Shannon Gillentine
Crawfordville,United States
Summary
Dynamic and service-oriented professional with a solid foundation in management and extensive experience in customer service across civilian and military sectors. Expertise includes office management, administration, banking, collections, and HR support, driving operational efficiency and enhancing team performance. Recognized for a positive attitude, exceptional interpersonal skills, and strong leadership capabilities that foster collaboration and innovation. Proven track record in data research and analysis, complemented by adept problem-solving skills and maintained eligibility for a secret security clearance.
Overview
2024
2024
years of professional experience
Work History
Human Resources Assistant
Navy Service and Training Command
Tallahassee, FL
- 06.2023
- Managed the administrative activities of the Naval Reserve Officer Training Candidate (NROTC) program at Florida A&M University.
- Served as the primary point of contact for the midshipmen, medical facilities, commands/headquarters, and members of the public.
- Responsible for administrative onboarding processes for new midshipmen (students) into the organization.
- Efficiently managed all midshipmen and naval officer personnel and medical records, while maintaining confidentiality, according to regulations.
- Assisted in payroll processing to ensure timely delivery and accuracy of pay for all midshipmen and naval officers, working closely with Navy Recruit Training Command and Navy Personnel Command.
- Managed status of midshipmen and forms relating to enrollment and disenrollment from the NROTC program, pre-commissioning requirements, commissioning, and summer training orders.
- Advised Commanding Officer (CO), via the Executive Officer (XO), and staff of required actions, missing data and forms, composed correspondence (per the Navy Correspondence Manual) and various statistics and status reports for the XO and CO.
- Coordinated midshipmen training programs to promote professional development and skill enhancement.
- Coordinated naval officer relocation processes with Navy Personnel Command and all midshipmen travel using the Defense Travel System and NROTC guidelines.
- Used Teams, Zoom, and Microsoft Office regularly.
Human Resources Assistant
Department of the Navy (federal job)
Millington, TN
09.2019 - 05.2020
- Provided exceptional customer service to US Navy officers, commands, and Personnel Support Detachments (PSDs) with a variety of requests to prepare and correct retirement statements of service using proprietary navy human resources automated systems.
- Reviewed official military personnel records for officer retirement eligibility using various military contracts/documents to create retirement statements of service.
- Assessed career timeline for continuous active service, reserve time, or breaks in service.
- Assisted officers in resolving retirement pay problems, working closely with Defense Finance and Accounting Service.
- Worked with PSDs/commands needing assistance with receiving/viewing officer retirement statements.
- Supported Assistant Branch Head with customer inquiries/concerns via My Navy Career Center CRM tickets.
Human Resources Assistant
Department of the Navy (GS federal job)
Millington, TN
06.2017 - 08.2019
- Provided exceptional customer service to US Navy Reserve (USNR) sailors, retirees, veterans, Navy Operational Support Centers, and navy command units/headquarters.
- Managed military personnel inquiries by analyzing various orders, such as DD214s (report of separation), Leave and Earning Statements, DD4s (enlistment/reenlistment contract), and other military documents.
- Prepared monthly notices of eligibility per US code and statements of service informing service members of their eligibility to retire and the timeliness of selecting their Reserve Component Survivor Benefit Plan choice.
- Identified and corrected errors in personnel records in order to ensure correct retirement pay at retirement.
- Researched and prepared Congressional statements of service and Board for Correction of Naval Records updates and corrections.
- Merchant Marine specialist working closely with the Strategic Sealift Officer Program headquarters.
- Implemented process improvements that streamlined workflows and reduced response times.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
- Part of project management team building new software system to optimize workflow within the retirement services department.
- Served as a subject matter expert on proprietary retirement software, assisting colleagues with technical issues or inquiries when needed.
- Developed customized reports for management as needed.
Call Center Customer Service Representative
Navy Personnel Command Customer Service Center
Millington, TN
02.2012 - 06.2014
- Managed high-volume calls, ensuring efficient service delivery and adherence to best practices.
- Enhanced customer satisfaction by effectively resolving inquiries and complaints through active listening and a positive attitude.
- Reduced call resolution time through efficient problem-solving and communication skills using our knowledge base platform, various databases, websites, and other research tools.
- Collaborated with cross-functional teams to address escalated issues, fostering a positive customer experience.
- Utilized CRM software (Oracle) efficiently, updating customer profiles accurately during each interaction.
Loan Servicing Manager
CBC Federal Credit Union
Oxnard, CA
10.2002 - 07.2011
- Directed loan servicing operations, ensuring compliance with regulatory requirements and internal policies, for a $370 million credit portfolio and consistently kept delinquency and charge-offs below peers.
- Managed a team of loan servicing professionals, fostering an environment of continuous learning and improvement.
- Collaborated with C-level executives to develop long-term financial plans and acting as assistant to the VP of Lending as needed.
- Established strong relationships with external partners such as vendors and legal representatives for effective collaboration on loan servicing matters.
- Provided exceptional customer service by promptly resolving borrower inquiries or concerns regarding their loans while reducing delinquency rates through proactive communication strategies.
- Maintained up-to-date knowledge of industry regulations, ensuring full regulatory compliance with National Credit Union Administration (NCUA), Rees-Levering Act, Uniform Commercial Code, Fannie Mae, and US Bankruptcy Code, along with company-wide policies, contributing to organizational consistency and effectiveness.
- Checked vendor payments, customer payments, and other accounting disbursements for accuracy and compliance.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Conducted regular performance evaluations of team members, providing constructive feedback and coaching to support professional growth and development.
Education
Bachelor of Science - Human Resources/Business Management
Park University
Millington, TN, United StatesSkills
- Administrative support
- Human resources assistance
- Onboarding management
- Personnel records management
- Payroll administration
- Problem-solving
- Detail-oriented data entry
Timeline
Human Resources Assistant
Department of the Navy (federal job)
09.2019 - 05.2020
Human Resources Assistant
Department of the Navy (GS federal job)
06.2017 - 08.2019
Call Center Customer Service Representative
Navy Personnel Command Customer Service Center
02.2012 - 06.2014
Loan Servicing Manager
CBC Federal Credit Union
10.2002 - 07.2011
Human Resources Assistant
Navy Service and Training Command
- 06.2023
Bachelor of Science - Human Resources/Business Management
Park University