Kevonna Atkins
Rancho Cucamonga
Summary
Experienced leader and professional with over 18 years of strong experience in government, customer service, and technology-related roles. Proficient in software development, system administration, and technical support. Dedicated and adaptable professional with a proactive attitude, and the ability to learn quickly. Strong work ethic, and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success, skilled in driving process improvements, optimizing supply chain functions, and implementing strategic initiatives to enhance productivity, customer satisfaction, and overall performance.
Overview
11
11
years of professional experience
Work History
Supervisory Financial Management Specialist
Financial Service Center, Department of VA
Austin
12.2022 - Current
- Supervised nationwide customer service programs, facilitating financial and system support to over 350,000 VA employees.
- Managed a diverse team of 21-25 professionals in financial operations.
- Evaluated call center metrics, adjusting resources for optimal performance according to current workloads.
- Executed specialized training initiatives to enhance the capabilities of both internal customer support and FSC clients in financial management.
- Analyze financial data to generate insights that enhance operational efficiency and decision-making processes.
- Ensured proper handling of Personally Identifiable Information (PII) according to established guidelines.
- Generate insightful staff performance metrics for leadership using Power BI with CRM data.
- Collaborate with system developers, QAs, and admins, addressing financial system issues, suggesting improvements, and ensuring seamless operation of financial platforms.
- Apply SQL querying expertise for back-end reporting, verifying user access within the Invoice Payment Processing System (IPPS) and supporting system troubleshooting.
- Assessed software performance, offering detailed suggestions to developers for optimization.
- Develop and implement policies to optimize resource utilization, streamline processes, and improve overall operational efficiency and customer satisfaction.
- Manage payment exception processing teams, resolving variances, rejects, inquiries, and other payment-related issues for federal employees and contractors, ensuring smooth financial operations.
- Led efforts to resolve internal and external conflicts through effective strategies.
- Submit award nominations for outstanding employee performance, fostering a positive work environment and recognizing contributions to organizational success.
Systems and Procedures Analyst (Quality Assurance)
Financial Service Center, Department of VA
Austin
05.2018 - 12.2022
- Ensure compliance with legislation, policy, and procedures by maintaining accurate and up-to-date knowledge content for FSC’s customer service program, and lead real-time updates following regulatory or procedural changes.
- Maintained positive working relationship with fellow staff and management.
- Analyzed key performance indicators to identify effective strategies.
- Served as a subject matter expert on financial systems and internal controls, supporting system implementation, process improvement, and the development of key performance indicators.
- Collaborate cross-functionally with product line managers to translate policies into actionable knowledge content for staff and external customers via self-service platforms.
- Deliver technical oversight for financial management systems related to invoice processing, payment reconciliation, and explanation of benefits.
- Advise senior leadership, staff, and contractors on legislative, policy, and procedural changes impacting service delivery, training, and knowledge management.
- Monitored team performance through regular audits, ensuring adherence to quality benchmarks in customer communications.
Financial Accounting Technician Vendor Support/Enterprise Account Manager
Financial Service Center, Department of VA
Austin
12.2013 - 05.2018
- Reviewed and processed invoices, payments, receipts and other financial documents to ensure accuracy.
- Responded promptly to customer inquiries regarding billing issues or account status updates.
- Performed data entry into various computerized systems related to accounts payable and receivable functions.
- Delivered high-level financial and customer support to over 200,000 external vendors, medical providers, and 350,000 VA employees nationwide across multiple product lines and systems.
- Analyzed and resolved complex payment and financial transaction issues using systems such as the Financial Management System (FMS), Invoice Payment Processing System (IPPS), Vendor Inquiry Systems (VIS), and medical claims web portals.
- Provided technical guidance, both formal and informal training, to both internal and external customers via phone, email, and virtual platforms.
- Cross-trained internal Financial Operations Service (FOS) staff, and collaborated with teams to streamline operations.
Education
MBA -
University of Phoenix
Phoenix, AZ05-2016
Bachelor of Science - Healthcare Administration
University of Phoenix
Gardena, CA02-2014
Skills
- Leadership and Training Skills
- Teamwork and Collaboration
- Results-oriented thinking
- Effective strategy implementation
- Cross-functional collaboration
- Adaptability and flexibility
- Goal-oriented drive
- Effective organizational skills
- Collaborative team development
- Proficient in conflict management
- Continuous process evaluation
- Customer service
- Supply chain oversight
- Financial analysis
- Clear and impactful communication skills
Accomplishments
- FSC Lean Six Sigma Green Belt - January 2024
- FSC Lean Six Sigma Yellow Belt- November 2023
- Group Award October 2022, March 2023, and August 2023
- Employee of the Month/ Good Job Award - "Kevonna has excelled in her duties as a supervisor: Stellar communication skills with FOS section management and upper management, going above and beyond to help the new contracting employees, and defused escalated customer interactions. - August 2022
- Recognition from the Director of FOS," Chief Experience Office (CXO) Top Performer - Conducted critical testing of two new processes with the Customer Engagement Portal that contributed towards the security posture of the system - September 2021
- Certificated of Appreciation "Operation Validation", in responding to a break of the Customer Engagement Portal, the team was faced with having to devise a plan and implement processes to properly vet more than 28,000 existing users of the FSC Customer Engagement Portal and completed its successful review three months ahead of schedule and cost savings of more than $200,000. - December 2020
- Inducted in the National Society of Leadership & Success - August 2020
References
References available upon request.
Timeline
Supervisory Financial Management Specialist
Financial Service Center, Department of VA
12.2022 - Current
Systems and Procedures Analyst (Quality Assurance)
Financial Service Center, Department of VA
05.2018 - 12.2022
Financial Accounting Technician Vendor Support/Enterprise Account Manager
Financial Service Center, Department of VA
12.2013 - 05.2018
MBA -
University of Phoenix
Bachelor of Science - Healthcare Administration
University of Phoenix
Similar Profiles
Sylvia BrownSylvia Brown
Live in Caregiver at Department Of Social Health Service/ VALive in Caregiver at Department Of Social Health Service/ VA
Thomas HossfeldThomas Hossfeld
Assistant Medical Center Director (COO) at Department of Veterans Affairs, Veterans Health Administration, VA Medical CenterAssistant Medical Center Director (COO) at Department of Veterans Affairs, Veterans Health Administration, VA Medical Center
JOEL LAWRENCEJOEL LAWRENCE
Registered Nurse at VA Medical Center, Dallas Emergency DepartmentRegistered Nurse at VA Medical Center, Dallas Emergency Department