Stephen Pina

• Brockton, Massachusetts

Hi! I'm Stephen Pina and I help businesses build their brand, through integrated digital strategies and content that grabs the attention of your customers to grow your business.

Stephen Pina's Bio:

Stephen Pina's Experience:

• Owner/Operator at OutBound Marketers

  November 2019 - Present | Brockton, Massachusetts

  Started and ran a small agency that focuses on the evaluation of client digital footprints and then optimaizes performance through search engine marketing and lead generation. Developed unique content for a variety of client brands to improve presence and brand awareness. This includes relevant research and creation of strategies to improve the marketing efforts of clients. Created and launched a variety of funnels and follow-up funnels for lead generation and sales.

• Decision Review Officer at US Department of Veterans Affairs

  October 2017 - November 2019 | Providence RI

  A Decision Review Officer (DRO) is a senior-level employee at the Department of Veterans Affairs (VA) who handles post-decision appeals of disability award decisions. Held informal conferences and formal hearings to evaluate evidence of record including the need for additional evidence as a result of information obtained during the hearing. Conducted higher level reviews of decisions

• Veterans Service Center Manager at US Department of Veterans Affairs

  April 2013 - October 2017 | Providence RI

  Effectively led and managed the work activities of one hundred and seventy employees in a Veterans Service Center – ● Continuously analyzed organizational and operational problems and developed timely and economical solutions. Directed and oversaw the creation of an internal Salesforce tool which cut timeliness of one particular work process by seventy-five percent Nationally. ● Coordinated and integrated the work activities and resources of several remote organizational segments in order to improve performance. Locally, routinely meets stretch goals while providing the best customer service possible. ● Effectively establishes program objectives and performance goals to assess progress while outpacing expectations in production and quality expectations throughout the fiscal year (FY). ● Effectively changed the business culture within a large, segmented workforce to be more Customer-Centric and Customer Driven and forward-looking by utilizing the servant leadership principles model increasing the overall number of employees by one hundred in a time when the government was contracting. ● Continuously took on challenges and additional responsibility and has developed and mentored over thirty front line managers to think the same. ● Ability to orally communicate and train subordinates and external stakeholders from a variety of backgrounds and with different levels/areas of training to achieve desired goals. ● Developed a training program for new managers to aid and assist in topic-specific areas such as performance management, time management, and workload management.

• Various Positions of Higher Responsibility at US Department of Veterans Affairs

  February 2009 - April 2013 | Atlanta GA

  Supervisory Veterans Service Representative Nov 2010 - Apr 2013 - Effectively led and managed the work activities of a Cross- Functional Team - As the VA had begun to transform, effectively impacted and controlled all cycle times through the management of past-due suspense and mail flow. Through this process, I was able to learn and control all aspects of the claims process from the predetermination function through the decision to post determination. Used skills learned regarding human resource management systems administrated on merit principles - Consistently reward excellent performance and use positive reinforcement based on analyzed data to encourage performance above the established standard. I have assisted in the hiring of managers, management analysts, and field examiners treating each fairly and equitably. Established and maintained effective communications throughout tenure. Tasked by the Director with providing workload management training to all managers and personnel in the Service Center multiple times. Provided mentoring to newly hired managers, local LEAD participants, and informal mentees. Consistently built working relationships with Veteran Service Officers and internal/external stakeholders through increased communication and partnership in the claims process. With subordinates, effectively communicated expectations and explained oversight to all which increased understanding of direction and drive throughout the team. Routinely analyze data and apply decisions from that data and other complex information - Daily review of the current workload and available Full-Time Employee (FTE) to determine daily capacity, identify outliers and reallocate workload based on all findings. This has been successful as a decrease has been seen in all measures. Fiduciary and Field Examiner Manager, Jan 2010 - Nov 2010 - ● Analyzed and interpreted laws, regulations, and judicial rulings as they affect the establishment of new policies, procedures, and methods of operation within the fiduciary - This position was out of my comfort zone but, I was able to quickly learn the needed skills to effectively manage and lead through regulations, court decisions and advisement of Regional Counsel. ● Analyzed large caches of data and made decisions based on a variety of information. Created reports that captured individual workload of employees, detailed team workload of all wards on the rolls and summary data. This provided for the ability to plan and direct workload so as to always do the right next case and effectively manage the travel budget across the state. ● Effectively maintained work priorities for subordinates numbering approximately fifteen employees ranging from GS-9 to GS-11, in the transition from locally controlled oversight to the newly created HUBs. During my tenure, I was able to improve nearly all measures across the board, improve quality and provide better protection to our most vulnerable constituency. ● Effectively established and maintained communications with internal and external stakeholders. Created relationships with all county judges within the state of Georgia. Worked hand to hand with clerks and judges to effectively protect and manage large estates placed under VA care which totaled $107,322,016 in assets and $44,951,089 in real estate value. Management Analyst Feb 2009 - Jan 2010 ● Conduct timely reviews and analyses of workflow and processing. Tasked with keeping the Regional Office moving forward toward attaining nationally set standards and goals through providing forecasting and analysis to the Director. The Atlanta Regional Office contains four business lines which analysis and review are conducted daily to monthly: Compensation and Pension, Loan Guarantee, Education and Vocational Rehabilitation and Employment. Data is mined to determine gaps in service delivery, timeliness, and quality for all four-business lines and disseminated to senior management. ● Conduct timely reviews and analysis of the budget. Monthly and quarterly reviews of payroll, construction, travel overtime, and purchase card budgets. Data is analyzed to determine trends, forecasting and training needs which are provided to senior management for informed and timely decision making. ● Conduct timely reviews and analysis of human resources. Tasked with reviewing inventory data as compared to full-time employees to determine that proper resources have been allocated internally and through the central office to meet the prescribed goals and policy. Also, tasked with the review of succession planning as-well-as recruitment planning to ensure the Regional Office remains at the ceiling for allotted employees. Worked on the current resource allocation model used by the VA.

• Quality Review and Training Specialist/Management Analyst at US Department of Veterans Affairs

  December 2006 - February 2009 | Boston, Ma

  Determine training needs through the analyses of quality review results and workload data trends, and discussions with Service Center Management staff. ● Conduct timely reviews and analyses as required or requested which are thorough and in-depth. ● Responsible for tracking and disseminating new laws and federal regulations pertaining to the day-to-day operations of the Boston Regional Office.

• Program Manager at Commonwealth of Massachusetts, Department of Veteran Services

  July 2005 - December 2006 | Boston, Ma

• Airborne Infantryman at US Department of the Army

  January 2000 - May 2005 | Ft. Benning GA

Stephen Pina's Education:

• Syracuse University

  2021 – 2021
  Project Management Professional

• Suffolk University

  2007 – 2008
  Masters in Public Administration
  Concentration: Public Administration

• American International College

  1998 – 1999
  Masters of Science
  Concentration: Criminology

• American International College

  1996 – 1998
  Bachelors of Science
  Concentration: Criminal Justice and Sociology
  Activities: Class President, Who's Who in American Colleges and Universities, Eastern College Athletic Conference OutStanding Scholar, Two year Scholarship Athlete in Football

• Dean Junior College

  1993 – 1996
  Associates of Science
  Concentration: Criminal Justice
  Activities: Two year Scholoarship Athlete in Football

Stephen Pina's Interests & Activities:

• Stephen Pina
• Brockton, Massachusetts