Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Proficient Program Analyst experienced in conducting feasibility studies and risk assessments. Supports implementation planning and ongoing analysis. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process, and resource optimization. Results-oriented Management Analyst adept at analyzing and improving Standard Operating policies and procedures. Talented program developer and director with 15 years of office management, support staff management, training, and supervision experience. Veteran Program Analyst versed in ongoing program evaluations and eager for new professional challenges. Highly effective at reviewing and validating data, conducting complex reviews, and assessing program operations. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement.
Organizational Performance Analysis: As a Support Services Analyst Team Leader 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 Standard Operating Procedures (SOP) and policies to standardize the process for veterans' correspondences Customer Service: Provide customer service; respond to customer inquiries; Develop and maintain effective working relationships with stakeholders and coworkers.
Management: Created manuals including training manuals and related materials. Implemented effective record storage methods.
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 by printing/scanning and printing performance and operational quality reports,Generated metrics tracking to provide baseline data for analysis of Mail Management Expenditure Report,Ensured Mail Room and printing/scanning functions are running smoothly and adhering to regulations and requirements per VHA Member Services operation and support office within Department of Veterans Affairs (VA), Veterans Health Administration (VHA),Managed 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: Catalyzed and implemented a data-driven approach to operational processes and problem solving throughout Member Services/Resource Management, Supervised the collection of relevant data and made recommendations based on analysis,Worked with IT and personnel departments to implement data-based operational algorithms,Led Mail Processing Improvement initiative to ensure veteran letters are processed daily and timely,Highly experienced in agency mail handling procedures and operations,Coordinate management on strategic planning for internal control measurements,Analyze and gather data to make recommendations for mailroom equipment,Skilled in all aspects of operations including receipt recording, reporting, routing, control of express mail packages, Maintains agency suspense systems for US mail for incoming and outgoing mail, Managed quality assurance program by collaboration on program operations with Key point Intelligence LLC, to evaluate effectiveness of organization procedures to enhance production,Including on-site evaluations, internal audits, and customer surveys,Increased customer satisfaction by resolving United Postal Service issues.
WRITTEN COMMUNICATIONS/CORRESPONDENCE: Prepare end of month reports,Maintain and update policies for department.
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 time of equipment,Ensure privacy, confidentially and security of Federal Tax Information (IRS and VA) for incoming and outgoing mail.
EXPERIENCED WITH, AND KNOWLEDGEABLE OF COMPUTER SOFTWARE PROGRAMS utilized at Health Eligibility Center and VHA Member Services,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 Resource Management 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 to improve procedures.
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; Understand and comply with instructions which are sometimes complex,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, Arranged for retrieval of incoming and outgoing packages,Experience prioritizing tasks and workload.
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.
PROFICIENTLY COMMUNICATE ORALLY with internal and external contacts and groups with VHA and other Federal agencies,Communicate via telephone and in person,Assign, train, and review work of subordinates,Provided training on preparing, sorting, and scanning of veterans' application in OPEX system.
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 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 time of equipment.
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