L'TONYA ALLEN

• Implements and integrates key organizational and program goals, priorities, values and other factors that drive progress and change for the office
• Directly manages a team of 16 Authorization Quality Review Specialists (AQRS)and one assistant coach
• Ensures the execution of monthly individual quality reviews and progress reviews for each Veterans Service Representative (VSR), Military Service Coordinator (MSC), and Claims Assistant (CA), averaging 1K monthly reviews
• Performs root cause analysis to uncover error trends, utilizing the principles of Lean Six Sigma, the Quality Management System (QMS), and National Systemic Technical Accuracy Reporting (STAR)
• Implemented team roundtable discussions with AQRS and team supervisors to provide error trends to help improve the quality and timeliness of veteran claims
• Ensured newly appointed AQRS possess superior knowledge of the QMS review process by facilitating training and mentoring for the employee
• Utilized excellent SME knowledge of veteran benefit programs and VBA administration and operational regulation, SOPs and guidelines affecting the processing of veterans' compensation claims to address error trends
• Responsible for training team members and reviewing their completed work to ensure compliance with all applicable laws and regulations
• Exercised oral and written communication to coordinate with internal and external stakeholders within the department, effectively representing the department and its mission goals
• Coordinated with the Training Manager to identify training courses needed for error trend analysis
• Utilized tact, understanding, and assertiveness to correct, counsel, guide, and encourage the compliance by personnel with mission requirements and procedures
• Utilized qualitative and quantitative techniques to analyze current training programs and for comparison to prior-year results in well written correspondence and reports
• Developed innovative practices of mentoring to foster team building of newly appointed VSRs to develop excellent knowledge proficiency
• Engaged in systems thinking to identify patterns in Veteran Service Center (VSC) operations and developed solutions to enhance productivity and service
• Utilized HRSmart to perform human resource (HR) functions relating to team administrative management of personal actions and award recommendations
• Evaluated the performance of team members for annual performance evaluation process and recommended conduct- based actions to senior management
• Collaborated in the recruitment, evaluation, and interview process for potential new hires, in addition to serving on panel reviews to determine the best-qualified candidates
• Utilized excellent working knowledge of Human Resource Management Systems to support constructive resolution of conflicts and counsel employees on behavior and performance

Key Accomplishments:

• Initiated specific guidelines to help increase the efficiency of management staffing to support the rapid hiring initiative
• Resulting in the hiring/assignment of 2 additional coaches to support the newly appointed VSRs
• Participant in All Employee Survey (AES) Results Cross Divisional Workgroup, providing briefings to the Senior Executive Committee
• Appointed to the Leadership Engagement Group which implemented Lunch and Learn with employee generated topics
• Supported National Training Initiatives as Course Coordinator for Virtual & In Person Progression Training (VIP) for 5 cohorts resulting in 22 newly appointed VSRs
• Promoted team building and cross functional training for 2 newly appointed supervisors
• Developed several customized computer reports, monitoring Individual Progress Reviews (IPR)
• Quality Review Team nominated for the Team of Excellence Award in the greater Houston area
• Served as acting Assist Veterans Service Center Manager (AVSCM)
• Selected participant for the Customer Experience Essentials of Leaders Program.

• Directly managed a team of up to 24 Representatives (VSRs) and Rating Veteran Service Representatives (RVSRs)
• Ensured team members possess superior knowledge of veterans' benefits to render accurate determinations on veterans' benefits claims
• Developed administrative standard operating procedures (SOPs), including qualitative and quantitative techniques, to track the number and complexity of claims, time render decisions, the accuracy of decisions, and other Key Performance Indicators (KPIs)
• Lead employee work activities toward meeting the organization's mission and goals
• Implemented onsite education and training for the team
• Mentored newly appointed VSRs to develop excellent knowledge proficiency
• Provided timely responses to Congressional and IRIS (Inquiry Routing and Information System) inquires
• Consistently analyze information from various reports to determine compliance in meeting monthly objectives
• Utilized expert technical knowledge and awareness of best practices to study program functions, receiving information from a wide variety of sources to prepare detailed analyses and findings
• Served as the manager of the Quality Review Team, overseeing up to 24 Authorization Quality Review Specialist (AQRS), including one direct report assistant coach
• Ensured execution of monthly individual quality reviews totally 1.5K monthly reviews
• Performed semiannual Standard Analysis Operations (SAO) to compare local accuracy with national standards utilizing National Systemic Technical Accuracy Reporting (STAR) and local quality data
• Served as Manager of the files team, overseeing the maintenance and storage of veteran claim folders
• Trained team personnel to ensure they had a clear understanding of federal laws, regulations, procedures and determinations related to veterans' benefits
• Reviewed decisions determining basic eligibility for veteran benefit programs
• Utilized knowledge of the department's mission and objective-in addition to applicable regulations, directives, policies and current practices- to conduct extensive strategic planning activity and to integrate required actions to support all department measures and training
• Developed training activities that incorporated effective adult learning principles and methods of experiential learning in support of all training objectives within the department
• Served as a SME on the Nehmer Readjudication Project, involving claims from eligible veterans and survivors relating to Agent Orange exposure in Vietnam
• Utilized expertise in areas of VA compensation, pension and specialized claims to establish administrative procedures
• Performed analyses of upcoming department processing requirements and prioritized tasks to ensure the proper sequencing of projects
• Utilized clear, concise, and easily understood oral communication when coordinating and collaborating with both internal and external personnel
• Participated in briefings, meetings, conference calls and training instruction exercises
• Prepared written materials, utilizing excellent working knowledge of Microsoft (MS) Office Suite (Word, Excel, Outlook, and PowerPoint)
• Utilized HRSmart to perform human resource (HR) functions relating to team administrative management of personal actions and award recommendations
• Evaluated the performance of team members for annual performance evaluation process and recommended conduct- based actions to senior management
• Collaborated in the recruitment, evaluation, and interview process for potential new hires, in addition to serving on panel reviews to determine the best-qualified candidates
• Utilized excellent working knowledge of Human Resource Management Systems to support constructive resolution of conflicts and counsel employees on behavior and performance
• Negotiated with employees regarding grievances in support of labor relations, resulting in resolved conflicts among team members utilizing active listening skills and a proper understanding of group dynamics
• Increased employee retention by successfully mentoring and training 4 newly appointed supervisors

Key Accomplishments:

• Provided outstanding leadership while successfully leading the team during the transition to the National Work Queue system, while consistently exceeding cycle times
• Utilized excellent motivational and process improvement abilities to guide the team to complete 5K initial development actions for the fiscal year exceeding that of any team within the Service Center
• Displayed excellent interpersonal communication skills when participating in several public outreach recruitment job fairs to locate potential VSRs, resulting in the successful hiring of three new employees
• Through the exercise of vast technical knowledge and leadership abilities, I served for two years as the EEO Committee Chairperson and assisted with the Special Emphasis Programs for minority and women veterans
• Developed and managed strategies utilizing Lean Six Sigma principles, resulting in the reduction of B2 errors by 50% resulting in national recognition
• Utilized exceptional leadership skills while transforming the local station Quality Review Team into a national assurance (QA) program effort, resulting in a 50% increase in staffing and special recognition from the Under Secretary of Benefits
• Displayed extremely effective organizational skills by successfully spearheading the elimination of 100K+ veterans claim folders in preparation for Veterans Administration (VA) paperless processing.