Renee Johnson

On a daily basis, I performed the following duties:

• Directed the activities of the HR help desk. The HR Hotline supported approximately 6500 Human Capital employees by answering routine and complex HR phone calls and emails about benefits, insurance, Qualifying Life Events (QLE), retirement, leave, HR records, employee assistance programs, employee and labor relations, staffing and recruitment, employment verification, HR system access, personnel action processing, and much more.
• Developed knowledge-based articles and resources to respond to customer phone and email inquiries. Hot Topics!
• Skillfully and effectively communicated orally and in writing at all organization levels to present complex and/or abstract ideas and information in easy-to-understand formats to facilitate the understanding of HR programs, policies, and objectives. This includes skill in leading and training others.
• Directed benefits and retirement branches, overseeing Federal benefits and retirement programs to meet diverse needs of managers and employees, processing over 4,600 actions accurately and timely.
• Directed the activities of the processing and information management branch; ensuring 19,996 personnel actions were processed accurately and timely in strict accordance with laws and regulations, record management requirements were met.

On a daily basis, I performed the following duties:

• Established benefit and retirement related organizational goals, objectives, and long-range plans for the VISN6 Retirement Specialty Center. Skillfully established and maintained effective working relationships with individuals at various levels and backgrounds orally and in writing for the 7 VA Medical Centers. Included strong oral and written communication skills defending controversial and unpopular decisions, gaining cooperation of others and acceptance of recommendations, and dealing tactfully and discreetly with sensitive and/or controversial matters.
• Identified resources and staff capabilities to align operations with strategic objectives and facilitated staff development through coaching, training, and targeted assignments to enhance customer service.
• Planned and assigned work, set priorities, advised on program goals, and made decisions on problems presented by 7 subordinates.
• Approved 5,000 personnel actions for recruitment, reassignment, promotion, and reclassification, ensuring compliance with organizational policies and operational needs.
• Performed the administrative and human resources and management functions relative to staff supervised.
• Guaranteed all cases for the 7 VA Medical Centers were executed in a manner that assured the agency's interest was protected to the greatest extent possible, assuring escalation to senior leadership when necessary.

• Daily, I strategized, assessed, and executed employee benefit and retirement services for the Shared Services Center's (SSC) 3,000 customer base. Communicated orally and in writing to answer telephone and email inquiries to provide procedural guidance on employee benefits, payroll, and matters to include those of a complex and highly detailed nature.
• Interpreted policy insurances, regulations, and laws related to employee benefits and retirements, analyzing operational effects of new or existing regulations on 5 benefits programs.
• Utilized 5 automated systems to process a wide range of complex personnel actions, generated numerous forms, correspondences, reports, and briefings.
• Managed approximately 2,500 high volume data entries quarterly, ensuring accuracy and compliance demands.

• Supported the nation-wide workforce of approximately 700,000 employees.
• Phone Team/Help Desk - provided subject matter expert guidance for routine and complex federal benefit and processing questions.
• Completed detailed call tickets and promoted customer service surveys.
• Generated and assigned system Remedy tickets to the applicable work groups with the Shared Service Center. Maintained a 97% accuracy rate.
• Mentored and trained new specialists on systems.

Professional Development 2023 - 2024 :

• Gallup Clifton Strengths Insights by Don Clifton
• Leadership Practices Inventory 360 - Ascendant Global Leadership, LLC
• U.S. Office of Personnel Management Assessment for Leaders
• 11 Must-Have to be a Successful Leader
• The Leadership Challenge Workshop

Relevant Job-Related Training/Education

• Cybersecurity Awareness Training
• Employee Performance Management
• Essentials for Supervisors Reasonable Accommodation
• Privacy Awareness Training
• Project Management
• Managing Change
• Records Management
• Veterans Employment Training

** Complete transcript available upon request.

• 3.0 GPA

• 3.0 GPA