Donna Vernon
Yadkinville,NC
Summary
Veteran Service Advocate with nineteen years of Veteran Service Organization experience, who is well versed in the laws and procedures of the Federal and State Veteran's Benefits. Specializes in generating, processing and submitting accurate timely paperwork and needed documents for the various claims, programs and benefits offered through the Department of Veteran Affairs (VA) and the State of North Carolina.
A detailed and task oriented professional with excellent interpersonal and quick problem solving skills. Over thirteen years of responsible experience with Veterans Benefit providing leadership, building consensus and promoting teamwork in a variety of administrative environments; with over sight of the larger picture in mind.
Overview
14
14
years of professional experience
Work History
Processing Assistant III
NC Dept. Of Military And Veterans Affairs
Winston-Salem , NC
05.2021 - 06.2022
- Processing Assistant for the North Carolina State Appeal Office at the VA Regional Office in Winston Salem.
- Liaison between Veteran Service Officers, Broad of Veterans Appeals, VA Coaches, VA Front Office, Congressional Liaisons, various Service Organizations, County Service Offices, Veterans and/or their Dependents.
- Prepared BVA folder briefs digit range of 50-99 for VSO review and use. Gathered evidence from multiple VA systems to provide substantial background and VA due process before VSO review.
- Maintained detailed filing system of past and up coming appeal folders, attention to detail, prepared folders for individual preference.
- Processed all incoming Property Tax Exclusions, received by standard mail, fax and email.
- Implemented an electronic process with tracking for Property Tax Exclusion during COVID. Worked closely with Veteran County Service Officers, VA Front Office Management, Coordinators, and Liaisons.
- Reviewed eligibility for DMV License Plate requests and Hunting and Fishing License.
- Prepared monthly reports of Property Tax Exclusion, verbally presented during State wide meetings. Along with providing supervisory staff detailed reports for inter office records.
- Answered incoming calls, provided written and oral communications, outstanding customer service at all interactions. Maintained general office duties with efficiency and organizational skills.
Lead Support Staff Member
Disabled American Veterans
Winston Salem , NC
01.2011 - 05.2021
- Lead secretary for a high-volume veteran service organization at the VA Regional Office in Winston Salem, North Carolina. Invaluable member of a team of professional veteran advocates.
- Managed the daily operation of the office administrative support staff for the National Area Service Office. Duties include managing a support staff of three administrative assistants, preparing reports and submissions, screen all incoming and outgoing correspondence with oversight in correspondence management for a staff of up to 12 National Service Officers and support staff, trained and supervised all new hires and administrative through DAV and VA procedures. Coordinated all office travel, created calendars for BVA Hearings, weekly, bi weekly, monthly meetings, scheduled in person appointments for veterans and/or their dependents.
- Developed close liaison and professional relationships with other veteran service agencies, various VA and DAV departments, vendors, veterans and/or their dependents.
- Triaged and advised veterans and veteran's dependents of their right and privileges during the initial screening process. Investigated and conducted interviews while assisting in the preparation of VA Forms or evidence received by standard mail, fax or email.
- Assisted in updating mission essential database. Well versed in all required computer systems for DAV and VA related databases including Excel, Microsoft Word, PowerPoint, Outlook, VBMS, SHARE, MAP-D Capri, DAV Claimant Management System (CMS).
- Consistently scored the highest proficiency marks during regularly scheduled and annual performance evaluations.
Department Support Staff Member
Disabled American Veterans
Winston Salem , NC
01.2009 - 09.2011
- Answered telephone and assisted callers by providing information or directing to appropriate employee.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted employees with making copies, sending faxes and filing paperwork.
- Greeted and checked in guests at front desk for appointments.
- Attended training sessions to stay updated on procedures and services.
- Aided veterans and/or their dependants completing paperwork by explaining instructions and requirements
- Developed new filing and organizational practices, purging paper files while entering individual claimant into the new Claimant Management system.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Prepared correspondents based on VA decisions for the Quick Start and Benefits Delivered at Discharge. Also prepared correspondents for other VA decisions and benefits.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Volunteered to help with special projects of varying degrees of complexity.
- Successfully completed special projects to exceed goals of both DAV department and overall organization.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Liaised between clients, vendors, various VA departments and service organizations and maintained effective lines of communication.
Part Time Department Support Staff Member
Disabled American Veterans
Winston Salem , NC
12.2007 - 01.2008
- Answered telephone and assisted callers by providing information or directing to appropriate employee.
- Assisted employees with making copies, sending faxes and filing paperwork.
- Communicated with clients on behalf of staff to relay messages and information.
- Attended training sessions to stay updated on procedures and services.
- Greeted and checked in guests at front desk for appointments.
- Completed simple maintenance tasks for facility upkeep.
- Aided customers completing paperwork by explaining instructions and requirements.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Used VA systems to prepare various correspondence, reports and other written material.
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
Education
GED -
Davidson Community College
Thomasville, NC 03.2009 - 04.2009
Skills
Specializes in generating, processing and submitting various types of Federal and State benefits under VA regulations
undefinedTimeline
Processing Assistant III
NC Dept. Of Military And Veterans Affairs
05.2021 - 06.2022
Lead Support Staff Member
Disabled American Veterans
01.2011 - 05.2021
GED -
Davidson Community College
03.2009 - 04.2009
Department Support Staff Member
Disabled American Veterans
01.2009 - 09.2011
Part Time Department Support Staff Member
Disabled American Veterans
12.2007 - 01.2008
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