Laina Franco Email & Phone Number

Knoxville, Tn, Us

Chicago, Illinois, United States

Manager in Federal payment center with direct supervision of 38-person team, and indirect supervision of 152 payment center employees.● Significant experience in independently leading and managing personnel in a remote environment while meeting Agency goals and objectives. ● Plan and assign work, aligning staff and resources. ● Prioritize and manage deadlines to meet project targets. ● Independent problem solver and resolution achiever.● Worked collaboratively with Human Resources and IT departments to drive improvements in employee performance, improving customer service metrics by 18% over 6 month targeted period. ● Develop new procedures and approaches for using technology to exceed Agency objectives through improved proficiency.● Utilize Customer Service metrics to guide employees in improved performance. ● Participated in designing solutions and practices used Division-wide to implement change effectively during inperson migration to remote environment. ● Identify and resolve management issues impeding effective utilization of manpower, budgetary and material resources. ● Direct employees in processing exceptions, overpayments, underpayments and effectively resolve selected postentitlement actions for the public.● Conduct recurring and special studies of workloads, gather data, analyze and make recommendations to senior management for improvement. ● Adjust work assignments as needed to accommodate fluctuating workloads.● Ensure expeditious handling of cases, preventing delays in processing actions and payments.● Effectively resolve and respond to high profile Congressional inquiries.

Chicago, Illinois, United States

As a case manager, authorize entitlements to programs administered by the Social Security Administration, under Titles II, XVI and/or XVIII of the Social Security Act.● Conduct inquiries and/or interviews to obtain, clarify, and verify information about individual applicants' initial and continuing eligibility for programs administered by SSA. ● Analyze evidence that will help make a determination.● Obtain, clarify, and verify data used to analyze claims and make benefit decisions.● Make claims decisions based off of evidence supplied, while considering appropriate rules and regulations. ● Adjudicate and authorize entitlement or disallowance actions at all levels.● Determine claim or post-adjudicative action issues, prepare formal or informal determinations relating the facts, evidence and issues to the requirements of the law, regulations, policies and precedents.● Assist individuals in filing administrative appeals.● Identify, investigate, and resolve potential program abuse/fraud.● Provide technical guidance and mentoring (informal and formal).

North Chicago, Illinois, United States

Facilitate complex virtual and linked teams in a geographically dispersed environment.Administer Employee Assistance Program contract. Organization policy subject matter expert for Family Programs. Identify issues and problems unique to USMEPCOM's mission, and recommend solutions or program improvements.Research and interpret Federal, Department of Defense and USMEPCOM laws, regulations, policies and procedures. Participate in planning, scheduling and execution of major programs to improve wellbeing and ensure adequate services. Develop and recommend command unique soldier/family and well-being initiatives. Coordinated and participated in the Presidential Defense Task Force on Sexual Assault in the Military Services (DTFSAMS) visit and interview process. Chair the Sexual Assault Review Board (SARB) for USMEPCOM. Develop and conduct training, providing briefings to commanders, Senior Enlisted Advisors, and Unit Victim Advocates (UVAs). Supervise 66 Victim Advocates geographically dispersed throughout the United States. Develop and conduct briefings to the USMEPCOM Command team. Plan, coordinate and execute Family Program symposiums, conferences and workshops. Interpret policy regarding Family Programs for USMEPCOM Commanders and Senior Enlisted Advisors. Respond and provide resolution for concerns and issues expressed by customers of USMEPCOM Family Programs. Manage and conduct Family programs training throughout organization. Develop training and course materials and aids, perform analysis of training effectiveness, providing feedback, instigating changes as needed.

Tampa, Florida, United States

Provide administrative support to Operations executive, ensuring timely and accurate executions of duties while providing excellent customer service to internal and external customers. Manage calendar, telephone call flow and appointment scheduling for busy senior executive. Arrange conferences and meetings; complete travel arrangements, process and reconcile travel vouchers. Prepare confidential documents, and respond to telephone, email and in-person inquiries. Maintain filing systems, review and approve supply requisitions, prepare payroll, and support AP/AR for the Southern Operations Division. Identify bid prospects, create bid proposals, and maintain bid proposal and project database. Manage field staff hiring; advertising open positions, interviewing candidates, and making hiring decisions. Verify time and attendance for field personnel.

Served as Summer Hire Program Manager, Living Quarter Allowance Administrator, and Personnel Clerk in the Human Resource office. Screen and track applicants, ensuring candidates meet minimum requirements for consideration. Advertise job openings electronically and in local flyers throughout local community. Converse with candidates, provide updates, extend employment offers, and complete background checks. As Living Quarter Allowance (LQA) Administrator, review annual LQA claims, reconcile receipts, approve expenses, and approve final payments. Maintain personnel files and process personnel actions in military data management system. Research Code of Federal Regulations to determine legality of personnel actions and hiring authorities.

Washington Dc-Baltimore Area

Served in United States Army with honorable discharge. Created out processing files and contracts, and conducted out processing interviews with transitioning soldiers. Assisted soldiers in completing required paperwork for out processing, responded to telephone inquiries, and maintained documents and filing system during Persian Gulf War. Casualty and Memorial Affairs Specialist, liaison between Casualty and Memorial Affairs Division and Arlington National Cemetery during war-time environment.