Catena Cassidy
Prattville,AL
Summary
Highly motivated leader with the desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with management and team members. Focused on supporting team success and achieving positive results.
Overview
28
28
years of professional experience
1
1
Certification
Work History
SUPERVISORY VETERANS SERVICE REPRESENTATIVE
Department of Veterans Affairs
Montgomery, AL
02.2024 - Current
- Effectively managed, planned, and assigned work priorities for 100 Rating Veterans Service Representatives (RVSRs), leading them to exceed the Director’s Dashboard daily production target of 260 rating decisions completed.
- Demonstrate expertise in all phases of the claims activity that directs, as needed, develops ways to improve production, improve timeliness, and improve the quality of work of 100 RVSRs. Recommend specific training to ensure employees have the competencies required to provide the best service to their customers.
- Performed case management duties such as tracking claim status, providing updates, and following up on pending issues.
- Ensure employees meet their monthly, local, and national targets by consistently monitoring and providing education on interpreting their Employee Performance Reports (EPR).
- Participated in numerous outreach activities to inform veterans about available services, benefits, and assisted in filing disability claims with the U.S. Department of Veterans Affairs.
- Conducted thorough interviews and reference checks with potential Veteran Service Representative candidates to assess their qualifications and fit.
- Reviewed and Analyzed the Strategic Oversight and Analysis Review for October 2023 - March 2024 for homeless, Traumatic Brain Injury (TBI), and Amyotrophic Lateral Sclerosis Claims (ALS) claims; provided status updates, identified potential issues, and provided recommendations to the organization.
- Serves as an Authorizer, reviewing all required work of other Veterans Service Representatives when a second signature is required.
- Participated on the panel discussion for the Fort Moore WARTAC student to provide valuable insight on perspectives and experiences on working at the VA.
- Created a display and distributed educational materials on Prevention of Suicide for staff and customers during Suicide Prevention Month.
Rater Veteran Service Representative
Department of Veterans Affairs
Montgomery, AL
10.2021 - Current
- Determined service connection, percentage of disability, permanent and total disability, and entitlement to compensation, pension, burial, dependency indemnity compensation, special monthly compensation, and vocational training; medical and dental treatment; automobiles or other conveyances; insurance; specially adapted housing; dependent education allowances; and other ancillary benefits.
- Communicated and interacted with veterans and their representatives to facilitate timely, proper decisions. Depending on the circumstances of each case, I interviewed and conducted virtual hearings to determine the eligible individuals, representatives, and advocates, and to obtain and clarify information.
- Developed innovative strategies for improving the accuracy of rating processes.
- Properly applied federal laws and regulations, as well as other applicable instructions, and was fully accountable for adequate analysis, appropriate development, and final rating determinations.
- Established effective working relationships with co-workers across departments.
- Mentored two Rater Veteran Service Representatives (RVSR) while transitioning from trainee to full-time RVSR; one rater exceeded the exceptional standards.
- Conducted training to 86 RVSRs on five trends from Post Team observation of rating delays: reduced delays by 10 percent.
- Exceeded the exceptional standard of 94.8 percent, which exceeded the outstanding standard of 92.0 percent for FY2023.
- Participated for two days in the 2023 Alabama Economic Development Initiative (EDI) to enhance the customer experience for Veterans and their beneficiaries.
- Participated in the 2022 Virtual Veterans Experience Action Center for two days, which enabled us to serve over 450 Veterans, concluding with a 90 percent positive impact rate reported by participants.
- Exceeded the exceptional standard of 95.7 percent, exceeding the outstanding standard of 88.6 percent for FY2002.
Pre-determination Veteran Service Representative
Department of Veterans Affairs
Montgomery, AL
09.2017 - 10.2021
- Determined eligibility for the type of benefits sought and analyzed, developed, and requested required evidence for specific claims requiring a rating decision. This resulted in receiving above the 15% required target rate of claims completed.
- Developed and reviewed comprehensive requests for examinations and medical opinions to ensure appropriate evidence was received to adjudicate the claim.
- Collaborate with DROs/raters to determine the additional development required to decide on an appealed claim, resulting in meeting the monthly targets.
- Established, analyzed, and interpreted the weekly Appeal's Inventory List to take the necessary action to complete supplemental development, update tracked items, and move claims in ready for decision status.
- Managed workload and met all deadlines by locally established workload assignments by prioritizing work, resulting in an exceptional level of 95 percent or higher.
- Exceeded the exceptional standard of 95.2 percent, which exceeded the outstanding standard of 93.2 percent for FY 2021.
- Exceeded the exceptional standard of 98.9 percent, which exceeded the outstanding standard of 96 for FY 2020.
- Exceeded the exceptional standard of 98.1 percent, exceeding the exceptional 96 FY 2019.
- Served as an Exam Liaison for the Montgomery Regional Office; provided the status of examinations, requested completed examinations from the vendor, and solved conflicts on examination requests with the vendor.
- Served as a member of the Special Emphasis Committee, participating in and promoting awareness of the importance of diversity by creating flyers, setting up displays, and inviting guest speakers.
- Participated for two days in the 2020 Alabama Economic Development Initiative (EDI) to enhance the customer experience for Veterans and their beneficiaries.
- Participated in numerous fundraising efforts to raise money for the organization's Christmas parties and other events.
Senior Logistics Management Warrant Officer (Ret)
United States Army
Montgomery, AL
08.1996 - 10.2017
- Worked as Senior Logistics Management Warrant Officer who advised and made recommendations solutions to the Brigade Commander on Logistics Readiness.
- Managed, tracked, and updated the statuses of non-mission capable equipment, repair part locations, part shipment in GCSS (Global Combat Support System) Army monitored O26 print for over 5,000 parts resulting in a consist organizational readiness rate of 98%.
- Onboarded and assigned roles to all maintenance personal in GCSS Army that was assigned to the organization.
- Managed the collection and analysis data that was presented to division and brigade commander in spreadsheets, letters, reports, presentations, tables, and graphs for weekly meetings to ensured accurate reporting of logistic equipment in the unit.
- Observed shortcomings with select maintainers across the brigade, single handedly worked the G8 in resourcing of critical FSRs (field service representative) leading to better trained maintainers, improved readiness, and contributed to the cost savings of $3.6 million for 3 ID.
- Acted as a Casualty Assistance Officer to assist grieving families of deceased military personnel.
- Acted as a Sexual Assault Coordinator
Education
Master of Arts - Human Resources Management
Webster University
St Louis, MO05.2012
Bachelor of Arts - Business Administration Specialized in Management
Saint Leo University
Saint Leo, FL05.2004
Skills
- Veteran Benefits Management Systems (VBMS)
- Rating Veteran Benefits Management Systems (R-VBMS),
- Microsoft Office (MS Word, MS Excel, MS PowerPoint, MS Outlook, and MS Teams)
- Reporting and Analysis
- Reporting and Documentation
- Information Tracking
- Decision-Making
- Attention to Detail
- Critical Thinking
- Effective Communication
- Professionalism
- Multitasking
- Organizational Skills
- Goal Setting
- Team building
- Self Motivation
- Problem-Solving
- Customer Relations
- Customer Support
Certification
- Rating Veteran Service Representative Course 2022
- Veteran Service Representative Course 2017
- Basic Software Acquisition Management 2013
- Acquisitions Logistic Fundamental 2011
- Sexual Assault Coordinator Course 2011
- Operations Security Officer and Planner Course 2008
- Operation Security Officer Certifications Level II 2008
- Manager Develop Course 2002
Timeline
SUPERVISORY VETERANS SERVICE REPRESENTATIVE
Department of Veterans Affairs
02.2024 - Current
Rater Veteran Service Representative
Department of Veterans Affairs
10.2021 - Current
Pre-determination Veteran Service Representative
Department of Veterans Affairs
09.2017 - 10.2021
Senior Logistics Management Warrant Officer (Ret)
United States Army
08.1996 - 10.2017
Master of Arts - Human Resources Management
Webster University
Bachelor of Arts - Business Administration Specialized in Management
Saint Leo University
- Rating Veteran Service Representative Course 2022
- Veteran Service Representative Course 2017
- Basic Software Acquisition Management 2013
- Acquisitions Logistic Fundamental 2011
- Sexual Assault Coordinator Course 2011
- Operations Security Officer and Planner Course 2008
- Operation Security Officer Certifications Level II 2008
- Manager Develop Course 2002
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