’s Next.

• Processing degree plan changes

• Processing petitions in Degreeworks

• Processing room reservation requests

• Running reports in Cognos

• Accept other duties as assigned by the department head.

• Process Permanent Record Update forms for student name or social security number changes.

• Performs other duties as assigned.

Behavioral Aide 2 -Killeen, TX

Killeen ISD (Pershing Park Elem.)

(Sept. 2022 to Jan. 2023)

Works with individual students or small groups of students to reinforce learning of material or skills initially introduced by the teacher.

• Assists the teacher in devising unique strategies for reinforcing material or skills based on a sympathetic understanding of individual students, their needs, interests, and abilities.

• Assists the teacher in the consistent implementation of the Behavior Intervention Plan.

• Operates and cares for equipment and instructional material assigned by the teacher.

• Helps students master equipment and instructional material assigned by the teacher.

• Distributes and collects papers and other materials for instruction.

• Assists with the supervision of students during emergency drills, assemblies, play periods, and field trips.

• Keeps bulletin boards and other classroom learning displays up to date.

• Accompanies and manages the behavior of students who are assigned to mainstream classes (P.E., music, etc.), when assigned by the teacher.

• Assists with such large group activities as drill work, reading aloud, and social skills instruction.

• Reads to students & listens to students read and participates in other forms of oral communication with students.

• Assists students in the library or media center.

• Checks notebooks, and correct papers, and supervises testing and make-up work, as assigned by the teacher.

• Checks and records student attendance and other daily record-keeping tasks.

• Serves as the chief source of information and helps any substitute teacher assigned in the teacher's absence.

• Attends after-school meetings/training sessions as required by program guidelines.

• Performs other tasks as the special education teacher or principal may be assigned. Veterans Administration Hospital - Waco, TX

Center for Development and Civic Engagement Specialist

(April 2020 to June 2022)

Closely work with the Director of VAVS (Veterans Affairs Voluntary Services) in Washington DC to adhere to national policies to accommodate local policies for volunteers.

• Independently coordinates, recruits, screens, orients, assigns, and supervises volunteers daily.

• Coordinates with hospital staff and other departments to accommodate Veterans and volunteers.

• Independently provides recruitment and advisory assistance to participating volunteer organizations through individual meetings.

• Knowledgeable of the VHA Handbook 1620.01 which details the specific procedures and practices needed to service the volunteers and veterans effectively.

• Develop and initiate new programs, projects, and approaches in the care and treatment of Veterans that also meet the need for community services for special individuals.

• Collects and compiles information on various data and record systems to protect important documentation and maintain accountability for volunteers and veterans.

• Responsible for receiving, acknowledgment, distributing, and using donations from individuals, groups, and organizations.

• Participates in the planning, coordination, and execution of complex events monthly that benefit the local community by partnering with different non-profits, businesses, and private donors that accommodate volunteers and veterans.

Central Texas VA Healthcare System, Temple TX

Logistics, Mail Clerk

(January 2018 to April 2020)

• Processes mail and packages for all Central Texas VA Healthcare System daily

• Manages mailroom daily and helps provide excellent customer service for patients and employees.

• Maintains daily Excel spreadsheets and reports that are critical to the success of various mailrooms.

• (Temple, Waco, Austin, Bryan College Station, Palestine, Brownwood) that ensure sustained logistics department productivity.

• Trains employees monthly on numerous aspects of the customer service needs for the mailroom (conflict resolution, active shooter prevention, proper package identification)

• Provide customer service to residents and potential residents daily.

• Perform daily inspections of assigned property, assess community issues, and provide quick and logical responses.

• Provide and maintain the weekly Curb Appeal Report and provide information concerning the property to the community manager and appropriate agencies.

• Responsible for enforcing the Curb Appeal Report by using (FH Reg. 210-48 and FH Reg. 40-5).

• Utilize computer systems to update Curb Appeal, Light inspection, and Tru-Green reports on the server.

• Email reports at prearranged times to appropriate personnel Military Experience

United States Air Force, Dyess AFB TX

Non-Destructive Inspector/Administrative Assistant U. S

(May 2005 to September 2009)

Rank: Senior Airman E-4 Medical Honorable Discharge

• Performed numerous maintenance inspections on vital aircraft such as B-1 Bomber and C-130 Cargo aircraft at Dyess AFB to ensure the safety and security of over 500 airmen in 4 years of service. Proficient Knowledge of Air Force: Technical orders, regulations, manuals, and procedures governing the identification of discontinuities and flaws in metallic and non-metallic parts, operation and maintenance of non- destructive inspection test and oil analysis equipment, storage, use and disposition of acids, solvents, and cleaning agents, radiological safety and operating procedures, safety codes, and practices, concepts.

• Maintained and organized portfolios of 350 airmen daily

• Demonstrated effectiveness in problem evaluation to generate quick solutions concerning aircraft defects in different areas.

• Coordinated relationships with corporations and airline companies to sustain the integrity of the United States Air Force to ensure the safety of deployed airmen coming back to the United States after deployment.

Contact this candidate