Veranita Howl
Puyallup,WA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Rating Veteran Service Representative
Veterans Affairs Administration
10.2013 - Current
- Enhanced claim processing efficiency by streamlining workflow processes and implementing best practices.
- Provided support to veterans by addressing inquiries, guiding them through claims process, and ensuring timely responses.
- Collaborated with interdisciplinary teams to accurately evaluate disability claims and determine appropriate ratings.
- Maintained accurate records of all veteran interactions, resulting in streamlined communication and improved case management.
- Delivered high-quality customer service to veterans, addressing concerns and providing guidance on benefits eligibility.
- Conducted thorough research on claim-related issues, leading to more informed decisions on benefit entitlements.
- Stayed up-to-date with policy changes for accurate representation of veterans'' rights, ensuring compliance with federal regulations.
- Participated in professional development opportunities to enhance knowledge of VA regulations, policies, and procedures.
- Managed high caseloads efficiently while maintaining attention to detail and accuracy in disability evaluations.
- Developed strong relationships with internal stakeholders to foster a collaborative work environment focused on achieving results.
- Worked closely with medical professionals to obtain necessary documentation for proper evaluation of disability claims.
- Contributed to team success by sharing expertise in VA benefits administration during training sessions and workshops.
- Ensured consistent application of legal standards across all cases by adhering to established guidelines when rating disabilities.
- Validated claim determinations through meticulous analysis of relevant evidence before finalizing decisions.
- Educated veterans regarding their rights under various compensation programs or vocational rehabilitation services available.
- Resolved complex issues related to appeals or discrepancies in initial findings after conducting thorough investigations.
- Maintained confidentiality and sensitivity when dealing with personal information, adhering to privacy laws and ethical standards.
- Maintained confidentiality of patient finances, records, and health statuses.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Generated, posted and attached information to claim files.
- Assisted colleagues as needed with mentoring, demonstrating flexibility while contributing positively towards overall team performance.
Veterans Service Representative
Veterans Affairs Administration
04.2007 - 10.2013
- Enhanced veteran support by efficiently reviewing and processing claims and benefit applications.
- Streamlined case management for quicker resolutions, utilizing strong organizational skills and attention to detail.
- Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
- Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
- Collaborated with interdisciplinary teams to ensure timely processing of claims and delivery of services to veterans.
- Assisted in training new Veterans Service Representatives, sharing expertise on best practices and procedural guidelines.
- Maintained up-to-date knowledge of federal regulations, policies, and procedures related to veteran benefits administration.
- Managed caseloads effectively by prioritizing tasks based on deadlines and complexity levels for optimal results.
- Achieved high level of customer service satisfaction ratings by promptly answering inquiries from veterans regarding their cases via phone calls or email correspondence.
- Provided detailed guidance on navigating complex VA systems for veterans seeking assistance with disability compensation or pension claims.
- Ensured compliance with all applicable laws, regulations, policies while managing sensitive information about veteran''s personal data securely.
- Promoted positive relationships among coworkers fostering a supportive work environment where team members could collaboratively address challenges faced daily.
- Participated in regular professional development trainings to stay informed on changes affecting veterans'' access to appropriate benefits and resources.
- Employee of the Quarter- Provided correct and timely Education benefit payments and served as quality reviewer. Went above and beyond on numerous occasions completing numerous reports and exceptional sense of resolving workload issues, and managing paperless work environment. Was a mentor to all members of the 19 new employees providing strength to the team.
Teleservice Call Center Representative
Social Security Administration
10.2007 - 04.2008
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
US Air Force NCOIC-Human Resources
U.S. Air Force Active Duty
10.1999 - 10.2007
- Skilled at working independently and collaboratively in leading in a team environment.
- Self-motivated, with a strong sense of personal responsibility "a go getters" attitude.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Air Force - Human Resources - NCOIC Basic Training
USAF
02.1996 - 10.1999
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
Education
BBA - Healthcare Management
American InterContinental University
Buckhead, GAAssociate of Science - Human Resources Management
Community College of The Air Force
Montgomery, ALAssociate of Science - Allied Health Sciences
Community College of The Air Force
Montgomery, ALBBA - Human Resources Management
American InterContinental University
Buckhead, GA09.2006
Skills
- Microsoft Office
- Problem Solving
- Computer Proficiency
- Time Management
- Oral Communication
- Case Management
- Training Abilities
- Veterans Benefits Knowledge
- Regulatory Compliance
- Military sexual trauma (MST) coordinator
- Organizational Skills
- Medical Terminology
- Policy Interpretation
- Multitasking
- Claims Analysis
- Claims analysis
Timeline
Rating Veteran Service Representative
Veterans Affairs Administration
10.2013 - Current
Teleservice Call Center Representative
Social Security Administration
10.2007 - 04.2008
Veterans Service Representative
Veterans Affairs Administration
04.2007 - 10.2013
US Air Force NCOIC-Human Resources
U.S. Air Force Active Duty
10.1999 - 10.2007
Air Force - Human Resources - NCOIC Basic Training
USAF
02.1996 - 10.1999
BBA - Healthcare Management
American InterContinental University
Associate of Science - Human Resources Management
Community College of The Air Force
Associate of Science - Allied Health Sciences
Community College of The Air Force
BBA - Human Resources Management
American InterContinental University
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