Jonathan Davis
Frankfort,United States of America
Summary
Accomplished Training Manager well-versed in selecting trainers, curriculum and course plans to achieve demanding training objectives. Effective at leading courses on diverse topics. Prepared to offer ten years of progressive training experience and take on challenging new role at [Company].
Overview
17
17
years of professional experience
Work History
Supervisory Legal Administrative Specialist
Department of Veterans Affairs
09.2021 - Current
- Appointed Quality and Training Coach of Jacksonville RCC, effective May 2023
- Developing and conducting refresher training instruction to promote opportunities to develop and refine their skills interacting with callers and adhering to guidance
- Creating curriculum for returning agents from extended absences (i.e., FEMA deployment, PPL)
- Reviewing training material delivered by Office of Technology and Educational Development (OTED) to ensure accurate information is being delivered during new hire and refresher training sessions
- Using Microsoft Excel Pivot Report to analyze local and national quality data provided in Power Bl program to determine and address trends
- Creating and analyzing reports to communicate strengths and areas of opportunity in station quality
- Leading weekly meetings with team members to discuss quality and training updates
- Creating local Standards of Procedure (SOP) pertaining to Quality and Training to be followed within the Jacksonville RCC
- Appointed lead interviewer December, 2021 to interview and track job seekers from self-conducted phone interview to onboard
- Created spreadsheets to monitor progress of the interview process (i.e., contacting applicants, references verified, follow-up provided, agents selected and referred to HR)
Directors Advisory Committee Member (Volunteer)
Department of Veterans Affairs
10.2022 - 09.2023
- Appointed as a member of the Director's Advisory Committee (DAC) in October 2022
- Assisted the Director to educate the Winston-Salem employees of all the impacts and updates of processes, procedures, and programs under the PACT Act
- Created a program to educate the Winston-Salem employees of career promotion paths under the Career Advancement Program (CAP)
- Program was deployed in February 2023 with 150+ participants
Veterans Service Representative, Lead Legal Administrative Specialist
Department of Veterans Affairs
08.2020 - 09.2021
- Assistance provided on an as-needed basis to all Jacksonville RCC agents in clarifying mandatory procedures for call agents to act upon; and knowledge-based questions that arise, sending direct links for agents to reference when similar situation arises in the future
- Appointed as Dependency Maintenance Support SME to address all weekly Dependency Maintenance Errors with required action in a timely manner, strengthening the relationship between the Regional Office and Veterans served
- Met with employees on a monthly basis (at least) to monitor progress
- Created the One Stop Shop (O.S.S.), using the Microsoft Excel program supplementing KM in a user-friendly format, and focused on frequent issues addressed on the phone
- Created and maintained spreadsheets to analyze and report short-term and long-term trends
Veterans Service Representative, Lead Legal Administrative Specialist, Lead Legal Administrative Specialist
Department of Veterans Affairs
08.2016 - 08.2020
- Appointed lead to review Veteran Assistance Inquiries (VAls) for quality purposes, routing them to the correct location, or closing out inappropriate inquiries due to invalid reason to create or lack of identifiable information
- Developed training materials, guidelines, and documents to share with new and current team members as well as field office and other organizations affiliated with Department of Veterans Affairs or U.S Government
Program Specialist
Department of Veterans Affairs
02.2019 - 06.2019
- Analyzed 8,000 plus Veterans ID Card applications and confirming all eligibility criteria was met in order to grant application approval
- Played a pivotal role in a significant reduction of the application backlog with providing new ideas, implementing checkpoints and policies to facilitate appropriate application review for current and future team members
- Verified, reviewed, and processed approximately 500 - 750 Veterans ID Card (VIC) applications weekly to ultimately decrease application backlog by 85%
- Drafted VIC review and verification training materials to standardize expectations across the department and confirm all documents and photos are accurately inspected before approval
- Created 500 plus PIES requests during the assignment, communicating with the National Personnel Records Center to obtain applicant personnel records and cross-reference VIC application documents
- Trained new team members to effectively analyze VIC applications based on Department of Veterans Affairs guidelines and to accurately submit PIES request
Veterans Service Representative, Training Specialist
Department of Veterans Affairs
11.2011 - 08.2016
- Led an eight-week training program to provide foundational knowledge regarding the Department of Veterans Affairs and the National Pension Call Center for as many as 23 new employees per class
- Led similar training programs at several Department of Veterans Affairs call centers throughout the U.S. to enhance productivity and employee knowledge
- Spearheaded the development and design of course outlines, lesson plans, PowerPoints, assessments, and additional learning resources to properly educate and assess topics related Veterans Pension benefits and other National Call Centers
- Managed 150 associates at one of the Department of Veterans Affairs highest volume call centers to assist approximately 13,000 Veterans per month with concerns related to the Veterans Pension for Non-Service-Connected Disabilities and Survivors Benefits and earned a JD Power Customer Satisfaction Award
- Facilitated weekly trainings to inform Legal Administrative Specialists on topics related to Veterans Pension Benefit for Non-Service-Connected Disabilities and Survivors Benefits
- Served as an advisor and consultant to the supervisor on precedent determinations involving decisions on individual cases and national issues regarding technical, regulatory, procedural, and 3 operational aspects of the Pension and Fiduciary programs
- Contributed to the review and revision of the Public Service Guide (PSG), a three-day training curriculum designed to teach representatives the soft skills needed to be successful as a phone representative (i.e., power of effective communication and active listening, how to effectively control calls, identify types of callers and how to serve them)
- Supported the introduction of Customer Relationship Management (CRM) technology to the National Pension Call Center by identifying bugs, recommending revisions to directives, and reporting recurring problems; subsequently conducted trainings for small groups of 15 - 20 individuals to ensure appropriate software usage
- Analyzed and evaluated, on a qualitative and quantitative basis, the efficacy of programs including, Knowledge Management Systems and Learning Management Systems
- Managed multiple projects and programs concurrently where effort involved coordination among multiple resources, other divisions, and agents outside of the organization
- As the Talent Management System (TMS) Learning Manager, I assigned specific courses and curriculum to representatives to propel their career, monitored attendance, and created reports to monitor course completion; subsequently discussed reports with senior management to address an array of issues and determine additional actions for deficient representatives
- Conferenced with fellow Supervisory Training Specialists and Benefits Assistance Services (BAS) to discuss new regulations and procedures for introduction in upcoming training sessions and discuss training techniques to effectively deliver a message to the representative
Public Contact Representative
Department of Veterans Affairs
07.2008 - 11.2011
- Counseled Veterans, their dependents, and their beneficiaries, regarding the full array of benefits available through the Department of Veterans Affairs, including compensation, pension, home loan eligibility, education, health care, life insurance, burial benefits, and vocational rehabilitation, as well as non-VA benefits available through other organizations concerned with Veterans
- Communicated via phone with people from a variety of socio-economic backgrounds and varying levels of understanding and analyzed information to explain a variety of benefits as it relates to Veterans' inquiries
- Appointed as subject matter expert and provided introductory training for the implementation of new databases
- Received exceptional quality scores; asked by the Assistant PMC Manager in June 2009 to provide ad-hoc training to new hire employees on programs used by PCRs
Education
Master of Business of Administration - Global Management
University of Phoenix
Philadelphia, Pennsylvania01.2006
Bachelor of Science - International Business, Spanish, and Latin American Studies
Albright College
Reading, Pennsylvania05-2001
Skills
- CRM-UDO
- Microsoft Office Suite
- Google Drive
- Sharepoint
- Training development aptitude
- Staff education and training
- Strategic planning
- Workforce management
- New hire on-boarding
- Process evaluation and enhancement
- Training oversight
- Training methods
- Resource management
- Training delivery
- Adult learning theories
- Course development
- Multimedia development
- Public speaking
- Training facilitation
- Course design
Accomplishments
- Efforts as Lead Interviewer resulted in increasing the call center size by 400%
- Created a program to educate the Winston-Salem employees of career promotion paths under the Career Advancement Program (CAP) as Directors Advisory Committee Member
- Created the One Stop Shop (O.S.S.), using the Microsoft Excel program supplementing Knowledge Management in a user-friendly format, and focused on frequent issues addressed on the phone
- Analyzed 8,000 plus Veterans ID Card applications and confirming all eligibility criteria was met in order to grant application approval
- Played a pivotal role in a significant reduction of the application backlog with providing new ideas, implementing checkpoints and policies to facilitate appropriate application review for current and future team members
- Verified, reviewed, and processed approximately 500 - 750 Veterans ID Card (VIC) applications weekly to ultimately decrease application backlog by 85%
- Managed 150 associates at one of the Department of Veterans Affairs highest volume call centers to assist approximately 13,000 Veterans per month with concerns related to the Veterans Pension for Non-Service-Connected Disabilities and Survivors Benefits and earned a JD Power Customer Satisfaction Award
Awards
- Individual Cash Award- FY2023, FY2022 (2), FY2021 (2), FY2013
- Excellent Performance Award- FY2020
- Outstanding Performance Award - FY2021, FY2022, FY2023, FY2024
Timeline
Directors Advisory Committee Member (Volunteer)
Department of Veterans Affairs
10.2022 - 09.2023
Supervisory Legal Administrative Specialist
Department of Veterans Affairs
09.2021 - Current
Veterans Service Representative, Lead Legal Administrative Specialist
Department of Veterans Affairs
08.2020 - 09.2021
Program Specialist
Department of Veterans Affairs
02.2019 - 06.2019
Veterans Service Representative, Lead Legal Administrative Specialist, Lead Legal Administrative Specialist
Department of Veterans Affairs
08.2016 - 08.2020
Veterans Service Representative, Training Specialist
Department of Veterans Affairs
11.2011 - 08.2016
Public Contact Representative
Department of Veterans Affairs
07.2008 - 11.2011
Master of Business of Administration - Global Management
University of Phoenix
Bachelor of Science - International Business, Spanish, and Latin American Studies
Albright College
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