Heather Santana
Georgetown,TX
Summary
Experienced administrative professional experienced in the Department of the Air Force and civilian sectors. Pursuing an MBA with a focus on Project Management, alongside a Bachelor's in Human Resource Management from Park University. Skilled Executive Secretary proficient in managing administrative functions, interpreting policies, crafting diverse documents, and overseeing the STEM Awards Program. Demonstrated expertise as a Unit Program Coordinator in program management, initiative promotion, and utilizing critical software systems. Proficient in Microsoft Office Suite with strong communication, problem-solving, and time management abilities.
Overview
14
14
years of professional experience
Work History
Executive Secretary for ACC Chief Scientist
Department Of The Air Force
Langley AFB, VA
04.2023 - 06.2024
- Facilitate administrative functions as the coordinator for the ACC Chief Scientist office, overseeing programs including records management and equipment maintenance
- Interpret and enforce policies, regulations, and privacy acts, serving as the primary point of contact for policy clarification within the ST office
- Generate a diverse array of correspondence, reports, and documents, synthesizing information provided by staff for both recurring and ad-hoc needs
- Manage the review and processing of incoming and outgoing correspondence, materials, publications, regulations, and directives
- Handle phone calls, greet visitors, and discern the purpose of inquires or visits, taking appropriate actions based on comprehensive understanding of organizational operations
- Execute clerical and administrative tasks in direct support of the Chief Scientist, instituting, updating, and maintaining office procedures to ensure optimal functionality
- Act as a liaison between supervisor and subordinate units, fostering effective communication and collaboration
- Offer oversight and guidance for the STEM Awards Program at both ACC and AF levels, ensuring program success and alignment with organizational objectives.
- Assisted with special projects as needed; provided input on project plans when requested.
- Prepared agendas and took minutes of meetings attended by the executive staff.
- Ensured that all records were maintained in accordance with company policies and procedures.
- Assisted in the preparation of presentations, reports, memos, letters, and other documents as needed.
- Coordinated various office activities such as ordering supplies and arranging catering services for events.
- Monitored emails received by executive personnel; responded promptly when appropriate.
Unit Program Coordinator
Department Of The Air Force
Langley AFB, VA
07.2019 - 04.2023
- Recipient of various awards including Civilian of the Quarter and Year at the Squadron, Group and Wing levels for multiple years
- Manage incoming telephone calls and visitor greetings, discerning the purpose of inquires or visits
- Act as the unit liaison for military and civilian personnel, facilitating effective communication and collaboration
- Compile bidder lists by evaluating qualified applications for squadron bathroom remodeling project
- Serve as an expert resource for mandated administrative support programs, ensuring compliance and efficiency
- Perform diverse clerical and administrative tasks in support of office and organizational objectives
- Utilize multiple office automation software tools to produce documents with complex formats, incorporating graphics, tables and editing needs
- Update and revise electronic drafts, databases, and spreadsheets to maintain accurate records and information
- Execute records management procedures to organize and maintain squadron documentation
- Provided aid to military personnel and civilians regarding leave, training, and personnel actions
- Spearhead multiple programs including promotions, sponsorship initiatives, EPRs, and RIPs
- Redesign Sponsor program to enhance resources available to squadron members and newcomers
- Overhaul the EPR program to ensure accuracy and consistency in acronyms and abbreviations
- Lead coordination of promotion ceremonies, managing certificates, scripts, and badges
- Serve as the primary point of contact for administrative support programs to the squadron commander
- Track and monitor squadron movement including gains, losses, deployments, TDY, leave status, and separations
- Proficient in various software systems including VPC, BLSDM, PRDA, LeaveWeb, mypay, TOL, MilPDS, AFFMS II, vMPF, DTS, GTC, CL, DDRP, GPC, ATAAPS, and AFPC
- Subject Matter Expert (SME) for promotions, ceremonies, military member in/out-processing, Cyber Security Liaison (CSL), Drug Demand Reduction Program (DDRP), Hurricane Evaluation Procedures, Unit Control Center (UCC) Sponsorship, Privacy Monitoring, and Personnel Information Files (PIFs)
Squadron Commander's Secretary
Department Of The Air Force
Moody AFB, VA
11.2018 - 06.2019
- Prepare a diverse array of recurring and occasional correspondence, reports, and documents, ensuring accuracy and completeness, and finalize documents prepared by others in handwritten and electronic drafts
- Review and manage incoming and outgoing correspondence, materials, publications, regulations, and directives to ensure compliance and timely processing
- Receive telephone calls, greet visitors, and determine the purpose of inquiries or visits, providing appropriate assistance or redirection as necessary
- Maintain supervisor’s calendar, coordinate meeting arrangements, and schedule meetings and conferences efficiently
- Perform various clerical and administrative tasks in support of office and organizational objectives
- Utilize multiple office automation software tools to generate documents with complex, formats, incorporating graphics, tables and text editing as required
- Reformat electronic drafts and update or revise existing databases and spreadsheets to maintain accurate records and information
- Serve as the Squadron Secretary for the 23d Medical Operations Squadron (MDOS), managing administrative tasks for 86 squadron personnel
- Possess expertise in DTS (Defense Travel System) and serve as an Organization Defense Travel Administrator (ODTA) for MDOS, ensuring efficient travel management
- Execute records management procedures to organize and maintain squadron documentation
- Review, correct, and route Promotion Recommendation Forms (PRFs), Officer Performance Reports (OPRs), Enlisted Performance Reports (EPRs), and decorations
- Assist in running slides for weekly meetings, ensuring smooth facilitation of communication
- Proficient in Personnel Records Display Application (PRDA), Base Level Service Delivery Model (BLSDM), VPC, and Air Force Fitness Management System II (AFFMS II) for comprehensive administrative support.
Personnel Assistant 1
Hyperion Biotechnology
Moody AFB, GA
06.2018 - 11.2018
- Provide exceptional customer service as a military HR specialist, ensuring customer satisfaction through professional, courteous, and timely assistance
- Demonstrate skill-level 2 technical proficiency in various military HR functional areas
- Serves as an HR specialist within a Military Personnel Element (MPE) work center, managing customer service, passport administration, ARMS, awards and decorations, in/out processing, ID/CAC card management, and personnel applications
- Act as an HR specialist within a Customer Personnel Element (CPE), delivering quality personnel support to commanders and appropriated employees
- Exhibit extensive knowledge and in-depth subject matter expertise in DOD and USAF governing directives, HR personnel policies, and base-level operating procedures
- Conduct thorough research on records, policies, directives, regulations, military historical documents to ensure accuracy of records and determine benefits eligibility, including for dependents and former spouses
- Provide detailed briefings and counseling to members and family members on HR procedures
- Access multiple automated systems such as MILPDS to update emergency documents efficiently
- Scan and transmit documents to AFPC, ensuring prompt and accurate processing
- Maintain the highest standards of integrity, honesty and professionalism in all interactions and tasks
- Dedicated to delivering quality and value to military service members, family members, and retirees within the installation area of responsibility
- Demonstrate elevated proficiency in HR core competencies, handling routine and complex customer inquiries via telephone and email, and effectively coordinating with supported unit administrative personnel and unit commanders.
Military Spouse Support Liaison
Workforce Solutions of North Texas
Wichita Falls, TX
06.2017 - 02.2018
- Recognized by Flight Chief of the Airman and Family Readiness Center for outstanding contributions to the military and community of Sheppard Air Force Base
- Established and fostered strong public relations by collaborating with the Chamber of Commerce, Rotary Club, Sheppard Air Force Base Airman & Family Readiness Center, and community employers, disseminating information about services and activities to the community
- Provided dedicated support to military spouses in securing employment and placement within the city, working closely with Sheppard Air Force Base to ensure their readiness for the workforce
- Successfully facilitated job placements for over 60 veterans and their spouses within the community over a 6-month period
- Demonstrated expertise in the Priority Placement Program for military spouses, ensuring comprehensive understanding and effective navigation of the process
- Offered assistance and continuing work/life services to eligible military populations, including reviewing and tailoring resumes and cover letters for specific job opportunities
- Conducted resume writing workshops, educating individuals on best practices, including keyword optimization and formatting techniques
- Proficient in Microsoft Office Suite, Excel, and PowerPoint, adept at producing various documents such as spreadsheets, letters, and reports
- Developed resumes for U.S
- Veterans, spouses, and dependents, aligning qualifications with job requirements
- Utilized problem-solving skills to address barriers to employment for job seekers
- Established and maintained valuable networks with community members and companies to create job opportunities for clients
- Designed action plans, gathered data, and prepared position papers tailored to Workforce Solutions services
- Played a pivotal role in maintaining and providing work/life services for Sheppard Air Force Base community members
- Provided strategic advice and assistance to management on workforce structure improvements
- Offered technical assistance and solutions for situations referred by employees or management
- Conducted research to identify and develop criteria for measuring program accomplishments
- Acted as primary point of contact for all military administrative support related to employment opportunities on base
- Served as a liaison between civilians and military personnel, facilitating effective communication and collaboration
- Conducted various clerical and administrative tasks in support of office organizational functions
- Planned and organized administrative activities and processes for all clients in the database
- Reviewed, prepared, and managed incoming and outgoing correspondence, between military personnel and clients
- Ensured proper disposal of Personally Identifiable Information (PII) in compliance with guidelines and regulations
- Ensured accessibility to computers and technology-based resources to maximize customer access to a comprehensive spectrum of resources meeting life needs.
- Maintained up-to-date records of all interactions with customers or clients.
- Prepared detailed documents outlining project plans, timelines and budgets.
- Created reports to monitor progress on projects and initiatives.
Medical Biller, Program Coordinator
InCompass Health
Wichita Falls, TX
06.2015 - 06.2017
- Maintained accurate medical records and performed essential bookkeeping tasks
- Assisted in facilitating the integration of referring physicians into the hospitalist group
- Entered all new patient admissions into the computer systems, ensuring compliance with regulations
- Provided training to staff on hospital requirements and protocols
- Actively participated in team huddles and meetings, contributing to patient care planning and management
- Managed administrative functions for assigned accounts, including updating addresses and purging records of deceased patients
- Addressed customer inquires and provided assistance to office visitors and callers with a positive demeanor
- Coded and re-coded CPT codes and assisted physicians in diagnosing coding
- Verified I-9 documentation and completed new hire paperwork, ensuring accuracy and compliance
- Offered expert advice and guidance to top management and program directors on complex or sensitive issues
- Recommended workflow improvements and organizational structural adjustments for enhanced efficiency
- Assisted in developing contingency plans by adjusting appointment schedules and locations as needed
- Ensured staff collected, scanned, and updated health insurance information accurately
- Conducted various office tasks such as preparing letters, spreadsheets, and reports
- Employed problem-solving skills and conducted fact-finding to resolve database issues
- Managed multiple programs and functions to streamline operations
- Confirmed follow-up appointments with primary care providers and specialists for patients under care
- Maintained confidentiality and disposed of personal information in accordance with company policy
- Created, edited, and entered information into databases to document daily processes
- Recorded patient information in the computer system, including lab results, test reports, and physician dictations
- Distributed mail to hospitalists’ mailboxes and provided administrative support to physicians to ensure efficient workflow.
Claims Examiner
Blue Cross Blue Shield of Texas
Wichita Falls, TX
05.2014 - 06.2015
- Conducted independent internal investigations to process Health Insurance claims for the Texas Region
- Handled the processing of claims, encompassing Medicaid, Medicare, and other third-party insurances
- Managed complex paper and electronically submitted claims, conducting thorough investigations and coding as necessary
- Successfully resolved pending claims and processed necessary adjustments to ensure timely and accurate claim resolutions.
Missile Maintenance Worker/Instrumentation Technician
Aegir Systems
Vandenberg AFB, CA
12.2010 - 05.2014
- Procured operational equipment for the United States Air Force and meticulously documented monthly and yearly logs of both functional and non-functional equipment
- Orchestrated and coordinated the maintenance scheduling of cruise missiles, engines, and associated equipment
- Identified and resolved equipment malfunctions through comprehensive troubleshooting techniques
- Conducted maintenance on both digital and analog instrumentation and controls to ensure operational readiness
- Tested electronic units using standard test equipment, analyzing results to assess performance and determine adjustment needs
- Ensured adherence to maintenance routines and safeguarded system integrity
- Adjusted or replaced defective or malfunctioning circuitry or electronic components using hand tools or soldering iron
- Provided tech school instructors with comprehensive weekly and monthly maintenance schedules
- Managed various programs including HAZMAT, tool accountability, and Technical Orders, facilitating audits and ensuring strict adherence to documentation protocols
- Assembled, tested, and maintained circuitry or electronic components according to engineering instructions and technical manuals
- Conducted preventative maintenance and calibration of equipment and systems
- Maintained daily inventory and control of all property and tools, maintaining meticulous logs on a daily, weekly, and monthly basis
- Inspected tools for defects and wear, promptly replacing and ordering new tools as needed
- Adhered to company OSHA, AFOSH, and customer safety requirements to ensure a safe work environment
- Followed technical data materials, regulations, and maintenance directives as required
- Maintained electronic and paper records of individual parts, including notations of time used and inspection findings
- Monitored compliance with Safety Bulletins to uphold safety standards and protocols.
Education
master's in business administration; project management -
PARK UNIVERSITY
PARKVILLE, Missouri12.2024
Bachelor of science; human resource management -
PARK UNIVERSITY
PARKVILLE, Missouri05.2021
Skills
- Type 60 WPM
- Active Secret Clearance
- Impeccable Attention to Detail
- Proficient in Microsoft Office Suite
- Troubleshooting
- Strong Communication Skills
- Editing and Routing Reports/Memos
- Adaptability
- Critical Thinking
- Leadership Skills
- Technical Skills
- Great Time Management
- Self-motivation
- Flexible
- Quick Learner
- Developed & Executed Policies
- Team player
- Scheduling Meetings & Trainings
- Deployment Readiness
- Conducted Training Courses
- Organizational Skills
- Problem Solving Skills
- Risk Management
- Team Management
- Meeting Coordination
- Calendar Management
- Document Proofreading
- Presentation Creation
- Research abilities
- Event Coordination
- File Management
- Client liaison
- Travel Arrangements
- Spreadsheet tracking
Volunteerawards
- Nominated for the AFA Disbrow Award for Outstanding Civilian 2023
- Civilian of the Year 2019, 2020, & 2022
- Civilian of the 1st Quarter (Squadron & Group Level) 2021 & 2022
- Civilian of the 2nd Quarter (Squadron & Group Level) 2020
- Civilian of the 3rd Quarter (Squadron & Group Level) 2020, 2021, 2022
- Civilian of the 4th Quarter (Squadron & Group Level) 2019
- School Volunteer, Saint Mary’s Star of the Sea School, Fort Monroe, VA June 2021 – Present
- Youth Sports Volunteer, Langley AFB, VA January 2021 – Present
- American Red Cross Blood Donor May 2014 – Present
- Key Spouse, 364th Squadron, Sheppard AFB, TX June 2015 – February 2018
Timeline
Executive Secretary for ACC Chief Scientist
Department Of The Air Force
04.2023 - 06.2024
Unit Program Coordinator
Department Of The Air Force
07.2019 - 04.2023
Squadron Commander's Secretary
Department Of The Air Force
11.2018 - 06.2019
Personnel Assistant 1
Hyperion Biotechnology
06.2018 - 11.2018
Military Spouse Support Liaison
Workforce Solutions of North Texas
06.2017 - 02.2018
Medical Biller, Program Coordinator
InCompass Health
06.2015 - 06.2017
Claims Examiner
Blue Cross Blue Shield of Texas
05.2014 - 06.2015
Missile Maintenance Worker/Instrumentation Technician
Aegir Systems
12.2010 - 05.2014
master's in business administration; project management -
PARK UNIVERSITY
Bachelor of science; human resource management -
PARK UNIVERSITY
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