Serving as the initial point of contact at the Service to Armed Forces Service Center (SAFC), providing efficient, compassionate communication and 24-hour emergency services to retirees, members of the military, and military families. Process a high volume of calls, assessing client needs, and taking appropriate action. Provide guidance relating to the administration and implementation of service delivery programs.KEY ACHIEVEMENTS:• Authorized to approve financial assistance up to $2,000.00, presenting amounts in excess, with supporting documentation, to approving authority• Resolved a number of complex cases independently utilizing in-depth knowledge gained through years of experience and detailed knowledge of policies and procedures• Communicated effectively with individuals at all levels of the organization, distributing timely data• Located military personnel by contacting military post locators or DEIDS, guaranteeing timely and accurate delivery of emergency messages and correspondence

Provided around-the-clock information to military personnel, retirees, and families via inbound requests (text and telephone), building customer rapport through professional and courteous communication. Researched, compiled, and organized confidential and time-sensitive cases, prioritizing needs appropriately.KEY ACHIEVEMENTS:• Demonstrated proactive approach in handling life-threatening time-sensitive cases, taking initiative, exhibiting courage, and proving willingness to rethink ideas to solve problems• Trained in proper response and immediate action needed upon receiving call from client in crisis• Instructed six newly appointed personnel on center operations, policies, and procedures, leading by example and reinforcing importance of quality service and teamwork to achieve organizational goal of client satisfaction