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Decision Review Officer, GS 13, 40 Hours Per Week Resume Example

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DECISION REVIEW OFFICER, GS 13, 40 HOURS PER WEEK
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
Decision Review Officer, GS 13, 40 Hours Per Week
210 Franklin Rd., Roanoke, VA 24011Veterans Benefits Administration (Federal job) /Feb 2004 to Current

Supervisor: Tina Collins (540-597-1389)

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.
Rating Veterans Services Representative-GS12
Roanoke, VAVeterans Benefits Administration (Federal, 40 hrs)/Aug 1997 to Feb 2004
  • 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.
Veterans Service Representative - GS7, GS9, GS11
210 Franklin Rd., Roanoke, VA 24011Veterans Benefits Administration (Federal, 40 hrs)/Jun 1991 to Aug 1997
  • 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.
Hours per week

40

Education and Training
Bachelor of Science: Economics And Political ScienceVirginia TechBlacksburg, VA
  • 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

PROFESSIONAL REFERENCES

Tina Collins (540-597-1389)

Scott Sartini (540-597-1209)

Jennifer Coburn (540-597-1202)

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Resume Overview

Companies Worked For:

  • Veterans Benefits Administration (Federal job)
  • Veterans Benefits Administration (Federal, 40 hrs)

School Attended

  • Virginia Tech

Job Titles Held:

  • Decision Review Officer, GS 13, 40 Hours Per Week
  • Rating Veterans Services Representative-GS12
  • Veterans Service Representative - GS7, GS9, GS11

Degrees

  • Bachelor of Science : Economics And Political Science

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