Jessica Taylor
Hewitt,TX
Summary
Facilitated successful navigation of benefits and services for veterans, resulting in improved client satisfaction. Enhanced service delivery processes and resolved intricate issues effectively. Fostered teamwork to adapt to dynamic demands, ensuring reliability in service provision.
Facilitated timely access to veteran benefits through proficient case management. Enhanced client satisfaction by effectively addressing inquiries and concerns. Improved service delivery by navigating complex regulatory frameworks.
Facilitated successful navigation of case management and advocacy services for clients. Empowered individuals to achieve personal goals and effectively address specific needs. Leveraged extensive knowledge of available services and professionals to enhance client support.
Enhanced client experiences through effective observation assessments and tailored service provision. Fostered skill development to significantly improve quality of life and promote constructive interactions. Coordinated with caregivers to streamline care delivery efforts.
Directed innovative technology projects that improved system efficiency and ensured alignment with overarching business strategies.
Applied exceptional communication abilities and project management expertise to ensure thoroughness and precision in all tasks.
Achieved project goals through effective team collaboration and communication. Enhanced team dynamics by adapting swiftly to new environments. Promoted a culture of continuous learning and positivity within the team.
Achieved successful project completions by facilitating teamwork and addressing challenges proactively. Advanced quality assurance efforts, contributing to overall project success. Delivered timely solutions by remaining flexible in response to shifting circumstances.
Overview
15
15
years of professional experience
Work History
Veterans Service Representative, GS-0996-10
Department of Veterans Affairs
Waco, TX
06.2023 - Current
- Facilitated veterans' navigation through complex benefit access processes.
- Facilitated comprehensive interviews with veterans to assess needs and establish eligibility for targeted benefits and services.
- Executed preparation and review of detailed benefit claims to ensure accuracy and completeness.
- Facilitated collaboration with government agencies, medical professionals, and legal representatives to secure essential documentation and evidence.
- Streamlined time management by organizing claims chronologically, prioritizing high-impact cases, and strategically planning workflows to consistently meet or exceed daily quotas.
- Facilitated clear communication among veterans, staff, medical examiners, and management by conveying relevant information and necessary changes through emails, letters, and phone calls.
- Articulated complex regulations and policies to veterans and families, ensuring clear understanding.
- Executed accurate completion of veteran cases, consistently surpassing quality standards.
- Operated multiple electronic data processing (DEPP) systems to input data for claims processing and generate automated correspondence.
- Evaluated eligibility for various benefits by analyzing military service medical evidence and assessing income, employability, and dependency factors.
- Facilitated requests for examinations, re-examinations, or expert opinions to assess disabilities stemming from diseases or injuries.
- Evaluated claims cases to ensure comprehensive issue resolution.
- Served as a formal and informal mentor, guiding new employees in team integration and development.
- Surpassed quality and production benchmarks for fiscal year pay periods from 02-03 to present.
- Assisted in managing team communications and project updates. Supported supervisor in coordinating tasks and schedules. Maintained positive relationships with team members and stakeholders.
Operations Specialist
Operations Specialist (National Capital Region)
Arlington, VA
03.2023 - 05.2023
- Explosive K9 handlers schedule planner for contracted events in D.C. , Virgina and Maryland and Nat's stadium baseball games.
- Planned and communicated weekly shifts to cover all posts in the assigned region, ensuring optimal employee placement based on client needs.
- Coordinated with management and front-line employees to adjust when necessary due to changes in the schedule, such as client requests or callouts.
- Maintained scheduling to ensure accurate information on the daily schedule was posted.
- Collaborated with human resources personnel regarding information, incident tracking, and disciplinary action.
- Utilize various electronic data processing (Concur and Epay) systems to input data for processing travel and payment to employees.
- Addressed tardiness of employees and coordinated disciplinary actions with relevant supervisors.
- Coordinated daily schedule adjustments in a timely fashion and cleared all exceptions to the schedule daily to ensure the weekly payroll records were correct.
- Collaborated with employees from other departments to increase capabilities, resolve billing issues, satisfy customer complaints, etc.
- Managed overtime, non-billable, etc. so that it was explainable and entered employees/shifts into a database with the goal of having little to no overtime.
- Worked with Sales Department to determine the ability to support prospective client requests and creatively found solutions without adding more resources being the only answer.
- Provided input on staffing and recruitment needs and built a case where and why additions to staff were needed using metrics, trends, etc.
- Maintained contact with field employees to ensure a timely arrival, answering of post questions, and any additional information.
- Recognized each post, the credentials required for each post, the handlers and/or operatives, and the credentials each have, and achieved maximum staffing levels with minimum overtime each week, regardless of additional requests made by clients, etc.
- Managed requests for PTO, military drills, illness, bereavement, etc. such that all posts were filled, schedules were published at least 2 weeks in advance, OT in minimized, non-billable was at a minimum, and employees received an equitable distribution of the hours available.
- Cooperated with all requests for information when dealing with discrepancies or questions by internal departments or 3rd parties.
- Tracked phone calls and made scheduling changes as they were received.
- Scheduled required monthly, quarterly, and annual training for field employees, minimizing overtime, the need for bringing in support from other regions, and/or missing posts.
- Communicated professionally, clearly, and succinctly with clients to better understand their needs, negotiate changes, and clarify understanding.
- Corresponded with calls and emails from employees regarding their availability and always maintained professional demeanor.
- Tracked employee cancellation and refusals for accepting work assignments.
- Salary: $62,000 USD per year, Hours per week: 40
- Supervisor: Andrea Shannon, (571) 926-4497, Okay to contact this Supervisor: Yes
Correctional Officer, Sergeant
McLennan County Sheriff’s Office
Waco, TX
08.2011 - 06.2022
- As a Correctional Officer, I served with distinction in multiple positions as a Jailer and Corporal, culminating to the position of Sergeant.
- Supervised and managed 49 junior correctional officers.
- Directly supervised the well-being of minimum, medium, and maximum-security inmates in a 1600-person facility which remained at capacity.
- Performed human resource duties such as payroll, leave, and filing.
- Reviewing completed investigations for compliance and adequacy, requesting investigations from other federal entities, and creating and/or documenting reports of investigation, and investigative materials.
- Address detailed questions from varying audiences to include peers, representatives from federal agencies or professional organizations or industries and the public.
- Analyze and interpret quantitative data while maintaining the information in a database.
- Experienced in analyzing and solving complex problems about administrative/procedural decisions and judgments.
- Assisted in executing employee training programs related to on-site safety and security procedures.
- Maintained a hardcopy-filing system and archived paperwork IAW county record/files management system.
- Managed and protected employee healthcare information, including a mental health assistance program.
- Prepared reports based on information collected from statements.
- Completed monthly deadlines promptly.
- Prepared and review operational reports and schedules to ensure accuracy and efficiency.
- Held daily briefings with supervisors and subordinates to ensure we worked toward a common goal.
- Knowledge of federal rules and regulations in criminal procedures regarding charges.
- Strategized plans for emergency response during natural disasters, including flood planning and preparedness; hazardous spills; evacuation routes; shelter-in-place strategies.
- Briefed senior leadership on jail operations as required.
- Excels in interpersonal skills, teamwork, and leadership and can work independently.
- Resolved conflicts, responsible for assigning workloads and training staff.
- Streamlined set objectives and development plans for staff.
- Developed work schedules: including determining how to use the resources available to me and defining staff responsibilities and authority.
- Well-adverse in federal guidelines related to American Disability Act (ADA) and Prison Rape Elimination Act (PREA).
- Supervised and managed a team of 49 correctional officers, maintaining a safe and secure environment within the facility.
- Implemented and enforced facility rules, regulations, and procedures to ensure compliance and maintain discipline among staff and inmates.
- Conducted regular inspections to identify security vulnerabilities, potential threats, and areas for improvement.
- Trained and mentored new correctional officers, providing guidance on proper protocols, emergency procedures, and crisis management. Resulting in safety outcomes, and suitable job performance.
- Prepared detailed reports on incidents, investigations, and inmate behavior, ensuring accurate documentation for administrative purposes.
- Passed State and Federal jail inspections for 11 consecutive years.
- Maintained, inventoried, and ordered unit riot gear, ensuring $5,000 worth of equipment was secure.
- Performed physical security checks and provided recommendations for improvement based on findings or maintenance.
- Conducted jail inspections to ensure compliance with applicable codes and standards before occupancy or a governmental agency's final inspection.
- Promoted outstanding job performance for staff by mentoring, training, advising, and disciplining.
- Salary: $73,000 USD Per year, Hours per week: 40
- Supervisor: Lieutenant Stephanie Reneau (254-749-9486) Okay to contact Supervisor: Yes
Education
Bachelors of Science (B.S.) - Criminal Justice
Tarleton State University
Stephenville, TX12 2015
Skills
- Extensive knowledge of veteran benefits, entitlements, and programs
- Strong interpersonal and communication skills, with the ability to empathize and build rapport with management, clientele, Veterans, and inmates
- Excellent problem-solving and conflict resolution abilities, proven through successful resolution of complex situations
- Proficient in maintaining security and order within jails, ensuring the safety of staff and inmates
- Detail-oriented with exceptional organizational skills, capable of managing multiple tasks and priorities simultaneously
- Ability to work effectively in high-pressure environments, demonstrating resilience and adaptability
- Proficient in Microsoft: office, outlook, power point, word, teams, and excel
- Disability evaluation
- Claims processing
- Regulations
- Teamwork
- Teamwork and collaboration
- Problem-solving
Accomplishments
- Used Microsoft Excel, Office, Power Point, and Teams to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Affiliations
American Correctional Associations
American Jail Association
Timeline
Veterans Service Representative, GS-0996-10
Department of Veterans Affairs
06.2023 - Current
Operations Specialist
Operations Specialist (National Capital Region)
03.2023 - 05.2023
Correctional Officer, Sergeant
McLennan County Sheriff’s Office
08.2011 - 06.2022
Bachelors of Science (B.S.) - Criminal Justice
Tarleton State University