Gina Spilker Email and Phone Number

Develop and disseminate training, policies, and procedures for the VA fiduciary program which consists of 1,100+ employees across six hubs, supervising benefit payments of $3.1 billion to over 192,000 beneficiaries. Also create and manage learning items, curricula, scheduled offerings, and reports as a Learning and Domain Manager of the online learning management system, the Talent Management System (TMS).Conduct quality auditing and analyses of fiduciary work to ensure accuracy, identify error trends, and create training materials for process improvement. Analyze fiduciary hub operational performance through site visits to develop and brief fiduciary hub, Regional Office, District, and VA Central Office management on best practices, recommendations, and action items to improve organizational effectiveness. Collaborate with internal and external stakeholders such as training contractors, field subject matter experts, and labor management to complete job task analyses, and create competency-based training items and curricula, communication plans, policy updates, and address quality concerns.

Created, implemented, and monitored the compliance of annual training plans for approximately 630 employees in five different divisions as mandated by the applicable regulations and policies. Also recommended and created developmental training based on needs and requests of the office, and served as the Domain Manager of the VA online learning portal - the Talent Management System (TMS).Interviewed and selected participants as the Program Coordinator of the Milwaukee Employee Development Program (MEDP); a six-month leadership development program with a 44% promotion rate. Also created, coordinated, and taught the leadership and technical skills curriculum with the assistance of other subject matter experts. Along with formal mentors, coached the participants through creating and completing individual development plans (IDP) in order to achieve their short and long-term goals geared toward improving competencies and/or attaining a specific position. Other critical activities included administering skills certification tests, developing supervisory training, centralizing and maintaining training policies and materials, and coordinating training for external stakeholders (Veterans Service Organizations (VSO) and County VSOs) to maintain their continuing education units and certification for access to VA networks and systems.Graduate from the Leadership Enhancement and Development (LEAD) program in June 2014; a nine-month, national-level, leadership program.

Performed duties of Equal Employment Opportunity (EEO) and Alternative Dispute Resolution (ADR) Manager in conjunction with my position as Training Manager until March 2013. In this position, I conducted informal and local ADR, arranged formal ADR with third-party neutral and certified mediators and ensured that the office was kept abreast of newest EEO laws, policies and procedures as they were released. I also analyzed local and national data to identify trends, employment barriers and make comparisons with the relevant civilian labor force to brief senior management.Additionally, I processed informal and formal EEO complaints and timely fulfilled EEO requirements such as mediation scheduling, discovery requests and compliance with Final Agency Decisions and Final Orders from the Offices of Resolution Management and Employment Discrimination Complaint Adjudication.

Adjudicated and authorized claims for Veterans and their dependents applying for VA benefits. Also expedited claims and responded to inquiries from the White House, Senators, Congress(wo)men and other government officials as a Congressional Liaison, and received five letters of commendation for providing superior customer service. Created and implemented training procedures for the office on how to streamline congressional inquiry processing. During this time I was also accepted into the inaugural 6-month session of a local leadership development program, in which I enhanced my leadership skills through various activities like becoming a back-up Management Analyst to compile, analyze, and distribute reports to management on workload, cycle times, performance targets and more.

Reconciled outstanding invoicing issues resulting in over $250,000 in revenue. Managed payables of $2.5 million through activities of vouchering, reconciling, weekly check runs of $250 - $350,000, maintaining vendor files and more. Performed finished goods physical inventory counts on a periodic and annual basis. Invoiced customers for prepaid and unpaid finished goods and managed accrual.

Interviewed, trained, scheduled and reviewed associates as a Supervisor of a Marketing Call Center while concurrently serving as the Owner Referral Coordinator. I created team building meetings, production goals and training programs, while also tracking tour bookings and sales numbers daily and weekly to review program success. As Owner Referral Coordinator, I contacted owners through direct mail, outbound calls, brochures and face-to-face interaction at trade shows and in monthly and annual meetings. Also while in this position, I was the winner of “People Pleaser of the Month” award for superior customer service and dedication to the mission and values of the Resort.

I began my work career with the Marcus Corporation at the Grand Geneva Resort in 2000. I worked in myriad areas of the Resort from the Ski and Golf operations to their several restaurants and in-room service as a server, host and eventually a supervisor. I continued to work as a supervisor when I moved to Minneapolis for two years and worked at their hotel, the Crowne Plaza Northstar. My many years and positions with Marcus Corporation were invaluable experiences that have given me a diverse background of knowledge and abilities and superb customer service skills.