Tableau
Angela Marie Casey-Berdecia
Newton,NJ
Summary
Accomplished Program Coordinator offering experience implementing new and innovative programs aimed at meeting the needs of the consumer. Highly skilled at building lasting relationships with customers and business executives. Administrative Program Coordinator passionate about facilitating exceptional student experiences in higher education. Known for great attention to detail and strong interpersonal communication skills. Excels at multitasking and liaising with various departments. Caring and skilled Program Specialist Training Mananger/Management Analysis passionate about positively impacting programs and helping participants by providing expert support. Familiar with training and data analysis and always looking for ways to improve operations and personalize assistance. Well-organized and resourceful with detail-oriented and conscientious approach. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships. Proficient Program Specialist Training Mananger/Management Analysis with exceptional strengths in strategic planning, market forecasting and staff development. Over 34 years of experience creating new customer-focused programs that drive business development in improving customer experience. Gifted Program Specialist Training Mananger/Management Analysis offering 34-year record of accomplishment in program development and helming day-to-day management. Results-driven and innovative with excellent pitching and project management abilities. Articulate and tactful with good mediation and consensus-building abilities. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 34 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Reliable employee seeking Program Specialist Training Mananger/Management Analysis position. Offering excellent communication and good judgment. Enthusiastic Program Specialist Training Mananger/Management Analysis eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of [Task] and training in [Skill]. Motivated to learn, grow and excel in [Industry].
- Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Enthusiastic Program Specialist Training Mananger/Management Analysis eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Veterans Benefits. Motivated to learn, grow and excel in VBA Organization.
- Reliable employee offering excellent communication and good judgment.
Overview
34
34
years of professional experience
17
17
years of post-secondary education
Work History
Program Specialist Training Manager
GS-12
Newark, NJ
01.2015 - Current
- Provide support to the Regional Office (RO) Director and staff by creating and executing Division training plans and management strategies to RO employees
- Communicate and educate RO employees in the intricacies of VA policy and/or Director Performance Dashboard targets and how it applies to their work
- Provides advice, assistance and consultation to leadership, customers, both internal and external stakeholders and partners to ensure the services provided meet their needs
- As the POC for the Director’s Office I address, troubleshoot, and resolve internal and external problems/issues
- I communicate significant findings to RO management for possible interventions or training needs
- Actively promote all VBA training initiatives such as VIP Training, Challenge, AMT, SMT, My VA Career, VA for Vets, IDP, LEAD, Management and/or HR Training Seminar
- I participated in EDT, RO business line, and management level conference call with various VA entities
- Conduct Training Needs Assessment (TNA) Review for all business line for quality, performance, and complete other pertinent reports
- I select one goal/target for (RO Dashboards) for each business line that needs improvement and assess whether training is needed to improve work with the business line to determine what can be done to improve goal/target identified
- Ensure all personnel and external stakeholders are aware of improvements to VBA systems that overall impact functionality and accessibility and our ability to provide optimum customer service to Veterans
- As the administer the All-Employee Survey (AES) for 3 years, I have been instrumental in the implementation of an aggressive marketing strategy to increase employee participation in the All-Employee Surveys
- I have developed and/or administers training related to the surveys
- Created over 145 training courses in TMS to give credit to employees who did self-study
- Thereby, allowing supervisors to track training for those employees requiring refresher training
- Audit conducted in VSC of supervisor monthly performance meetings with employees
- This audit concluded Supervisors were providing their employee’s timely feedback
- Created a Supervisor Training plan for VSC
- Combined total training hours for the VSC Management staff was 548 training hours
- Review Training Plans for compliance and while the VSC National Training Curriculum (NTC) of 40 hours of training for all employees, VSC employees have a combined total of 6,246.17 training hours towards the NTC requirements
- (which was an average of 65 hours per employee)
- POC or Super User for the following applications: VBMS, VIEWS, WATRS, WIT, Tableau, QMS, VIP, and backup to the MVPC
- I have completed VBA Project Management training and hold a Yellow Belt Certificate in Lean Six Sigma
- Primary point of contact for all stakeholders requiring access to VA systems and as such, working with local IT, the Information Security Officers and local Human Resources, provides one on one training on VA systems, and ensures mandated privacy training completed and completes all paperwork for stakeholders to gain access
- In addition, the Director’s office received over 23K emails during the fiscal year, of these there are at least 5423 emails which requiring my oversite for timely responses to NAD, OFO, the USB, and Congressional/White House responses
- Awarded by Metropolitan Northern NJ Federal Executive Board (FEB), 2018 Honorable Mention – “Outstanding Administrative Professional Assistant Award”.
- Planned and executed meetings to connect organizational representatives, community members and clients.
- Organized and managed program development from conception through successful execution.
- Gathered and organized printed materials required for program participation.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Determined customer needs and developed program initiatives according to preferences.
- Spearheaded implementation of program rules, frameworks and toolkits to facilitate smooth change management process.
- Developed and deepened productive community relationships to assist with defining requirements, executing plans and strengthening leadership.
- Entered data in [Type] system and handled database maintenance.
- Coordinated communication among associations, allies, stakeholders and members to foster sales and connections between departments.
- Developed, coordinated and administered [Type] programs.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Established goals and created action plans to achieve goals.
- Applied market research to design up-to-date programs.
- Monitored employee work and developed improvement plans.
- Reduced costs and improved operational performance without sacrificing quality by developing and implementing diverse approaches.
- Worked alongside other professionals to outline and implement program plans and objectives.
- Tracked department course registrations and class lists via [Type] software.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Prepared monthly reports on sales trends for upper management.
- Led onboarding activities for [Number] student employees to equip staff in daily responsibilities.
- Developed and organized routine and special programming by factoring in slot timing, demographics and other important parameters.
- Designed program implementation and maintenance plan.
- Managed web content updates and ongoing site maintenance to provide students with easy information access.
- Provided ongoing direction and leadership for program operations.
- Pitched and built new programming strategies and one-off feature shows to boost audience interests and diversify offerings.
- Reserved classrooms and meeting rooms across campus for program activities and managed room list.
- Maintained tight production timetables and quality standards to give audiences exceptional offerings.
Supervisor Veterans Service Representative, Service Representative
GS13
Newark, NJ
05.2006 - 01.2015
- As a supervisor I exercised a high degree of judgment in addressing work issues, where the nature of work itself requires the ability to analyze
- I was responsible for administrative actions affecting the team and provides advice, counsel, and instruction to individual employees of the team on both technical and administrative matters
- I possess a strong understanding and ability to apply the principles of individual counseling and small group dynamics
- I can analyze and interprets laws, regulations, and rules as they affect the establishment of new policies, procedures, and overall methods of office operations
- I completed personnel administrative actions (e.g., develops standards and evaluates subordinates' performance, interviews, and makes recommendations for position appointments, promotions, or reassignments; hears and resolves employee complaints, effects disciplinary actions, and identifies training needs)
- I worked on special projects, completed systematic analyses of operations (SAOs), and ensured the team's efforts support the overall goals of the service center
- Used tableau I reviewed VA's performance indicators to evaluate team's ongoing performance
- I was responsible the day-to-day activities of the Rating and/or Appeals Teams in the Veterans' Service Center
- Ensured the team's quality and timeliness of service was meeting performance indicator goals
- Was responsible for the cost-effective use of resources to accomplish the team's assigned outcomes
- Ensured all ready-to-rate cases are processed as expeditiously as possible to provide the benefits sought by the veteran, a family member, or survivor
- Was responsible for the assignment of work for claims processing and award decisions requiring expenditure of large sums of money or denials, which can have major adverse consequences for an applicant
- Ensure employees where accountable, conducted accurate claims reviews, promulgations, and authorization of awards, and could apply judgment, so that consistently correct ratings are accomplished thru existing guidelines
- I developed and instructed an introductory training program with Rating VSRs and Veteran Service Representative which directly led to the regional office being one of the top performing stations in the nation
- Supervisor I was a Challenge instructor, Challenge classes in Baltimore, Maryland, and Providence Rhode Island.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
- Responded to customer calls and emails to answer questions about products and services.
- Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Rating Veteran Service Representative
Department Of Veterans Affairs
Newark, NJ
11.2001 - 05.2006
- I analyzed claims, applied VA Schedule for Rating Disability and prepared rating decisions that informed VSRs and/or the claimants of the decisions, along with the reasons and bases for the decision
- I collaborated with other members of the rating team and during the decision process worked directly with the VSRs, VSOs and claimants to render the decisions
- I can analyze and interprets laws, regulations, and rules as they affect the entitlement for benefits and can properly apply the rating schedule and other applicable instructions for a proper analysis, appropriate development, and final rating determination
- I have general knowledge of legal opinions from the Office of General Counsel, Court of Veterans Appeals and Board of Veterans Appeals
- As a rater was familiar with lay medical and pharmacological reports, could interpret medical reports and medical evidence, to include medical opinions, necessary to render a rating decision
- During my time as a rater, I used my knowledge of the major dishabilles which effect the body systems as well as the knowledge of which disabilities may be static in nature or likely to improve to schedule future VA examinations
- In 2003 I as one of two employees who reviewed and rendered decision on chronic Lymphocytic Leukemia (CLL) claims related to Agent Orange under Nehmer and later part of a project for reviewing Diabetes Type II claims under Nehmer retroactive to 1985
- Was out-based VHA East Orange as a project to improve the timeliness and quality of claims processing
- My duties were to assist the VSR with technical questions, be available to the VHA examiners and C&P staff for questions regarding examinations
- The objective was to determine if the VA examination was the last leg in the development process and to improve the quality of VA examination from the East Orange VAMC
- The benefits of the project were demonstrated by the improvement in quality of the VA examination and the relationships developed with the VAMC staff
- As the Newark Regional Office’s Project 112 / Ship Hazards and Defense (SHAD), , I reviewed all veterans claims and/or statements to identify if they were part of this project
- I prepared and send email requests to the SHAD Manager in Central Office to verify the veterans participation in the project
- I sent correspondence to the claimant/veteran explaining project requirements, using applicable VA laws, U.S.Code of Federal Regulations, Department of Defense (DoD) reports and reports from the Institute of Medicine (IOM)
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Processed and recorded new policies and claims.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Modified, updated and processed existing policies.
Veterans Service Representative
Department of Veterans Affairs
Newark, NJ
07.1999 - 11.2001
- I conducted face to face and telephone interviews to explain VA benefits and made pre and post eligibility determinations using applicable VA laws
- Applied complex regulations, principles, and concepts in explaining and rendering decisions for pre and post entitlement to compensation, pension, dependency issues, death pension, and burial benefits and explained the appeals process
- While using VA manuals to apply regulations and reviewed medical evidence in making formal and informal rating decisions.
- Utilized available software to compose correspondence letters to explain current status of applications and request additional documentation.
Teleservice Center Representative
Social Security Administration, SSA
09.1988 - 07.1999
- GS08
- Social Security Administration
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Explained technical concepts to diverse product users while maintaining pleasant disposition.
- Completed daily cold calling and outreach to build sales pipeline.
- Minimized escalations by identifying and addressing client needs.
- Followed up with customers to solicit further sales.
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer adjustments to maintain financial accounts.
- Promptly responded to inquiries and requests from prospective customers.
- Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Sought ways to improve processes and services provided.
- Communicated professionally with colleagues, freelancers and clients.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained up-to-date knowledge of product and service changes.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating.
- Effective liaison between customers and internal departments.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Facilitated inter-departmental communication to effectively provide customer support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Resolved [Type] issues over phone with [Number] customers daily.
Education
Certificates and Management Learning -
Journal Square
01.2005 - 01.2022
Effectively Communicating in Teams Breakthrough Motivation - undefined
Employment and Reemployment Rights Act (USERRA) Training VBA High Performance Development Model (HPDM EEO, Diversity, and Conflict Management Training for Managers Coaching for Performance Introduction to Creating Labor Management Forums to Improve Labor Relations and Productivity at VA VBA Performance Appraisals Customer Service Fundamentals: Building Rapport in Customer Relationships Management Rights The Seven Habits of Highly Effective People STAR Local Quality Reviewer Training Yellow Belt Certificate Lean Six Sigma Project Management - undefined
Skills
Group and individual instruction
Skill Development
Process improvements
Data management familiarity
Project coordination
Generating schedules
Financial administration
Hiring and recruitment knowledge
Strategic planning
Proactive mindset
Campaign development
Vendor management
Persuasive communication style
Multitasking Abilities
Flexible and Adaptable
Self-Motivated
Planning and Coordination
Dependable and Responsible
Software
VBMS
QMS
VIEWS
SharePoint
Microsoft TEAMS
SHARES
CAPRI
WIT
WATRS
MVPC
Timeline
Program Specialist Training Manager
GS-12
01.2015 - Current
Supervisor Veterans Service Representative, Service Representative
GS13
05.2006 - 01.2015
Certificates and Management Learning -
Journal Square
01.2005 - 01.2022
Rating Veteran Service Representative
Department Of Veterans Affairs
11.2001 - 05.2006
Veterans Service Representative
Department of Veterans Affairs
07.1999 - 11.2001
Teleservice Center Representative
Social Security Administration, SSA
09.1988 - 07.1999