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Professional Summary
20 Years extensive experience with the US Department of Veterans Affairs, Manila Regional Office in the Philippines. Versatile, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Excellent reputation for resolving problems and improving customer satisfaction. Results-oriented Change Management Analyst adept at analyzing and improving work processes, policies and procedures. Hardworking and driven to work quickly and effectively on projects in all types of environments. Main goal is to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Skills
Organization and Time Management
Decision Making
Team building
Self-Motivated
Teamwork and Collaboration
Problem-Solving
Multitasking Abilities
Flexible and Adaptable
Dependable and Responsible
Work History
11/2011 to 11/2021Change Management Agent/Management Analyst/Training ManagerCounty Of Humboldt | Eureka, ,
Provided support to Manila Regional Office and Outpatient Clinic Director and Assistant Director by actively working to create and execute strategies for VA Manila employees. This is accomplished by identifying problem areas, analyzing various sources of information, conducting necessary research, formulating viable solutions and making sound recommendations to Director and Assistant Director
In collaboration with VA leadership, plays vital role in oversight, development and implementation of learning efforts that support engaged, talented and productive Regional Office workforce
As training manager, reports and consults with Director and leadership regarding learning and development efforts to train and retain highly qualified, talented and flexible workforce
Assigned with onboarding process of new Veteran Service Officers (VSOs) in Manila, Philippines. provide training and manage all pre-requisites for issuance of Personal Identity Verification (PIV) Identification cards (TRIP Training, security clearances)
Main point of contact/case manager of VSOs and other Veteran leaders for their difficult cases that needs attention
Assigned as super user in 90% of newly developed systems to troubleshoot and train employees (internet/intranet based, salesforce platform)
Identified and communicated potential risks associated with proposed changes, illustrating possible remedial and preventatives measures.
Participated in high-level change management strategic planning, incorporating input from stakeholders, internal support staff and external factors.
Administered periodic reviews of ongoing operational practices to determine efficacy and detect deficits.
11/2015 to 01/2017Supervisory Veteran Service Representative US Department Of Veterans Affairs | City, ,
Managed team of 6 field investigators and legal instrument examiner of Fiduciary Team whose main goal is to assist beneficiaries who are incapable of managing their funds. Priorities also involve reviewing fraud and assisting in putting beneficiaries interests at forefront
Assisted in supervising Public Contact Team in answering calls, face to face interview of Veterans and overall operations of team. Advised Veterans and their families on claiming for their VA benefits or resolution of their issues
Provided primary customer support to internal and external customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Developed team communications and information for meetings.
Proved successful working within tight deadlines and fast-paced atmosphere.
11/2009 to 11/2010Rating Veteran Service RepresentativeUS Department Of Veterans Affairs | City, ,
Served as specialist and decision maker for Veterans disability claims involving rating disabilities
Trained in medical terminology and physiology, determine percentage of disabilities, analyze claims and apply appropriate VA laws and regulations in preparing rating decisions with bases and reason for decision.
Performed in doing 6 to 10 Rating Decisions each day, increasing Regional Office productivity by 10%.
Acted as subject matter expert, answering internal and external questions and inquiries.
05/2001 to 11/2009Veterans Service RepresentativeUS Department Of Veterans Affairs | City, ,
Developed claims and made determination on eligibility of Veterans benefits by applying complex set of laws and regulations
Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
Conducted in-person and telephone interviews with Veterans and advocates to explain benefits and related programs.
Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
Prepared written appeals for claimants not satisfied with rating board decisions and presented arguments before hearing officers and federal government boards.
Provided training and was assigned as subject matter expert to variety of programs and systems in VA.
Education
Expected in Bachelor of Science | Public HealthUniversity of The Philippines, Manila, Philippines, GPA:
Our final study was focused on the health practices and status of the urban and rural elderly.
Additional Information
AWARDS and ACKNOWLEDGMENTS
, 20-year Service Awardee, US Department of Veterans Affairs, Manila Regional Office
Starfish Award from Undersecretary Allison Hickey, December 30, 2013
VA 101 Ambassador, CX Customer Champion and Engagement Champion for the Manila Regional Office
Superior Performance Award FY 2005, 2006, 2009, 2010, 2012, 2015-2020
United States of America Embassy Manila Mission Honor Award for exceptional contribution to the Embassy’s activities during the Philippine Commission on Women’s 18-day Campaign to End Violence Against Women (VAW), January 2018
United States Manila Embassy Eagle Awardee December 2012, November 2013 and May 2017
Certifications
Certified Yellow Belt Lean Six Sigma Training - October 2019
Management Analyst Mentorship Program - April to November 2020
Conflict Management Training by the Foreign Institute US Department of State - March 11, 2019
Panelist for Project Design and Management Workshop for the Peace Corps dated February 22, 2019
Supervisory and Management Training, US Department of Veterans Affairs March 2016
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