Ramona Johnson
Rocklin,CA
Summary
Hard-working HR professional and Supervisor with exceptional 8 years of experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
7
7
years of professional experience
Work History
Supervisor/Human Resources Non-Commissioned Officer
United States Air Force
01.2023 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Frequently inspected production area to verify proper equipment operation.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collected, arranged, and input information into database system.
- Maintained a positive attitude towards all customers within and outside of agency.
- Conducted personal interviews and fact-gathering inquiries with subordinates and incoming employees
- Oversaw screening of senior enlisted and officer promotion boards and monitored and processed personnel actions.
- Answered routine questions or obtained technical answers from specialist for personnel programs.
- Reviewed legal documentation and recommended appropriate actions or forwarded to higher headquarters for resolution.
Supervisor of Reenlistments and Extensions
United States Air Force
07.2022 - 01.2023
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained a positive attitude towards all customers within and outside of agency.
- Conducted personal interviews and fact-gathering inquiries with subordinates and incoming employees
- Devised and implemented processes and procedures to streamline operations.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Separations, Retirements, & Promotions Supervisor
United States of Air Force
12.2021 - 07.2022
- Managed day-to-day functions of promotion and marketing departments.
- Upheld client satisfaction by designing accurate and detailed timelines for services and alerting clients of changes.
- Attended customer meetings and conferences as company representative.
- Alerted and contacted customers about informational issues to maintain high levels of customer satisfaction.
- Maintained a positive attitude towards all customers within and outside of agency.
- Conducted personal interviews and fact-gathering inquiries with subordinates and incoming employees
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
Supervisor of FLPB, Death Gratuity, & CP
United States Air Force
02.2020 - 12.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
- Frequently inspected production area to verify proper equipment operation.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained a positive attitude towards all customers within and outside of agency.
- Conducted personal interviews and fact-gathering inquiries with subordinates and incoming employees
- Evaluated staff performance and provided coaching to address inefficiencies.
- Oversaw the administration of death gratuity and related benefits to next of kin, streamlining the application process and providing critical support during sensitive times.
- Managed the initiation and processing of specialty pay based on foreign language proficiency, ensuring accurate input of test scores and timely bonus distribution
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
Transfer Benefits Technician
United States Air Force
09.2019 - 02.2020
- Maintained a positive attitude towards all customers within and outside of agency.
- Coordinated technical support and troubleshooting of benefit enrollment system, tested for annual enrollment and managed enrollment configuration.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Outbound Assisgnment Technician
United States Air Force
08.2018 - 09.2019
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained a positive attitude towards all customers within and outside of agency.
- Managed the coordination and execution of personnel reassignment processes, ensuring seamless transition and compliance with official protocols
- Conducted thorough reviews of personnel records and conducted interviews, maintaining data integrity and accuracy for all relocation and training-related documentation.
- Complied and submitted management reports, contributing to process improvements through the identification of discrepancies and the recommendation of corrective actions; recognized with the Air Force Achievement Medal for exceptional performance
Student Assignments Technician
United States Air Force
04.2017 - 08.2018
- Maintained a positive attitude towards all customers within and outside of agency.
- Conducted personal interviews and fact-gathering inquiries with customers
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate of Arts - Human Resource Management
Community College of The Air Force
Montgomery, AL08.2021
Skills
- Ability to type 100 WPM
- Proficiency with all Microsoft Office Programs (Including Teams, Calendar, AFRISS-TF)
- Expert of internet protocols and online communication
- Excellent communication and presentation skills
- Excellent time management skills
- Administrative Support
- Proofreading
- Problem Resolution
- Customer Education
- Customer Service
- Dispute Resolution
- Follow-up skills
- Client Relations
- Customer Relationship Management (CRM)
- Conflict Resolution
- Computer Proficiency
- Professional telephone demeanor
- Problem-solving abilities
- Organizational skills
- Training and development
Additional Information
I received an Air FOrce Commendation Medal as a supervisor of Airmen, distributing $950K to Airmen certified in 115 different languages. I partnered with Business Process Owner and Sixteenth Air Force to update policy guidance and develop training on the Foreign Language Proficiency Bonus Pay program supporting 330K Airmen. My leadership was instrumental in rectifying a Death Gratuity change notification backlog, where I led a six-member team, overseeing the distribution of over 8K letters, resulting in one hundred percent by law contact. Also, I oversaw the robotic automation process for Continuation Pay, producing 100 notifications within 5 minutes and reducing payment processing time by 50% for 1,000 personnel seeking waiver requests which resulted in $270K in backpay for mission-critical Airmen. These accomplishments led to my selection as the 2020 Non-Commissioned Officer of the Year for my division.
I also received an Air Force Achievement Medal for numerous other accomplishments including saving the Air Force $1.6M in training costs.
Timeline
Supervisor/Human Resources Non-Commissioned Officer
United States Air Force
01.2023 - Current
Supervisor of Reenlistments and Extensions
United States Air Force
07.2022 - 01.2023
Separations, Retirements, & Promotions Supervisor
United States of Air Force
12.2021 - 07.2022
Supervisor of FLPB, Death Gratuity, & CP
United States Air Force
02.2020 - 12.2021
Transfer Benefits Technician
United States Air Force
09.2019 - 02.2020
Outbound Assisgnment Technician
United States Air Force
08.2018 - 09.2019
Student Assignments Technician
United States Air Force
04.2017 - 08.2018
Associate of Arts - Human Resource Management
Community College of The Air Force
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