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Skills

  • Analysis of service-related disabilities
  • Retail store support
  • Route dispatch
  • Data-driven decision making
  • Money handling abilities
  • Advanced knowledge of VA disability rates
  • Shipping procedures understanding
  • Data entry
  • Order fulfillment
  • Recordkeeping strengths

Work Experiences

  • Kept the standard and framework areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Taught new employees about the company's operations, policies, and services.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Welcomed, greeted, and assisted customers, generating $13 in three years revenue in a high-traffic store.

Summaries

  • QuickBooks and system techniques have been taught to me.
  • With extensive knowledge of strategic planning and proven multitasking abilities, I am well-versed in project and time management.
  • Under duress, personable and professional.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved success in providing unsurpassed customer service.
  • Rating Veteran Service Representative with 14 years of successful data analysis and workflow optimization experience.
  • With extensive experience in the metric industry, I am a knowledgeable and dedicated customer service professional.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 16 years.
  • HubSpot expert with 11 years of experience in related roles.
  • Fluent in German. Personable and professional communicator.

Accomplishments

  • Developed a claim processing checklist that reduced average case completion time by 53% across the department.
  • Spearheaded the implementation of claim tracking technologies, improving transparency and real-time updates, resulting in 68% fewer backlogged cases.
  • Co-authored training manuals on claim evaluation standards, later used to onboard over 8 new representatives nationwide.
  • Successfully mediated 11 complex veteran benefit disputes with a 57% resolution rate in 2024.
  • Reduced claim processing time by 56% through process optimization strategies and automation of administrative tasks.
  • Implemented new quality assurance reviews that reduced claim processing errors by 64% over 18 months.
  • Mentored junior representatives in claim evaluation techniques, improving the team's decision-making accuracy by 79% over two years.
  • Designed and implemented a veteran outreach strategy that increased accessibility for underserved populations by 18%.
  • Utilized data-driven insights to prioritize high-impact claims, reducing average processing delays by 2 business days.
  • Participated in task forces aimed at improving remote claim submission processes, reducing administrative backlog by 71% in the Columbus region.

Affiliations

  • National Veterans Legal Services Program (NVLSP)
  • Reserve Officers Association (ROA) Committees
  • Paralyzed Veterans of America (PVA) – Veteran Support Division
  • Military Officers Association of America (MOAA) – Career Services
  • Society of Women Engineers
  • American Legion – Liaison Committee
  • American Society of Safety Professionals
  • Rotary International
  • National Association of Disability Examiners (NADE)
  • American Association of Military Service Professionals (AAMSP)

Certifications

  • Certified Legal Records Administrator (CLA)
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • SHRM Certified Professional (SHRM-CP)
  • National Association of County Veterans Service Officers (NACVSO) Accreditation
  • Critical Decision Making in the Veterans Affairs Environment
  • Cross-Departmental Workflow Efficiency Certification
  • Society of Human Resource Management Veterans' Specialist
  • Certified Claims Navigator (CCN) - Brightline
  • Veterans' Affairs Case Management Certification

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