SHELVY WILLIAMS
Program Specialist
District Heights,USA
Summary
Dynamic professional with over 15 years of experience in customer service, administrative management, and legal terminology within the Department of Veterans Affairs. Proven Program Specialist with a strong emphasis on quality assurance and training, effectively leading and managing teams to achieve organizational goals. Expertise in policy formulation and procedural implementation streamlines processes related to fee matters, driving efficiency and compliance. Strong organizational, developmental, and strategic planning skills foster a motivated, high-performing workforce, ensuring optimal service delivery and operational excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
PROGRAM SPECIALIST
Veterans Affairs Board of Appeals
06.2020 - Current
- Plans, distributes, and coordinates administrative tasks and production for assigned team members
- Briefs managers and supervisors on goals, task progress achievement, and potential problems, and develops proposed solutions
- Reviews work of others for accuracy, timeliness, and other quality metrics
- Compiles quality metric data for assigned team or unit
- Assists with internal controls, records management, appellant case file management to include initial case review, data entry, and time sheets
- Ensures that inquiries, correspondence, and actions for the area of responsibility are addressed appropriately
- Analyze and evaluate each decision submitted to determine appropriate assignment
- Works closely with team leaders and branch supervisors to ensure the efficient and streamline processing of appeals
- Manages and maintains critical pilot programs and other initiatives to continue streamline the processing of appeals
- Retrieves, analyzes, and updates data files, databases, and correspondence records
- Completes analysis, reports, logistics coordination and statistical surveys on various administrative activities.
- Collaborated with other professionals to outline and implement program plans and objectives.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Established goals and created action plans to achieve goals.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Keturah Harley (Supervisor)
PROGRAM SPECIALIST
Veterans Affairs Hearing Management Branch
10.2021 - 12.2021
- Collaborated with other professionals, teammates, and stakeholders to outline and implement program plans and objectives.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Coordinates with Veterans customers, their representatives, VLJ, teammates, and other stakeholders, planning and execution of Video, Central Office, and Virtual appeals hearings.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries and upload into VBMS for record keeping.
- Motivated and directed staff to align operations with organizational mission using the 'I CARE CORE VALUES'.
- (Volunteer)
PROGRAM SPECIALIST
National Cemetery Administration
12.2017 - 06.2020
- Assist applicants at the National Call Center who are inquiring about services provided
- Provide customer support to callers on a wide array of memorialization questions
- Assist callers with completing the application for a government furnished headstone or marker
- Provide callers with the status of a previously submitted application
- Empowered to independently authorize the replacement of government furnished products
- Thorough knowledge of the NCA mission, policies, procedures, guidelines, and a comprehensive knowledge of all aspects of claims evaluation and the appeals process.
- Wanda Goggan (Supervisor)
PARALEGAL SPECIALIST
Veterans Affairs, Office of General Counsel
06.2008 - 12.2017
- Performs administrative and legal support to colleagues and supervisors on assigned work, and routinely provides direct legal services on case and/or program assignment
- Assists and acts in a confidential capacity to supervisors who are significantly involved in internal issue and has regular access to confidential ER/LA information
- Participates in providing direct legal services to clients on case and/or program assignments
- Evaluates and make recommendations on the client request
- Accesses and obtains factual and legal information from available electronic systems and research sources
- Supports litigation such as interviewing witnesses, preparing case summary reports, participating in trial preparation, and drafting discovery requests and responses
- Prepares memoranda, briefs, draft legal opinions, and/or written documents needed to deliver accurate, timely, and effective legal services
- Plans and conducts assignments and coordinates activities with professional legal staff of the agency and with staff of other Federal or non-Federal activities.
Education
Certification - Paralegal Studies
Paralegal Institute of Washington
Washington, DCHigh School Diploma - undefined
Woodrow Wilson High School
Washington, DC01.1992
Skills
- PowerPoint
- MS Access
- MS Excel
- Adobe Acrobat
- OGC Laws Database
- Veterans Benefits Management System
- Microsoft Outlook
- AMAS (Monument Application System)
- Cisco Communicator
- VACOLS
- Case flow Management
- Typing Proficiency: 55 WPM
Certification
- Paralegal Certification, Paralegal Institute of Washington, DC - 2005
- Paralegal Certification Department of Justice, - 2010
Timeline
PROGRAM SPECIALIST
Veterans Affairs Hearing Management Branch
10.2021 - 12.2021
PROGRAM SPECIALIST
Veterans Affairs Board of Appeals
06.2020 - Current
PROGRAM SPECIALIST
National Cemetery Administration
12.2017 - 06.2020
PARALEGAL SPECIALIST
Veterans Affairs, Office of General Counsel
06.2008 - 12.2017
High School Diploma - undefined
Woodrow Wilson High School
Certification - Paralegal Studies
Paralegal Institute of Washington