Service Representative Contact
Resume:
Piper *
Jadine S. Piper
aduxx5@r.postjobfree.com
843-***-**** H 9112 Fox Stream Way
202-***-**** W Upper Marlboro MD 20772
Citizenship: United States
Summary of Qualifications: Self-managed, forward-thinking Operations Specialist bringing years of expertise in multiple divisions in the Veterans Benefits Administration (VBA), research and analysis, social services, claims and appeals processing, customer service, effective communication, Stakeholder Management, organizational support and awareness, teamwork and mentorship, and contract operations adherence while upholding a commitment to quality. Cultivates rapports with individuals to resolve complex problems, deliver innovative improvement strategies, optimize project goals and output. Work Experience
Management Analyst 01/2018- Present
Department of Veterans Affairs (VA), VBA, Central Office 40 hrs/week 1800 G. St. NW, Washington, DC, 20006
Duties, Accomplishments, and Related Skills:
• Project Manager/Administrator (Region 1 Analyst) responsible for providing daily oversight, conducting investigations and on-site evaluations, assuring internal management controls for audits and customer surveys, creating and issuing technical advice, policy, and/ or procedural guidance to 44 Regional Offices
(RO), monitoring and reporting inquiry status pertaining to 15 states, 17 RO’s, 3 Medical Disability Examination (MDE) Vendors (LHI, QTC, & VES), Veterans Service Organizations (VSOs), Veterans Health Administration (VHA), Office of Inspector General (OIG) and Office of General Counsel (OGC).
• Assumed Acting Supervisory Management Analyst responsibilities in the absent of MDEO Operations Chief. In this capacity, I am responsible for coaching and facilitating a staff of management analysts to solve work problems and participate in the work of the team by communicating assignment, milestones, and deadlines to the team based on the supervisor's instructions. Additionally, I provide the team with the day-to-day guidance on work, distributes and balances the workload among employees in accordance with established workflow or job specialization, assure timely accomplishment of the assigned workload, and assures that each employee has enough work to keep busy. I serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. I provide strategic direction for the team by leading and mentoring team members.
• Project Manager responsible for the coordination of MDE scheduling requests to ensure the most accurate reporting status, orchestrating guidance, and training that provides MDEO Analyst with a template on how to complete a thorough analysis. Manages and collaborates with VBA internal and external stakeholders to ensure inquiries are prioritized, investigated properly, and MDE contract deliverables are met.
• Collaborator and designated team mentor who maintains good working relationships, delegates, and provides outstanding guidance to peers, establishes priorities, instruction on effective operational strategies, a consultant on team initiatives, a valuable resource for sharing knowledge and skills, a support pillar for constructive feedback, provides recommendations for continuous improvement efforts of program/project management techniques, solicits feedback for process improvement, generate suggestions, and engage in problem-solving activities to support teamwork. Administered MDEO surveys and tabulated results to increase visibility. Creator of systematic excel documents and corresponding SharePoint folders.
• Established, optimized, and enforced business policies to maintain consistency and high-quality standards while generating and editing written documents that consist of Congressional correspondences, White Papers, talking points on SME and special project assignments, White House Hotline (WHH) responses, Executive Summaries, memos, field guidance, presentations, and other documents and presentations to convey inscribed findings and insightful information about VBA policy and programs.
• Developed MDE standard operating procedure (SOP) documents to assist with program efficiency, uniformity of performance, and reducing miscommunication.
• Proficient technical expert on the Veteran Benefits Management System (VBMS) and other VA computer programs to provide an accurate analysis of claims or appeals statuses.
• Recommend and coordinate contract modifications and recompete updates to the MDE Contract, a billion- dollar contract for Veterans examinations to ensure efficient and effective program management. Piper 2
• Conducts organizational studies and evaluations, designs systems and procedures, and conducts work simplification and measurement studies. Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs to prevent potential waste.
• Monitored MDE contract performance through qualitative and quantitative data analysis to ensure operational compliance of the Federal Acquisitions Regulations (FAR), Vendor Guidance Memorandums
(VGMs), existing policy procedures, regulations, technical requirements, and business operational goals.
• Assist MDE/CS Leadership with organizational support by completing travel authorizations and certifying in Concur approvals and vouchers to complete travel/training objectives.
• Project Lead of a collaborative initiative between MDEO Operations and Acquisitions Staffs. Responsible for documenting and coordinating all meeting notes, organizing the list of recognition ideas, generating a written implementation plan, and editor of all correspondences. Served as a major contributor to the creation of a proposed program that recognizes the hard work and contributions of the MDEO employees.
• Coordinator and facilitator of weekly conference calls with VBA stakeholders to ensure the program needs and issues are communicated via a two-way dialogue. Aid this effort by providing agendas, talking points, meeting minutes, and PowerPoint presentations.
• Effective oral and written communicator with VBA stakeholders to recommend approaches, identify problems, program changes, policies, and negotiate complex issues to improve the operational process.
• Coordinated and conducted site investigations about reported Veterans concerns and documented issues. Escalated findings as needed to MDE/CS Leadership to help resolve VBA claims and appeal cases.
• An active participant in special projects, cross-functional teams, and working groups to address shared challenges (problems), enhance the resolution of work processes, increase efficiency, achieve staff goals, and implement strategic directions for MDE programs and initiatives.
• Interacting and partnering with MDE and Compensation Service (CS) Leadership/Management of all levels to complete multiple projects and/or deliverables accurately and timely and normally under tight deadlines.
• Operates as an Incarcerated Veteran subject matter expert (SME) by reviewing and analyzing policies and/or procedures, evaluate and develop best practices, and implement continuous process improvement techniques by formulating and recommending instructions and procedures to VBA field personnel to ensure MDEs are conducted for this vulnerable population of Veterans.
• Avidly engage with VBA internal stakeholders and external stakeholders for pertinent information to obtain Department of Corrections (DOC) point of contact(s), develop and recommend administrative practices, conduct briefings, craft manual guidance, and any additional adhoc duties as assigned.
• Monitored and conducted quality reviews of exam scheduling request and Compensation and Pension
(C&P) exams reported from complaints/inquiries. After obtaining findings, I suggest recommendations to the MDE Vendor or the RO to correct any identified deficiencies.
• Maintains close working relationships, customer service, and coordination with other elements within VA to include the Disability Evaluation Management Office (DEMO), Office of Disability and Medical Assessment (DMA), Veterans Health Administration (VHA), Veterans Experience Office, Office of Field Operations (OFO), District Area Offices, RO’s, Strategic Acquisitions Center, and other VA entities.
• MDEO contributor and collaborator with various VBA Divisions in identifying causes of duty to assist errors and trends related to the medical disability examination process to create solutions to reduce rework.
• Utilizes professional customer service skills to obtain the findings of pertinent MDE issues by providing empathetic phone calls to Veterans and coordinating with VBA external stakeholders to resolve conflicts and MDE complaints.
Notable Accomplishments:
• FY’20 Outstanding Performance Evaluation.
• Certificate of Appreciation-Virtual Lunch With Our Heroes’ Volunteer, Office of Strategic Initiatives and Collaboration (OSIC), February 2021.
• Compensation Service Leadership Development Program (CSLDP), Graduate, January 2021.
• Compensation Service I- CARE Certificate of Respect, May 2020.
• Medical Disability Examination Office Employee Recognition Workgroup (Co-Lead), Spring 2020.
• Compensation Service All Employee Survey Workgroup (Communications Group)- Co-Authored, CS Employee/ Leadership Expectations document- July 2019. Piper 3
Journey- Level Rating Veterans Service Representative 04/15 – 01/18 VBA, Columbia, SC, Regional Office (RO) 40 hrs/week 6437 Garners Ferry Road, Columbia, SC, 29209
Duties, Accomplishments, and Related Skills:
• Adjudicator who exhibited sound judgement when rendering VA Compensation and Pension Rating Decisions utilizing VA's Schedule for Rating Disabilities, 38 Code of Federal Regulations (CFR), VA regulations and procedures outlined in M21-1 Compensation Manual as supportive references.
• Interviewed and conducted predetermination disability compensation hearings with Veterans, VSOs, or advocates to gather factual information while displaying exceptional customer service skills when compassionately explaining prior rating decisions.
• Administered organizational support by serving as a reviewing official (second signature reviews) on complex rating decisions to rating specialist trainees to ensure quality and accuracy were obtained.
• Organized, prioritized, and managed a daily caseload of 15-20 claims while achieving an exceptional rating in the critical elements of quality, timeliness, training, and organizational support.
• Efficiently analyzed evidence with strong attention to detail from medical, military, community, and other sources to support benefit determinations while achieving an exceptional rating in the critical element of quality.
• Provided briefings on All Employee Survey results to devise a process improvement plan to Regional Office (RO) Labor Management Forum.
• Formulated recommendations to help improve the structural process of the current RO leadership development program.
• Maintained flexibility in balancing workload to accommodate special processing for terminally ill, hardship, and other special processing priority claims.
• Coordinated volunteer activities for RO employees at the local Veteran Community Living Center (CLC). Notable Accomplishments:
• Journey- Level Rating Veterans Service Representative Certification, June 2017.
• Growing with Our Achievers and Leaders (GOAL), Leadership Development Program Graduate, April 2017, Veterans Benefits Administration, Columbia, SC. Senior Certified Veterans Service Representative 06/10 – 04/15 VBA, Columbia, SC, Regional Office (RO) 40 hrs/week 6437 Garners Ferry Road, Columbia, SC, 29209
Duties, Accomplishments, and Related Skills:
Appeals VSR who reviewed, interpreted and applied VA laws, regulations, and procedures for Board of Veteran's Appeals (BVA), Court of Appeals for Veterans Claims (CAVC) and Federal Circuit Court (FCC).
• Authorized or reviewed disability benefit awards generated by another individual and provided thorough feedback on any payment or entitlement discrepancies.
• Productive data technician who accurately reviewed VA Rating Decisions and claims folders to generate and process (GAP) Compensation and Pension benefit payments totaling over $1,000,000 dollars, control pending issues or scheduled future actions, and released accurate notifications of benefits determinations.
• Properly notified claimants of decisions by summarizing provisions in the statute or regulation that govern the decision rendered when completing a Statement of the Case (SOC).
• Helped reduce claim processing time by identifying appeals, compensation, or pension issues that could either be granted administratively or resolved quickly.
• Promoted to mentor trainee Veterans Service Representatives (VSR).
• Provided organization support as a Public Contact Representative (PCR) interviewing VBA claimants and completing online inquiries submitted through the Inquiry Routing and Information System (IRIS).
• Established and maintained satisfactory relationships with VBA Claimants and stakeholders, and VSOs. Notable Accomplishments:
• Senior Veterans Service Representative Certification, May 2015.
• Quality ICARE Award, FY 14 & FY 15.
• Certified Veterans Service Representative Certification, February 2013. Piper 4
Legal Administrative Specialist (LAS) 01/08 – 06/10 VBA, National Contact Center (NCC) 40 hrs/week
6437 Garners Ferry Road, Columbia, SC, 29209
Duties, Accomplishments, and Related Skills:
• Counseled VBA claimants via telephone about VA disability compensation benefits.
• Utilized written and verbal skills to communicate professionally with VBA claimants, peers, teammates, and NCC Leadership.
• Successfully executed the mission of the VA, working through stressful conditions and determining priorities.
• Corresponded with clients using an audible yet confident tone to aid in easing frustrations.
• Used VA computer programs to provide an accurate analysis of claims or appeals statuses.
• Mentored peers by referencing current VA benefit procedures
• Prepared correspondences and disseminated benefit information as needed.
• Served as a training consultant and Subject Matter Expert on VA Education benefits advancements.
• Educated individuals on information foreign to them by ensuring an accurate assessment of the Veteran's needs and desired actions were met by asking questions, repeating pertinent information, and summarizing calls to complete a detailed plan of action.
• Balanced conflicts and maintained self-control in daily interactions with peers, team members and leadership.
Notable Accomplishments:
• Maintained an incident rate or complaint ratio of zero percent.
• National Call Center Visual Management Pat on the Back Award, December 2009. Social Work Research Intern 08/12 – 05/13 (20-25 hrs/week) Capital Brain Center, Columbia, SC, 29212
Duties, Accomplishments, and Related Skills:
• Mediator to families to help facilitate conflict resolution and build healthy family relationships.
• Provided mental health counseling therapy while interacting with clients in individual and group settings.
• Formulated treatment plan strategies with multidisciplinary medical teams to provide comprehensive and continuous care plan.
• Constructed a systemic database that to analyze and evaluate diagnoses, medications used to treat psychiatric disorders, and community referrals for treatment.
• Conducted outreach to local referral sources to build strong partnerships for supportive services. Social Work Research Intern 08/11 – 07/12 (20-25 hrs/week) System Wide Solutions, Inc., Columbia, SC, 29204
Duties, Accomplishments, and Related Skills:
• Performed client medical screenings, and accurately recorded data in case files to facilitate clinical case coordination services and case management duties.
• Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
• Served and functioned as a social worker by taking responsibility for ongoing evaluation projects.
• Data technician who created an Access database and converted findings into SPSS for analysis.
• Interpreted, analyzed, and evaluated data and documented the findings to help prepare the evaluation report.
Program Coordinator 09/07 – 01/08 (40 hrs/week)
Department of Social Services, Columbia, SC, 29201 Duties, Accomplishments, and Related Skills:
• Generated and approved Child and Adult Care budgets to ensure no fraudulent activity occurred.
• Spearheaded implementation of program rules, frameworks, and toolkits to facilitate smooth change management process.
• Adhered and executed privacy protocol practices.
• Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
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• Reviewed applications for the Child and Adult Care Food Program to ensure centers comply with U.S. Department of Agriculture and DSS guidelines.
Research Assistant 02/06 – 04/07 (40 hrs/week)
University of South Carolina Department of Psychology, Columbia, SC, 29208 Duties, Accomplishments, and Related Skills:
• Developed implementation methodologies to rein in project costs while meeting key milestones.
• Eliminated discrepancies by reviewing performance, status and safety adherence.
• Collected statistical analysis on data.
• Modified and directed project plans to meet organizational needs.
• Administered and facilitated physical activity related surveys to ensure the highest quality of data adherence to data collection protocols.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Developed monthly, end-of-quarter and other statistical reports, including analysis leadership and for quality improvement program outcomes studies.
• Represented Project ACT and the University of South Carolina in a professional manner during onsite visits to obtain data for physical activity studies. Performed detailed inventory and maintenance of supplies. Education
• April 2021- Certificate of Organizational Leadership Villanova University, Villanova, Pennsylvania
• May 2014- Master of Social Work, GPA 3.375
University of South of South Carolina, Columbia, SC, 29208
• May 2007- Bachelor of Science, Experimental Psychology, GPA 3.224 University of South of South Carolina, Columbia, SC, 29208
• May 2003- High School Diploma, Health Science Certification Gordon H. Garrett Academy of Technology, North Charleston, SC, 29405 Job Related Training
• FAC Cor I (Certificate of Completion, July 2018): The Contracting Officer's Representative (COR) Level I course provided an overview of the Acquisition Process, roles and responsibilities, and ethics and integrity in the Acquisition Process.
• FAC Cor II (Certificate of Completion, August 2018): The Contracting Officer's Representative (COR) Level II course provided instruction and practical exercises about the roles and responsibilities of a COR. Additionally, I learned the best practices regarding COR communication, documentation, and technical support duties to the Contracting Officer (CO) within the acquisition process.
• Project Management: Level Two- (Certificate of Completion, May 2020): A 24-hour course to learn what constitutes the Project Management Plan and to develop a deeper understanding of the differences between a project and a process.
• University of South Carolina- Columbia: Pre-calculus Mathematics (Fall 2003), Psychology Research Methods (Spring 2004), Psychological Statistics (Fall 2004), General Chemistry I (Fall 2004), Calculus I
(Spring 2005), General Chemistry II (Fall 2005), Finite Mathematics (Fall 2005), Organic Chemistry
(Spring 2006), Introduction of Descriptive Statistics (Spring 2006), General Physics I (Fall 2006), General Physics II (Spring 2007), Elementary Statistics (Spring 2007), Social Work Research Methodologies
(Spring 2011)
• I am Proficient in Microsoft Office Software to include: Access, Excel, PowerPoint, Project, Publisher & Word
References
Available upon request.
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