Dallas Worthy-Hopkins

• Provides financial customer service and support to more than 19K active duty, reserve, retired, and civilian personnel and managed $1.3M in financial transactions monthly with 97% accuracy rate
• Manually computed final payments for personnel retiring or separating from active duty and updated computer databases
• Reviewed and/or audited travel vouchers for military members, calculated travel payments, and submitted travel transactions for approval to higher authority
• Conducted Separation/Retirement financial management briefings to groups of 30 personnel and performed Quality Assurance audits of members final pay and entitlements prior to final approval
• Certified military pay documents for accuracy and ensured information was correctly input into computer databases by technicians with ZERO errors.
• Played key role in reducing lead times through effective scheduling and prioritization of work orders
• Aided research efforts aimed at improving existing processes or developing novel ones; this included offering insights based on firsthand experience and familiarity with current systems
• Participated actively in root cause analysis sessions for resolving recurring process issues, leading to sustainable solutions being implemented

• Oversaw completion of 4K change of duty station pay transactions totaling $3M with 97% accuracy rate bested Air Force standard of 95%
• Audited 2.3K travel claims, ensured 100% accuracy, and coordinated disbursement of $8M and mitigated Government Travel Card delinquencies and employee financial concerns
• Tracked and gained 55 transferring personnel, executed system inputs, achieved 100% gain rate, and averted $9K in overpayments
• Analyzed and resolved 20 complex pay problems, identified solutions, and cleared discrepancies, and delivered $8K in payments to members
• Steered company's largest Customer Service Portal, guided virtual customer service operations, and resolved 893 pay discrepancies - decreased customer service response time by 56%.
• Identified and resolved discrepancies in cashier budget reports, maintaining financial integrity.
• Conducted variance analyses to identify potential areas for improvement in existing cashier accounting and budgeting practices.
• Familiarity of DoD regulations to showcase knowledge of effective work methods, financial systems, and efficiency in procedures.

Provides financial customer service and support to more than 19K active duty, reserve, retired, and civilian personnel

• Supported 2 military installations and performed cashier operations, processed 912 payment and collection vouchers, and balanced $3.4M ledger daily with Defense Financial Accounting Service (DFAS)
• Audited 458 travel vouchers and ensured 100% accuracy in accordance with Joint Travel Regulations; submitted vouchers to processing center and coordinated release of $2M to inbound personnel
• Interfaced with multiple Air Force Organizations such as Department of Defense financial accounting offices to resolve 204 outstanding cases; identified and corrected discrepancies and ensured personnel pay records were corrected
• Reviewed and processed 154 travel vouchers with 99% accuracy rate and disbursed $350K to employees
• Reset 106 Mayday passwords for retirees and enabled tax filings with local military community by securing 1099R's
• Reviewed military pay documents, identified and corrected errors, input $9.3K transactions with 99% accuracy, paid $6.4M in entitlements, and reduced internal transaction rejections.
• Collaborated with human resources staff to ensure proper documentation and record-keeping for all pay-related transactions.
• Played key role in maintaining high levels of morale among service members by ensuring fair and accurate compensation for their dedicated service.

• Answered calls and responded to phone inquiries, provided customer service to members and direction to patrons at front desk, and assisted with filing and scanning paperwork.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries
• Collaborated with team members to achieve high-quality service and timely resolution of issues
• Reduced response times by prioritizing tasks effectively during high-volume periods
• Managed multiple tasks simultaneously while maintaining focus on quality customer care
• Developed rapport with customers by consistently delivering friendly and efficient service
• Handled escalated customer concerns with empathy and professionalism, resulting in satisfactory resolutions
• Met customer call guidelines for service levels, handle time and productivity

• Assisted with filing paperwork and correspondence, answered phones, and responded to customer inquiries, and assisted clients as needed
• Provided support and assisted with setup and break down for community and volunteer events and special projects that catered to average of 5 attendees.
• Expedited document processing with accurate data entry and timely filing
• Enhanced office efficiency by managing schedules, organizing files, and maintaining clean workspaces
• Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy