Summary
Overview
Work History
Education
Skills
Websites
Skills
Awards
Courses Certifications
Systems
Timeline
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Shannon Frazier

Jacksonville,United States

Summary

Accomplished Supply Chain and Operations Leader with 21 years of United States Air Force experience managing global logistics, inventory, transportation, and customer service operations. Proven expertise in claims management, supply chain optimization, and process improvement, with a track record of reducing costs, streamlining workflows, and improving customer satisfaction. Skilled in strategic planning, regulatory compliance, and cross-functional leadership, with the ability to adapt quickly in dynamic environments. Recognized for driving operational excellence through strong leadership, clear communication, and data-informed decision-making.

Overview

12
12
years of professional experience

Work History

Claims Operations Analyst

Home Safe Alliance
Jacksonville, United States
03.2025 - 06.2025
  • Oversaw claim adjudication and subrogation processes to meet timelines and secure prompt recoveries, while managing claims with agents, insurers, and military offices in alignment with Department of Defense (DoD) requirements.
  • Collaborated with senior leadership to resolve escalated disputes, coached and trained new hires to improve productivity, and streamlined workflows for greater efficiency and accuracy.
  • Handled large-loss, catastrophic, and complex claims with urgency and oversight, driving operational improvements and enhancing customer satisfaction in full compliance with United States Transportation Command (USTRANSCOM) standards.
  • Utilized negotiation and dispute resolution techniques within designated authority to resolve disputes, initiate tracing actions for missing items, and communicate settlement outcomes to military members, families, and third-party providers, resulting in a 30% reduction in claim escalations and improved customer satisfaction.
  • Identified operational shortfalls in claims documentation and workflows, recommending process improvements that accelerated resolution timelines.
  • Reviewed and corrected claim records for accuracy, prepared written settlement offers within prescribed timelines, and reduced overall backlog by 25% while improving turnaround time.
  • Collaborated with a team of 50+ members and identified subrogation opportunities by working with 24 suppliers, insurance companies, and service agents.
  • Calculated reserves and assigned appropriate values throughout claim life cycles to ensure reserve adequacy, financial accountability, and timely resolution, reducing average recovery time by 20% and strengthening interdepartmental coordination.
  • Resolved and settled over $40K in complex military household goods claims, including property damage, inconvenience, and major loss cases, while ensuring 100% compliance with (KPI) and customer wait time (CWT) standards.
  • Delivered zero violations, full alignment with Department of Defense and company policies, and prepared reports and status updates to support leadership decision-making and performance tracking.

Customer Service Manager, Supply Chain

United States Air Force
Little Rock, United States
08.2022 - 06.2024
  • Directed daily operations of the customer service work center by assigning tasks, organizing schedules, monitoring performance metrics, and ensuring deadlines were consistently met.
  • Proactively evaluated service quality by overseeing inbound calls, inquiries, and emails, guaranteeing each customer will receive professional, timely, and effective support.
  • Supervised a customer support team serving 11K+ personnel, ensuring prompt resolution of inquiries, concerns, and logistical issues.
  • Collaborated with team members to verify and confirm daily information, driving a 60% increase in customer satisfaction scores within six months through targeted improvements in communication and service delivery.
  • Established clear communication channels by maintaining an open line of communication across multiple supply facilities worldwide.
  • Collaborated with global suppliers to investigate and resolve supply delays and scrutinize the root causes behind 350M supply transactions, totaling $198M, to ensure continuous improvement in each customer's experience.
  • Partnered with Transportation Teams to address 12.3K shipment delays by tracking and rerouting 620K misrouted shipments, while leading to the implementation of a new inventory tracking system, which delivered real-time visibility and enabled the customers to react proactively.
  • Led 80+ training sessions, mentored 25+ customer service representatives in communication, conflict resolution, and compliance.
  • These efforts increased first-contact resolution rates by 35% and cut escalated cases by 40%, directly improving overall customer satisfaction scores.

Customer Service Representative

Company Name
Location, United States
03.2021 - 08.2022
  • Handled inbound and outbound contacts in a courteous, professional, and timely manner, ensuring positive customer experiences.
  • Utilized knowledge base, training, and systems expertise to accurately answer questions and recommend appropriate products and services.
  • Listened to customers, identified needs, and provided effective issue resolution while maintaining a high level of customer satisfaction.
  • Researched internal systems to locate missing information and coordinated with other departments to resolve complex issues.
  • Performed account management tasks using multiple systems and technology platforms, ensuring accuracy and compliance.
  • Documented and processed customer orders with precision, maintaining complete and accurate records in required systems.
  • Followed scripts, company policies, and compliance requirements to deliver consistent and high-quality service.
  • Maintained confidentiality of sensitive and personal information in compliance with regulatory and company standards.
  • Escalated unresolved issues to management or specialized staff to ensure timely and effective resolution.
  • Actively participated in meetings and training sessions to remain up to date on system changes, program knowledge, and process updates.
  • Consistently adhered to attendance and schedule requirements, supporting team reliability and operational success.

Material Manager, Special Warfare

United States Air Force
Wiesbaden, Germany
09.2018 - 08.2022
  • As Tactical Equipment Material Manager, led and coordinated multiple Material Managers across Europe, delegating daily responsibilities while maintaining oversight and being kept informed of any issues to ensure rapid resolution.
  • Partnered with the Weather Squadron (87 members) to integrate weather intelligence into supply planning, improving forecasting and reducing risk in mission timelines.
  • Coordinated logistics support for the Expeditionary Air Support Operations Squadron (2,000 personnel) across Poland, Lithuania, and Romania, strengthening NATO’s supply chain and indirectly supporting U.S. and allied operations in Ukraine.
  • Coordinated with cross-functional logistics and transportation teams to strategically plan the movement of 200 personnel and 66K supplies valued at $150M.
  • Oversaw inventory reports and supervised the rapid deployment of all essential equipment with 100% readiness.
  • Analyzed inventory trends and executed movement strategies that enabled zero-delay overseas shipments, reducing shortages, improving stock accuracy, and cutting lost or misplaced supplies by 40%, while delivering performance reports that informed senior leadership decisions.
  • Managed accountability for 364 weapons and related gear valued at $250M across 182 customers, maintaining 100% accuracy with zero discrepancies, while enforcing strict security protocols that ensured compliance and prevented breaches.

Nuclear Certified Equipment, Program Manager

United States Air Force
Hampton, United States
03.2016 - 09.2018
  • Managed day-to-day management of procedures, personnel, equipment, software, facilities, and customers that handle and maintain nuclear equipment.
  • Employed safety protocols, training initiatives, and regulatory compliance to maintain standards of safety and security.
  • Coordinated multi-disciplinary supply efforts across engineering, logistics, test, structures, weapons, plans, and programs to facilitate nuclear certification.
  • Utilized Air Force Equipment Management systems to anticipate and prevent potential equipment failures, implementing real-time demand solutions that effectively reduced downtime by 40%.
  • Directed the development of nuclear requirements for over 100 personnel, ensuring management and accountability of nuclear-certified equipment.
  • By maintaining 100% inventory accuracy information in the Master Nuclear Inventory System, enhancing the readiness and competence in executing critical tasks.
  • Supervised the tracking of nuclear-certified systems and equipment by outlining any changes that impacted the design or operational certifications.
  • This effort prevented regulatory violations and operational delays while maintaining strict adherence to nuclear program requirements.

Stock Control Supervisor

United States Air Force
Hampton, United States
04.2014 - 01.2016
  • Led the development and execution of a centralized support system in partnership with a supply analyst, monitored and analyzed inventory levels across 45 warehouses to minimize excess stock and streamline distribution.
  • Directed implementation and oversight, ensuring supplies were efficiently allocated to meet customer demand, reducing costs, and improving operational efficiency across a global network supporting 66+ bases worldwide.
  • Partnered with suppliers, logistics teams, and other departments to ensure timely delivery and availability of stock for 118M supply items across 66 bases.
  • Streamlined ordering processes, ensuring timely acquisition and distribution of 6.7K critical assets, managing a total value of $8.2M.
  • Managed inventory levels to ensure that the correct amount of stock is on hand to meet customer demands.
  • Set and adjust reorder points and stock levels to prevent supply shortages and overstock situations.
  • Reviewed stock holding levels and adjusted reorder points to maintain optimal inventory, achieving a 65% reduction in excess stock and $600M in cost savings.
  • Coordinated with various logistics and supply chain management facilities to expedite parts deliveries for over 117M parts.
  • Oversaw a data sharing inventory management system that computed regular updates and up-to-date inventory information.
  • This helped maintain an inventory turnover rate of 60% and reduced customer shipment delays and discrepancies by 45%.

Aircraft Warehouse Supervisor

United States Air Force
Kandahar AB, Afghanistan
11.2013 - 04.2014
  • Oversaw the logistical support at Kandahar Airfield, ensuring seamless operations throughout a crucial 180-day deployment by overseeing logistics and supply chain management.
  • Through strategic coordination, I oversaw the successful execution of the dismantlement initiated by the President of the United States.
  • Directed a team of 20 personnel in the redistribution of 25.8K of excess stock, equipment, and personnel in theater valued at $43.9M.
  • Positioned 10K tons of cargo within a month, which minimized the footprint and ensured a smooth transition while still contributing to mission success, while sustaining aircraft readiness.
  • Managed a large-scale dismantling project for six warehouses, validated 42K parts valued at over $5M, and rectified 6.8K supply issues.
  • Accounted for all stock on hand and achieved the highest stock effectiveness rate in two years, increasing it from 37% to an impressive 95%.
  • Implemented inventory strategies that facilitated the relocation of three supply warehouses within a 30-day time limit.
  • Transported 25K items worth $524M that led to a 65% reduction in excess inventory, resulting in $500K in cost savings.

Education

Bachelor of Arts - Operations Management and Analysis

University of Arizona Global Campus
Chandler, AZ
04.2026

Bachelor of Science - Applied Behavioral Science

University of Arizona Global Campus
Chandler, AZ
03.2020

Associate of Applied Science - Logistics & Business Management

Community College of The Air Force
Germany
05.2019

Skills

  • Team Leadership
  • Team Collaboration
  • Communication Skills
  • Decision-Making
  • Training & Mentorship
  • Customer Service
  • Claims Processing
  • Claims Investigation
  • Property Claims
  • Claims Negotiation
  • Supplier Relationship Management
  • Resource Allocation
  • Shipping & Receiving
  • Stock Control & Leveling
  • Material Management
  • Procurement Expertise
  • Strategic Sourcing
  • Global Sourcing
  • Transportation Management
  • Inventory Control
  • Supply & Demand Planning
  • Demand Forecasting
  • Inventory Analysis
  • Data Accuracy & Reporting
  • Six Sigma Methodologies
  • Problem-Solving
  • Attention to Detail
  • Time Management
  • Process Optimization
  • Operations management
  • Customer service
  • Data analysis
  • Process improvement
  • Team collaboration
  • Supply chain management

Websites

Skills

Team Leadership, Team Collaboration, Communication Skills, Decision-Making, Training & Mentorship, Customer Service, Claims Processing, Claims Investigation, Property Claims, Claims Negotiation, Supplier Relationship Management, Resource Allocation, Shipping & Receiving, Stock Control & Leveling, Material Management, Procurement Expertise, Strategic Sourcing, Global Sourcing, Transportation Management, Inventory Control, Supply & Demand Planning, Demand Forecasting, Inventory Analysis, Data Accuracy & Reporting, Six Sigma Methodologies, Problem-Solving, Attention to Detail, Time Management, Process Optimization

Awards

  • Air and Space Commendation Medal with 3 Oak Leaf Clusters
  • Air and Space Achievement Medal with 2 Oak Leaf Clusters
  • Air and Space Outstanding Unit Award with 6 Oak Leaf Clusters
  • AF Good Conduct Medal with 6 Oak Leaf Clusters
  • National Defense Service Medal
  • Afghanistan Campaign Medal with 1 Service Star
  • Global War on Terrorism Service Medal

Courses Certifications

  • (Secret) Security Clearance, 12/24
  • Air Force Nuclear Management Fundamental, 07/16
  • Nuclear Certification, 08/16
  • Law of War, 04/20
  • AF Basic Military Training, 03/03
  • Office management Apprentice, 05/03
  • Airman Leadership School, 12/08
  • Air Force Training Course, 08/09
  • Non-commissioned officer Academy, 06/17
  • Senior Enlisted Joint Professional Military Education (SEJPME), 03/23

Systems

Microsoft Office Suite (Excel, Word, PowerPoint, OneNote), Adobe Acrobat, PDF Tools, Teams, Costpoint, Customer Relationship Management (CRM), FedMall, Workday, Core Automated Maintenance Systems (CAMS), Core Automated Maintenance System for Mobility (G081), Air Force Equipment Management System (AFEMS), Enterprise Solution-Supply (ES-S), Standard Base Supply System (SBSS), Integrated Logistics System – Supply (ILS-S), Logistics Module (LOGMOD), Requirements Computation System, Integrated Management Information System (IMIS), Property Accountability in Defense Property Accountability System (DPAS), Global Transportation Network (GTN), Convergence (IGC), Distribution Standard System (DSS), Wholesale-Retail Requisition System (D035A/J/K), Fedlog Logistics, Logistics Installations & Mission Support-Enterprise View (LIMS-EV), Basing & Logistics Analytics Environment (BLADE), Air Force Master Identification Database (D043), AFMC Tracker Lite, Management Internal Control Toolset (MICT), DISCOVERER, Enterprise Environmental Safety & Occupational Health Management Information System (EESOH-MIS)

Timeline

Claims Operations Analyst

Home Safe Alliance
03.2025 - 06.2025

Customer Service Manager, Supply Chain

United States Air Force
08.2022 - 06.2024

Customer Service Representative

Company Name
03.2021 - 08.2022

Material Manager, Special Warfare

United States Air Force
09.2018 - 08.2022

Nuclear Certified Equipment, Program Manager

United States Air Force
03.2016 - 09.2018

Stock Control Supervisor

United States Air Force
04.2014 - 01.2016

Aircraft Warehouse Supervisor

United States Air Force
11.2013 - 04.2014

Bachelor of Arts - Operations Management and Analysis

University of Arizona Global Campus

Bachelor of Science - Applied Behavioral Science

University of Arizona Global Campus

Associate of Applied Science - Logistics & Business Management

Community College of The Air Force

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