Mary Neal Hood
Fayetteville,NC
Summary
Hardworking Customer Service Professional with expertise in multitasking and time management. Delivered positive and memorable experiences to customers through effective communication and a proactive approach. Committed to contributing to team success and supporting organizational goals.
Overview
8
8
years of professional experience
Work History
Verifying Official
BFG Enterprises LLC
Fort Bragg, North Carolina
10.2022 - Current
- Reviews and verifies all documentation presented to ensure military personnel and family members are receiving correct entitlements according to DEERS, as well as the DMDC regulations and policies.
- Issued USID and CAC to eligible personnel, including contractors, DoD civilians, military personnel, and their family members, ensuring compliance with eligibility requirements.
- Verified and enforced military regulations for DEERS and RAPIDS, contributing to accurate entitlement distribution.
- Manages walk-in and appointment line at the front desk, verifying customers have the necessary documentation per transaction.
- Accepts incoming phone calls on the Customer Service line, answering an array of questions and scheduling appointments as needed.
- Provides military personnel with documentation and information, when applicable, such as DD Form 1172-2.
- Updated numerous records, verifying required documentation per military regulation.
- Maintained office equipment provided by DMDC, performing weekly maintenance on FARGO and other operating systems to ensure operational readiness.
- Oversaw operations at Fort Bragg ID Card Facility, ensuring efficient service delivery.
Military Pay Technician
266th Financial Management Support Center
Kaiserslautern, DE
11.2019 - 05.2021
- Received and reviewed incoming pay documents for compliance and correctness by maintaining knowledge of the regulations and requirements regarding pay, leave, and military entitlements.
- Verified, corrected transactions, and made necessary inputs into the Defense Military Pay Office (DMO) system after researching the service member's Master Military Pay Account (MMPA) from the Defense Joint Military Pay System (DJMS).
- Reviewed separation orders and separation packets for quality checks prior to processing the documents.
- Reviewed and researched actions rejected by the automated pay system, determining the reason for the rejection.
- Created and monitored cases in Case Management System (CMS), coordinating with Defense Finance and Accounting Service (DFAS) to resolve overpayment and underpayment issues.
- Created and monitored cases on the Case Management System (CMS), which required intervention by Defense Finance and Accounting Service (DFAS) to audit and resolve the problem cases involving overpayment or underpayment of entitlements.
- Assisted service members with inquiries regarding pay entitlements and new accounts, providing clear explanations through email and telephone communications.
- Performed clerical duties, including but not limited to clerical and administrative support functions such as record keeping and answering telephone calls.
- Pay Center of Excellence
Senior Spouse Advisor (Volunteer)
330th Transportation Battalion
Fort Bragg, NC
08.2019 - 05.2021
- Provided mentorship and guidance to Soldier Family Readiness Group Leaders and volunteers for 5 US Army Company’s, serving 1000 families.
- Provided mentorship and guidance to Soldier Family Readiness Group Leaders and volunteers for 5 US Army Companies, serving 1000 families.
- Served in the Senior Spouses group for 18th Airborne Corps.
- Acted as a two-way information conduit at all levels from company to Corps on administrative actions.
- Reviewed and implemented policies and Standing Operating Procedures (SOP) for Formal/Informal Funds, Newsletters, Budget, and Care Team.
- Identified common problems and concerns, developed solutions, and made strategic recommendations to command through monthly reports.
- Coordinated training for volunteers and assisted in fundraising efforts to enhance resources for soldiers and their families.
Parent Teacher Student Association (PTSA) Treasurer (Volunteer)
Kaiserslautern Middle School
Kaiserslautern, DE
01.2019 - 09.2020
- Maintained custody and full account of the funds by maintaining monthly reports using Microsoft Office Suite systems.
- Record keeping for meetings with due ins and due outs.
- Presented an annual report of financial condition to the membership.
- Engaged with the general public and local communities to foster relationships.
- Delivered financial statements to executive board at each meeting.
- Worked with the general public and surrounding communities.
Community Grants Chairperson (Volunteer)
Kaiserslautern Landstuhl Spouses Association (KLSA)
Kaiserslautern, DE
01.2019 - 09.2020
- Worked with requestors to ensure forms were updated and included current information for board review.
- Ensured packet reviews included leveraging expertise for fiduciary compliance, quality assurance, and validation for board requirements.
- Led packet reviews to ensure fiduciary compliance, quality assurance, and validation aligned with board requirements.
- Reconciled budgeting request.
- Compiled quarterly reports validating logs and requests for budgeting accuracy.
- Reviewed and verified budget requests for accuracy and completeness.
- Organized logistics for timely delivery of funds to recipients.
- Acted as a liaison between the two parties of interest.
- Worked with the general public, surrounding communities, and provided friendly customer service.
- Engaged with the public and surrounding communities to deliver friendly customer service.
Education
Bachelor of Science - Health Care Management
Saint Leo University
Saint Leo, FLBachelor of Science - Business Administration with concentration in Management
University of North Carolina at Pembroke
Pembroke, NCSkills
- Entitlement verification
- Regulatory compliance
- DEERS compliance
- Military regulations
- Entitlement distribution
- Documentation review
- Records management
- Client relations
- Dispute resolution
- Issue resolution
- Adaptability and flexibility
Timeline
Verifying Official
BFG Enterprises LLC
10.2022 - Current
Military Pay Technician
266th Financial Management Support Center
11.2019 - 05.2021
Senior Spouse Advisor (Volunteer)
330th Transportation Battalion
08.2019 - 05.2021
Parent Teacher Student Association (PTSA) Treasurer (Volunteer)
Kaiserslautern Middle School
01.2019 - 09.2020
Community Grants Chairperson (Volunteer)
Kaiserslautern Landstuhl Spouses Association (KLSA)
01.2019 - 09.2020
Bachelor of Science - Health Care Management
Saint Leo University
Bachelor of Science - Business Administration with concentration in Management
University of North Carolina at Pembroke