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Support Services Specialist Resume Example

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SUPPORT SERVICES SPECIALIST
Professional Summary

Support Services Specialist Team Leader with 9 years of experience providing administrative services for VHA Member services in processing and mailing veterans applications. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Strong understanding of operations and procedures to effectively manage a team to meet customer expectations internally and externally. Competent in gathering and reviewing information to evaluate quality and reliability of different products, processes and procedures. Devoted to completing in-depth reviews and proposing strategic solutions. Experienced Credentialing Specialist adept at conducting application reviews and primary source verifications. Excellent relationship-building, problem-solving and communication skills.

Expertise

Organizational Performance Analysis: As a Support Services Specialist for VHA Member Services, led the Mail Processing Improvement initiative….

Written Communications: Prepared a variety of reports, correspondence, memoranda, briefs and e-mail. Understand and comply with instructions which are sometimes complex.

Policies & Procedures: Created 10 Standard Operating Procedures (SOP) and policies to standardize the process for veterans' correspondences

Customer Service: Provide customer service; respond to customer inquiries; relate well to people of all ages, from varied backgrounds. Develop and maintain effective working relationships with stakeholders and coworkers.

Information Management: ● Created manuals including training manuals and related materials. Implemented effective record storage methods.

Education
M.D.: PUBLIC ADMINISTRATION, Health Care Management, 2014
Grand Canyon University - Phoenix, AZ

GPA: 3.9

Certifications

Contracting Officer Representative, 2015, FAITAS,

Project Management Program, 2019

Skills
  • MS Word, Excel, PowerPoint and Publisher
  • Management
  • Labor Relations
  • Contract Management
  • Business Development
  • Financial Management
  • Customer Relations
  • Staff Management
  • Database applications, (WRAP)
  • Project Management
Work History
Support Services Specialist, 08/2015 to Current
VHA Member Services – Atlanta, GA
  • Salary: $54,678 Job Type: 40 Hours per week, Full time Supervisor: Doug Murchison (404-828-5270), May contact
  • SKILLED IN OPERATION AND UTILIZATION OF MAIL CENTER: Managed operations, and business practices to perform daily operations; conduct quality control reviews; gather and track data; provide input to management reports; troubleshoot issues; provide recommendations for operational improvements; and development of local policies, procedures, and Standard Operating Procedures (SOPs), Measured Performance (MOP) and Measures of Effectiveness (MOE) through operational quality metrics collection program Collected and reported metrics for mail processing, letter printing, and document imaging. Mailroom, printing/scanning and printing performance and operational quality reports. Generated metrics tracking to provide baseline data for analysis. Inputted and contributed to required annual Mail Management Expenditure Report. Ensured Mail Room and printing/scanning functions are running smoothly and adhering to regulations and requirements VHA Member Services is operation and support office within Department of Veterans Affairs (VA), Veterans Health Administration (VHA). Organization manages front-end elements of interaction with VA's Health Care System, providing oversight, review and direct service for health care eligibility and enrollment, administration of health care benefits and homeless support for Veterans and beneficiaries.
  • ORGANIZATIONAL PERFORMANCE ANALYSIS: Led Mail Processing Improvement initiative to ensure veteran letters are processed daily and timely. Highly experienced in agency mail handling procedures and operations .Analyze and gather data to make recommendations for mailroom equipment. Skilled in all aspects of operations including receipt recording, reporting, routing, dispatch, control of express mail packages, US Postal incoming and outgoing mail Maintains agency suspense systems for US mail. Coordinate management on strategic planning for internal control measurements. Collaborated on program operations with Keypoint Intelligence LLC, including offering feedback from participants and improvement recommendations. Managed quality assurance program, including on-site evaluations, internal audits and customer surveys. Increased customer satisfaction by resolving United Postal Service issues.WRITTEN COMMUNICATIONS/CORRESPONDENCE: Prepare end of the month reports. Maintain and update policies for the department. Manage and prepare reports and end of the month report for incoming and outgoing mail. Assist with special studies, projects, and quality control process monitors. Respond to internal and external customers to and maintain veterans' files. Retrieve and scan documents into the HEC Automated System to maintain and update veteran eligibility and enrollment forms. Documents include Veterans application 1010EZ, 1010EZR, correspondence, Eligibility Update, HEC campaigns, VISN forms, and Family Caregivers forms.

    POLICIES & PROCEDURES: Created 10 Standard Operating Procedures (SOP) and policies to standardized the process for veterans' correspondences. Served the VHA Member Services by adhering to professional standards, as well as local, state, and federal requirements

    CUSTOMER SERVICE: Demonstrate interpersonal communication skills with a variety of people. Show understanding, friendliness, courtesy, tact, empathy, concern, integrity and professionalism to others. Able to maintain sound emotional balance and maturity under pressure. Show flexibility to handle any situation or project. Effectively deal with individuals who might be difficult, hostile, or distressed. Provide customer service; respond to customer inquiries; relate well to people of all ages, from varied backgrounds. Sensitive to cultural diversity, race, gender, disabilities, and other individual differences. Develop and maintain effective working relationships with stakeholders and coworkers. Able to adapt to changing situations in a fast-paced environment

    INFORMATION MANAGEMENT/PROTECTING SENSITIVE DATA: Coordinate and integrate work activities and resources of several organizational projects. Operated and Maintained reproduction equipment and Performed minor repairs to reduce down time of equipment. Ensure privacy, confidentially and security of Federal Tax Information (IRS and VA) of incoming and outgoing mail.

    LABOR RELATIONS: Receive, sort, and distribute incoming and outgoing materials and mail sent and received by the Health Eligibility Center (HEC) activities within and outside the facility. Review all incoming materials to determine correct distribution. Coordinate and accomplish completion of all outgoing mail printed for various organizations through processing and distribution of mail in the HEC.

    EXPERIENCED WITH, AND KNOWLEDGEABLE OF COMPUTER SOFTWARE PROGRAMS utilized at the Health Eligibility Center and VHA. Highly proficient in Windows and Microsoft Word, Excel, PowerPoint, Publisher. Utilize Excel database applications for organizational tracking and reporting purposes. Use computer programs to access, create, edit, print, send, retrieve, or manipulate data, files and other information. Enter information in Excel databases for the contacting services managed by mail and imaging.

    ANALYZE AND RESOLVE PROBLEMS INVOLVING CUSTOMER SERVICE. ABLE TO SEARCH FOR PRECEDENT MATERIALS WHEN NEEDED: Find alternative sources of information for resolution of conflicts. Answer inquires and participates in management committee, surveys and analyses to resolve errors and issues in order to improve procedures. Performed service calls for mail and imaging equipment.

    PROCUREMENT: Responsible for procedures, policy and procurements based on reconciling the charges appearing on each statement of accounts verifying it matches the receipts and other supporting documents under Sec 2, 1909 (a) (3) this includes reconcile purchase orders for 2237 annual contracts. Verify invoices for payment. Follow up with Lead Procurement Tech, and Accounting Technician on delinquencies with material ordered and delivered to HEC. Experienced and knowledgeable as a Contracting Representative (COR) for the Mail and Imaging Section focused on strategic negotiations and procurement initiatives. Proven track record in managing contract negotiations on a small and large scale while serving as key liaison between management, customers and contractors. Maintain over 18 contracts in excess of $900,000. Retain and Purchase supplies for the Mailing and Imaging Department. Ensured the annual Funds added to Mail & Imaging Equipment. Trained as an Accountant for 2 months in Finance Business Service Division Analyzing and Inputting information in FAR, monitor travel obligations, claim receipts, expenditures and approvals using correct costing elements in the Travel Management System accordingly.
    EFFECTIVELY COMMUNICATE IN WRITING: Prepare a variety of reports, correspondence, memoranda, briefs and e-mail. Review to verify completeness, correctness, consistency, compliance and authenticity. Use correct English grammar, punctuation, and spelling; express information, facts and ideas in a concise and organized manner; include technical material that is appropriate for the intended audience. Understand and comply with instructions which are sometimes complex.

    ADMINISTRATIVE FUNCTIONS: Perform end of year audit of contracts to ensure account balance is zero and contract is closed out with government contractor. Serve as Lead Management for Mail & Imaging Department. Provided customer support. Maintain agency mail suspense files and filing system for monthly reports to track and maintain accountability, such as UPS receipts, contracts, purchase order requests pertaining to supplies and funds requested for USPS and the mailroom department. Arranged for retrieval of incoming and outgoing packages. Experience prioritizing tasks and workload. Organize M&I supply and file room daily. Establish program objectives performance goals and to assess progress toward their achievement. Research, gather and analyze information from various departments including Quality Control for Enrollment Eligibility Division (EED) and Income Verification Department (IVD). Coordinated with supervisor to assist and direct the mailroom operations.

    PROFICIENTLY COMMUNICATE ORALLY with internal and external contacts and groups with the VHA and other Federal agencies. Communicate via telephone and in person. Assign, train and review work of subordinates. Provide training on preparing, sorting and scanning of veterans' application in the OPEX system. Always take into account the audience and nature of the information including technical or sensitive information. Make clear and convincing presentations; listen to others and respond appropriately.


    ACCOMPLISHMENTS:
    • Serve as Supervisor Lead Assistant for mail management works independently prioritizing tasks and workload with no supervision and assisting supervisor with organizing the mailroom.
    • Mail Processing Improvement Initiative: Led the Mail Processing Improvement initiative to drive efficiency for the daily layout using an Excel spreadsheet and Flow Master operating system to process veteran's letters to be sent to USPS (2019). As member of six-person team, served as leader for process improvement researched and designed a database for mail accountability. The team conducted a metric of letters dropped on the Flowmaster for two months, five days a week. The improvement was 98% letters mailout to veterans; Created a database for Flowmaster to account for letter drops
    • Created a record to input and calculate for the different types of contracts in the mail department to improve contract accountability and proficiency
    • Created 10 policy and procedures to improve mail accountability and efficiency for processing mail.
    • Special Project for the Agency: Yellow Belt Project Improve the process of the mail room, GS-11 & 12 Equivalent 2014-2015: Analyzing data combining and comparing data from different sources working systematically and carefully in interpreting the data collected. Collaborate with other departments for the preparation of planning strategies; gather materials and research current mail operations. Organize and direct activities by evaluating veteran's application receiving process for internal and external audits to improve enrollment for veteran's benefits.
PROGRAM SUPPORT CLERK, 05/2011 to 08/2015
Veterans Health Eligibility Center, HEC – Atlanta, GA

Salary: $42,969 per Year

Job Type: 40 Hours per week, Full time

Supervisor: Doug Murchison (404-828-5270), May contact

SKILLED IN OPERATION AND UTILIZATION OF MAIL CENTER COMPUTERS, REPRODUCTION, SCANNING AND IMAGING EQUIPMENT.

  • Knowledgeable in ADP hardware and software used in unit. Handle inserting equipment, reproduction, scanning and mail equipment utilized by the HEC including Pitney Bowes operating systems, Digital Bowes meter mails, Pitney Bowes Paragon Mail Management System, "smart” production printer, OpenX Multi-purpose Extractor; imaging equipment, and Xerox reproduction equipment.
  • Prioritize veteran cases daily by gathering and completing documents for scanning into HEC automated software ensuring information is entered properly.
  • Coordinate and integrate work activities and resources of several organizational projects.
  • Operated and Maintained reproduction equipment and Performed minor repairs to reduce down time of equipment.
  • EXPERIENCED WITH, AND KNOWLEDGEABLE OF COMPUTER SOFTWARE PROGRAMS utilized at Health Eligibility Center and DHCP.
  • Highly proficient in Windows and Microsoft Word, Excel, PowerPoint, Publisher.
  • Utilize Excel database applications for organizational tracking and reporting purposes.
  • Use computer programs to access, create, edit, print, send, retrieve, or manipulate data, files and other information.
  • Enter information in Excel databases for contacting services managed by mail and imaging.
  • ANALYZE AND RESOLVE PROBLEMS INVOLVING CUSTOMER SERVICE.
  • ABLE TO SEARCH FOR PRECEDENT MATERIALS WHEN NEEDED.
  • Find alternative sources of information for resolution of conflicts.
  • Answer inquires and participate in Business Service Division Gallup committee to resolve errors and issues in order to improve procedures.
  • Perform service calls for mail and imaging equipment.
  • PROCUREMENT.
  • Independently prepare purchase orders; purchase supplies for mail and imaging department and retain purchase order records.
  • Verify invoices for payment.
  • Follow up with Lead Procurement Tech, and Accounting Technician on delinquencies with material ordered and delivered to HEC.
  • Ensured annual Funds added to Mail & Imaging Equipment.
  • Serve as liaison for purchase of equipment through Budget and Finance.
  • Serves as COR (Contracting Officer's Representative) for contracts.
  • Property custodian for mailroom to maintain accountability of equipment.
  • EFFECTIVELY COMMUNICATE IN WRITING.
  • Prepare variety of reports, correspondence, memoranda, briefs and e-mail.
  • Review to verify completeness, correctness, consistency, compliance and authenticity.
  • Use correct English grammar, punctuation, and spelling; express information, facts and ideas in concise and organized manner; include technical material that is appropriate for intended audience.
  • Understand and comply with instructions which are sometimes complex.
  • ADMINISTRATIVE FUNCTIONS: Provided customer support.
  • Maintain agency mail suspense files and filing system for monthly reports, UPS receipts.
  • Arranged for retrieval of incoming and outgoing packages.
  • Experience prioritizing tasks and workload.
  • Organize M&I supply and file room daily.
  • Establish program objectives performance goals and to assess progress toward their achievement.
  • Research, gather and analyze information from various departments including Quality Control for Enrollment Eligibility Division (EED) and Income Verification Department (IVD).
  • Coordinated with supervisor to assist and direct mailroom operations.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
HEALTH MANAGEMENT, TECHNICAL SERGEANT,, 06/2010 to 05/2012
Air Force Reserve – Atlanta, GA
  • Salary: $478 /month Job Type: 16 Hours per week Supervisor, MSG Jameria Doyle, Phone: 404-245-9523, Please do not contact KNOWLEDGE OF COMPUTER SOFTWARE PROGRAMS.
  • Used Microsoft Word, Power Point and Excel to compile information and prepare reports, graphs, and charts on bed occupancy, staffing, dental health, medical care form from civilian sources, and professional activities.
  • Prepared, coded, and transmitted clinical record cover sheets.
  • Collected, maintained, prepared, and analyzed Medical Expense and Performance Reporting Systems (MEPRS) data.
  • Performed various travel functions.
  • Utilized Defense Travel System (DTS).
  • ADMINISTRATIVE FUNCTIONS: Coordinated release of information functions.
  • Prepared health record copies and abstracts.
  • Verified patient eligibility.
  • Prepared financial statements and subsistence stock records.
  • Screened medical records to gather data for medical audits.
  • Prepared, filed, safeguarded, transferred, and retired health records.
  • Maintained patient locator hard suspense files.
  • Monitored unit personnel management roster to ensure correct assignment of personnel resources.
  • Performed over 40 hours of ICD - 9 CM.
  • COMMUNICATION: Prepared oral and written reports.
  • Prepared patient related correspondence and special orders for patient assignment, reassignment, and Aeromedical evacuation.
  • Coordinated and prepared forms.
  • Identified and processed line of duty determinations.
  • Transcribed daily information onto spreadsheet charts.
  • Transcribed physicians' orders, and prepared requests for diagnostic tests, consultations, and referrals.
  • Performed functions to admit, discharge, and transfer patients.
  • Identified, coordinated, and processed medical conditions requiring Medical Evaluation Board (MEB) proceedings.
  • Mentored non-commissioned officers in maintenance of Radiological equipment
  • Coordinated with leadership to verify support for deployment and redeployment operations.
  • Identified new methods to optimize medical records management.
  • Reviewed charts and flagged incomplete or inaccurate information.
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Resume Overview

Companies Worked For:

  • VHA Member Services
  • Veterans Health Eligibility Center, HEC
  • Air Force Reserve

School Attended

  • Grand Canyon University

Job Titles Held:

  • Support Services Specialist
  • PROGRAM SUPPORT CLERK
  • HEALTH MANAGEMENT, TECHNICAL SERGEANT,

Degrees

  • M.D. : PUBLIC ADMINISTRATION, Health Care Management , 2014

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