Dustin Andrade
Robinson
Summary
Accomplished professional practiced at addressing all facets of business needs, including file and document management, inventory allocation, and technical training. Offering strong time management & multitasking expertise. Proactive team member committed to maintaining efficiency and excellent quality assurance. Skilled at working with no supervision as well as with a team.
Overview
11
11
years of professional experience
Work History
CONTACT REPRESENTATIVE
DEPARTMENT OF VETERANS AFFAIRS
05.2022 - Current
- Served as OJT (On The Job Training) Mentor many times for new representatives.
- Provide website and mobile application navigation; and customer support to veterans and all other users of My HealtheVet website, eBenefits website, VA.gov, BTSSS, and mobile solutions
- Responds to inquires involving multiple modalities, including phone calls, web chats, e-mails, the VA inquiry and Routing Information System (IRIS), etc
- Receives phone calls from and/or generates phone calls to veterans, their family members, and/or legal representatives in a courteous, empathetic, tactful, and respectful manner to ensure that the caller's inquiry is resolved timely
- Asks clarifying questions to ensure that the primary issues of the call are identified
- Finds the most appropriate course of action or alternative through in-depth research, and interpretation
- Does research and uses technical references and VA records systems to resolve issues
- Provides instructions to Veterans, Caregivers, and VA staff to resolve technical issues on websites
- Reports technical issues and work around to management for approval
- Submits suggestions to improve Knowledge Management Scripting when websites or processes change
- Experience in analyzing medical records to determine claimants request for medications, and/or appointment times using Joint Legacy Viewer (JLV)
- Utilizes records and completion of work according to policies, procedures, and guidance applicable to the work performed
- Reports and tracks user feedback and suggestions
- Documents issues and resolution in appropriate system of record
- Assist in triage and resolution of issues reported such as but not limited to; password resets, websites and mobile application usability, website navigation, and troubleshooting of features and functionality
- Obtains required information and escalates issues to development teams if unable to resolve
- Preforms call backs as needed to assist developers with resolution follow up
- Prepared and properly documented case notes per resolution
- Maintains knowledge of VHA business health care practices, Health Insurance Portability Accountability Act (HIPPA) rules, and Security and Privacy Act requirements to safeguard Veterans personal information (PII) and personal health information (PHI)
- Assist Veterans or callers with general questions
- Provides contact information and transfers callers to the appropriate department to assist with their inquiry
- Assisted Veterans with BTSSS troubleshooting & website issues
- Assisted them in entering travel claims in and help them fix any discrepancies
- If not able to resolve issue, transfer to proper travel office at local VAMC.
INVENTORY/WAREHOUSE SUPPORT
TINY TRUCKER CO.
04.2021 - 08.2021
- Monitored and maintained inventory levels
- Shipped out orders daily via FedEx, UPS, and USPS
- Communicated with customers directly and gathered evidence to fix order discrepancies
- Diagnosed computer and printer issues
- Data entry to include the addition of new data or updating existing data
- Conduct daily, weekly, and monthly audits to verify compliance assurance and identify potential non-compliances and areas that need improvement.
INVENTORY CONTROL
EMD MILLIPORE
09.2018 - 09.2019
- Maintained database and preformed physical count of inventory
- Reconciled actual stock count to computer generated reports
- Monitored and maintained inventory levels
- Tracked orders, investigated problems, and identified issues
- Data entry to include the addition of new data or updating existing data
- Utilized computer systems (SAP, Oracle) to track and log inventory
- Used Microsoft products such as Excel, Word, and Power Point
- Responsible for gathering records pertinent to specific problems, review them for completeness and accuracy, and attach records to correspondence as necessary
- Compile statistical information for special reports
- Inspected database errors and resolved discrepancies
- Verified accuracy of data before and after entry into system.
SHIPPING AND RECEIVING SUPPORT
TE CONNECTIVITY
04.2017 - 08.2018
- Experienced in shipping domestic/international packages via FedEx, UPS, USPS, and DHL
- Utilized computer system (SAP) to receive products, track inventory, and ship deliveries
- Worked in all aspects of the warehouse including receiving, packing, and shipping
- Able to prioritize orders and requests made by customers
- Reviewed orders and customer requests to make sure any issues were addressed
- Ensure that organizations comply with industry specifications, standards, regulations, and laws on an ongoing basis
- Review and evaluate approvals and processes regularly to identify gaps or potential compliance matters that need to be addressed
- Composed letters in reply to requests for products, damage claims, and other information's or unsatisfactory services.
- Used fork lift, pallet jack, & pallet wrapping machine.
- Used RF scanner to scan inventory into system.
- Used machines to count parts for inventory purposes.
LANDING SUPPORT SPECIALIST
UNITED STATES MARINE CORPS
01.2013 - 01.2017
- Provided leadership of 10 personnel to accomplish everyday missions and tasks
- Prepared the Marines for military operations that encompass education, training, and experience.
- Enhanced the mental and physical well-being of and maintained the standards of performance of soldiers and equipment
- Supervised embarking and debarking of naval vessels for deployments overseas
- Accountable for keeping track of up to $50,000 worth of gear daily
- Inventoried and tracked gear and military vehicles to be loaded on cargo planes and naval vessels
- Transported gear and troops in helicopters and military vehicles
- Supported the establishment, maintenance and control of transportation throughput systems on beaches, landing zones, ports (air and sea) and terminals (rail, truck, and container) used in support of Marine Air-Ground Task Force (MAGTF) operations and deployments.
- Used hand tools (wrenches, ratchets, hammers, screwdrivers, etc) on a daily basis to maintain slings used for transporting equipment with helicopters.
- Used load plans to track & load gear into planes & ships preparing for deployments.
- Used hand tools & power tools to help the transportation department work on trucks.
- Used hand tools & power tools to help the engineering department build structures.
Education
IT AND CYBERSECURITY -
ABCO TECHNOLOGY
04.2022
AVIATION MAINTENANCE AND TECHNOLOGY CERTIFICATE -
SPARTAN COLLEGE OF AERONAUTICS
12.2020
Skills
- Time management
- Time tracking
- Government standards
- Promotional support
- Staff support
- Records management
- Staff management
- Project organization
- Problem resolution
- Performance monitoring
- Assistance
- Course development
- Compliance standards
- Employee training
- Project support
- Data entry
Training
Camp Pendleton CA-Lance Corporal Leadership Seminar, Camp Pendleton CA-Combat Life Saver Training, Camp Pendleton CA- Corporal Leadership Course
Timeline
CONTACT REPRESENTATIVE
DEPARTMENT OF VETERANS AFFAIRS
05.2022 - Current
INVENTORY/WAREHOUSE SUPPORT
TINY TRUCKER CO.
04.2021 - 08.2021
INVENTORY CONTROL
EMD MILLIPORE
09.2018 - 09.2019
SHIPPING AND RECEIVING SUPPORT
TE CONNECTIVITY
04.2017 - 08.2018
LANDING SUPPORT SPECIALIST
UNITED STATES MARINE CORPS
01.2013 - 01.2017
IT AND CYBERSECURITY -
ABCO TECHNOLOGY
AVIATION MAINTENANCE AND TECHNOLOGY CERTIFICATE -
SPARTAN COLLEGE OF AERONAUTICS