RENITTA S. FRANKLIN
Tallahassee,FL
Summary
Enthusiastic Senior Operations Manager with a Secret Security Clearance with over 23 years of proven experience in the United States Army. The ability to supervise, direct and guide individuals and groups in the completion of tasks and fulfillment of goals. Proactively focuses on results, outcomes, and achievements, persistently overcoming obstacles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career in Customer Service to the next level.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Operations Sergeant
United States Army
Baltimore, MD
01.2015 - Current
- Supervised 15 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed, monitored, and analyze knowledge, skills for the department to assess performance, and provide ongoing basis actionable recommendations to drive operational efficiency and policies for over 5700 personnel.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times; Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Developed community reputation through a commitment to customer satisfaction and strong client relationships.
Personnel Staff Noncommissioned Officer
United States Army
Havre De Grace, MD
01.2011 - 01.2015
- Directly responsible for planning, directing, and managing all human resource competencies; supervises and manages the processing and tracking of 3500 personnel actions
- Plans and organizes office operations, calendar, travel itineraries, and reservations for Senior level staff.
- Implemented performance review and motivational strategies to elevate HR team results.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Handled over 20-65 calls per day to address inquiries and concerns
Recruiting/Retention NCO
United States Army
Reisterstown, MD
01.2005 - 01.2011
- Directly responsible for preparation of enlistment applications and processes qualified applicants to enlist in the Army; accounts for and trains future Soldiers for initial entry training; implements and conduct Army awareness programs
- Maintained a network of 25 influencers to include parents, educators, and community officials in four high schools and colleges
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Established personnel qualifications and coordinated onboarding activities.
Education
Bachelor of Arts -
Thomas Edison State College
Trenton, NJ05.2011
Skills
- Google Workspace
- Decision Making
- Clerical Support
- Managing customer relationships
- Customer needs anticipation and conflict mitigation
- Customer experience management
- Information Flow Management
- Document Library Maintenance
- Staff Management
- Operations management
Certification
Notary
Sergeants Major Academy, 2021
Equal Opportunity Advisor, 2020
Timeline
Senior Operations Sergeant
United States Army
01.2015 - Current
Personnel Staff Noncommissioned Officer
United States Army
01.2011 - 01.2015
Recruiting/Retention NCO
United States Army
01.2005 - 01.2011
Bachelor of Arts -
Thomas Edison State College
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