Data Entry Analyst
Resume:
Keri Turner
***********@*****.***
ACCOMPLISHMENT: Reduced the backlog of 600k + veterans’ compensation, pension, and educational benefits. Recipient of the “Golden Star Fish” award for slashing the backlog which resulted in 500k veterans receiving benefits.
More than 17 years of experience supporting the federal government as a contractor working with claimants seeking federal benefits. Department of Veterans Affairs (VA) Claims analyst with 5+ years of experience supporting, advising, and guiding veterans and eligible family members regarding death, disability, and educational benefits, according to the VA program requirements, policies, and regulations.
Extensive experience with veteran’s benefits/pension/education
Work Experience
Compliance Analyst
(SGC)- US Department of Veterans Affairs - Washington, DC
June 2022 to Present
Examines education records for enrolled students and ascertains enrollment data and award actions.
Verifies institution has provided appropriate forms for compliance with Equal Opportunity Laws, Conflicting Interest, and other documents required for State Approving Agency (SAA) program approval of Veteran education benefits.
Conducts compliance investigations and evaluations pertaining to compliance with provisions of Title VI of the Civil Rights Act of 1964 and Title IX of the Education Amendments of 1972, Section 404 of the Rehabilitation Act of 1973, and the Age Discrimination Act of 1975. Interviews students, school administrators, or employees during the investigation to substantiate or refute allegations.
Analyze, facility records for Institutions of Higher Learning, and Non-College Degree institutions for compliance with the regulations of the United States Department of Veterans Affairs.
Investigates activities and procedures of said institutions to ensure compliance related to GI Bill® education funding.
Manages practical action plans to respond to audit discoveries and compliance violations.
Conducts evaluations of institution policies, procedures, and internal control structures.
Responsible for drafting and presenting reports outlining findings and recommendations from compliance audits.
Conflict management/negotiating Liaises with school officials, management, internal audit, and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
Data Analyst
QuTech, Washington, D.C. November 2021 – Present (parttime)
Planned, coordinated, and facilitated working sessions, meetings, and conference calls with internal and external stakeholders regarding service-level agreements
Research and analyze inquiries and documentation to determine if issues and requests presented are within the scope of the project
Conduct analysis of incidents, cases, and service requests to identify trending issues
Contribute to and maintain updated SOP documents and Knowledgebase Articles (Kb As) to include triaging, call and email procedures, phone scripts, email templates, and escalation processes to address system-specific customer inquiries
Investigate and troubleshoot issues identified by stakeholders to facilitate timely resolution
Collaborate with team members, external partners, and internal functional departments via calls, meetings, emails, and webinars
Attend customer meetings, customer-led webinars, and calls as required to stay abreast of changes that impact the help desk
Assist team members in the accurate identification of incidents, cases, and/or service requests
Communicate with requestors, internal POCs, and external POCs to assist in the resolution of unresolved requests and/or inquiries
Participate in training to acquire and maintain the knowledge and skills required to effectively perform job duties
Maintained complete and detailed case notes on all assigned cases via FOIAXpress.
Researched case laws, analyze, and evaluate data while using subjective concepts and value judgments in evaluating whether information should be disclosed to the public.
Interpreted and apply laws, regulations, policies, and guidance to provide access to Federal agency records and information while ensuring protected information is appropriately disclosed under the nine FOIA exemptions.
Veterans Claim Analysts
Booz Allen and Hamilton – Department of Veterans Affairs, Washington, DC
November 2016 – August 2021
Make on the spot decisions in a production-based environment, basing decisions on sound judgment, reason, program requirements, and benefits to the Veteran.
• Maintain procurement of evidence control documents electronically.
• Establish eligibility, including gathering proof of loss and other file documentation required for claim investigation.
• managing a diverse range of customer satisfaction
• Provided daily advice, guidance, assistance, and consultation to veterans and eligible family members regarding death, disability, and educational benefits.
• Collect required documentation, research, and process claims.
• Prepare correspondences and review documentation for conformance with internal policies and procedures.
• Coordinated receipt of and responses to Freedom of Information Act (FOIA) requests for the Department of State. Assisted in the planning and directed the execution of programs pertaining to FOIA and litigation cases.
• Provided advice and guidance to staff within the Criminal Division regarding the disclosure of agency records under the Freedom of information Act (FOIA). Conducted policy reviews while ensuring regulatory compliance.
• Collaborate, communicate, set priorities, and organize the work to meet deadlines.
• Answer inbound calls from Tier 1 help desk support that is unable to resolve.
• Work and communicate with Veterans to resolve problems and satisfy their expectations.
• Adhere to quality and production standards.
• Applicable guidelines to determine final rating decisions (Rating Schedules) for claims.
• Collecting legal documents, including divorce decrees, marriage certificates, adoption decrees, and death certificates.
• Help with knowledge base articles.
• Networking technologies; e-mail systems, remote desktop applications
• Troubleshoot and solve common network issues using physical and logical diagnostics to
BAPD FIOA Analyst
Pension Benefit Guaranty Corporation, Washington, DC
December 2013 – November 2016
Organized the daily flow of work for senior management in the Consular Affairs Bureau in the Office of Legal Affairs, utilizing Microsoft Excel, and Microsoft Outlook.
Tracked and supported meetings; prepared and distributed event invitations, and preparations for meetings using PowerPoint.
Processed expense vouchers, and prepared travel arrangements using the Travel Manager System (E2).
Track and report weekly the work/leave status of office employees; processed payroll using WebTatel.
Coordinated receipt of and responses to Freedom of Information Act (FOIA) requests for the Department of State. Assisted in the planning and directed the execution of programs pertaining to FOIA and litigation cases.
Provided advice and guidance to staff within the Criminal Division regarding the disclosure of agency records under the Freedom of information Act (FOIA). Conducted policy reviews while ensuring regulatory compliance.
Analyzed, researched and made recommendations for resolutions of administrative and procedural issues.
Applied various laws, regulations, and policies while processing FOIA request using the Consular Consolidated Database in additional enquires pertaining to the issuances or non-issuance of Visas Apply guidance to make release determinations for records requested under the FOIA guidelines.
Monitored communication cables from other bureaus for possible National Security threats.
Modified analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and/or organizational productivity.
Designed a workflow management system to ensure personnel requirements were being fulfilled.
Gathered information, identified and analyzed complex issues to develop recommendations to resolve substantive problems of effectiveness and efficiency of work operations.
Coordinated with internal/external financial/program management personnel to resolve issues and/or prevent accounting errors.
Monitored and reported on departmental business process and outcomes.
Served as the liaison within the department and other departments with the agency and other federal agencies.
Help desk specialist
Computing Technologies –
Department of Transportation, Washington, DC
December 2003 –May, 2009
Assisted customers with online USDOT numbers and insurance
Reviews service desk tickets and highlights turning tickets into knowledge articles for the office’s benefit.
Created data entry to collect and store information/files for accomplished daily tasks
Maintained and used available technical resources internet, or intranet materials to research information needed to answer more complex inquiries on DOT policies
Customer advocate, assisting customers with online handbook, username, and password reset
Walked customers through online webpage applications, account setup, and password reset
Analyzed and reported on daily server event logs and provided corrective action as required
Troubleshooter basic IT services, desktop systems, and peripheral devices as needed
Utilized SLA ticketing system to manage workload and end-user assistance
Resolved IT issues in a high-volume and fast-paced environment utilizing the service now ticket system
Conducted analysis of incidents, cases, and service requests to identify trending issues
BA-Computer Science
Northern Virginia Community College – Alexandria, VA
Google IT support
Diploma
T.C. Williams High School
Skills
CRM
Identity management
Customer Service Skills
Claims
Remote Access Software
Software Troubleshooting
Network Support
Computer Networking
Document Management
Vpn
Bdn
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