Assistant Customer Service
Resume:
JESSICA ANN TURNBOUGH
* **** **** ****** *** ***, Auburn WA 98002
***********@*****.***
OBJECTIVE
Pursuit of a position as a legal assistant/paralegal not in the government system to increase my knowledge base and skills.
GENERAL BACKGROUND
Over eighteen years of experience working with professionals in a business environment, including community service, Immigration and Naturalization Service, the U.S. Army and U.S Air Force, as an Air Traffic Assistant, dispatcher for the VA, legal work for the VA, Office of General Counsel, along with further experience in customer service work in other customer based establishments.
Over eight years of experience working in the legal profession in the US Dept. of Veterans Affairs, Office of General Counsel, including, but not limited to, the field of loan guaranty, special adaptive housing, tort law, subrogation, bankruptcy law, probate law, and office manager.
Legal Assistant, LG NPG, OGC
Oct. 1, 2015 to Present Sep 2012-Dec 12, 2018 (GS-7 Step 3) Supervisor Thomas Maher 313-***-****
Independently communicates appropriately, effectively, and professionally with Veterans Benefit Administration (VBA), such as Regional Loan Centers; VBA Contractors, such as Vendor Resource Management (VRM), and VBA Special Adapted Housing (SAH) agents, both orally and in writing, regarding Loan Guaranty legal matters with little supervision or direction.
Completed over 2,700 legal title/foreclosure reviews and SAH grants in accordance with VA regulations
Shared legal responsibility with all group attorneys and support staff regarding title and property law legal issues across the country.
Responsible for training and monitoring of computer programs developed for property law.
Assists in creation of internal operations policies and legal policies for the property/title and grant law team.
Gave guidance to staff, including attorneys and supervisors, due to expertise in property law for the VA. Mentored several support staff members, and student interns
Researches [property federal and state regulations, statutes, and policies for impact on legal reviews of title acquisitions, grants, refunds, and VA mortgages.
Proficient in use of Microsoft Word, PowerPoint, Excel, Adobe Pro/Reader, Outlook 2007, SharePoint, and specific programs for VA
Trained coworkers, both technically and substantively.
Knowledgeable and aptly able to apply property law within federal and state laws in multiple states.
Collaborates well with staff attorneys and management for formation of national program processes for efficiency and quality.
With the exception of one attorney, I was the only support staff who was trained and could cover all states and territories except Puerto Rico on the National team in property and title law.
Helpful, and courteous in all interactions with Veterans and clients and very responsive to customers, clients, and truly cares about Veterans and the VA Values
Legal Assistant, Office of Regional Counsel 20, OGC
June 2009 to Oct. 1, 2015 (GS-5 Step 1 through GS-7 Step 3) supervisor Michael Hughes 202-***-****
Primary property law reviewer for ID, AK, OR, WA, WY, AZ, NM, NV, UT, and WY
Independently communicates appropriately, effectively, and professionally with Veterans Benefit Administration (VBA), such as Regional Loan Centers; VBA Contractors, such as Vendor Resource Management (VRM), and VBA Special Adapted Housing (SAH) agents, both orally and in writing, regarding Loan Guaranty legal matters with little supervision or direction.
Participated in creation of the Loan Guaranty SharePoint for use in performing legal property reviews of title and foreclosures, SAHs grants, condominiums approvals for VA Loans, and litigation issues involving property law,.
Assisted in creation of internal operations policies and legal policies for the pilot team during VA reorganization.
Gave guidance to pilot program staff, including attorneys and supervisors, due to expertise in property/foreclosure and grant law legal area.
Collaborated with the Regional Counsel to create the property law pilot Program for OR, WA, AK, AND ID.
Responsible for maintaining proper records destruction 10-1
Over a year in property and medical malpractice Tort work, to include reviewing of medical records, interviewing staff, doctors and medical experts. Investigation of both medical malpractice and property law torts, provided briefs and recommendations on cases to attorneys, and managed my own case load, entered all torts that came into office so other jurisdictions could assign and complete, reviewed tort claims initial filing for accuracy prior to moving case to next stage, and connecting with veteran to get proper format for filing of tort claim. In addition to managing Seattle office.
Subrogation law including, but not limited to caring own case load for WA and ID, collection of monies owed to VA from insurance companies and law firms, negotiated settlements with attorney on behalf of agency and veterans, completed all processes for proper federal liens on third part responsibility cases, and met all money returns to VA. Bankruptcy law including but not limited to stay of debts owed to VA, use of PACER to monitor bankruptcy cases, provided VA staff with education on collection of monies by agency staff before, after and while bankruptcy was in process, computed collection to work ratio of monies collected verse work put into these cases, and filing of claims with court to collect money owed the agency.
Probate law reviews in reference to collection of monies owed to the VA and filing of necessary claims to collect,
Fiduciary law referencing general matters
Maintained financial disclosure cases until hard copies were no longer done, and other general legal matters.
Interacted with public, Veterans and clients for general legal support and direction to proper agency or legal staff.
Managed Seattle office, answering all phone calls and making sure calls were directed to right agency or person, kept all office equipment in running order and exchanged as necessary, maintained all supplies and needs of specific attorneys in office, turn in of government equipment, scheduling of any matters in office, scheduling and administering service organization tests with DC and customer
Assisted attorneys and Regional Counsel in litigation, torts, and other areas of law to meet needs of the Office.
Telephone Operator, U.S. Department of Veterans Affairs, March 2009 March 2009 to Sept 2009( GS-4 Step 1) Supervisor: Errol Irby 206-***-****
Handled over 300 hundred calls per eight hour shift to triage and determine the intent of the caller by making the appropriate connection and asking appropriate questions to determine the level of response required (i.e. mental, medial, emergency or not etc.). in 4 days I was working alone
Outstanding customer service skills in dealing with both internal and external agencies to complete tasks at hand in a prioritized fashion under trying circumstances.
Resolved complicated issues with the ability to look ahead and resolve potential problems in advance.
Demonstrated exemplary moral standards and able to work exceedingly well in and unsupervised environment.
Worked hard and meticulously, always displaying the greatest attention to detail to complete assigned tasks thoroughly and correctly.
Helpful, and courteous in all interactions with Veterans and clients. Very responsive and follow up work for customers and clients, and truly cares about Veterans and the VA Values
Air Traffic Assistant, McChord AFB, WA
April 2005-2008 (GS-9 Step 3) Supervisor Quincy 253-***-****
Provided current weather information from aviation routine weather report observations, receive pilots weather reports (PIREPS); interpret terminal aerodrome forecast (TAF) data.
Maintained all Notice to Airman (NOTAMS) during snow and or ice and runway closures.
Ran all search rescue, snow removal, Air Show, and as well as The Regulated Efficiency Objective RODOE) and participated in advance and onsite planning and execution.
Air Traffic Assistant, Fort Lewis, Gray AAF, WA
June 2005-April 2006 (GS-8 Step 1) supervisor Mr. Clayton 253-***-****
•Received, reviewed evaluated amended and processed instrument flight rules (IFR) and visual flight rules (VFR) military, civilian and international civilian aviation organization (ICAO) flight plans. All of which required an extensive working knowledge of air traffic operations to include military, FAA regulations, instructions, planning manuals, air traffic routing, airways, airspace structures and special use air space.
•Coordinated all emergency, weather, and ground operations according to regulations, responded to or initiated overdue/search and rescue procedures.
•Communicated over UHF/VHF aviation radios in two-way communications procedures for both on and off the flightline.
•Provided current weather information from aviation routine weather report observations, receive pilots weather reports (PIREPS); interpret terminal aerodrome forecast (TAF) data.
•Ran all Search rescue, Snow removal, Air Show, and as well as Rodeo plans and executions
Air Traffic Assistant, Fort Bragg, Simmons AAF, NC June 2003-June 2005 (GS-7 Step 3) Supervisor Mr. Beaty 910-***-****
Served as the brigade assistant Nuclear Biological and Chemical Non Commissioned Officer as a lower enlisted soldier
Participated in the World class Fort Bragg 55 Mile Perimeter Challenge
I attended schools in Combat Life Saver, Drivers training, bus and the 80 PAX, Nuclear Biological Course, Validator Training, JALIS Training, Aviation Operations Specialist and the US Department of Justice Agency Paralegal Training Course and became the Civilian for travel of other DOD employees.
Provided current weather information from aviation routine weather report observations, receive pilots weather reports (PIREPS); interpret terminal aerodrome forecast (TAF) data.
Provided TWR duties while TWR was closed
Provided Search and rescue duties at both Camp Mckall Airfield and Simmons Army Airfield
Ran all search rescue, snow removal, Air Show, and as well as troop movement, dignitaries and detainees
Aviation Operations Specialist, Fort Bragg, NC
1998-2002 (United States Army Honorably Discharged in 2002) Supervisor CSM Kingston (retired) Al Woodall supervisor as well on reference sheet
While serving in the 82D I took on many jobs above and beyond my Air Traffic duties to include supervising the military schools program, the Physical training and the monitoring of these programs for over 300 soldiers. A program that did not exist at the time I was assigned to the unit, I created and maintained.
Provided current weather information from aviation routine weather report observations, receive pilots weather reports (PIREPS); interpret terminal aerodrome forecast (TAF) data.
Provided pilots with Air Traffic Control (ATC) clearance information as required, control the operation of the primary crash phone for the airfield
Maintained rotation beacon and all navigational systems.
Ensured the coordination of all brigade aviation task force operations support of the 82D Airborne Division.
Selected by the RCSM to be a member of the Regimental color Guard.
Organized and maintained a detailed filing system for all Regimental tasking’s, the flying hour program
and the weekly flight schedules.
Maintained the Regimental Flight Information Publications Account which included ordering, pick –up and distribution of material to all the battalions.
Upon completing the Army’s NBS Defense Nuclear Biological Course received recognition as the honor graduate of the class.
• Viewing surveillance monitors to spot potential security breaches to include flightline breaches
• Ran all search rescue, snow removal and high wind plans for enforcement on the Air Field.
• Coordinated distinguished personal upon arrivals and departures.
• Field/actual training and Garrison/in the office Operations. For training, Air Traffic, flight operations, and flight data.
• Full combat day/night jump training (CH-47, UH-60, CASA 212, C-17, C141, and C-130).
EDUCATION
• 2011: Green River Community College to refresh abilities in writing and legal writing
• 1997 Completed BS at Portland State University, Portland Oregon
VOLUNTEER WORK
• 2008- 2009: YMCA volunteer, Lakewood, Washington
• 2007- 2007: Youth Soccer Coach McChord AFB, Washington
• 2002-2004: Youth Soccer Coach, Fort Bragg, North Carolina
• 2009-2009: Volunteer at the Regional Counsel, Seattle, Washington
• 2009-2017: Volunteered at Puget Sound Health Care Services
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