Shawanda Washington Email & Phone Number

Provides timely, professional, accurate, and adequate responses to telephone calls, emails, and webchats. Documents each case as prescribed on a full spectrum of military and civilian personnel inquiries. Processes all DD 214s for military service members separating and retiring from the Air Force to include tracking, researching, collecting documentation, typing, certifying and mailing DD 214s.Manages large volumes of inbound phone calls, e-mails, and webchats in fast-paced, stressful customer contact center environment.Identifies customers’ needs and verifies their identity through a systematic approach.Researches and understands government required policies, directives, and personnel data systems to assist Air Force Military and Civilian workforce with inquires across a broad spectrum of Human Resource (HR) questions in a short period of time.Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call, e-mail, and chat was resolved. Appropriately escalate unresolved cases to the business process owner as directed.Quickly adapts to changing Air Force HR policies and procedures.Answers and resolves all calls and webchats within 120 seconds minimizing abandon rate; making every effort to resolve all calls, e-mails and chat cases received.Processes all DD Form 214s for retiring and separating Military personnel per directives.Meets other duties and expectations as assigned.

Managed 10.6K Avionics Technician manning authorizations and personnel assignments worldwide.Processed Humanitarian and Exceptional Family Member Program cases and found solutions that met mission requirements and deterred hardships on military members.Analyzed maintainer staffing within the avionics career field and balanced expected retirements, technicians returning from overseas assignments, reenlistment (retention) statistics, and technicians completing apprentice training with fundings available for reassignments.Screened manning authorizations, validated fill requirements, matched military members’ base of preference desires, and achieved a 92% customer satisfaction result.Successfully diverted 44 technical training graduates in less than forty-eight hours during Coronavirus operations.Selected to manage assignments for the prestigious Thunderbirds Air Demonstration Squadron.

Managed personnel actions and provided administrative support to the Professor of Aerospace Science, 5 instructors, 6 Air Force Institute of Technology graduate students, and 28+ undergraduate (cadet) students.Managed personnel records, monitored pay actions, including tuition, fees, subsistence, and textbooks and oversaw student life-cycle actions including medical, physical, enlistments, categorization, and commissioning.Performed all administrative and personnel updates via the Web Intensive New Gains System (WINGS).Focal point of a fast-paced, three-person administrative operation providing persistent student customer service and coordinated actions with other university, federal, and Air Force agencies.Mentored students on career opportunities, standards, accountability, and core valuesRedesigned a 45-page unit application package and updated procedures for in processing the cut admissions time from two weeks to 3 days.Solved student issues including coordinating emergency leave, housing issues, medical issues, financial issues, and was a trusted counselor for personal issues.Orchestrated student morale events to foster team identity and demonstrate focus on enjoyment, exercise, and healthy lifestyles.

Handpicked for a Senior Leader Management position.Supported Air Combat Command (ACC) Senior Leaders (SL) consisting of 35 General Officers, 450 Colonels, and 20 Senior Executive Service civilians.Assisted the ACC Commander in the selection of SLs as members of various enterprise-level boards, leadership courses, and Air Expeditionary Force taskings.Discreetly handled/tracked evaluations for General Officers.Maintained all assigned Colonels’ records of performance and ensured their Officer Performance Reviews and Training Reports were accomplished and filed.Finalized Promotion Recommendation Forms (PRFs) for the ACC Commander’s signature.Coordinated directly with Air Force Headquarters, Numbered Air Force Headquarters, USAF Warfare Center, ACC Staff and 25 Air Force Wings regarding SL issues.

Supervised and performed personnel activities and functions including personnel action requests; source documents; and unit, field, and master personnel records.Prepared, reviewed, and processed personnel accounting and strength management reports, personnel casualty documents, recommendations for awards and decorations, disciplinary actions, promotion lists, identification cards, military orders and reassignments, and discharges.Processed personnel for separation and retirement.Reviewed and edited correspondence prior to release, submission for signature, or other disposition.Planned and organized office operations including publications and forms administration and office administrative procedures.

Master'S Degree, Business Administration And Management, General

Associate'S Degree, Human Resources Management/Personnel Administration, General

Master'S Degree