Customer Service Program Analyst

Emuobosan Ojaruega

248-***-**** • Pontiac, MI **340• ********@*****.***

Highly accomplished military veteran with 13 years of dedicated service, showcasing expertise in

Training management, supervision, customer service, administration, and operational roles. Adaptable, dependable, and possessing strong skills in development, organization, leadership, team-building, and analytical thinking. Demonstrated ability to create and develop effective procedures for employers and wing leadership. Proficient in multitasking across diverse settings and well-versed in Microsoft Office.

Experienced and versatile Program Analyst with a background in ongoing program evaluations, driven by a passion for embracing new professional challenges. Highly effective in reviewing and validating data,

conducting complex reviews and assessing program operations to ensure optimal outcomes.

EXPERIENCE

United States Air Force 02/2025 - Present

Base Education Training Technician Title 32, Selfridge, MI

• Validates course attendance and ensures training records are complete and updated in systems.

• Ensures application procedures for technician training and PME schools meet directives.

• Acts as liaison between units and OPRs for ancillary training matters.

• Coordinates wartime training requirements and assists OPRs with integration into exercises.

• Analyzes manning documents and individual skills to determine training objectives.

• Manages formal schools training budget, including MEST and workdays.

• Serves as a resource advisor for formal school budgets and travel resources.

• Coordinates with higher headquarters on budgetary matters related to MEST.

• Interprets regulations and procedures to guide budgetary changes and resource prioritization.

• Assists with Education, Training, and Distance Learning Programs implementation.

• Develops and implements unit training plans, policies, and procedures.

• Administers the "Air Force Training Course" program and trains personnel to teach it.

• Provides advisory services on education and training programs to commanders and staff.

• Develop instructional products, including lesson plans and training objectives.

• Schedules and administers examinations, ensuring testing equipment is maintained and secure.

KBR Government Solutions

LODGING MANAGER, Al Kharj, Saudi Arabia 12/2022 – 10/2024

Supports the Power Plant Services in providing escorting support to Third Country National (TCN)/Other

Country National (OCN) vehicle, roving, escorting & monitoring personnel, and providing first response,

safety checks, and recording incidents for overall work areas and for the completion of required reports

and tasks following the established policies, procedures, systems, and requirements approved by the

company and the USAF.

• Supervise Title 10 installation support services for 4000+ U.S. military personnel and contractors,

ensuring effective logistics and operations at Prince Sultan Air Base (PSAB) and remote Army sites.

• Manage PSAB's Visitor Control Center (VCC) during night shifts, processing over 200 Other Country

Nationals (OCNs) daily, validating credentials, and approving escorts in compliance with USCENTCOM

procedures.

• Assist with the enlisted training program by establishing and implementing unit training plans, policies, and procedures

• Plans, organizes, leads and controls the Group and subordinate unit training program to ensure combat readiness. Reviews the training of all personnel.

• Provides training advisory services advises personnel on all training programs

• Escorts and supervises assigned OCNs, maintaining contracted service standards, and prioritizing

safety and security for U.S. personnel and facilities.

• Utilize Genie Lodging Management System to register and assign personnel to base housing,

coordinating seamless lodging preparations and supply issuance.

• Manages the development of education and training instructional products.

• Address customer service requests promptly, investigating and resolving facilities issues to maintain

safe, secure, and habitable lodging conditions.

• Collects and analyzes trend data and provides recommendations to supervisors.

• Facilitate food service, fitness, lodging activities, and Morale, Welfare, and Recreation (MWR) programs.

• Through a planned training control program, ensures a balance of skills and skill levels is always applicable.

• Completes required reports as directed.

• Plans, organizes, and evaluates all elements of training program of personnel.

• Perform various general administrative tasks, including record-keeping, requisitioning, and contracting

for sanitation and food preparation.

• Conduct safety inspections, report issues, and coordinates remediation efforts while ensuring

compliance with the Zero Harm Safety Program.

Security Cooperation Division (SCD)/State Partnership Program (SPP)

PROGRAM ANALYST & CONTRACT PERFORMANCE MANAGER, Joint Force HQ Lansing, MI

11/2014 - 12/2022

• Ensure strict adherence to Task Order requirements, proactively resolving issues and identifying

potential challenges.

• Oversee consular operations, ensuring smooth service delivery, and prepare/deliver reports to

Government and consular managers.

• Represent the Contractor in meetings and conferences with full authority under the specified Task

Order.

• Coordinate greeter staffing, supervise performance and ethics training for employees.

• Optimize document pickup/drop-off and greeter work efficiency.

• Manage sub-vendor performance and conduct random audits of call center skills.

• Identify and mitigate risks, promptly reporting incidents.

• Review and analyze obligation and expenditure data, prepare program spreadsheets.

• Advise management on cooperative agreements, contracts, and commitments.

• Maintain historical data, coordinate with directorates for program summaries.

• Manage daily customer calls, logistics, travel instructions, and tracking spreadsheets for MIANG SPP

travels.

• Maintain theater security cooperation concepts, funding systems, travel compliance, and fund request

evaluation.

• Knowledge and experience in performing interviews and counseling members. Knowledge of instruction methods; task analysis procedures, learning processes, training evaluations, and training systems.

• Experience in scheduling training events and facilities; supporting assistance visits and training meetings; or assisting in work center and individual job qualification standard development.

• Collaborate with Embassy representatives, organize MWR events, and boost unit morale.

United States Air Force 08/2012 - Present

SERVICE JOURNEYMAN/HONOR GUARD MEMBER, Selfridge, MI

• Coordinate food service, fitness, lodging activities, and MWR programs.

• Assist with implementation of regulations and directives for oversight of fitness assessments, lodging,

and dining facilities.

• Perform general administrative tasks, including record-keeping, requisitioning, and contracting.

• Ensure personnel and equipment comply with readiness requirements to support UTCs and

deployments.

• Conduct over 200 Honor Guard ceremonies since 2013.

• Maintain high personal grooming standards and uniform presentation.

• Reduce kitchen accidents through high standards of cleanliness and organization.

• Manage effective supply levels, reordering food stock and dry goods.

378™ EXPEDITIONARY FORCE SUPPORT SQUADRON (ACC)

CONTINGENCY MORALE, WELFARE AND RECREATION NCOIC

01/2022 - 04/2022

• Supervised 7 personnel and 3 committees, organizing and coordinating events, including MSgt release

week, Juneteenth, July 4th, and Police Week

• Coordinated sales events generating a profit of $12,000 and assist in base-wide clean-up events,

managing the clean air initiative for the 378th Air Expeditionary Wing.

• Supported OPTEMPO of 378th AEW by coordinating and facilitating MWR events, including

Information, Tickets, and Travel tours both on and off base.

• Managed Resale funds by selling beverages, T-shirts, and snacks at MWR tents.

378™ EXPEDITIONARY FORCE SUPPORT SQUADRON (ACC)

CONTINGENCY LODGING OPERATIONS NCOIC

04/2022 - 07 /2022

• Ordered, unloaded, sorted, and tracked supplies and equipment for unit activities.

• Integrated intelligence activities into military operations, plans, and programs.

• Handled administrative requirements, maintained records, and submitted operational reports.

• Prepared and delivered investigative reports and briefings.

• Oversaw teams planning, implementing, and realigning field and base operational strategies.

United States Air Force 04/2018 - 09 /2019

AIRMAN AND READINESS TAPS ASSISTANT, Selfridge, MI

• Assisted A&FRPM (Airman and Family Readiness Program Manager) with daily program operations

and activities to support service members and their families.

• Interacted with the Key Spouse/Volunteer program to facilitate Wing-wide events and boost unit

morale.

• Updated member credentials in AFFIST and DODTAP member data systems in coordination with HQ

National Guard Bureau data system.

• Enrolled members in pre-separation and TAP (Transition Assistance Program) classes for retiring and

deployed members of 180 days or more.

• Organized family youth camps and wing events to create a friendly environment for members and their

families.

• Scheduled Airmen and members for financial need analysis to provide necessary support and

assistance.

380th EXPEDITIONARY COMMUNITY ACTIVITY CENTER (ACC) 04/2017 -10/2017 NCOIC

• NCO IC of 380th Expeditionary Community Activity Center, leading seven Airmen and overseeing 414

MWR events.

• Managed resale activities, generating over $1.3 million in revenue, with $647,000 reinvested to support

10,000 joint forces personnel.

• Operated Aloha/BEERS system, servicing 342,000 patrons, with a monthly inventory of $300,000.

• Coordinated food, beverage, and liquor deliveries, managing inventories totaling $315,000.

• Assisted in executing a $40,000 Community Activity Center renovation, ensuring uninterrupted service

and generating a $552,000 profit.

• Demonstrated versatility through Search and Rescue team readiness training and leading 15 sports

events, contributing to a community-focused environment.

United States Air Force 12/2014 - 03/2017

RECRUITING OFFICE ADMINISTRATIVE ASSISTANT, Selfridge, MI

• Provided follow-up contact with prospective applicants for the Air National Guard (ANG).

• Established enlistment folders and maintain professional image standards.

• Field phone calls, organize event requests, and schedule appointments for recruiters.

• Processes document transfers and coordinate Student Flight activities.

• Managed over 50 customer calls per day, increasing sales by 10%, and assist with recruiting events.

EDUCATION

University of Phoenix, Phoenix, AZ

Master of Science / Administration of Justice and Security-Present

University of Phoenix, Phoenix- AZ

Bachelor of Science Criminal Justice Administration-2025

Oakland Community College, Bloomfield Hills, MI

Certificate of Achievement - Homeland Security, 2016

Naval Air Station, McGhee Tyson, Fort Worth, TX

Fitness Fundamental Course - 2016

Federal Emergency Management Agency, Online

FEMA Certificate of Achievement - 2015

Oakland Community College, Bloomfield Hills, MI

FEMA Certificate of Achievement- Emergency Manager, 2015

TECHNICAL SKILLS

JKO and AIRFORCE Portals, Genie Lodging Management System, Airforce Contingency management and accountability platform (CQMAP). Aloha/BEERS System, Microsoft Office,

AFFIRST program (Airmen and Family Readiness operation) AFFIST and DODTAP member data systems,

Research and data analysis, Customer service and support, Logistics coordination and event planning

Contact this candidate