Geraldine Laux

• Gained certification for Sawyer 1 as Chainsaw operator.
• Navigating coursework on Instructor certifications.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to clients, handled challenging situations with empathy and diplomacy.

• Established a consistent, cohesive brand across recruitment areas and platforms.
• Liaised between Military Leadership, Civilian & Contract workers, facilitating smooth communication and successfully achieving recruitment processing.
• Successfully reviewed/verified the accuracy of applicant enlistment paperwork and updated applicant enlistment documents using secure automated personnel data systems (ie.) PRIDE, MEDWAVE, NSIS, track Program Authorizations, BUPERS – Bureau of Navy Personnel CNRC – Command Navy Recruiting Command DoD—Department of Defense USMEPS—Military Entrance Processing Station NAVMAC – Navy Manpower Analysis Center NETC – Commander Naval Education and Training NPC – Navy Personnel Command MPTE—Manpower, Personnel Training, and Education NMCI—Navy Marine Corps Intranet NRD—Navy Recruiting District POM—Program Objective Memorandum.
• Traveled in accordance with the Government’s Joint Travel Regulations (JTR) or Federal Travel Regulations (FTR) to USMEPS to act as Liaison to staff to obtain Medical Documents per program authorizations for Officer Candidates.
• Supply/ Logistics SUPPORT- Prepare personal awards to include engraving names and command logo on plaques in accordance with SECNAVINST 1650.
• Prepare items for shipment. Assemble, address, label, and ship merchandise or material; receive, unpack, verify and record incoming merchandise or material; and arrange for the transportation of products.
  
  

• Developed and implemented performance improvement strategies and plans to promote continuous improvement resulting in an increase in guest satisfaction by 70 %.
  
• Promoted available products and services to customers during service, account management and order calls.

Resolved problems, improved operations, and provided
exceptional service

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Scheduled, directed and supervised external contractors in the maintenance and groundskeeping.

▪ Accelerated Veteran care based on advanced knowledge of specialty care by coordination, advocating, recommending / referring STAT and highly complex orders and procedures.

▪ Tactfully Recommended changes to existing clinic procedures based on current administrative guidelines within VA healthcare Pact teams, Physicians, Utility Nurses, and caregivers, based on sound judgement and putting Veteran’s healthcare needs first.

▪ Expertise in utilizing numerous advanced patient systems such as outside providers portals for records in support of multiple clinics involved in an interdisciplinary coordinated care (i.e.) Billings Clinic Cerner.

▪ Advanced knowledge in areas of MRA/ MRI with and without contrast, to ensure all SEOC's, Orders, Authorizations correct and for correct body parts. Trained in completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process successfully.

▪ Resolved difficult problems and diffused potential dissatisfaction with veterans.

• Managed screening checkpoint and sub-ordinates, confirmed adherence to all national level security and TSA objectives.
• Administered and assessed performance of team members, provided training to enhance productivity, and recommended multiple human resources actions such as promotions, reassignments, awards based on performance.
• Employee Relations- provided guidance and collaborated with Senior Leadership, TSA Officials, and Management staff in the area of employee relations performance, discipline, and action(s) to be taken, prepared required letters and/or documents.
• Training instructor for 7 Montana Airports Federal contract for Dept. of Homeland Security- TSA.
• Utilized appropriate leadership styles and techniques based on evaluation of the situation, in order to effectively guide and direct staff.
• Managed all exempt employee coaching, training and performance improvement actions.
• Organized and edited training manuals, multimedia visual aids and other educational materials.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Trained new hires to perform cross-training exercises with experienced workers.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Created in-depth training manual Supervisory Syllabus utilized co

▪ Built an effective communication channel across the organization and delegated work responsibilities to team members to maintain seamless execution of work.

▪ Rendered expertise as an incident commander during emergencies, guaranteed SOP compliance in coordination with law enforcement agencies, TSA coordination centers/security.

▪ Planned and executed various emergency drills that resulting in more than 75% increase in new members within law enforcement agencies.

▪ Promoted to deputy program manager (DPM) at Glacier Park International Airport (GPI) on rendering exceptional performance and results.

▪ Devised recruitment strategy, interview process, new hire orientation and promotional Supervisory step levels, resulting in writing a companywide fully utilized Supervisory training manual to include the Site Lead Manager duties, which was approved and implemented in its entirety.

▪ Formulated a plan for compliance with FAA CFR 139 certification regulations to augment and retain airport operations at Havre City-County Airport.

▪ Wrote and awarded with a $220.000 American recovery and reinvestment (ARRA) Grant that presented to the Havre City County Council Members and public forum to hire three laid off BNSF railroad conductors to perform airport winter operations.

▪ Oversaw multiple programs and functions simultaneously by leveraging strong organizational and project management skills.

▪ Assessed ongoing risk factors and suggested improvements to senior management.

▪ Joint Personnel Adjudication System (JPAS) Assist Program Manager performing comprehensive personnel security management of all DOD employee civilians and DOD contractors in - new hire forms and security classifications.

• Managed feeding, rugging, and general stable procedures, communicating issues or significant maintenance requirements to management when necessary.
• Provided exemplary care for Clydesdales & Mules seasonally.
• Replaced animal's hay and water regularly while watching animals for changes in behavior or demeanor.
• Operated farm equipment such as tractors and trucks with extreme care and precision.
• Monitored inventories of animal feed, planting supplies and farm tools to maintain smooth farm operations.

• Supported in administrative areas such as budget, finance, logistics, procurement, HR, records, and file management. Developed maintained and prepared reports and office records. Answered multi telephone line, fielding calls to appropriate entity or party. Verified signature and identifications checks to access controlled entry of secured CBP site.

▪ Introduced new access security control protocols in detection/prevention of positive I.D. verifications to mitigate threat to unauthorized persons entering secure federal facility.

• Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
• Used problem-solving skills to alleviate issues efficiently with minimal supervision.
• Maintained inventory and submitted written requests for supplies to keep stock levels even.

• Served as Front-line Customer Service Director of 150 agents, consistently ensured delivery of quality customer service vital to sustaining and growing loyal, satisfied clientele base.
• Faced leadership challenges representing the highest level of authority at the airport, made difficult decisions resulting in analyzing, problem solving, while balancing the needs of United Airlines, FAA, TSA, stakeholders, and the traveling public. Held responsibility for ensuring compliance with all Federal Security policies and procedures within No-FLY Secure Flight program.
• Supervised Secure Flight, coordinating with FBI, local law enforcement agencies in all security incidences.
• Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
• Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.