Decision Review Officer, Gs 13, 40 Hours Per Week resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Dependable and enthusiastic Decision Review Officer, with over 29 yearsof service in the Veterans Benefits Administration, and more than 16 years of experience working as a Decision Review Officer. Expertise in managing workflow and functioning as a team member to enhance customer service and resolution of claims. In-depth knowledge of Veterans compensation and pension benefits, and job-related computer applications such as Veterans Benefits Management System (VBMS) and Veterans Appeals Control and Locator System (VACOLS). Proven track record of accomplishing superior work quality and productivity in all positions held in the Veterans Benefits Administration over a 29-year career.
Outstanding performance evaluation for Fiscal Year 2020 - Exceptional level of performance in all elements of the DRO performance standard, to include a 100% quality level and exceptional production level.
Skills
Expert, hands-on knowledge of VA benefits process and regulations gained over 29 years
Quality assurance controls
Organization
Professional communication with management, coworkers, service representatives, and representing attorneys
Operational improvement
Problem resolution
Claims inventory management
Customer service focused
Proven ability to adapt to change and work under stress
Willingness to accept additional work and special projects
Ability to train and mentor others
Work Experience
02/2004 to CurrentDecision Review Officer, GS 13, 40 Hours Per WeekVeterans Benefits Administration (Federal Job) | City, STATE,
Supervisor: Tina Collins (XXX-597-1389)
Okay to contact this supervisor: Yes
Conduct de novo reviews of appeals to resolve issues with respect to legal entitlements of veterans, their surviving spouses and other beneficiaries.
Work with veterans and their representatives in partnership to achieve the early and equitable resolution of claims.
Conduct informal conferences and formal hearings to obtain additional information.
Complete decisions on claims, to include Rating Decisions, Statements of the Case, and Supplemental Statements of the Case.
Prepare and certify appeals to the Board of Veterans' Appeals.
Instruct Rating Veterans Service Representatives (RVSRs) and Veterans Service Representatives (VSRs) regarding necessary development of additional evidence from appellants, and input VA examination requests.
Train and mentor junior team members, to include devising and implementing effective training methods, and providing feedback to coworkers and management to identify deficiencies in individual performances based on the outcome of reviews.
Work closely with team members and supervisory personnel to develop solutions and manage team production and quality goals.
Prepared and provided training to the Appeals Team on avoidance of Remands.
Prepared and provided multiple ongoing training sessions to Roanoke Regional Office RVSRs on how to issue Statements of the Case and Supplemental Statements of the Case.
SPECIAL ACCOMPLISHMENTS:
Selected by a service organization and the Assistant Veterans Service Center Manager to prepare a presentation and speak on Rating-related topics as part of the service organization's annual employee conference.
Volunteered to work special cases and take on additional work.
Volunteered for several projects, to include training team members and serving as a Personal Trauma PTSD claim subject matter expert.
Received multiple compliments and expressions of gratitude for my courteous and professional conduct from claimants, service representatives and attorneys.
Consistently received performance and special contribution awards for exceeding productivity, timeliness, quality of work and customer service performance standards.
Volunteered to work many hours of overtime on a consistent basis to resolve claims.
08/1997 to 02/2004Rating Veterans Services Representative-GS12Veterans Benefits Administration (Federal, 40 Hrs) | City, STATE,
Excelled in exceeding all productivity, timeliness, quality of work and customer service performance standards.
Mentored junior team members, to include training, reviewing work and providing feedback to coworkers and management.
Prepared Rating Decisions, Statements of the Case and Supplemental Statements of the Case.
Conducted informal conference and formal hearings.
Reviewed appeals and certified cases to the Board of Veterans' Appeals.
Provided advice and front-line expertise to coworkers and management.
Worked with external service representatives and representing attorneys to address claimant needs.
Maintained up-to-date knowledge of Veterans benefits regulations and policies to provide speedy and accurate service to each claimant.
Demonstrated dependability and team effort by volunteering to supervise the team on many occasions during the supervisor's absence, to include attending regular supervisory meetings.
SPECIAL ACCOMPLISHMENTS:
Volunteered to serve as the Prisoner of War subject matter expert and rated all of the Prisoner of War claims for my Rating Board for several years.
Volunteered to devise and conduct a training program to present to all Regional Office RVSR's and VSR's, and received a special contribution award for my efforts.
Consistently received performance and special contribution awards for exceeding productivity, timeliness, quality of work and customer service performance standards.
Volunteered to work special cases and take on additional work.
Volunteered to work many hours of overtime on a consistent basis to resolve claims.
06/1991 to 08/1997Veterans Service Representative - GS7, GS9, GS11Veterans Benefits Administration (Federal, 40 Hrs) | City, STATE,
Excelled in exceeding all productivity, timeliness, quality of work and customer service performance standards.
Analyzed Rating Decisions and reviewed claims files to prepare and authorize awards, providing accurate benefits to claimants and dependents.
Mentored and provided training to junior employees on laws, regulations and organization policies.
Demonstrated dependability and team effort by volunteering to supervise the team on many occasions during the supervisor's absence, to include attending regular supervisory meetings.
SPECIAL ACCOMPLISHMENTS:
Consistently received performance and special contribution awards for exceeding productivity, timeliness, quality of work and customer service performance standards.
Volunteered to work special cases and take on additional work.
Volunteered for several special projects, to include devising training programs and training team members.
Volunteered to work many hours of overtime on a consistent basis to resolve claims.
Education and Training
Expected in Bachelor of Science | Economics And Political ScienceVirginia Tech, Blacksburg, VA, GPA:
Cum laude graduate
3.5 GPA out of a maximum 4
Major in Economics
Minor in Political Science
Phi Kappa Phi Honor Society
Certifications
DRO Skills Certification Test 2017
DRO Training Conference 2012
Activities and Honors
Active member of the Honor Society of Phi Kappa Phi
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.