Felicia Ryder
Universal City,TX
Summary
Hard-working and committed veteran with supervisory skills and exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish projects, no matter the task. Skilled in teaching concepts and strategies. Possesses a unique culmination of work experience in various fields aimed to leverage academic experience, proven knowledge of conflict resolution, and developed communications skills to encourage creativity in various work environments while both ensuring and contributing to quality, zero tolerant, teamwork-driven atmosphere.
Overview
12
12
years of professional experience
Work History
Supervisor, Customer Support & Career Assistance Advisor
Tinker AFB Force Support Squadron
Enid, OK
08.2020 - Current
- Collaborated and monitored team of 5 servicing Reserves Airmen base-wide for 2K+ personnel
- Managed life insurance program and medical entitlements valued at $4.4M in benefits/backpays
- Awarded Exceptional Supervisor recognition 1st quarter 2021
- Created Professional Development organization for base personnel filling gap for missing mentoring program
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to continuously develop team and provide exceptional customer service
- Used remote diagnostic tools and 10+ programs to identify sources of certain customer issues and correct discrepancies in personnel information and pay
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts at high tempo
- Maintained compliance with Air Force, Department of Defense and U.S. policies, objectives and communication goals from senior leadership.
- Tracked and prepared monthly reports of goals involving loss of retention and employee satisfaction to management.
- Audited and documented processes and procedures for new personnel
Biological Sciences Secondary Science Educator
Enid Public Schools
ENID, OK
08.2020 - 01.2023
- Awarded “Emerging E” Education Award as first year teacher1st ever
- Completed Oklahoma Dept of Education Alternative Certification program in 9 months, beating 3 year standard
- Provided daily instruction and lesson plans to support students from diverse backgrounds to include learning support, non-English speakers and educationally challenged students
- Provided daily before school and after school assistance to students and families
- Monitored and engaged with 300+ students and families
- Created quarterly classroom newsletter to bridge gaps in communication to families, lauding student achievement, state curriculum, upcoming dates
- Chosen as district September 11th speaker; televised and spoke to over 3K personnel
- Assistant Speech and Debate Coach
Administrative Assistant, Biological Sciences Dept
NORTHERN OKLAHOMA COLLEGE, UNITED STATES AIR FORCE
Enid, OK
09.2019 - 05.2020
- Restocked and monitored laboratory supplies and placed purchase orders to maintain adequate stock levels for instruction for over 5K students.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Supported administration by organizing spaces and materials and sorted and distributed office mail and recorded incoming shipments for institution records, additionally monitoring student correspondence to foster office efficiency.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage and utilized office automation equipment, such as ScanTron, copiers, fax, printers, etc.
- Monitored premises, screened visitors, updated logs for Student Tutoring Lab
- Served as Student Instructor in Tutoring Lab
Customer Support
Vance AFB, USAF
Enid, OK
09.2017 - 08.2019
- Managed motivated team of 5 praised for delivery of high standard of customer service to 1200+ customers daily Managed life insurance program valued at $4.4M in benefits/backpays
- Oversaw creation of 1K+ pay records
- Awarded 2019 Non-Commissioned Officer Award annual award, 4th quarter 20178 Non-Commissioned Officer Award, Air Force Commendation Medal, and Air Force Achievement Medal Act of Courage for heroic efforts
- Promoted purchase of office supplies, equipment and warranties by detailing benefits of each to customers requesting items and maintaining log of expenditures, reconciling invoices and auditing thousands of dollars in accounts
- Used remote diagnostic tools and multiple platforms to identify sources of certain customer issues and discrepancies.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service in exceptional and timely manner
- Established empathy with customers through insight into business drivers and expectations to offer personalized service to rectify personnel issues.
- Answered incoming support inquiries via chat, phone and email.
- Trained team of 5 to to use and maintain equipment to reduce service issues and provide customer support.
Air Terminal Operations Center Sr. Controller
Mildenhall AFB, United Kingdom, USAF
Mildenhall, Suffolk
10.2013 - 07.2017
- Led high tempo team of 8, providing 5 work centers with information crucial in receiving, documenting, and moving passengers, cargo and high security, classified mail, occasionally at no notice.
- Sequenced loading of over 3M aircraft
- Oversaw explosives and human remains for aerial port hub for Europe, including acting as single point of contact for US and UK explosives guidelines to maintain diplomatic road and air compliance between nations above 20+ U.S Tons annually
- Mitigated risk by implementing OSHA standards to personnel
- Acted as unit Sexual Assault Response Program leader; provided education and training to 50+ members in accordance with DoD direction and executive leadership standards
- Developed effective strategies to turnaround and manage Fall Protection Program
- Processed and entered customer orders into database and provided proactive customer service for accounts, signed for special deliveries and maintained hi visibility cargo in secured areas.
Passenger Services Representative
Ramstein AFB, Germany, USAF
Ramstein, Germany
08.2011 - 10.2013
- Created/maintained administrative procedures for passengers' reservations, boarding passes, check- in, rebooking, cancellations, security and baggage procedures for both deployments as well as leisure travel
- Enforced FAA compliance with airline rules for thousands of passengers annually
- Manned departure gates and assisted passengers, continued FAA compliance enforced, including security procedures
- Maintained Customer Service refreshment area, to include servicing of executives daily
- Utilized public address system to announce arrival/departure of aircraft, delays, transfers, boarding initiations and security information in accordance with FAA and TSA guidelines with incredible communication skills
- Assisted in management and addressing of customer complaints and care/managed Ramstein AB Lost and Found section
- Key in creation of new position; Customer Service Liaison to provide personal contact and care to customers in waiting areas.
- Awarded Air Force Achievement Medal for exceptional performance
- Promoted 6 months early; chosen as single individual for promotion out of peers.
Education
MBA - Management, Specializing in Marketing
University of Maryland
Adelphi, MD 12.2023
B.B.A - Business
American Military Unversity
Charles Town, WV10.2021
Bachelor's of Science - Psychology And Biology
University of Maryland
Adelphi, MD05.2019
Associate of Arts - Human Resources And Logistics Management
Community College of The Air Force
Maxwell AFB, GA 08.2014
Skills
- Google Suite
- Typing speed: 76 WPM
- Great Expectation Certified
- SolutionTree Professional Learning Committee Experience
- Verbal and Written Communication Expert
- Tracking and Documentation
- Microsoft Windows and Office
- Multitasking and Prioritization
- Customer Service Support
- Interpersonal Skills/Conflict Management
- Attention to Detail
- Vendor Relations
Volunteer Work
- Vance AFB Child Development Center - Assisted with mealtimes, learning activities, cleanup, and behavior
- Vance AFB Dental Clinic and Stillwater Periodontics Job Shadow - (200+ hours); Observed patients and care in a clinical setting; encompassed basic knowledge of nerves, muscles, anatomy, anesthetics, extractions, medications, infection control, cleanings and exams, cancer screenings, hygiene, consults, grafts, restorations and post-ops. Completed 4 hr HIPAA/Infection Prevention course
- Oklahoma Ministry on a Mission Dental Expo; Provided sterilization to medical equipment in a community driven clinic. Assisted in the provision of dental care to less than fortunate community members
- Enid SPCA Volunteer (50 hours)
Timeline
Supervisor, Customer Support & Career Assistance Advisor
Tinker AFB Force Support Squadron
08.2020 - Current
Biological Sciences Secondary Science Educator
Enid Public Schools
08.2020 - 01.2023
Administrative Assistant, Biological Sciences Dept
NORTHERN OKLAHOMA COLLEGE, UNITED STATES AIR FORCE
09.2019 - 05.2020
Customer Support
Vance AFB, USAF
09.2017 - 08.2019
Air Terminal Operations Center Sr. Controller
Mildenhall AFB, United Kingdom, USAF
10.2013 - 07.2017
Passenger Services Representative
Ramstein AFB, Germany, USAF
08.2011 - 10.2013
MBA - Management, Specializing in Marketing
University of Maryland
B.B.A - Business
American Military Unversity
Bachelor's of Science - Psychology And Biology
University of Maryland
Associate of Arts - Human Resources And Logistics Management
Community College of The Air Force
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