Records Management

Responsible for converting numerous analog and semi-digital platforms used to run and track multiple treatment centers nationwide on a day to day basis into a single enterprise architect software solution standardized across the entire corporation.  Incorporate advanced CRM, EHR, Automated Billing solutions and conduct Data Analytics to make recommendations for improvements in Efficiency, Treatment Effectiveness, etc.

Implemented the USMC automated scanning operation for Service Treatment Records, reducing the processing time from over 45 days down to an average of 3 days. Managed a diverse team of 22 employees and rolled out a comprehensive Lean Six Sigma continuous improvement model.

Federal contracting/capture support

Experience in all steps of the Business Development lifecycle with a focus on maximizing your opportunity win probability and positioning your company to craft compelling technical and pricing solutions while identifying and managing risk.  Requires the use of strong Business Development and Project Management skills in addition to a keen sales strategy, teaming strategy, partner management, competitive intelligence and negotiating team roles and responsibility.  

Marketing and outreach

Supervised subordinate staff and employees’ work relating to developing, organizing, planning and promoting a national awareness among Service Members, transitioning Service Members, Survivors, Veterans and their family members regarding Veterans benefits through outreach events, direct contact initiatives and Social Media messaging. Planned and developed initiatives to support outreach and direct client service activities. Managed a team of Overseas Military Service Coordinators tasked with the mission of delivering VA Benefits to Service Members and Veterans in foreign countries.

Designed and developed a strategic plan to overhaul the printed publications operation enterprise wide; reducing waste and inefficiencies resulting in savings in the millions while delivering a far superior menu of products.

Protected and improved the VA’s brand image, rebuilding trust and transparency in the department.  Focused both internally and externally to enhance our customer service value; perceived as well as actual.  Charged with the mission of strengthening the collaboration and coordination efforts at all levels between historically isolated business lines. 

Policy/procedure oversight

Served as the Executive Assistant, analyst, and advisor to the Under Secretary for Benefits (USB), Veterans Benefits Administration (VBA). Acted as a consultant and confidential advisor to the USB on the development and implementation of administration-wide policies and programs that impacted the Department's mission and the internal management and operations of the VBA.  Served as the liaison between other government organizations to include Congress and prepares/controls correspondence on behalf of the USB.  Provided support and planning advice to the USB in the implementation of policies, practices, management and operational approaches of the VBA front office.  Initiated and conducted confidential studies as a basis for recommending change in broad administration policies and operations.  Responsible for travel and protocol duties ensuring the USB is punctual and has essential knowledge/preparation for an array of events.  Assisted in identifying and articulating clear strategy and vision in daily activities for the entire office of the USB, including the selection and training of new employees.

Responsible for initiating/facilitating execution of three innovative programs and strategies for streamlining training and hiring, as well as the solicitation and implementation of recommendations for improving effectiveness and quality of VBA activities.

•        Designed and aided in the implementation of the pilot program for VBA’s Warrior Training Advancement Course (WARTAC), facilitating the training and hiring of Wounded Warriors into VBA while currently enrolled in the medical board process with the Army’s Warrior Transition Unit (WTU).  The WARTAC program saved the VBA an estimated $20,000/trainee in manpower and salaries by providing same-level critical training to Service Members as they were still transitioning from Active Duty Service, streamlining hiring and onboarding activities for new Veterans upon hiring at the VBA.  With a current average of over 1000 participants in the Challenge program per year, the WARTAC program presents potential savings well within the millions.

•        The second program involved soliciting junior and mid-level feedback from across VBA on initiatives, improvements, and special projects that VBA could undertake to improve operational efficiency, Veteran care, and Veteran outreach efforts. This program drew thousands of responses from across the organization, of which nearly 200 were determined to possess sufficient merit to justify further study. Was responsible for the analysis and recommendation for execution of these proposed programs.

•        The third program was a Veteran hiring initiative with the Collision Repair Education Foundation.  This required organizing and facilitating efforts responsible for program initiation and execution. The program raised $15M, guaranteeing over 1,200 jobs to Veterans through large partnered companies such as Geico.

Responsible for coordinating with external organizations, to include the White House, Congress, the DOD, media/press, and Foreign Embassies on matters pertaining to VBA processes, regulations and event coordination. Engaged with Veteran Service Organization Presidents (VSOs) on a regular basis to coordinate routine meetings/events among Senior Leaders. Responsible for ensuring Case Management activities initiated by VSOs or critical external stakeholders are processed accurately and efficiently.

Participated in a Working Group for the National Work Queue (NWQ), an automated workflow management system. Responsibilities included assessing programs, planning, scheduling, and reviewing initiatives intended to bring documents and activities from the paper environment into the electronic environment at the National level to reduce and eliminate Regional Office inventories. Required ensuring regional Claims Representatives were prepared for new and modified operating instructions, metrics, and training materials.

Responsible for preparing oral briefings for Senior Leadership, to include research and recommendations for engagements with Congress, VSOs, Media, Academia, and Veterans themselves to ensure the VBA mission is carried consistently and accurately.