Delmer Steven Gillespie
Centennial,US
Summary
Dynamic professional with a proven track record in managing and leading diverse organizations across corporate and government sectors, excelling in executive financial management, accounting, and program oversight. Expertise in healthcare call center supervision, adept at navigating fast-paced, highly regulated environments while supporting veterans and their families globally. Strong capabilities in organizing complex projects, prioritizing tasks, and fostering effective communication among teams. Specialized in analyzing and interpreting financial data, with a keen ability to enhance productivity and morale through collaborative efforts and strategic workload management.
Overview
55
55
years of professional experience
Work History
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Finance
06.2022 - Current
- Performs correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Finance Payment Operations.
- These duties encompass but not limited to 1) Tangible display of analytical reasoning on response to Congressional members and their staff 2) Use decision making skill daily in termination of correct strategy to apply on inquiries 3) Communicating and Serving as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Evaluates problems and trends and recommends opportunities for operational improvements.
- Additionally, responsible for reviewing daily Congressionals, White House, Secretary of Veterans Affairs and other special inquiries received by letter, telephone, or communication to determine the proper disposition of these inquiries.
- Key focal point for stand-up of new congressional department for VHA Office of Finance Payment Operations.
- Completed over 150 Congressional Responses to Congressional delegation regarding MISSION Act and PACT Act related issues concerning Veterans and their surviving dependents.
- In 2023 completed over one (1) equitable relief concerning waiver for Caregiver Stipend overpayment debt.
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Finance
06.2022 - Current
- Performs correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Finance Payment Operations.
- These duties encompass but not limited to 1) Tangible display of analytical reasoning on response to Congressional members and their staff 2) Use decision making skill daily in termination of correct strategy to apply on inquiries 3) Communicating and Serving as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Evaluates problems and trends and recommends opportunities for operational improvements.
- Additionally, responsible for reviewing daily Congressionals, White House, Secretary of Veterans Affairs and other special inquiries received by letter, telephone, or communication to determine the proper disposition of these inquiries.
- Key focal point for stand-up of new congressional department for VHA Office of Finance Payment Operations.
- Completed over 150 Congressional Responses to Congressional delegation regarding MISSION Act and PACT Act related issues concerning Veterans and their surviving dependents.
- In 2023 completed over one (1) equitable relief concerning waiver for Caregiver Stipend overpayment debt.
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Community Care
05.2016 - 06.2022
- Performs correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Community Care (OCC) Congressional Correspondence Directorate.
- These duties encompass but not limited to: 1) Serving as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Evaluates problems and trends and recommends opportunities for operational improvements.
- Led development of strategy and in-depth response for House Committee for Veterans Affairs (HVAC) inquiry that provided help support Veteran centric non-profit organization that raised monies to pay emergency medical and ambulance transport bills all 50 states.
- Completed over 200 Congressional Responses to Congressional delegation regarding Foreign Medical Program, Choice, Indian Health Service, Spina Bifda, CHAMPVA, VA Care in the Community concerns and Choice policies.
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Community Care
05.2016 - 06.2022
- Performs correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Community Care (OCC) Congressional Correspondence Directorate.
- These duties encompass but not limited to: 1) Serving as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Evaluates problems and trends and recommends opportunities for operational improvements.
- Led development of strategy and in-depth response for House Committee for Veterans Affairs (HVAC) inquiry that provided help support Veteran centric non-profit organization that raised monies to pay emergency medical and ambulance transport bills all 50 states.
- Completed over 200 Congressional Responses to Congressional delegation regarding Foreign Medical Program, Choice, Indian Health Service, Spina Bifda, CHAMPVA, VA Care in the Community concerns and Choice policies.
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (GS-11), GS-301-11 (Lead Program Specialist)
VA Chief Business Office Purchased Care
09.2012 - 05.2016
- Performs Lead correspondence analyst /Congressional Liaison duties in support of executive management of Chief Business Office Purchased Care Congressional Response Department.
- These duties encompass but not limited to: 1) Serving as the Department’s staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Managed over 500 formal and informal Congressional inquiries on affect all CBOPC business lines regarding Choice, CHAMPVA Eligibility and claims, VA Care of Community eligibility issues to include, claims payment, MILBIL coverage for emergency care, and request for various dependent care in a Veterans Affairs Medical Center (VAMC).
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (GS-11), GS-301-11 (Lead Program Specialist)
VA Chief Business Office Purchased Care
09.2012 - 05.2016
- Performs Lead correspondence analyst /Congressional Liaison duties in support of executive management of Chief Business Office Purchased Care Congressional Response Department.
- These duties encompass but not limited to: 1) Serving as the Department’s staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Managed over 500 formal and informal Congressional inquiries on affect all CBOPC business lines regarding Choice, CHAMPVA Eligibility and claims, VA Care of Community eligibility issues to include, claims payment, MILBIL coverage for emergency care, and request for various dependent care in a Veterans Affairs Medical Center (VAMC).
Supervisory Contact Representative, PC@HAC Customer Service Center (GS-11), GS-962-11
VA Purchased Care
03.2011 - 09.2012
- Primary functions for this position are to manage the day to day operations for an 15 – 18 person contact representative Customer Service Team’s activities, which include telephonic, written and/or electronic inquiries from veterans, beneficiaries and providers; Congressional liaison activity; and reconsideration of claims for benefits payable under CHAMPVA.
- The duties also include responsibilities for planning, organizing, directing, and controlling the day-to-day functions of the Customer Service Unit to ensure the programs are functioning efficiently, cost effectively, and in compliance with appropriate regulations and laws.
Supervisory Contact Representative, PC@HAC Customer Service Center (GS-11), GS-962-11
VA Purchased Care
03.2011 - 09.2012
- Primary functions for this position are to manage the day to day operations for an 15 – 18 person contact representative Customer Service Team’s activities, which include telephonic, written and/or electronic inquiries from veterans, beneficiaries and providers; Congressional liaison activity; and reconsideration of claims for benefits payable under CHAMPVA.
- The duties also include responsibilities for planning, organizing, directing, and controlling the day-to-day functions of the Customer Service Unit to ensure the programs are functioning efficiently, cost effectively, and in compliance with appropriate regulations and laws.
Contact Representative, CHAMPVA Customer Service Center (GS-5/8)
VA Health Administration Center
06.2008 - 03.2011
- Responsible for advising, veterans, dependents and providers on the Civilian Health and Medical Program of the Veterans Administration (CHAMPVA) benefits in a call center environment as a contact representative agent.
- These responsibilities also include interfacing with health insurance companies and federal government entities such of Medicare and State entities such as Medicaid for claim and issue resolution.
- Instrumental in supporting a team effort in FY 2008, 2009 and 2010 HAC Gain sharing goals in timely processing of claims and answering phone calls within 45 seconds.
Contact Representative, CHAMPVA Customer Service Center (GS-5/8)
VA Health Administration Center
06.2008 - 03.2011
- Responsible for advising, veterans, dependents and providers on the Civilian Health and Medical Program of the Veterans Administration (CHAMPVA) benefits in a call center environment as a contact representative agent.
- These responsibilities also include interfacing with health insurance companies and federal government entities such of Medicare and State entities such as Medicaid for claim and issue resolution.
- Instrumental in supporting a team effort in FY 2008, 2009 and 2010 HAC Gain sharing goals in timely processing of claims and answering phone calls within 45 seconds.
Graduate Student (Full-Time)
Webster University
06.2007 - 08.2010
- Full Time Graduate student. Successfully graduated in top 1% of class from rigorous sequential Master of Business Administration (MBA) and Master of Healthcare Administration (MHA) programs.
- Directed MBA CAPSTONE Simulation Team to Top 10% finish among MBA students nation-wide.
Graduate Student (Full-Time)
Webster University
06.2007 - 08.2010
- Full Time Graduate student. Successfully graduated in top 1% of class from rigorous sequential Master of Business Administration (MBA) and Master of Healthcare Administration (MHA) programs.
- Directed MBA CAPSTONE Simulation Team to Top 10% finish among MBA students nation-wide.
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
05.2000 - 05.2007
- Responsible for managing office products and distribution contracts for largest minority owned office products distributor in America with 30 Fortune 100 and Fortune 500 company in US and in Canada.
- Daily responsibilities included site implementation, business development, margin management, customer service relationship management, diversity management and overseeing of $100 million of office products and related products.
- Instrumental in ensuring over 90% renewal rate with for all contracts.
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
05.2000 - 05.2007
- Responsible for managing office products and distribution contracts for largest minority owned office products distributor in America with 30 Fortune 100 and Fortune 500 company in US and in Canada.
- Daily responsibilities included site implementation, business development, margin management, customer service relationship management, diversity management and overseeing of $100 million of office products and related products.
- Instrumental in ensuring over 90% renewal rate with for all contracts.
Financial Manager
United States Air Force
01.1980 - 06.2000
- Served and performed within all facets of Air Force Financial Management.
- Command Enlisted Executive Advisor to Chief Financial Officer, and Senior Executive Service (SES) Deputy CFO, Air Force Material Command.
Financial Manager
United States Air Force
01.1980 - 06.2000
- Served and performed within all facets of Air Force Financial Management.
- Command Enlisted Executive Advisor to Chief Financial Officer, and Senior Executive Service (SES) Deputy CFO, Air Force Material Command.
Security Police Specialist
United States Air Force
06.1970 - 12.1979
- Served as a Security Police Specialist. Successfully completed, Security Police Technical School, Combat Air Base Ground Defense training for duty in Southeast Asia.
Security Police Specialist
United States Air Force
06.1970 - 12.1979
- Served as a Security Police Specialist. Successfully completed, Security Police Technical School, Combat Air Base Ground Defense training for duty in Southeast Asia.
Education
Master of Health Administration -
Webster University
Denver, CO08.2010
Master of Business Administration - undefined
Webster University
Denver, CO08.2009
Associate Degree - Resource Management (Financial Management) Technology
Community College of the Air Force
Birmingham, Alabama06.1983
Industrial Management - undefined
Kansas Newman College
Wichita, Kansas12.1979
Some College Coursework Completed - Electrical Engineering
Air Force Institute of Technology
Stillwater, Oklahoma03.1977
Skills
- Proficient in data analysis
- Information gathering
- Timely project completion
- Process documentation
- Process documentation
- Strong written communication skills
- Strong oral presentation skills
- Data-driven decision making
- Teamwork and collaboration
- Problem-solving
- Problem-solving abilities
- Organizational skills
- Adaptability and flexibility
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Resolved product issue through consumer testing.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Supervised team of [Number] staff members.
Affiliations
American College of Healthcare Executives
Timeline
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Finance
06.2022 - Current
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Finance
06.2022 - Current
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Community Care
05.2016 - 06.2022
Congressional Response Team (GS-12), GS-301-12, Step 6 (Correspondence Analyst (Triage)
VHA Office of Community Care
05.2016 - 06.2022
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (GS-11), GS-301-11 (Lead Program Specialist)
VA Chief Business Office Purchased Care
09.2012 - 05.2016
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (GS-11), GS-301-11 (Lead Program Specialist)
VA Chief Business Office Purchased Care
09.2012 - 05.2016
Supervisory Contact Representative, PC@HAC Customer Service Center (GS-11), GS-962-11
VA Purchased Care
03.2011 - 09.2012
Supervisory Contact Representative, PC@HAC Customer Service Center (GS-11), GS-962-11
VA Purchased Care
03.2011 - 09.2012
Contact Representative, CHAMPVA Customer Service Center (GS-5/8)
VA Health Administration Center
06.2008 - 03.2011
Contact Representative, CHAMPVA Customer Service Center (GS-5/8)
VA Health Administration Center
06.2008 - 03.2011
Graduate Student (Full-Time)
Webster University
06.2007 - 08.2010
Graduate Student (Full-Time)
Webster University
06.2007 - 08.2010
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
05.2000 - 05.2007
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
05.2000 - 05.2007
Financial Manager
United States Air Force
01.1980 - 06.2000
Financial Manager
United States Air Force
01.1980 - 06.2000
Security Police Specialist
United States Air Force
06.1970 - 12.1979
Security Police Specialist
United States Air Force
06.1970 - 12.1979
Master of Business Administration - undefined
Webster University
Associate Degree - Resource Management (Financial Management) Technology
Community College of the Air Force
Industrial Management - undefined
Kansas Newman College
Some College Coursework Completed - Electrical Engineering
Air Force Institute of Technology
Master of Health Administration -
Webster University
Awards
- 2025, STAR AWARD – VHA Office of Finance Payment Operation FY 2025 – 3rd Quarter
- 2022, VHA Office of Payment Operations – Coin Presentation.
- 2021, VHA Office of Community Care, Business Operations & Administration Executive Directorate FY 2021 4th Quarter Customer Service Award.
- 2019, Secretary of Veterans Affairs Gears of Government Award.
Community Service
- 2015, Panel Keynote Speaker to Denver Youth on Professional career development.
- 2011, Active Supporter of Colorado Beautillion and Cotillion, INC.
- 2000, Served as board member of non-profit organization, MEED.
- 2005, Selected by Arapahoe County Commission Chairman to serve on County Citizens Budget Review Committee.
Training
- Excel – Power Query for Beginners, Linked In Premium, 2021-05-01
- Systems Thinking, Linked In, 2021-05-01
- Critical Thinking, Linked In Premium, 2021-05-01
- Measuring Business Performance, Linked In Premium, 2021-05-01
- Power BI: Dashboards for Beginners, 2021-05-01
- Project Management Simplified, Linked In Premium, 2021-05-01
- Executive Leadership, linked In Premium, 2021-05-01
- Colorado Leadership Development Program, 2019-05-01
- Congressional Operations, Georgetown University, Washington, DC, 2017-07-01
- Professional Writing Course – How to Write for Congress, 2017-06-01
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