LiveCareer-Resume

rating veterans service representative resume example with 6+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Expert adjudicator with 12 years of claims processing experience with a track record of exceptional service using employee focused techniques to enhance efficiency and performance, demonstrated by numerous awards. Seeking to apply extensive end-user VBA application knowledge to assist the Medical Disability Examination (MDE) Program Office) with high-level program analysis. Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in [Type] regulations and procedures. Diligent [Job Title] offering [Number]-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Resourceful [Job Title] gifted in connecting with business customers to meet account needs, drive growth and build retention. Knowledgeable about [Product or Service] and skilled at meeting and exceeding sales targets. Service-oriented and quality-focused with demonstrated success over [Number] years of [Industry] experience.

Skills
  • Knowledge and skill in applying analytical and evaluative methods and techniques in order to plan schedule, and analyze projects and recommend ways to improve effectiveness and efficiency.
  • Applied formal education in organizational management throughout career to provide feedback to management to improve agency efficiency. Experienced trainer and mentor; analyzed training needs and provided recommendations to management.
  • Knowledge of personal computers and various software applications.
  • Highly skilled end user for VBMS, CAPRI and JLV applications. Sought out by peers and management for application troubleshooting. Former super user for RBA program.
  • Knowledge of and skill in using oral communication skills.
  • Knowledge of and skill in using written communication skills.
  • Agency, Supervisory
  • Attention to detail, Supervisor
  • Benefits, Technical support
  • Budgets, Technical assistance
  • Communication skills, Technical writing
  • Oral communication, Trainer
  • Oral, Trend
  • Conferences, Troubleshooting
  • Counselling, Written
  • Client, Written communication skills
  • Customer service, Author
  • Data analysis
  • Government
  • Grants
  • Information systems
  • Team lead
  • Leadership
  • Legal
  • Law
  • Marketing materials
  • Mental health
  • Mentoring
  • Mentor
  • Access database
  • Organizational
  • Personnel
  • Policies
  • Presentations
  • Profit
  • Program management
  • Proposals
  • Quality
  • Research
  • Strategic plans
  • Customer service
  • Cross-functional collaboration
  • Employee coaching
Experience
03/2019 to Current Rating Veterans Service Representative Department Of Veterans Affairs | City, STATE,
  • Hours per week: 40 Series: 0996 Pay Plan: GS Grade: 12, Analyzed claims to make determinations regarding service connection, evaluation of disabilities, medical and dental treatment, permanent and total disability, and ancillary benefits.
  • Evaluated all evidence and reconciled discrepancies to provide accurate entitlement determinations.
  • Exceeded productivity goals by 30 percent while achieving 99.3 percent quality for the current fiscal year.
  • Provided second signature review for complex cases and have adjudicated sensitive level claims since 2009.
  • Correctly processed appeal decisions in 2016 in support of the Seattle Appeals Team and as a part of the Appeals Resource Center in 2008 and 2009.
  • Worked as a team lead to provide training and technical review for two teams while working appeals in 2016.
  • Experienced mentor: Provided feedback to management about training needs.
  • Identified skill gaps through one-on-one mentoring, to help employees successfully complete Performance Improvement Plans and reach single signature.
  • Worked in concert with supervisory personnel to develop training plans to improve trainee performance.
  • Maintained flexibility to changing priorities and workloads, processing various types of claims over 12 years.
  • Special projects: Conducted in-depth reviews of predischarge claims and provided recommendations to management on improving claim efficiency.
  • Served on a quality team detail analyzing performance and providing reports to management.
  • Volunteered for special projects, including coordinating the 2015 Combined Federal Campaign Food and Clothing Drive and participating in Outreach events.
  • Worked with internal and external stakeholders to oversee the Food Drive.
  • Supervisor: Antoinette Mantanona (206-965-3435), may contact.
09/2018 to 03/2019 Rating Quality Review Specialist – Decision Review Officer Department Of Veterans Affairs | City, STATE,
  • Hours per week: 40 Series: 0996 Pay Plan: GS Grade: 13, Analyzed VA policy and procedures to provide quality and technical feedback to employees as a member of the Decision Review Operations Centers (DROC) Quality Review team.
  • Documented error decisions, indicated required actions and identified the applicable policies related to each error.
  • Provided written and oral feedback about making accurate entitlement determinations.
  • Conducted data analysis from local and national quality, and relayed quality trend information to management.
  • Efficiently prioritized multiple assignments concurrently.
  • Processed appeals work and prepared for conferences by thoroughly reviewing available evidence in claims files and analyzing applicable court cases.
  • Provided initial and follow-up training for newly hired employees.
  • Supervisor: Kathleen Cabusao (206-965-3480), may contact.
06/2004 to 03/2008 TeleService Contact Representative Social Security Administration | City, STATE,
  • Hours per week: 40 Series: 0962 Pay Plan: GS Grade: 8, Achieved 100 percent accuracy on benefit inquiries and claims while serving nearly 12,000 beneficiaries during 2007.
  • Received a Quality Step Increase for providing excellent training, accurate decisions, and quality customer service.
  • Adjudicated claims for retirement, survivor and supplemental income benefits.
  • Evaluated evidence, documented claims files and justified case decisions in accordance with applicable laws, guidelines, and regulations.
  • Evaluated contradictory legal and technical precedents to assess problems, make decisions and justify actions.
  • Provided written and oral technical guidance to co-workers and trainees in the daily operation and maintenance of Social Security claims management systems.
  • Provided written and verbal guidance as a technical advisor on complex cases.
  • Interviewed beneficiaries in a quasi-hearing format to determine competency status.
  • Efficiently prioritized multiple assignments concurrently.
  • As a mentor, I identified skill gaps through observation of calls and planned training strategies.
  • Worked in concert with supervisory personnel to develop training plans and improve individual performance.
  • Provided qualitative information to management about training needs.
  • Worked on an Access database to gather program information for management.
Education and Training
Expected in 2003 Master of Social Work Administration | Public Administration and Policy University of Washington, Seattle, WA GPA:
Expected in 2001 Bachelor of Arts | Social Work Pacific Lutheran University, Tacoma, WA GPA:
Expected in Organizational leadership, technical writing, program management | , , GPA:
Activities and Honors
Additional Information
  • Awards and Accomplishments: , Quality and Production Contribution Award (2019) Public Service Award (2018) SeaTac Appeals team trainer and mentor (2016) Combined Federal Campaign (CFC) Key Worker (2015) CFC Food and Clothing Drive Coordinator (2015) Quality and Production Contribution Award (2013, 2014) Special Contribution Award for exemplary contributions to the mission (2012) Quality and Production Contribution Awards (2008, 2009, 2010, 2011)

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Resume Overview

School Attended

  • University of Washington
  • Pacific Lutheran University

Job Titles Held:

  • Rating Veterans Service Representative
  • Rating Quality Review Specialist – Decision Review Officer
  • TeleService Contact Representative

Degrees

  • Master of Social Work Administration
  • Bachelor of Arts
  • Organizational leadership, technical writing, program management

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