Alexia Booker
Moore,SC
Summary
Results-driven professional with a solid foundation in production processes and equipment maintenance, dedicated to ensuring seamless operations and minimizing downtime. Proven track record in effective troubleshooting and implementing preventive measures to enhance operational efficiency. Expertise in optimizing workflows and boosting team productivity through technical knowledge and collaborative problem-solving fosters a dynamic work environment. Committed to continuous improvement and driving success in fast-paced settings.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Banking Customer Service Representative
TD Bank
Greenville, SC
01.2025 - 04.2026
- Facilitated customer satisfaction by promptly resolving inquiries and effectively addressing concerns.
- Facilitated account management transactions and product offerings to optimize client satisfaction.
- Guided customers in utilizing digital banking tools to promote convenience and independence.
- Engaged with team members to identify and implement process improvements, resulting in enhanced service delivery outcomes.
- Mentored junior staff on best practices in customer engagement and problem resolution techniques.
- Analyzed customer feedback to identify trends and implement improvements in service protocols.
- Led training sessions to enhance team knowledge of banking products and regulatory compliance.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Educated clients on financial solutions, enhancing their banking experience and product understanding.
PSE Mail Processing Clerk
United States Postal Service
Lyman, SC
04.2023 - 11.2024
- Receive, sort, and distribute incoming mail and packages. Completed daily cycle counts and assist with monthly audits. Managed inventory levels to ensure timely replenishment of stock, preventing out-of-stock situations. Optimize packing procedures to reduce damages during transit, leading to fewer returns and higher customer satisfaction ratings. Check shipments against paperwork and sign documents. Streamline distribution processes for faster delivery times and increased customer satisfaction. Coordinate storage locations and product movements. Implement preventative maintenance schedules for warehouse equipment which led to decreased downtime due to malfunctions or repairs. Organize efficient storage layouts within the warehouse, maximizing space utilization while maintaining accessibility of products. Maintain safety standards within the warehouse facility through regular inspections and adherence to OSHA guidelines. Prioritize and rearrange tasks to meet changing demands. Prepare boxes, pallets and crates for outgoing shipments. Inspect merchandise for damage and discrepancies with documentation. Operate postal machines, including postage meters and mail-processing machines. Assist with implementing new mailroom systems and training staff to improve operations. Sort and place mail into mailboxes and post office boxes with high levels of accuracy. Release registered and special delivery letters and packages to designated recipients and obtain signatures for release. Update and maintain mailing lists and customer records. Weigh letters and packages and calculate costs based on classification, weight, and destination. Operate postage meters, mail sealers and labeling machines. Upsell postal services like insurance and tracking.
- Hours per week: 18-36
- Duties, Accomplishments, and Related Skills:
Human Resources Specialist
United States Army
Fort Hood, TX, United States
07.2022 - 08.2023
- Partner with senior leadership to establish customer service and develop corporate and HR policies and procedures, which decreased the workload by 22%. Planned and managed recruitment activities for new hires using strategic personnel, staffing, reasoning and position management practices. Maximized team knowledge and productivity by training, monitoring and directing employees in the application of best practices and regulatory protocols. Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management. Liaised between management and employees to deliver conflict resolution, alleviate problems and interpret compensation and benefits policies. Analyzed issues and employed improvement processes through decision making. Improved customer service rankings by quickly resolving issues to improve overall satisfaction. Advocated for staff members and counsel supervisors to identify and resolve conflicts. Maintained work structure by updating job requirements and job descriptions for positions. Completed projects on time and under budget while resolving complex issues for senior leaders. Performed timely project management within budget constraints for issues regarding executive leadership. Implemented quality control initiatives to reduce downtime and increase revenue. Provided sound advice to the Office of Military Cooperation’s leadership on personnel assignments, talent management, awards, and evaluations. Expanded sphere of expertise by researching and consistently ensuring compliance with Army and CENTCOM regulations. Provided leadership for administrative office to include creation, preparation, routing, review, control, processing and handling of mail and other official administration. Exercised professional conduct, good judgement and professional demeanor in all dealings with clients of the administrative office. Led mail clerk duties; issued 2k pounds of mail with a pristine delivery rate, surpassed DOD standard by 73%. Finished 60 hours of Defense Enrollment Eligibility Reporting System training; gained technical and practical skillset to produce CAC for members. Forged bond with financial service officer & Defense Finance Accounting Services (DFAS); resolved 65 pay claims, recouped $81.9k in entitlements.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Unit Prevention Leader
United States Army
Fort Hood, TX, United States
11.2020 - 11.2022
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability. Communicated with patients, ensuring that medical information was kept private. Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations and reasoning. Set up, maintained and verified sterility of equipment and tools. Maintained strict aseptic fields when collecting biological samples, minimizing staff and patient infection risks. Used critical thinking and decision making to break down problems, evaluate solutions and make decisions. Offered friendly and efficient customer service, handled challenging situations with ease. Proved successful working within tight deadlines and fast-paced atmosphere. Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment. Demonstrated respect, friendliness and willingness to help wherever needed. Enforced the zero-tolerance drug policy; supported the Commander’s program through 100% monthly testing. Maintained professional bearing and concern for safety; conducted over 47 missions with zero incidents with an average of 180 personnel as the sole primary unit prevention leader.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Team Leader
United States Army
Fort Hood, TX, United States
11.2018 - 10.2022
- Demonstrated superb leadership and interpersonal skills to organize, motivate, and develop positive relationships with trainees. Proven proficiency in interaction with members of the military and family members. Provided direction, instructions and guidance to Soldiers, for the purpose of achieving a certain goal. Ensured that all personnel are equipped with the knowledge of every policy and manual to ensure that the workplace runs efficiently. Got tasks done by using all the resources available while including others. Communicated deadlines and goals, supported senior leader and performed all management duties when senior leader was absent. Responsible for supervising, managing and motivating team members daily. Acted proactively to ensure smooth team operations and effective collaboration. Listened to soldiers’ feedback and resolved any issues or conflicts. Conducts team meetings to update soldiers on best practices and expectations. Generated and shared comprehensive and detailed reports about team performance for that day or week. Monitor everyone’s participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed. Maintained a high degree of resilience; ensured that her section successfully performed every mission. Utilized wealth of knowledge to lead conflict resolution teams to improve morale and esprit de corps throughout the organization. Through personal oversight and planned training, helped and mentored junior Soldiers to achieve promotion. Inspired peers and subordinates to dedicate their time in training; maintained a vested interest in the career progression of her subordinates by consistently sharing experience and guidance. Demonstrated exceptional leadership and the ability to get the job done through self-management. Recognized for high-performance in Equal Employment Opportunity/Equal Opportunity as well as superb, natural customer service skills and oral communication skills. Used ability to improvise and maintain situational awareness. Excellent potential to serve in a key leadership position. Exceptional organizational skills; great communicator and leader. Possess the endurance and mental stamina to work long hours with limited resources. Developed training program to both increase and ensure comprehensive knowledge of military benefits, veterans’ benefits and entitlements as well as military. Tuition Assistance programs, budget counseling, marriage and family counseling, Army One Source, Army Community Services, military pay, benefits and compensation, personnel regulations, health benefits, veterans’ health benefits, TSP, leave, convalescent leave and joint federal travel regulations. Complied with all mandated federal and state employment laws as well as all laws regarding medical, dental and privacy guidelines. Took initiative within section to complete all required training before being told; allowing the company to remain mission ready. Acted on soldier’s aspirations; supported SFL-TAP efforts resulting in multiple Soldiers receiving internships. Trusted advisor; consistently sought out for advice and input by unit subordinates, peers, and leaders. Well respected throughout the unit for mentorship abilities. Mentored and conducted mock boards for soldiers, resulted in a 100% pass rate at the promotion board. Displayed motivation and ingenuity while conducting training; dedicated to the development and advancement of Soldiers. Gained current knowledge and applied it to the organization. Organized and disciplined leader, able to address situations with poise and intellect. Individually recognized for impeccable performance and drive to gain knowledge. Additionally, recognized for performance fostering a climate of dignity and respect for all.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Retention Training Team NCO
United States Army
Fort Hood, TX, United States
02.2021 - 06.2022
- Completed human resource operational requirements by scheduling and assigning employees. Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency. Improved office efficiency by effectively managing internal communications and correspondence. Coordinated implementation of people-related services, policies and programs through departmental staff. Administered benefits programs, analyzed compensation and other competitive data and prepared budgets using reasoning. Remained current with training and sought new training opportunities to further personal growth. Displayed exemplary personal and professional appearance, attracting local populace to inquire about military experience and opportunities. Responded to calls and emails from interested candidates quickly and scheduled appointments for in-person meetings. Filtered interested candidates by eligibility and disqualifying factors. Exceeded mandated quota from headquarters based on military needs and availability. Educated interested individuals on military jobs and compared interests and Armed Forces Classification Test scores to potential career fields. Maintained vested interest in the career progression of subordinates by consistently sharing experience and guidance. Inspired soldiers to seek self-improvement by completing basic education skills program; Soldiers increased GT scores by a total cumulative 452 points. Displayed contagious motivation for Soldier retention, which led to a 20% increased retention rate over the previous two years. Surpassed the goals set at higher echelons for company retention; Assisted Battalion career counselors to exceed their retention customer service goals. Meticulous attention to detail to ensured reenlistments, reclassification actions, benefits, and selective reenlistment bonuses were processed accurately.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Legal Representative NCO
United States Army
Fort Hood, TX, United States
12.2020 - 06.2022
- Prepared and filed non-judicial punishment and other legal documents for military justice system. Maintained law and administrative library, as well as department files and records. Assisted with separation board proceedings and duty determinations. Conferred with clients and other involved parties to gather and track case information. Drafted, signed and certified key legal documents for judicial review. Adhered to privacy laws to avert possible information breaches and protect client data. Provided reasoning, valuable insight, and direct support to numerous high-visibility investigations; ensured timely completion and accurate transcription. Investigated claims and prepared processing documentation. Took the time necessary to assist clients to ensure their personal legal needs are met and follows through to conclusion; outstanding devotion to Soldier care. Performed all duties with precision, confidence, and successfully met all expectations and suspense’s. Sacrificed personal time on multiple occasions to assists Soldiers and clients; ensured their legal needs were met with exceptional customer service. Processed over 100 legal claims and followed through to resolution reducing monetary hardship on families. Ensured the section’s briefing slides accurately reflected the section mission during daily Commander Update Briefs. Managed the section tracking log consisting of all real time and notional actions. Used exceptionally sound judgement and diplomacy when addressing legal issues with command teams. Selected over 37 NCOs to serve as the company legal liaison. Processed over 10 Chapters and 40 UCMJ packets for the company; ensured the unit measured a 100% accuracy rating on all actions. Operated with minimal supervision due to her ability to use sound judgement and interpersonal tact, resulting in six Soldiers being retained for continued service. Maintained constant communication with the command team on all legal matters; ensured zero deficiencies on all legal packets. Relied upon and entrusted for precise, timely recommendations regarding key personnel decisions for the organization.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Directorate of Emergency Services Dispatcher
United States Army
Fort Hood, TX, United States
01.2018 - 06.2022
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments. Enhanced productivity by guaranteeing timely emergency response with no service delivery delay. Automated document flow by ensuring logbooks, fire, accident, and emergency reports were maintained with 100% accuracy. Handled approximately 70 cases daily, providing information and treatment recommendations to public, hospital staff, and US military for cases such as: accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions. Scanned suspects with NCIS per police requests to determine criminal and driver history, vehicle registration information, and license status. Enhanced productivity by guaranteeing timely emergency response with no service delivery issues. Reduced risks and emergency response issues by observing public safety field units. Optimized productivity to improve on-time emergency response and life support. Aided senior leadership by collecting research for executive decision-making support. Identified cases requiring additional resources and interventions, reaching out to the Sierra unit, Fire Chief, and/ or OIC for Fort Hood to determine best next steps. Read system maps and caller information, and documented details in system. Cultivated client rapport by interfacing with callers to aid with medical emergencies. Improved project completion time by incorporating policies. Tracked stolen articles into the National Crime Information Center and monitored government-regulated alarms. Increased timely treatment protocols by leveraging current response and quality assurance requirements. Relayed latest information to first responders via electronic means, telephone calls, and radio responses. Answered calls from automatic routing system and took basic information from callers providing customer service. Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
P3T Program Leader Instructor Trainer
United States Army
Fort Hood, TX, United States
11.2020 - 01.2022
- Supervised and instructed military and civilian personnel who have been designated to serve as Pregnancy/Postpartum Physical Training (P3T) program managers (OIC and NCOIC), instructor trainers, medical experts, H2F (holistic health and fitness) staff executing P3T in a Brigade, and subject matter expert instructors. Implemented mandatory standardized Army-wide P3T. Aligned exercise recommendations from the American College of Obstetricians and Gynecologists and the 2018 revised Physical Activity Guidelines for Americans. Demonstrated outstanding leadership and initiative; took control and served as the Brigade Pregnancy & Postpartum Physical Trainer Instructor. Managed Unit's Army Body Composition Program (ABCP); worked diligently shortly after assuming responsibility to ensure continuity and records are current. Trained 12 1st Cavalry Division Sustainment Brigade personnel on H2F principles; focused on nutrition, form, and fitness programming. Helped foster a positive work environment by engaging in friendly competitions with other members of the Brigade. Passed the Army Combat Fitness Training (ACFT) level 1 certification to be one of only two qualified graders in the unit utilized an innovative and demanding PT regimen; increased overall APFT score by 25 points. Maintained a professional appearance and kept physically fit ensured Brigade tasks were supported and executed to standard. Gave Soldiers time for a regular fitness workout; improved the health, welfare, and strength of Soldiers. Sought out by Soldiers for guidance; set the standard for all Instructors within the Brigade. Revised PT plans created by exercise leaders to make sure they are within standard and provide the incorporated skills and exercise needed to be within program management. Created excel reports of all soldiers that attended the mandatory program. Provided updates to all First Sergeants and Brigade Sergeant Major on a weekly basis. Collaborated with Army Wellness Center to ensure service members and spouse were provided with nutrition, wellness, pregnancy, and postpartum education twice a week.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Training & Schools NCOIC
United States Army
Fort Hood, TX, United States
11.2019 - 11.2021
- Established performance metrics for specific tasks such as intricacies of high-quality customer service, record-keeping, maintenance, and upkeep. Promptly received and forwarded incoming communications, such as phone calls, emails, written communication, and oral communication to appropriate staff. Managed multiple projects simultaneously using organizational and analytical skills. Handled client correspondence and tracked records to foster office efficiency. Instrumental in revisions of standard operating procedures, memorandums, and policies that resulted in improvements in both readiness and efficiency in operations, which resulted in the reduction of customer service time by 25%. Ensured 100% compliance with standards which required operational readiness. Led cross-functional team to develop, implement a new training program designed to challenge every employee, so that they will have new learning opportunities to reach their goals. Provided purpose, direction, and coaching of the administrative staff with all the new and incoming necessary training. Created training schedules enabling a more efficient and vastly improved training tempo. Informed and supported business leaders through consistent communication and administrative support duties. Supervised office operations to ensure all standards were exceeded, coordinated meetings, and prepared PowerPoint presentations using Microsoft. Fostered operational efficiency and compliance with company policies through effective coordination of office activities. Entered data using Microsoft Office and Digital Training Management System, following procedures to keep information private. Provided ease of access and navigation for important data by compiling, organizing and uploading organizational documents to database. Arranged meetings and coordinated resources for use by all attendees. Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Utilized standard office equipment daily, to include multi-line telephone systems, facsimiles, computers, scanners, copiers and other multi-function devices. Expert knowledge with Microsoft Office suite of software – particularly, Word, PowerPoint, Excel and Outlook. Developed training program to help educate fellow employees on proper utilization of PowerPoint for delivery of presentations and Excel Carried out day-day duties accurately and efficiently. Created and maintained company training schedules and files; requesting training areas, ranges, and other items required to support scheduled training. Showed technical expertise while providing communications support during 9 Field Training Exercises; resulting in 100% mission success. Tracked 300 OPORDS with high OPTEMPO mission, ensured unit met 100% of all requirements. Processed over 85 military school packets for the unit. Increased school attendance by 60% and the overall company operational readiness by 76%. Increased the overall efficiency bringing the average Soldier’s individual training record to 91%.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Firefighter
United States Army
Fort Hood, TX, United States
09.2016 - 12.2018
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services. Oversaw equipment and vehicle upkeep to maintain emergency readiness totaling $2.2 million. Initiated first aid measures to alleviate further injury and prepared victims for transport to medical facilities. Evaluated situation at emergency sites to determine and execute the most effective methods for saving life and property. Educated public and community members on fire safety and prevention methods to provide life-saving techniques. Inspected buildings for pre-fire plans, fire hazards and compliance with fire prevention ordinances. Trained fire personnel in safe and proper operation and maintenance of fire department apparatus and vehicles. Assisted with safety audits and tracking of chemical and waste inventories. Prepared incident reports detailing personnel, location and results of each call. Conducted 72-hour operations at the fire station; maintained a mission readiness rate of 100% during challenging operations. Trained and certified teams to accompany civilian firefighters at all five fire stations on Fort Hood. Encouraged and mentored IMCOM’s 2022 Army firefighter of the year. Conducted training for 20 firefighters on emergency evacuation techniques. Led team to perform over 900 emergency calls including 25 structure fires, 120 vehicle fires, and 40 emergency medical service calls. Supervised soldiers from five different stations across Fort Hood installation during wildland season that prevented government loss. Enforced safety during 250 training events; resulted in zero injuries and 100% completion of missions.
- Hours per week: 40
- Duties, Accomplishments, and Related Skills:
Education
Bachelor of Arts - Humanities
University of Maryland Global Campus
Hyattsville, MD06-2027
High School -
Summerville High School
Summerville, SC, United States06-2008
Skills
- Compliance awareness
- Sales proficiency
- Strong numeracy skills
- Client confidentiality
- Policies and procedures adherence
Certification
- Microsoft Office
- 09/2022 Integrated Personnel & Pay Systems (IPPSA)
- 09/2022 Integrated Personnel Electronic Records Management System (IPERMS)
- 06/2022 Defense Enrollment Eligibility Reporting System training
- 05/2022 AED/ CPR Certified
- 03/2022 Emergency Medical Dispatcher (EMD)
- 05/2021 Drug Testing Program (DTP)
- 11/2020 Pregnancy Postpartum Program Leader
- 02/2020 Basic Leadership Course (BLC)
- 08/2019 Defense Travel System (DTS)
- 08/2019 Digital Training Management System (DTMS)
- 06/2019 FEMA (IS-100, IS-200, IS-700, IS-800)
- 04/2019 Texas Law Enforcement Telecommunication System (TLETS)
- 04/2019 National Crime Information Center (NCIC)
- 04/2019 Texas Crime Information Center (TCIC)
- 01/2018 Computer Aided Dispatch (CAD)
- 06/2017 Emergency Medical Responder
Timeline
Banking Customer Service Representative
TD Bank
01.2025 - 04.2026
PSE Mail Processing Clerk
United States Postal Service
04.2023 - 11.2024
Human Resources Specialist
United States Army
07.2022 - 08.2023
Retention Training Team NCO
United States Army
02.2021 - 06.2022
Legal Representative NCO
United States Army
12.2020 - 06.2022
Unit Prevention Leader
United States Army
11.2020 - 11.2022
P3T Program Leader Instructor Trainer
United States Army
11.2020 - 01.2022
Training & Schools NCOIC
United States Army
11.2019 - 11.2021
Team Leader
United States Army
11.2018 - 10.2022
Directorate of Emergency Services Dispatcher
United States Army
01.2018 - 06.2022
Firefighter
United States Army
09.2016 - 12.2018
Bachelor of Arts - Humanities
University of Maryland Global Campus
High School -
Summerville High School
Other Information
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