KELLY MCCOY
Aurora,USA
Summary
Goal-oriented HR professional and veteran advocate with over 27 years of experience in military and civilian roles, specializing in Air Force personnel management and veteran services. Skilled in HR management, veteran recruitment, and community outreach, focusing on building partnerships to support transitioning service members. Proven leaders are proficient in navigating complex benefits systems and empowering veterans to achieve successful civilian careers.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Human Resources Specialist
Headquarters Air Reserve Personnel Center
08.2023 - Current
- Create accurate point credit history for transitioning active duty members to the Air National Guard and Air Force Reserve component summarizing years of service based on separating DD Fm 214
- Validate authoritative data input into the Military HR system of record, ensuring accurate depiction of military members’ years of service
- Provide clear explanations of regulations, laws, and requirements to customers, addressing discrepancies in military records promptly and accurately
- Research and authenticate military members' DD 214, NGB 22, NGB 23A, CRCR summarizes military members transitioning from other service branches to determine transferable years of service to the Air Force
Business Associate III
Arapahoe County Veterans Office
03.2023 - 08.2023
- Acted as primary contact for veterans, effectively connecting them to critical resources and services, demonstrating a deep understanding of their unique needs
- Ensured compliance with VA policies during high-pressure periods, particularly related to the PACT ACT, enhancing service responsiveness
- Coordinated the county's first Veterans Standdown event, successfully managing logistics and volunteer engagement
- Accurately input data for veterans, widows, and dependents into the VA database VetraSpec and Empower systems, ensuring data integrity
- Maintained up-to-date records in VetraSpec and facilitated easy tracking of claims filed by County Veteran Service Officers (CVSO)
- Reviewed and analyzed financial documents for approval, including budgets and expenditure statements
- Compiled and tracked monthly metrics on veterans served countywide and the total dollar amount awarded through VA disability claims and appeals
- Assisted Veteran Service Officers by collecting evidence from veterans for benefit claims and correspondence
- Coordinated with county officials and planned and executed the first-ever county Veterans Standdown event, including managing volunteers and vendors
Manager, DEERS Project Officer
Headquarters Air Reserve Personnel Center
04.2017 - 09.2022
- Provided accurate, timely resolution to complex data discrepancies within the Defense Eligibility Enrollment Reporting System (DEERS) for military beneficiaries not receiving medical benefits for Air Force Reserve Command (ARC), across 90 Air National Guard (ANG) and 54 Air Force Reserve Command (AFRC) units
- Briefed over 1,900 senior leaders and HR specialists on ANG and AFRC benefits and entitlements and ensured regulatory compliance for members during deployment and post-deployment
- Processed over 1,200 former spouse applications, verified eligibility, and provided empathetic explanations to those not eligible for benefits
- Addressed post-divorce challenges with empathy, offering compassionate support with stress, trauma, and loss
- Analyzed error reports from the Defense Manpower Data Center (DMDC) and presented solutions to leadership regarding data discrepancies
- Delivered timely resolutions to complex data issues in the DEERS system, recovering over $500,000 in denied medical benefits for military beneficiaries
- Oversaw and processed over 1,000 high-level Congressional inquiries and Board Corrections of Military Records; verified entitlements by laws and regulations to ensure military members, veterans, and their beneficiaries received proper benefits
Manager, Call Center
Headquarters Air Reserve Personnel Center
09.2010 - 03.2017
- Led a team of 25 call center agents and provided weekly in-person and remote training sessions to ensure top-notch performance
- Offer recruitment and classification guidance to Air Force Recruiters and other service branches during transitions to Air Force Reserve Command
- Assisted agents in managing complex customer interactions with professionalism and empathy, improving overall customer satisfaction
- Handle over 100 high-level calls daily, resolving complex issues related to member benefits, pay, retirement, and recruitment within 24 hours of escalation
- Identify trends in phone inquiries and recommend actionable solutions to leadership
- Collaborated with the HQ Air Force Personnel Center (AFPC) call center to realign workload and responsibilities, ensuring smooth transitions during mergers and consistent service delivery
- Utilized strong written communication skills to prepare clear, concise responses, ensuring grammar, punctuation, and structure accuracy
- Trained over 5,000 Air National Guard (ANG) and Air Force Reserve Command (AFRC) personnel, including Commanders and Chiefs, on key programs such as retirements, separations, assignments, accessions, benefits, and entitlements
- Process over 1,500 Reserve Retirement applications, effectively resolving significant backlogs
- Validate military personnel’s years of service by cross-referencing data with the Personnel Career Accounting and Reporting System (PCARS)
- Deliver performance feedback on call quality and identify improvement areas, ensuring continuous staff development
Education
Bachelor of Science - Justice Studies
Grand Canyon University
Phoenix, AZ11.2025
Associate Degree - Human Resource Management
Community College of the Air Force (CCAF)
Gunter, AL02.2015
Skills
- Customer service
- Conflict resolution
- Time Management
- Multitasking
- Military Career Transition Programs
- Military Benefits and Resource Navigation
- Building Strategic Relationships
- Briefing and Communication
- Data Management
- Performance Tracking
Certification
- Veterans Service Officer (VSO) TRIP Training
- Green Belt Training
- Microsoft 365 Fundamentals Specialization
References
- Eric Winterrowd, Colorado Division of Veterans Affairs, Veterans Services Supervisor, 720-688-1674, Eric.winterrowd@dmva.state.co.us
- Joseph Smith, Department of the Air Force, Chief, Sustainment Division, 402-880-8285, Joseph.smith.142@us.af.mil
- L.E. Jack Phillips, Department of the Treasury, Security Specialist, Physical Security Branch, Bureau of Engraving & Printing, 817-847-3968, Lawrence.phillips@bep.gov
Timeline
Human Resources Specialist
Headquarters Air Reserve Personnel Center
08.2023 - Current
Business Associate III
Arapahoe County Veterans Office
03.2023 - 08.2023
Manager, DEERS Project Officer
Headquarters Air Reserve Personnel Center
04.2017 - 09.2022
Manager, Call Center
Headquarters Air Reserve Personnel Center
09.2010 - 03.2017
Associate Degree - Human Resource Management
Community College of the Air Force (CCAF)
- Veterans Service Officer (VSO) TRIP Training
- Green Belt Training
- Microsoft 365 Fundamentals Specialization
Bachelor of Science - Justice Studies
Grand Canyon University
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