Edward Holmes
Delevan,NY
Summary
Results-driven Program Support Specialist with a proven track record in customer service, data entry, and documentation management. Committed to enhancing service delivery and improving program efficiency for veterans.
Overview
20
20
years of professional experience
Work History
Program Support Specialist
Department of Veterans Affairs
Buffalo NY
05.2008 - Current
- Coordinated program logistics to enhance service delivery for veterans.
- Developed and maintained tracking systems for program performance and compliance.
- Facilitated training sessions to improve staff understanding of veteran services.
- Streamlined communication between departments to ensure timely issue resolution.
- Mentored junior staff in best practices for program support and client interaction.
- Analyzed data trends to identify opportunities for program improvements and efficiencies.
- Implemented process enhancements that increased operational efficiency across service areas.
- Increased participant satisfaction by providing exceptional support throughout the program duration.
- Created documents, reports, and spreadsheets detailing program information.
- Responded to in-person and telephone requests for information and assistance.
- Provided timely and accurate progress reports to stakeholders, facilitating effective decisionmaking.
- Demonstrated flexibility and adaptability in the face of changing program requirements, successfully navigating shifts in priorities while maintaining a high level of performance.
- Provided ongoing support during the transition from one software platform to another, minimizing disruptions to daily operations.
- Investigated issues and provided knowledgeable responses to resolve customer concerns.
- Contributed to a positive work environment by actively participating in team-building activities and maintaining open lines of communication with colleagues.
- Checked account information for eligibility with program plans and guidelines.
- Performed clerical organization, answered phones and filed documentation for program manager.
- Increased customer service success rates by quickly resolving issues.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
File Clerk
Dept. of Veteran Affairs
Buffalo, NY
06.2006 - 05.2008
- Organized and maintained electronic and physical filing systems for efficient document retrieval.
- Processed incoming documents, ensuring accurate categorization and compliance with regulatory standards.
- Located and retrieved requested documents in accordance with established policies.
- Responded promptly to internal document requests from colleagues, providing excellent customer service while minimizing disruptions to workflow.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Assisted in training new employees on proper filing procedures, ensuring consistency across the department.
Education
Bachelor of Science - Business Administration
Daemen College
Amherst, NY01-1998
Skills
- Troubleshooting skills
- Customer relations
- Data entry
- Documentation management
- Customer service
- Time management
Timeline
Program Support Specialist
Department of Veterans Affairs
05.2008 - Current
File Clerk
Dept. of Veteran Affairs
06.2006 - 05.2008
Bachelor of Science - Business Administration
Daemen College