Christine E. Humphrey

Accommodating Eligibility Enrollment Verifications (EEV) Customer Support Specialist seeking to enter human resource department. Veteran eccentric representative with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Highly-motivated employee with desire to take on new challenges. As I have served as liaison between service employees and employers and helped advocate/negotiate appropriate resolutions to employees and management. Excellent researching skills, collecting, and maintaining documents and records skills. While providing guidance and advice to management on industrial relations issues, including employee grievances, disciplinary action and performance management doing organization transition. Adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

• Lean Six Sigma Yellow Belt lead the reinstatement reminder of healthcare policy and processes project (RHPP) reminding Title 38 staff of HIPPA policies and violations.
• Spearheading and identified a patient safety issue, Joint Commission on Accreditation of Hospital (JCAHO) violation and HIPPA violation.
• Headed re-educating nursing staff while implementing a new safety protocols safe garding patients personal information.
• Lean Six Sigma Green Belt assists RMR VA Nursing to integrate a new payroll system VASTA. Instrumental in employee development.
• Worked directly with nursing Leadership, many times one on one training old practice -vs-unlawful practice
• Educated on payroll law, Office of Personnel Management (OPM) and DFAS. Answering questions an reaching verifiable law code to support decisions.
• Orchestrated and save RMR VA million for dollars, by identifying waste, fraud and gross mismanagement.
• Initiating and establish training where needed/ directed by leadership and identify healthcare shortcomings before they become an area of concern.

• PEGA UAT- As a User Acceptance Tester(UAT) volunteered worked task using PEGA software for two weeks testing and offering candid opinion on functionality and defects in the new system that could negatively impact performances or hurt users experience. Application modernization,can turn ineffective, tedious task into seamless and automatic process, for Eligibility Enrollment Verification(EEV).
• All Employees Survey (AES) was a great collaboration, communication between leader ship and staff. The survey identified three opportunities for improvement in which were employee recognition, employee respect, and employee engagement. We actively participated in work education and educating VFMP supervisor the value of extending trust by expecting supervisors to meet with the Frontline staff, at least for midterms and final appraisal training to all.
• Veteran Attendance Time Assists System(VATAS). VATAS was a 4 weeks of payroll integrations training system. That modernized the Department of Veterans Affairs employees time and attendance. Return investment was to help train others such as leadership, supervisor and government staff to the organization standard. Holding all accountable for their actions.

• Debra D Martinez (Debra.Martinez3@va.gov) (303) 331-7606
• Cynthia Taylor (Cynthia.taylor5@va.gov)(720) 201-0572
• Karissa D Stewart (karissa.stewart@va.gov)(303) 202-8433
• Scott Uyeoka (Scott.Uyeoka @va.gov) (303)780-4756

Certification (Franklin-Covey's Project Management) Spearheaded an identified project within VHA /CHAMPVA development as an Eligible Enrollment Verification (EEV) Contract Representative. Identifying non-compliances issues that would caused the organization a financial disruptions with possible fines and penalties. As I cultivated relationships and collaborated with team members, front line supervisor, department Chiefs and other organization departments such as program analyst(PA's). Seeking to move CHAMPVA, from non-compliance to compliant by implementing a peer-to-peer and fount line supervisor training Program. By establishing a standardized training program. That will utilizing years of employee knowledge of application based process for  basic eligibility for Ch US 35  benefits. Taking  the most efficient and economical way to compliance. While developing employees knowledge base of CHAMPVA policies while improving productivity. Saving the organization millions in retraining in a new remote environment. That allows for lower labor costs (wages, salaries, benefits) paid to internal training staff and any technology and third-party vendor spending related to employee training. By training employees any where,no matter the location. Giving employees control and flexibility, along with input in training and development. Saving time while effectively using remote tools. 

Leading in government- National Associations of State Boards of Accountancy (NASBA)

Lean six Sigma Foundation-National Associations of State Board of Accountancy(NASBA),Project Management Institute (PMI)