Khalia Naquin
Gaithersburg,USA
Summary
Highly skilled program management professional with strong organizational and administrative abilities. Demonstrated expertise in supporting project coordination, managing schedules, and handling communications. Proven track record in team collaboration and flexibility in adapting to evolving needs. Known for reliable performance, effective problem-solving, and focus on achieving impactful results.
Overview
11
11
years of professional experience
Work History
Program Assistant
Defense Security Cooperation Agency
Arlington, VA
03.2025 - Current
- Coordinated interagency 3-5 weekly meetings in adition to monthly staff meetingd meetings to enhance collaboration on security cooperation initiatives.
- Developed and maintained program documentation, ensuring compliance with regulatory standards.
- Streamlined reporting processes, improving data accuracy and accessibility for stakeholders.
- Cultivated relationships with partner organizations to facilitate information sharing and joint initiatives.
- Evaluated program effectiveness through data analysis, identifying areas for improvement and strategic adjustment.
- Assisted with planning and coordinating day-to-day and special program activities.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
Officer in Charge of Evaluations
Military Processing Office Bethesda, MD USAF
Bethesda, MD
11.2021 - 05.2025
- Initiated and implemented new administrative processes to improve efficiency.
- Maintained records of employee attendance and performance.
- Conducted regular meetings with staff to discuss progress on projects.
- Coordinated the training of new employees in safety protocols and operational procedures.
- Developed strategies to increase customer satisfaction ratings.
- Prepared reports on operational activities for upper management review.
- Created presentations for internal departments or external clients.
- Collaborated with other departments to develop innovative solutions to problems.
- Organized special events such as conferences or seminars.
- Trained, coached and mentored military units to improve readiness and training.
- Generated reports summarizing data collected from various surveys related to employee performance and customer service levels.
- Created a comprehensive database of all standardized evaluation systems used by the organization.
- Implemented new technologies to streamline standardization processes while increasing accuracy of evaluations.
- Conducted periodic reviews of existing standards to identify areas of improvement or modification based on changing needs or regulations.
- Developed training materials regarding standardized evaluation techniques for use by department managers and supervisors.
- Advertised positions that required filling by assisting with posting ads and verbal communication skills.
- Maintained detailed records of all standardized evaluations conducted within the organization.
- Completed quarterly and yearly audit.
- Built positive working relationships with other department managers through effective communication.
- Maintained detailed database of compliance data, activities and actions taken. Evaluated physical and digital records to determine potential risk and check compliance with guidelines.
- Conferred frequently with specialists to stay current on compliance requirements and procedures.
- Created and maintained personalized tracker of all incoming and departed members of tri service medical school.
Non-Commissioned Officer In Charge
Travis AFB, CA Reenlistments, United States Air Force
Travis AFB, CA
01.2020 - 11.2021
- Managed calendars to ensure efficient use of time; scheduled appointments as needed.
- Managed recruitment of USAF members by educating interested members on different aspect of the service.
- Sourced various talent by utilizing soft skills to determine best candidate.
- Communicated various job responsibility throughout various Air force Specialty codes.
- Created personalized reenlistment tracker organizing members based on their decision to extend, reenlist or separate.
- Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
- Answered incoming calls promptly and professionally; Provided callers with accurate information or directed them to appropriate departments and personnel when necessary.
- Aided with special projects as assigned by management team members.
- Conducted research online using various search engines to locate requested information quickly and accurately.
- Monitored email accounts regularly and responded appropriately within established timeframes.
- Responded effectively to sensitive inquiries or complaints.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Provided secretarial and office management support while building cooperative working relationships.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
- Monitored office inventory to maintain supply levels.
- Automated office operations, managing internal communications, correspondence, record tracking and data analysis.
- Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Conducted staff performance evaluations to monitor progress and individual skills. Directed and oversaw office personnel activities.
- Planned staff and training meetings and scheduled conference rooms.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Organized and maintained filing systems for confidential documents, correspondence, and reports.
- Prepared and distributed agendas, minutes, presentations and other related materials for meetings.
Outbound Assignments Lead
Travis AFB, CA United States Air Force
Travis AFB, CA
05.2018 - 01.2020
- Worked closely with team members to deliver customer service requirements, develop solutions to military records issues, and meet deadlines.
- Kept team on track by assigning and supervising their activities and giving constructive feedback.
- Managed Defense Travel system by reviewing travel vouchers ensuring members received refunds in a timely matter.
- Primary Government cardholder, ordered supplies, managed account, tracked spending ensuring 100% compliance with DoD.
- Answered approximately 40 calls per day to assist with customer inquiries and concerns.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Juggled multiple projects and tasks to ensure high quality and timely delivery. Collaborated with others to discuss new career elevating opportunities.
- Created agendas and communication materials for team meetings.
- Recognized by management for providing exceptional customer service on multiple occasions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Maintained updated military personnel flight knowledge through on the job training and shadowing.
- Created new programs that resulted in increasing productivity and customer satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Improved profit margins by streamlining operations and workflow.
Customer Service Specialist
Minot AFB, ND United States Air Force
Minot AFB, ND
03.2015 - 05.2018
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Processed on boarding packages in a timely and efficient matter.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Helped customers open accounts, update information and carry out range of routine actions.
- Answered incoming customer inquiries regarding product and service information.
- Aided customers in navigating website, and resolving complaints.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Followed up with customers after transactions to ensure satisfaction levels were met. Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated knowledge base articles regularly with relevant content that is easily accessible by customers.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Hooksett, NH05-2023
Associate of Science - Human Resources Management
Community College of The Air Force
Montgomery, AL12-2017
Skills
- Teamwork and collaboration
- Multitasking and organization
- Data entry
- Scheduling management
- Creative problem solving
- Staff support
- Interpersonal skills
- Database management
- Program administration
- Calendar management
- Travel coordination
- Remote working experience
Timeline
Program Assistant
Defense Security Cooperation Agency
03.2025 - Current
Officer in Charge of Evaluations
Military Processing Office Bethesda, MD USAF
11.2021 - 05.2025
Non-Commissioned Officer In Charge
Travis AFB, CA Reenlistments, United States Air Force
01.2020 - 11.2021
Outbound Assignments Lead
Travis AFB, CA United States Air Force
05.2018 - 01.2020
Customer Service Specialist
Minot AFB, ND United States Air Force
03.2015 - 05.2018
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Associate of Science - Human Resources Management
Community College of The Air Force