Operation manager

Christopher Ryan Turner

*** **** ****** **** *** South

Muncie, IN 47302

Phone number 765-***-**** Email *****************@*****.***

PROFESSIONAL EXPERIENCE

May 2024-Current (Chicago Regional Office)

Acting Coach (Assistant Coach)

Supervisor: Stacie Bonner 312-***-****)

Series: 0996 Pay Plan: GS Grade: 12 Step 2

Responsible for administrative actions affecting a twenty-seven-person delivery team. Provided advice with detailed instructions to individual employees of the team. Delivered sound technical advice on claims processing daily. Also responsible for personnel administration with actions which included developing performance standards, evaluating employee’s performance, promotion potential, reassignments, acting on complaints, handling labor relations issues, and identifying training needs.

• Managed the Workload for all gappers and authorizers on station. Implanted a system of workload management that helped the station meet the increased numbers that were assigned to the station.

• Certified that cost-effective resources are utilized to accomplish teams desired outcomes and ensures all rating decision complete cases are processed as expeditiously as possible to provide timely benefits to veterans, family members, or survivors by utilizing resources available in VBMS.

• Provided constant oversight to guarantee that program integrity initiatives and polices are implemented. Continually assess implementation of policies and make necessary adjustments to achieve appropriate results.

• Reviewed and approves employee personnel action in the human resources (HR) smart system.

• Set and adjusted short- and long-range staffing plans to meet the forecasted mission requirements and changes in critical competencies.

• Worked with team members one on one and in small groups to enhance performance and employee satisfaction.

• Managed rating decision complete cycle, distributing claims effectively to allow the station to meet daily targets.

• Constantly held team meetings to communicate changes and address any concerns within the decision teams.

• Worked with local labor partners to effectively balance change and continuity while improving service and program performance to encourage creative thinking, collaboration, and transparency while maintaining program focus, even under adversity.

• Worked closely with senior leadership to deliver project requirements, develop solutions, and always meet require deadlines.

• Managed employee performance and complete appraisals in e-performance, serve as the decision teams subject matter expert for actions involving e-performance.

• Received a step increases for outstanding performance.

March 2024- May2024 (Chicago Regional Office)

Acting Coach (Assistant Coach)

Supervisor: Richard Matte 808-***-****)

Series: 0996 Pay Plan: GS Grade: 12 Step 2

Responsible for administrative actions affecting a nineteen-person rating team. Provided advice with detailed instructions to individual employees of the team. Delivered sound technical advice on claims processing daily. Also responsible for personnel administration with actions which included developing performance standards, evaluating employee’s performance, promotion potential, reassignments, acting on complaints, handling labor relations issues, and identifying training needs.

• Managed the Workload for all five RVSR teams on station. Implanted a system of workload that helped the station meet the increased numbers that were assigned to the station.

• Certified that cost-effective resources are utilized to accomplish teams desired outcomes and ensures all ready-to-rate cases are processed expeditiously as possible to provide timely benefits to veterans, family members, or survivors by utilizing resources available in VBMS.

• Provided constant oversight to guarantee that program integrity initiatives and polices are implemented. Continually assess implementation of policies and make necessary adjustments to achieve appropriate results.

• Reviewed and approves employee personnel action in the human resources (HR) smart system.

• Set and adjusted short- and long-range staffing plans to meet the forecasted mission requirements and changes in critical competencies.

• Worked with team members one on one and in small groups to enhance performance and employee satisfaction.

• Prepared, reviewed and submitted special contribution awards for employees performing duties outside their normal scope of work.

• Managed ready for decision cycle claims processing, distributing claims effectively to allow the station to meet daily targets.

• Constantly held team meetings to communicate changes and address any concerns within the decision teams.

• Worked with local labor partners to effectively balance change and continuity while improving service and program performance to encourage creative thinking, collaboration, and transparency while maintaining program focus, even under adversity.

• Constantly analyzed tableau reports and the director’s dashboard to ensure all elements are at the outstanding level. The technique increased overall performance of the RO, decreased Time in Queue (TIQ), and was recognized by Northeast District as an outstanding performing station.

• Worked closely with senior leadership to deliver project requirements, develop solutions, and always meet require deadlines.

• Consistently met with the front office to advise of ongoing issues within the decision teams and provides recommendations for improvement.

• Managed employee performance and complete appraisals in e-performance, serve as the decision teams subject matter expert for actions involving e-performance.

• Received a step increases for outstanding performance.

July 2023- March 2024 (Chicago Regional Office)

Assistant Coach Training Team

Supervisor: Tanya Nixon 815-***-****)

Series: 0996 Pay Plan: GS Grade: 12 Step 1

• Managed employee performance and complete appraisals in on a paper evaluation that I came up with to use for all trainees to improve the evaluation process.

• Managed workload for all trainee VSR’s and RVSR’s of over 75 trainees.

• Ensured all employees were up to date and current on all TMS and VIP related courses.

• Held weekly meetings with the Different training classes and answered any questions and provided Insite into working the floor and tips and tricks.

• Managed all error corrections for the trainees and ensured that all errors were completed timely and accurately.

• Worked with team members one on one and in small groups to enhance performance and employee satisfaction.

• Constantly analyzed tableau reports and the director’s dashboard to ensure all elements are at the outstanding level. The technique increased overall performance of the RO, decreased Time in Queue (TIQ), and was recognized by Northeast District as an outstanding performing station.

• Worked closely with senior leadership to deliver project requirements, develop solutions, and always meet require deadlines.

January 2022- July 2023 (DROC DC)

Authorizer

Supervisor: Sarah Sanders (*****.********@**.***)

Series: 0996 Pay Plan: GS Grade: 11 Step 3

• Provide mentoring to Veterans Service Representatives throughout the promulgation team.

• Explained decisions both orally and via written correspondence to gain understanding and acceptance of the decision.

• Applied regulations to the processing of disability and pension claims.

• Reviewed electronic data processed into systems for systems compliance.

• Ensured decision notifications are prepared in an accurate, empathetic tone.

• Decided administrative and compensation rating decisions in accordance with regulations, laws, and court decisions.

• Reviews and approves work for technical accuracy, clarity, thoroughness, and sensitivity of notification.

• Makes administrative decisions and special determinations relating to qualifying military service, character of discharge, domestic relations contested claims, homicide, presumed death, line of duty, or willful misconduct, corpus of estate, and violations of U.S. Penal Code, related attorney fees, administrative error, and fraud.

• Directed and carried out all aspects of the claims review and development, resolved conflicts that arose, interpreted governing regulations, and handled the most complex and controversial claims.

• Researched, compiled, and reconciled voluminous amounts of data from various sources and conducted analysis and interpretation of the information to arrive at the appropriate recommended decision to authorize or deny compensation and/or medical benefits.

• Ensured timely completion of all required routine tasks assigned by the supervisor.

• Served as the AAFC at the Indianapolis regional office and MSTOC have in-depth understanding in terms of interpretation of federal code, state, and local laws and the effects they have on benefits administered by the Department of Veterans Affairs.

• Tracked Daily EPR, and Quality Information to Continually Improve both Quality and Production.

• Reviewed grants and denials of both compensable and non-compensable benefits for rating deficiencies.

• Reviewed evidentiary information and regulatory requirements within the rating decision.

• Reviewed electronic data processed into systems for systems compliance

• Determined the proper outcome of rating deferrals to Veteran Service Representatives.

• Served as a subject matter expert on AAFC actions.

July 2018- March 2022 (Indianapolis)

Veterans Service Representative (VSR)

Supervisor: Sarah Sanders (*****.********@**.***)

Series: 0996 Pay Plan: GS Grade: 10 Step 1

• Communicated in writing and orally to Veterans about Action Taken on Claims.

• Ensured the accuracy of electronic data inputs to increase systems compliance.

• Suggested and tested system enhancements for VBMS with OBIPI to create a better work product.

• Requested medical exams and opinions based on medical evidence found in STRs.

• Applied regulations to the processing of disability and pension claims.

• Analyzed approximately 300 disability claims per month.

• Coordinated the flow of the claims process with other agencies such as SSA, VHA, OPM, NPRC.

• Leveraged multiple computer operating systems, software, and hardware.

• Inspected Income documents for means-based claims.

• Procured federal documents from OPM, National Archives, and all branches of the military.

• Investigated employment information.

• Interpreted medical documents.

• Adjudicated administrative decisions based on the law.

• Provided advice and mentoring on complex case reviews for VSRs within the promulgation team.

• Serves as designated mentor for newly hired VSRs.

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