DON WHITE
Schertz
Summary
Twenty years of military personnel and career advising experience, expertise in various military personnel programs, supervisory and military training. Skillful in problem solving, streamlining, and working with people throughout entire workforce structure within and outside the organization to not only meet but exceed customer expectations. Team oriented, dedicated, hardworking, and excellent people skills. Superior communication skills in conducting presentations/briefings used to inform, train, and/or convey ideas to senior military leaders and audiences ranging in sizes of 50 to 200 military, civilians and dependents.
Resource management professional, highly prepared for roles involving coordination and optimization. Successfully led initiatives to enhance resource utilization and streamline processes, making tangible impact on operational efficiency. Known for collaborative team efforts and adaptability, with strong skills in strategic planning and effective communication.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Goodwill Contract Services
Joint Base San Antonio, TX
10.2016 - Current
- Respond to and provide timely, professional, accurate, and adequate responses to telephone calls, e-mails, and webcasts. Assist PERSCO and MPS will general casualty and SOES related inquiries. Document each case as prescribed on a full spectrum of military and civilian personnel inquiries. Process all DD Form 214s for military service members separating and retiring from the Air Force to include tracking, researching, collecting documentation, typing, certifying and mailing DD Form 214s. Manages large volumes of inbound phone calls, e-mails, and webcasts 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.
- Supervisor. Mr. Glen Best, 210-565-5129
- Okay to contact this Supervisor Yes
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and service quality.
- Assisted in training new staff on operational procedures and customer service protocols.
- Coordinated with cross-functional teams to address customer needs effectively and ensure seamless communication.
Recognition Associate
Goodwill Contract Services
Joint Base San Antonio, TX
11.2015 - 10.2016
- Evaluate and process Air Force Board of Military Corrections, Congressional and National Personnel Record Center inquires for Awards and Decorations from veterans and active duty personnel. Run annual boards to support Air Force Special Trophies and Awards program; process requests from retirees for Non-Combat Campaigns credit, respond to requests and mails out medals; and prepare Memorization packages to appropriate approval authority levels.
- Supervisor. Ms. Vanessa Freeman, 210-565-2156
- Okay to contact this Supervisor Yes
- Oversaw daily operations to ensure compliance with organizational standards and safety protocols.
- Trained new staff on operational procedures, fostering a collaborative work environment.
Education
Associate of Science - Management
Wayland Baptist University
San Antonio, TX07-2020
Associate of Applied Science - Human Resources Management
Community College of Air Force
Maxwell Air Force Base, AL01-2009
Skills
- Computer fluency in Microsoft Windows operating systems Proficient in Microsoft Office to include Word, Excel, and PowerPoint Knowledge of Internet browsers and email applications
- Hold US Government Secret security clearance during active service
- Excellent communication, interpersonal, and customer service skills
- IEP compliance
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
Timeline
Customer Service Representative
Goodwill Contract Services
10.2016 - Current
Recognition Associate
Goodwill Contract Services
11.2015 - 10.2016
Associate of Science - Management
Wayland Baptist University
Associate of Applied Science - Human Resources Management
Community College of Air Force
Military Professional Education
- Airmen Leadership School Colorado Springs, Colorado 1999
- Noncommissioned Officer School San Antonio, Texas 2004
- Senior Noncommissioned Officer School Montgomery, Alabama 2013
- PERSCO – Silver Flag Training Course Tyndall AFB, FL 2008
- DCAPES - WING LEVEL OPERATORS Ramstein AFB, Germany 2013